1 FFY2015 EAP Annual Training August 12 & 13, 2014 St. Cloud Crisis

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Crisis Training Topics  Crisis Response Timelines & Prioritizing  Early Emergency Requests Response  Standard Delivery Amount  Post-Delivery Verification  New Crisis Allowances

FFY2015 EAP Annual Training August 13 & 14, Crisis Response Timeline

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Crisis Timeline Improvements The solution intention:  Define reasonable response by  Considering context of:  Types of emergencies  Pre-Money & Post-Money

FFY2015 EAP Annual Training August 13 & 14, Crisis Response Improvements Areas considered in the solution  Crisis response timelines  Prioritization  Requirements for pre- & post-money arrival

FFY2015 EAP Annual Training August 13 & 14, Changed allows for more flexibility in prioritizing Crisis Chapter 7 - Page 6 Crisis Timeline & Prioritization Crisis went from 3 to 4 categories: 1.Life-threatening situation 2.Not immediately life threatening 3.Crisis Prevention 4.Households with a shutoff notice & not at risk of being shut off or a HHD member age 60 or older Crisis Response Timeline

FFY2015 EAP Annual Training August 13 & 14, Crisis Chapter 7 - Page 6 1.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 Crisis Timeline

FFY2015 EAP Annual Training August 13 & 14, Crisis Timeline Crisis Chapter 7 - Page 6 2.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

FFY2015 EAP Annual Training August 13 & 14, Crisis Timeline Crisis Chapter 7 - Page 6 3.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.

FFY2015 EAP Annual Training August 13 & 14, Crisis Timeline Crisis Chapter 7 - Page 6 4.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

FFY2015 EAP Annual Training August 13 & 14, 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. Prioritizing

FFY2015 EAP Annual Training August 13 & 14, Prioritization – Chap 7, Page 6 1.Life-threatening situation – 18 hours 2.Not immediately life threatening – 48 hours 3.Crisis Prevention – Appropriate for situation 4.Shutoff notice not at risk of shut off and age 60 or older – Log date order

FFY2015 EAP Annual Training August 13 & 14, Early Emergency Requests

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Pre-Moneyand Post-Money Pre-Money and Post-Money Crisis Chapter 7 Page 6 Defined the response for 3 conditions are: 1.Pre-Money; Cannot determine eligibility  Pre-benefit matrix (Typically Oct. 1) 2.Pre-Money; Can determine eligibility  Post-benefit matrix (Typically Oct. 1) 3.Post-Money; Can determine benefits & pay

FFY2015 EAP Annual Training August 13 & 14, Pre-Money 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 Cannot determine eligibility (Pre-benefit matrix)

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Pre-Money Pre Benefit Matrix Making referral and return to log order  App arrives  Check “Referral” – Make note in eHEAT or HHD File

FFY2015 EAP Annual Training August 13 & 14,  Enter emergency information Pre-Money Pre-Benefit Matrix Entering and Processing When Money Arrives  App arrives  Enter -0- in ‘Amount Owed’  Process when money arrives

FFY2015 EAP Annual Training August 13 & 14, Standard Delivery Amount

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, 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 household’s account. The benefit can pay for fuel, the current balance and fees.  For self-supplied biofuel: $250

FFY2015 EAP Annual Training August 13 & 14,  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 Calculating Benefit Using Standard Delivery Amount with Apps function Determine Eligibility

FFY2015 EAP Annual Training August 13 & 14, Using Standard Delivery Apps function  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 $400 Scenario 2: With an amount owed Determine Eligibility

FFY2015 EAP Annual Training August 13 & 14, Standard Delivery in eHEAT Enter a emergency on the Crisis Screen

FFY2015 EAP Annual Training August 13 & 14,  ($500 SDA + $400 Arrears) - $800 PH = $100  $100 Crisis benefit is created Standard Delivery in eHEAT How it calculates

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Standard Delivery eHEATeHEAT Demo

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information When benefit is determined the Post Delivery Info is requested

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information Vendor entry into eHEAT Energy vendors can submit post-delivery information using eHEAT by following these steps: 1.Go to ‘ Client Services ’ menu > ‘ Delivery Confirmation Info ’ tab. 2.Select ‘ Requested ’ in the ‘ Delivery Info Status ’ field. 3.Click the ‘ Go ’ button. All households’ events needing post-delivery information will appear. 4.Click the radio button to the left of the specific household event. 5.Click the ‘ Enter Delivery Info ’ button. The ‘ Crisis Event Information’ screen will appear. 6.Enter actual post-delivery information in each field and then click the ‘ Submit ’ button. 7.A green status message above the household’s program information should show ‘ Event saved successfully ’.

FFY2015 EAP Annual Training August 13 & 14, Energy vendors submit post-delivery information in eHEAT: 1.Go to ‘ Client Services ’ menu > ‘ Delivery Confirmation Info ’ tab. 2.Select ‘ Requested ’ in the ‘ Delivery Info Status ’ field. 3.Click the ‘ Go ’ button. All households’ events needing post-delivery information will appear. 4.Click the radio button to the left of the specific household event. 5.Click the ‘ Enter Delivery Info ’ button. The ‘ Crisis Event Information’ screen will appear. Post Delivery Information Enter Delivery Info

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information Vendor entry into eHEAT (Continued) 7.Enter actual post-delivery information in each field and then click the ‘ Submit ’ button. 8.A green status message above the household’s program information should show ‘ Event saved successfully ’.

FFY2015 EAP Annual Training August 13 & 14, Service Provider Search Go to: ‘ Client Services’ menu > ’Crisis’ Benefits’ tab Search: In ‘Delivery Info Status’ filed select ‘Submitted’

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information Service Provider reviews and accepts  Info has ‘Submitted’ Status  SP does review  Click ‘Accept’ button  Status is ‘Accepted’ Accept Delivery Info

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Acting On Post Delivery Info  How many pay before?  How many after?  eHEAT accommodates both

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Review & Accept Review & Accept If vendor can’t fit entire amount in tank  Post delivery shows $450 delivery  Not $500 ($400PH +$100 Crisis)  Need to adjust Crisis by $50

FFY2015 EAP Annual Training August 13 & 14, Adjusting Benefit To Adjust Benefit  Make Standard Delivery Amount $450  Click ‘Determine Benefit’  A new benefit for $50 is obligated Determine Benefit 50

FFY2015 EAP Annual Training August 13 & 14, 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’

FFY2015 EAP Annual Training August 13 & 14, Post Delivery Information eHEATeHEAT Demo

FFY2015 EAP Annual Training August 13 & 14, New Crisis Allowances

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, Locked Tank Also added in Chapter 7 Crisis Page 9 Heat Related Shut Off This Crisis reason requires that the household’s heat related energy is shut off. This includes heat-related electric shut offs and locked tanks.  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

FFY2015 EAP Annual Training August 13 & 14, 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

FFY2015 EAP Annual Training August 13 & 14, 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’