(Revised 10/1/18 ML #3533)
The Human Service Zone office must establish emergency procedures that will ensure a timely response to all requests for emergency (crisis) assistance. (See 415-05-05 for definitions of Energy Crisis and Life-threatening Energy Crisis)
These procedures will permit needed home visits, counseling, referrals, communication with suppliers, etc.
“Timely response” means:
- providing some form of assistance that will resolve the energy crisis not later than 48 hours after a household applies for emergency assistance if the household is eligible to receive such benefits
- providing some form of assistance that will resolve the energy crisis not later than 18 hours after a household applies for emergency assistance if the household is eligible to receive such benefits and is in a life-threatening situation
A timely response to a crisis does not necessarily mean that the vendor must be paid within the designated time-frame. However, some form of intervention that resolves or prevents the crisis must occur, such as contacting the fuel vendor to prevent or delay a disconnection until eligibility for emergency assistance can be determined or arranging for temporary shelter for household.
The case file must include clear documentation of a timely response to all requests for emergency (crisis) assistance.
The availability of emergency assistance must be included in all outreach activities and public announcements regarding the Low Income Home Energy Assistance Program.
A 24-hour, continuously available telephone number must be publicized for requesting emergency assistance or reporting an energy crisis.