1 ffy2011 eap annual training section 4 (of 6) presented at ffy2011 eap annual training august 11...

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FFY2011 EAP EAP Annual Annual TrainingTrainingSection 4 Section 4 (of 6)(of 6)

Presented at FFY2011 EAP Annual Training August 11 & 12, 2010

Section 4 contents: Chapter 7

Crisis Chapter 8

Energy Related Repairs Chapter 9

Reach Out For Warmth Chapter 10

Assurance 16 Chapter 11

Benefit Payments & Refunds

Chapter 12 Client & Vendor Notification

New Chapter ContainsNew Chapter Contains Crisis Policies and Procedures Emergency Benefit Adjustment (EBA) Crisis Categories and Timelines Crisis Assistance - Accessible 24/7 Using eHEAT for Crisis

Chapter 7Crisis

Training ApproachTraining Approach There are no significant changes to the crisis program

this year An overview of the crisis program to highlight some

areas requiring clarification and do betters to advance controls and promote statewide consistency

We’ve clarified the directions for the reasonable payment worksheet. You’ll find these in Chapter 10 Assurance 16.

Chapter 7Crisis

Training Topics OverviewTraining Topics Overview HHD do not need to provide a shut off notice HHD don’t need to deserve crisis HHD receiving Crisis year after year should not

be chastised Working with households in crisis is difficult &

can be complex, that is why it done locally SPs are given A16 dollars to work with

households to address their needs

Chapter 7Crisis

Background: Background: Coordinated Responsibility ModelCoordinated Responsibility ModelPage 1 The Minnesota Energy Assistance Program (EAP) has employed a

“Coordinated Responsibility Model” (CRM) for heating energy payments since FFY2006.

Government responsibility includes providing heating payment supplements, case management and advocacy for households, and maintaining influence with vendors.

Vendor responsibility is to be as flexible as possible so energy payments leverage the highest possible level of service to the household.

Household responsibility is to make reasonable and planned payments for energy service, access government aid when necessary and communicate with vendors and government service providers

Chapter 7Crisis

Guidance - Food for thought:Guidance - Food for thought:Our Part of the Coordinated Responsibility ModelOur Part of the Coordinated Responsibility Model Government (this is DOC and you the SPs) responsibility

includes providing heating payment supplements, Case management and advocacy for households, (Assurance

16 services that are essential for households) and Maintaining influence with vendors. Build and maintain good

productive working relationships with your vendors to benefit your households. Know your vendors; maintain friendly relationships with them Ask them for reduction in reconnection fees, etc. Encourage them to work with households (keeping in mind data

privacy issues)

Chapter 7Crisis

BackgroundBackgroundPage 1

A16 & Crisis Effort DefinitionA16 & Crisis Effort Definition Intentions:

To minimize shut-offs for natural gas and electricity during the heating season

To minimize refusals to deliver To serve the crisis population made up of households that

cannot pay, not those that did not pay To develop an A16/Crisis program that requires household

payments

Chapter 7Crisis

Guidance - Food for thought:Guidance - Food for thought:Page 1 To serve the crisis population made up of households that

cannot pay, not those that did not pay We can know that they didn’t pay, but may not necessarily

understand why - motives aren’t always as obvious We at DOC understand the struggles inherent to this There can be other things going on in the household that aren’t

obvious from the information provided on the application, this is where A16 activities come in & why it is managed locally

The RPW is a tool designed to help you get a clearer picture of the household’s situation

Chapter 7Crisis

Guidance - Food for thought:Guidance - Food for thought: There are some inherent problems with crisis that

have been with us forever Grumbles among staff about households using crisis

year after year, be aware of attitudes among your staff and manage them appropriately

The staff performing A16 tasks need to have a specific set of skills that not all EAP application processors will have

Chapter 7Crisis

Chapter 7Crisis

Guidance – Food for thoughtGuidance – Food for thought Please consider that for our households, especially the poorest, it is not

an irrational decision for them to budget for our crisis dollars If they don’t have enough money to pay their bills, when deciding who to

pay the telephone bill or the electric bill; “If I don’t pay my phone bill, it will be shut off and there is no help available to get it

turned back on vs. if I don’t pay my electric bill, there are crisis dollars available to help.” Which would you choose?

