LOW INCOME HOME ENERGY ASSISTANCE PROGRAM MANUAL PY 06

Community Action Partnership Association of Idaho LIHEAP Program Manual

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TABLE OF CONTENTS Page(s)

Introduction Program Overview Other Programs Agencies Agency Obligations to the Participant Participant Rights Participant Privacy and Information Release Participant Responsibilities Energy Conservation Education Emergency Assistance Catastrophic Emergency Assistance

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The Application General/Participant Information (Page 1) Social Security Number CAP: Agency Codes SAT: Agency Satellite Office Codes Application Date Applicant Name Addresses County of Residence County Code Telephone Number(s) Vendor Code Fuel Supplier Account Number

Demographic Information (Page 1) Household Members Relationship to Applicant Date of Birth Social Security Number Race Citizenship Disabled Household Members Gender Supplemental Security Income (SSI) Benefits Social Security Benefits TAFI/TANF Benefits Food Stamp Benefits Farm Worker Education Achieved Employment Status Veteran Status Health Insurance Homeless Status

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Community Action Partnership Association of Idaho LIHEAP Program Manual

Household Information (Page 1) Three Month Total Gross Income Number In Household Number in EA Household Target Referral Referral Resource Approximate Age of Dwelling Been WX by Agency? Agree to WX Audit? Living Arrangements Heat Included in Rent? Rent Subsidized? Rent Amount Energy Education Housing Type Primary Heat/Secondary Heat Family Type

Household Income Data (Page 2) Required Documentation Income Exclusions Source of Income TAFI, SSI, Social Security & AABD Income Self-Employment Income Pension, Retirement & Disability Benefit Income Unemployment Benefit Income Child Support Income Interest Income/Other Income Zero Income

Completing the Household Income Section Renter/Landlord Instruction Zero Income Detail Outreach/Homebound Detail Signatures Dates Application Complete – Time limit

Eligibility Determination Denial Reasons Formal Notice of Denial Notice of Denial Hearing Approval

Benefit Calculation

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Heating Cost Estimation (Average Cost: Matrix) Energy Burden Percentages Energy Burden Factors & Thresholds The Base Benefit Minimum & Maximum Benefits Subsidized Housing Target

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Miscalculated Benefit

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Benefit Payments and Returned Benefits Payment Schedule & Contact Information Two-Party Warrants One-Party Warrants Warrant Errors Returned Warrants New Vendors & Two-Party Warrants Warrant Processing Direct Vendor Payments Benefit Refund from a Direct Vendor

Appendix A: CODES Appendix B: FORMS Appendix C: BENEFIT CALCULATION Appendix D: INCOME REQUIREMENTS AND POLICY Appendix E: CONTACT INFORMATION Appendix F: TEMPLATES, DEFINITIONS

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INTRODUCTION PROGRAM OVERVIEW Federal grants 1 are used by the Department’s contractor to conduct the Low Income Home Energy Assistance Program (LIHEAP). LIHEAP awards benefits for heating costs to individuals and families at or below 150% of the federal Office of Management and Budget (OMB) Income Poverty Guidelines. LIHEAP primarily provides assistance to offset home heating costs. Emergency issuance of assistance is available to participants whose health may be threatened due to lack of heat in their home. Assistance with clothing, blankets, temporary shelter, and minor home and heating equipment repair is also available in a Governor-declared state of emergency. The LIHEAP program typically begins December 1 st and final benefits are usually issued in May. Applications are accepted from approximately December 1 st to April 30th. This year, we will be beginning the LIHEAP program on November 1 st and issuing final benefits in April. Applications will be accepted from approximately November 1 st through May 31st. OTHER PROGRAMS Other programs provide various types of assistance to individuals and families at or below 125% (CSBG2), 133% (TEFAP3 and ITSAP4) and 150% (WAP5) of OMB Income Poverty Guidelines. • CSBG activities include employment training, job readiness education, emergency services including food, medical, clothing and shelter assistance, family development and information and referral to other service organizations. • ITSAP activities include assistance with installation costs for residential basic telephone service and/or monthly costs for basic residential telephone service. • TEFAP activities include distribution of donated and US Department of Agriculture food commodities. • WAP activities include an average assistance of over $2,000 in energy conservation measures installed per household. Insulation for walls, ceilings and floors, infiltration materials, repair or replacement of heating systems, hot water units, windows and doors and health and safety measures are installed. AGENCIES

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Each year the Idaho Department of Health and Welfare receives federal grants from the U.S. Department of Health and Human Services (HHS), U.S. Department of Energy (DOE), and the U. S. Department of Agriculture (USDA). 2 Community Services Block Grant 3 The Emergency Food Assistance Program 4 Idaho Telecommunications Service Assistance Program 5 Weatherization Assistance Program

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The Department of Health and Welfare, Statewide Self Reliance Programs, Community Service Grants Unit (the Department) contracts the administrative duties associated with LIHEAP to Community Action Partnership Association of Idaho (CAPAI). Contracts with CAPAI’s six (6) regional community action agencies (Agency) are between the Department and the Agencies. The Agencies are described as “Direct Service Providers.” The Agencies take LIHEAP applications and determine which applicants are eligible for benefits. In addition to LIHEAP management, Community Action Agencies manage CSBG, ITSAP, TEFAP, and WAP 6. Within the programs the Agencies provide outreach services, energy audits, family case management, information and referral to other service providers. See Appendix E for agency names, program services, and service areas. AGENCY OBLIGATIONS TO THE PARTICIPANT The Agency must provide unbiased non-discriminatory service to the participant. Throughout the application process, the Agency will work as an advocate for the participant to resolve emergency situations, negotiating payment arrangements and advanced energy delivery with home energy vendors (HEVs). The Agency will provide low-cost/no-cost conservation education, food, clothing, a nd temporary shelter assistance, as available . The Agency will support the participant’s employment efforts, while coordinating with and referring the applicant to other funding sources to supplement the participant’s personal resources. The Agency will give the participant a copy of the completed application, including a statement of participant rights.

PARTICIPANT RIGHTS The participant has rights protected by federal and state laws and Department rules. The Agency must inform the participant of his/her rights during the application process and eligibility determination (IDAPA 16.04.14., Section 102). An individual’s rights include: • Right to Apply. Any participant wishing to apply must be given the opportunity, without delay, to apply for benefits. All applications must be entered on the forms that are approved by the Department. • Right to a Fair Hearing. Department of Health and Welfare Rule, Title 05, Chapter 03, Section 200, "Rules Governing Contested Cases and Declaratory Rulings." • Right to Confidentiality. All personal information provided by an individual as part of the application is to be held in confidence by the Agency and agency representatives. The rights of a participant household to 6

WICAP does not administer or accept applications for WAP. For this service in these counties, perspective applicants need to contact CCOA. Please refer to the contact sheet in Appendix E.

