After receiving a complete application, the CAO must provide Crisis benefits to eligible households:
· Within 18 hours for households without heat or who will be without heat in 48 hours and are in a life-threatening situation.
NOTE: A life-threatening situation is defined as a documented medical emergency. This documentation must come from a medical professional and should be related to a specific medical condition of a household member; documentation should be retained in imaging or case comments using collateral contact narration guidelines.
NOTE: If a household uses a vendor who is not available to make deliveries on weekends or after hours, the CAO should ask the household if they would like to use a different vendor to resolve the situation. The CAO is considered to have met their obligation, if the household does not choose to use a different vendor or another vendor is not available.
Reviewed August 15, 2025, replacing August 20, 2024