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LIHEAP Performance Measures Business Processes Data Systems Program Integrity Vendor Agreements Grantee Training Stakeholder/Vendor Relationships Subgrantee/Stakeholder Training Subgrantee Contacts and Agreements Performance Management

Performance Management

Performance management is the process of gathering performance measurement data (both mandatory and voluntary), and then using this information to make informed program decisions.

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I have no idea what LIHEAP Performance Measures are.

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I am confused about what LIHEAP Performance Measures are required and which are voluntary.

I need help understanding why LIHEAP Performance Measures are important and how I will use them.

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I need concrete steps for updating various parts of my program in order to meet LIHEAP Performance Measure requirements.

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Business Processes

LIHEAP business procedures describe how grantees administer the program. LIHEAP is a block grant and the structure and business procedures are included in each grantee's Block Grant Application (State Plan). This application includes sixteen (16) assurances that grantees must indicate how they will be met. Business procedures may also include federal and state statue requirements. Grantees may also have LIHEAP policy and procedure manuals outlining eligibility and payment processing.

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Get the Business Processes Snapshot

A Summary and Citation of Legal Requirements Related to LIHEAP Business Processes

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I am a new coordinator and need LIHEAP 101 (Overview of Block Grant)

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I need to understand minimum LIHEAP reporting requirements

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Completing the Household Report Form (FY 2015)
Resource Forthcoming

Guidance regarding "Nominal Benefits" (FY 2015)
Resource Forthcoming

LIHEAP AT regarding FY 2015 Performance Data Form
Resource Forthcoming

Completing the Performance Data Form (FY 2015)
Resource Forthcoming



I'd like specific guidance and examples of how other states administer their programs in the following area(s):

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Determining LIHEAP Eligibility:









Setting Benefit Levels/Benefit Matrices for heating, cooling, and other programs









Crisis Programs







Cost Definitions













Subgrantee Agreements/Monitoring

















Weatherization and Contractor Agreements







I'd like to look at examples of other states' LIHEAP Policies and Procedures Manuals.

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I need concrete steps for updating various parts of my program in order to meet LIHEAP Performance Measure requirements.

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Program Integrity

Increasing policy and program integrity is a continuous process aimed at creating an efficient and effective LIHEAP program. By streamlining processes,establishing third-party verfication,and actively monitoring vendors and subgrantees, we can reduce fraud and waste and develop best management practices to better serve the low-income households in our State and Tribes.

Need a brief overview?
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A Summary and Citation of Legal Requirements Related to LIHEAP Program Integrity

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I'd like to learn about ways to increase program integrity across various aspects of the LIHEAP program.

I'd like to learn more about how I can use Performance Measure data to increase program integrity.

If you have resources to contribute in this area--please click the "suggest resources" tab at the top of the page to upload. All uploaded resources will be reviewed and approved prior to posting.

If I'm updating my IT system(s) to collect and report Performance Measure data, I'd like to learn about simultaneous updates I should consider to increase program integrity.

If you have resources to contribute in this area--please click the "suggest resources" tab at the top of the page to upload. All uploaded resources will be reviewed and approved prior to posting.

Vendor Agreements

What is a vendor agreement? You are expected to have vendor agreements in place to assure that vendors comply with basic LIHEAP guidelines. Vendor agreements should also include language that allows for Performance Measure data collection and Program Integrity practices.

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Get the Vendor Agreement Snapshot

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I'm creating or updating vendor agreements and would like to have a list of elements I should be including (or at least thinking about).

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I'd like to see examples of LIHEAP vendor agreements.

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I'd like to know how I can use vendor agreements to increase program integrity.

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I'd like to know how I collaborate with other grantees to develop vendor agreements (e.g., multi-state energy suppliers).

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I need to know what I should be updating in my vendor agreements to meet LIHEAP Performance Measure requirements.

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Grantee Training

The Department of Health and Human Services, Office of Community Services, Division of Energy along with several LIHEAP contractors and professional organizations provide grantee training opportunities to assisted grantees in administering the LIHEAP Block Grant.

