FFY2015

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• FFY2015
• EAP Annual Training
• August 12 13, 2014
• St. Cloud

Crisis
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Crisis Introduction

• Crisis has seen major revisions in the past years
• Primary Heat first
• eHEAT enhancements to screens
• Improved documentation
• We understood we would need to evaluate the new
  Crisis improvement based on your experience
• This year in the JADs we focused on refinements
  and improvements to break the log jams based on
  your input and experiences from FFY14

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Crisis

• Training Topics
• Crisis Response Timelines Prioritizing
• Early Emergency Requests Response
• Standard Delivery Amount
• Post-Delivery Verification
• New Crisis Allowances

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Crisis Response Timeline
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Crisis Response Timeline

• Why the changes?
• Applications arrive in September
• Money does not arrive for some time
• Households make emergency request
• Requests were tracked, process when money arrived
  and referred
• Doing it this way was inefficiencies
  ineffectiveness and thus counter-productive

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• Crisis Timeline Improvements
• The solution intention
• Define reasonable response
• by
• Considering context of
• Types of emergencies
• Pre-Money Post-Money

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• Crisis Response Improvements
• Areas considered in the solution
• Crisis response timelines
• Prioritization
• Requirements for pre- post-money arrival

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Crisis Response Timeline

• Changed allows for more flexibility in
  prioritizing
• Crisis Chapter 7 - Page 6
• Crisis Timeline Prioritization
• Crisis went from 3 to 4 categories
• Life-threatening situation
• Not immediately life threatening
• Crisis Prevention
• Households with a shutoff notice not at risk of
  being shut off or a HHD member age 60 or older

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Crisis Timeline

• Crisis Chapter 7 - Page 6
• Life-threatening situation
• Must receive the highest service level.
• Not later than 18 hours
• The Service Providers must provide some form of
  assistance that will resolves the emergency.
• Life threatening situations include
• No heat in the house
• No heat distribution

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Crisis Timeline

• Crisis Chapter 7 - Page 6
• Not immediately life threatening
• For households with no primary heat in the house
  and meet the following conditions.
• Have alternate and/or temporary heat /or
• Weather conditions or inside air temperature are
  at a level that safety is not a concern
• Not later than 48 hours, some form of assistance

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Crisis Timeline
Crisis Chapter 7 - Page 6

• Crisis Prevention
• For emergencies that are
• Not immediately life threatening,
• and
• Allow for additional time to prevent a loss of
  heat (i.e. Vendor does not shut off during
  heating season)
• If no category 1 or 2 apps are pending, these
  should be prioritized and reasonable efforts made
  to avert the impending emergency within a time
  appropriate for the situation.

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Crisis Timeline

• Crisis Chapter 7 - Page 6
• Households with a senior or households with a
  shutoff notice but not at risk of being shut off
  
• For households with
• A member age 60 or older(delivered or connected)
• Active disconnect notices but not at risk of
  disconnect.
• These households are not subject to 18/48
  timeline
• Can be served in the normal log date order

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Prioritizing

• Chapter 7 Crisis Page 6
• Clarifying Prioritization
• Process emergency apps before non-emergency apps
• SP triage, or prioritize, based on the condition
  or threat of no heat to the household.
• Then address in a logical priority greatest
  threat are addressed first.
• For example, households with shut-offs are
  addressed before those with disconnection
  notices.

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• Prioritization Chap 7, Page 6
• Life-threatening situation 18 hours
• Not immediately life threatening 48 hours
• Crisis Prevention Appropriate for situation
• Shutoff notice not at risk of shut off and age 60
  or older Log date order

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Early Emergency Requests
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• Early Emergency Requests
• Responding to Pre- Post-Money Requests
• Rationale
• Many September emergencies cannot be addressed by
  program funds
• Situations dramatically changed by the time money
  arrives

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Pre-Money and Post-Money
Crisis Chapter 7 Page 6

• Defined the response for 3 conditions are
• Pre-Money Cannot determine eligibility
• Pre-benefit matrix (Typically Oct. 1)
• Pre-Money Can determine eligibility
• Post-benefit matrix (Typically Oct. 1)
• Post-Money Can determine benefits pay

