The following are UPDATED Q/A’s regarding the LIHEAP/ECAP Programs. Frequently asked questions are divided into various topics and subtopics which can be accessed by clicking on the main topics.
Do I need to send an ADM-92 to request LIHEAP verification for my client?
No. You need to ensure accurate information regarding the client is captured such as household members (1 chimney/1 utility meter rule), utility vendor and account number. If additional information is required Energy Assistance Contact Center staff will send an ADM-92.
How do I check the status for pending LIHEAP/ECAP applications?
You can utilize:
- OnBase to check for a LIHEAP/ECAP application, the document type will show as 830 AFS Application/Renewal.
- Case notes in FACS for any pending verification or for additional information.
- OnBase for any pending verification or an ADM-92 request for additional verification.
- IMS Mainframe the:
- 105HQ (heating),
- 105EQ (ECAP/life-threatening),
- 105CQ (cooling),
- NL and NI screens to check on pending authorization.
You can use any of these tasks to assist your client regarding the status of their LIHEAP/ECAP application. LIHEAP program staff are limited to the same screens and information you can access. Emailing liheap2 email box about the status of the client case will not provide additional information.
No Account Number
My client states the propane vendor does not give them an account number what do they put the on the OKDHSLive application?
If the primary utility source does not have an account number, such as propane, input the client’s first name, last name for the account number. Example: John, Smith.Do NOT input incorrect numbers for the utility account number such as:
- social security number
- zip code
- 00000, etc.
When you discover an error, after you assist client with a proxy or the client reports an error after they submitted and application, how do I get the correct information to the assigned LIHEAP staff?
Document the error and the correct information in FACS case notes. Notify LIHEAP2 email box of the error so the information can be sent to the centralized processing staff.
Can ANY Field staff assist my client with LIHEAP/ECAP online application proxy?
Yes. Anyone including Adults and Family Services staff can assist the client with LIHEAP/ECAP proxy application. During our open enrollment period applications can be completed online at www.okdhslive.org
I am really busy. Can I defer my client to call OKDHSLive instead of assisting them with an application proxy?
No. DHS implemented First Contact Resolution. AFS Field staff can assist the client with LIHEAP/ECAP application proxy online at www.okdhslive.org during open enrollment period.
How do I proxy a LIHEAP/ECAP application during open enrollment?
You need to use www.okdhslive.org to proxy and LIHEAP/ECAP application during open enrollment. For step by step instructions refer to article LIHEAP/ECAP: How to Apply for Low Income Home Energy Assistance Program (LIHEAP).
Random Moment Time Study
If I receive a Random Moment Time Study (RMTS) while assisting a client with LIHEAP/ECAP, how should I respond?
When serving as a proxy for energy assistance and another benefit, record the action taken on the other benefit for Random Moment Time Study (RMTS). When serving as a proxy for an energy assistance only application, record general case information for RMTS.
How much firewood can an eligible client receive?
The LIHEAP pays for 1 rick of firewood base on the average cost according to the household’s residence zip code up to a maximum of $125.
Household Benefit Payment
How much will LIHEAP/ECAP pay if my client is eligible?
On winter/summer assistance, the benefit payment amount depends on the household’s size, type of fuel, and income. Please refer to the latest Appendix-C-7-A for additional information. LIHEAP payments are made for utility expenses, deposits, and reconnect charges applicable to the household’s main source of home energy.
The ECAP annual threshold maximum is $750 per federal fiscal year (October 1 – September 30) which includes both regular ECAP and life-threatening. ECAP will pay the minimum amount to resolve the energy crisis for at least 30 days. When the utility service is off, ECAP pays the minimum amount to restore service for one month plus the reconnection fee. When ECAP is approved for a life-threatening emergency, ECAP also pays any additional negative arrearage to mitigate the household’s medical crisis. For additional information, view article LIHEAP/ECAP: Prepaid Utility Accounts & LIHEAP.
Refillable Fuel (Propane)
How much refillable fuel can eligible clients receive?
The LIHEAP pays for 100 gallons for any type of refillable fuel. The fuel type must be the household’s main energy source depending on the LIHEAP seasonal program.
Eligible households that indicate they about to run out of fuel and use alternative fuel such as propane canister, or gas for a generator can receive up to maximum benefit of $125.
Can my client transfer her LIHEAP benefit to her friend who just moved in after my client vacated her residence?
No. Your client’s LIHEAP benefit will follow her to the new residence if she has any remaining credit. In the event she is not responsible for utilities at her new residence, the utility provider must issue the credit in form of a refund back to DHS so we can reallocate the funds to assist other eligible households.
