3000-1       RESPONSIBILITIES IN ADMINISTRATION

3000-1 A.      WORKER RESPONSIBILITIES

The policies in this manual are intended to be a guide for heating assistance award processing and are broadly written within the limits imposed by federal and state laws and regulations. The policies contained in this manual are intended to be sufficiently flexible to allow the worker to exercise reasonable judgement in executing responsibilities.

It is impossible to write procedures that will cover every possible circumstance that a specific case may present. In this regard, the concept of the prudent person can be helpful. The term refers to the reasonableness of the judgements made by an individual in a given situation. In making a certification decision, the worker will decide if the action is reasonable based on experience and knowledge of the program. For example, if the client's shelter expenses stated on the application are out of line with rents charged in the community, the worker must ask for an explanation. Similarly, it is the worker's responsibility to exercise reasonable judgement in determining if a given number of individuals who apply for heating assistance as a single household fit the Heating Assistance Program's concept of a household.

If the caseworker finds a problem with a specific case that may require a change in policy or the creation of a new policy, it should be referred to the Eligibility Office Manager (EOM.) If the issue cannot be resolved by the EOMEligibility Office Manager, it should be referred to hss.dpa.policy@alaska.gov. However, if the problem applies only to a specific case or is generally covered by existing policy guidelines, the caseworker should make a judgement that can be defended as reasonable and prudent.

3000-1 B.      RECORDS AND REPORTS

Certification records will be available for review or audit by ACFAdministration for Children and Families or the Department for a period of ten years from the date each uploaded record is closed in ILINX. Information recorded in ECOS remains available for review indefinitely. Certification records shall include applications for certification and recertification, including required forms; worksheets used in the computation of income for eligibility and the basis of issuance; documentation including verification methods used by the caseworker; copies of notices of adverse action and other notices sent to the household and responses thereto; actions related to the fair hearing process; fiscal adjustments, including claims, refunds, and restoration for lost benefits; and any other data which affects a household's eligibility or basis of issuance. Copy means either hard copy or a copy stored electronically.

3000-1 C.      NONDISCRIMINATION

It is the policy of ACFAdministration for Children and Families and the State of Alaska, Department of Health, that program benefits shall be extended to all eligible households without regard to race, age, sex, color, handicap, religious creed, national origin, or political beliefs. The FNSFood and Nutrition Service nondiscrimination poster, ... and Justice for All, must be displayed in a conspicuous location in each district office. Procedures for civil rights complaints are detailed in the Administrative Procedures Manual.

3000-1 D.      AVAILABILITY OF PUBLIC INFORMATION

Regulations, Plan of Operations, federal procedures, the Alaska Heating Assistance Manual, and supplemental instructions issued on policy and procedures are maintained by the Heating Assistance Program in Juneau for examination by the public. The Alaska Heating Assistance Policy Manual will also be available for examination by the public online at: http://dhss.alaska.gov/dpa/Pages/features/org/manuals.aspx.

3000-1 E.      DISCLOSURE AND USE OF INFORMATION

DPADivision of Public Assistance restricts the disclosure and use of information obtained from HAPHeating Assistance Program households to:

1. Persons directly connected with the administration or enforcement of HAP Heating Assistance Programor with weatherization services; such as AHFCAlaska Housing Finance Corporation and their sub-contractors.

2. Employees of other federal assistance or federally assisted State means-tested programs for low-income individuals such as TANFTemporary Assistance to Needy Families, ATAPAlaska Temporary Assistance Program, Medicaid, SSISupplemental Security Income, and the School Meal Program.
3. Employees of the Comptroller General's Office for audit examination.
4. Officials of local, State, or federal law enforcement agencies to investigate alleged violations of HAPHeating Assistance Program, if a written request is provided. If the officer provides the name and says the person is fleeing to avoid prosecution, custody, or confinement for a felony, is violating a condition of parole or probation, or has information related to a felony parole violation, we will provide the address, Social Security number, and photograph of the household member.
5. Persons directly connected with administration or enforcement of the State Title IV-D, Parent Locator Service (PLSParent Locator Service) for Child Support Services Division (CSSDChild Support Services Division).
6. Employees of the State Department of Labor, Unemployment Insurance Benefit (UIBUnemployment Insurance Benefits) Unit.
7. The Immigration and Naturalization Service (INSImmigration and Naturalization Service) when DPADivision of Public Assistance verifies alien documentation through INSImmigration and Naturalization Service. See SNAP MS 602-1D.

3000-1 F.      VOLUNTEERS

Volunteers, or other persons not employed by DPADivision of Public Assistance, may be used in outreach activities, assisting in program promotion, filing, and clerical duties. Volunteers may assist households in completing the application and forms and obtaining required verification. Volunteers may act as authorized representatives for households. Except for fee agents, volunteers may not conduct interviews or certify an eligible applicant household.

3000-1 G.      QUALITY ASSESSMENT REVIEWS

Each season, heating assistance cases are selected for review. The purpose of this review is to determine the accuracy of the eligibility and benefit determination.

3000-1 H.      DOCUMENTATION

The goal of documentation is to establish a clear and complete record, so any person reading the documentation will understand what was done and why. Clear and complete documentation is the foundation of a positive supervisory or QAQuality Assurance review, and an essential part of quality casework.

Documentation is a record of:

• Factors of eligibility verified and how they were verified
• Information used to determine eligibility and benefit amount, including:

1. The source of the information;

• The verification that supports the information;
  1. The method to convert income and expense information into monthly amounts; and 
  2. Why this information was used.

• Actions taken on a case and the reasons supporting those actions.
• Contacts with the client, partner agencies, contractors/grantees, and third party sources (collateral contacts).

3000-1 I.      PRUDENT PERSON JUDGEMENT (PPJPrudent Person Judgement)

The policies throughout this manual are intended to be a guide for HAPHeating Assistance Program certification and are broadly written within the limits imposed by regulations. They are intended to be sufficiently flexible to allow the caseworker to exercise reasonable judgement in executing responsibilities.

It is impossible to write policies that will cover every possible circumstance that a specific case may present. In this regard, the concept of the prudent person judgement (PPJPrudent Person Judgement) can be helpful. The term refers to the reasonableness of the judgements made by an individual in a given situation. In making a certification decision, the caseworker will decide if the action is reasonable based on experience and knowledge of the program. When a caseworker exercises PPJPrudent Person Judgement, they must document their decision and reasoning in the case note.

If a caseworker needs guidance with a specific case, they should consult with their office leadership. The issue might then be referred to the Policy Unit for clarification.