FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
FFY2014 FFY2014 EAP EAP Annual Annual TrainingTrainingPart 4: Primary Heat; Payments & Refunds; Documentation; Forms
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary Heat
2
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Chapter 6 – Primary HeatChapter 6 – Primary HeatTraining Topics:Primary Heat benefit amountsNew: Benefit Determination ErrorsNew: Inactive Energy Vendor and ConsumptionConsumption Data SpecificationsNew: Rooms Ineligible for Secondary Heat Primary Heating Fuel Cost Unavailable:
3
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary Heat
Maximum Primary Heat benefit increased to $1,400 from $1,200 (p. 2)
Minimum Primary Heat benefit remains $100 (p. 2)
Average Primary Heat benefit remains $500 (not stated in EAP Policy Manual)
4
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatNew section: Benefit Determination Errors (p. 2)
In the event of a benefit determination error, a benefit fix is required if the correct benefit amount changes from the incorrectly determined benefit by $10 or more
5
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatNew section: Benefit Determination Errors (cont.)
Applies to Primary Heat benefit underpayments or overpayments of $10 or more
Document the correction on the application and recalculate the benefit (benefit fix)
If the household is still overpaid after adjusting payments and/or refunding credit, follow instructions in the Overpayments Resulting from Error section of Chapter 12 - Incidents and Appeals
6
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatNew: Inactive Energy Vendor and Consumption (p. 2 & 3) (When to mark actual consumption data ‘Invalid’) clarification
There is a common misunderstanding that marking an energy vendor ‘Inactive’ will stop eHEAT from using the consumption data entered for a household
There are three ‘Consumption Usage’ statuses for entered energy consumption and the statuses are independent from the status of the energy vendor. The three Consumption Usage statuses are:HeatingNon HeatingInvalid
7
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatInactive Energy Vendor and Consumption (cont.) There are times when a Service Provider will or will not use the reported consumption for either an inactive or active energy vendor.Regardless of energy vendor status entered consumption data for the energy vendor is still used by eHEAT to determine the household’s Primary Heat benefit if fuel usage is ‘Heating’ or ‘Non Heating’To exclude reported consumption data from the Primary Heat benefit determination, the fuel usage must be ‘Invalid’
8
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatInactive Energy Vendor and Consumption (cont.) What if the old vendor has actual heating consumption because the household switched vendors?Example: HH heats with LP and switched from Dealer 1 to Dealer
2 without changing fuel types Dealer 1 is marked ‘Inactive’ to prevent Dealer 1 from getting a
Primary Heat benefit Dealer 1 fuel usage is ‘Heating’ to include actual LP fuel cost for
the fuel type that is still used at the same dwelling
9
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatInactive Energy Vendor and Consumption (cont.)
What if the household moves to a new location?
Example: The household moves, fuel usage from the previous address is ‘invalid.’ The consumption data from the previous dwelling is not used for the new residence.
Obtain consumption for the current residence if available
Use the Back-Up Matrix if consumption is not available.
10
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatInactive Energy Vendor and Consumption (cont.)