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confidentiality are contained in Idaho Department of Health and Welfare Rules, Title 05, Chapter 01, “Rules Governing Protection and Disclosure of Department Records.” Civil Rights. The rights of an individual household must be respected under the U.S. and Idaho Constitutions, the Social Security Act, Title V I of the Civil Rights Act of 1964, the Rehabilitation Act of 1973, and all other relevant provisions of federal and state law, including the avoidance of practices that violate a person’s privacy or subject the person to harassment. PARTICIPANT PRIVACY AND INFORMATION RELEASE A participant Privacy and Information Release Form (See Appendix B) must be completed for all households applying for assistance. The form must be signed and dated by both the participant and an Agency representative to be a valid document. The participant’s address, the name of the vendor/utility, and account number must be recorded on the form. The original form is maintained in the participant’s file at the agency. The yellow copy of the form is available to the vendor/utility prior to the Department’s audit of Energy Assistance customers and to the Agency Weatherization Program staff. If requested, a copy of the form is provided to the participant. Booklets should also be discussed and distributed to all participants served in Weatherization Assistance and Community Services Block Grant Programs.

PARTICIPANT RESPONSIBILITIES The applicant has certain responsibilities, as defined in the State LIHEAP Rules. Each applicant must (physical and mental conditions allowing) provide all necessary and reasonable verification to establish eligibility and facilitate the eligibility determination process. (IDAPA 16.04.14.103) All applicants must meet both income eligibility requirements and non-financial eligibility requirements. (IDAPA 16.04.150) The applicant must be prepared to supply the following documents and information for verifying eligibility to participate in the Energy Assistance Program: • Gross income documentation for self and all household members for the three (3) months prior to the application date. • Social security card or official documentation for self and all household members. (Refer to the instructions for Page 1 of the application for exceptions.) • Birth dates for self and all household members. • Self-declaration of the citizenship or legal residential status for self and all household members. • Proof of residential address from a bill that indicates the residential address. • Utility bill or statement verifying primary fuel that heats the home and the

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participant’s vendor account number. Changes of address or vendor, after application is completed. The property owner’s name (landlord), address and telephone number, if the residence is rented.

ENERGY CONSERVATION EDUCATION Agencies are required to provide Energy Conservation Education to each participant as part of the eligibility criteria for the Low Income Home Energy Assistance Program (LIHEAP). Energy Education will be monitored by participant surveys. • If video equipment is available, all participants will view the video presentation while waiting for their appointment or as part of a group education session. • Energy conservation education posters, provided by the Department, will be displayed in the intake area or the area most visible to participants, which will reinforce handouts. • As part of the intake process, booklets/handouts furnished by the Department are discussed and provided to all participants. o Participants with children will receive crayons and an energy conservation-coloring book. The coloring books are provided by the Department. Crayons are provided by the Agency. o Elderly participants as well as households containing elderly members will receive additional information addressing health and safety issues encountered by the elderly. • Additional information and referrals will be provided during the application intake process to address specific needs based upon household composition i.e.; housing, job service and child care. • When necessary, applications are mailed to participants and include energy conservation booklets/handouts. The application and the participant file are documented accordingly. • Home visits - printed energy conservation booklets/handouts are discussed and provided to the participant. o Families with children will receive crayons and an e nergy conservation coloring book. o Families with an elderly member are given additional written materials addressing health and safety concerns the elderly may encounter. • Booklets should also be discussed and distributed to all participants served in Weatherization Assistance and Community Services Block Grant Programs. EMERGENCY ASSISTANCE7 Emergency assistance is provided to eligible households during the regular The emergency information is critical to Federal reporting requirements. Idaho MUST accurately report the actual number of participant households in an emergency situation, (i.e., without heat, threatened with disconnection of heat, or less than 48 hours of bulk fuel.) 7

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program period (December through May) or as federal LIHEAP funds allow. The emergency benefit assistance payment is calculated based upon the regular program eligibility criteria and benefit matrix average or actual consumption costs. • When the participant/household indicates an emergency situation, i.e. without heat, threatened with disconnection of heat, or less than 48 hours of bulk fuel they are to be given first priority in receiving assistance. • A “green” colored application must be completed for the participant following the same instructions as required for the regular application. • Proof of eligibility must be provided or verified by the Agency before any benefit is calculated. • After the participant eligibility is determined, the Agency will contact the energy supplier and negotiate reconnection, delivery of heating fuel and/or payment arrangements. • The emergency application must be coded with an "E" on the "E" line in the “Office Use Only” field located in the upper right section of the application. CATASTROPHIC EMERGENCY ASSISTANCE (Medical Expenses) Households that are experiencing catastrophic medical expenses (though the household would not normally be financially eligible) may be financially eligible for LIHEAP, as catastrophic medical expenses are deducted from the total household income. Catastrophic medical expenses are defined as expenses incurred by the initial (within the last 12 months) onset/diagnosis of illnesses such as: heart attack, cancer, stroke, etc. The catastrophic emergency benefit assistance payment is calculated based upon the regular program eligibility criteria and heating cost calculations based on the matrix average or actual consumption costs. • The Program Coordinator must review and approve all catastrophic emergency requests. • The participant must provide copies of the prior twelve (12) months unreimbursed medical expenses to the Agency with a cover letter including a statement of the nature and time period of the catastrophic illness. This includes doctor, hospital and prescriptions paid by the participant. Medical insurance premiums, hearing aids, dental expenses, and medically related travel will be excluded.8 Catastrophic Emergency Assistance (Medical Expenses), Continued • •

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The participant must provide income documentation for all household members for the corresponding twelve (12) months. The Agency will complete an emergency (green) application to determine the participant household income eligibility by deducting the amount of unreimbursed medical expenses from the total income and dividing the

If there are questions regarding which expenses to be included or excluded, please contact the LIHEAP Program Coordinator before initiating the application process.

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difference by four (4) to determine the household's adjusted three (3) month income. If the adjusted three (3) month income is within the income eligibility guidelines, the Agency will prepare a letter documenting the catastrophic situation. The letter and original documents are sent to CAPAI for approval. The information is reviewed and a written approval or denial response is sent to the Agency. If approved, the Department will issue a benefit payment to the participant and their fuel supplier. If the request is denied, CAPAI sends a formal denial notice to the household from the Department. A copy of the notice is sent to the Agency for record keeping.

