Page 98

PY26 WHEAP Manual

97 Revised: August 2025 5. The WHEAP agency must establish agreements with non-regulated utilities and deliverable fuel dealers (that are registered WHEAP fuel vendors serving households in the agency's area) to notify the WHEAP Coordinator or other designated staff person of all households who have been refused delivery. 6. The WHEAP agency must establish a method for the utilities, delivered fuel vendors, and heating contractors to easily report fuel emergencies. 7. The WHEAP agency must establish a method to follow up on utility disconnects during the heating season. Agencies must have agreements with local regulated utilities regarding procedures to be followed in the event of an actual disconnect. 8. The WHEAP agency must establish procedures with the Weatherization agency to ensure response within 72 hours for heating unit emergencies.

5.2.5 Emergency Crisis Situation When the agency is notified (either by an applicant or by another party) that a household has no heat or is facing the imminent loss of essential home energy, the agency shall determine whether there is a health and safety concern. The agency shall also determine whether the circumstances are life threatening in assessing what measures to take. 1. The response must protect the urgent safety concern(s) of the household members and alleviate the emergency. After the emergency is dealt with, agencies should assess an applicant's situation by using preventive services to continue to work with applicants to avoid future crisis situations.

Agencies should include the following criteria in their determination of action(s). Keep in mind the relationship of each factor with the other three. a. Expected low temperature during the period before the next working day b. Condition of the dwelling unit (i.e., is it habitable, is the furnace operable, mobile home, apartment, etc.) c. Alternatives available to the household (i.e., temporary relocation, other resources, etc.) 2. Agencies must determine the most appropriate and cost-effective solution to the emergency. Agencies must include in their array of services the following benefits for emergency services: a. Provision of the minimum benefit amount needed to address the immediate emergency, or b. Provision of temporary shelter for households experiencing emergencies

Examples of how to address an emergency include: a. A telephone call to the heating or electric supplier to guarantee a payment b. Relocation of the household (temporary or permanent) c. Repairing or replacing the heating unit, when appropriate through HE+ Program Services (see HE+ Program Services Manual)