Section I - Background Page 1

Section II - Subcontracting Billing Procedures Page 1

Section III - Allocation of Funds Page 3

Section IV - Batching Applications Page 3

Section V - Audit Procedures Page 4

Section VI - Administrative Limitations Page 4

Section VII - Program Waivers and Form Modification Page 5

Section VIII - Board and Employee Responsibilities Page 5

Section IX - Agency Policy and Procedures Page 6

Section X - Monitoring Page 6

Section XI - Amending These Guidelines Page 6

A. Summary of Program Responsibilities & Requirements Page 7

B. Program Description Page 7

C. Case Record Requirements Page 11

D. Quality Control Page 12

E. Consumer Complaint File Hearing and Appeals Page 13

F. Fraud and Abuse Page 14

G. DCBS Fuel Vendor Price Information Page 14

H. Special Fuel Information Page 14

I. Voucher/Purchase Order Page 15

J. Eligibility Requirements Page 15

K. Weekly Summary Reports Page 20

L. Planning for Y2K (Applicable for the 99-00 Heating Season Only) Page 20

Section II - Subsidy Component

A. Definition of Subsidy Page 22

B. Outreach Page 22

C. Application Process and Home Visits Page 22

D. Re-Application Page 22

E. Application Period Page 22

F. Subsidy Eligibility Requirements Page 23

G. Benefits Page 23

H. Zero Income Households in Subsidized Housing Page 23

I. Vendor Selection Page 23

J. Approved Vendor List Page 24

K. Vendor Payments Page 24

A. Funding Page 25

B. Definition of Crisis Page 25

C. Application Process and Home Visits Page 25

D. Application Period Page 25

E. Crisis Eligibility Requirements Page 25

F. Crisis Situation Verification Page 25

G. Types of Allowable Assistance Page 26

H. Maximum Allowable/Frequency of Assistance Page 27

I. Benefits Determination Page 27

J. Assistance Time Frames Page 30

K. Providing Benefits Page 30

L. Purchasing Benefit Items in Bulk Page 30

M. Paying Vendors Page 31

N. Vendor Selection Page 31

O. Verification of Fuel Delivery Page 32

P. Expenditure of Crisis Funds Page 32

Section IV - Emergency/Summer Cooling

A. Definition of Summer Cooling Page 33

B. Outreach Page 33

C. Application Process and Home Visits Page 33

D. Re-Application Page 33

E. Application Period Page 33

F. Summer Cooling Eligibility Requirements Page 34

G. Cooling Benefits Page 34

H. Vendor Selection Page 34

I. Approved Vendor List Page 34

J. Vendor Payments Page 35

K. Policy on Air Conditioners Page 35

L. General Requirements, Documentation, and Forms Page 36

* Air Conditioner Request Form Page 37

* Consumer-Agency Air Conditioning Agreement Page 38

* Low-Income Home Energy Assistance Program Summer Cooling 1999 Page 39

* Invoice Schedule Page 40

Section V - Forms, Instructions & Charts

* LIHEAP Invoice Schedule Page 41

* LIHEAP Reconciliations Page 42

* LIHEAP Invoice Page 43

* LIHEAP Final Report Page 44

* LIHEAP Batch Ticket Page 45

* Contingency Fund Request Form Page 46

* LIHEAP Application Page 47

* Application Instructions Page 48

* Applicant Log Page 49

* Applicant Log Instructions Page 50

* How to Complete the Applicant Log Page 51

* DCBS Verification Request Page 52

* DCBS Verification Request Instructions Page 53

* Notice of Denial of LIHEAP Benefits Page 54

* Notice of Denial of LIHEAP Benefits Instructions Page 55

* Fraud and Abuse Report Page 56

* Fraud and Abuse Report Instructions Page 57

* Complaint Report Page 58

* Case Review Page 59

* Case Review Summary Page 60

* Case Review Instructions Page 61

* Case Review Summary Instructions Page 62

* Certification of Financial Need (Sample) Page 63

* Certification of Financial Need (CFN) Instructions Page 64

* Space Heater Loan Agreement Page 65

* Space Heater Loan Agreement Instructions Page 66

* Facts You Should Know About Using a Kerosene Space Heater Page 67

* Board Statement of Vendor Selection Approval Page 68

* Vendor Disclosure Statement Page 69

* Approved Vendor List Page 70

* Vendor Agreement Page 71

* LIHEAP 99/00 Percent of Poverty Chart Page 72

* LIHEAP Agency Codes Page 73

* LIHEAP County Codes Page 74

* LIHEAP Component Program Closing Report Page 75

* Frequently Used Toll-Free Numbers Page 76

* Batching Schedule Page 77

* State-Wide Vendor Tracking Numbers Page 78

* LIHEAP Compliance Review 1999 - 2000 Page 79