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THE LIHEAP APPLICATION The following instructions explain the “WEATHERIZATION ENERGY ASSISTANCE BLOCK GRANT PARTICIPANT ASSESSMENT APPLICATION: HW0478.” Fields are explained in the order in which they are formatted on the application. The application collects mainly names, financial information, demographic information and dwelling-specific information. Demographic and dwellingspecific information is recorded through codes that were chosen by IDHW. See Appendix A for (yes/no) and multiple-choice codes. Accuracy is the most important requirement of the application process; accuracy is required. Names must be spelled correctly; codes must be chosen carefully; and numbers must be recorded accurately. All fields on the application are required for eligibility determination and for reporting; all fields must be completed according to the directions in this manual without exception. See the table in Appendix F for a brief summary of the following application instructions. See Appendix B for a copy of the application forms.

PARTICIPANT INFORMATION (PAGE 1) SOCIAL SECURITY NUMBER (SSN) (APPLICANT) This is the number on the applicant’s social security card. • The social security number must be verified by a social security card, EPICS information, a letter from the Social Security Association (SSA), by income tax returns, or proof of application for a SSN. • Copies of the participant’s social security documents must be filed in the participant’s file. • The participant does not have to give a SSN, if it is against the participant’s religious or political beliefs to provide a SSN or if the participant is living temporarily in the United States for work or educational purposes. • If a SSN is not available, the participant will be assigned a “C00” case number by the Agency. The case number will consist of the letter “C”, two zeros “00”, the agency code “01-07”, and the individual’s number “00019999”. For example, the first case number assigned by CAP North Central would be C00-01-0001. The third assigned number at WICAP would be C00-02-0003.9 CAP: AGENCY CODES This is the Department’s code for the Agency that takes the application. 9

For this Program Year we will use this numbering system.

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SAT: AGENCY SATELLITE OFFICE CODES This is the Department’s code for the Agency’s satellite office that takes the application. If a problem arises, q uestions will be directed to the office where the application is taken. APPLICATION DATE The application date is the date the completed, signed application and supporting documents are received by an Agency. (IDAPA 16.04.14.201.01) • The application date is the same as the date following the participant’s signature. If the dates are different, an explanation must be included in the “COMMENTS” field on page 2. • The application must be entered into the State’s system within a maximum of thirty (30) days of the eligible participant’s application date. Reasons for exceeding the thirty (30) day rule must be noted in the "COMMENTS" field on page 2 of the application. (IDAPA 16.04.14.202.01) • The application date is critical for establishing and prioritizing weatherization services for the eligible participant. • The application date is entered in YYYY/MM/DD format. APPLICANT NAME This is the applicant’s first name, last name and middle initial. • The name should match the signature on the application. The last name should always be entered first. The name should never be abbreviated or separated with hyphens. • If the name on the utility bill is not the participant’s name, the relationship to the participant must be noted in the “COMMENTS” field on page 2. MAILING AND RESIDENTIAL ADDRESSES These are the addresses where an applicant gets mail and where an applicant lives. • If the mailing address is not complete and correct, one-party and two-party benefit payments will not be deliverable. • Apartment, unit or space numbers must be indicated. • One address: If the participant receives mail at the residential address only, the address is written in the “MAILING Address” field only. • Two addresses: If the participant has both a mailing address and a residential address (the mailing address is a post office box or general delivery) both addresses must be entered. • A five (5) digit zip code is required. The four (4) digit zip code extension number is included, if it is known. • If the participant is homeless, the “MAILING Address” is Homeless, followed by a unique number (1-99). Homeless participants do not have actual mailing addresses. To avoid duplications for homeless applicants that live in the same city, the addresses must be different. The mailing address for the first homeless individual that applies will be Homeless 1;

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the fifth will be Homeless 5, etc. Only the participant’s demographics, self-declared income, signature and date are required to complete a homeless participant’s application. See Homeless Status (p. 16). COUNTY OF RESIDENCE This is the name of the county where the participant lives (not where mail is received). The average heating cost matrix is based on the county where a participant resides. COUNTY CODE This is the Department’s code for the county where the participant resides. TELEPHONE NUMBERS Telephone numbers are the applicant’s home “landline” and other phone numbers. • In the “Other Phone” field “Work” should be written in parentheses following a work phone number. • In the “Other Phone” field “Msg” should be written in parentheses following the message phone number. • In the “Other Phone” field “Cell” should be written in parentheses following the cell phone number. VENDOR CODE This is the Department’s code for the participant’s home energy vendor (HEV). Each HEV has a unique code. • A code must be assigned to all HEVs that receive a direct payment 10. • All emergenc y wood vendor payments are issued directly to a wood vendor, not the participant. If a direct wood vendor is not available, then a two-party check will be issued. FUEL SUPPLIER (VENDOR) This is the name of the participant’s primary fuel/energy supplier. • If the vendor code is 9999, the name of the fuel supplier must not be abbreviated. This name will be printed on the participant’s two-party energy assistance check; the name must be spelled correctly. ACCOUNT NUMBER This is the account number on the applicant’s utility bill. • The vendor uses the account number to credit the benefit to the correct customer account. If the account number is incorrect, the benefit will not go to the participant. • If the vendor does not assign an account number, the first three letters of the participant’s last name are written in the account number field. • If the name on the utility bill is not in the household, the relationship to the participant must be noted in the “COMMENTS” field on page 2. 10

The Home Energy Vendor (HEV) that is paid directly by the Department is also called a Direct Vendor.

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DEMOGRAPHIC INFORMATION (PAGE 1) The gray fields on the left side of page one (1) are demographic information fields. There are five columns for the codes and numbers that describe five household members, including the applicant. If the household has more than five (5) members, additional members must be listed on another page one (1). The participant’s (head of household/primary applicant) social security number must be written at the top of the second page 1. HOUSEHOLD MEMBERS These are the first names (enter last names, if diffe rent from the applicant) of each household member. • If the applicant has a spouse, or partner, the name of the applicant’s spouse, or domestic partner, will always be written in the second column. RELATIONSHIP of HOUSEHOLD MEMBERS TO THE APPLICANT The Department’s relationship codes indicate the relationship of household members to the applicant. • The applicant’s relationship to herself is already coded on the application. DATE OF BIRTH of HOUSEHOLD MEMBERS This is the birth date of a household member. • It is entered in YYYY/MM/DD format. SOCIAL SECURITY NUMBER of HOUSEHOLD MEMBERS This is the SSN from each household member’s SSN card. • If the social security number for a household member has been verified in the previous program year, the copy of the SSN card may be brought forward to the current file. • See Social Security Number. RACE of HOUSEHOLD MEMBERS The Department’s race codes indicate the race of each household member. • The race of the applicant is determined by observation, if the applicant does not wish to self-declare race. • This is not a required field for the State system, although the demographics are a great feature. CITIZENSHIP of HOUSEHOLD MEMBERS The Department’s citizenship codes indicate the citizenship status of each household member. • Citizenship codes determine the size of the LIHEAP household. • Legal documents are the most critical factor in counting the number of household members that qualify to be a part of the LIHEAP household. • An eligible household will have at least one US Citizen, a Documented

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Refugee or a Legal Permanent Resident (LPR). Refugees and LPRs have legal documents, like a VISA. A non-documented non-citizen does not have legal documents, like a VISA. Non-citizens without legal documents are never a part of the LIHEAP household, though their income is counted in total household income. For example, if one household member in a household of two is a non-documented non-citizen, the LIHEAP household is only one (1); all income is reported for both individuals. Household members that do not know their legal/documented status may provide supporting documentation (INS cards) to ensure they are ineligible for assistance. The participant will self-declare citizenship status and that of all household members. Documentation is generally not required. See Number in LIHEAP Household.

