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2017-2018 Ohio Energy Assistance Guidelines of 87

2017 – 2018 OHIO ENERGY ASSISTANCE GUIDELINES – TABLE OF CONTENTS

2017-2018 Ohio Energy Assistance Guidelines Policy Updates ……………………………..5

I – Energy Assistance Programs ............................................................................................ 6 E-1 Energy Assistance Programs Overview ............................................................................. 6 E-2 Eligibility requirements ....................................................................................................... 7

E-2.1 Income Guidelines for HEAP, WCP, and SCP ......................................................... 7 E-2.2 Household Income – Countable ............................................................................... 8 E-2.3 Documentation of Countable Income ....................................................................... 9 E-2.4 Household Income – Excluded ............................................................................... 15 E-2.5 Countable Income Periods ..................................................................................... 16 E-2.6 Lump Sums ............................................................................................................ 16 E-2.7 Assets Test ............................................................................................................. 16 E-2.8 Calculation of Household Income (except self-employed) ...................................... 16 E-2.9 Calculation of Income for Self-Employed ............................................................... 17 E-2.10 Self-Declaration of Income Form and Zero Income Form..................................... 17

E-2.10.1 Individuals in the Household claiming Zero Income …………………..……… …17 E-2.11 Household Size .................................................................................................... 17 E-2.12 Immigration Status ............................................................................................... 19 E-2.13 Ineligible Person(s) in an Eligible Household ....................................................... 19 E-2.14 Completion of the HEAP Application .................................................................... 20

II - Percentage of Income Payment Plan (PIPP) Plus ......................................................... 21 P-1 PIPP Plus Eligibility ........................................................................................................... 21

P-1.1 Payment Amounts ................................................................................................... 21 P-2 Customer Responsibility ................................................................................................... 22 P-3 PIPP Plus Terms ............................................................................................................... 22 P-4 PIPP Plus Components ..................................................................................................... 25

P-4.1 Graduate PIPP Plus ................................................................................................ 25 P-4.2 Post PIPP Plus ........................................................................................................ 26

III – The Winter Crisis Program (WCP)/(E-HEAP- EMERGENCY HEAP) ............................ 27 W-1 Eligibility Determination and Payment Guidelines for the Winter Crisis Program ............ 27 W-2 Appointment Scheduling/Interviewing Process ............................................................... 29

W-2.1 Utility Bills .............................................................................................................. 29 W-2.2 Permanently and Totally Disabled Customers....................................................... 30

W-2.3 Summary of Customer Documents Required ……………………………………….30 W-3 Winter Crisis Program and Enrollment in a Payment Plan .............................................. 31 W-4 Special Situations............................................................................................................ 32 W-5 Maximum Delivery and Payment Guidelines ................................................................... 32

W-5.1 Regulated Gas and Electric ................................................................................... 32 W-5.1.1 Certified Retail Electric Suppliers (CRES) ......................................................... 32 W-5.2 Unregulated Gas and Electric ................................................................................ 33 W-5.3 Bulk Fuels .............................................................................................................. 33

W-6 Requirements and Information for WCP …………………………………………………..39 W-6.1 Agency Employee, Relative, and/or Friend Application Review Policy .................. 39

W-7 Customer Files ................................................................................................................ 39 W-7.1 Customer Files – Documents to contain in all files for eligible customers ............. 40 W-7.2 Customer Files – Documents to contain in all files for ineligible customers .......... 41


W-7.3 Customer Files – Documents to contain in all incomplete files .............................. 41 W-7.4 Scanning ............................................................................................................... 41

W-8 Customer Outreach and Public Service Announcements (PSA) ..................................... 43 W-9 Payment Procedures ....................................................................................................... 44 W-10 Customer Inquiries from the Office of Community Assistance ...................................... 44 W-11 Exhausted Allocation ...................................................................................................... 44 W-12 Reporting Requirements ............................................................................................... 44 W-13 Recommended Referrals .............................................................................................. 45 W-14 Recovery ....................................................................................................................... 45 W-15 Liability for Incorrect Payments by the LDA ................................................................... 45 W-16 Rejected Records........................................................................................................... 45

IV – Summer Crisis Program (SCP) ..................................................................................... 46 S-1 Eligibility Determination .................................................................................................... 46

S-1.1Type of Benefits ......................................................................................................... 47 S-1.2 Benefit Details........................................................................................................... 48

S-1.2.1 Fans .................................................................................................................... 48 S-1.2.2 Prior Year Cooling Equipment Inventory ............................................................. 48

S-1.3 Restrictions ............................................................................................................... 49 S-1.4 Eligibility Determination/Payment ............................................................................. 50

S-2 Appointment Scheduling/Interview Process ...................................................................... 52 S-2.1 Utility Bills ................................................................................................................. 52 S-2.2 Permanently and Totally Disabled Customers .......................................................... 53 S-2.3 Required Documentation .......................................................................................... 53

S-3 Summer Crisis Program Terms ......................................................................................... 54 S-4 Special Situations.............................................................................................................. 54 S-5 Maximum Benefit and Payment Guidelines ...................................................................... 55 S-6 Required Forms and Information for Summer Crisis Program .......................................... 55

S-6.1 Agency Employee, Relative, and/or Friend Application Review Policy ..................... 56 S-7 Customer Files .................................................................................................................. 56

S-7.1 Customer Files – Eligible .......................................................................................... 56 S-7.2 Customer Files – Ineligible ....................................................................................... 57 S-7.3 Customer Files – Incomplete/Summer Crisis Program Closeout .............................. 57 S-7.4 Scanning ................................................................................................................... 58

S-8 Customer Outreach and Public Service Announcements (PSAs) ..................................... 58 S-8.1 Additional Media Standards ...................................................................................... 59

S-9 Payment Procedures......................................................................................................... 59 S-10 Customer Inquiries From the Office of Community Assistance ....................................... 59 S-11 Exhausted Allocation ....................................................................................................... 59 S-12 Reporting Requirements ................................................................................................. 59 S-13 Rejected Client Records ................................................................................................. 60 S-14 Recommended Referrals ................................................................................................ 60 S-15 Recovery of Funds .......................................................................................................... 60 S-16 Liability for Income Payments ......................................................................................... 60


V – Appendices ...................................................................................................................... 61 Appendix I: Household Income Guidelines Charts………………………………...……………. 61 Appendix II: Glossary .............................................................................................................. 62 Appendix III: Energy Assistance Program Appeal Procedure ................................................. 66 Appendix IV: Self-Declaration of Income Worksheet ............................................................... 67 Appendix V: Example of an Internal Revenue (IRS) Transcript………………………..……… 68 Appendix VI: Verfication Letter of Non-Filing of Return……………………………………….…. 70 Appendix VII: Health Care Spending Accounts Sample .......................................................... 71 Appendix VIII: Sample Live-In Aide Forms .............................................................................. 72 Appendix IX: Utility Verification Form- “Half Sheet” ................................................................. 74 Appendix X : Case Review Checklist ....................................................................................... 75 Appendix XI: PUCO and Utility Contacts ................................................................................. 77 Appendix XII: OCEAN Income Entry Samples ......................................................................... 78 Appendix XIII: Ineligible Applicant with Eligible Household Member ....................................... 79 Appendix XIV: OCEAN Report Instructions ............................................................................. 83


2017 – 2018 OHIO ENERGY ASSISTANCE GUIDELINES – POLICY UPDATES New Policy: When total household income is listed as Zero/No Income, Odd Jobs or Other

Income

• If a household’s total income is listed as zero/no income, odd jobs or other income, applicants must apply for assistance in-person at their Local Delegate Agency. Mailed in applications will not be accepted.

• The Zero Income Self-Declaration section of the application has been eliminated due to the above policy change. However, a worksheet is included in the Energy Assistance Guidelines in Appendix IV (Page 67) for Local Delegate Agencies to use with customers claiming zero/no income.

• All documentation must be scanned and uploaded in OCEAN. Saving a hard copy is optional.

Policy Update: Federal Poverty Guidelines

• The recently released 2017 Federal Poverty Guidelines will be effective for HEAP on July 1, 2017. The 2017-2018 application has been updated to reflect the new Federal Poverty Guidelines.


I – ENERGY ASSISTANCE PROGRAMS

E-1 Energy Assistance Programs Overview

Home Energy Assistance Program (HEAP) (also called ‘Regular HEAP’) – is a federally funded program designed to help income-eligible Ohioans with their winter heating bills. The program runs from July 1 to June 30 each year. Eligible customers receive a benefit in the form of a direct payment toward their energy heating bill. HEAP benefits are typically credited directly towards the eligible customer’s energy heating bill beginning in the month of January. Applications that are mailed into the Office of Community Assistance can take 12 to 16 weeks for processing. Applications may also be processed at the Local Delegate Agency. Winter Crisis Program (WCP) (also called ‘Emergency HEAP’ or E-HEAP) – provides a benefit

once per heating season to an income-eligible customer’s main and/or electric accounts. The benefit

can be used by eligible households that are disconnected (or have a pending disconnection notice),

need to establish new service, need to pay to transfer service or have 25 percent (or less) of bulk fuel

supply remaining. The program can also assist with fuel tank placement, fuel tank testing and furnace

repair. Customers apply in person at the Local Delegate Agency for WCP. The 2017 WCP begins

November 1, 2017 and ends March 31, 2018.

Summer Crisis Program (SCP) (also called ‘Summer Cooling’) - provides a one-time benefit

annually to your electric bill, and/or for the purchase of fans and air conditioners. Customers apply in

person at the Local Delegate Agency for SCP. The 2017 SCP begins July 1, 2017 and ends August

31, 2017.

Percentage of Income Payment Plan (PIPP) Plus Program – helps income-eligible Ohioans manage their energy bills year-round. The program allows eligible Ohioans to pay their energy bill each month based on a percentage of their income. To be eligible for the program, a customer must receive residential, electric or gas service from a company regulated by the Public Utilities Commission of Ohio (PUCO), have a total household income at or below 150 percent of the federal poverty level, and must apply for all Ohio Development Services Agency energy assistance programs for which he or she is eligible.


E-2 Eligibility requirements E-2.1 Income guidelines for HEAP, WCP, and SCP

To be eligible, a customer’s total household income for the last 12-months or 90-days from application date must be equal to or less than 175 percent of the federal poverty guidelines (FPG). The period used to determine annual income must not be more than 12-months or less than the most recent 90-day period from the application date. FEDERAL POVERTY GUIDELINES The below guidelines are revised annually. The chart displays income levels by household size for the 2017-2018 (July 1, 2017 – June 30, 2018) program year and must be used to determine eligibility:

Size of Household Yearly Income Limit Three Month Income Limit

1 $21,105.00 $ 5,276.25

2 $28,420.00 $ 7,105.00

3 $35,735.00 $ 8,933.75

4 $43,050.00 $10,762.50

5 $50,365.00 $12,591.25

6 $57,680.00 $14,420.00

7 $64,995.00 $16,248.75

8 $72,310.00 $18,077.50

Households with more than eight members must add $7,315 to the yearly income or $1,828.75 to the 90-day income for each additional member. Household Income is defined as the gross income for all household members 18 years of age or older.

Income earned by a dependent minor (less than 18 years of age) in the household is excluded from the total household income calculation. Only an emancipated minor may be considered a head of household.

(Guidelines are also listed in Appendix I, on Page 61. Glossary for program definitions and additional clarification regarding income are listed in Appendix II, starting on Page 62.)


E-2.2 Household Income – Countable

Countable Income (Included Income)

• Active Military Pay (Basic pay)

• Adoption Assistance

• Alimony

• Annuity

• Black Lung

• Capital Gains – proceeds from sale of property, home and stock

• Cash Gifts

• Cash Withdrawals from Individual Retirement Accounts (IRA)

• Child Support Received

• Commissions

• Company Disability and Black Lung

• Contract Income

• Disability Assistance (DA)

• Estate and Trust Settlements – minus attorney fees – (one-time payment or lump sum)

• Farm Income

• Garnished Wages, including Bankruptcy/Chapter 13

• Grants/Training Stipends – living expenses only

• Immigrant Relocation Allowance

• Income received from Gas and Oil Leases

• Interest earned from Savings Accounts

• Legal Settlements

• Lump Sum Distribution

• Odd Jobs

• Ohio Electronic Child Care (Ohio ECC) - Provider Income

• Pensions – Government/Veterans/Private Industry

• Rental Income earned from rental property

• Self-Employment Income

• Social Security, Supplemental Security Income (SSI), Social Security Disability (SSDI) (Excluding Medicare Deductions)

• Strike Benefits

• Temporary Assistance to Needy Families (TANF) / General Assistance (GA)

• Unearned income paid to or on the behalf of minors

• Unemployment Benefits

• Utility Allowances (as discretionary income)

• Veteran’s Administration Benefits

• Wages / Tips

• Widows/Widower’s Benefits

• Workers' Compensation

See E-2.4 for ‘Excluded Income’


E-2.3 Documentation of Countable Income

Income of all adults must be documented in the OCEAN Client File. To accurately document household eligibility or ineligibility, each customer application must include acceptable documentation of household income. The table below provides examples of acceptable documentation for countable income sources. In some cases, documentation provided in a previous Energy Assistance Program application that was scanned and uploaded into OCEAN may be used to document income for the current application if the timeframe permits. Prior scanned documentation may be used when the date on the previous documentation falls within the current calendar year and the household income has not changed. An example is: a supplemental Security Income award letter received and uploaded in January 2016 for a customer applying for assistance in November of 2016.

INCOME SOURCE TYPES OF ACCEPTABLE DOCUMENTATION

ACTIVE MILITARY PAY (BASIC PAY)

• Check stub/Pay Statement

ADOPTION ASSISTANCE • Copy of check or assistance statement

ALIMONY DIVORCE SETTLEMENTS/SPOUSAL SUPPORT

• Bank statement

• Court Documents

• IRS Form 1040 (line 11)/IRS Tax Transcript(s) (Most Recent)

ANNUITIES

• Copy of check

• Most recent IRS form 1099-R (box 1)

• Most recent IRS form 1040 (line 16a) with clarification if necessary/ IRS Tax Transcript(s) (Most Recent)

• Bank Statements

BLACK LUNG • Copy of check

• Award letter

CAPITAL GAINS • IRS Tax Statement Form 1040 (line 13) with Schedule

D/IRS Tax Transcript(s) (Most Recent)

• IRS Tax Statement Form 1099-DIV

CASH DISTRIBUTIONS/ WITHDRAWALS FROM INDIVIDUAL RETIREMENT ACCOUNTS (IRA)

• Copy of check

• Most recent IRS Form 1099-R (box 1)

• IRS Form 1040 (line 15a/15b)/IRS Tax Transcript(s) (Most Recent) with clarification if necessary

CHILD SUPPORT RECEIVED

• Payment Printout/statement from agency issuing payments ex: Ohio Department of Job and Family Services (ODJFS)

• Court Documents with clarification of amounts if necessary

• Copy of check

COMPANY/EMPLOYMENT DISABILITY

• Award letter with clarification if necessary

• Copy of check stub/pay statement with clarification if necessary


DISABILITY ASSISTANCE (DA)/GENERAL ASSISTANCE (GA)

SEE TEMPORARY ASSISTANCE TO NEEDY FAMILIES (TANF)

ESTATE AND TRUST SETTLEMENTS

• Written documentation from executor, attorney, bank representative, administrator of estate, Power of Attorney (POA) etc. Note: Attorney’s fees are out-of-pocket expenses and are excluded in the calculation of income.

• IRS Form 1040 with Schedule E (this is correct according to the IRS website)/IRS Tax Transcript(s) (Most Recent)

GARNISHEED WAGES/CHAPTER 13 BANKRUPTCY

SEE WAGES

GRANTS/TRAINING STIPENDS/WORK STUDY PROGRAMS, FELLOWSHIPS, SCHOLARSHIPS (exclude amounts for books, educational fees, and tuition)

• Statement from educational institution or company providing grant with clarification if necessary

• Award Letter with clarification if necessary

• IRS Form 1099 and 1040/IRS Tax Transcript(s) (Most Recent)

• IRS Form W-2

• Allowance Statement

• Copy of check with clarification if necessary

• Some students receive a tax form (W-2 or 1099) for Work Study Programs, Fellowships and Scholarships. Amounts restricted to particular usages/expenditures such as: books, educational fees and tuition are excluded.

Example: Susan Harris, who attends The Ohio State University, receives a $ 1,800 scholarship, with $1,000 specifically designated for tuition and $800 specifically designated for living expenses. Although her tuition is $1,600 she may only exclude $1,000, the other $800 is designated as living expenses and must be included in the income calculation (if it was received during the 90-day calculation period).

GIFTS- CASH

• Cash given directly to the customer from anyone to pay bills at his/her own discretion. It is counted as a source of income (i.e. the customer can spend the money however he/she wishes to spend it even if the “giver” intends for the “receiver” to use it to pay bills).