Need a brief overview?
Get the Grantee Training Snapshot

A Summary and Citation of Legal Requirements Related to LIHEAP Grantee Training

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I'd like to learn more about upcoming LIHEAP training opportunities.

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I am not able to attend training, but would like to access LIHEAP training materials and resources.

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I'd like to learn more about peer mentoring.

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I'd like an awesome one-stop location for learning all about LIHEAP Performance Measurement (including examples, tools, training materials, and guidance).

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Stakeholder/Vendor Relationships

Stakeholders are parties that have an interest or stake in LIHEAP. These can include LIHEAP customers, staff, sub grantee staff, utility companies, municipalities, coops, deliverable fuel suppliers, vendor profession associations, public utility commission.

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I need to know how to identify LIHEAP stakeholders.

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I'd like some ideas and strategies for building stakeholder relationships.

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I'd like some ideas and strategies for developing a customer engagement process.

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I would like some ideas and strategies for collaboratively working with public utility regulators.

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I'd like some ideas and strategies for building relationships with vendors and vendor associations.

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I'd like some ideas and strategies for reaching out to consumer protection agencies and advocacy groups.

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I need to know how to talk with stakeholders (including state agency directors/leaders) about LIHEAP Performance Measure requirements.

These resources are currently being developed. If you have resources to contribute in this area—please click the "Suggest A Resource" tab at the top of the page to tell us about them. You can also upload any pertinent document(s). All uploaded resources will be reviewed and approved prior to posting.

I would like some ideas and strategies for collaborating with subgrantees to collect and report Performance Measure data.

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I would like some ideas and strategies for talking with vendors about data collection related to LIHEAP Performance Measurement.

Data Systems

LIHEAP business process determine data systems needs and functionality to meet federal block grant requirements including federal reporting, performance measurements and program integrity.

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Get the Data Systems Snapshot

A Summary and Citation of Legal Requirements Related to LIHEAP Data Systems

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What system business requirements are necessary to meet federal LIHEAP reporting requirements (minimum data collection)?

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How do I pull data out of my system to complete required reports?

I'd like to learn how other grantees use their data systems to:

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I need to learn more about how to manage system(s) development.

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I need to learn more about what Performance Measure data components I should be adding to my existing centralized data system.

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My sub grantees have their own data system(s), and I need to collect Performance Measurement Data from them.

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I do not have a centralized data system, and I am not sure how to collect Performance Measurement Data.

If you have resources to contribute in this area—please click the "suggest resources" tab at the top of the page to upload. All uploaded resources will be reviewed and approved prior to posting.

I would like some examples of how my system can be used to facilitate vendor data exchanges.

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Subgrantee Contracts and Agreements

Sub grantee contract or agreements are utilized by LIHEAP Grantees so sub grantees can process applications, determine eligibility and pay utility suppliers. LIHEAP Grantees issue these contracts or agreements to ensure compliance with LIHEAP federal and grantee requirements.

Need a brief overview?
Get the Subgrantee Contracts and Agreements Snapshot

A Summary and Citation of Legal Requirements Related to LIHEAP Subgrantee Contracts and Agreements

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I'm creating or updating subgrantee agreements and would like to have a list of elements I should be including (or at least thinking about).

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I'd like to see examples of LIHEAP subgrantee agreements.

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I'd like to see examples of subgrantee agreements specific to LIHEAP Weatherization.

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I need to know what I should be updating in my subgrantee agreements to meet LIHEAP Performance Measure requirements.

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Subgrantee and Stakeholder Training

Training assures that LIHEAP stakeholders have the resources and knowledge necessary to administer LIHEAP in an efficient, effective, and compliant manner. This includes ensuring that stakeholders understand their roles and responsibilities as outlined in federal, state, and tribal regulations.

Need a brief overview?
Get the Subgrantee and Stakeholder Training Snapshot

A Summary and Citation of Legal Requirements Related to LIHEAP Subgrantee and Stakeholder Training

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Expand the categories below and check the items you'd like to add to your toolbox.