DISABLED HOUSEHOLD MEMBERS The Department’s (yes/no) code indicates whether a household member is disabled. • The participant will self-declare disability status and that of all household members. Proof of disability is not required. GENDER of HOUSEHOLD MEMBERS The Department’s gender code is used to indicate whether a household member is male or female. SUPPLEMENTAL SECURITY INCOME (SSI) BENEFITS The Department’s (yes/no) code indicates whether a household member is receiving SSI benefits. • SSI benefit eligibility is based on individual circumstances, not household income. Thus, receipt of SSI benefits does not indicate financial eligibility for LIHEAP. • Either a benefit award letter or EPICS record is required to document the benefit. SOCIAL SECURITY BENEFITS The Department’s (yes/no) code indicates whether a household member is receiving Social Security benefits. • Social Security Benefits are based on individual circumstances, not household income. Thus, receipt of Social Security benefits does not indicate financial eligibility for LIHEAP. • A benefit award letter is required to document the benefit. TAFI/TANF BENFITS The Department’s (yes/no) code indicates whether a household member is receiving Temporary Assistance to Families in Idaho (TAFI) benefits. • Households that are receiving TAFI benefits are financially eligible for LIHEAP, as TAFI benefit eligibility is based on household income.

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Either a benefit award letter or EPICS record is required to document the benefit.

FOOD STAMP BENEFITS The Department’s (yes/no) code indicates whether a household member is receiving food stamp benefits. • Households receiving Food Stamp benefits are financially eligible for LIHEAP, as Food Stamp benefit eligibility is based on household income. However, be sure that the same household composition is applying for LIHEAP that qualifies for Food Stamps. • Either a benefit award letter or EPICS record is required to document the benefit. FARM WORKER The Department’s farm-worker codes indicate the type of paid farm work that was done by a household member in the last twelve (12) months. EDUCATION ACHIEVED (required for household members 16+ years) The Department’s education codes indicate the level of education that a household member has completed. • The field is required for household members that are 16 years old and older. EMPLOYMENT STATUS (required for household members 16+ years) The Department’s employment codes indicate the employment status of a household member. • The field is required for household members that are 16 years old and older. • Seasonal work is temporary work that can not be done year round due to weather or work that is limited to a holiday season. Examples are lawncare/farm workers and temporary holiday salespeople. Full-time teachers are not seasonal workers, as teachers may choose to have salaries distributed throughout the year. VETERAN STATUS (required for household members 16+ years) The Department’s (yes/no) code indicates whether a household member is a military veteran. • This field is required for household members that are 16 years old and older. HEALTH INSURANCE The Department’s health insurance codes indicate the primary type of health insurance coverage a household member has. HOMELESS STATUS The Department’s homeless codes indicate the homeless status of an applicant.

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A homeless person lives primarily in one or more of the following conditions : o No fixed or regular nighttime residence o A temporary accommodation for not more than 90 days in the home of another individual or household. o A primary nighttime residence in an institution that provides temporary residence. o A temporary residence in a place that is not designed or intended to be sleeping quarters for people. The field should be left blank, if the applicant is not homeless. Only the participant’s demographics, self-declared income, signature and date are required to complete a homeless participant’s application. A homeless person may temporarily reside in a homeless shelter (most homeless shelters allow homeless people to stay for only a few days at a time). See Mailing and Residential Addresses.

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HOUSEHOLD INFORMATION (PAGE 1) THREE (3) MONTH TOTAL GROSS INCOME The three (3) month total income of all household members is entered in the “3 Month Total Gross Income” field. • This field can only be completed after page 2 is completed. NUMBER IN HOUSEHOLD This is the total number of all people that live in the applicant’s house (including the applicant). NUMBER IN LIHEAP HOUSEHOLD The LIHEAP household is the total number of documented household members (excluding non-documented household members [citizen code "4”]). See Citizenship of HH Members. • Non-documented non-citizen household members are not LIHEAP household members (US Citizens, Refugees or LPRs). • For example, if one household member in a household of two (2) is a nondocumented non-citizen, the LIHEAP household is only one (1). If all household members have legal documents (US citizens, Refugees or LPRs [see Citizenship]), the number in the LIHEAP household is the same as the total number of people in the household . • The LIHEAP household must be at least one (1) for the application to be processed. TARGET BENEFIT The Department’s (yes/no) code indicates whether one or more members of the household represent a target demographic. A target is a specific demographic currently in the household. • The household receives a target benefit, if one or more LIHEAP household members are: o Elderly, 60 by next September 30th o Disabled (self declared, no verification required) o Under 6 years of age at the date of application, small child • A “bonus” target benefit ($25) is added to a household’s base benefit. The maximum number of targets per household is 2. • Non-documented non-citizens that fit the target demographic criteria do not qualify the LIHEAP household for the $25 target demographic bonus. REFERRAL A referral is when the Agency that takes the application refers the applicant to any other service. If the Agency does not refer the applicant to a nother service, there is not a referral. REFERRAL RESOURCE The resource is the name of another service or program that the Agency

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advises an applicant to pursue. • If the participant is not referred to another resource/service, the field will remain blank. • If the Agency refers the applicant to more than one other service, “see Report of Services” should be entered in the “Referral Resource” field. APPROXIMATE AGE OF DWELLING The approximate age of the participant’s dwelling is the number of years since the dwelling was built. • The Weatherization Program uses the estimated age of a dwelling to prioritize homes for weatherization. 1.

BEEN WX BY AGENCY? The Department’s (yes/no) code indicates whether the participant’s dwelling has been weatherized by the Agency. • If the participant does not know whether the dwelling has been weatherized, the answer is “NO.”

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AGREE TO WX AUDIT? The Department’s (yes/no) code indicates whether the participant agrees to have the dwelling audited for weatherization. • If the participant refuses to have the dwelling audited and the audit is not waived, the participant can NOT be denied Energy Assistance. • If one or more of the following conditions exist, the weatherization audit is waived: o The dwelling has been previously weatherized by the Agency. o The participant does not own the residence and can not get an agreement from the property owner. o A household member has a documented medical condition that prevents the weatherization audit. • If the audit is waived, the answer is YES.