IMMIGRANT RELOCATION ALLOWANCE

• Allowance Statement


INTEREST (earned from financial accounts)

• Bank statement

• Most recent IRS form 1099 (form INT boxes 1-3)

• Most recent IRS form 1040 (line 8a through 9b) (box 1)/IRS Tax Transcript (s) (Most Recent)


LUMP SUM DISTRIBUTION/SOCIAL SECURITY OR DISABILITY LUMP SUM AWARDS, INSURANCE POLICY PAYOUTS, LOTTERY WINNINGS, etc. (See E-2.6)

• Statement from financial institution


• IRS Form 1040 (line 21)/IRS Tax Transcript(s) (Most Recent)

• IRS Form W-2, W-2G

MONETARY ASSISTANCE

• A signed letter, from the person(s) supporting the household including contact information (name, address and phone number). This letter should include the amount(s) and the frequency of assistance. (For example, I, John Doe, provide $100 monthly to Jack Doe to cover … expenses.)

• If the customer bills are paid directly to the creditor, proof of cancelled checks and receipts are required and would not be counted as income.

• Remember to determine if the amount is a loan. If the customer states that they are expected to pay the money back, this would be considered a loan and would NOT be counted as income. To determine if an amount is a loan please follow the instructions below:

• Loans from Institutions: The customer must provide a statement from a lending institution (bank, credit union, or finance company) which shows amount borrowed, payment amount, principle, and interest and finance charges.

• Loans from Individuals: The customer must provide a notarized statement which includes the same information listed under “Loans from Institutions” above where applicable. If the customer is unable to provide this documentation then the amount the customer is receiving from an individual would be considered discretionary income (see Appendix I: Glossary), and would be counted as income.

OHIO ELECTRONIC CHILD CARE (OHIO ECC)

• Printout of provider payment detailing information from the Ohio ECC.

The Child Care provider must be Ohio Licensed and Certified by the state, providing day care services to qualified program participants (i.e., children).

PENSIONS (Government, Private Industry) Government Pensions include: Public Employees Retirement Systems (PERS), School Employees Retirement Pension (SERS), Military Pension, Police, Firefighters, Railroad Workers

• Copy of check – if pension is from a private company, and no company name is listed, clarification of the name is acceptable.

• Award letter

• Most recent IRS form 1099-R (box 1)

• IRS form 1040 line 16a/16b/IRS Tax Transcript(s) (Most Recent)

• Bank Statements


SELF-EMPLOYMENT, FARM INCOME/ ODD JOBS/RENTAL INCOME

• Most recent IRS Form 1040 (line 12, with schedule C-EZ, Line 17 with Schedule E or Line 18 with Schedule F)/IRS Tax Transcript (s) (Most Recent)

• IRS Form 1099-Misc (box 1)

• Quarterly Statements and estimated tax payments (past 3 months/90 days)

• Copy of financial statements or accounting records for at least the past 90 days/3 months

Rental Income is Countable Income. Example: James Doe receives $300 a month from his son for renting him a home; this is not considered self-employment. However, situations where the customer owns and operates multiple properties, for the purpose of charging and collecting rents, as a means to provide a living his income would be generating activities and qualify as self-employment (rental real estate). Profits from rental property(ies) would be used in the calculation of household income. HEAP/WCP/SCP/PIPP Plus allows the customer to use the same deductions to calculate gross income/profit as the IRS; with two exceptions: Business Expansion and Carryover/Net Operating Loss (NOL). These deductions must be added back into the customer’s total income and can be found on appropriate tax forms/schedules/IRS Tax Transcript(s).

SOCIAL SECURITY, SSI (Supplemental Security Income), SSA (Social Security Assistance), SSDI (Social Security Disability Income)

• Award/Benefit Letter

• Bank Statement with Deposit Amount

• Copy of Check

• Printout from Social Security Office

• Medicare Part D

• Most recent IRS Form SSA-1099 (box 3) (Most Recent)

• IRS Form 1040 (line 20a-20b)/IRS Tax Transcript (s) (Most Recent)

STRIKE BENEFITS • Check stub/pay statement

TEMPORARY ASSISTANCE TO NEEDY FAMILIES (TANF) (Disability Assistance (DA), General Assistance (GA), Ohio Works First (OWF) Aid to Dependent Children (ADCF) Welfare, Public Assistance (PA))

• Copy of check

• ODJFS documents

• Bank statement

UNEARNED INCOME PAID TO OR ON the BEHALF OF MINORS (Social Security, Supplemental Security Income, Child Support received, etc.)

See appropriate “Types of Acceptable Documentation” box within this section.


UNEMPLOYMENT BENEFITS

• Copy of check/Award amount letter

• ODJFS documents (must list name and/or Social Security Number and date)

• Eligibility letter with amounts and date

• Most recent IRS Form 1040 (line 19)/IRS Tax Transcript(s) (Most Recent)

• Most recent IRS Form 1099-G (box 1)

UTILITY ALLOWANCES (if received as discretionary income)

• Housing Authority Documentation

• Lease/Rental Agreement

• ODJFS documents

• Utility allowances are usually a very small amount of income and it is acceptable if the customer explains how they are surviving by utilizing the self-declaration form.

Example: The customer states they are receiving food stamps and live in government subsidized housing if the documentation demonstrates the housing needs are met, no further documentation or clarification is needed.

WAGES/GROSS EARNINGS

• Pay stub(s) — must cover income period of (at least) the past 90 days

Example: If an eligible customer is paid weekly, they must provide a minimum of 13 sequential pay stubs. If the household is missing one pay stub, but has provided all other pay stubs, including the proceeding and subsequent stub, the intake worker may verify the missing pay amount by utilizing the year-to-date difference. When calculating year-to-date difference, the intake worker should utilize the self-declaration form (Appendix III) to document all calculations. For example, if the pay stub that is missing is from pay date 2/5/2017 but the pay stub dated 1/29/2017 and 2/12/2017 is provided, subtract the gross pay received for the 2/12/17 pay period from the gross year-to-date amount on the 2/12/2017 stub, this amount is then subtracted from the year-to-date on the pay received 1/29/2017. That amount represents the missing pay stub. This method is only acceptable if the customer is missing one pay stub.

If the household has provided all but the final pay stub during the 90-day period, and the year-to-date gross amount indicates this was not the first pay (i.e. the year-to-date gross amount matches the gross amount received on that pay) then the LDA may accept a signed self-declaration statement from the customer.

• If the household is determined over-income when reviewing 90 days’ gross income, the intake worker must review the previous 12 months of gross income to determine eligibility.

• Statement from employer (must list customer’s name) with company name/letterhead. Handwritten documentation


without a company, name, address, contact name, telephone number, etc. is not acceptable.

TIPS: If tips are not declared or listed, the amount received needs to be clarified.

Example: A waitress/bartender/busboy is paid $2 an hour; if his/her income is supplemented by tips to equal $10 an hour, clarification/proof of the additional $8 tip income is needed.

Garnished Wages, Chapter 13 Bankruptcy and elective payroll deductions (Example: Christmas Club, payroll advances etc.) are included in total gross household income calculation even though these are usually listed in the deduction section of a paystub.

WIDOWS/WIDOWER’S BENEFIT • A Social Security benefit received based on the customers

deceased spouse’s earnings record.

WORKERS COMPENSATION

• Award letter with clarification of amounts if necessary

• Printout/letter from agency providing disability compensation (Bureau of Workers Comp (BWC)) etc.


• Bank statement

ZERO INCOME

• A signed Zero Income Self-Declaration Form (Appendix III) explaining how the customer is surviving and/or maintaining his/her household. This form must explain in detail the customer’s source of maintaining shelter; receiving food; paying bills, etc. (See E-2.1). If monetary assistance is provided, documentation must be obtained (see examples of monetary assistance). If the entire household claims zero income, then the agency may request an IRS tax transcript. See Appendix IV and E 2.10 for additional details


E-2.4 Household Income – Excluded

Excluded Income

• Agent Orange Compensation/Benefit

• Assets from bank withdrawals (90 day rule)

• Attorney’s fees for Estate and Trust Settlements

• Child Support Paid Out

• FEMA – Cash Payments

• Food Assistance Benefit – Food Stamps, SNAP, etc. (Cash or equivalent)

• Funds/training stipends designated for specific purposes (i.e., educational grants/training stipends for tuition and/or books only-not living expenses)

• Handicapped Income – self-sufficiency programs (example: work expenses for the blind)

• Health Care Spending Accounts – non-taxable health care spending accounts are allowable deductions from income and should be treated the same as health insurance premiums in OCEAN

• Health Insurance Premiums (dental, vision, health and supplemental insurance)

• Income earned by dependent minors less than 18 years of age

• Jury duty

• Loans from individuals or institutions requiring repayment of either principle or principle and interest

• Medicaid spend-down

• Medicare Part D (prescription premium)

• Medicare Payments

• Military Allowances for Subsistence, Housing, Family Separation, etc.

• Title XX Benefits

• Ohio waiver program

• Prevention, Retention, and Contingency (PRC) – assistance to attempt to divert families from long term financial dependency

• Reimbursement for Work Expenses

• Proceeds from Reverse Mortgages

• Stipend for Foster Care

• Tax refunds and rebates

• Title III Disaster Relief Emergency Assistance Program (DREAP)

• Title V Wages/Senior Community Employment Programs (SCEP) – Older Americans’ Act (Public Law 100-175) Experience Works (formerly Green Thumb), Foster Grandparents Program, Mature Services

• Transportation Allowances (i.e., Workforce Investment Opportunity Act (WIOA), Job Training Partnership Act (JTPA), Workfare

• Veterans Affairs (VA) Service-Related Disability/including surviving dependents

• Volunteers in Service to America (Vista) or other AmeriCorps Stipends

• Work Allowances (i.e., Learning Earning and Parenting [LEAP]

See E-2.2 for Countable Income


E-2.5 Countable Income Periods

Only count the income received during the previous 90-days or 12-months from the date of application to determine eligibility. Calculate each source of income starting with the date of the application. Include any income received during the immediate prior 90 days up to and including the date of the application. DO NOT estimate the amount of potential or upcoming payments.

E-2.6 Lump Sums

Prorated lump sum amounts are not to be counted as monthly income when determining PIPP Plus payments. If the lump sum was received outside of the 90 days, then it should not be counted. However, if the lump sum is in the bank and is earning interest, then only the interest earned is to be counted as income. This includes child support received as a lump sum, even if it is from a prior calendar year. Child support received within an eligible income period must be counted as part of the income, even if it is back child support.

E-2.7 Assets Test

The energy assistance programs administered by the Ohio Development Services Agency do not use an assets test to determine eligibility for benefits.

E-2.8 Calculation of Household Income (except self-employed)

When initially reviewing if the household would be income eligible, follow steps 1-4 (below) for all the energy assistance program customers except those filing with the Internal Revenue Services (IRS) as self-employed. This procedure applies to both the 90-day and 12-month income eligibility periods.

Step 1: Add the total gross income for each adult member of the household who is 18 years of age

or older. Do not include wage or salary income earned by dependent minors less than 18 years of age. (See definition and countable income list).

Step 2: Subtract any source of income found on the income exclusion list. Step 3: Add all prorated monthly lump sum amounts. Step 4: Compare the results of your calculations (steps 1, 2, 3) with the income eligibility guideline

(See E-2.1) When entering income information in OCEAN, enter the exact, individual income received for each adult household member for at least the previous 90 days. For example, if an adult member is employed and being paid on a weekly basis, enter into OCEAN each paystub received during the 90-day period. If the household is determined to be over income for the previous 90 days, the intake worker should assess the household’s eligibility by reviewing the previous 12 months’ household income. If the household is over income for the 90-day period and the 12-month period, the household is not eligible to receive assistance.


E-2.9 Calculation of Income for Self-Employed

In the computation of gross household income, the net income from operation of a business or profession, or rental of real or personal property should be used. Except for expenditures for business expansion and carryover losses, all operating expenses accepted by the United States Internal Revenue Service (IRS) shall be accepted by the energy assistance programs administered by the Ohio Development Services Agency, in the cases where net income is accepted. A copy of the customer's IRS tax transcript which reflects gross profit and a list of business expenses for the specific 12-months or 90-days prior to and including the date of application are required for final approval of self-employed customers.

E-2.10 Self-Declaration of Income If a household’s total income is zero or the only source of household income is “odd jobs” or “other” income type the household must apply for assistance at their Local Delegate Agency (LDA). Documentation on how the household is maintained must be included in the customer application. During the intake process every effort should be made to obtain appropriate documentation. The self-declaration of income worksheet is required to be completed by energy assistance applicant at the LDA. The LDA has the option to require the household to provide a tax transcript. IRS transcripts can be obtained by going to: wwwirs.gov/Individuals/Get-Transcript or by calling 1-800-908-9946 for assistance.

Self-Declaration of Income Worksheet – See Appendix IV, Page 67

E-2.10.1 Individuals in the household claiming zero income

Individuals 18 years of age or older claiming zero income must provide an explanation on a separate sheet. (Per household & income section – in the application.)

E-2.11 Household Size

A household is defined by Section 2603 (5) of the Low-Income Energy Assistance Act of 1981 (as amended) as any individual or group of individuals who are living together as one economic unit for whom residential energy is customarily purchased in common or who make undesignated payments for energy in the form of rent. The OCA will adhere to this definition, and makes no distinction between homeowners and renters.

Household members are persons who share a common kitchen or bath and purchase residential energy in common. Those persons should apply for energy assistance on one application. Those sharing a kitchen or bath are to be counted. However, a Live-in Aide should NOT be counted, nor should his/her income. Documentation verifying Live-in Aide designation is required. Please see Appendix VII for an example of a “Live-in-Aide” form.

• Tax dependents are to be counted if they live in the household.

• Those in military service are to be counted.

• Those temporarily in a hospital/nursing home are to be counted. Household members in a hospital or nursing home for more than 6 months or permanently are NOT to be counted.

• Children of divorced/separated couples are to be counted based on the following information: o Person/persons who has/have LEGAL custody; o If JOINT custody, person/persons who claim/claims children for tax purposes; o If joint taxes filed, the household that applies for energy assistance first.

• Foster children should NOT be counted, nor should foster care income.


• Those in prison/jail for an extended term (6 months or more), are NOT to be counted.

• Foreign students may not apply as separate households.

• College students, living away from home, are to be counted as part of the household if they are claimed as dependents for tax purposes. However, the tax dependent student may still apply for assistance as a separate household. If this situation causes a duplication error in the OCEAN system, please contact the OCA OCEAN Help Desk.


E-2.12 Immigration Status

Citizenship All customer files must contain proof of citizenship or legal residency (Qualified Alien) status for all household members. The following items may be submitted as proof of residency status:

Proof of U.S. Citizenship Proof of Legal Residency/Qualified Alien

Birth Certificate/Hospital Birth Records Naturalization Papers/Certifications of Citizenship

Baptismal Records (only when place and date of birth is shown)

INS ID Card

Indian Census Record Alien Registration Cards/Re-entry Permits

Military Service Record INS Form I-151 or I-551 (Form I-151 will not be valid after August 1, 1993)

U.S. Passport

INS Form I-94 if annotated with either: a) Sections 203(a)(7), 207, 208, 212(d)(5), 243(h), or 241(b)(3) of the Immigration and Nationality Act: or b) One or a combination of the following terms: One or a combination of the following terms: Refugee, Parolee, or Asylee

Verified Citizenship for OWF Program Permanent Visa

Voter Registration Cards

INS Form G-641, “Application for verification of Information from INS Records”, when annotated at bottom by INS representative as lawful admission for humanitarian reasons

Social Security Cards administered by the Social Security Administration that do not include notes regarding work authorization status will be acceptable verification for citizenship.

Documentation that alien is classified pursuant to Sections: 101(a)(2), 203(a), 204(a)(1)(a), 207, 208, 212(d)(5), 241(b)(3), 243(h), or 244(a)(3), of the Immigration and Nationality Act

Court order stating that deportation has been withheld pursuant to Section 241(b)(3) or 243(h) or of the Immigration and Nationality Act

INS Form I-688

E-2.13 Ineligible Person(s) in an Eligible Household

Ineligible persons include the following: foster children, undocumented aliens, persons in the United States on a student visa, duplicates within the OCEAN system (previously counted in another household), and those incarcerated for a period 6 months or longer or in a long term medical facility. Please contact the Office of Community Assistance Help Desk when a duplication error is present. Non-citizens in the home shall have their income counted but not their household membership.


E-2.14 Completion of the HEAP Application

The Local Delegate Agency (LDA) is responsible for completing the current program year’s HEAP application at the same time the Winter Crisis Program, Summer Crisis Program or PIPP Plus application is completed. Should the HEAP application require additional documentation or information, enter detailed notes into OCEAN. If the HEAP application is incomplete in OCEAN or was started by another organization, the LDA should complete the application if all required documents have been submitted. All documentation, regardless of complete or incomplete status should be scanned and uploaded into the client details Page in OCEAN.