Many HH count on crisis to help them get caught up and not get shut off August they receive property tax or renter refunds, gives them a catch up

May not like it, but we (feds, state) set it up this way, we made the rules Statistically speaking these are your best candidates to approach about

the EBA program

Background - Background - Emergency Benefit EligibilityTo receive EB, a household must1. Request crisis by either

Including a bill showing an amount past due with the Energy Programs Application OR Calling or writing to notify the Service Provider of a past due or disconnection notice

and2. Be eligible for primary heat.

and3. Need fuel or fuel bill payment by

Having a past-due bill or Having used up Primary Heat, having less than 20 percent of fuel tank capacity

remaining in their tank and being on a cash basis with the vendor or Having a current bill, at least one member age 60 or older and an inability to pay as

determined by the Reasonable Payment Worksheet.

Chapter 7Crisis

Guidance - Don’t need to give you a bill:Guidance - Don’t need to give you a bill: If and when a household calls and informs you they have a

crisis you should address their request for crisis assistance Service Providers should not delay payment of crisis

benefits. Households do not need to send in a copy of their bill, shut

off notice or disconnection notice to receive crisis assistance.

Service Providers must verify the crisis with the energy vendor.

Chapter 7Crisis

Timeline - Accessible 24/7 – Accountability Households must be able to access crisis assistance 24 hours a

day, seven days a week from October 1 through May 31. SPs must have a 24-hour emergency number. Service Provider staff must be available to address a life-threatening situation within 18 hours.

Examples of 24-hour response capacity may include: Service Provider staff can be assigned to access answering

machines or voice mail on a rotating basis. Assigned staff can check for messages on a schedule, for example, every four hours.

SPs can use a beeper, cell phone or answering service for clients to contact in an emergency and assigned staff can respond to requests in a timely way.

Next generation of technology, Blackberries that receive messages, phone calls and have internet access so staff can access eHEAT wherever they are.

Chapter 7Crisis

Timeline - Accessible 24/7 – AccountabilityPage 6Crisis has three categories, depending on the level of customer

service required: A household in a life-threatening situation needs the highest

level of service. The law requires that the threat to life be removed within 18

hours of a household requesting crisis. Life threatening situations include:

No heat in the house No heat distribution

Chapter 7Crisis

Timeline - Accessible 24/7 – AccountabilityPage 6

The second level of service is for households experiencing immediate energy emergencies that are not life threatening.

For example, a household may be scheduled for a shut-off within 2 days or have less than 20% of the tank fuel capacity remaining.

EB for these households must be approved within 48 hours of the crisis request.

Chapter 7Crisis

Timeline - Accessible 24/7 – AccountabilityPage 6

The third level of service is for households with a past due who are not in danger of disconnect or who have more than 20% of tank capacity remaining.

They can be served in the normal priority and delivery order.

Chapter 7Crisis

Timeline - Accessible 24/7 – Accountability

eHEAT at home –Think and train data privacy issues Sign off of eHEAT Be aware of your surroundings during conversations with

clients and when looking at information on eHEAT. laptop security

Chapter 7Crisis

The Emergency Benefit Amount

In all cases the amount of the EB is the sum of the past due and current bill or a delivery up to $500.

Each household is allowed up to two EB events, each with payments to one or more vendors.

The total of the two events cannot exceed $500. No credit can be generated by a crisis payment. There are step by step instructions for EB and

EBA including entering into eHEAT

Chapter 7Crisis

Emergency Benefit Adjustment (EBA) An Emergency Benefit Adjustment (EBA) provides an

incentive to establish and maintain regular, planned payments for energy and reduces the amount still owed to the vendor.

Anyone who has tried to change their own behavior (like quitting smoking or develop healthier eating habits, or shopping less) should be able to understand this.

This is a process, and it takes time Evaluate the success of the household by looking for

progress not perfection

Chapter 7Crisis

Section Change: Reasonable Payment Plan Page 6

RPW Worksheet hasn’t changed There are new and improved directions for the RPW Worksheet is appendix and can be found on the tools

on the web Can find these directions in A16 chapter 10

From Chapter 10 Assurance 16

Chapter 7Crisis

Reasonable Payment Plan (RPP) Use Appendix 10B - Reasonable Payment Worksheet to

identify a household’s reasonable payment amount. The Reasonable Payment Worksheet intentions are to:

Identify reasonable energy payments Establish similar eligibility requirements for all households aspiring to

EBA Provide a basis for financial counseling

Reasonable Payment Process Following is the process to determine a household’s

reasonable payments and directions for completion of the Reasonable Payment Worksheet.


