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PY26 WHEAP Manual

Revised: August 2025 4.3.2 Verification of Information The application information entered into the HE+ System must be true and correct. WHEAP workers are to verify all information before it is entered into the HE+ System. Workers shall upload copies of all documents to the HE+ System as proof the information entered is correct. • All income documentation is required to be retained as a document upload to the HE+ System. See Section 3.3.5.4. • Additional application-related documents that require upload to the HE+ System include: o ZIFs o Paper applications o Certification Page (signed by customer) (for more guidance see Section 4.4.29) o Authorization of Representation forms, when applicable

If a worker discovers that verified application information differs from the customer-submitted HE+ Application or if additional clarification is needed, discrepancies and clarification shall be documented in HE+ System Notes.

If the information entered on the current year application differs from application history, discrepancies shall be documented in HE+ System Notes.

NOTE: Agencies are no longer required to retain paper files due to the HE+ System upload requirements. For additional file retention requirements, see Section 4.2.8.

4.3.3 Validation of Applicant Data Workers are required to use data validation functions that are available in the HE+ System when processing HE+ Applications. For example, the HE+ System uses the MCI to validate SSNs and the WEFI web service to confirm information about the status of IOU accounts. Information displayed as part of the data validation must be reviewed for accuracy prior to use for application processing. Applications that require bypassing the data validation functions must have documented justification in HE+ System Notes. The data validation functions are only to be used to validate and retrieve data relevant to an HE+ Application. Misuse may result in inactivation of a worker’s WHEAP user profile and may include further disciplinary action.

4.3.4 Online Application Processing If an online application is received with incomplete information and/or verifications, an Incomplete Notification/Notice (see Section 4.1.1) shall be sent informing the applicant of what verifications are required to complete the online verification. Workers may also provide verbal notice of what verifications are required to complete the online verification. If the agency provides verbal notice instead of written notification, workers shall enter HE+ System Notes stating the customer was provided with a verbal notice and describing the missing application information.

4.3.4.1 Online Application Statuses • In Progress – The customer has started an online application in the online application portal. The customer has not yet submitted their online application. Applications that are in progress will expire after 30 days of inactivity.