II - PERCENTAGE OF INCOME PAYMENT PLAN (PIPP) PLUS

The Percentage of Income Payment Plan (PIPP) Plus program makes monthly energy bills more affordable year-round for households with utilities regulated by the Public Utilities Commission of Ohio. For PIPP Plus households that pay the monthly PIPP Plus payment on-time and in-full, a portion of the customer’s old debt and the rest of that month’s bill will be eliminated. The PIPP Plus payment amount is based on the household’s countable income received during the previous 30 days. Households that are at or below 150 percent of the federal poverty guidelines, have service through a regulated utility company and have an active utility account in their name are eligible. Households that apply for PIPP Plus must also apply for other energy assistance programs available through the Ohio Development Services Agency (i.e. HEAP and Electrical Partnership Program). Please keep in mind that customers have the option to be on PIPP Plus for gas or electric or both, it is not required that they be on both.

P-1 PIPP Plus Eligibility

Households with a gross annual household income at or below 150 percent of the federal poverty guidelines are eligible to participate in PIPP Plus. See current income eligibility chart below.


1 $18,090 $4,522.50

2 $24,360 $6,090.00

3 $30,630 $7,657.50

4 $36,900 $9,225.00

5 $43,170 $10,792.50

6 $49,440 $12,360.00

7 $55,710 $13,927.50

8 $61,980 $15,495.00

For households with more than eight members, add $6,270 per member for 12 months or $1,567.50 for three months. Please review the Energy Assistance Guidelines sections E-2.2 through E-2.13 for instructions to determine household eligibility.

P-1.1 Payment Amounts

• For households that heat with gas, they will pay 6 percent of their gross monthly income to gas and 6 percent of their gross monthly income to electric.

• Households that heat with electric pay 10 percent of their gross monthly income.

• Households with non-electric heat (i.e. bulk fuel customers) pay 6 percent of their gross monthly income towards their eligible electric utility.

• Households with zero income pay the minimum payment of $10 towards their utility bills.

• If the customer is establishing service as a new customer, a deposit is not required when enrolling in PIPP Plus. If the deposit was previously paid, that amount will be used to reduce any previous debt.


P-2 Customer Responsibility

First PIPP Plus The first PIPP Plus installment is owed to the company by the due date of the current bill. If the due date of the current bill has passed and the customer has not made a payment, the customer will be required to make two installment payments by the due date of the next bill (one installment will be applied to the past due bill, and one installment will cover the current installment amount due). Also, no arrearage credit will be received for the first month if the first PIPP Plus payment is not made. Once active on PIPP Plus

• When PIPP Plus payments are made on-time and in-full, the balance of the billed amount (the difference between the PIPP Plus installment and the actual bill) will be eliminated. The customer will also receive a credit toward any old debt. If on-time and in-full payments are made for 24 straight months, all arrearages (old debt) will be eliminated. o Fees will not be assessed for late payments, but no credit will be received on the outstanding

bill balance for that month.

• Customers are responsible for staying current with all PIPP Plus payments.

• Customers must report any changes in the household income or household members.

• Customers must reverify the household income annually.

• All default PIPP Plus payments must be paid in-full by their anniversary date. If customers are noncompliant with the PIPP Plus program they can be dropped from the program for 24 months and will be responsible for any arrearages due on their utility accounts.

P-3 PIPP Plus Terms In order to remain on the PIPP Plus program, eligible customers must do the following: pay on-time and in-full, reverify eligibility annually and reverify whenever their income or number of household members changes. The customer’s “anniversary date” and the “reverification date” will be printed on the bill. The anniversary date is the date the customer first enrolled in the PIPP Plus Program. This date will not change. If a customer has PIPP Plus default on their account, they will have until their anniversary date to get current with the payments or they will be dropped. The customer’s reverification date is the date the customer’s application is processed annually. Customers are required to reverify their PIPP Plus eligibility annually or at any point throughout the year if they have a change in their household income or household members. Customers are notified (by mail from the Ohio Development Services Agency) that they have 30 days to reverify or they will be dropped from the program. The customers’ re-verification date may change from year-to-year as it is based on the annual application date. To be considered on-time, a customer must make their PIPP Plus payment before their next utility bill is issued. Any payments made after the new bill is issued are considered late for the prior bill. In such cases the customer will not receive a credit for the difference between their PIPP amount and their actual billing amount or arrearage credits for that month.


A customer may voluntarily leave the program or may be dropped from PIPP Plus for noncompliance. The table below represents possible reasons for being removed from PIPP Plus:

Voluntarily leaves PIPP Plus: In-Voluntarily removed from PIPP Plus:

Joined Utility Payment Plan Over Income

Utility bill is less than the PIPP Plus amount Customer Failed to Reverify

Switching to 3rd Party Suppliers Customer Disconnected for 2 Consecutive Months (Account Default)

PIPP Plus Amount may be less than the actual bill, but more than the customer can pay.

Customer Declines Participation in Energy Efficiency or Weatherization Programs

Customer Request Theft of Service

Customer Enrolled in Error Tampering

Finalized Account; Moved, or Put in Different Name Customer Not Current with PIPP Plus Installments (Account Default)

Grad PIPP Dropped Due to Zero Balance Dropped by Utility Company

Grad PIPP Drop to Enroll on PIPP Plus Bill is not in the name of the primary applicant or an adult household member.

Shared (Master) Metered

Energy Included in the Rent

If a customer was dropped from PIPP Plus and would like to re-enroll, the following requirements must be met in order to enroll:

Voluntarily Drop

Gas Electric Duke

Customer leaves PIPP Plus and wants to re-enroll within 12 months

Must pay all PIPP Plus installments for the time that he/she was not on PIPP Plus minus any payments made during the same time period.

Must pay all installments for the time he/she was not on the program minus any payments made during that same time period up to the customer’s arrearages.

Follows the gas rule

Customer leaves PIPP Plus and wants to re-enroll after 12 months, and has no outstanding arrearages

Required to pay the first PIPP Plus installment



Customer leaves PIPP Plus and wants to re-enroll after 12 months, and has outstanding arrearages

Required to pay missed PIPP Plus installments for the number of months he/she was not on the program, minus payments made during that period, up to the customer’s arrearages at the time he/she left the program.

Required to pay missed PIPP Plus installments for the number of months he/she was not on the program, minus payments made during that period, up to the customer’s arrearages in addition to the first PIPP Plus installment

Will only charge customers up to 24 months’ worth of installments minus payments made during that period, up to the customer’s account balance.


Involuntarily Dropped

Gas Electric

Disconnection of service

All missed PIPP Plus payments, monthly charges for the months they were not on the program, and installments amounts for those months when the customer did not have service, minus payments made, up to the customer’s arrearage

Any past due installments, installments for months they were not on the program, including the time they were disconnected, plus reconnection fees, minus payments made, not to exceed the account balance.

All other non-voluntary drop reasons

All missed PIPP Plus payments, monthly charges for the months they were not on the program, and installments amounts for those months when the customer did not have service, minus payments made, up to the customer’s arrearage

All missed PIPP Plus payments plus monthly charges for those months that the service was on, minus any payments made, up to the account balance.

Noncompliance drop

Customer will be banned from PIPP Plus for 24 months and may have to pay back Delta credits received

Customer will be banned from PIPP Plus for 24 months and may have to pay back Delta credits received.


P-4 PIPP Plus Components

P-4.1 Graduate PIPP Plus Graduate PIPP Plus is offered to PIPP Plus customers who are over income for the program, or customers who wish to be removed from PIPP Plus but still have arrearages on their account.

Graduate PIPP Plus eligibility: • Customers must have been on PIPP Plus at some point in the past 12 months. • Customer must be current with their PIPP Plus payments. • Customers must have PIPP Plus arrearages on their accounts.

Note: A customer can only be on Graduate PIPP Plus for one year

Benefits of Graduate PIPP Plus: • For every in-full and on-time payment customers will receive a credit of 1/12th of their total

account balance. After 12 consecutive payments, the customer’s arrearages will be reduced to zero.

• For every in-full and on-time payment customers will receive a credit for the difference between their Graduate PIPP Plus payment and their billing charges.

Graduate PIPP Plus amount: • A customer’s Graduate PIPP Plus amount is based off their most recent PIPP Plus installment

amount plus their budget billing amount with the utility divided by two. Length of Graduate PIPP Plus program: • Graduate PIPP Plus lasts for one year starting from the date the customer is removed from

PIPP Plus. If the customer does not start on Graduate PIPP Plus in the month they are dropped, they will not receive credits for the months they were not enrolled, and will not receive the full benefits of the program.

• Example: The customer drops from PIPP Plus in January but does not choose to enroll onto Graduate PIPP until March; the customer will only have 10 months of Graduate PIPP Plus to utilize.

• If the customer reaches the end of their Graduate PIPP Plus term and they have not received arrearages and delta credits for all 12 months on the program, any remaining balance will become due.


P-4.2 Post PIPP Plus

Post PIPP Plus is a 12-month payment plan for former PIPP Plus and Graduate PIPP Plus customers who are no longer customers of the utility but still have arrearages on their account. Post PIPP Plus is only available in the 12 months immediately after a PIPP Plus account is closed.

Post PIPP Plus eligibility: Customers who are closing their utility accounts for the following reason: • Moving beyond the utility companies service territory, • Transferring to a residence where utility service is not in the former PIPP Plus or Graduate

PIPP Plus customer’s name, or • Moving to a master-metered residence. Benefits of Post PIPP Plus: • Customers will have 12 months to earn credits to their outstanding balance by making

installments to their former utility. • For every payment of 1/60th of the outstanding balance, the customer earns a credit equal to

1/12th of the outstanding balance. Post PIPP Plus amount: • The customer will pay 1/60th of the final balance on their closed account over a 12-month

period. • Example: A customer’s final account balance is $2,400. the customer will pay 1/60th of

$2,400 as their Post PIPP Plus amount. • $2,400/60 = $40 Post PIPP Plus payment.

• For every payment the customer makes they will receive a credit of 1/12th the total account balance.

• $2,400/12 = $200 arrearage credit

*Some gas companies are not required to offer PIPP Plus. Brainard Gas, Ohio Cumberland Gas, Orwell Natural Gas Company, Sheldon Gas Company and Waterville Gas and Oil Company will continue to offer the original PIPP program to existing PIPP customers but will not enroll new PIPP customers. Ohio Gas, Eastern Natural Gas, Pike Natural Gas, and Southeastern Natural Gas will offer a slightly different version of PIPP Plus. Because Duke Energy Ohio is a combination gas and electric company, it will also offer a slightly different version of PIPP Plus. If your customers utilize one of these companies, call the company to learn more.


III – THE WINTER CRISIS PROGRAM (WCP)/(E-HEAP- EMERGENCY HEAP) W-1 Eligibility Determination and Payment Guidelines for the Winter Crisis Program

Winter Crisis Program funds can be paid on behalf of an eligible household once per winter heating season (November 1-March 31). Households may receive assistance for either the main heating source and/or the secondary heating source (electric):

• If the customer’s primary heating source does not require electricity to run, then assistance cannot be given for the electric service. (Example: Kerosene fueled space heater.)

• If the customer’s furnace requires electricity as a secondary heating source, the electric service must be “on” in order for the customer to receive assistance for the main heating source. (Example: A gas forced air furnace requires electricity to power the fan.)

The following conditions must be assessed to determine eligibility and payment amounts for households applying for emergency assistance: 1. There must be a face-to-face interview with an adult (18 years of age or older) household

member. If the customer cannot visit the intake site, LDA staff must make a home visit. This requirement can be waived only if a designated person living outside of the household has been empowered to act for the customer of record by obtaining a Power of Attorney (which does not expire) or a notarized statement (which is good for one year). The application must be completed, signed and dated.

2. A customer’s household eligibility is determined using gross household income for either the

previous 90 days or the prior 12 months. The customer’s household gross income must be verified and supported by documentation in the case file. The income documentation must be scanned into OCEAN. If the entire household is claiming zero income or odd jobs/other income there must be a signed and dated Self-Declaration of Income Worksheet.

a. If the household is determined to be over income based on the household income for the

previous 90 days, the intake worker must assess the household’s eligibility by reviewing the previous 12 months’ household income. If the household is over income for the 90-day period and the 12-month period, the household is not eligible to receive assistance through WCP.

3. A customer whose main heating source is a regulated or unregulated utility and whose related

electric energy source is also regulated or unregulated must meet the following conditions:

a. The main heating source and/or related electric energy source must be either in disconnect status or have been terminated.

b. The utility accounts must be coded residential, except in master-metered situations. Payments

for the main heating source and/or secondary heating source (electric) must be made separately from rent payments.

c. The main heating source vendor account number is required to approve the application for

direct credit customers. 4. All households who receive their main heating source from a regulated utility and will still have an

outstanding account balance after receiving WCP must be enrolled in PIPP Plus or another payment plan when the customer is using the PUCO Winter Reconnect Order.


5. The LDA is responsible for verifying the status of the main heating source and the electric energy source. Verifications made via phone calls should be noted in OCEAN Notes, as well as documented in the customer’s file. The note should include the utility company representative’s name; particulars of the conversation; and type of payment made (first PIPP Plus, default PIPP Plus, deposit for a new account, reconnect fee, transfer, co-payment required by agency or utility company and, amount paid, etc.).

6. When assisting households with a master meter, each unit must apply as a separate household.

Eligible households may be assisted with a portion of the bill according to the percentage for which each household is responsible. Supportive documentation should be scanned and uploaded into OCEAN that details the method used to determine usage. Each eligible household can receive assistance up to the maximum allowable benefit.

7. If one household resides on both sides of a duplex, has disconnects for both, and is income

eligible, the household shall receive only one (1) benefit. There is only one benefit per household and, in this instance; the duplex is considered one (1) household.

8. If the maximum energy assistance benefit is not sufficient to restore or continue service,

documentation that the customer has made a co-payment must be obtained prior to processing the WCP application. Verification of the co-payments should be noted in OCEAN and in the file. A copy of the co-payment documentation should be uploaded into OCEAN with the application and if the intake worker receives verification verbally, verbal verification should be documented on the utility verification form.

9. All household members, regardless of age, are required to have a Social Security Number. For

customers that have applied for a Social Security Number, but have not yet received it, select “applying for” in OCEAN. This should only be selected the first time the customer applies for a HEAP benefit. In all subsequent program years, the Social Security Number must be obtained in order to process the application.

10. A customer who has an eviction notice and a disconnection notice is still eligible for an energy

assistance benefit if they are residing in the home at time of eviction and have at least 30 days to vacate the premises.

11. If a household is assisted and inhabitants of the household move out and establish a separate

residence with a NEW account number, the new household is eligible for assistance. Example – divorce, separation, college student, etc. If this situation causes a duplication error in the OCEAN system, please contact the Office of Community Assistance OCEAN Help Desk.

12. Timelines for processing:

a. Within 48 hours from the date of the completed application, a written notification of eligibility or denial of eligibility must be issued to the customer.

b. Within 48 hours from the date of the completed application, fuel must be ordered and/or

arrangements made for delivery or reconnection for all customers determined eligible. c. Within 18 hours from the date of the completed application, fuel must be ordered and/or

arrangements made for delivery or reconnection for all customers determined eligible and in a life-threatening situation.

d. Within 5 working days from the date of the completed application, all written notification must

be completed and issued to the fuel vendor. The notification of the intent to pay may be issued by mail, email or faxed.

e. Scan all documentation within 5 working days and upload into OCEAN.


W-2 Appointment Scheduling/Interviewing Process

LDAs that use an appointment system must see all households who contact the agency within 28 calendar days. An accommodation must be made on the agency’s appointment calendar for walk-in customers. Customers should be informed of documentation needed before the appointment.

W-2.1 Utility Bills

While scheduling appointments, the LDA staff should inform customers that they must bring both utility bills to the face-to-face interview regardless of the account status. Customer account numbers will be retained in OCEAN for information purposes and direct crediting to the customer’s account.

The customer’s utility account information may be obtained within OCEAN from previous HEAP, WCP, or SCP applications, if necessary. If the utility account information is not available within OCEAN and you cannot obtain the information elsewhere, then, as a last resort, you may enter “Unknown”.

The utility bill must be in the name of an adult household member:

• If the utility bill is under a child’s name (under 18 years of age) the account must be switched to an adult household member’s name in order to receive assistance.

• If the bill is in the name of an adult living outside of the household, that adult must have Power of Attorney which would signify the other adult has the authority to take charge over household billing or the account must be transferred into the customer’s name.

• If the bill is in the landlord’s name, and the landlord will not allow it to be changed and the customer is responsible for the bill, the customer can still apply, however, documentation in the form of a lease or a note from the landlord, stating that the customer is responsible for the bill, is required. Also, a copy of the bill showing the account number is required. Payment should be made directly to the utility company for the customer’s portion of the bill.

NOTE – For ‘Regular’ HEAP only, the utility bill does not have to be in a household member’s name (for example, heat included in the rent) to receive a benefit.