Chapter 7Crisis

Reasonable Payment Worksheet, (RPW) Page 1

1. Ask the household if their income or family size has changed since their EAP application and make appropriate adjustments to the RWP

2. Ask the household if they are already on a payment plan with their vendors for their energy bills. If they are, ask the household if they can afford the payments: If “yes” then use the existing payments for their reasonable payment

plan If “no”, work with the household and the vendor to set up a plan

3. Ask the household what they can pay and enter the stated amount in the appropriate spot on the RPW


Chapter 7Crisis

Reasonable Payment Worksheet, (RPW) 4. What to do if the “Fast Track” amount is different than what the

household says they can pay: If the “Fast Track” amount is less than what the household says they

can pay, use what the household states they can pay, if it seems realistic, to set up the payment agreement.

If the “Fast Track” amount is more than what the household said they can pay, ask the household if they can pay the “Fast Track” amount:

If they agree they can pay the “Fast Track” amount, enter that amount. If they do not agree to the “Fast Track” amount, go to page 2 of the RPW

and complete it using actual (if known) or estimated amounts to determine the amount the household can reasonably pay.


Chapter 7Crisis

Reasonable Payment Worksheet, (RPW) Page 2 Page 71. Complete page 2 of the RPW using “estimated expenses” until you

arrive at the estimated Reasonable Payment Plan (RPP) amount. Some adjustments may be appropriate to make. Other variables such as past due balance, annual consumption and EAP payments should be considered when determining an appropriate RPP amount.

2. Adjust the estimated amount the household should pay if the four payments are more than the annual energy consumption Determine a reasonable payment based on amount past due and annual consumption, less EAP payments, divided by twelve


Chapter 7Crisis

Reasonable Payment Worksheet, (RPW) Page 2 Page 73. When RPP amount from page 2 is different than what the household says

they can pay: If the amount the household says they can pay is high compared to the RPP amount

talk to them about it and establish the agreement at a lower amount with the understanding they can pay more.

If the RPP amount is more than the household says they can pay, ask assessment questions to determine financial conditions of the household to determine a RPP.

Document the assessment used to determine the RPP.Reasonable Payment Worksheet, completing Page 1 as needed

If the formula generated amount is adjusted, the reasonable payment amount must be entered manually on page 1

Discontinue completion of the full worksheet when you know the household can not pay – there is no need to complete the worksheet

Document in eHEAT


Chapter 7Crisis

Additional Steps to Complete theAdditional Steps to Complete the

Reasonable Payment ProcessReasonable Payment Process1. Calculate the likelihood of a credit or a past due balance after

reasonable payments are made and use the data to counsel the household regarding the likelihood of an EBA payment to their energy vendors

2. Provide a copy of the payment agreement to the household3. Document the activity in eHEAT 4. Create a Crisis event and obligate the EBA in eHEAT.


Chapter 7Crisis

Chapter 8Energy Related Repairs

Chapter Content ERR Policies and Procedures Time Frames for ERR Service Assistance Limit Procurement Mechanical Equipment and Work Standards Verification/Completion Certificates/Payments Payments ERR File Documentation Walk Away Policy

Will cover: Addition: W-9 Form. New Section: Walk Away Policy Clarification: Allowable electrical wiring Clarification: Home Ownership Guidance ERR Documentation


Training Topics

ERR Contractor controlsERR Contractor controls are SP responsibilityare SP responsibility Submit to Service Providers a completed W-9 Request for

Taxpayer Identification Number and Certification Form, which can be downloaded from the U.S. Internal Revenue Service website

Needed for most all and any business Already required from Energy Vendors This is a Control DOC will monitor


ERR Walk Away Policy

Circumstances may arise preventing a Service Provider or contractor from visiting a home or providing ERR services. Information leading to the denial or termination of a home visit or denial of ERR services may become evident:


Page 9

During a home visit to assist with application completion During the ERR eligibility process During an ERR contractor service call or bid preparation After ERR work has started

When Not To Provide a Home Visit or ERR Services

ERR Walk Away Policy (Continued)The Service Provider must: Document the circumstances preventing EAP activities from proceeding

and submit an Incident Report to the State EAP Office at the Department of Commerce.

