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PY26 WHEAP Manual

71 Revised: August 2025 • Submitted – The customer has submitted an online application, and the local agency may begin the validation process. • Under Review – The worker has validated some of the information. • Application Created – The worker has completed the validation and has created an application in the HE+ System. • Void – The worker has voided the online application in the HE+ System. HE+ System Notes are required to explain why the online application was voided and when the customer contact occurred. • Application Expired – After an online application has been in progress for 31 days, the HE+ System updates to this status and the customer must create a new online application.

NOTE: An online application may be voided if the customer has already received Regular WHEAP Benefits in the same program year and is not applying for Weatherization services at a new address. An HE+ System Note is required to explain why the online application was voided and when the customer contact occurred.

4.3.4.2 Updating Online Statuses The HE+ System sends a text message and/or email to customers to notify them when the status of an online application is updated. The following instances result in an HE+ System-generated notification sent to the customer: • “Submitted” applications changed to “In Progress” • “Submitted” applications changed to “Void” • “In Progress” applications changed to “Void”

Agencies are required to contact the customer before changing the status of an online application. HE+ System Notes shall be entered explaining why the status* was changed and when the customer was contacted.

*HE+ System Notes and customer contact is required when any online application statuses are changed except when the status is changed from “Submitted” to “Application Created.”

4.3.4.3 Validating Online Applications Validation of information is required before an HE+ Application can be created in the HE+ System.

Agency staff are required to validate the address, all household members’ SSNs, and landlord information (if applicable) prior to creating an HE+ Application in the HE+ System. An online application can only be validated if the applicant provides a correct SSN for all household members.

Agencies processing applications shall review and contact all household members who are over the age of 18 to verify if they receive or do not receive any type of income. HE+ System Notes shall be entered documenting the date the customer was contacted and the outcome of the call.

If an online application is received with incomplete information and/or verifications, an Incomplete