5. 4. Run all household members SS# in BVS DSHS Website and if all match, print forms for adults only with attached note saying “all match”.

9. 7. Briefly go over the application with the customer, then have customer sign HIF and income forms. 8. Scan all forms and documents into Drivve based on File Flow.

10. 9. Update customer’s information in IVR website and enter the pledge. in IVR website and enter the pledge.

11. 10. Discuss with customer following: a) When to expect a payment, how it works, what to do next

12. b) Go over Energy Saving tips Saving tips

13. c) If giveaways are available, offer them to the customer offer them to the customer d) Provide Referral List for other services

14. Guidelines on when to request ESD (Employment Security Department) Information Ex: for Employment March, April, May a. If anyone age 18 and over has no income any of the 3 months: They must sign No Income statement. They must sign a Self-Request Release from Employment Security. b. If anyone age 18 and over has earned income in March & April and not May We must ask for Stop Work form from employer (or call employer & document). They must sign a Self-Request Release from Employment Security. c. If anyone age 18 and over has earned income in May and not March & April They must sign a Self-Request Release from Employment Security. d. If anyone age 18 and over has earned income in April and not March or May We must ask for Stop Work form from employer (or call employer & document). They must sign a Self-Request Release from Employment Security.

29. Example # 4a RED FLAG: People in household not matching BVS

32. Example # 4b RED FLAG: Number of people in household does not match LEASE

34. Example # 5 RED FLAG: Customer’s name not on energy bill

37. Example # 6 RED FLAG: No Income few years in the row

42. THE END….