LIHEAP / ECAP: LIHEAP Staff Responsibilities

AFS County Responsibilities

LIHEAP staff persons are responsible for LIHEAP processing and program requirements, but you as frontline AFS staff have an important role to play. Here are the following tasks:

Worker Responsibilities 

  • Answer the client’s questions about general program requirements and verification
  • When the client needs to apply, check to see if there is a valid application in DiscImage. If there is no application, explain how the client may apply. You may proxy (submit an online application for the client.
  • When serving as a proxy for an energy assistance application, record general case information for a Random Moment Time Study. When serving as a proxy for energy assistance and another benefit, record the action taken on the other benefit.
  • Check and explain the status of an application or a preauthorization. You must review case notes and case records. (imaging, DiscImage, 105cq, 105eq, or 105hq screens, the NL screen, and the NI screen) before providing a client with the LIVE contact information.
  • Route any imaged applications or verification to 90L.
  • Explain the household may provide the account information verbally or submit verification to correct an incorrect preauthorization.
  • Explain what verification the LIHEAP staff is requesting from the household. Review the Case Notes or the imaged Client Contact and Information. Request (Form 08AD092E or ADM-92).
  • Review the 105cq, 105hq, and 105eq screens to answer client questions.
  • Report when a household needs a correction to a pre-authorization or authorization to the LIHEAP unit.
  • Make referrals and explain the life-threatening energy crisis program when appropriate
  • Refer households who want to apply for the life-threatening energy crisis program to the LIHEAP unit.
  • Only provide clients the Benefit Line Phone Number (405) 522-5050 when you cannot answer the question based on case records.

Support Staff or CARS Responsibilities

  • Non-worker staff may proxy an online application for the household. When the client needs to apply, check to see if there is a valid application in DiscImage before submitting a new one.
  • Explain what verification the LIHEAP staff is requesting from the household. Review the case notes or the imaged Client Contact and Information Request (Form 08AD092E) or ADM-92
  • Route any imaged applications or verification to 90L.

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