CRISIS 101 A LIHEAP Vendor s Guide to Submitting Crisis Claims through PROMISe LIHEAP

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Sara Wilkins
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1 CRISIS 101 A LIHEAP Vendor s Guide to Submitting Crisis Claims through PROMISe LIHEAP

Crisis component dates The Crisis component of LIHEAP is available for households who are in a home heating emergency during the LIHEAP Season from: Wednesday, November 1, 2017 Friday, April 6, 2018

2 Crisis component dates The Crisis component of LIHEAP is available for households who are in a home heating emergency during the LIHEAP Season from: Wednesday, November 1, 2017 Friday, April 6, 2018 Fuel deliveries or utility termination resolutions that are paid in whole or in part with LIHEAP Crisis funds must be data-entered by vendors into PROMISe to initiate payment. NOTE: When an emergency is resolved with a combination of LIHEAP Cash and Crisis grants, vendors will identify the LIHEAP Cash grant credit by data entry in PROMISe and the difference will be paid with Crisis funds. 2

3 Benefit amounts The amount of a Crisis authorization is based on the minimum amount needed to resolve the crisis. For deliverable fuels, the amount needed to resolve the crisis is defined as the amount of fuel needed to fill the tank as long as the cost does not exceed the season max. For utilities, it is the amount needed to prevent termination. The 2017/18 season maximum for Crisis is $500 per household. A household may receive multiple Crisis authorizations during the season, but the total Crisis benefit may not exceed $500. Every Crisis Authorization Number is good for only one delivery, pickup or utilityshutoff issue. Crisis claims must be submitted in the exact dollar amount, not rounded. (i.e., if fuel was delivered totaling $498.97, the claim should be submitted for exactly that amount, not $500). 3

4 PROMISe Log On and Password PROMISe To submit a Crisis claim in PROMISe, LIHEAP vendors must first register as an approved LIHEAP vendor in PROMISe using their Vendor ID and obtain a password Each service location and user has a separate log on and password For help with Password Resets call Crisis Claims must be entered in PROMISe on a computer using Internet Explorer at the web address: NOTE: This website does not support data entry using Mozilla Firefox or Google Chrome. 4

5 Crisis Authorization Number The County Assistance Office (CAO) must contact the vendor and provide approval for a Crisis grant before fuel is delivered or picked up. Fuel deliveries or fuel pickup made prior to CAO approval will not be paid. Every approval will be given a Crisis Authorization Number. The Authorization number can be seen in PROMISe the day after the CAO processes it. The CAO may be able to provide the vendor with the Crisis Auth #. NOTE: Contact the LIHEAP Vendor Unit at if you cannot locate the Authorization #. Once the Crisis Authorization is visible in PROMISe, the vendor may file a Crisis claim. This involves data entry in PROMISe and then either uploading proof of delivery on the PROMISe website, faxing or mailing the proof along with a systemgenerated LIHEAP cover sheet. 5

6 Accessing PROMISe Log on to PROMISe Via Website 6

7 Log On Screen This page contains important information for vendors. It is also the logon page where you will type in your 13 digit Vendor ID and password, then click the Log-On button. 7

8 PROMISe Home Screen Features: 8

9 Using the Worklist The Worklist contains point-in-time information, listing unpaid Crisis claims. This helpful tool allows you to navigate to a claim and then return to the worklist to locate another pending claim. 9

10 Using the Express Claim Processing Box Search Options: Locate a customer s Crisis Authorization # by using one of these search criteria: Crisis Authorization Number and Active status. First name, last name, 30-day date range and Active status. 30-day date range and Active status. When a result is displayed, click the link on the Crisis Authorization # for the customer whose claim you want to process. 10

11 Attachment Control Number Request an Attachment Control Number (ACN) or search for an existing ACN. IMPORTANT: An ACN may only be requested one (1) time per authorization.the Worklist will provide the ACN if already requested. After an ACN has been requested, subsequent activity on this page must be with the search button. 11

