Mail Outs
Who will receive a energy mail out application?
Client who is on fix income (SSI & SSA), only have 2 adults in the household. Any other type of income will be excluded, and client will need to reapply starting early November.
When will Energy Appointments be available?
We do not have a set date yet. We have generally opened our regular appointment scheduler between the last week of October or the first week of November. This will depend on where we are with processing Mail outs, and 2-year cert applications.
Where can the client request bus tickets?
Front Desk and in-person
A client requests financial assistance by:
Calling the center, submitting a form online(email) or coming into the center.
First week of each month
If you get a call from a client requesting a mail out paket, can we provide one to them?
No, If a client was not selected for Mail out they should not be receiving a packet, they will need to wait to schedule an appointment.
What is an Emergency Energy appointment?
How many bus tickets can a client receive every 3 months?
8 Bus Tickets per client.
What is the first thing we verify if the client is eligible for financial assistance?
Zip Code(Service area)
What are the client food enrollment options?
1.Phone appointment
2. Online application
3. In-person on Wednesdays or Thursdays when SRS's are in the center.
What should you do if you receive a mail out packet in your center?
Interoffice to Energy at Redmond
When will we have Energy appointments?
We do not have a set date yet. Depends on where Energy is with processing Mail outs and 2yrs cert applications. Could be last week of Oct or first week of Nov.
What do we use to record bus ticket handouts?
Client-Level Usage Log
CaseWorthy
If a client has received $3,000 or 2 rounds financial assistance in the last 12 months, can they be added to the Request Log?
NO, eligible clients cannot receive more than 3K in the last 12 months or have already received 2 rounds of assistance in last 12 months
When doing a food re-enrollment, what are four things you need to confirm with the client?
1. Household members must be verified
2. Client contact information confirmed,
3. New financial self-declare information
4. TEFAP form needs to be uploaded. A client ROI needs to be completed if there is not one already in the database.
What if a client is on the mail out list but had an address change. What do you do?
Collect client name, new address, phone number and reach out to the Energy Supervisor at your center.
What methods can a client apply for energy assistance this new season?
Hopelink website
Schedule phone appt by calling the Hopelink Energy line.
Beginning Oct 1st, clients can call PSE directly or go to the website PSE.com to apply for PSE HELP. If they want to apply for LIHEAP funding, they will need to apply through Hopelink.
What details should we include in Case Notes when issuing a bus ticket?
1. Issued Amount
2. # of Tickets w/ Serial number
Example:
Issued $22.50 in bus tickets.
6 tickets @ $2.75 = $16.50 Serial #HS01234
4 tickets @ $1.50 = $6.00 2 @ Serial #HS01233 and 2 @ Serial #HS01232
Save the Case Notes
Where do you verify first, if the client has already received financial assistance in the last 12 months?
The request log to see if “FRP Received" has been marked for client and if there is a note with an approved date and amount received.
If the log does not indicate that a client has received financial assistance, conduct a search in CaseWorthy; by last name and first name.
How often do you need to renew your food enrollment?
Every 12 months
What Hopelink Center will be opening and scanning mail out applications?
REDMOND
Who do you send client information to when a client has a disconnection notice?
Energy ER Appt Group on Teams.
Client name
Phone number
Type of disconnection utility service
Zip code
Does the client need to be in our database to receive bus tickets? Do they need to be enrolled in any of our services?
They do need to be in our database and they do not need to be enrolled in any of our services.
What are 3 Log Search Steps?
1. Check in the database to see if the client is or was a Hopelink client.
2. Open the Request Log
3. Search for client on the Request Log
How many rounds of financial assistance can a client receive?
Eligible clients cannot receive more than 3K in the last 12 months or have already received 2 rounds of assistance in last 12 months