Inform the client of the problem in writing and how the problem relates to the decision not to continue work. The letter must contain any or all of the following, as appropriate:

• Corrective actions required before assistance at the dwelling can continue, if any• A time frame for all corrective actions• Notification of the right to appeal the decision

A copy of the letter and any other notes or communication related to the circumstances of the case must be kept in the household’s file

Attempt to refer household to services appropriate to address the issues or report accordingly


ERR Walk Away Policy (Continued)

Is vacant Is condemned Has serious structural problems or potentially hazardous

health and safety conditions making ERR activities impossible, unsafe, or impractical

Is improperly connected to required utilities or does not allow sufficient access to the heating system

Owner or an occupant refuses to allow required work, diagnostic measures or safety tests


The Service Provider or ERR contractor must not provide service or remain at the residence if the dwelling:

There are vermin, unsanitary conditions or other health and safety problems exist on the property presenting hazards to workers or contractors

A household member or occupant is physically or verbally abusive A household member refuses to allow proposed measure(s) There are corrective actions the Service Provider or contractor

considers necessary before providing eligible services The household has a documented history of causing or creating

inappropriate no heat situations requiring a on-site service call or mechanical services


ERR Walk Away Policy (Continued)A Service Provider or ERR contractor may choose not to provide service or remain in a dwelling unit if:

Clarification: ERR is limited to the wiring (dedicated circuit) that connects from the furnace to the service panel or from the furnace to the thermostat. A dwelling must have adequate electrical service to operate the heating system to be repaired or replaced.

Allowable ERR Electrical


Page 3

Home Ownership GuidanceHome Ownership Guidance Name must match on home ownership the app name – validation Document the variation This is an internal control – responsible to make sure household and

house ownership are valid For ERR where applicant name does not match homeownership

documents. Ask them to declare they are who they say they are (signed statement, signed by notary).

must make a reasonable explanation for the discrepancy. proof of house payments Don't allow if HHD can't document names being for same person


ERR File Documentation Federal law is very specific about response time 18

hours to assure that household members are safe………..

If you don’t document – you are vulnerable 2010: $8,748,193 on ERR Largest single grant we give


ERR File Documentation

Description of need: Explain the existing conditions that make the request necessary

Explain how the problem (existing condition) will be fixed so that the household has a safe and reliable source of heat.

ERR Service Information – Activity Dates


ERR tracking form is mandatory Areas of concern:


Appendixes

ERR forms

InspectionsInspections EAP relies on SP to monitor and manage Need to exercise good consistent procedure Need to do better at filling out the (form)s Have sound local controls Improve Documentation ERR Best Practice: submission of invoices within 30

days


ERR and eHEATTimely Data Entry is vital Use eHEAT and enter during event Don’t wait until you are paying Train your staff on this


Chapter 9 Reach Out For Warmth

ContentsContents Eligibility Income Guidelines Benefits Matching Funds


ROFW FundsROFW FundsOperates with local, state

and federal money.

ROFW FundsROFW FundsOperates with local, state

and federal money.

Local FundsLocal FundsPrivate funds donated to

Service providers

Local FundsLocal FundsPrivate funds donated to

Service providers

State FundsState FundsPrivate money donated at

the state level.

State FundsState FundsPrivate money donated at

the state level.

Federal MatchFederal MatchFunds to match the private funds in 2:1

Federal MatchFederal MatchFunds to match the private funds in 2:1

EAP collaborates with ROFW on many levelsEAP collaborates with ROFW on many levels:: The DOC administers ROFW at the State level SPs administer ROFW at local level Administrative costs are paid by EAP Admin funds ROFW uses EAP Applications and eligibility criteria EAP funds ROFW at 2 to 1 match to private funds

ROFW FFY2010 HighlightsROFW FFY2010 Highlights Involvement of Pohlad Foundation Increase in financial resources

Increase in Local Fund Increase in State Matching Fund

Increase in number of SP participants Increase in number of households Increase in technical resources

eHEAT Recording and Searching

Increase in issues etc….



ROFW Annual ExpendituresROFW Annual Expenditures

ROFW SPs and HouseholdsROFW SPs and Households


FFY 2011 ROFW UpdatesFFY 2011 ROFW Updates EligibilityEligibility requirement for ROFW HHs remains same

HH income < 60 % of the SMI for past 3 complete months HH must be in Crisis Situation

Income guidelinesIncome guidelines for HHs eligibility remains same Past 3 complete months prior to signing an application and/or Prior year Self-employment worksheet for self-employed HHs Maximum income eligibility of the greatest of 60% SMI or 110% of

poverty

Chapter 9Reach Out For Warmth


State Median IncomeState Median Income for HHs has increased The maximum 3 months income eligibility for HHs has increased

* 110% of poverty is greater than 60% of SMI for households of 21 or more.