What if the household switches fuel types at their dwelling?Example: Household heated with oil last year and had a
natural gas furnace installed over the summer. Oil consumption data would not be used to determine the Primary Heat benefit for the natural gas The oil dealer is marked ‘inactive’ for the household The oil consumption data is marked ‘invalid’. The Back-Up Matrix is used to determine the Primary
Heat benefit
11
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatConsumption Data Specifications: Actual Consumption costs used for households with voluntary energy service disconnection from connected utilities (p. 5)
Household voluntarily has energy disconnected during the (spring/summer) to save money by not having basic service chargesNew Policy: The energy vendor or the Service Provider enters a
12 consecutive months consumption range. The actual energy costs are entered for the 12 months (even though it includes months of voluntary shut off with no energy usage)This IS the household’s accurate annual energy cost for the
previous yearDo not use the Back-Up Matrix
12
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatRooms Ineligible for Secondary Heat ( p. 8)
Do not include the following rooms when determining whether a household used secondary heat:
Bathrooms Entryways Hallways Laundry rooms Porches Closets
13
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Primary HeatPrimary HeatPrimary Heating Fuel Cost Unavailable: There is no need to enter secondary biofuel consumption When the Primary Heating fuel cost is unavailable, eHEAT will use the Back-Up Matrix to determine the Primary Heat benefit
Any secondary heating fuel costs must be made ‘Invalid’ to prevent the Primary Heat benefit from being determined from partial consumption
The Back-Up Matrix benefit determination is based on 100 percent usage of the primary heating fuel
14
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Chapter 10: Benefit Payments and RefundsChapter 10: Benefit Payments and Refunds
15
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Vendor Initiates Refund
SP Processes Refund
Refund Record
Payment Record
(status Refund)
Refund netted from payment EFT/Warrant # added to payment record
Batch
Refund can be seen in Payment Screen
Refunds Life CycleRefunds Life Cycle
PaymentScreen
Refund Process Screen
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
How to do RefundsHow to do Refunds1. Look up payment(s) [Refunds are not initiated in Process
screen]2. Choose payment click refund button3. Click add button
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
How to do Refunds (cont.)How to do Refunds (cont.)1. Fill in amount and reason click submit, confirm2. The amount of the refund is restricted by the total benefits
paid to the vendor NOT by the payment chosen 3. After refund is created it can be seen in the Refund Process
screenOnly one In-Process refund is allowed per HH
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
SP Refunds in eHEATHow to do Refunds (cont.)How to do Refunds (cont.)
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
SP Refunds in eHEAT1.Search for unprocessed refunds2.Choose record to refund3.Choose Payment or De-obligate4.Payment will create Certifiable payment without a
vendor5.De-obligate returns the funds attached to the HH to
fund allocation NEW: If one scheduled payment is refunded, eHEAT will
warn of other scheduled payments Redirect or Void these payments as required
How to do Refunds (cont.)How to do Refunds (cont.)
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Crisis and Refunds Crisis funds are first to be refunded ALL Crisis portion of a refund is De-obligated
regardless of button chosen If Primary heat needs to be refunded(in the case of
a benefit recalculation) and there is also a Crisis benefit then all the Crisis funds need to be refunded plus the refunded portion the PH benefit
If the HH is due Crisis benefits a new Crisis needs to be created
How to do Refunds (cont.)How to do Refunds (cont.)
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
22
Primary Heat PaymentsPrimary Heat PaymentsCancel Done in Payment Certification/Process screen Does not de-obligate funds Creates another payment without vendor Used to redirect payment to another vendor
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
23
Void Payment Done in Payment screen De-obligates funds
PaymentsPayments
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
24
Reason to Void a payment Need to de-obligate funds to make room for a recalculation of
benefit HH moved out of state HH is deceased HH suspected of fraud
Not a reason to Void a payment Need to redirect payment Need to manage Crisis Payment Not sure what to do
PaymentsPayments
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
26
IntentionContinue to improve documentation practicesBy Reconnecting to last years training Reflecting on improvements and areas for continued
improvement
Documentation Documentation
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
27
Why this training? Last year theme – Document, document, document DOC is asked all the time about documentation.
SPs commonly ask: What do I document? What is required?
