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PY26 WHEAP Manual

Revised: August 2025 Any documentation the customer provides must be uploaded to the application in the HE+ System even if the application is incomplete or will deny for another reason.

4.2.5 Phone Applications Phone applications may be accepted. Phone applications may be interactive if the data is entered directly into the HE+ System during the interview. • The application date is the date of the phone interview. • The application needs to be “saved,” which will put it into “Pending.” • Send the Certification Page to the applicant with requests for additional documentation. If the phone application is conducted interactively, using an HE+ System-generated Certification Page is the preferred method. Document with an HE+ System Note that information was requested. See Section 2.6.

If the applicant returns the information within 30 days, enter the additional information, save and submit the application, and then “Accept Benefits” for payment. If the documentation is not returned within 30 days, the HE+ System will deny the application as incomplete. The applicant will have to reapply.

4.2.6 Abbreviated Applications Households who meet the following criteria may apply using the abbreviated process: • Households whose only income reported in the previous year is fixed income o As defined in WHEAP policy, fixed income includes Social Security (SSDI, SSI), Dividends/Interest, Pensions, and/or Veterans benefits • Households that have had no changes to the household members or type of income reported from the previous year • Households that have the same housing characteristics as the previous year (have not moved)

A new signature is required after two consecutive years.

Eligible customers are not required to submit a new application form. The WHEAP agency shall identify eligible customers by using previous year’s data; all application information received over the phone is required to be verified by the local WHEAP agency.

A new Certification Page is required and shall be uploaded after two consecutive years.

4.2.7 Online Application Applicants may submit applications online via the online application portal.

Online applications are entered into a customer web portal that interfaces with the HE+ System (secured site). The interactive indicator is automatically set by the HE+ System as interactive because the applicant has entered most of the application information online. During the validation process, the information is directly imported into the HE+ System by the local WHEAP agency. • The application date is the date the customer submits the online application (HE+ System-