It is critical to double check the client’s account number when inputting the information into OKDHSLive. If the vendor is incorrect or the account number is incorrect it can create considerable delays receiving energy assistance.

When a client contacts you and a refund is needed, follow the steps below:

AFS Field staff transfer the client to Energy Assistance queue or let them know to call 405-522-5050, select the Energy Assistance options.

The centralized Energy Assistance (EA) staff process all energy assistance applications.

The EA staff will submit a refund request using the Refund Requests Power App. Only EA staff can access the app.

The LIHEAP refund process is a very lengthy, time consuming process as it involves several parties on both ends to push it through the system.

• If mistake is found and a refund is needed, please advise the client to make other arrangements with the utility vendor to avoid a service cut-off.
• A request will be sent to the utility provider who originally received the funds. The utility provider has up to 60 days to issue the unused balance back to the State of Oklahoma.
• When the utility provider reverses the funds, instead of issuing the OKDHS Finance division a check, the funds will go to the Oklahoma State Treasurer. (The Oklahoma State Treasurer office manages funds for the entire state.)
• When Energy Assistance funds are sent to the Oklahoma State Treasurer office the funds have to be specifically identified as OKDHS LIHEAP funds prior to the funds being transferred back to the OKDHS Finance division. This step could take months.
• Once OKDHS Finance receives the funds back from the Oklahoma State Treasurer office and it is posted to the Energy Assistance account then a refund can be issued.
• Then funds remaining from the original payment will be reissued to the correct utility vendor on the client’s account using the 105 transaction.

In order to meet federal requirements, the steps in the refund process cannot be skipped or waived regardless if the error was created by a client or staff.

Once the Refund Power App has been completed, many of the steps are in the hands of other agencies/divisions and outside the purview of the Energy Assistance program staff.

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.

Refunded Payment

The following are instructions on how to check if a client’s payment has been refunded back to OKDHS:

In IMS, enter BNX (space) and the case number.

The LIHEAP category codes are:

NH – Winter Payment

NE – ECAP Payment

NC – Summer Cooling Payment

If there is a “U” in the CDE field, the payment has been returned to DHS. An “I” in the CDE field indicates the payment has been issued and has not been returned.