Procedures
Listed below are timeframes and how to report a new account number for the energy assistance household.
Program Closed:
The energy assistance program does not have the ability to update or store the household’s new account number for the next open enrollment. Do not email the LIHEAP2 email box the new account number.
AFS Field? EA advise the client, they will have to apply during open enrollment and provide the new account number.
Preauthorization:
A preauthorization means the household received Energy Assistance benefits without having to complete an application. For more information, refer to Quest article LIHEAP Pre-Authorizations. A preauthorization can only be corrected if it reported within 10 days of the notice. If it is past 10 days from the preauthorization notice, the household will have to apply during energy assistance open enrollment and provide the new account number.
To report a preauthorization error AFS field staff transfer the client to the energy assistance queue or let them know to call 405-522-5050, and select the Energy Assistance options to request a preauthorization correction.
EA staff submit a preauthorization correction that have been reported timely using the Pre-Auth Corrections App.
Field/EA staff if it is after 10 days from the preauthorization notice, let the client know they will have to submit an application and provide the correct account number. If the client needs assistance with the application, please proxy the application for them.
EA staff a refund request may need to be submitted using the Refund Request App.
EA program staff will process the timely requests for a preauthorization correction.
Open Enrollment – no eligibility determination:
When the household provides their new account number during open enrollment, it can be updated on the energy assistance application. When the new account number is reported after the application was submitted, prior to eligibility determination: AFS Field staff transfer the client to Energy Assistant queue or advise them to call 405-522-5050 and select energy assistance options to report the new account number. EA staff update the new account number in the database and process the application if possible.
Open Enrollment – eligibility determination:
When the household provides their new account number during open enrollment, it can be updated on the energy assistance application. When the new account number is reported after the energy assistance application was submitted, and eligibility has been determined the household will have to go through the refund process steps. If the new account number was reported within 30 days of the payment notice, a correction can be made. If it is after 30 days from payment notice, the household will have to submit a new application with the correct account number.
AFS Field staff transfer the client to the Energy Assistance queue or advise them to call 405-522-5050 and select energy assistance options to request a refund.
EA staff submit a refund request if needed. If the payment has not issued, correct the account number.
Refer to Quest article LIHEAP Refund process for additional information.
Program Closed – no eligibility determination:
If the program is closed and eligibility has not been determine, to report a new account numbers: AFS Field staff transfer the client to the Energy Assistant queue or advise them to call 405-522-5050 and select energy assistance options.
EA staff update the new account number in the database and process the application if possible.
Program Closed – eligibility determination:
When the program has closed and the application has been processed, correction to an account number can only be made if it is reported within 30 days of the notice. Correction will require going through the refund process steps. For more information see the Quest article LIHEAP Refund Process. If a new account number is reported past the 30-day deadline, a refund will be requested, and the benefit will not be reissued.
AFS Field staff to report the new account number transfer the client to the Energy Assistant queue or advise them to call 405-522-5050 and select energy assistance options to request a refund.
EA staff submit a refund request using the Refund Request App.
Main Energy Source:
Program Factors 340:20-1-10
Sometimes the household requests that the energy assistance benefit be applied to a different bill. The winter heating program must pay the utility that is the primary source of heat, usually gas or electric. The summer cooling program must pay the utility that is the primary source of cooling, usually electric. The ECAP program can pay the utility that is in crisis status, heating, or cooling.
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