I'd like to learn more about developing LIHEAP training for grantee staff, subgrantees, vendors, and/or other stakeholders.

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I'd like to learn more about developing LIHEAP Performance Measurement training for grantee staff, subgrantees, vendors, and/or other stakeholders.

These resources are currently being developed. If you have resources to contribute in this area—please click the "Suggest A Resource" tab at the top of the page to tell us about them. You can also upload any pertinent document(s). All uploaded resources will be reviewed and approved prior to posting.

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LIHEAP PERFORMANCE MANAGEMENT SNAPSHOT

Performance management is the process of gathering performance measurement data (both mandatory and voluntary), and then using this information to make informed program decisions.

Why is this important?

Performance Management helps states do a better job of evaluating and improving their LIHEAP programs. This includes targeting resources to reduce energy burden and to maintain continuous home energy service for low-income households. LIHEAP performance measure data will also allow HHS to more consistently demonstrate national program results.

Who says so?

In November 2014, HHS received approval from the federal Office of Management and Budget (OMB) to proceed with requiring state LIHEAP grantees to collect and report on four new performance measures related to home energy burden and continuity of home energy service. See more here...

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



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Ways to use these resources:

  1. Review the basics. Use training slides, overviews, and FAQ documents to get a better understanding of LIHEAP Performance Measure requirements.

  2. Identify what data you are currently collecting. Many states are already collecting the data needed to meet part or all of the Performance Measure requirements.

  3. Pinpoint data gaps and make necessary changes. Does your application, client information waiver, and/or vendor agreement need to be updated to collect data necessary for Performance Measurement? Do fields need to be added to your current system? Do you need to collect different data from subgrantees?

  4. Partner with vendors. Many states report that working alongside vendors to implement LIHEAP Performance Management makes the process easier.

  5. Collaborate with peers. Many home energy suppliers have multi-state territories. Working together with grantees who share a vendor may help when negotiating new or updated vendor data exchanges.


Find Out More

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Vendor Agreements Program Integrity Stakeholder/Vendor Relationships

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LIHEAP VENDOR AGREEMENTS SNAPSHOT

Vendor Agreements formally define the relationship between home energy suppliers (vendors), LIHEAP grantees, subgrantees, and clients. This includes the roles and responsibilities of each party.

Why is this important?

Vendor agreements protect households from adverse treatment and assure that LIHEAP payments are accurately applied to energy bills. Vendor agreements also define expectations in terms of payment timelines, refunds, and data exchanges between the home energy supplier and grantee (and/or subgrantees).

Who says so?

The requirement for grantees to establish agreements with utility vendors receiving LIHEAP payments stems from Assurance 7 of the LIHEAP statute (Section 2605(b)(7)).

How do I learn more?

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



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Ways to use these resources:

  1. Take a look at your vendor agreement. Does it cover everything it needs to? Are there areas that should be updated or revised?

  2. Read through examples of other grantee vendor agreements. Are there ideas you would like adopt or consider for your own state?

  3. Keep an eye on strengthening program integrity. Can areas of your vendor agreement be revised, or new areas added to reduce the potential for fraud, waste, and abuse?

  4. Partner with vendors. Many states report that working alongside vendors to update agreements makes the process easier for everyone.

  5. Collaborate with peers. Many home energy suppliers have multi-state territories. Working together with grantees who "share" a vendor may help when negotiating new or updated vendor agreements.


Read More About

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PerformanceManagement Program Integrity Stakeholder/Vendor Relationships

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LIHEAP BUSINESS PROCESSESS SNAPSHOT

LIHEAP Business Processes encompass the policies, procedures, structures, and systems necessary to effectively administer LIHEAP. This includes compliance with minimum federal requirements.

Why is this important?

LIHEAP business processes describe how grantees administer the program. Business processes must be outlined each year in the LIHEAP Block Grant Application (Model Plan). This includes how the grantee will comply with the federal LIHEAP statute and other legal requirements of the program.

Who says so?