W-2.2 Permanently and Totally Disabled Customers

It is required for any household, which has a member who is classified as permanently and totally disabled (See Appendix I), to provide proof of disability at the time of the face-to-face interview. This information must be communicated to the customer before the interview date. All monthly Public Service Announcements (PSA) and/or newspaper articles should include that the customer must bring proof of disability to the face-to-face interview. If the customer states that he/she is disabled but does not provide proof of disability at the time of application, do not pend or delay the application. Process the application as usual. Inform the customer that he/she will receive a normal regular HEAP benefit. If he/she is able to provide documentation of disability at a later date, then the customer may appeal the regular HEAP benefit. The original benefit determination, with proof of disability, will then be evaluated at the State level for an increased benefit. Please send all appeals to: Office of Community Assistance Attention: Appeals Department P.O. Box 2169 Columbus, Ohio 43216

W-2.3 Summary of Customer Documents Required The following is a summary of all documents a customer is required to bring to the face-to-face interview. This information must be communicated to the customer before his/her interview date and must also be included in all monthly Public Service Announcements and/or newspaper articles. 1. Income documentation for all household members 18 years of age and older. If this

documentation is missing, the application is incomplete. 2. Copies of both bills for the main heating and electric utility source are required. If this

documentation is missing, continue with the application. Contact the utilities to obtain account information. HEAP must have the main heating source account number for all regulated utilities in order to process the application for direct credit purposes. Electric utility account numbers are also needed if the customer is to be placed on PIPP Plus. However, only an electric utility bill is needed if the household is all electric.

3. Documentation of co-payment if required and known prior to appointment (example: furnace

repair, non-regulated utility).

4. Proof of disability – If this documentation is missing, continue with the application. Inform the customer that he/she may file an appeal to the Office of Community Assistance for a weighted benefit if he/she is able to provide proof of disability after the face-to-face interview. (See W-2.2)

5. Social Security Numbers are required for all household members, regardless of age (including

those members under the age of two). For those that have applied for numbers but have not yet received them, mark it as “applying for” in OCEAN the first year. In subsequent program years, the Social Security Number must be obtained in order to continue the processing of the application.

6. Citizenship Status verification: see E-2.12.


W-3 Winter Crisis Program and Enrollment in a Payment Plan If a customer (utilizing service from a regulated utility company) has an outstanding balance on their bill after the WCP assistance, that customer is required to enroll in a payment plan to pay off the outstanding balance. If the customer is income eligible, they may choose to enroll in PIPP Plus. LDA staff should provide customers the most appropriate payment plan options. In some situations, the PIPP Plus installment amount may be greater than the average monthly bill. If the customer is choosing to not enroll in PIPP Plus, other optional payment plans include, but are not limited to, the one-third or one-sixth payment plan, budget plan, or the one-ninth plan. Local utilities also may have other options available. LDA intake staff should review the customer’s bill to evaluate average bill amounts and speak with the utility company to determine what payment plan would be the most beneficial for the customer. Please keep in mind that customers have the option to be on PIPP Plus for gas or electric or both, it is not required that they be on both.

Other Payment Plans Offered by PUCO-Regulated Utilities:

The 1/3 plan is available November 1 through April 15 only and requires payment of one-third of the balance due each month (arrearages + current bill). After 4/15, the customer is eligible to switch to the 1/6 plan. The 1/6 plan requires six equal monthly payments on the arrearages in addition to full payment of current bill. The 1/9 plan requires nine monthly payments on arrearages in addition to a budget payment plan (budget based on a 9 or 12-month calculation). The Budget Plan is available all year and is an optional uniform payment plan for any customer who is not in default. Graduate PIPP Plus is available to PIPP Plus customers who are determined over-income for PIPP Plus or who voluntarily elect to enroll in Graduate PIPP Plus because it reduces their installment amounts or makes it easier for all arrearages to be eliminated with on-time and in-full payments. Customers must be current on PIPP Plus payments and must remain a customer of the utility in which he or she was enrolled in PIPP Plus. The Graduate PIPP Plus amount will be an average of the current PIPP Plus installment amount and the budget amount (which is based on usage). The budget amount will be obtained from the utility company. Intake staff should emphasize to customers that Graduate PIPP Plus customers must still pay their monthly installments on-time and in-full. As with regular PIPP Plus, failure to pay on-time and in-full results in loss of the arrearage credit, the need to make-up missed installments and risk of being disconnected from utility service.


W-4 Special Situations If situations occur that are out of the ordinary and are not addressed in this document or related WCP/PIPP Plus documents, please contact the Office of Community Assistance for guidance. Prior to contacting the Office, please collect all pertinent information regarding the case.

W-5 Maximum Delivery and Payment Guidelines

W-5.1 Regulated Gas and Electric

Households with both regulated gas and regulated electric are eligible for up to a total of $175 of assistance. WCP payments can be made up to $175 to pay the first PIPP Plus installment, to bring PIPP Plus default current, establish new service, assist with a disconnect notice and transfer or restore service. a. If the household has received a notice of disconnection and service is on in the name of an adult

household member, emergency funds can be paid for the first PIPP Plus payment or defaulted PIPP Plus payments (See Appendix I). In all cases, the agency must verify enrollment in PIPP Plus or other payment plan if a balance remains before authorizing payment.

b. WCP can be used for security deposits to put utilities in an adult household member’s name if the

household has received a notice of disconnection and service is not in the name of an adult household member. However, no security deposits can be charged for PIPP Plus customers (per the PIPP Plus rules).

c. If the household’s service has been disconnected, payment of up to $175 can be made for any

defaulted PIPP Plus installments plus applicable reconnect fees. d. Customers who have had their regulated service terminated for a fraudulent practice (per a utility

company) may not receive a WCP benefit until the fraudulent situation is resolved and all related fees are paid. Fraudulent practices include but are not limited to returned checks and all associated fees.

W-5.1.1 Certified Retail Electric Suppliers (CRES) Households that have chosen to secure services from Certified Retail Electric Suppliers (CRES) are eligible for the Winter Crisis Program but not the PIPP Plus Program. The Winter Reconnect Order amount will prevent disconnection of service or reconnect service and the Electric Distribution Utility (EDU) will establish a payment plan for the customer.


W-5.2 Unregulated Gas and Electric Households with both unregulated gas and electric, or one unregulated utility, will receive a benefit up to $550. However, only up to $175 may be used on the regulated utility. A WCP payment of up to $550 can be made to continue, restore, establish or transfer service. Payment must guarantee service for 30 days. Example - Customer has regulated gas and unregulated electric. Up to $175 may be used to pay the gas bill and the remaining $375 may be used to pay the electric bill. If the customer owes more than $375 to the electric utility, a co-payment may be required. Example - Customer has unregulated gas and regulated electric. Up to $175 may be used to pay the electric bill and the remaining $375 may be used to pay the gas bill. If the customer owes more than $375 to the gas utility, a co-payment may be required. Reminder: Unregulated utilities do not fall under the regulations of the PUCO Winter Reconnect Order (“$175 Rule”).

W-5.3 Bulk Fuels

A household is eligible to receive a delivery of fuel if the household’s bulk fuel tank contains 25 percent or less of its fuel supply. Please note that this is based on the customer’s declaration; no documentation is required. A household is eligible for a maximum delivery of their fuel type(s); $450 for coal or wood; $750 for propane/bottled gas; or $750 for fuel oil and kerosene. The customer may also receive assistance with his/her electric source, if the $450 or $750 maximum will resolve the emergency for both energy sources. For regulated electric utilities, up to $175 is available, and for unregulated, up to $550 can be used towards the electric source if a sufficient amount of fuel is delivered to end the customer’s crisis. A 30-day line of credit may be arranged for propane customers that use 120 gallon tanks or 100 pound cylinders, or for oil/kerosene customers that have tanks that are smaller than 100 gallons. Vendor Participation Agreement All vendors who participate in the WCP must sign an Energy Assistance Participation Agreement. Vendors who participate in both the Regular and Summer Crisis components of the HEAP program and have already signed an agreement for those programs do not need to sign an additional contract exclusively for the Winter Crisis Program. Once a vendor has signed the participation agreement with the Ohio Development Services Agency, this requirement has been satisfied until such time that the vendor agreements are revised.


Fuel Delivery Payment of a WCP benefit on behalf of an eligible customer must result in a delivery of fuel. LDAs are required to verify, prior to making arrangements for delivery, that the WCP pledge amount will result in the delivery of 30-days worth of fuel. These efforts, along with the balance amount, must be noted in OCEAN notes. If a co-payment is required, the LDA must verify such payment prior to making arrangements. Special Exceptions: if the bulk fuel company agrees to a payment plan, in lieu of a co-payment, documentation of such must be secured and scanned into OCEAN. Upon receipt of an acceptable arrangement to satisfy the co-payment requirement, delivery arrangements are permissible. Arrangements for bulk fuel delivery must be made within 48 hours from the date of application. Although in extreme cases, actual deliveries of fuel cannot always be made within two days, vendors should be encouraged to make WCP deliveries as soon as possible. Vendors must provide the purchaser (LDA) with a delivery ticket or sales invoice which includes:

• Name and address of the vendor

• Name of purchaser (LDA)

• Delivery address (customer)

• Delivery date

• Delivered quantity

• Quantity upon which the price is based (price per unit - gallon, ccf, etc.)

• Total price of the amount delivered

• Identity of the product in descriptive terms The original or a copy of the invoice should be date-stamped and retained at the agency for proper documentation. There must be no sales tax charged to the agency. Kerosene or Fuel Oil Types -#1 & #2: Customers are eligible to fill their tanks with up to $750 worth of Kerosene or fuel oil. A 30-day line of credit may be arranged for oil/kerosene customers that have tanks that are smaller than 100 gallons or when more than one household draws fuel from a single tank. In the latter case, each dwelling is eligible for the maximum benefit ($750). The timeframe for the 30-day line of credit begins from the date of application approval. This allows the customer to receive or obtain fuel up to the $750 only during the 30-day timeframe. 100 Pound Cylinders A maximum of four, 100 pound cylinders may be filled/refilled/exchanged within the 14-day period (a maximum number of eight, 100 pound cylinders may be filled in a 30-day period). The bulk fuel invoice must indicate the number of cylinders initially filled/refilled/exchanged during the 30-day period in order to be paid. The customer is not entitled to the remaining amount of the benefit beyond 30 days. Tank Expenses (Testing, Placement, Rental) WCP funds may also be used to pay for fuel tank testing and/or the placement of a tank. Any remaining benefit not spent on testing, placement or rental fees may be used for fuel assistance.


Existing Credits If a customer has an existing credit that is large enough to cover his/her need, then no crisis exists. The customer fuel tank must contain 25 percent or less in order to qualify. If a customer has an existing credit that is not large enough to prevent a crisis, then WCP funds may be used, up to the maximum benefit. This is similar to the customer having a co-payment. Past Due Bills A payment for a past due bill is only allowed for bulk fuel customers when a delivery will result from the payment, or the following: 1. Metered Bulk Fuels

If the customer receives a bill for his/her amount of fuel, and has received a termination of service notice, WCP will pay the amount of the bill up to $750. The fuel provider is to be treated in the same fashion as an unregulated natural gas utility. Electric assistance for these customers remains the same.

2. Automatic Fill-ups

Customers utilizing propane, fuel oil, or kerosene who are on an automatic fill-up (monthly top off, etc.,) schedule may receive a benefit if they have documentation from their vendor that they have failed to pay their past bill(s) and will not receive more fuel until the delinquent amount is paid. The customer may receive up to $750. If the customer owes more than $750, a co-payment to the vendor must be made before the customer is approved for a WCP benefit.


Multi-family Dwellings with a Single Fuel Tank In the case of a multi-family dwelling, such as a duplex, where there is only one fuel tank, each unit in the dwelling may be eligible for assistance. If the bill is in the landlord’s name and the customer is responsible for the bill, the customer can be assisted. Documentation in the form of a lease or a note from the landlord, stating that the customer is responsible for the bill, is required. A copy of the bill showing the account number is also required. Payment should be made directly to the utility company for the customer’s portion of the bill. Example - A customer living in a three-unit building with one fuel oil tank applies for assistance. The three units share the fuel bill with each unit paying 1/3 of the bill. If all three tenants are eligible, three benefits can be determined for the multi-family dwelling with a single tank. If only one tenant is eligible, only one benefit may be issued. Heating Unit Repair WCP funds can be authorized to repair/replace the main heating source for homeowners provided the repair restores service. It is strongly recommended that WCP funds be combined with other funds (e.g. HWAP, Warm Choice, etc.), when possible to repair or replace the heating unit. All repairs must be completed by a qualified, insured heating unit technician. Estimates for repair or replacement should be obtained whenever possible. The company completing the repairs must certify that the heating system is safe and operable before payment can be made. Homeowners are not permitted to perform their own repairs. All payments must be made directly to the company completing the repairs. Up to $500 may be used for the heating unit repair. Any of the benefit not spent on the repair, may be used for utility assistance. If there isn’t a furnace in the home, insert notes in OCEAN. If the house has a natural gas furnace which has been “red tagged" and the household is using alternative heating (baseboard heat or space heaters) as a result, select electric as the main energy source and note this in OCEAN notes. If the customer is a PIPP Plus customer, his/her monthly payment would be based on an all-electric home with a minimum payment either $10 or 10 percent of the gross monthly household income, whichever is greater. The customer must notify the utility company and request an inspection to recode the service as all electric. Portable Space Heaters As a last resort, WCP funds can be authorized to purchase portable electric heaters equipped with an automatic shut-off switch and Underwriters Laboratory (UL) and approved. Please contact your Field Representative for further guidance. WCP funds are not authorized to purchase kerosene heaters or vent less gas heaters. Sales Tax Regarding vendor payments made by non-profit agencies to purchase fuel for eligible WCP customers, the non-profit agency is considered the customer of record. Non-profit agencies are exempt from Ohio sales tax. Therefore, WCP benefits that are issued by non-profit agencies are not subject to sales tax, and vendor invoices should not include charges for sales tax [Ohio Revised Code, section 5739.02(B) (12)]


Guidelines for Making Bulk Fuel Purchases: Coal (stoker & lump)

• Purchase a maximum of 2½ tons, not to exceed $450. Wood

• Purchase a maximum of 2½ stacked cords or the equivalent, not to exceed $450. Pellet Fuels

• Not to exceed $450, must be premium grade (less than 1 percent ash content). Corn is also allowable. A 30-day line of credit may be arranged for Pellet Fuel customers.

• The $450 and $750 benefit amounts are the maximums allowed. Remember that the goal of this program is to keep customers warm for 30 days. The customer’s actual benefit is only the amount of fuel that fills the tank during one delivery or 30 days, for those with “small tanks”, as defined above. The customer is not entitled to the remaining amount of the benefit beyond 30 days.

Fuel Types Kerosene (K-1)

1. Kerosene is a lightweight fuel burned in portable kerosene heaters. It can also be substituted for fuel oil #1. Most of the small fuel oil burning heating units found in mobile homes are set up to burn fuel oil #1.

2. Kerosene fuel can be purchased for portable heaters only if there is no operable/reparable

heating unit in the home or no other heating source is available. 3. Portable kerosene heaters are viewed as a temporary and potentially unsafe source of heat. 4. All kerosene heaters should be equipped with automatic shut-off switches. 5. While not encouraged, the Office of Community Assistance views portable electric heaters as

more acceptable than kerosene heaters for temporary heating situations. All portable electric heaters should be equipped with automatic shut-off switches and UL approved.

NOTE – The agency must have the customer sign a waiver absolving the agency of all liability for the use of ventless gas heaters and kerosene heaters when kerosene or any fuel used in the ventless gas heater has been purchased through the WCP. This form can be developed at the agency level and submitted to the Ohio Development Services Agency for approval. Fuel Oil #1

1. Fuel oil #1 is the lightest grade of fuel oil. It is burned primarily in mobile home heating units. 2. Fuel oil #1 cannot be substituted for kerosene (K1) and burned in portable kerosene heaters.


Fuel Oil #2

1. Fuel oil #2 is the heaviest grade of fuel oil. It is burned primarily in large home heating units. Firewood Guidelines Effective January 1, 1990, the Ohio Department of Agriculture, Division of Weights and Measures, issued the following rules concerning the sale of firewood in Ohio:

1. Fireplace and stove wood is defined as any kindling logs, boards, timbers, or other wood - split or un-split - advertised or otherwise offered for sale as fuel.

2. Seasoned hardwood is defined as wood for fuel that has been air dried and has a moisture

content value that is less than or equal to 50 percent. (No pine, cottonwood, willow, magnolia, aspen or other soft, lightweight wood is permitted).

3. All firewood must be sold by the cord or by the ton. A cord is defined as 128 cubic feet of

compactly stacked wood, arranged in a pile of 8 feet long, 4 feet high and 4 feet wide. Advertising in terms such as "face cord," "rick," "rack," "pile," or "truckload" is prohibited.

NOTE – Vendors must provide the purchaser (LDA) with a delivery ticket or sales invoice which includes:

• the name and address of the vendor

• name of purchaser (LDA)

• delivery address (customer)

• delivery date

• delivered quantity

• quantity upon which the price is based (price per cord or ton)

• total price of the amount delivered

• identity of the product in descriptive terms The original or a copy of the invoice should be date-stamped and retained at the agency for proper documentation. There must be no sales tax charged to the agency. Any questions concerning the advertising or sale of firewood should be directed to the Ohio Department of Agriculture, Division of Weights and Measures, 8995 E. Main Street, Reynoldsburg, Ohio 43008, or by calling (614) 728-6200.