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LIVING ARRANGEMENTS The Department’s living-arrangements codes indicate whether the participant owns or rents the dwelling. • If the participant does not own or rent the dwelling, code “3” is used. • If the participant does not own or rent, the participant might live in an ineligible institution (see Housing Type). • If the participant rents, the rent might be subsidized and heat might already be included in the rent (see Heat Included in Rent and Rent Subsidized).

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HEAT INCLUDED IN RENT? The Department’s (yes/no) code indicates whether the participant’s heating costs are included in the participant’s rent.

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If the heating costs are not included in the rent, then the “Primary Heat,” “Vendor Code,” “Fuel Supplier” and “Account Number” fields must be completed. If the heating costs are included in the rent, then the “Primary Heat,” “Vendor Code,” “Fuel Supplier” and “Account Number” fields are left blank. Participants whose heating costs are included in their rent will receive a one-party benefit check. A household is not eligible for Energy Assistance, if heating costs are included in the rent and rent is subsidized by the government (see Rent Subsidized).

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RENT SUBSIDIZED? The Department’s (yes/no) code indicates whether the participant’s rent payments are subsidized (reduced) by a government program. • Subsidized renting is not buying a home through a subsidized mortgage loan program. • A household will be denied Energy Assistance, if rent is subsidized and heating costs are included in rent. • Participants that live in subsidized housing, if otherwise eligible, will receive the low base benefit, regardless of the household’s energy burden. • If the participant lives at the Paul Housing Authority, the benefit will be paid directly to Paul Housing Authority.

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RENT AMOUNT? This is the amount (including cents) of the participant’s monthly rent. • The participant may self-declare the rent amount; the participant does not have to show documentation to verify the rent amount. • If nothing is paid for rent, enter a zero (0).

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ENERGY EDUCATION? The Department’s (yes/no) code indicates whether the participant agrees to learn about Energy Conservation during the application process. • If the participant refuses to learn about energy conservation, the participant can NOT be denied Energy Assistance.

8.

HOUSING TYPE The Department’s housing-type codes indicate the type of dwelling that the participant inhabits. • If the participant’s primary residence is a Mobile Home, a Single-family unit, a Multi-family unit (1-3 apartment units) or a Multi-family unit (4+), the participant is eligible for energy assistance, having satisfied other eligibility requirements. • If the participant’s primary residence is an ineligible institution (a nursing home, a shelter home, a group home, a retirement center, a commercial boarding house, an alcohol or drug treatment institutions, hospitals or

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rehabilitation centers) the participant is not eligible for Energy Assistance. Homeless shelters and group homes are eligible for weatherization assistance. This information is required for the Weatherization program.

9.

PRIMARY HEAT The Department’s heating codes indicate the type of fuel that a household uses as the primary heat source. • Energy Assistance money offsets the costs of the primary heat source only. • If a household uses more than one heating source (e.g., both wood and gas) to heat the home, then the participant must identify the fuel type that provides the most heat. • The primary heat source is not the utility bill that the participant needs to pay; it is the main fuel that the participant burns to stay warm. • If the fuel type is misidentified and the Agency had enough information to identify the primary heat source, the Agency must reimburse the benefit to IDHW out of non-federal funds. • The primary heat source must be coded, unless the heating costs are included in the rent.

9a.

SECONDARY HEAT (information for weatherization) The Department’s heating codes indicate a household’s alternate heating fuel type. • Only if the dwelling does not have an alternate/secondary fuel type, should this field be left blank.

10.

FAMILY TYPE The Department’s family-type codes indicate the household’s family structure.

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HOUSEHOLD INCOME DATA (Page 2) Household income includes income of legal and non-legal individuals. The total income from all individuals that live in the house is the total household income. The total of three months of income for all individuals that live in the house is the threemonth total household income. Required Documentation Financial eligibility determinations are based on the following types of documentation: • Wage stubs or employer wage statements reflecting employee name and/or social security number. If there is an interruption in the employment, please note in the “COMMENTS” field. Wages from a bank statement do not reflect gross income. • Benefit award letters from a public or private agency/institution. • Bank statement with recipient name and benefit amount listed. • Social Security benefits statements/award letters. • Department of Health and Welfare EPICS online database. • Department of Labor Monetary Determination Notice. • Insurance, Interest or Retirement Benefit Statements. • Dividends • IRS Form 1040 or State Tax Forms/Statements Income Exclusions All income is included in the household’s eligibility determination, except income from the following sources (this income should be excluded from the total income) (IDAPA 16.04.14.151.01): • Medicare Insurance benefit payments • Private loans made to the participant/household • Withdrawals from personal bank account • Sale of real property, if funds are reinvested within three (3) calendar months of sale • Income tax refunds • Infrequent, irregular or unpredictable income from gifts and/or lo ttery winnings less than $30 during the three (3) month period before the application • Wages or allowances for attendant care when attendant resides in the household of the disabled member • Interest income of $30 or less received during the previous three (3) month period • Legal fees or settlements from Workers’ Compensation paid in a lump sum • Money for education from NSDL, College work-study programs, State Student Incentive Grants, SEOG, Pell, Guaranteed Student Loans and Supplemental grants funded under Title IV, A-2. • Money from the VA-GI Bill for Education

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Department of Health and Welfare Adoption subsidies Compensation to volunteers in the Older American Act or Foster Grandparent Program, including Green Thumb and Vista Volunteers, Title V Senior Employment Program Third party payments to the household made by a non-household member on behalf of the household i.e., childcare, energy assistance funds, shelter, food and clothing assistance Value of food stamps or donated food to household Utility allowance TAFI lump sum payments Any other lump sum payments though not specifically listed are excluded. Tribal crop or land payments AmeriCorps stipend

SOURCE OF INCOME (Types of Income) Determining an applicant’s total income can be complicated. There are ten types of income (income sources). Only 3-month incomes from each income type are entered on the application. Income types are explained in the order in which they appear on the application. Each income source has a pay period. Pay periods range from weekly to annual. All pay periods (except quarterly) must be adjusted to reflect 3 months worth of income. 3 months is 90 days before the date of application. o Monthly income is multiplied by three (3) to get the 3-month income. o Quarterly income is the 3-month income; there are three months in a quarter. o Annual income must be divided by four (4) to get the 3-month income. •

