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PY26 WHEAP Manual

73 Revised: August 2025 4.3.5 Updating Applications Created by Another Agency When agencies cover the same service territory, they may update and/or complete and submit a pending HE+ Application created by another agency serving the same territory when the customer contacts the WHEAP agency and/or the WHEAP agency obtains all required documents. The agency submitting the application is responsible for any non-compliance with HE+ policy.

4.3.5.1 Updating an Application Created by Another Agency If an agency obtains required documents for an HE+ Application created by another agency within the same service territory and is unable to complete the application, the agency may take the following actions: 1. Edit and save the application to take “ownership” and to activate the document upload functionality. 2. Upload documents to the application in the associated repository. Agency staff shall not enter income values unless all verifications are received for the income type in the test period. 3. Send an email to the associated WHEAP Coordinator about the document upload to the agency that created the application. For emails to Energy Services, Inc., please send to: support@wheap.help. The email subject shall be: (Name of territory) Verification uploaded – PID #. For example, Ashland County Verification uploaded – PID 111111. The email shall include the following information: a. Application number b. A description of the document(s) uploaded to the application c. The date the document(s) were received from the customer

Once notified of the document upload, the original agency will retake “ownership” of the application by editing and saving the application. Agency staff shall review the application to ensure the information is accurate prior to submitting for benefits.

NOTE: The agency submitting the application shall not change the original Outreach Type. The agency submitting the application is responsible for any non-compliance with HE+ policy.

4.3.5.2 Deleting or Cancelling an Application Created by Another Agency An agency shall not delete or conduct a cancel/refund on an HE+ Application created by another agency without first consulting with the HE+ Help Desk.

4.4 Field-by-Field Instructions/Guidelines 4.4.1 Application Date Table 4.1: Determining Application Date Based on Application Format Application Format Application Date HE+ System application (i.e., interactive application) The date the interactive interview takes place. Phone application (paper or interactive) The date of the phone interview.