[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-301202-105":3,"detail-sidebar-cat-1-en-105":80,"doc-detail-301202-en":126},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":73,"head_meta":75,"extra_data":77,"updated_unix":79},105,"en","eap-basics-application-processing","EAP Basics - Application Processing","","This document provides a comprehensive guide on Energy Assistance Program (EAP) basics and application processing procedures, intended for program administrators and staff. It details essential customer service practices, emphasizing respect, clear communication, and the implementation of formal feedback procedures for program recipients and applicants. The content covers key policy requirements, including accessibility standards, employee application guidelines, and procedures for managing challenging household interactions and appeals to ensure high service quality and compliance.",{"@graph":14,"@context":72},[15,34,55],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/forms/","Forms",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/eap-basics-application-processing/301202/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/eap-basics-application-processing/301202.png","ImageObject",442,249,{"name":42,"@type":43},"Jacob","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-09-23","2026-09-19",true,{"@type":52,"interactionType":53,"userInteractionCount":22},"InteractionCounter",{"@type":54},"ViewAction",{"@type":56,"mainEntity":57},"FAQPage",[58,64,68],{"name":59,"@type":60,"acceptedAnswer":61},"What are the primary objectives of the EAP customer service guidelines?","Question",{"text":62,"@type":63},"The primary objectives are to foster great customer satisfaction by prioritizing respect, maintaining a helpful attitude, ensuring clear communication, and establishing robust policies for escalation and appeals.","Answer",{"name":65,"@type":60,"acceptedAnswer":66},"What is required regarding customer service feedback?",{"text":67,"@type":63},"Service providers are required to implement annual customer feedback procedures. They must solicit and collect feedback randomly from both denied households and EAP recipients, ensure anonymity, document resolutions, and report outcomes in the Local Plan.",{"name":69,"@type":60,"acceptedAnswer":70},"What best practices are recommended for handling household questions and complaints?",{"text":71,"@type":63},"Recommended practices include resolving issues at the lowest level possible, maintaining constant communication coverage, designating specific staff for household communication, and providing comprehensive information during the initial contact.","https://schema.org",{"og:url":32,"og:type":74,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":76,"canonical":32},"index,follow",{"doc_id":78,"site_id":7},301202,1790190648,{"code":4,"msg":81,"data":82},"success",[83,88,93,98,103,108,112,117,122],{"id":84,"doc_module":22,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},11,"Presentations",90,"presentations",{"id":89,"doc_module":22,"doc_module_name":25,"category_name":90,"show_sort_weight":91,"slug":92},12,"Resumes",80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":110,"slug":111},17,40,"forms",{"id":113,"doc_module":22,"doc_module_name":25,"category_name":114,"show_sort_weight":115,"slug":116},18,"Letters",30,"letters",{"id":118,"doc_module":22,"doc_module_name":25,"category_name":119,"show_sort_weight":120,"slug":121},21,"Paper Templates",5,"papers-templates",{"id":123,"doc_module":22,"doc_module_name":25,"category_name":124,"show_sort_weight":4,"slug":125},158,"General","general-158",{"code":4,"msg":81,"data":127},{"doc_id":78,"user_id":128,"nickname":42,"user_avatar":129,"doc_module":22,"category_id":109,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":22,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":135,"language":136,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":12,"update_tm":140,"read_time":141},962084931830,"https://ap-avatar.wpscdn.com/davatar_a8503ba1806abce46bf441b54a3ca4cd","# EAP Basics and Beyond\n\nMandy Braaten| Program Performance AuditorSandra Seemann| Program Administration  \nmn.gov/commerce  \n1  \nIntroduction  \nMandy Braaten  \nProgram Performance Auditor  \nMinnesota Department of Commerce  \n## Agenda\n\nAgenda  \n• Applications & Application Processing  \n• Program Eligibility Requirements  \n## Q&A\n\n• Hold questions until the Q&A breaks  \n• Make note of the slide \\# and topic  \n## Applications & Application Processing\n\nFFY24 EAP Policy Manual, Chapter 2  \n4  \nApplications & Application Processing  \n## Topics\n\n• Customer Service  \n• Accessibility  \n• EAP Application, Instructions & Online App  \n• Application Processing  \n• Signature Requirements  \n• Employee Applications  \n• Safe at Home (SAH)  \n## CUSTOMER SERVICE\n\n## Customer Service\n\nGood Customer service = Great customer satisfaction  \n• Prioritize respect for individuals  \n• Encourage a helpful attitude  \n• Train staff to successfully communicate  \n• Have policies and procedures  \n• When to escalate a call  \n• Appeals process  \n• Tomorrow (5/22/24) - Helping Challenging HHs/Preventing Compassion Fatigue,8:30-10am, Lakeside A with Annie Meehan  \nCustomer Service  \n## Best Practices\n\n• Help keep questions and complaints at lowest level possible  \n• Maintain communication coverage  \n• Designate staff responsible for HH communication  \n• Provide HH with all the info at first contact  \n• If additional research is needed, let HH know  \n## Customer Service\n\nCustomer Service Feedback  \n• Required  \n• SP must implement, at minimum, annual customer feedback procedures  \n• Solicit and collect feedback randomly from:  \n• Denied HH  \n• EAP Recipients  \n• Allow for anonymous responses  \n• Document complaints and resolution  \n• Analyze results  \n• SP will report outcomes on Local Plan  \n## ACCESSIBILITY","cbCailO4UG9gtfv9","https://ap.wps.com/l/cbCailO4UG9gtfv9","pdf",3304347,100,"English","# Agenda\n## Q&A\n# Applications & Application Processing\n## Topics\n# Customer Service\n## Best Practices\n## Customer Service Feedback\n# Accessibility","[{\"question\":\"What are the primary objectives of the EAP customer service guidelines?\",\"answer\":\"The primary objectives are to foster great customer satisfaction by prioritizing respect, maintaining a helpful attitude, ensuring clear communication, and establishing robust policies for escalation and appeals.\"},{\"question\":\"What is required regarding customer service feedback?\",\"answer\":\"Service providers are required to implement annual customer feedback procedures. They must solicit and collect feedback randomly from both denied households and EAP recipients, ensure anonymity, document resolutions, and report outcomes in the Local Plan.\"},{\"question\":\"What best practices are recommended for handling household questions and complaints?\",\"answer\":\"Recommended practices include resolving issues at the lowest level possible, maintaining constant communication coverage, designating specific staff for household communication, and providing comprehensive information during the initial contact.\"}]","EAP Basics - Application Processing | PDF",1789779937,35]