12 Providing documentation Requesting an ACN will give you options to print the LIHEAP Cover Sheet or Upload documentation. Only print the cover sheet if you plan to mail or fax documentation associated with this customer s Crisis Authorization Number. Attaching documentation to PROMISe via Upload does not require a cover sheet. NOTE: If you receive LIHEAP Vouchers via SeGOV (MOVEiT), you can upload multiple Crisis claims through this process. Contact the Vendor Unit for more information about SeGOV upload. 12

13 Uploading documentation into PROMISe Follow these steps to Upload documents: Scan and store delivery tickets/utility bills onto your computer or on a flash drive, naming the file by the Authorization number and name of the person who was authorized for the Crisis benefit. Example: MaryJones.pdf Locate files(s) on your computer or flash drive and add PDF files one at a time (up to 3 PDF files) by clicking the ADD button. Review files that appear under the Upload Criteria box to verify that the files you added are correct. Click the Submit Attachment(s) For Processing button to complete the upload process. The message Successfully Uploaded attachments will appear in red to let you know they were submitted. Click the Continue to Claim: button to navigate to the Claim Submission page. Skip to Slide 16 13

14 Sending documentation by mail or fax If you plan to fax or mail the documentation for a Crisis Authorization, click Print Cover Sheet. PROMISe fax lines are dedicated to claims attachment process only. ONLY fax cover sheets and trip tickets/termination notices. A cover sheet must always be the first page, immediately followed by the corresponding trip ticket: PROMISe Fax: or PROMISe Mail: DHS LIHEAP Crisis Claims PO Box Harrisburg, PA

Manually Submitting Verification Clicking on Print Cover Sheet will display the LIHEAP Cover Sheet specific to the customer s Crisis Authorization.

15 Manually Submitting Verification Clicking on Print Cover Sheet will display the LIHEAP Cover Sheet specific to the customer s Crisis Authorization. This form must accompany documentation that is submitted by mail or fax. The LIHEAP Cover Sheet is systemcompleted with the recipient s name and numbers appearing in blocks. If the blocks are not pre-populated, ensure that your Adobe Reader is updated. If the problem continues, contact the LIHEAP Vendor Unit. IMPORTANT: Never write on this cover sheet. 15

16 7. After printing the LIHEAP Cover Sheet you return to this page. Click Continue. 16

17 Submitting a Crisis claim Complete this screen with details about the delivery or utility termination to determine the amount to be paid with Crisis funds. Data entry of the last data box in the top section will be populated by data entry in the 2 nd section. NOTE: Some fields have drop-down menus. Verify that the name matches the account number listed and correct the Customer Account # if it is incorrect as it conveys to your payment voucher. The total amount billed to LIHEAP Crisis may not exceed $

18 Service Codes: Second Section Steps: Select Service Code to indicate heating type If the cost of the delivery includes costs/fees in addition to fuel, click the Add button at right and the appropriate service code from within the Service Code options NEW this season: Indicate any customer credits by clicking the Add button and entering the credit amount as Service Code Y9012. This must not be your first data entry. The amount you indicate as a credit will be subtracted from the amount of the delivery and the remainder will be submitted for payment with Crisis funds. NOTE: The sum of all of all of the Service Lines entered for this Auth # should equal the Total Crisis Billed for this Auth # in the last data field of the top section. 18

19 Submitting a Crisis claim Click the submit button after completing all fields on the claim submission page. This message should appear. 19

20 Submitting a Crisis claim This screen will be displayed. Upon successful data entry, the Claim status should state Suspended. Payments for Crisis Claims submitted with uploaded documents will typically be paid by Treasury within 3-4 weeks. If the Claim Status does not say Suspended, review your data entry for errors. Contact the LIHEAP Vendor Helpline at Click Active Crisis Authorization button if you want to submit a claim for another Crisis Authorization, or return to the Worklist by clicking the link in the blue banner at the top of the screen. 20

21 Need Additional Information? Help with PROMISe password Resets: The LIHEAP Vendor Website contains valuable information: Contact the LIHEAP Vendor Helpline by phone or Monday Friday from 8:00 4:00:

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