Cleveland, October 5, 2024: Step Forward is pleased to announce several significant updates to its Energy Assistance Services, including the transition to a new contactless service model and improved crisis appointment scheduling just in time for the winter heating season. These enhancements aim to streamline access to utility assistance for residents of Cuyahoga County, enhancing efficiency and aligning with the State of Ohio’s application process for the Home Energy Assistance Program (HEAP) and the Percentage of Income Payment Plan (PIPP).
HEAP provides one-time credits to help low-income households reduce energy costs, while PIPP is a budget-friendly payment plan that bases utility payments on household income. Both programs are designed to ensure that families can maintain essential utility services throughout the year.
“In response to significant statewide funding reductions, we adopted contactless services to better serve the community,” Jackie Boehnlein, Step Forward’s Vice President of Community Services, said. “This shift mirrors trends in industries like online shopping and job applications and brings the same convenience to HEAP and PIPP services in Cuyahoga County.”
The State of Ohio uses a unified application for HEAP and PIPP enrollment, as well as income reverification. These applications can be submitted online or by mail, with a processing time of up to 12 weeks. Step Forward aims to expedite the process, reducing the timeline to no more than eight weeks.
Step Forward’s new contactless approach is not applicable for households facing immediate utility disconnection. Clients in need of urgent assistance during Winter and Summer Crisis Programs will continue to be served via phone appointments.
The updates to crisis appointment scheduling are particularly impactful. Historically, balancing the needs of households without service and those at risk of disconnection has been a challenge. Step Forward’s previous 28-day scheduling system was often filled within hours, leaving households already disconnected from service without adequate access to timely appointments. To address this, Step Forward has also implemented a new scheduling system for the Winter Crisis Program and Summer Cooling Program. Appointments are now divided into two categories: “reconnection” appointments for households without active service and “disconnection notice” appointments for those with an impending shutoff notice. All crisis appointments will be conducted by phone.
Key features of the new contactless service model include:
- Streamlined Application Process: HEAP and PIPP applications will be accepted exclusively through the Ohio Department of Development’s Energy Services portal at energyhelp.ohio.gov, or by mail at P.O. Box 1240, Columbus, Ohio 43216. This streamlined process ensures fair and efficient application handling on a first-come, first-served basis.
- Automated Phone Service: A new automated response system will manage all phone inquiries. Available 24/7, this system can be reached at (216) 480-4327 or (216) 480-HEAP. Due to high call volume, the service will not accept messages or return calls.
- Crisis Appointment Scheduling: All crisis appointments for reconnections and disconnection notices will be scheduled through a single system, accessible online or by phone, to ensure fair, first-come, first-served access. No internet access is required to schedule.
- Priority for Households Without Service: Households without active utility service will receive priority for reconnection appointments. Appointments will be initially marked as “pending” until confirmed by the utility provider, typically within one business day. This process ensures appointments are allocated fairly and efficiently.
These updates are designed to streamline access to utility assistance and improve service for all residents of Cuyahoga County.
Step Forward will soon begin scheduling appointments for the Winter Crisis Program, which runs from November 1 through the end of March 2025. This program provides critical assistance to income-eligible Greater Cleveland residents who are facing utility disconnection, have already been disconnected, or have less than a 25 percent supply of bulk fuel. Designed as a one-time emergency benefit, the program helps households maintain their utility services during the colder months.
For more information about Step Forward and its HEAP offerings, visit www.stepforwardtoday.org.
Step Forward helps people find hope, believe in their future and take steps to make it a reality. As the State’s designated anti-poverty agency for Cuyahoga County, Step Forward is tasked and trusted to lead the fight on the ground against poverty in our community. The nonprofit organization helps low-income individuals and families address immediate needs and build long-term skills to transform their lives through early childhood education programs, adult skills training and other support. Programs include Early Head Start (birth to three), Head Start (three-five years of age); personal development programs to enhance life skills, manage anger or get on track with personal goals; career planning and job training to enable people to learn or enhance skills, earn certifications or improve readiness to pursue and win better job opportunities. Step Forward also delivers the Home Energy Assistance Program (HEAP). For more information, visit stepforwardtoday.org.