Grantees are required to complete an annual Model plan to include eligibility requirements, benefit levels, and steps taken to carry out LIHEAP Assurances (sections 2605(c) and 2605(d)).

How do I learn more?

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



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Ways to use these resources:

  1. Identify what you already have in place. Comparing basic grantee roles and responsibilities with the processes currently being employed will help you identify areas where improvement is needed.

  2. Pinpoint areas for potential improvement. In addition to identifying gaps within your own processes, review model plans and examples from other states and tribes. These may help you find opportunities for growth or change.

  3. Collaborate with peers. LIHEAP grantees utilize diverse business processes to meet program requirements. Many of these enhance the efficiency and effectiveness of service delivery. Reaching out to peers in other states and/or tribes may provide new ideas or creative insight as you consider development, updates, or redesign of your own business processes.

  4. Collaborate with subgrantees and other stakeholders. Most business processes associated with LIHEAP require coordination with other departments, partners, and vendors. Collaborating with stakeholders to develop business processes encourages broader understanding of federal LIHEAP requirements—but also results in program design that meets the diverse needs of partners, vendors, and clients.


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Program Integrity Subgrantee Contracts and Agreements Vendor Agreements

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LIHEAP PROGRAM INTEGRITY SNAPSHOT

Program integrity means that LIHEAP funds are efficiently expended in compliance with program expectations, and in a fiscally responsible manner. In other words, program integrity assures that LIHEAP dollars are spent as they are intended.

Why is this important?

In addition to addressing improper payments, waste, fraud, and abuse—LIHEAP program integrity efforts are intended to assure efficient, quality services to low-income households. Program Integrity impacts all aspects of LIHEAP. This includes policy development, program design, data systems, client intakes, payment processes, monitoring, and evaluation.

Who Says So?

According to LIHEAP Statute, LIHEAP grantees must establish fiscal control and fund accounting procedures in order to assure the proper disbursal of and accounting for federal LIHEAP funds (Section 2605 (b)(10)). Additionally, LIHEAP grantees are required to report annually on their systems (policies and processes) for ensuring program integrity. This includes provisions to prevent waste, fraud, and abuse—as well as efforts to assure vendor validity.

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.


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Ways to use these resources:

  1. Get the background. Review the June 2010 GAO Report, as well as the LIHEAP Program Integrity Work Group Report, to learn more about why Program Integrity is important.
  2. Identify what steps you’ve already taken. Many grantees have already changed policies or processes to mitigate improper payments, waste, fraud, and abuse in various areas of their program.
  3. Pinpoint areas for potential improvement. The LIHEAP Program Integrity Work Group Report outlines ways grantees can increase integrity across multiple program elements. The recommendations in this report can be used to help your state or tribe identify areas where stronger controls are needed.
  4. Collaborate with social service partners. One recommendation to increase program integrity includes third party verification of household eligibility data. This often requires data exchange agreements (or developing shared data systems) with other state agencies or departments.
  5. Collaborate with peers. LIHEAP grantees have worked to improve Program Integrity in diverse and creative ways. Don’t be afraid to reach out for help with problem solving, or to share ideas.
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Data Systems Business Processess Subgrantee Contracts and Agreements

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LIHEAP GRANTEE TRAINING SNAPSHOT

The Department of Health and Human Services, Office of Community Services, Division of Energy along with several LIHEAP contractors and professional organizations provide grantee training opportunities to assisted grantees in administering the LIHEAP Block Grant.

Why is this important?

Training assures that LIHEAP Grantees have the resources necessary to run efficient, effective programs. This includes ensuring that Grantees understand their roles and responsibilities as outlined in LIHEAP Statute and other program regulations.

Who says so?

Section 2609(a) of the LIHEAP Statute indicates that HHS may use LIHEAP funding to provide training and technical assistance to grantees. Additionally, these monies may also be used to conduct compliance reviews.

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



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Ways to use these resources:

  1. Be sure to access all types of training. Some grantees may not be able to travel to regional or national training conferences. However, resources from these conferences are posted on the OCS training website. Additionally, webinars are frequently offered throughout the year and available online.

