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

2. FFY2015 EAP Annual Training August 13 & 14, 2014 22 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

3. FFY2015 EAP Annual Training August 13 & 14, 2014 33 Crisis Training Topics  Crisis Response Timelines & Prioritizing  Early Emergency Requests Response  Standard Delivery Amount  Post-Delivery Verification  New Crisis Allowances

4. FFY2015 EAP Annual Training August 13 & 14, 2014 44 Crisis Response Timeline

5. FFY2015 EAP Annual Training August 13 & 14, 2014 55 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

6. FFY2015 EAP Annual Training August 13 & 14, 2014 66 Crisis Timeline Improvements The solution intention:  Define reasonable response by  Considering context of:  Types of emergencies  Pre-Money & Post-Money

7. FFY2015 EAP Annual Training August 13 & 14, 2014 77 Crisis Response Improvements Areas considered in the solution  Crisis response timelines  Prioritization  Requirements for pre- & post-money arrival

8. FFY2015 EAP Annual Training August 13 & 14, 2014 88 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

9. FFY2015 EAP Annual Training August 13 & 14, 2014 99 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

10. FFY2015 EAP Annual Training August 13 & 14, 2014 10 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

11. FFY2015 EAP Annual Training August 13 & 14, 2014 11 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.

12. FFY2015 EAP Annual Training August 13 & 14, 2014 12 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

13. FFY2015 EAP Annual Training August 13 & 14, 2014 13 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

14. FFY2015 EAP Annual Training August 13 & 14, 2014 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

15. FFY2015 EAP Annual Training August 13 & 14, 2014 15 Early Emergency Requests

16. FFY2015 EAP Annual Training August 13 & 14, 2014 16 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

17. FFY2015 EAP Annual Training August 13 & 14, 2014 17 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

18. FFY2015 EAP Annual Training August 13 & 14, 2014 18 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)

19. FFY2015 EAP Annual Training August 13 & 14, 2014 19 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

20. FFY2015 EAP Annual Training August 13 & 14, 2014 20 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

21. FFY2015 EAP Annual Training August 13 & 14, 2014 21 Pre-Money Pre Benefit Matrix Making referral and return to log order  App arrives  Check “Referral” – Make note in eHEAT or HHD File

22. FFY2015 EAP Annual Training August 13 & 14, 2014 22  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

23. FFY2015 EAP Annual Training August 13 & 14, 2014 23 Standard Delivery Amount

24. FFY2015 EAP Annual Training August 13 & 14, 2014 24 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

25. FFY2015 EAP Annual Training August 13 & 14, 2014 25 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

26. FFY2015 EAP Annual Training August 13 & 14, 2014 26 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

27. FFY2015 EAP Annual Training August 13 & 14, 2014 27  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

28. FFY2015 EAP Annual Training August 13 & 14, 2014 28 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

29. FFY2015 EAP Annual Training August 13 & 14, 2014 29 Standard Delivery in eHEAT Enter a emergency on the Crisis Screen

30. FFY2015 EAP Annual Training August 13 & 14, 2014 30  ($500 SDA + $400 Arrears) - $800 PH = $100  $100 Crisis benefit is created Standard Delivery in eHEAT How it calculates

31. FFY2015 EAP Annual Training August 13 & 14, 2014 31 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

32. FFY2015 EAP Annual Training August 13 & 14, 2014 32 Standard Delivery eHEATeHEAT Demo

33. FFY2015 EAP Annual Training August 13 & 14, 2014 33 Post Delivery Information

34. FFY2015 EAP Annual Training August 13 & 14, 2014 34 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

35. FFY2015 EAP Annual Training August 13 & 14, 2014 35 Post Delivery Information When benefit is determined the Post Delivery Info is requested

36. FFY2015 EAP Annual Training August 13 & 14, 2014 36 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 ’.

37. FFY2015 EAP Annual Training August 13 & 14, 2014 37 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

38. FFY2015 EAP Annual Training August 13 & 14, 2014 38 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 ’.

39. FFY2015 EAP Annual Training August 13 & 14, 2014 39 Service Provider Search Go to: ‘ Client Services’ menu > ’Crisis’ Benefits’ tab Search: In ‘Delivery Info Status’ filed select ‘Submitted’

40. FFY2015 EAP Annual Training August 13 & 14, 2014 40 Post Delivery Information Service Provider reviews and accepts  Info has ‘Submitted’ Status  SP does review  Click ‘Accept’ button  Status is ‘Accepted’ Accept Delivery Info

41. FFY2015 EAP Annual Training August 13 & 14, 2014 41 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

42. FFY2015 EAP Annual Training August 13 & 14, 2014 42 Acting On Post Delivery Info  How many pay before?  How many after?  eHEAT accommodates both

43. FFY2015 EAP Annual Training August 13 & 14, 2014 43 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

44. FFY2015 EAP Annual Training August 13 & 14, 2014 44 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

45. FFY2015 EAP Annual Training August 13 & 14, 2014 45 Adjusting Benefit To Adjust Benefit  Make Standard Delivery Amount $450  Click ‘Determine Benefit’  A new benefit for $50 is obligated Determine Benefit 50

46. FFY2015 EAP Annual Training August 13 & 14, 2014 46 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’

47. FFY2015 EAP Annual Training August 13 & 14, 2014 47 Post Delivery Information eHEATeHEAT Demo

48. FFY2015 EAP Annual Training August 13 & 14, 2014 48 New Crisis Allowances

49. FFY2015 EAP Annual Training August 13 & 14, 2014 49 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

50. FFY2015 EAP Annual Training August 13 & 14, 2014 50 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

51. FFY2015 EAP Annual Training August 13 & 14, 2014 51 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

52. FFY2015 EAP Annual Training August 13 & 14, 2014 52 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’