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PY26 WHEAP Manual

Revised: August 2025 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.

Online Applications with Incorrect SSN When an online application has an incorrect SSN that is preventing conversion to an application in the HE+ System, the online application status shall be changed to “In Progress” and the customer shall be instructed to correct this information. This includes household members with no SSN provided or SSN exception reason “Other” because the SSN was not available at the time the application was entered. If the applicant does not have an SSN for the child and an exception is being requested due to a delay in obtaining the SSN, the worker may proceed with converting to an application.

Follow these steps: • The WHEAP agency shall notify the customer that an SSN on the application appears to be incorrect and needs to be corrected. Explain that the application status will be changed to “In Progress” for them to review and edit the application. Advise the customer that they will receive a general message that their application needs additional information. • The WHEAP agency shall change the online status to “In Progress.” The applicant receives notification by the communication method that they selected when they completed their online application. The message is not detailed, which is why it is important that the agency contacts the customer before taking action. • The applicant shall edit the online application to correct the SSN for either themselves or for a household member(s) and resubmit the online application.

Online Applications with Incomplete or Incorrect Landlord Information When a customer enters incomplete landlord information or selects “I Don’t Know,” agency staff shall edit the information and complete a landlord search before continuing to process the online application. The application shall not be put back to “In Progress” status. The worker shall contact the customer if additional information is needed.

Duplicate Online Applications If an online application is received for the same program year and the household already has a “Paid” application and is not applying for Weatherization services, the agency staff may void the online application. The following steps must be completed prior to updating an online application status to “Void” in the HE+ System: 1. The WHEAP agency shall notify the customer that a duplicate online application has been received for the same program year and explain that applicants are only eligible for one Regular WHEAP Benefit during each program year. 2. Discuss any Crisis and/or Weatherization Assistance needs (if applicable). 3. Enter HE+ System Notes that explain why the online application was voided and when customer contact occurred.