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PY26 WHEAP Manual

29 Revised: August 2025 • The crisis request was not processed in a timely manner

The customer may withdraw an appeal at any time during the process with written notice.

Step 1: Local WHEAP Agency Appeal Customers have 15 days after they receive their notification letter to contact the local WHEAP agency to request an appeal. The customer contact may be initiated in writing or by telephone. In most instances, customers request an explanation regarding income, eligibility, and/or benefit determination. WHEAP agencies shall work with customers and try to resolve the issue(s) prior to submission of a request for an appeal to the Division. The WHEAP agency shall provide a response to the customer within five (5) days of the initial customer contact. Agencies may contact the customer via email, phone, and USPS letter. If the customer is not satisfied with the WHEAP agency’s response, the customer may submit a written formal appeal to the Division. WHEAP agencies shall maintain a log of all appeals and add HE+ System Notes to summarize the appeal. Agencies shall make the log available upon the Division’s request.

Step 2: Division Formal Appeal Customers may use the DEHCR Appeal Form or a letter to the Division to submit their request for an appeal. The DEHCR Appeal Form is found on the Division website for customers. It is available in English, Hmong, and Spanish. If a customer opts to send a letter instead of using the form, the letter shall include a short statement of the matter to be reviewed. The completed DEHCR Appeal Form can be emailed to the HE+ Help Desk at heat@wisconsin.gov or sent via mail to:

DOA/DEHCR Attn: Fair Hearing PO Box 7970 Madison, WI 53707

WHEAP agencies shall assist the customer with submitting a written appeal, if requested. At a minimum, the WHEAP agency shall provide the customer with the DEHCR Appeal Form and the address of where the form/letter should be submitted.

When the Division receives an appeal, Division staff will: • Notify the customer the appeal has been received • Notify the WHEAP agency that an appeal has been received • Log the appeal and add HE+ System Notes

After being notified by the Division of the DEHCR-level appeal, the WHEAP agency will complete the following: • Review the details relevant to the appeal • Check compliance with the WHEAP policies, procedures, and applicable statutes • Contact the customer verbally and in writing via email when applicable and take appropriate action to address the appeal concern, HE+ System Notes are required of contacts made to the customer • Respond to the Division within 2 business days with a summary of their actions