Understanding the principles and guidance of documentation is key to making documentation decisions
ReconnectReconnect
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
28
The importance of documentation Documentation is a general business practice applied to key areas of processes and
is a key control, enables processes and ensures integrity
A means of communication & transparency When applications or household information needs to be shared Or used at a later date
A means of quality control Accurate documentation enables checks on processes The documentation must be understandable and complete
Essential as a means of program integrity & accountability Makes processes auditable Used when incidents happen to validate a verify actions
ReconnectReconnect
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
29
What is it? WWWWH
Notes:10/17/13 – Called Bob Smith to get landlord name John Doe.- JM
Who – Bob Smith (Primary Applicant), JM What – Got landlord name When – 10/17/13 (Other dates) Where - NA How – Phone call
ReconnectReconnect
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
30
What is it?Any physical docs when possible 10/17/12 email pasted into notes field Copy in file and note referring to it Electronic or scanned versions saved
10/17/12 From: Fred Smith (GasCo) Sent: Wednesday, Oct. 17, 2012 1:14 PM To: SP App processor Subject: HH # 11111111
Confirmed $326 arrearage amount – Disconnection date was 10/2/13
10/17/12 Printed portal in HH file - Confirmed emergency - JM
Notes:
ReconnectReconnect
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Document key interactions: Changes from normal policy or procedure Decision points when the processor makes a decision
Reconnect Reconnect to FFY13 Trainingto FFY13 Training
Consumption changes
Added Info from phone request
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
32
Best Practices Develop common documentation methodology for your agency Train staff on:
WWWWH Being specific Critical thinking
Do quality control checks and adjustments Integrate it into your processes, don’t look at it as extra work Accept it as a necessary part of the business. (It protects the
HH, you, your SP, program)
Reconnect Reconnect to FFY13 Trainingto FFY13 Training
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Reflection and Lessons LearnedReflection and Lessons LearnedDid wellsSaw overall improvementIn ‘General notes’ section people where using dates and initialsNew eHEAT notes fields in Crisis and ERR events screens helped improved notes.Saw more notes for Secondary heat usage across many SP.Better understanding of the need to take good notesBetter acceptance of the need for improved documentationBetter review of notes as quality control device (managers reviewed notes to see if people complied with standards)Better completion of forms overall
33
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
Reflection and Lessons LearnedReflection and Lessons LearnedImprovement OpportunitiesNotes on unusual circumstances (e.g. consumption changes)Notes were weakest when the policy wasn’t well understood
People did not know what to document
Although there was more secondary heat notes, they reflected this misunderstandingBetter notes when eHEAT info differs from application submittedUsing eHEAT whenever possible for notes is best practiceDo not repeat information from screensDocument information necessary to justify the action takenUse recommendations or finding on documentation, to improve
34
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP Forms
35
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsAt JAD discussed which EAP forms are required
ContextEAP uses many forms, for a variety of reasonsEAP never formally stated which are/not requiredSome SPs have asked which are requiredSome SPs have asked to modify Difficult for auditors to interpret forms if vastly different
36
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsPrinciplesConsistency of toolsFairness of program deliveryProgram audit-abilityFlexibility to accommodate local practices
37
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsRequired formsJAD confirmed most EAP forms are required (if a necessary part of HHD file)SP must use unaltered current program year required formsSmall changes are allowed as long as the form is essentially the same
E.g., may add SP name & phone or add section for SP recordkeeping
38
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsOptional forms:Self-Employment Income(5B) - the origin of the info is 1040, so auditor can verify that infoDebtors Exemption Claim Notice Example (13B) - is an exampleEV Monitoring Report (3C) & Report Cover Letter (3B)
SP can use the form or provide the info in another format as long as all required info is available for auditing
Can change form for understandability as long as it has all required info
Doesn’t make sense to use the form with some vendors, e.g. Xcel provides the data in large spreadsheets – should be saved for auditing
39
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsOptional forms (cont.):Social Security Benefit Worksheet (5G) - this is a good tool but unnecessary to save in HHD file if the calculations are noted in the fileLetter for Information About HHD Move (10C) Template for Garnishment Response Letter (13E) Leveraging Tracking Form (14D)
40
FFY2014 EAP Annual TrainingAugust 20 & 21, 2013FFY2014 EAP Annual TrainingAugust 20 & 21, 2013
EAP FormsEAP FormsNew Tool on the WebRequired and Optional EAP Forms
This document formally details which EAP forms are required and which are optional for use by Service Providers
Copies were printed for training
41