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PY26 WHEAP Manual

65 Revised: August 2025 Local agencies shall work with the customer in an effort to resolve the issue prior to the Division of Hearings and Appeals (DHA) hearing.

4.1.9 Application Processing Applications are to be entered/processed in the chronological order in which they are received. The application completed with the first chronological date, from applicants who file more than one application, will have precedence in processing. See Section 4.3.4.

All applications are to be entered into the HE+ System within 30 days (see Section 4.3.4) after the application process is started. Any application materials mailed, faxed, dropped off at the agency, or otherwise provided to the agency outside of the original appointment, must be date stamped upon receipt.

Each application and each section of the application must be completed to the maximum extent possible regardless of information that may cause a denial of benefits. The local WHEAP agency must ensure each application is complete in all parts unless the applicant withdraws the application or fails to provide required information within 30 days of the application date.

All applications received in the early application process shall be entered into the HE+ System prior to October 31. In addition, missing information for incomplete early applications can be received until October 31 to be considered complete.

NOTE: See Section 4.3.4 for additional information on processing online applications.

4.1.10 Fraud Prevention Any application for a current contracted agency employee, relative of an agency employee, former contracted agency employee, or a friend of an agency employee shall be reviewed and approved by a staff person at a supervisory level or higher and entered into the HE+ System by someone holding the “Supervisor” permission. This permission may be held by no more than two* WHEAP staff persons of a supervisory role within the agency. In addition, an HE+ System Note indicating the manager/supervisor who reviewed the application must be entered. This restriction applies to any actions related to the individual’s Regular WHEAP Benefits, Crisis Assistance, and HE+ Program Services applications.

All agency staff who work with WHEAP are required to agree to the Conflict of Interest Policy/Non- Disclosure Agreement. (For more information refer to Section 9.5.1.1 and Appendix A.)

If the only agency person with the “Supervisor” permission is faced with taking an HE+ Application from their friend or family member, contact the HE+ Help Desk for guidance before taking the application.

*If an exception is needed to this limit, please contact the HE+ Help Desk. The request must be submitted on an annual basis.