  2. Become a peer mentor or mentee.. Many grantees will tell you that the most valuable training and technical assistance comes from their peers. The self-assessment tool provides peer mentor and mentee sign-up sheets.

  3. Be proactive. Let OCS and/or their contractors know the types of training and technical assistance you need to successfully administer LIHEAP. Watch for opportunities to discuss LIHEAP issues and solutions with regional or national peers, Use the forum board on the Performance Measurement website, and get involved with work groups.


Learn More

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Program Integrity Business Processes Subgrantee and Stakeholder Training

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LIHEAP DATA SYSTEMS SNAPSHOT

LIHEAP data systems vary widely among grantees in terms of integration and sophistication. LIHEAP data systems can also be used for diverse program functions. These include but are not limited to intake, eligibility determination, payment processing, accounting, risk management, reporting, and performance evaluation.

Why is this important?

Data systems help grantees meet minimum federal program expectations. This includes federal reporting requirements, as well as fiscal control and fund accounting procedures. Additionally, many grantees use systems to increase payment efficiency, reduce improper (e.g., duplicate) benefits, and utilize third party data to verify household eligibility.

Who Says So?

Grantees are required to cooperate with HHS with respect to data collection and reporting outlined in the LIHEAP statute (sections 2605 (b)(14) and 2610). Additionally, LIHEAP grantees must establish fiscal control and fund accounting procedures in order to assure the proper disbursal of and accounting for federal LIHEAP funds (section 2605 (b)(10)).

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.


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Ways to use these resources:

  1. Identify what you already have in place. Understanding what current LIHEAP systems exist in your state (and how they work together) will help you identify areas where your data system may be improved.
  2. Pinpoint areas for potential improvement. Many existing reports and trainings (e.g., LIHEAP Program Integrity Work Group Report, Performance Measure Data Collection Guide) outline areas grantees should consider during development, update, or redesign of their data systems.
  3. Visualize an end product and work backwards. What reports would you like to generate from your system? How could your system improve program design? Visualizing your “ideal” end result will make it easier to begin planning and design processes.
  4. Collaborate with peers. LIHEAP grantees utilize diverse data systems (or sets of systems) to meet program requirements. Many of these data systems also enhance the efficiency and effectiveness of service delivery. Reaching out to peers in other states and/or tribes may provide new ideas or creative insight as you consider development, updates, or redesign of your own data systems.
  5. Collaborate with social service partners. Many states/tribes integrate their systems or develop shared databases with other social service programs. This allows them to use third party data to verify household eligibility data.
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Program Integrity Performance Management Business Processes

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LIHEAP SUBGRANTEE CONTRACTS AND AGREEMENTS SNAPSHOT

Subgrantee contracts and agreements formally define the relationship between LIHEAP grantee, local administering agency, and clients. This includes expectations, roles, and responsibilities of each party.

Why is this important?

Subgrantee contracts and agreements outline how local agencies will administer LIHEAP funding. This includes, but is not limited to providing LIHEAP applications, completing LIHEAP applications, determining eligibility and benefit levels, processing LIHEAP benefit payments, and conducting local outreach. Additionally, subgrantee contracts and agreements establish expectations in terms of oversight and accountability (e.g., data exchanges, fiscal integrity, monitoring requirements).

Who says so?

The requirement for grantees to establish subgrantee contracts and agreements stems from Assurance 10 of the LIHEAP statute (Section 2605(b)(10)). OMB Uniform Administrative Requirements also mandate that subgrantees know the requirements, regulations, terms and conditions of their award (45 CFR Part 75).

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



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Ways to use these resources:

  1. Take a look at your subgrantee contacts and agreements. Do they cover everything they need to? Are there areas that should be updated or revised?
  2. Read through examples of other grantee subgrantee contracts and agreements. Are there ideas you’d like adopt or consider for your own state?
  3. Keep an eye on strengthening program integrity. Can areas of your subgrantee contracts and agreements be revised, or new areas added to reduce the potential for fraud, waste, and abuse?
  4. Partner with subgrantees. Many grantees report that working alongside subgrantees to update agreements makes the process easier for everyone.
  5. Align program elements. Be sure that the expectations spelled out in the State Plan, policy manuals, monitoring tools, data exchange agreements, and risk assessments align with the terms and conditions in subgrantee contracts and agreements.


