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PY26 WHEAP Manual

Revised: August 2025 2. Outreach applications If a zero-income application is received at an outreach/alternate site, the worker shall: a. Date stamp and indicate the outreach site at the top of the paper application b. Contact the customer to confirm the income information and to ensure the ZIF has been fully completed and submitted i. If unable to reach the customer, send an Incomplete Notification/Notice (see Section 4.1.1) informing the customer to contact the agency c. Enter the application into the HE+ System as an incomplete “Pending” application until the interaction takes place d. Enter HE+ System Notes stating the application is “Pending” for customer interaction e. Change the “Outreach Type” to phone if the interaction did not take place at the outreach/alternate site f. Enter HE+ System Notes stating that the interaction was completed and enter any missing ZIF information 3. Online applications If a zero-income application is received online, the worker shall: a. Validate the application and create an HE+ Application in the HE+ System b. Contact the customer to confirm income information and to ensure the ZIF has been fully completed and submitted i. If unable to reach the customer, send an Incomplete Notification/Notice (see Section 4.1.1) informing the customer to contact the agency c. Keep the application in “Pending” status until contact has been made and the zero- income information is confirmed d. Despite contacting the customer, keep the outreach type as “Online” e. Enter HE+ System Notes explaining the interaction is required and/or completed and enter any missing ZIF information

4.4.27.3 Use of the Zero Income Form A ZIF shall be completed by each adult household member when the household is determined to be a zero-income household (has no sources of income either earned or unearned). See Section 4.4.27.1 for more information on zero-income households. The agency must retain a copy of the completed ZIF as a document upload to the application in the HE+ System.

The form shall be completed in its entirety to be accepted as verification of how the household is meeting basic living expenses including complete contact information of the individual(s) assisting with monthly expenses. The form should adequately explain how basic living expenses (shelter, heat, utilities, and basic living needs) are being met on a continuous basis. WHEAP agencies should follow up with the individual(s) listed on the ZIF if the form is incomplete or additional information is needed and document in an HE+ System Note the follow-up that was completed.

WHEAP agencies shall use the Division-created ZIF, which can be found on the Division website under Provider Resources │ Energy │ Energy Assistance │ Forms. The ZIF may be used as