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PY26 WHEAP Manual

63 Revised: August 2025 Chapter 4 | Application Process 4.1 General Application Rules 4.1.1 How to Apply A household may apply for energy assistance by completing a paper version of the HE+ Application, completing an online application, or participating in an interview with a WHEAP agency representative either in person or by phone. If the application is missing required information, the HE+ System Incomplete Notification/Notice must be provided to the customer and must identify the missing information and the timeframe to provide the missing information. In HE+ System Notes, identify the missing information.

Zero-income households’ applications require agency contact with the customer. If an applicant mailed an application or submitted an online application, a worker shall contact the applicant by phone to complete the application. If the applicant is not available, the worker shall create the application and leave the application as “Pending.”

For mailed applications, when the interaction of the application is complete, workers shall change the “Outreach Type” to phone or site where the interaction took place and add System Notes to explain that the new application replaces the paper application. For online applications, the worker does not change the “Outreach Type” when the interaction is complete; the “Outreach Type” remains as “Online.”

NOTE: The Certification Page from the paper application is still valid for the application, and the date signed may be completed once the worker has verified the application with the applicant. See Section 4.4.29 for self-certification guidance when a paper application is received.

4.1.2 Where to Apply Households must apply through an approved WHEAP agency for the county/tribe where they reside or apply online.

4.1.3 When to Apply Households have the right to apply at any time, regardless of whether the heating season has ended. Agencies should encourage households to apply. Early applications may be taken once the Division has determined the early application start date. See Chapter 1 for more information. Applications dated after May 15 may determine eligibility for Prevention Assistance, HE+ Program Services, and Weatherization referrals.

4.1.4 Multiple Applications A household may apply multiple times if not deemed eligible on earlier applications. Households have the right to apply throughout the year. For an application to be considered for regular heat/electric benefits it must be initiated before the end of the heating season.

Duplicate applications received by the local agency shall be uploaded and processed in the HE+ System with any information provided by the applicant unless the household already has a paid application, in which case the agency may only upload the application. Contact the HE+ Help Desk