Employment Income Employment income is determined by the applicant’s pay stubs. o Wage stubs must reflect the 90 days (3 months) prior to the date or month of the application. o Wage stubs must include both the employee’s and the employer’s names and pay dates. o Wage stub information must be for the correct pay period and total reported hours. Wage stubs reflecting less than 40 hours (weekly) or 80 hours (bi-weekly) should be clarified with the participant to establish full- or part-time employment. The work arrangement (full-time, parttime) must be recorded in the “COMMENTS” field on the application. o The participant may self-declare income, only if the participant has exhausted all efforts to obtain income documentation from an employer. The participant must complete a self-declaration of earned income on the Department Self-Declaration Participant Income Statement. See Appendix B for forms. o If it is impossible for the participant or other household members to get all wage stubs for the reporting period, one wage stub may be used to calculate the income. The wage stub must represent a full 40-hour week unless the participant can document they worked partial work

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weeks during the reporting period. o The following formulas will be used to calculate wage income only if all stubs are not available: § Weekly Income: The income reflected on a single wage stub is multiplied by 12.9, to establish a three (3) month income amount. Example $400x12.9=$5160 § Bi-Weekly Income: The income reflected on a single wage stub is multiplied by 6.45 to establish a three (3) month income amount. Example $800x6.45=5160 § Twice-Monthly Income: The income reflected on a single wage stub is multiplied by 6 to establish a three (3) month income amount. Example $850x6=$5100 •

TAFI, SSI, Social Security and AABD Income o Incomes from these sources are usually a fixed amount, and usually have monthly pay periods. o An official Notice of Decision or EPICS online system may be used for documentation of TAFI, SSI, Social Security and AABD income. o If the participant disagrees with the calculated amount, the participant may provide additional documentation to change the calculated income amount from any of the ‘fixed’ income sources. o If the most current SSI or Social Security documentation is unavailable, note COLA Calculation in the “COMMENTS” field. COLA is the Cost of Living Allowance. Each year the SSI and Soc. Sec. benefits are increased according to the increase in the cost of living. § PY2005: (2004 SSI or Soc. Sec. Benefit) x 1.027 = Current Benefit § PY2006: (2005 SSI or Soc. Sec. Benefit) x 1.02__ = Current Benefit

•

Self-Employment Income o Self-employment income, including rental income, is documented on the participant’s most current tax forms; the pay period is usually annual (quarterly if a profit and loss statement or cash receipts ledger is used). o The prior year's signed tax fo rms are accepted through March 1st of the program year. After March 1st, the household must provide tax records from the current tax year or the household may provide a profit and loss or cash receipts ledger for the prior three (3) month period (quarter). If a profit and loss statement or cash receipts ledger is used for income verification, business expenses will not be deducted from the business earnings for the period. o To calculate the self-employment income from tax forms, complete the self-employment Form HW-0476 (see Appendix B) as follows: § Using the participant's IRS 1040, transfer the amounts reported for wages, interest, dividends, etc. to the corresponding line on form HW 0476 - Self-Employment Verification for Participant § Total the amounts on lines 1 – 8 and enter the result on line 9. § From the reporting schedule for the type of business (i.e. Schedule

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C, Schedule F, etc.) record the NET income or loss on the corresponding lines 10 – 12 on HW 0476. § Total the amounts on lines 10 – 12 and enter the result on line 13. § Using the same Schedule (C, E or F), enter the amount of depletion or depreciation on the appropriate lines 14 – 17 on the form HW 0476. § Total the amounts on lines 14 – 17 and enter the result on line 18. § ADD lines 13 and 18. Put the total on line 19. If the total is zero (0) or less, enter zero (0) on line 19. § Add the totals on lines 9 and 19. Enter the sum on line 20. If the total is less than zero (0), enter zero (0) on line 20. § The amount on line 20 is the annual income. § Divide line 20 by 4 to arrive at the three (3) month self-employment income and enter this number on line 21. § The participant and the Agency representative must sign the selfemployment verification form. § All related tax forms used to calculate the income on the selfemployment form must be included in the participant’s file. § Any additional earned income not included on the tax forms must be verified separately and included on the “Income Data Section” of the application to arrive at the household’s total gross income. Pension, Retirement & Disability Benefit Income o Households with income from these sources must provide documentation of monthly, quarterly or annual payments.

•

Unemployment Compensation Benefit Income o If the Department of Labor Monetary Determination Notice is used for income documentation, it must include the eligible recipient’s name and/or social security number. o The documentation must also include dates for the period the notice is reporting the income. Close attention must be given to the date the payment is paid to avoid over-stating the reported income. o To calculate the income from this source, ONLY the income received during the prior three (3) month (90-day) period is added. o If the unemployment compensation amount varies, this may indicate wages were received during the prior three (3) month period. If wages were also received, the total wages must be written in the employment field on the application.

•

Child Support Income o Child Support payment histories 11 (not court orders) are used to determine the amount of actual child support income. The pay period may be monthly, quarterly, or annual. Child support income is the actual amount of child support received. $50 is subtracted from the 3 -

This document is available from the Department of Welfare, Statewide Self Reliance. Child Support income can also be determined by IDHW caseworkers through ICSES.

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month total received; the remainder is entered on the application for the person reporting the income. •

Interest Income o Interest income from all sources in excess of $30 and received three (3) months (90 days) prior to the application date is considered interest income. The pay period may be monthly or annual.

•

Other Income There are typically two other types of income, including income earned by non-documented non-citizens and by temporary seasonal work. Non-documented Non-citizen Income § To determine a household’s financial eligibility, total household income includes income received by non-documented non-citizens. § See Citizenship of Household Members for definitions of nondocumented non-citizens. o Seasonal Income § Seasonal employment is expected to be temporary. § The pay period is usually annual. § Income from seasonal employment must be calculated using the total seasonal earnings received during the twelve (12) months (365 days) prior to the application date. § To calculate the income, the annual income amount is divided by four (4) to establish the three (3) month amount. The calculated amount is written in the corresponding field (Other) on the application for the household member reporting the income. § Seasonal employment may include but is not limited to construction, logging, warehouse, part-time teaching, farm work or temporary employment. § See Employment Status.

•

Zero Income o See ZERO INCOME DECLARATION.

COMPLETING THE HOUSEHOLD INCOME SECTION If the top of the income data section (application p. 2) is completed: • The three (3) month income(s) for all income sources are reported in the “Applicant Income (3 months)” column. • The sum of all other household members' three (3) month income(s) for all income sources is reported in the “Spouse/Other Household Income (3 months)” column. • If the same source of income is reported for more than one household member, the name of the members whose income is being reported is written in the margin beside the income amount. • The three (3) month income(s) from each source are added across. The total of the row (e.g.: Emplo yment) is entered in the “3 MONTHS – TOTAL GROSS INCOME” column.