My client reported a change of household circumstance that would affect her pending LIHEAP/ECAP application. Who do I need to notify?
Please send an email to LIHEAP2@okdhs.org include your supervisor. If there is any verification, please upload it in OnBase to 90L
ECAP Crisis Definition
An energy crisis exists when the energy provider:
- Refuses to start, continue or restore service without payment; or
- Plans to cut off the household’s service unless the provider receives payment; or
- Declines to provide additional fuel without payment and the household’s fuel tank is at or below 10% for ECAP and at or below 25% for life threatening
- verifies a cash only, cash advance, or pre-paid account has lees than a $25 minimum balance in the account or
- Is an alternative fuel source (i.e. Wood, Corn Pellets, Kerosene, etc.) and the applicant indicates they are about to run out. (Must be reviewed and signed off by a supervisor/authorized personnel); or
- Requires a new connection or reconnection fee and the minimum security deposit; or
- Enters into a payment plan with the household to prevent the service cut off.
How do I determine if my client is eligible for LIHEAP/ECAP?
AFS Field staffs don’t determine clients LIHEAP/ECAP eligibility. LIHEAP/ECAP eligibility determination is completed by the Energy Assistance Contact Center staff. You can assist the client with an application proxy during open enrollment and any questions they may have regarding the LIHEAP application or process. For more information regarding your responsibilities, refer to article LIHEAP/ECAP: LIHEAP – Who, What, When, Where?
H(Household) My client is babysitting her granddaughter during the day while the parents are at work/school, can she include the granddaughter as a part of her LIHEAP household?
No. The granddaughter is considered a visitor and cannot be added to the LIHEAP household.
My client’s mother was released from the hospital recently and moved in to her house so she can assist her. Can her mother be considered a part of the LIHEAP household?
Yes. In this instance, the client’s mother is considered a member of her LIHEAP household. Therefore, her income and resource are also considered for the household LIHEAP eligibility.
(Household) My client’s daughter is an RN and she usually work 4 days on and 3 days off. She resides there part-time. She has a primary residence in another city. Should she be included in my client’s LIHEAP household?
Yes. If she has not received LIHEAP benefits at her primary residence, the client’s daughter must be counted as a part of her LIHEAP household. Therefore, her income and resource are also considered for the household LIHEAP eligibility.
My client’s son lives 2 hours away from the city. He works in the city so he stays with my client during the week and goes home on the weekend. Is he a visitor?
No. The client’s son must be included as a part of her LIHEAP household. His income and resource are also counted for the household LIHEAP eligibility.
LIHEAP & ECAP
Can my client receive both LIHEAP and ECAP payment assistance?
Yes. Household could be eligible for regular LIHEAP winter/summer payment during open enrollment and still be eligible for assistance during ECAP open enrollment.
My client resides in a long-term care or community housing facility. Can he/she be eligible for LIHEAP assistance?
No. LIHEAP cannot provide assistance to this type of housing facilities and payment cannot be made on a corporation’s utility account.
Does LIHEAP help with the cost of refrigerators?
No. LIHEAP does not pay for refrigerators or any other household appliances.
Can my client receive Tribal LIHEAP assistance and assistance with DHS LIHEAP?
No. The household with one or more tribal member(s) may choose to receive LIHEAP assistance through the tribe or DHS. If it is determined that the client has received the LIHEAP assistance through the tribe and DHS this fiscal year; please inform LIHEAP2@okdhs.org so we can initiate the overpayment.
Window AC Unit
Can my client receive reimbursement for a window A/C unit?
Yes, during summer cooling open enrollment LIHEAP can issue reimbursements up to $150 for purchase/repair of a window A/C unit. Households will have to submit a dated receipt for the purchase/repair within 30 days of summer cooling application. For more information refer to article LIHEAP/ECAP: Winter Heating / Summer Cooling.
Each utility vendor has a unique format for their customer account numbers. It is important to enter the numbers in our system in the correct format. Some frequently used examples include:American Electric Power/Public Service
- American Electric Power/Public Service
- Company of Oklahoma (AEP/PSO) – The number must be entered as it is on the bill including dashes. i.e.: XXX-XXX-XXX-X-X
- Arkansas-Oklahoma Gas (AOG) – The account number must have 11 numeric digits. The first digit cannot exceed 1 through 4. Positions 2 through 11 cannot be blank.