W-6 Requirements and Information for WCP

1. LDAs must provide assistance to residents in their service area during the program season. Applications will be entered into OCEAN at each LDA.

2. The Notice of Determination must be forwarded to the customer to inform them of the eligibility

determination by the LDA. The customer's copy of the application can be given to the customer at the end of the application process or can be mailed. The customer must be informed of his/her eligibility within 48 hours of the date of the application. When energy assistance is denied the reason must be indicated in the appropriate space provided on the application.

3. Following the approval of a household's application for assistance, the utility or bulk fuel vendor

must be notified in writing of application approval within five working days of the date of the application.

4. For households serviced by regulated utility companies, verification of enrollment in PIPP Plus

or another plan must be indicated on the application. Enrollment verification must be maintained in the customer’s file for any other utility plans in which HEAP funds were used to make payment.

5. The Utility Verification form (Appendix VIII) must be completed and included in every customer file. If agencies download a Utility Verification Form online, e.g. AEP, Ohio Edison etc. they may substitute the online verification form in lieu of the form contained in the appendix.

6. The Case Review Checklist (Appendix IX) must be completed and included in every customer

file. An agency may substitute their own checklist in lieu of the check listed in the appendix. Field Representative approval of a substitute checklist is required.

W-6.1 Agency Employee, Relative, and/or Friend Application Review Policy Each agency must have a policy to address how an application for HEAP benefits will be processed for an employee, a relative of staff and/or a friend of staff. All policies must include review and approval by a member of the Agency Management Team (i.e., HEAP Coordinator, Program Manager and/or Executive Director).

W-7 Customer Files All customer file documents including the signed application must be scanned in OCEAN within 5 business days of starting the application. The Office of Community Assistance believes that the best practice is to scan applications into OCEAN the same day that the application is taken. All required emergency forms must be completed, signed and dated. The Energy Assistance Programs Application must be completed, dated and signed by the customer and the intake worker who conducted the interview. All customer files (hard copy and electronic) must be completed and information filed or stored to be considered in compliance with the Office of Community Assistance rules and regulations. Please submit all agency designed forms to the Office of Community Assistance for prior approval. In order to fulfill program requirements and ensure adequate audit trails, at a minimum, Energy Assistance customer files, must contain the following information (See W-7.1 – W-7.3):


W-7.1 Customer Files – Documents to contain in all files for eligible customers

1. An Energy Assistance Programs Application, completed in OCEAN which includes the Notice of Determination and the Intent-to-Pay. The customer’s signature is required and must be in the file and in the documents scanned and uploaded into OCEAN.

2. Copies of all documents verifying income must be scanned and uploaded into OCEAN. Saving

a hard copy is optional. 3. Copy of current notice of disconnection of service or description of collateral contacts made to

verify disconnection of service; this includes documentation of the customer’s gas and electric account. This will usually be a copy of the utility bill. A copy of the utility documentation must be scanned and uploaded into OCEAN. Saving a hard copy is optional. DO NOT ENTER the customer’s electric account information in the primary field in OCEAN if there is gas usage. NOTE – In cases where the customer's heating source(s) has been disconnected (shut-off), the LDA can accept the customer's final bill as verification of how much the customer owes the utility company. If the final bill is more than 30 calendar days old, the amount should be verified verbally with the utility company and noted in the customer's file.

4. The original or a copy of the invoice should be date-stamped and retained at the agency for

proper documentation. There must be no sales tax charged to the agency. 5. If applicable, verification of the co-payments should be noted in OCEAN and in the file. A copy

of the co-payment made documentation must be maintained as a hard copy and scanned and uploaded into OCEAN. The co-payment made to resolve the emergency must be made by the customer before the application can be completed and notes added in OCEAN. If the maximum energy assistance benefit is not sufficient to restore or continue service, documentation that the customer has made a co-payment must be obtained prior to processing the WCP application.

6. If applicable, proof of permanent disability as defined by W-2.2 Permanently and Totally Disabled. A copy of the disability verification must be maintained as a hard copy and scanned and uploaded into OCEAN.

7. The Utility Verification form (Appendix VIII) must be completed and included in every customer

file. If agencies download a Utility Verification Form online, e.g. AEP, Ohio Edison etc. they may substitute the online verification form in lieu of the form contained in the appendix.

8. The Case Review Checklist (Appendix IX) must be completed and included in every customer

file. An agency may substitute their own checklist in lieu of the check listed in the appendix. Field Representative approval of a substitute checklist is required. Scan and upload into OCEAN.


W-7.2 Customer Files – Documents to contain in all files for ineligible customers

In order to fulfill program requirements, customer files that have been determined ineligible for WCP, at a minimum, must contain:

1. Energy Assistance Programs Application. OCEAN SCANNED COPY 2. Income documentation, if applicable. OCEAN SCANNED COPY 3. Documentation supporting reason for denial. OCEAN SCANNED COPY

NOTE – Customers who are determined to be ineligible can reapply if his/her circumstances change in a way that may qualify them for assistance. Customers who are denied assistance have 30 days from the decision date to file an appeal.

W-7.3 Customer Files – Documents to contain in all incomplete files

If an application does not include all necessary documentation, it will remain in “incomplete” status until all information is received.

• Agencies have 15 calendar days after the WCP ends to complete finish incomplete (pending)

files. The 2017 WCP program begins November 1, 2017 and ends March 31, 2018.

It is recommended that the LDA institute a follow-up policy, which includes at least one written notification to the customer that his/her energy assistance application is still in incomplete status. This written, documented effort must be scanned into OCEAN. Notes must be maintained in OCEAN and the customer file indicating all efforts made to complete the application. If application determination requires more than 30-days, the customer must return to the agency and provide current income for the household. Current income means any income that has changed since the initial visit for assistance. If documentation has not been received by the end of the WCP season, those files shall be reported to the Office of Community Assistance under the Winter Close-Out Activity Report by the date specified in the current Grant Agreement.

W-7.4 Scanning The Office of Community Assistance requires agencies to scan supporting documentation for HEAP, WCP, SCP and/or PIPP Plus into OCEAN. All applications and supporting documentation, regardless of status (i.e. approved, incomplete or denied) must be scanned and uploaded into OCEAN. Documents that must be scanned into OCEAN include, but not limited to: all signed/dated documents (i.e. Self-Declarations, Application signature page), income documentation, application documentation, all invoices, utility bills, proof of citizenship, etc. All applications must be scanned and uploaded to OCEAN within five (5) business days of starting the application.


The following scanner specifications are recommended:

• Automatic Document Feeder (ADF).

• Individual scanners typically range in price from $100 to $300.If a central scanner for the whole office is preferred, the Office of Community Assistance suggests purchasing an all-in-one printer (with a printer, copier, fax machine and scanner all-in-one)

• The scanner should have the ability to scan a document to Adobe PDF

• A color scanner is not required; all documents uploaded into OCEAN should be black and white text.

For ease of processing, the Office of Community Assistance recommends agencies utilize desktop scanners for all HEAP intake workers.


W-8 Customer Outreach and Public Service Announcements (PSA) The minimum requirement is for LDAs to provide a monthly (during the emergency assistance programs) news article or Public Service Announcement (PSA) to at least one of the following venues:

• Local newspaper that has the largest circulation in your service area

• Local radio station

• Local television station

• Social media site(s)

The PSA or news article should, at minimum, offer a brief definition of the seasonal Crisis Program (Winter or Summer) and their application guidelines. In addition to income requirements, all PSAs, articles and outreach efforts must also include the importance of providing the following information:

• Customer should provide both primary and electric heating bills (if the applicant has gas and electric), regardless of account status

• Proof of Citizenship

• Proof of Disability if disabled

• Social Security Numbers for all household members

• (See W-2.3 for a complete list of documents the applicant must bring to the face-to-face interview).

During a HEAP monitoring visit, the Field Representative will review all PSA/Outreach efforts. Documentation must be maintained that will substantiate that the Local Delegate Agency has made an effort to adhere to the monthly PSA and/or news article submission requirement.

Additional Media standards:

a. When an electronic order for an advertisement or to place a PSA (even if for more than one month at a time for the entire WCP or SCP), the documentation receipt must include the months in which the ad/PSA will appear and a copy of the press release/ad should be saved for compliance review by the Office of Community Assistance Field Monitors. LDA’s should also retain the list of media contacts.

b. When social media efforts are used, print out the dated announcement (tweet on Twitter, status

update on Facebook, etc.) in order to provide documentation for the compliance review. c. When radio or television interviews are conducted, the interview date and station name should

be documented in your PSA binder/folder. If the interview is posted on the station’s website, print out the screen shot with the link highlighted in order to provide documentation for the compliance review.


W-9 Payment Procedures

LDAs must forward payment to the utility company within 30 days from the date the customer was determined to be eligible for a benefit. Payment for bulk fuel delivery must be made within 30 days of receipt of invoice. The “received” date that is stamped on the original invoice must be the same date that is entered into the OCEAN system in the “Invoice Date” field. The “received” date is defined as the date that the agency actually received the invoice from the bulk fuel vendor. All bulk fuel invoices must be stamped with the date that the LDA received it. This date-stamped invoice (or legible copy there-of) must be retained at the agency for proper documentation. Each invoice must have the unit price of fuel and the amount delivered. Payment to a bulk fuel vendor or any utility company (regulated or unregulated) that utilizes an invoicing payment process must be made by the LDA no later than 30 days of receipt of the invoice.

W-10 Customer Inquiries from the Office of Community Assistance

Local Delegate Agencies must designate two staff members to address customer inquiries that are referred to the local agency by the Office of Community Assistance, and reply to the Office of Community Assistance via email within two business days. Emails received by the Office of Community Assistance must be sent as a “Reply to All” email. The date the customer was contacted regarding his/her inquiry must be included in the email response to the Office of Community Assistance.

W-11 Exhausted Allocation Please contact the Office of Community Assistance when funds are nearing depletion and BEFORE all funds are exhausted to determine if additional funds can be obtained through a budget amendment request. Only after a confirmation from the Office of Community Assistance should the agency issue the Energy Assistance Programs Application showing "funds exhausted" as the reason for denial. Immediate referrals should be made to other available energy assistance programs.

W-12 Reporting Requirements The LDA must comply with all reporting requirements that are specified in the Exhibits of the respective program grant agreement. During each month of the Crisis Programs, HEAP Coordinators shall review and resolve any issues identified from the review of each of the OCEAN-generated reports listed below:

Report 1: Incomplete Applications by Intake User Report Report 2: Rejected Records – PIPP Rejects Report 3: Incomplete Regular HEAP applications with a processed WCP/SCP


Documentation must be maintained that will substantiate that the LDA has made an effort to adhere to the monthly OCEAN-generated reporting requirement for all three of the above reports. When the agency is monitored for program compliance, the LDA will be required to provide documentation that all of the above reports were pulled and reviewed and appropriate actions taken on a monthly basis. See Appendix XIII for further details on running these reports.

W-13 Recommended Referrals A household applying for emergency assistance may qualify for other types of public or private assistance, a referral can be made to other agencies within the service territory for other programs to provide assistance.

W-14 Recovery The LDA will be responsible for initiating and organizing recovery in all cases by contacting their assigned Field Representative/Fiscal staff with the Office of Community Assistance to determine next appropriate steps. The Office of Community Assistance will work with the LDA to determine what steps will be taken.

W-15 Liability for Incorrect Payments by the LDA In all cases the customer file documentation must support the approved payments.

• The agency will be responsible to rectify payments made in violation of program guidelines.

• When incorrect payments are cited, the agency must review all case files, find all similarly situated households, and rectify payments as needed.

• The agency will be responsible for documentation of corrective action.

W-16 Rejected Records

The LDA must have a sound and effective process for handling rejected records. All rejected records associated with the Winter Crisis Program, Summer Crisis Program and PIPP Plus must be reviewed/resolved and noted in OCEAN according to the following schedule:

Programs Resolution Timeline

Winter Crisis Program Comments in OCEAN and Resolution must be completed within 14 calendar days.

Summer Crisis Program

Comments in OCEAN and Resolution must be completed within 14 calendar days.

PIPP Plus (Intents) Comments in OCEAN and Resolution must be completed within 30 calendar days.


IV – SUMMER CRISIS PROGRAM (SCP) S-1 ELIGIBILITY DETERMINATION

Customers for the Summer Crisis Program must be income eligible and be either over the age of 60 or have a documented medical condition. Household Income Customers are eligible if their total household income is at or below 175 percent of the 2017 Federal Poverty Guidelines. Below is the 2017-2018 income chart:

Size of Household

Total Household Annual Income

Past Three Months Income

1 $21,105.00 $5,276.25

2 $28,420.00 $7,105.00

3 $35,735.00 $8,933.75

4 $43,050.00 $10,762.50

5 $50,365.00 $12,591.25

6 $57,680.00 $14,420.00

7 $64,995.50 $16,248.75

8 $72,310.00 $18,077.50

For households with more than eight members, add $7,315 per member for 12-month calculation or $1,828.75 for three-month calculation. See Section S-1.4 for direction on how to determine income eligibility. AND The household must meet at least one of the following conditions: Individuals with a Documented Medical Condition A member of the household has a documented medical condition verified by a licensed physician or registered nurse practitioner (letterhead, stamped, prescription, or a completed and signed Office of Community Assistance “Medical Eligibility Form” issued no more than one (1) year prior to the date the customer applies for the Summer Crisis Program). The Medical Eligibility Form states the following: “due to an illness, this customer would benefit from continued electric service and/or air conditioning.” Note: Customers whose illness has been determined “Chronic” by a licensed physician or

registered nurse practitioner shall resubmit medical documentation once every three years. Customers with a chronic illness must be identified at the time of their application by providing documentation that states the following:

“Due to chronic illness, this customer would benefit from continued electric service and/or air conditioning.”

Chronic illness status qualifies the customer for benefits within the three year period of the application approval date. The Local Delegate Agency must verify the date of the original benefit.

Individuals Age 60 and Over At least one member of the household is 60 years of age or older. No medical documentation is needed.


S-1.1 TYPE OF BENEFITS If qualified, customers may receive the following benefits:

• up to $300 per household for regulated utility company customers • up to $500 per household for unregulated utility company (municipal utilities and

cooperatives) customers Customers may receive a utility assistance payment for one of the following:

• current electric bill • total amount due • first PIPP Plus- initial payment for new PIPP Plus customers • utility account deposit • transfer of service • disconnect fees

The benefit cannot total more than $300 for regulated utility company customers and $500 for unregulated utility company customers. Note: Customers who are currently on PIPP Plus (or have been) are not eligible for SCP monetary

benefits. PIPP Plus customers who are current with their PIPP Plus installments may receive an

air conditioner and/or fan ONLY if they have not received one in the past three years and are medically or age eligible.

Combination Utility Bills: For customers with a combination utility bill (includes gas, water, sewage, etc.), the intake worker must verify the current electric bill amount with the utility provider to determine the amount to be paid with SCP funds. The Local Delegate Agencies with existing inventories should distribute air conditioners or fans to eligible customers until supplies are depleted. In addition, because air quality and high heat are risk factors for elderly and medically fragile Ohioans, all agencies have the option of providing an air conditioner and/or fan to eligible customers. The purchase of box fans cannot exceed a unit cost of $30 and tower fans cannot exceed a unit cost of $70. Distribution of air conditioners and/or fans will adhere to the following guidelines: Air Conditioners – customers are eligible to receive one air conditioner provided the household has not received an air conditioner from HEAP/SCP in 2014, 2015, or 2016.

For example, if a household received an air conditioner in the summer of 2014, then the household is NOT eligible to receive another air conditioner until the summer of 2018.

Fans – customers can be given no more than two fans, per household, up to the maximum benefit amount allowed. Fans can only be provided to customers once every three years.

For example, if a household received a fan(s) in the summer of 2014, then the household is NOT eligible to receive another fan(s) until the summer of 2018.

Note: If a household received an air conditioner in 2013 and has not received a fan in the past

three years, the household is eligible to receive a fan in the summer of 2017.


S-1.2 BENEFIT DETAILS Total assistance is not to exceed $300 for customers of regulated utility companies and $500 for customers of unregulated utilities (municipal utilities and cooperatives). Customers are required to provide a co-payment if the balance exceeds the maximum benefit amount. Documentation of a co-payment is required. Customers eligible for the SCP air conditioner benefit with a repairable central air system may receive a benefit up to $300 to repair the central or whole-house air conditioner. The $300 must either result in the unit being made operable; OR a co-payment will be necessary should the total cost of the repair exceed the benefit amount. The customer’s co-payment must be received before the SCP benefit can be used. All repairs must be completed by a qualified, insured cooling unit technician. If the unit cannot be repaired, or if the customer cannot afford the co-payment, then the agency may only pay for the contractor costs related to providing the estimate, and the customer should be provided with a window unit. Where air conditioners are being provided, the following specifications apply:

• Energy Star rated • Not to exceed 8,000 BTUs. We recommend units between 5,000 – 6,000 BTUs • Unit price cap $165 (casement air conditioners have a $300 cap)

*Portable Air Conditioners may be used as substitutes for Casement Air Conditioners

S-1.2.1 Fans The purchase of box fans cannot exceed a unit cost of $30, and tower fans cannot exceed a unit cost of $70. No more than two fans can be provided to a household up to the maximum benefit amount allowed. Fans can only be provided to customers once every three years.