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The income amounts in the three columns are each added down (drop the cents). The totals are entered in the “3 Months Total Gross Income” field. The “3 Months Total Gross Income” fields are added across and compared to the other numbers in column 3. If they agree, that figure is written in the “Total Household Gross Income” field. When the amount does not match, recalculate to identify and correct any error(s). The Total Household Gross Income must balance before the agency can proceed with completing the application. The three (3) month “Total Household Gross Income” (drop the cents) amount is written in the “3 Month Total Gross Income” line on page 1 of the application.

COMMENTS • This area on the application is used to record any information to support the lack of documentation/information in the participant file. • It may include the living arrangement of the household, utility account status, emergency status on a bulk fuel application or any other pertinent information to support the application. • Additionally, this area is used to do income calculation, (eg: COLA increases), including the benefit increase adjustment allowed for households within the target population i.e., elderly, handicapped and small children, and/or with more than one household member. OTHER INFORMATION If the participant is a renter, the name, address and telephone number of the participant’s landlord must be entered in this field. ZERO INCOME DECLARATION • Households claiming no income for the three (3) month period prior to their application must report how basic household needs (food, shelter, and utilities) were met. • The participant must sign the “zero income declaration.” • Participant households that have claimed zero income for the prior two (2) program seasons must obtain a written statement from a non-related, non-household member documenting their living arrangement to further document their lack of income. OUTREACH / HOMEBOUND USE ONLY • This area of the application is only used by an Agency when an application is completed away from an office at a participant’s home or at an outreach site. • An Agency representative will check the corresponding fields to show that the documents have been reviewed. • If documents other than those listed are viewed by an agency representative, the document title is listed under “Other”.

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SIGNATURE OF PARTICIPANT • The participant or designee must sign his/her application. • An application signed by a designee must have a letter of autho rization or power of attorney from the participant included in the file. • Unsigned applications must not be processed by an Agency. • Unless signed by a designated person, the signature should match the participant’s name on page 1 of the application. • An Agency representative cannot sign as designee for the participant. SIGNATURE OF AGENCY REPRESENTATIVE The application must be signed and dated by the Agency representative that assisted the participant in completing the application. DATES • These are the dates the application is completed and signed by the participant and the Agency representative. • The dates should match the date at the top of page 1 of the application. If the dates are different, the reason for the difference must be documented in the “COMMENTS” field on the application. • The date confirms the income documentation applies to the correct time frame to determine the participant's eligibility. • The application must be dated. Application Complete • Each application must be acted upon within thirty (30) days of the date that the application is completed and signed by the participant. • The completed application must be acted upon with an approval, a denial or a withdrawal. • An Agency representative will explain the participant’s hearing rights, as outlined on the back of the copy of the application (half sheet). • The participant should also be notified that if the application is denied, CAPAI will send a “Formal Denial Notice” that will also include hearing rights.

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ELIGIBILITY DETERMINATION If the application is complete, the participant/household eligibility must be determined. Once the participant’s eligibility is determined, the Agency will provide a copy of the eligibility determination (“goldenrod” half-sheet, back page of the application) to the participant. The half sheet is an Informal Notification of Eligibility and Rights; it is not a voucher to be used to obtain fuel. Denial If the participant is denied assistance due to one (1) or more of the subsequent four (4) reasons, the denial code must be entered in the “OFFICE USE ONLY” field on the top of page 1 of the application. Denial Reasons CODE REASON 1 Over Income Limit

2

Ineligible Institution

3

Rent Subsidized & Heat in Rent

4

Non-Documented

EXPLANATION The total income of all household members is over the 150% income guideline . See Appendix D for Income Guidelines. The household's housing type is a nursing home, homeless shelter, group home, institution, or retirement center. The participant's rent is subsidized by the government and heating costs are included in the rent. All household members are non-documented noncitizens.

Formal Notice of Denial • If the participant is denied assistance for one of the four (4) reasons, a formal Denial Notice must be mailed from CAPAI within thirty (30) days from the date of the application. • A copy of the participant’s denial notice is retained by the Agency in the applicant’s permanent file. • If the Agency later determines the participant was denied incorrectly, the Agency will notify the participant and CAPAI will work with the Department to immediately to resolve the error. Notice of Denial Hearing • The participant has thirty (30) days from the date of the formal denial to request a hearing on the eligibility decision. • If the participant contacts the Agency to request a decision hearing, the representative should make every effort to resolve the issue prior to referring the issue to CAPAI. • When the issue cannot be resolved by the Agency, the participant should be provided the Department’s Hearing Request Form HW-0406 (See Appendix B)

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The participant's hearing request is acknowledged by the Department of Health & Welfare Hearing Officer with the date and location of their hearing. The Agency must notify the Department of any pending participant hearings and provide all pertinent documentation to the Community Services Grants Unit and CAPAI prior to the hearing. Upon request, a copy of the Hearing Officer’s final decision is sent to the Agency. If the participant withdraws the hearing request, the participant must mail a written withdrawal letter to Department of Health & Welfare, Hearing Officer, Boise, ID 83720-9990

Approval If the application meets all eligibility requirements, the application is approved. After the application is approved, the benefit is calculated.

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BENEFIT CALCULATION • • • • •

• • •

(See Appendix C for the Benefit Calculation Summary Sheet) If the participant is eligible the benefit is calculated. The benefit calculation is based on the annual income, the heating cost, and the energy burden factors. The 3 Month Income and the Annual Income have already been calculated during eligibility determination. Heating costs must be either calculated or otherwise determined. o The average heating cost matrix is used to find the average cost for an individual living in the same area with the same fuel and vendor. o After the average heating cost is determined, see Appendix C for the Benefit Calculation Sheet, based on the average cost matrix. Participants living in subsidized housing will always have the benefit calculated with the lowest energy burden factor, regardless of the energy burden percentage. $25 is added to the base benefit, if any household has a target demographic (elderly, disabled, or small children under the age of 6). The maximum number of target demographics per household is 2. After the benefit payment amount is calculated, the total amount is entered in the “(OFFICE USE ONLY) BENEFIT AMT” field on page 1 of the application.

Heating Cost Estimation (Average Cost: Matrix) • • • • •

See Appendix C for the Heating Cost Matrix The participant’s heating area, fuel type, and vendor name are used to estimate an average heating cost. The average cost matrix is arranged by heating area, fuel type and vendor name. The average cost for all fuel types can be found in the average cost matrix. The matrix is built by a cooperative , based on information gathered from HEVs. To estimate the Average Heating Cost match the household’s Heating Area, Primary Heating Fuel Type, and Vendor Name on the Matrix chart to find the average heating cost.

PY 2006 Matrix Chart (Estimated 9-month Heating Costs) Fuel Types

Oil/Propane

Vendor

Any Heating Areas

II

1213 1308

III

1431

I

Natural Gas Intermtn Avista Gas

Idaho Power

Electric Northern Utility

Utah Power

Coal/Wood

N/A

Any

Rent

512 552 604

959

734 791

837 902

1033

750 809

1049

866

987

1130

884

For example, if the participant lives in Heating Area III and uses electricity from Idaho Power to heat the dwelling, the estimated nine (9) month heating cost would be $987.

