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PY26 WHEAP Manual

Revised: August 2025 • Continue to follow-up with the customer, if needed, for up to 10 business days

The Division will complete the following after receiving the report from the local agency: • Respond to the customer within fourteen (14) business days of receipt of all appeal documents from the customer and the local agency. Content in the response shall include: o Statement of the appeal decision and how the issue will be resolved, if applicable o A summary of local WHEAP agency actions o Citation of the WHEAP policies relevant to the appeal, if applicable

Unsuccessful or unresolved appeals shall also include: • Information regarding how to request the next stage of the appeal process, if applicable • The Wisconsin Division of Hearings and Appeals address, if applicable

Successful appeals which result in a paid application may be communicated to the customer via email or phone call. Unsuccessful appeals or those pending a response from or additional information to be submitted by the customer must be relayed to the customer in writing, either via email, if an email is provided or was used to submit the original appeal, or by certified mail if there is no email on record.

Step 3: Division of Hearings and Appeals If the customer is not satisfied with the Division determination of the DEHCR-level appeal, they may request an appeal to the Wisconsin Division of Hearings and Appeals (DHA). Once the Division and the local agency receive a DHA request for an appeal, the local agency shall follow their local formal fair hearing process.

If the customer has not completed Steps 1 or 2 and directly files a formal appeal with DHA, the local agency shall attempt to contact the customer for a possible resolution prior to the DHA hearing.

The DHA formal appeal document for customers to complete is available on the DOA Division of Hearing and Appeals website.