(Revised 10/00 ML #2629)
The county social service board offices will provide outreach activities and services to assist households to understand, verify, or otherwise complete the application, when necessary, especially when a member of the household is elderly or disabled. Direct outreach activities and services for heating assistance and emergency assistance may include, but are not limited to:
- Assistance with Application Process
Most potential applicants are able to complete the application and obtain needed verification and understand the payment procedures without assistance. Many of these applications and certifications can be handled successfully by mail or telephone contact. The applicant has 30 days from the date an application is received in the county office to provide all necessary information and verifications. If, however, a potential applicant does not respond to written or telephone requests for additional information, it is the responsibility of the county social service board to offer to provide the applicant with assistance in obtaining the necessary information before a decision is made to deny the application because of lack of verification. No application shall be denied based on lack of verification unless the case file documents that the applicant refused to provide the information or that every effort was made to assist the applicant in obtaining necessary verification.
In some cases, a face-to-face interview with the applicant may be necessary. If the applicant cannot come to the social service office by reason of age, illness, disability, lack of child care or transportation, isolation, work schedule, or other appropriate reason, it is the responsibility of the county social service board to arrange another means of making contact. This may include:
- Home visits, when necessary;
- Arranging for transportation or assistance from another staff person, friend, or relative;
- Providing application forms, assistance, advice, information and services at alternate sites, especially in outlying communities, senior citizen centers, etc.;
- Mailing of applications and instructions when appropriate and providing follow-up to assure applicant receives and understands needed services;
- Providing advice and other information through personal and telephone contact;
- Scheduling appointments for the convenience of the applicants;
- Providing extended office hours when necessary;
- Arranging for communication assistance, if necessary, for applicants who are non-English speaking or who have a communication disability; and
- Providing procedures for after hour emergencies to provide at least minimal assistance.
- Referrals to Weatherization Services . . . and providing or securing home energy conservation advice or information for individual households or groups of households.
- Enable Communications Between Suppliers and Eligible Households. . . and act as a facilitator to develop realistic payment agreements when necessary.
- Assistance with Improved Economic and Energy Self-Sufficiency by:
- Provision of or referral to credit, financial, or other appropriate counseling;
- Provision of Case Management Services and advocacy; and
- Assisting applicants to develop self-sufficiency action plans and services.