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See Appendix C for the Benefit Calculation Sheet based on the Matrix.

Energy Burden Percentages The percentage of energy burden is the percentage of the participant’s annual income that was used to pay heating costs. (Heating Cost) / (Annual Income) = (% Energy Burden) Energy Burden Factors & Thresholds Three energy burden factors are used to calculate the base benefit, depending on the severity of the energy burden. If the percentage energy burden is high (>10.49%), the highest energy burden factor is used to calculate the base benefit. • The benefit calculation for participants that have 0% to 5.49% energy burden is based on the lowest energy burden factor; (5.5% to 10.49% energy burden à the median energy burden factor; greater than 10.49% à the highest energy burden factor). Lowest Median Highest Burden Thresholds 0% - 5.49% 5.5% - 10.49% >10.49% Burden Factors 0.18 0.24 0.31 The Base Benefit The base benefit is a percentage of the participant’s heating costs (not income). The base benefit is determined by one of three energy burden factors. If the energy burden factor is low, the base benefit is a lower percentage of heating costs. If the energy factor is high, the base benefit is a higher percentage of heating costs. (Heating Cost) x (Energy Burden Factor) = Base Benefit

Absolute Minimum and Maximum Benefits without a $25 Target Bonus Low $ 95 High $ 600

(for all Benefits) with a $25 Target Bonus Low $ 120 High $ 625

Subsidized Housing Participants living in subsidized housing will have the benefit calculated using the lowest energy burden factor (regardless of the energy burden percentage). Target Participant households with a target member i.e. elderly, disabled, or small child will receive a $25 “bonus” in addition to the base benefit. The maximum number of target members per household is 2.

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Miscalculated Benefit • If the participant’s benefit payment is miscalculated, and the error is identified after the application is entered into the state computer, the Agency will prepare a letter of notification to the participant. • The Agency will forward a copy of the letter and verbally contact the participant’s energy supplier to avoid an extension of credit or the delivery of fuel in excess of the participant’s entitled benefit amount.

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BENEFIT PAYMENTS AND RETURNED BENEFITS The benefit payroll is scheduled for each Friday. If Friday is a holiday, the payroll will run the following Monday. There is a two-day turn around time from the payroll date (Friday) until the warrant (benefit payment) is mailed (Monday). The Agency must contact CAPAI, the contractor of the LIHEAP grant, immediately to report changes in e ligibility, benefit amount, address, etc. All benefit warrants are mailed from the State Controller's Office. Two-party Warrants • The warrant (benefit payment) is a two-party payment with the participant and HEV names printed on the face of the warrant. • The warrant will include a statement of intended use and require the signature of both the participant and energy supplier. • CAP agencies will obtain a signed vendor agreement with Two-Party Vendors. Signed agreements must be obtained by the agency prior to payment of the benefit. One-party Warrants • The one-party payment is made payable to eligible participants who use wood12 or who pay their energy cost in their rent payment. • The payment will include a statement of intended use and will require only the signature of the participant. Warrant Errors • If the warrant is incorrect due to a vendor change or internal error, the Agency should contact CAPAI immediately so the warrant can be stopped, canceled and reissued. • CAPAI will process the warrant cancellation and notify the agency to submit a change application to correct the information for re-issuance of the warrant. Returned Warrants • All one and two-party warrants are mailed in envelopes that can not be forwarded. The Post Office will return all undelive rable warrants to the Department of Health and Welfare, Community Services Grants Unit. CAPAI will pick these up on a scheduled basis. • CAPAI will request an address/vendor update from the Agency by FAX or e-mail. • The Agency must research the reason for the return in a timely manner and update the participant's case record including: o Address Change o Fuel Supplier Change (e.g., switch from Idaho Power to 12

Direct vendor payments or two-party checks are issued to participants requesting emergency assistance with wood.

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Intermountain Gas) o Death of the Client The Agency will determine the reason for the returned warrant and will supply updated information to CAPAI. If the participant has an address change, the warrant is re-mailed and the agency representative will process a change application to update the participant's file. A returned warrant is re-mailed only once. If the warrant is returned a second time, it is held and canceled after the end of the program year. If the participant cannot be located, the Agency will notify CAPAI to cancel the undeliverable warrant.

New Vendor & Two-party Warrants • If the Agency contacts CAPAI with the participant’s name, address, new vendor account number, and the credit amount, CAPAI will have the Department re-issue the credit amount to the participant and the new energy supplier. • If the participant does not have a new energy supplier a nd the vendor refuses to issue the credit directly to the participant in the form of a oneparty check, the credit balance should be returned to the Department, via CAPAI, LIHEAP, PO Box 8224, Boise, ID 83707. Warrant Processing • If the participant is unable to endorse his/her warrant, the designated signer must sign the participant’s name followed by his/her signature. • If a vendor is unable to process a two-party or direct benefit payment for an eligible participant, the benefit will be returned and the Department will issue a new warrant to the participant and a new vendor. • If the warrant is applied to the participant’s energy account and the amount exceeds the amount owed, the vendor will establish a credit balance for future energy costs. Direct Vendor Payments • A report of eligible participants is sent from CAPAI to the vendors with each weekly benefit payroll. • The report will include the account number, participant name, address and benefit amount. The participant’s account number must be correct. • Fuel should only be released before payment if the Agency explicitly requests an emergency delivery. • Direct Vendors that distribute fuel based on the participant’s half-sheet (prior to payment by the Department) assume the risk of not receiving payment for the fuel. Applications that are rejected in an error or duplicate batch might not receive a benefit. • The Direct Vendor will deliver fuel before payment by the Department if the Agency has specifically negotiated a delivery for an emergency application, as detailed in Emergency Assistance.

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Benefit Refund from a Direct Vendor • Benefit Refunds from Direct Vendors should be handled according to the requirements stated in the HEV agreement. (See Appendix D) • If a participant’s account has been closed, the HEV may forward the benefit credit balance to the participant’s new vendor. • If new vendor information is unavailable , the vendor must refund the credit amount to the Department via CAPAI, LIHEAP, PO BOX 8224, Boise, Idaho 83707 within sixty (60) days after the participants account is closed. • If the participant is no longer a resident of Idaho, and has a credit balance with the vendor, the credit balance is returned to the Department, via CAPAI. • The benefit refund form (Appendix F) lists the information that is required in a benefit refund. If the participant’s SSN is unknown or only a partial SSN is available, the unavailable digits should be replaced with zeros. The SSN should be entered on the form without spaces or hyphens.