ROFW Maximum BenefitsROFW Maximum Benefits remains same $500 for Crisis and $500 for ERR benefit

FFY 2011 ROFW Updates (Continued)FFY 2011 ROFW Updates (Continued)

ROFW services & EAP fundsROFW services & EAP fundsAssurance 16Assurance 16 Use Assurance 16 dollars to negotiate with vendors or to

assist the household with budget management issues A16 cannot be used for ROFW fund raising

EAP Administrative FundsEAP Administrative Funds There are no separate administrative dollars available for

ROFW activities ROFW activities, including application & ROFW payment

processing, may be charged to regular EAP administration


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33 44

Search in eHEAT for ROFW Recipients:Search in eHEAT for ROFW Recipients:


Recording ROFW in eHEATRecording ROFW in eHEAT It’s required to record fed & local ROFW expenditures in

eHEAT Click radio button of the Application receiving ROFW Select “Maintain ROFW” from eHEAT’s ‘Manage Application’

dropdown box and click “Go” The next screen has boxes to enter the “State ROFW Amount”

and/or the “Local ROFW Amount” used to assist the household

Enter the ROFW benefits for the household and click “Save


2211

33 44

ROFW Recording in eHEAT


432.56

234.36234.36

Enter the amount hereEnter the amount here

ROFW Recording in eHEAT


Background

Pohlad Family Foundation funded ROFW to assist low income people during hard economic times and leverage the 2 to 1 State ROFW match

DOC promised to assure the Pohlad intention of leveraging the ROFW match is accomplished DOC wanted the funds to stimulate local fundraising activities and get more SP involved with

ROFW Pohlad & DOC did not want the funds to discourage other local ROFW fund raising

Policies & Procedures Federal ROFW rules requires unspent matching to be expended by September 30 or returned to

DOC SP utilize Pohlad funds in FFY10 and may carry over Pohlad funds into FFY11 Unused FFY2010 Federal matching funds will be unallocated after Sept 30, 2010 DOC will reallocate the Federal match in FFY11 of the Pohlad funds


Carl & Eloise Pohlad Family Foundation FundsCarl & Eloise Pohlad Family Foundation Funds

Assurance 16 Description A16 and Crisis Policies and Procedures Reasonable Payment Other A16 Activities Outreach, Collaboration and Coordination

Chapter 10Assurance 16

Chapter Content

OverviewOverview 7,169,008 allocated for A-16 activities Entering A16 Activities

2009: 130,994 2010: 156,946


Document your time in eHEATDocument your time in eHEAT Best practice – Entering “time spent” on activities and

using that time to document payroll records for A16 payroll.

eHEAT will sort information for you Staff Date Activity Time spentQuestions? Ask you Field Rep


Crisis to A-16 enhancement

Chapter StructureChapter StructureCombined all payment & Refund and then ordered in life cycle

Payments to Vendors Payments to Applicants Ownership of Assistance Refunds Household situation Changes Clarifying the Refund Process Processing Refunds in eHEAT Rebates

Chapter 11

Benefit Payments & RefundsBenefit Payments & Refunds

Training Topics1. Changes or Clarifications

Recovery of Benefit Overpayment due to error or fraud Refund by Benefit type

2. Aging payment Quality & Performance Control3. eHEAT Refund Process (KB)

Chapter 11


Recovery of EAP Benefit Overpayment Due to Error or Fraud

Error or fraud may result in the overpayment of EAP benefits to or on behalf of a household and Service Providers must recover these funds. All procedures and efforts to recover funds must be documented for audit purposes. See Chapter 13: Incidents, Errors & Fraud section for additional guidance.

Chapter 11


Page 5

Refund Checks Received After September 30

Refund checks received by Service Provider after September 30 for accounts closed before Oct. 1:

Chapter 11

Benefit Payments & RefundsBenefit Payments & RefundsPage 8

Accept the check from the vendor and forward the check to DOC Fiscal DOC enters refunds received into eHEAT for customer accounts closed

by the vendor Service Providers can handle household requests for refunds on a case

by case basis by contacting the DOC eHEAT administrator Service Providers have 30 days to locate household. The last day to

request household payment for a new vendor is November 30

Refund Checks Received After September 30

Chapter 11


These funds have lost their EAP designation Household has complete ownership of vendor account balances Vendor is responsible for funds remaining in the customer’s account.