For example, if a household received a fan in the summer of 2014 then the household is NOT eligible to have another fan until the summer of 2018.

S-1.2.2 Prior Year Cooling Equipment Inventory Agencies are required to distribute inventory from the previous program year before purchasing additional quantities. It is advised that agencies formulate a policy that clearly informs customers, in writing, that if they do not retrieve their approved air conditioner unit and/or fan(s) within a reasonable time frame, the air conditioner benefit and/or fan(s) may be forfeited and the unit may be returned to the agency’s distribution pool. Agencies have the flexibility to structure this policy and define a “reasonable time frame”. This policy should align with the agency’s HEAP management plan. Note: The electric account does not have to be in the customer’s name to receive an air

conditioner. Please do not batch a customer’s application for payment until the air conditioner and/or fan has been dispersed to the customer. If the application determination requires more than 30-days (because the customer did not pick up their equipment within the reasonable time frame) the customer must return to the agency and provide current income information for the household. Current income means any income that has changed since the original visit to the agency for assistance.


S-1.3 RESTRICTIONS The following conditions and restrictions apply:

• Assistance provided under SCP, such as electric bill assistance, receipt of an air conditioner, receipt of a fan(s) or any combination of the three, must take place at the same time.

• Tenants (except as noted below) whose electric bills are not in the renter’s name(s) are INELIGIBLE to receive utility assistance, an air conditioner and/or fan(s).

o Tenants with a tenant-based HUD Section 8 housing subsidy, with an electric bill in his/her name or with verification that he/she (i.e., the renter) pays a portion of the electric bill, are eligible for utility assistance, an air conditioner, and/or fan(s). When a tenant receives an air conditioner, the landlord must permit the installation of the air conditioner as well as provide written documentation that the air conditioner is owned by the tenant.

o Tenants/residents of any licensed medical facility (e.g., hospital, skilled nursing or intermediate care facility, etc.) publicly operated community residence (e.g., YMCA, YWCA, etc.), boarding/rooming houses, group homes, or emergency shelters are INELIGIBLE to receive SCP assistance.

o Tenants who rent from private landlords (i.e., not residing in HUD Section 8 Housing) where the bill is in the landlord’s name are ELIGIBLE for SCP benefits if the customer (i.e., renter) is responsible for paying the bill. The customer is required to submit proof, in the form of a lease or a note from the landlord, indicating/stating that the customer (i.e., renter) is responsible for the electric bill, as well as a copy of the bill showing the account number. Payment of the customer’s portion of the bill should be made directly to the utility service provider.

Households in the above categories do not have to be enrolled in PIPP Plus; however, an alternate payment plan should be offered, if getting on a payment plan is beneficial to the customer. Documentation of the plan chosen must be in the file and scanned into OCEAN.


S-1.4 ELIGIBILITY DETERMINATION/PAYMENT

• SCP funds shall only be used in the county(ies) within the agency’s service area.

• Within 18 hours of submission of a completed application, the agency must make arrangements for continuation or reconnection of electric service for eligible customers who are in a life-threatening situation.

• Within 48 hours of submission of a completed application: the agency must send written notification of eligibility or denial of eligibility to the customer; and must make arrangements for continuation or reconnection of the electric service.

• Within five working days of the date of submission of a completed application, the agency must complete and issue a written notification to the electric vendor.

• The following conditions must be assessed to determine eligibility and payment amounts for households applying for assistance through the Summer Crisis Program:

o There must be a face-to-face interview with an adult household member. If the customer cannot visit the intake site, due to age and/or disability, agency staff must make a home visit. This requirement can be waived only if a designated person living outside of the household has been empowered to act for the customer of record by obtaining a Power of Attorney (which does not expire) or a notarized statement (which is good for one year).

o A customer’s household eligibility is determined using gross household income for either the previous 90 days or the prior 12 months. The customer’s household gross income must be verified and supported by documentation in the case file. The income documentation must be scanned into OCEAN. If the entire household is claiming zero income or odd jobs/other income there must be a signed and dated Self-Declaration of Income Worksheet. A copy of the Worksheet is located in Appendix IV, Page 67

• If the household is determined to be over income based on the household income for the previous 90 days, the intake worker should assess the household’s eligibility by reviewing the previous 12 months’ household income. If the household is over income for the 90-day period and the 12-month period, the household is not eligible to receive assistance through SCP.

• The utility account must be coded residential for both regulated and unregulated electric utilities, except in master-metered situations. Payments for the electric utility must be made separately from rent payments.

• Although not required, households that use a regulated electric utility may be enrolled in PIPP Plus or an alternative utility payment plan (if enrolling is beneficial to the customer), and receive assistance with their first installment/payment during the Summer Crisis Program. Documentation of plan enrollment must be included in the customer file. A customer’s specific circumstances will determine whether a co-payment is required.

o Customers whose gross household income is at or below 150% of the federal poverty guidelines for the previous 90 days and have a regulated utility provider are eligible to enroll in the PIPP Plus program.

o For homes that are ALL ELECTRIC, the PIPP Plus payment is based on 10 percent of the current gross monthly income received during the previous 30 days or the $10 minimum payment, whichever is greater.


o For homes where the main heating source is not electric, the PIPP Plus payment is based on 6 percent of the current gross monthly income received during the previous 30 days or the $10 minimum payment whichever is greater.

• When assisting households with a master meter, each unit must apply as a separate household. Eligible households may be assisted with a portion of the bill according to the percentage for which they are responsible. Each eligible household can receive assistance up to the $300 for regulated electric utility assistance. The maximum benefit for customers served by unregulated electric utility companies is $500.

• Tenants residing in private housing (not residing in HUD Section 8 housing), who rent from private landlords where the bill is in the landlord’s name, are eligible for an SCP benefit if the customer is responsible for the bill. Documentation (lease or letter from the landlord) stating the customer is responsible for the bill is required along with a copy of the bill showing the account number. Payment should be made directly to the utility company for the customer’s portion of the bill.

Note: For HEAP only, the utility bill does not have to be in a household member’s name to receive a benefit. An example is when the heat is included in rent.

• For the Summer Crisis Program (SCP), the customer is required to bring both their gas and electric bills. This will allow the customer to be evaluated for a regular (non-crisis) HEAP benefit for the upcoming season. The Office of Community Assistance will automatically create a 2018 HEAP application for each customer when the 2017 SCP application is created. After a 2017 SCP application is processed, please make sure your intake worker verifies that the 2018 HEAP application reads “Ready for Determination on the client details, program section in OCEAN.”

• If the maximum SCP benefit amount is not sufficient to continue service, documentation verifying the receipt of the co-payment and the amount must be obtained prior to SCP application approval. Payment of an SCP utility benefit must result in the customer having electric service for at least the next 30-days.

• Summer Crisis Program funds cannot be authorized to repair a window air conditioning unit.

o If a non-working air conditioning unit is less than one-year old and under warranty, the customer may receive a new air conditioner. The SCP has no responsibility for air conditioning units that are over one-year old. Non-working units that are older than one year may still be under warranty from the vendor/manufacturer. It is the customer’s responsibility to contact the appropriate vendor/manufacturer to find out what, if any options are available for replacement or repair. In order to receive a replacement air conditioning unit, the customer must return the non-working unit, or have a police or fire report stating that the unit was destroyed or an insurance claim for a damaged or stolen unit.

• No air conditioner may be given to a household that has an operable central air system.

• Customers whose utility service has been terminated by their utility for what the utility considers to be a fraudulent practice may not receive an SCP benefit until the fraudulent situation is resolved and all related fees are paid. Fraudulent practices include returned checks and all associated fees.


S-2 APPOINTMENT SCHEDULING/INTERVIEW PROCESS

The Local Delegate Agencies that use an appointment system must see all households that contact the agency within 28 calendar days. An accommodation must be made on the appointment schedule for walk-in customers. Customers should be informed before the appointment of the documentation needed to complete the application. Note: Electric utility companies are not required to delay disconnection of a customer’s account

when an appointment for SCP assistance is scheduled. The electric companies are not under any special PUCO provision that would require them to place a hold on the customer’s account.

S-2.1 UTILITY BILLS

When scheduling an appointment, it is imperative to stress to the customer the importance of bringing both their gas and electric utility bills to the face-to-face interview, regardless of the account status. Customer account numbers will be retained at the Office of Community Assistance for information purposes and direct crediting to the customer’s account. The customer is required to bring BOTH bills to the SCP interview since this meeting is used to evaluate the customer’s eligibility for regular HEAP. When evaluating customers for the upcoming heating season, it is critical that agencies capture the correct main heating source. Do not enter electric as the main heating source if it is not. If the main heating source is unknown, choose “unknown” for the main heating source. Otherwise, a customer’s HEAP benefit may be delayed. In the event the customer fails to provide both bills during the face-to-face interview, the intake worker should continue to process the application as usual so the SCP benefit is not delayed. The intake worker will inform the customer that the non-emergency HEAP benefit will not be processed by the Office of Community Assistance until all information is provided. The utility bill must be in the name of an adult household member, or if at the time of application:

• The utility bill is in a child’s name (under 18 years old); the utility account must be put into an adult household member’s name in order to receive assistance.

• A non-household adult is applying on behalf of the customer, then a Power of Attorney is required.

• The bill is in the name of a non-household adult, then the bill must be transferred into the name of an adult household member.

• The bill is in the landlord’s name and he/she will not allow it to be changed into the customer’s name, and the customer is responsible for the bill, the customer can still be assisted. However, documentation in the form of a lease, or note from the landlord stating the customer is responsible for the bill is required along with a copy of the bill showing the account number. Payment should be made directly to the utility company for the customer’s portion of the bill.

Note: For HEAP only, the utility bill does not have to be in a household member’s name to receive a benefit. For example, electric/gas is included in the rent and the utilities in the Landlord’s name.


S-2.2 Permanently and Totally Disabled Customers It is required for any household, which has a member who is classified as permanently and totally disabled (See Appendix I), to provide proof of status at the time of the face-to-face interview. This information must be communicated to the customer before the interview date. Examples of documentation are listed below under Proof of Disability and are also found in Section E-2.3. Permanently and Totally Disabled Customers may or may not be eligible to receive assistance through the Summer Crisis Program. To receive assistance through the Summer Crisis Program, all customers must meet eligibility determination criteria found in Section S-1. All monthly Public Service Announcements (PSA) and/or newspaper articles should stress that the customer must bring proof of disability to the face-to-face interview. When entering household information in OCEAN, “client disabled” and “disability doc” must be checked in the personal information section of the client details page. If the customer provides proof of disability during the face-to-face interview, the regular HEAP benefit will be evaluated for an increased benefit when the file is sent to the Office of Community Assistance. If the customer states that they are disabled but proof of disability is not provided at the time of application, do not code the application as incomplete or delay it, but continue to process the application as usual. Inform the customer that he/she will receive a regular HEAP benefit. If he/she is unable to provide documentation of his/her disability at a later date, then customer may appeal the regular HEAP benefit amount received. The original benefit determination, with proof of disability, will then be evaluated by the Office of Community Assistance for a potential increased benefit. All HEAP appeals should be sent to: Office of Community Assistance Attention: Appeals Department P.O. Box 2169 Columbus, Ohio 43216 All customers with questions about an appeal or the appeal process should call (614) 387-2718.

S-2.3 REQUIRED DOCUMENTATION The following is a summary of all the documents customers must bring to the face-to-face interview. Local Delegate Agencies must provide customers this information prior to their interview date. It also must be included in all monthly PSAs and/or newspaper articles.

• Income documentation – Customers must provide income documentation for all household members 18 years of age and older. If this documentation is missing, the application is incomplete.

• Copies of the most recent utility bills – Customers must provide copies of their most recent gas and electric bills. If this documentation is missing, continue to process the application as normal. Contact the utilities to obtain account information. HEAP must have the main heating source account number for all regulated utilities in order to process the application for direct credit purposes. Electric utility account numbers are also needed if the customer is applying for PIPP Plus. Only an electric utility bill is needed if the household is all electric.

• Co-payment Documentation (in the case of a central air conditioner repair, unregulated utility) – If the maximum energy assistance benefit is not sufficient to restore or continue


serve, the customer must provide documentation that the customer has made a co-payment. This documentation must be received prior to processing the SCP application.

• Proof of citizenship

• Proof of disability – Customers must provide proof of their disability during the face-to-face interview. Please refer to Section S-2.2. Accepted documentation includes:

• Award/benefit letter

• Bank Statement with deposit amount

• Copy of the check

• Printout from Social Security Office

• Medicare Part D

• Most recent IRS form SSA 1099 box 3;

• IRS Form 1040 (line 20a 20😎 IRS Tax Transcript (s) (most Recent)

• ODJFS website Enhanced Integrated Client Management System (E-ICMS) (OCA/HEAP only)

• If this documentation is missing, continue with the application. Inform the customer that he/she may file an appeal with the Office of Community Assistance if he/she is able to provide proof of disability after the face-to-face interview.

• Social Security Numbers (SSN) – Social Security Numbers are required for all household members, regardless of age (including those members under the age of 2). For those that have applied for numbers but have not yet received them, mark the box labeled, “Applying for SSN” in OCEAN. In subsequent program years, the Social Security Number must be obtained in order to continue processing the application.

• Subsidized Housing – If the customer lives in subsidized housing, documentation that the

air conditioner will stay with the customer if the household moves to a new residence is required.

S-3 SUMMER CRISIS PROGRAM TERMS

Terms for the Summer Crisis Program (SCP) are defined below. If you have questions about a term, please contact your Field Representative.

• Electric Benefit and/or Air Conditioner/Fan – as long as the total benefit is not exceeded,

all three items (electric benefit, air conditioner and fan) may be given to qualifying customer. When casement window air conditioners are involved, a benefit of up to $300 may be used.

• Subsidized Housing – is defined as a household which receives a tenant-based HUD Section 8 housing subsidy.

• Subsidized Housing and Electric Benefits – in order for a customer, who lives in subsidized housing, to receive an electric benefit, the electric bill must be in the customer’s name. A customer who lives in subsidized housing can receive SCP assistance even if he/she receives a utility allowance.

S-4 SPECIAL SITUATIONS

If situations occur that are out of the ordinary, please collect all pertinent information regarding the customer’s case and contact your Field Representative for assistance.


S-5 MAXIMUM BENEFIT AND PAYMENT GUIDELINES

• Vendor Participation Agreement – All vendors who participate in the SCP must sign an Energy Assistance Participation Agreement. It is not necessary for vendors who previously signed an agreement for both HEAP and the Winter Crisis Program components of the program to sign an additional contract exclusively for the SCP. Once a vendor has signed the participation agreement with the Office of Community Assistance, this requirement has been satisfied until such time that vendor agreements are revised.

• Unregulated Electric Utility Companies (Municipalities and Cooperatives) – An Energy Assistance benefit of up to $500 can be applied to the customer’s current responsibility, the deposit on a new account, the fee to transfer service, or the cost to reconnect service.

• Regulated Electric Utility Companies – An Energy Assistance benefit of up to $300 can be applied to the customer’s current responsibility. The Local Delegate Agency is responsible for verifying the status of the main heating source and the electric energy source. Verifications made via phone calls should be noted in OCEAN Notes as well as documented in the customer’s file. The note should include the utility company representative’s name, details of the conversation, and type of payment made (first PIPP Plus payment, deposit for a new account, reconnect fee, transfer, co-payment required (by whom, either an agency or utility company, and amount paid).

S-6 REQUIRED FORMS AND INFORMATION FOR SUMMER CRISIS PROGRAM

• Energy Assistance Program Application – the application is required for the SCP. Local Delegate Agencies must accept applications from residents in their service area during the program season.

• Notice of Decision – the notice must be forwarded to the customer to inform them of the eligibility determination. The customer’s copy of the application can either be given to the customer at the end of the application process or mailed to the customer. The customer must be informed of their eligibility within 48 hours of the date on which the application process was completed.

When energy assistance is denied, the reason must be indicated in the appropriate space provided on the application. Following approval of a household’s application for assistance, the electric vendor must be notified in writing within five working days of the application date.

• Central Air Conditioning Unit Repair – SCP funds can be authorized to repair/replace the centralized cooling source for homeowners, provided the repair restores service. It is strongly recommended that SCP funds be combined with other funds (e.g., HWAP, CSBG, etc.), whenever possible for repair or replacement of the air conditioning unit. All repairs must be completed by a qualified, insured cooling unit technician. Homeowners are not permitted to perform their own repairs. Estimates for repair or replacement should be obtained whenever possible. The company completing the repairs must certify that the centralized cooling system is safe and operable before payment can be made.

All payments must be made directly to the company completing the repairs. For customers of both regulated and unregulated utilities, up to $300 may be used for repair. Any of the benefit not spent on the repair, may be used for utility assistance. If the unit cannot be repaired, such information should be noted in OCEAN and the household then becomes eligible for an air conditioner unit. Agencies should exercise their discretion with regard to the reasonableness of service call charges. However, the maximum benefit level still applies and co-payment may be necessary.


