HEAP Program Announces Automated Scheduling System

posted 11/21/12 -- The Home Energy Assistance Program (HEAP) announced today that a new phone-based appointment scheduling system is being launched next week. The new phone system allows clients to call a toll-free number and schedule appointments 24 hours-a-day.

The new system will better meet the growing demand for services. LCCAA HEAP Supervisor, Juan Lopez states, “It is not uncommon during the Winter Crisis program to process or receive 300 calls per day”.

The new automated system will answer all calls. Clients will be provided information including hours of service, eligibility requirements, documentation required and other frequently asked questions. Each client will be offered the next available appointment. Once the client confirms the appointment date and time, it will be scheduled and securely sent to the HEAP department. Bilingual clients have the option to listen and schedule appointments in Spanish.

One major change is there will no longer be voicemail to leave messages. However, if a client needs additional assistance they do have the option of speaking with a live operator during normal business hours. The system will also be available 24 hours-a-day to confirm and reschedule appointments as needed.

Clients without appointments have the option to walk into the main office located at 401Broadway, Lorain, Ohio and at the Wellington satellite office located in Wellington’s Village Hall. All walk-in appointments will be taken on a first-come, first-serve basis--there are a limited number of appointments available each day. Residents unable to be seen that day will have the option to schedule through the automated system or return as a walk-in client. Clients are advised that being seen on a walk-in basis may require more than one visit to the office.

During the Winter Crisis program, which ends March 31, 2013, clients calling the current program number at (440) 245-1870 will be forwarded to the automated system. While not yet in service, the new toll-free number is (855) 806-9620 for those wishing to call direct. Effective April 1, 2013, clients will be required to call the toll-free number.

Visit our website for up-to-date information and confirmation that the system is now working.