For customer accounts not closed or not processed for closing before October 1, return checks to the vendor. After October 1:

Page 8

Refunds are not ID by Type When a vendor initiates a refund an amount is entered without regard to

benefit type EAP business rules assign returned fund in order:

1) Supplement 2) Crisis 3) PH This is done for accounting purposes, thus eHEAT assigns accordingly

What SP is to do: Send the money - Reissuing refund do not follow original benefit rules.

For example, SP does not have to check to see if there is a Crisis Funds should merely be redirected without regard to the origin

Chapter 11


Quality & Performance & Risk Controls FFY2010 was an outstanding year EAP started doing aging payment monitoring early Payment monitoring is something SP should

incorporate into routine business process

Chapter 11


Aging Payment Monitoring ProcessDOC reviews aging apps every Monday starting January Contacts SP with anomalies SP need to respond by the deadline

Chapter 11


Analyzing Late Payments for Quality ControlDOC guideline for analyzing patterns and norms Crisis EB (Non EBA) should not be more than a week ERR should not be more than 3 months EBA should not be more than 6 months Refunds should not be more than 30 days

Chapter 11


This is DOC’s analytical perspective SP should refine analysis & time spans based on local practices

Payment Risk Management Duplicate Vendor accounts

Went earlier and more frequent Direct payment check

No anomalies found 1% of all payments

Payment Certification has segregation of duty Employee Application process

Chapter 11


Refunds in eHEAT TopicsRefunds in eHEAT Topics Refund Life Cycle What the vendor does/sees Step by Step for a vendor to initiate a refund. How can an SP or vendor tell if “The Wall” exists?

VendorHow to do Refunds

Vendor Initiates Refund

SP Processes Refund

Refund Record

Payment Record

(status Refund)

Refund netted from payment EFT/Warrant # added to payment record

Batch

Refund can be seen in Payment Screen

Refunds Life Cycle


PaymentScreen

Refund Process Screen

Vendor Refunds in eHEAT1. Look up payment(s) [Do not try to initiate refund in Refund

Process tab]2. Choose payment click refund button3. Click add button4. Fill in amount and reason click submit, confirm5. The amount of the refund is restricted by the total benefits

paid to the vendor NOT by the payment chosen 6. After refund is created it can be seen in the Refund Process

screen

Only one refund is allowed until SP processes


Accessing Vendor Refund Screen


Vendor Initiating Refund (Add & Enter)


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Chapter StructureChapter Structure Client Notification Vendor Notification Providing Private Data to Energy Vendors

Chapter 12Chapter 12Client & Vendor NotificationClient & Vendor Notification

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Chapter StructureChapter Structure No major changes to this chapter However an eHEAT letter improvement project was

completed with SP guidance from Rachel Bagley, Mary Heilman, Debbie Miller, Judy Steinke, Susan Thompson, and Colana Wilson Met with us for a JAD and worked with us via email Very responsive and easy to work with - an excellent team


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eHEAT Letter ProjecteHEAT Letter Project Notifications are essential internal controls

Letters inform but are also used to cross-check information and reduce mistakes

New Letter content Improve customer service & reduce time spent managing

confusion, by updating eHEAT letters so they are accurate, clear & concise

Examples of revised letters are on our website


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eHEAT Letter ProjecteHEAT Letter ProjectNotification Letter changes


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eHEAT Letter ProjecteHEAT Letter ProjectNotification Letter changes


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eHEAT Letter ProjecteHEAT Letter ProjectDenial Letter – Ineligible Housing Type changesAt SP request, we removed “You live in a nursing home, prison, or other institutional housing. The Energy Assistance Program provides benefits to households in residential housing, but not institutions.”


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eHEAT Letter ProjecteHEAT Letter ProjectRight to Appeal sectionAdded the sentence “First contact us to explain your appeal.”


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Accessing Letter infoAccessing Letter infoNew eHEAT function for Request for Information letter Started this year It will only retain last letter sent Letter boiler plate versus SP entered text (shown on

next slide)


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Letter info in eHEATLetter info in eHEAT


1 ffy2011 eap annual training section 4 (of 6) presented at ffy2011 eap annual training august 11...

Documents

crisis chapter

crisis year

crisis hhd

crisis population

crisis policies

request crisis

crisis dollars available

households situation