S-6.1 AGENCY EMPLOYEE, RELATIVE, AND/OR FRIEND APPLICATION REVIEW POLICY

The agency must have a policy that addresses how an application for HEAP benefits will be processed for an employee, a relative of staff and/or a friend of staff. All policies must include review and approval by a member of the Agency Management Team (i.e. HEAP Coordinator, Program Manager, and/or Executive Director).

S-7 CUSTOMER FILES To be considered in compliance by the Office of Community Assistance, the Summer Crisis Program application must be dated and signed by the customer and the intake worker who conducted the interview. All required emergency forms must be complete, signed and dated in all appropriate areas provided.

S-7.1 CUSTOMER FILES – ELIGIBLE In order to fulfill program requirements, and ensure adequate audit trails, SCP customer files must, at a minimum, contain the following information:

• A properly completed Summer Crisis Program application that includes the Notice of Decision and the Intent-to-Pay. The customer’s signature is required and must be in the file. (OCEAN SCANNED COPY)

• Copies of all documents verifying income. (OCEAN SCANNED COPY)

• Documentation of the customer’s electric and gas account. This will usually be a copy of the utility bills. Do not enter the customer’s electric account information as the main heating source in OCEAN if there is gas usage. If a customer forgets his/her gas account information and the amount and service are unchanged, the gas account information may be in OCEAN from previous HEAP, WCP or SCP applications. If the gas account information is not available in OCEAN, then enter “UNKNOWN”. All SCP customers with a complete file will be automatically re-verified for PIPP Plus so it is very important to attempt to obtain the gas account information, if possible. (OCEAN SCANNED COPY)

• If applicable, documentation of co-payment made to resolve the emergency. (OCEAN SCANNED COPY)

• If applicable, documentation of household member 60 years of age or older.

• If applicable, a copy of a physician’s or nurse practitioner’s note documenting the customer’s need for an air conditioner or electric service. (OCEAN SCANNED COPY)

• If applicable, (i.e., customer lives in subsidized housing), documentation that the air conditioner will stay with the customer if the household moves to a new residence. (OCEAN SCANNED COPY)

• The agency must have a process to contact pending (incomplete) customers regarding missing application documents within a reasonable time frame prior to the end of the program period. If applicable, a dated INCOMPLETE letter and/or additional documentation must be place in the file, if the file is INCOMPLETE. Verifications made via telephone must be noted in “OCEAN Notes” as well as documented in the customer file.

• The Utility Verification Form (see appendix) must be completed and included in every customer file. If agencies download a Utility Verification Form online, e.g. AEP, Ohio Edison, etc., they may substitute the online verification form for the Utility Verification form contained in the appendix.


• The Case Review Checklist (see appendix) must be completed and included in every customer file. An agency may substitute its own checklist. However, Field Representative approval of a substitute checklist is required.

S-7.2 CUSTOMER FILES – INELIGIBLE In order to fulfill program requirements, ineligible emergency assistance case files, at a minimum, must contain:

• Energy Assistance Program application (OCEAN SCANNED COPY)

• Income Documentation, if applicable (OCEAN SCANNED COPY)

• Documentation supporting the reason for ineligibility (OCEAN SCANNED COPY)

S-7.3 CUSTOMER FILES – INCOMPLETE/SUMMER CRISIS PROGRAM CLOSEOUT If an application does not include all necessary documentation, it remains INCOMPLETE until all information is received. Agencies have 15 calendar days after the SCP ends to finish incomplete (pending) files. (The SCP begins July 1, 2017 and ends August 31, 2017.) The Local Delegate Agency must institute a follow-up policy, which includes at least one written notification to the customer that his/her energy assistance application is still in INCOMPLETE status. This must be scanned into OCEAN within five (5) business days. AND If an application determination requires more than 30 days, the customer must return to the agency to provide current income documentation for the household. Current income means any income that has changed since the time of the original visit for assistance. If documentation has not been received by the end of the SCP season, those files remaining are INCOMPLETE and shall be reported to the Office of Community Assistance under the Summer Close-Out Activity Report by the date specified in the current Grant Agreement. The number of applications remaining as INCOMPLETE must be reported to the Office of Community Assistance. A dated copy of the OCEAN-generated letter must be included in each applicable customer’s file.


S-7.4 SCANNING Agencies are required to scan supporting documentation for HEAP, WCP, SCP and/or PIPP Plus into OCEAN. All scans must be uploaded into OCEAN within five business days of initiating the application. Examples of documents include: self-declarations, application signature page, signed PIPP Plus agreement, income documentation, other supporting documentation, invoices, utility bills, proof of citizenship, etc. (all signed/dated documents). For scanning purposes, the following scanner specifications are recommended:

• Automatic Document Feeder (ADF).

• An acceptable price range for an individual scanner is $100-$300.

• If you are going to buy a central Scanner for the entire office, it is suggested that you purchase an all-in-one printer (meaning: printer, copier, fax machine and scanner in one unit).

• The scanner should have the ability to scan and save a document to Adobe.pdf.

• A color scanner is not needed; all images for OCEAN should be in black and white to minimize required file storage space.

S-8 CUSTOMER OUTREACH AND PUBLIC SERVICE ANNOUNCEMENTS (PSA) The minimum requirement is to provide a monthly (July/August) news article or Public Service Announcement (PSA) to at least one of the following:

• Local newspaper with the largest circulation in your service area

• Local radio station

• Local television station

• Social media sites The Office of Community Assistance encourages a staff person to do the PSA on a particular date each month. All PSAs should be reviewed by HEAP coordinators. The PSA or news article should, at a minimum, offer a brief definition of the SCP and the application guidelines. In addition to income requirements, all PSAs, articles, and outreach efforts must stress the need for the customer to bring both gas and electric bills (if the customer has both utility services), regardless of account status, proof of disability if disabled, and Social Security Numbers for all household member to the face-to-face interview. (See S-2.3 for a complete list of required documentation customers must bring to the face-to-face interview). Documentation must be maintained on-site in a PSA binder/folder that will substantiate that the Local Delegate Agency has made an effort to adhere to the monthly PSA and/or news article submission requirement. The minimum requirements must also apply to the Additional Media standards.


S-8.1 ADDITIONAL MEDIA STANDARDS When an electronic order for an advertisement or placement of a PSA (even if for more than one month at a time or for the entire WCP or SCP), the documentation receipt must include the months in which the ad/PSA will appear and a copy of the press release/ad should be saved in the PSA binder/folder for the compliance review. The Local Delegate Agencies should also retain the list of media contacts. When social media efforts are used, print out the dated announcement (tweet on Twitter, status update on Facebook, etc.) and save it in the PSA binder/folder for the compliance review. When radio or television interviews are conducted, the interview date and station name should be documented in the PSA binder/folder. If the interview is posted on the station’s website, print out the screen shot with the link highlighted and save it in the PSA binder/folder for the compliance review.

S-9 PAYMENT PROCEDURES Local Delegate Agencies must forward payment to the utility company within 30 days of the date the customer was determined to be eligible for a benefit.

S-10 CUSTOMER INQUIRIES FROM THE OFFICE OF COMMUNITY ASSISTANCE Local Delegate Agencies must designate two staff members to address customer inquiries referred to the local agency by the Office of Community Assistance, and reply to the Office of Community Assistance via email within two business days. Emails received by the Office of Community Assistance must be sent as a “Reply to All” email. The date the customer was contacted regarding his/her inquiry needs to be included in the email response to the Office of Community Assistance.

S-11 EXHAUSTED ALLOCATION Please contact the Office of Community Assistance when funds are nearing depletion, BEFORE all funds are exhausted, to determine if additional funds can be obtained through a budget amendment request. Only after confirmation from the Office of Community Assistance that additional funds are not available, should the agency issue the Energy Assistance Program application showing “funds exhausted” as the reason for denial. Immediate referrals should be made to other available energy assistance programs.

S-12 REPORTING REQUIREMENTS Local Delegate Agencies must comply with all reporting requirements that are specified in the Exhibits of the Grant Agreement. During each month of the Crisis Programs¸ HEAP Coordinators must review and resolve issues arising from the review of OCEAN generated reports listed below (copies must be maintained for Compliance Review):

• Pending Application Report • Rejected Records • Incomplete Regular HEAP applications with a process SCP/WCP


S-13 REJECTED CLIENT RECORDS The Local Delegate Agency must have a process for handling rejected client records (client records that are rejected by the utility and need to be corrected). All records rejected by the utility that are associated with the Summer Crisis Program must be reviewed, resolved, and noted in OCEAN according to the following schedule:

Programs Number of Days

Summer Crisis Program 14 days (all comments and resolution must be in OCEAN)

S-14 RECOMMENDED REFERRALS

If a household applying for emergency assistance qualifies for Temporary Assistance for Needy Families (TANF), a referral may be made to another provider for assistance through the Prevention, Retention Contingency Program (PRC) or any other available funds. Agencies need to make appropriate referrals whenever possible.

S-15 RECOVERY OF FUNDS The Local Delegate Agency will be responsible for initiating and organizing recovery of funds in all cases of duplicate payments as follows:

• Misrepresentation by the customer resulting in the customer receiving a benefit from two different Local Delegate Agencies. The agency that paid the second or duplicate benefit is responsible for recovering the full amount of the second benefit.

• Misrepresentation by the customer resulting in two payments received by the customer from the same agency.

• Payments in excess of the total benefit.

In cased where the Local Delegate Agency is aware of non-compliant vendor activity, all recovery information must be documented in OCEAN. All recovery information also must be documented in OCEAN.

S-16 LIABILITY FOR INCOME PAYMENTS In all cases the customer file documentation must support the approved payments. The agency will be responsible for rectifying payments made in violation of program guidelines. When incorrect payments are cited the agency must:

• Review all case files; • Find all similarly situated households; and • Be responsible for documentation of corrective action.


V – APPENDICES

Appendix I: Household Income Guidelines Charts FEDERAL POVERTY GUIDELINES- Income guidelines are revised annually. The following chart displays income levels by household size for the 2017-2018 (July 1, 2017 – June 30, 2018) program year and should be used to determine eligibility. Customers are eligible if their total household income is at or below 175 percent of the federal poverty guidelines.


1 $21,105.00 $ 5,276.25

2 $28,420.00 $ 7,105.00

3 $35,735.00 $ 8,933.75

4 $43,050.00 $10,762.50

5 $50,365.00 $12,591.25

6 $57,680.00 $14,420.00

7 $64,995.00 $16,248.75

8 $72,310.00 $18,077.50

Households with more than eight members should add $7,315 to the yearly income or $1,828.75 to the 90-day income for each additional member.

PIPP Plus Eligibility- Household Income Guidelines Chart (150% of Federal Poverty Guidelines)

Households with a gross annual household income at or below 150 percent of the federal poverty guidelines are eligible to participate in PIPP Plus. See current income eligibility chart below.


1 $18,090 $4,522.50

2 $24,360 $6,090.00

3 $30,630 $7,657.50

4 $36,900 $9,225.00

5 $43,170 $10,792.50

6 $49,440 $12,360.00

7 $55,710 $13,927.50

8 $61,980 $15,495.00

For households with more than eight members, add $6,270 per member for 12 months or $1,567.50 for three months.


APPENDIX II: Glossary PROGRAM DEFINITIONS

Anniversary date: The date the customer enrolled on PIPP Plus for the first time. This is the date from which the arrearage is calculated. The customer must be current with PIPP Plus payments on this date or will be dropped from PIPP Plus.

Arrearage credit: The 1/24th credit the customer receives toward the arrearages on their

account for a in full and on time PIPP Payment. Bulk Fuel Dealer: Retail vendor of fuel oil, propane, coal, wood or kerosene. Camper: Dwelling that must be towed and contains one room. Customer: The person who resides in the housing unit and pays the utility bill

separately from rent payments. Delta credit: A credit the customer receives on their utility account when they pay on-

time and in-full. It is calculated by subtracting their PIPP installment from their actual billing amount.

Disconnect Notice: A notice from a utility company stating that a household's service will be

terminated on or after a definite date if a specific amount is not paid. Discretionary Income: Cash given directly to the customer from anyone to pay bills at his/her

own discretion. It is counted as a source of income. (i.e. the customer can spend the money however he/she wishes to spend it even if the “giver” intends for the “receiver” to use it to pay bills).

Graduate PIPP Plus: A program offered to PIPP customers who are over income, or customer

who wish to be removed from PIPP but still need assistance. Gross Income: Gross income includes but is not limited to, wages (excluding

documented health insurance premiums), interest, annuities, pensions, Social Security (excluding Medicare premiums), retirement, employment disability, public assistance, Supplemental Security Income (SSI), alimony, child support, unemployment benefits, Workers’ Compensation and any other indirect income such as utility allowance. Other exclusions may apply.

Household: Any individual or group of individuals who are living together as one

economic unit for whom residential energy is customarily purchased in common or who make undesignated payments for energy in the form of rent (Per Section 2603 (5) of the Low-Income Energy Assistance Act of 1981). The OCA will adhere to this definition, and makes no distinction between homeowners and renters.

Household Member: Persons who share a common kitchen or bath and purchase residential

energy in common are considered members of the same household. Those persons should apply for energy assistance on one application.


Loans: To be excluded from household income, a loan must be documented with a statement from a lending institution (bank, credit union, credit card statements) which shows amount borrowed, payment amount, principle, interest and finance charges. Documentation of loans from individuals must include a notarized statement containing the details as listed above. If a customer does not provide documentation, the amount is to be counted as income.

Local Delegate Refers to grantees of the OCA that administer OCA Programs at the local Agency (LDA): level. They can be Community Action Agencies or other public or private non-profit organizations. Master Meter: A master meter is a utility meter installed in a multi-unit dwelling. The

utility company codes these accounts commercial. If the household in a master-metered situation is responsible for paying utility cost separately from rent costs, each household is eligible for an energy assistance benefit. Accounts that are coded commercial are not eligible for enrollment in the PIPP Plus program.

Mobile Home: Dwelling that may be towed and contains multiple rooms. Mobile Mobile vehicles are not eligible for assistance. For a dwelling unit to be Vehicle: eligible for energy assistance benefits, it must receive heating (or cooling)

fuel in one of the following ways:

• attached to a Regulated utility (gas & electric)

• attached to a permanent, free-standing fuel tank (oil & propane)

• heats using a legal fireplace (wood)

• heats using a legally vented wood/coal stove Non-Discretionary: Cash payed directly to the payee (i.e. landlord, electric/gas company) for

household expenses such as rent, utilities etc. that documented in a signed letter from the person who paid the bill or a cancelled check etc. WOULD NOT be counted as income.

Odd Jobs: Sporadic employment that pays for work completed. No deductions are

taken. Include as part of Self-Employment. On-time payments: PIPP Plus installment payments made to the utility in-full before the

customer’s next bill is issued. Percentage of Income An extended payment arrangement that requires regulated companies Payment Plan to accept payments based on a percentage of monthly income for (PIPP) Plus: customers at or below 150 percent of the federal poverty level.


Permanently and A person who has an impairment in body or mind that makes the person Totally Disabled: unfit to work at any substantial employment. Also with reasonable

probability, will continue for an indefinite period of at least 12 months without any present indication of recovery there from, who has been certified as permanently and totally disabled by a state, or federal agency having the function of so classifying persons.

PIPP Plus Default: Any PIPP Plus installment where the due date has passed. Also refers to

a missed or partial PIPP Plus payment. PIPP Installment: The PIPP Plus payment amount the customer must pay each month to

their utility. Program Season: The time period designated by the OCA in which applications for energy

assistance will be accepted. Post PIPP Plus: A program offered to PIPP Plus customers whose accounts are finale but

they still have a balance. Recreational Vehicle (RV): A motorized vehicle that has a dwelling attached as part of the unit. Reverification date: The date the customer application is processed annually. Seasoned Hard Wood: Wood for fuel that has been air dried and has a moisture content value

that is less than or equal to 50 percent (Source: rules effective January 1, 1990 from the Ohio Department of Agriculture, Division of Weights and Measures).

Some examples of hardwoods:

Best Firewood - high heat, easy to burn, no heavy smoke, overall

excellent. Types include ash, red oak, white oak, beech, birch, hickory, hard maple, pecan, dogwood, almond, apple (incense-like perfume, nice scent).

Good - medium heat, easy to burn, no heavy smoke. Types

include soft maple, cherry, walnut. Fair - low to medium heat, can be a bit harder to burn, medium

smoke adequate for kindling but not as much heat and more smoke. Types include elm, sycamore, gun, aspen, basswood, cottonwood, yellow poplar (bitter smoke).

A cord - A cord is defined as 128 cubic feet of compactly stacked

wood, arranged in a pile of 8 feet long, 4 feet high and 4 feet wide. All firewood must be sold by the cord or by the ton. Advertising in such terms as “face cord”, “rick”, “rack”, “pile”, or “truckload” is prohibited.

Self-Employed: The customer runs a business or provides a service on his/her own for

which he/she receives monetary compensation. Taxes are filed, including quarterly statements, and deductions on taxes may be taken.