Learn More

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Subgrantee and Stakeholder Training Program Integrity Stakeholder/Vendor Relationships

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LIHEAP SUBGRANTEE AND STAKEHOLDER TRAINING SNAPSHOT

Subgrantee and stakeholder training is necessary to assure that LIHEAP funds are administered in compliance with federal LIHEAP statute, as well as any state/tribal program regulations.

Why is this important?

Training assures that LIHEAP stakeholders have the resources and knowledge necessary to administer LIHEAP in an efficient, effective, and compliant manner. This includes ensuring that stakeholders understand their roles and responsibilities as outlined in federal, state, and tribal regulations.

Who says so?

The LIHEAP Model State Plan requires grantees to outline how they will train subgrantees, vendors (Section 15, Program Integrity). The LIHEAP Statute also requires that vendors understand the rules of LIHEAP, and apply benefits in a timely and appropriate manner (2605(b)(7)).

Highlighted Resources:

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



Back to main page

Ways to use these resources:

  1. Be sure to access all types of training. Some grantees may not be able to travel to regional or national training conferences. However, resources from these conferences are posted on the OCS training website. Additionally, webinars are frequently offered throughout the year and available online.

  2. Become a peer mentor or mentee.. Many grantees will tell you that the most valuable training and technical assistance comes from their peers. The self-assessment tool provides peer mentor and mentee sign-up sheets.

  3. Be proactive. Let OCS and/or their contractors know the types of training and technical assistance you need to successfully administer LIHEAP. Watch for opportunities to discuss LIHEAP issues and solutions with regional or national peers, Use the forum board on the Performance Measurement website, and get involved with work groups.


Find More Information

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Subgrantee Contracts and Agreements Stakeholder/Vendor Relationships Business Processes

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LIHEAP STAKEHOLDER AND VENDOR RELATIONSHIPS SNAPSHOT

Stakeholders are parties that have an interest or stake in LIHEAP. These can include LIHEAP customers, staff, sub grantee staff, utility companies, municipalities, coops, deliverable fuel suppliers, vendor profession associations, public utility commission.

Why is this important?

Coordination and collaboration with stakeholders assure that low-income households have access to LIHEAP when and how they need it most. Collaboration also leverages the skills, resources, and advocacy of those outside of LIHEAP necessary to assist low-income households in terms of energy needs.

Who says so?

Public participation is required in the development and approval of the annual LIHEAP Model State Plan (2605(b)(12)). Additionally, the statute requires that grantees work with relevant stakeholders to provide outreach to clients and coordinate services (2605(b)(3) and 2605(b)(4)).

How do I learn more?

The following resources related to LIHEAP business processes are included in the Virtual Library. Note: This list is not comprehensive.
Download files individually by clicking the links or use the checkboxes to add them to your toolbox.



Back to main page

Ways to use these resources:

  1. Identify what you already have in place. Does your state already collaborate with stakeholders? Are there areas where you could do a better job engaging customers, local providers, or vendors?

  2. Pinpoint areas for potential improvement. Review examples of relationship building from other states and tribes. These may help you find opportunities for growth or change.

  3. Reach out to your partners and just ask. You don't need to have a sophisticated stakeholder plan in place to build relationships. The best relationships are built through small interactions over time. For example, when you have a policy challenge or unanswered question—reach out to partners to help brainstorm.

  4. Don't forget low-income households. Engaging customer households can sometimes be a challenge. One way to start this process is a customer service survey. Finding out what households need, as well as the ways they’d like to have input may give you the information necessary to start developing a more detailed customer engagement plan.


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Business Processes Subgrantee Contracts and Agreements Vendor Agreements

 

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