- CenterPoint/Arkla – the account number must be entered exactly as it appears on the bill including dashes
- Oklahoma Electric Cooperative (OEC) – The account number must be entered as it appears on the bill, including the dash
- Oklahoma Gas & Electric (OG&E) – The account number must be entered as it appears on the bill, including the dash.
- Oklahoma Natural Gas (ONG) – The account number must be entered 16 numeric digits no spaces. (Leave off the last 2 numbers)
How many days will the ECAP program pay for eligible households?
ECAP will pay benefits for eligible households for 30 days. There is still the maximum benefit of $750 per federal fiscal year for ECAP and Life Threatening.
My client’s LIHEAP was paid directly to him but he did not receive the Oklahoma Master Debit Card. What should I do?
You can open a Remedy ticket for AFS Helpdesk to resolve any card issue. Clients may have previously received a card or enrolled in direct deposit for other DHS benefits. The AFS Helpdesk agent can provide assistance. For more information, refer to article LIHEAP/ECAP: LIHEAP Non-Participant Vendor – Direct Payment to the Client
If the LIHEAP payment is incorrect, how do I report it?
It’s critical to triple check utility information with your client when you assist with the LIHEAP proxy application. If an error is discovered at a later time, please report the correct information immediately to LIHEAP2@okdhs.org so we can notify the utility provider. Notify the client that the refund process is a lengthy, time consuming process and they will need to make arrangements with the utility provider. If there is a need for refund, LIHEAP program staff will initiate the refund request from the utility provider. Funds will only be reissued if reported within 30 days from the date on the notice of payment. If it is past 30 days, the refund will be requested and will not be reissued. For more information, refer to article LIHEAP/ECAP: LIHEAP Refund Process.
Payments to Providers
How often are the LIHEAP/ECAP payments made to the utility providers?
The LIHEAP/ECAP payment is paid once per week through a bank ACH transaction to LIHEAP participant utility provider’s registered bank account with State Treasury Office. All non-participant providers, payment is made once per week directly to the client.
Does DHS send pledges to utility providers?
The Energy Assistance Contact Center staff does not send Winter Heating or Summer Cooling pledges to participant providers. Only during ECAP open enrollment period are pledges sent to participant providers that have no File Transfer Protocol (FTP) set up. The FTP providers receive a nightly authorization batch file through a data exchange drop-box. The Energy Assistance Contact Center staff will also send Life-Threatening pledges to participant providers. The clients must be advised that not all utility providers will note the pledge on cash-only/cash-advance/pre-paid utility account.
Can I send the pledge to utility provider if my client requested?
No. Pledges can only be sent by Energy Assistance Contact Center staff or State Office to ensure there is no duplication of pledges. Please leave this task for authorized personnel. Disciplinary action can be taken if it results in additional funding cost for our agency and state.
Can LIHEAP pay the household’s main heating source during summer months and vice versa?
No. Eligible households can only receive assistance for the main energy source according to each program component. For example: household cannot receive firewood as fuel type for summer cooling since it is not a main cooling energy source.
Can LIHEAP reissue the payment out to correct utility provider while waiting for the refund?
No. We have to wait until the refund is received, so it can be processed and reissued to the correct utility provider. Notify the client that the refund process is a lengthy, time consuming process and they will need to make arrangements with the utility provider. For more information, refer to article LIHEAP/ECAP: LIHEAP Refund Process
My client’s LIHEAP benefit was paid and he moved during LIHEAP/ECAP open enrollment. Can the payment be transferred to his new residence?
Yes. If the LIHEAP benefit has been paid out and he has any credit remaining from his previous utility servicing address, it can be applied toward the new residence. Please notify LIHEAP2@okdhs.org for appropriate action taken. Remaining funds will only be reissued to the new utility if reported within 30 days from the date on the notice of payment.
Copy of the Bill
Does the client have to send in a copy of the utility bill to correct a preauthorization?
No, we just need the correct account number, provider name and account name within the 10 calendar days of the preauthorization notice.
How will I know if my client was preauthorized?
The LIHEAP section preauthorizes winter heating or summer cooling households who meet certain criteria, which can change based on federal guidance. These households’ receive a LIHEAP payment without needing to apply. There will be a notice on the NL screen and the authorization will show on the 105HQ or 105CQ screen.
The client wants to update the preauthorization to change it from electric to firewood what do I need to do?
We cannot pre-approve a household for firewood by federal regulation. To get firewood, the client will have to apply during open enrollment. The pre-authorization will be closed.
My client reported their account information is not correct on the preauthorization how do I change it?