Utility Company: Regulated or non-regulated gas and electric utility company, including retailers that distribute propane by pipeline.


Wages: Money earned from regularly scheduled employment where a check is received with deductions for taxes, health insurance, etc.


Appendix III: Energy Assistance Program Appeal Procedure

A household may file an appeal for the following reasons: 1. If the application was denied. 2. If the application was neither approved nor denied within 30 days after application, unless such

delay was the result of the household's lack of cooperation in providing necessary and reliable evidence with which to determine eligibility.

3. If the payment was in an amount less than designated in the notice of eligibility. 4. If the payment was unduly delayed after receipt of notice of eligibility. 5. If the household was suspended from the program for violation of program rules and

regulations, and then contests that suspension.

Local Delegate Agencies (LDA) must fully inform customers of their appeal rights, both at the agency level and the state level. Within 30 days of an agency's initial determination, a customer must file an appeal at the local agency level. The local agency must provide an opportunity for a fair administrative hearing. The LDA must notify the Ohio Development Services Agency, Office of Community Assistance’s (OCA) Field Representative of the final decision and scan all documentation into the OCEAN database (i.e., the initial appeal, supportive documentation, Agency’s Resolution/Notification/Actions, etc.) If the customer wishes to pursue a further appeal, he/she must submit an appeal to the OCA within 30 days of the decision rendered at the local agency level. Appeals may be made in writing to the Ohio Development Services Agency, Office of Community Assistance, P.O. Box 2169, Columbus, Ohio 43215. The letter or appeal form must contain the following: customer's name, address, telephone number, Social Security Number, reason for the appeal, and the customer's signature. Failure to sign will delay the appeal process. Appeals may be faxed to (614) 387-2718. Assistance can be obtained by calling the HEAP toll-free number (800) 282-0880. Hearing-impaired customers with a telecommunications device for the deaf (TDD) can call toll-free (800) 686-1557. Action on the appeal will be taken within 30 days of receipt of the appeal. After the appeal notification form is received, appellants wishing to further pursue their appeals will have five working days to notify the OCA to have a hearing scheduled.

REMINDER: This appeal procedure must be posted in all areas where customers are interviewed along with the agency’s internal appeal procedure, if any.


Appendix IV:

Self-Declaration of Income Worksheet

Complete the information below only if you have no other way to document your income. Please complete all applicable sections. If not all sections are complete there may be a delay in processing your application.

Monetary Support section: If you are receiving help paying your bills and / or expenses from a non-household member, please list their name(s) and phone number(s) below, also include a signed statement from that person(s). The statement should note how much money is provided, how often, and if the money is given to you or paid directly to your creditors. If more than one person is paying expenses, have him/her submit a separate signed statement as well and provide their name(s), phone number(s) and address(es) below.

Explain how the following expenses are paid (Write N/A to any that do not apply):

Bill Monthly Amount

Gift / Loan / Paid Directly to Creditor

Rent/Mortgage $ Given to You Paid Directly to Creditor

Food $ Given to You Paid Directly to Creditor

Gas $ Given to You Paid Directly to Creditor

Electric $ Given to You Paid Directly to Creditor

Phone/Cell $ Given to You Paid Directly to Creditor

Car Payment/Insurance $ Given to You Paid Directly to Creditor

Cable/Internet $ Given to You Paid Directly to Creditor

Personal Expenses $ Given to You Paid Directly to Creditor

Bulk Fuels (i.e. propane, fuel oil/coal) $ Given to You Paid Directly to Creditor

Other Expenses $ Given to You Paid Directly to Creditor

Income Comments Section

I declare under penalty of perjury that the information submitted on this worksheet is true and correct. Customer Signature:______________________________________ Date: _________________________

First Name Last Name Telephone Number (include area code) ( ) -

Address


Address


Address

Does your household receive any of the following? Yes or No Amount

Food Stamps $

Rental Assistance (i.e. section 8, HUD, Metropolitan Housing) $

Utility Allowance (HUD) – Please note if this is paid directly to the utility companies. $


Appendix V: Example of an Internal Revenue Service (IRS) Transcript NEW THIS YEAR: If a household’s total income is zero/none or is completely listed as odd jobs

or other income, you must apply for assistance at your Local Delegate Agency. The LDA may

require an IRS transcript and documentation of how the household is being supported and how

expenses/bills are being met. Please visit www.irs.gov/Individuals/Get-Transcript or call 1-800-908-

9946 for assistance with accessing an IRS transcript, if necessary. Mailed-in applications will not be

accepted.

If a customer states they have zero income and they are neither being supported by another household member (who has income) nor receiving help from a non-household member, an Internal Revenue Service (IRS) transcript may be requested of all household members 18 years of age and older (see E 2.10). It is important to review and confirm the areas that have been highlighted. Double-check the tax period ending date to confirm it is the most recent tax document. Confirm the address, household members and the Social Security Numbers of the tax filer, their spouse and all dependents as well as the wages. Copies of these documents must be scanned into OCEAN. These documents may be obtained in three ways: By Phone* 1-800-908-9946 (This method requires the customer to provide their Social Security Number, date of birth, street address, and zip code. Please allow 5 to 10 calendar days) In Writing * Internal Revenue Service (IRS) Return and Income Verification Services (RAIVS) Team P.O. Box 145500 Stop 2800 F Cincinnati, Ohio 45250 Fax # 1-859-669-3592 or they can visit their local IRS office. (This method requires the customer to provide their Social Security Number, date of birth, street address, and zip code) ON-LINE http://www.irs.gov/Individuals/Get-Transcript (This method requires the customer to create a user ID and password to access the IRS system and then provide their Social Security Number, date of birth, street address, and zip code to view and print their transcript immediately)

http://www.irs.gov/Individuals/Get-Transcript


Example:

United States Department of the Treasury This Product Contains Sensitive Taxpayer Data

Request Date: 07-01-2014 Response Date: 07-01-2014

Tracking Number: 005458458456 Tax Return Transcript

SSN Provided: 234-12-5484 Tax Period Ending: Dec. 31, 2013

The following items reflect the amount shown on the return (PR) and the amount as adjusted (PC), if applicable. They do not show subsequent activity on the account.

SSN: 000-00-0000 SPOUSE SSN: 000-00-0000

NAME (S) SHOWN ON RETURN: JOHN DOE JANE DOE ADDRESS: 123 ANY STREET COLUMBUS, OHIO 43215-2489

FILING STATUS Married filing Jointly FORM NUMBER 1040 CYCLE POSTED 20140902 RECEVIED DATE Apr. 15, 2014 REMITTANCE: $0.00 EXAMPTION NUMBER: 5 DEPENDENT 1 NAME CTRL: DOE DEPENDENT 1 SSN: 000-00-5555 DEPENDENT 2 NAME CTRL: DOE DEPENDENT 2 SSN: 000-00-5656 DEPENDENT 3 NAME CTRL: DOE DEPENDENT 3 SSN: 000-00-2000 DEPENDENT 4 NAME CTRL: DEPENDENT 4 SSN: IDENTITY THEFT PERSONAL ID NUMBER 000000 PTIN: PREPARER EIN: Income WAGES, SALARIES, TIPS, ETC $57,003.00 TAXABLE INTEREST INCOME: SCH B $0.00 TAX-EXEMPT INTEREST $0.00 ORDINARY DIVIDEND INCOME: SCH B $0.00 QUALIFIED DIVIDENDS $0.00 REFUNDS OF STATE /LOCAL TAXES $0.00 BUSINESS INCOME OR LOSS (Schedule C): $0.00 BUSINESS INCOME OR LOSS SCH C PER COMPUTER $0.00 CAPITAL GAIN OR LOSS (Schedule D): $0.00 CAPITAL GAINS OE LOSS (Schedule D PER COMUTER) $0.00 OTHER GAINS OR LOSSES (FORM 4797) $0.00 TOTAL IRA DISTRIBUTIONS: $0.00 TOTAL PENISONS AND ANNUITIES: $0.00 TAXABLE PENSION/ANNUITY AMOUNT: $0.00 RENT/ROYALTY/PARTNERSHIP/ESTATE (Schedule E) $5,009.00 RENT/ROYALTY/PARTNERSHIP/ESTATE (Schedule E) PER COMPUTER $0.00 TOTAL INCOME $62,012.00 TOTAL INCOME PER COMPUTER $62,012.00


Appendix VI: Verification Letter of Non-Filing of Return Example:


Appendix VII: Health Care Spending Accounts Sample

Non-taxable Health Care Spending Accounts are allowable deductions from income and should be treated the same as health insurance premiums in OCEAN. The example below illustrates what a non-taxable Health Care Spending Account may look like on a customers pay stub. In the example below the total amount of $218.77 should be deducted in OCEAN.


Appendix VIII: Sample Live-In Aide Forms

Example of a Request for Care Attendant/Live-In Aide Form


Example of a Medical Verification for Live-In Aide Form


Appendix IX: Utility Verification Form- “Half Sheet” E. HEAP WCP/SCP/PIPP Plus UTILITY/VERIFICATION FORM CUSTOMER NAME PRIMARY UTILITY COMPANY

SECONDARY UTILITY COMPANY

Utility Company: ___________ Customer Bill _______ Online Bill ___________ Account Number: _________________________________

(circle one) This is: NEW SERVICE TRANSFER NAME CHANGE This will: MAINTAIN SERVICE RECONNECT SERVICE Previous PIPP Plus Customer: YES NO Is Account in Disconnect Status: YES NO Current PIPP Plus amount $__________ New PIPP Plus Amount $_________ Waived/Over income for PIPP Plus ______________ PIPP Plus Default $__________________ Account Arrearage $ __________ Total Agency Payment $ ___________ Comments:

Utility Company: ___________ Customer Bill _______ Online Bill ___________ Account Number: _________________________________

(circle one) This is: NEW SERVICE TRANSFER NAME CHANGE This will: MAINTAIN SERVICE RECONNECT SERVICE Previous PIPP Plus Customer: YES NO Is Account in Disconnect Status: YES NO Current PIPP Plus amount $__________ New PIPP Plus Amount $_________ Waived/Over income for PIPP Plus ______________ PIPP Plus Default $__________________ Account Arrearage $ __________ Total Agency Payment $ ___________ Comments:


Appendix X: Case Review Checklist

Case Manager:_________________________ Application Date:_______ Review Date: ___________

Customer Name:_______________________ Reviewer:________________________________________ Yes No N/A Notes

Signed Documents

Application ____ ____ ____ ________________________________________________

Pending Letter ____ ____ ____ _______________________________________________

Pending App. Notice ____ ____ ____ ________________________________________________ PIPP+ Terms (or other payment plan form) ____ ____ ____ ________________________________________________

Self-Declaration ____ ____ ____ ________________________________________________

Customer Information

SS# for all Household Members ____ ____ ____ ________________________________________________

Names ____ ____ ____ ________________________________________________

Address ____ ____ ____ ________________________________________________ Citizenship Verification ____ ____ ____ ________________________________________________

Income

Correct ____ ____ ____ ________________________________________________

Income Calculation ____ ____ ____ ________________________________________________

90 days Verified ____ ____ ____ ________________________________________________

Failed 90 day ____ ____ ____ ________________________________________________ - 12 mo. test

completed? ____ ____ ____ ________________________________________________

Self-Declaration

Everyone 18 years + ____ ____ ____ ________________________________________________

Explored Rent ____ ____ ____ ________________________________________________

Explored Food ____ ____ ____ ________________________________________________

Explored Phone ____ ____ ____ ________________________________________________ Letter of Support (signed, dated –incl. address & ph. #) ____ ____ ____ ________________________________________________ Ability to Exist Explanation ____ ____ ____ ________________________________________________

Tax Transcript ____ ____ ____ ________________________________________________


Case Review Checklist

Yes No N/A Notes

Pending Documents

Income Dates ____ ____ ____ ______________________________________________

Co-pay Noted ____ ____ ____ ______________________________________________

Date of New Bill ____ ____ ____ ______________________________________________

Comments in OCEAN ____ ____ ____ ______________________________________________

Payment Correct

Primary Source ____ ____ ____

______________________________________________

Secondary Source ____ ____ ____

______________________________________________

First PIPP ____ ____ ____

______________________________________________

PIPP/Payment Plan

PIPP Plus ____ ____ ____

______________________________________________

Primary Source ____ ____ ____

______________________________________________

Secondary Source ____ ____ ____

______________________________________________

Waived PIPP ____ ____ ____

______________________________________________

Other Payment Plan ____ ____ ____

______________________________________________

Utility Account # and Customer Name

Gas Account # ____ ____ ____

______________________________________________

Electric Account # ____ ____ ____

______________________________________________

Bulk Fuel

Past Due Letter? ____ ____ ____

______________________________________________

Invoice Present? ____ ____ ____

______________________________________________

Scanned Supporting Documentation

Complete Application ____ ____ ____

______________________________________________

Bulk Fuel Invoice ____ ____ ____

______________________________________________

Verified in OCEAN ____ ____ ____

______________________________________________

Comments

_______________________________________________________________________________________

_______________________________________________________________________________________

Received By: ____________________________ on _______________ Case Manager Date

Corrected By: ____________________________ on ________________ Case Manager’s Initials

Date


Appendix XI: PUCO and Utility Contacts Dwight C. Snowden, DM Email: [email protected] American Electric Power (AEP) Collection Support Coordinator Telephone: 614-716-2265 Tiffany Olverson Email: [email protected] Columbia Gas of Ohio/Nisource Strategic Initiatives Lead Telephone: 614-460-6929 Sydnee Crews Email: [email protected] Columbia Gas of Ohio/Nisource Strategic Initiatives Team Leader Telephone: 614-460-6072 Lindsay R. Dorsey Email: [email protected] Dayton Power & Light Company Office Supervisor Telephone: 937-331-3193 Margaret Callahan Email: M [email protected] Dominion East Ohio Gas Supervisor, Customer Service Center Telephone: 330-798-7220 Cindy Seeker Email: [email protected] Dominion East Ohio Gas Supervisor, Customer Service Operations Telephone: 330-798-7200 Carolyn M. Schenck Email: [email protected] Duke Energy Revenue Analyst, Accounts Receivable Telephone: 513-287-1751 Lennie Howell Email: [email protected] First Energy (Cleveland Electric Illuminating, Ohio Edison & Toledo Edison) Telephone: 681-753-5518 Supervisor, Human Services - Universal Services Rich Gow Email: [email protected] First Energy (Cleveland Electric Illuminating, Ohio Edison & Toledo Edison) Telephone: 440-546-8840 Supervisor, Revenue Assurance Tonja Stewart Email: [email protected] Public Utilities Commission of Ohio (PUCO) Low Income Programs Specialist Telephone: 614-466-0138 Service Monitoring Enforcement Department Jared Wells Email: [email protected] Vectren Energy Delivery of Ohio (VEDO) Supervisor, Low Income Programs Telephone: 812-491-5202

mailto:[email protected]












Appendix XII: OCEAN Income Entry Examples

Enter income INDIVIDUALLY as it is earned (each pay date)


Appendix XIII: Ineligible Applicant with Eligible Household Member

The applicant does not need to be an eligible member of the household, but should be of legal age to apply on behalf of those members of the household who are eligible. Accordingly, an applicant can either be an eligible customer, i.e., one who may be eligible to receive benefits, or an ineligible customer, i.e., one who is not eligible to receive benefits but is applying on behalf of eligible household members. The ineligible household members must be excluded from the total number of household members when calculating the HEAP benefit amount. The income of ineligible members of the household must be included when determining the total household’s income eligibility.

1. For those cases where an ineligible applicant applies in order for an eligible customer (both of whom are in the same household) to receive assistance you will enter the ineligible applicant’s information first (note that the ineligible customer does not have a Social Security Number so you will search with name and date of birth) once you begin entering data on the customer detail screen proceed as usual except you omit the Social Security Number and will click the “Not a Citizen” box.


2. Next go to the “Citizenship Documentation” drop down where you will select Not a citizen with eligible

household member option

3. Client detail screen should appear similar to this, proceed as usual entering the application.


4. When you get to client associations screen you will enter the eligible customer.

000-00-0000


5. Resulting in an ineligible primary applicant and at least one eligible household member.

All household members are to be entered; all adults are to provide income documentation.

NOTE: Some ineligible applicants may have a SSN for work authorization purposes only. This does not make them eligible for the program nor should it be used in OCEAN.

000-00-0000


Appendix XIV: OCEAN Report Instructions

Report 1: Incomplete Applications Report Utility Manager/ Reporting/ Report Launcher

Choose Agency Reports


Incomplete Applications by Intake User

Incomplete Application by Intake Worker Report


Report 2: Rejected Records- PIPP Rejects Programs/ PIPP Plus/ Rejected Records

Choose: Utility Company, Start Date, End Date, Search


Rejected Record Report


Report 3: Incomplete Regular HEAP Applications with a Processed WCP/SCP Utility Manager/ Reporting/ Workflow Reports

Choose: Report, Incomplete Regular HEAP Apps with a Processed WCP or SCP Application

Choose: Organization, Search