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• Pre-Money

Cannot determine eligibility (Pre-benefit matrix)

• Service Provider must either
• Make referrals and do advocacy
• OR
• Enter info in eHEAT address when money arrives.
• Making referrals and do advocacy
• Document the referral/advocacy
• Note HHD was spoken to or sent letter
• Check Referred box in eHEAT
• Referral must notify HHD to return
• Can return to normal log order (optional)
• Can prioritize and triage (optional)
• Enter info in eHEAT address when money arrives
• Enter emergency application question in eHEAT
• When Matrix, complete app, determine benefit

• Rationale
• Cannot be addressed by program funds
• Situations change
• Improves ability to address the backlog

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• Pre-Money
• Can determine eligibility (Post-benefit matrix)

• Once eligibility can be determined Service
  Provider will
• Triage
• Use answers to emergency information on
  application and enter into eHEAT
• Complete application, determine eligibility
• Make referrals

• Rationale
• Vendor sees, which helps household
• Closer to getting money, so less volatile
• Using app function sets up Resolve and In
  Progress, events saving time later
• Payments are collapsed saves time vendors see

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• Post-Money
• Can distribute benefits

• Use answers to emergency information on
  application, enter in eHEAT and process
  emergencies.
• 18/48 hour rules take effect
• Triage as needed

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• Pre-Money Pre Benefit Matrix
• Making referral and return to log order
• App arrives

• Check Referral Make note in eHEAT or HHD File

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• Pre-Money Pre-Benefit Matrix
• Entering and Processing When Money Arrives
• App arrives

• Enter emergency information

• Enter -0- in Amount Owed
• Process when money arrives

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Standard Delivery Amount
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• Standard Delivery for Less Than 20
• The Issues
• Min. Delivery often left small amounts for HHDs
• Household returned was inefficient effective
• Minimum delivery was determined by the vendor
• Intention
• Improve efficiency by reducing HHD need to return
• Reduce barrier for HHDs get full benefit (Match
  requirement)
• Maximize benefit to households
• Solution
• 500 Standard Delivery Amount (SDA) replaces
  Min. Delivery

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• Standard Delivery Amount (SDA)
• Making it easier to understand
• Think of it as if every vendor has the same
  minimum delivery
• The other policies eHEAT work the same
• We do not need to collect or record minimum
  delivery

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• Standard Delivery for Less Than 20
• Chapter 7 page 3
• Amount of Crisis Benefit
• The amount of the Crisis benefit is
• For connected utilities the current balance
  (including any fees) up to 500.
• For delivered fuels 500 (standard delivery
  amount) minus any amount that would leave a
  credit on the households account. The benefit
  can pay for fuel, the current balance and fees.
• For self-supplied biofuel 250

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Calculating Benefit
Using Standard Delivery Amount with Apps function

• Enter 11 in Current Tank -0- in Amount
  Owed if blank

• Scenario 1
• PH is 800
• HHD has no arrearage (Enter -0- in Amount Owed
  field)
• When you
• Result
• 800 PH is greater then 500 SDA A Resolve
  Crisis Event

Determine Eligibility
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Using Standard Delivery Apps function
Scenario 2 With an amount owed
400

• Enter 400 in amount owed. This is NOT minimum
  delivery

• Scenario 2 Details
• PH is 800
• HHD has 400 arrearage (Or Amount Owed)
• When you
• Result
• 800PH is less than (400 Owed 500SDA)
  In-progress Crisis Event

Determine Eligibility
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Standard Delivery in eHEAT
Enter a emergency on the Crisis Screen
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Standard Delivery in eHEAT
How it calculates

• (500 SDA 400 Arrears) - 800 PH 100
• 100 Crisis benefit is created

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• Adjusting a Benefit
• Distributing to other vendors
• If household wants to split 500 Crisis benefit
• Adjust amount in Standard Delivery
• or
• Process other emergency first

250
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Standard Delivery eHEAT Demo
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Post Delivery Information
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• Post Delivery Information
• For Less than 20 in tank Crisis Reason
• When benefit is determined, Post Delivery Info
  record becomes Requested in eHEAT
• Vendor enters information delivery info into
  eHEAT
• SP Reviews submitted info and accepts

