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PY26 WHEAP Manual

95 Revised: August 2025 If the household is ineligible for Crisis Assistance, the agency must notify the customer of the denial within 48 hours of the request for Crisis Assistance. An HE+ System Note must be created to state that the customer requested Crisis Assistance and was denied, with an explanation for the denial.

5.2.1.2 Crisis Assistance Amount Agencies shall work with customers and energy providers to determine the amount needed to prevent and/or restore an energy loss. Workers shall use the appropriate funding code/Service Type (LIHEAP for heating and PB for non-heating electric). If using a LIHEAP Service Type for the non-heating electric account, System Notes shall include the reason the LIHEAP Service Type was used. The maximum amount allowed for deliverable fuel requests is the minimum fill plus trip charge (when applicable). The maximum amount for natural gas and electric requests is the utility’s required down payment to prevent a disconnection and/or restore service. The worker must document, in HE+ System Notes, the requirement for each crisis request. If an exception is needed to the benefit limit, submit a request for an exception to the Division via the HE+ Help Desk. The request shall include the hardship the household is experiencing. Agencies shall not automatically issue the maximum threshold amounts. The amount issued should coincide with the amount listed on the customer’s energy crisis verification.

5.2.2 Crisis Eligibility − Additional Guidelines To qualify for Crisis Assistance, the household must have no heat and/or be facing an imminent loss of essential home energy and/or the household must have energy costs beyond their ability to pay after the Regular WHEAP Benefits. Each local agency has latitude in the type of assistance to provide and the amount of assistance to provide within the current crisis guidelines to address the crisis.

A brief summary provided in the HE+ System crisis application “Customer Request Reason” or an HE+ System Note is required to identify the reason for the Crisis Assistance. Agencies must contact the customer to verify they are still residing in the home and to verify with the vendor that the account is active, account balance, and that customers have met their customer contribution. The household contribution may come from another assistance program (such as Local Donation, Salvation Army, Catholic Charities, etc.). Agencies may not utilize funds from Utility Allowance and/or KWW/CF to pay the $25 contribution without an HE+ Help Desk approval. Crisis initiatives shall not be issued to accounts that have substantial credit balances.

Households must have paid at least $25 on their associated energy bill in the previous three (3) months from date of request to be eligible for any heating or non-heating electric related Crisis Assistance payment on the associated bill. This contribution may be from a non-WHEAP assistance program.

A household may be eligible for Crisis Assistance if their application for Regular WHEAP Benefits is denied solely for any of the following reasons: • The application for energy assistance was submitted outside of the program dates for heating assistance