Pre-authorizations cannot be corrected once open enrollment begins, the client will have to apply during open enrollment. This includes preauthorized households that are closed (action code 6) with a reason code 09 (State Office use only), or 10 (Supplier cannot identify).
If it is within 10 calendar days of the preauthorization notice, refer to article LIHEAP Pre-Authorization Correction.
The pre-authorization for a household closed on a reason 10 (Supplier cannot identify) will need to apply during open enrollment.
If it is beyond the 10 calendar days we will have to start the refund process. For more information, refer to artifcle LIHEAP/ECAP: LIHEAP Refund Process.
Number of Times
The client was pre-authorized for Summer Cooling. Does that mean she will automatically be preauthorized for Winter Heating?
No, the household may only be preauthorized for one LIHEAP component each federal fiscal year. For example, if the household is preauthorized for summer cooling, the household must submit an application and eligibility be determined for winter heating and vice versa.
Payment of my Preauthorization
My client states they received a preauthorization notice. When will they receive the payment on the account?
The preauthorization payments will be issued to the utility vendors the week following open enrollment. Check the PD Date on the 105HQ or 105CQ screen.
Supplier Cannot Identify
My client called inquiring about the notice she received indicating her LIHEAP case was closed and she would not receive assistance, the reason given was “supplier cannot identify”. What does this mean?
It means the utility vendor verified that her account is not active and she will have to apply during open enrollment. The LIHEAP preauthorization must be issued to an active account. The household will need to apply and provide updated account information during open enrollment.
What are the LIHEAP program components?
The Energy Crisis Assistance Program (ECAP) provides assistance for households with a verifiable energy crisis including the loss of heating or cooling. Open enrollment for the program usually begins each year in mid-March. Energy crisis assistance for households with a life-threatening medical situation is accepted year round.
The non-emergency summer cooling program provides assistance with a one-time payment per fiscal year to the energy company providing the main source of cooling for the household. Open enrollment usually begins each year in June.
The non-emergency winter heating program provides assistance with a one-time payment per fiscal year to the energy company providing the main source of heating for the household. Open enrollment usually begins each year in December.
My client stated her utility account is under the name of the apartment complex. What should I tell my client?
The LIHEAP can only make payment on a residential utility account. The LIHEAP is prohibited by federal regulation to issue payments to corporate utility account. If your client was preauthorized, the account will be closed and the client will have to apply during general open enrollment. If eligible, the payment would have to be processed as direct payment to the client.
My client stated her utility account is under the landlord’s name as she lives in a multiple unit complex. She states she is responsible to pay a portion of the utility bill each month. What should tell my client?
The LIHEAP can only make payment on a residential utility account. The LIHEAP is prohibited by federal regulation to issue payments to corporate utility account. If your client was preauthorized, the account will be closed and the client will have to apply during general open enrollment. If eligible, the payment would have to be processed as direct paid to the client.
My client maintains two different utility accounts: one for her residential and one for her self-employment. Which one can LIHEAP provide assistance?
The LIHEAP can only make payment on her primary residential utility account. Federal laws prohibited LIHEAP payments to a business account.
My client doesn’t have a utility account number because she is trying to establish new service. What should I do?
Please have the client contact her utility provider to establish new service and request an analysis for minimum required amount for the security deposit, account number to be assigned, and any associate fees that might be incurred. If the provider is a propane company, the account number might be the client’s first name/last name. Please document in the “explanation” box according to the fuel type on the application.
Does LIHEAP pay for any other utility services?
No. Most utility providers have other utility services such as trash, water, sewer, recycling, etc. included in the customer’s monthly utility bill. Federal law only allows LIHEAP payment to be paid toward the eligible household’s heating/cooling energy source. The client is responsible to pay for other service charges.
How do I know if my client is almost out of propane for ECAP/Life-threatening?
For propane, the tank’s indicator has to be below 10% for regular ECAP and 25% for life-threatening. The client can also use the refusal notice from the provider if it is available. Please document in the “explanation” box according to the fuel type on the application.
My client lost his notice. How do I access notices?
You can check the NL (case #) for notice list in IMS-Mainframe and enter NI next to the notice you want to access, to provide a copy to the client.
Where to Send
Where does my client send their LIHEAP verification?
The documents can be:
- Uploaded to their case file at okdhslive.org and click on Fast Pass Verification Upload button so it can be indexed to the case record. or
- Send the documents to the local Field office. Local Field staff will upload the document to your case record. or
- Fax to (405) 325-7155 include the DHS case number and name.