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Post Delivery Information When benefit is
determined the Post Delivery Info is requested
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• Post Delivery Information
• Vendor entry into eHEAT
• Energy vendors can submit post-delivery
  information using eHEAT by following these steps
• Go to Client Services menu gt Delivery
  Confirmation Info tab.
• Select Requested in the Delivery Info Status
  field.
• Click the Go button.  All households events
  needing post-delivery information will appear.
• Click the radio button to the left of the
  specific household event.
• Click the Enter Delivery Info button. The
  Crisis Event Information screen will appear.
• Enter actual post-delivery information in each
  field and then click the Submit button.
• A green status message above the households
  program information should show Event saved
  successfully.

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Post Delivery Information

• Energy vendors submit post-delivery information
  in eHEAT
• Go to Client Services menu gt Delivery
  Confirmation Info tab.
• Select Requested in the Delivery Info Status
  field.
• Click the Go button. All households events
  needing post-delivery information will appear.
• Click the radio button to the left of the
  specific household event.
• Click the Enter Delivery Info button. The
  Crisis Event Information screen will appear.

Enter Delivery Info
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• Post Delivery Information
• Vendor entry into eHEAT (Continued)
• Enter actual post-delivery information in each
  field and then click the Submit button.
• A green status message above the households
  program information should show Event saved
  successfully.

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Service Provider Search
Go to Client Services menu gt Crisis
Benefits tab Search In Delivery Info Status
filed select Submitted
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Post Delivery Information

• Service Provider reviews and accepts
• Info has Submitted Status
• SP does review
• Click Accept button
• Status is Accepted

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• Post Delivery Information
• Service Provider Enter
• If vendor submits info off-line
• SP enters for vendor
• Clicks Save Delivery Info button
• Status becomes Accepted
• User ID shows who did it

Accepted
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• Acting On Post Delivery Info
• How many pay before?
• How many after?

• eHEAT accommodates both

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• Verifying Accepting Post delivery Info
• Chapter 7 Page 11
• Information is used to ensure the delivery was
  completed and met the 20 eligibility rule
• Post-delivery information confirms the delivery
  and charges were appropriate
• Adjusting Benefits
• Adjust benefit and pay if you wait to pay
• Get refunds if you prepay

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Review Accept If vendor cant fit entire amount
in tank

• Post delivery shows 450 delivery
• Not 500 (400PH 100 Crisis)
• Need to adjust Crisis by 50

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Adjusting Benefit

• To Adjust Benefit
• Make Standard Delivery Amount 450
• Click Determine Benefit
• A new benefit for 50 is obligated

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Rules and Recalculating

• Because time passes
• Primary Heat amount is stored and reused.
• 7 day verification rules do not stop
  recalculation if Post Delivery Info is Accepted

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Post Delivery Information eHEAT Demo
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• New Crisis Allowances

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• Get Refund
• If you have pre-paid and there are funds left
• Vendor refunds amount
• Amount are deducted from the Crisis event
• HHDs available Crisis is adjusted
• Funds are de-obligated
• This is going to be rare because the 500 should
  fit in tank

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Locked Tank

• Unlocking tanks is Crisis eligible as a Heat
  Related Disconnect reason
• Chapter 7 Crisis Page 3
• Under Crisis Benefit Determination and
  Distribution
• Added to Energy-related fees such as pressure
  tests, leak seek, line bleeding, tank setting,
  tank rental, unlocking tank, membership,
  after-hours delivery costs, reconnection and
  service deposit

Also added in Chapter 7 Crisis Page 9 Heat
Related Shut Off This Crisis reason requires that
the households heat related energy is shut off.
This includes heat-related electric shut offs and
locked tanks.
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Off-Peak If a household is enrolled in an
electric discount programs it is valid energy
emergency for either of these heating
sources. Sections added to Chapter 7 Page 3
called Off-Peak or Dual Fuel Discount Programs
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• Senior RPW
• No longer required
• The inability to pay is assumed based on income
• RPW is still available as a financial assessment
  tool on Tools On The Web under Assurance 16
  Forms