Step Forward is pleased to announce the transition to contactless services for most utility assistance programs, enhancing efficiency and aligning with the State of Ohio’s application process for the Home Energy Assistance Program (HEAP) and the Percentage of Income Payment Plan (PIPP).
HEAP provides one-time credits to help low-income households reduce energy costs, while PIPP is a budget-friendly payment plan that helps with utility payments based on household income. Both programs are designed to ensure that families can maintain essential utility services throughout the year.
“In response to significant statewide funding reductions, we adopted contactless services to better serve the community,” Jackie Boehnlein, Step Forward’s Vice President of Community Services, said. “This shift mirrors trends in industries like online shopping and job applications and brings the same convenience to HEAP and PIPP services in Cuyahoga County.”
The State of Ohio uses a unified application for HEAP and PIPP enrollment, as well as income reverification. These applications can be submitted online or by mail, with a processing time of up to 12 weeks. Step Forward aims to expedite the process, reducing the timeline to no more than eight weeks.
Step Forward’s new contactless approach is not applicable for households facing immediate utility disconnection. Clients in need of urgent assistance during Winter and Summer Crisis Programs will continue to be served via phone appointments.
Key features of the new contactless service model include:
Online and Mail Applications: Step Forward will accept HEAP and PIPP applications exclusively through the Ohio Department of Development’s Energy Services portal at energyhelp.ohio.gov, or by mail at P.O. Box 1240, Columbus, Ohio 43216. This streamlined process ensures fair and efficient application handling on a first-come, first-served basis.
Automated Phone Service: A new automated response system will manage all phone inquiries. Available 24/7, this system can be reached at (216) 480-4327 or (216) 480-HEAP. Due to high call volume, the service will not accept messages or return calls.
Crisis Appointment Scheduling: All crisis appointments will be managed through a single system to ensure fair access for all residents. Priority will be given to households without utility services. Appointments to restore utility service will be issued as pending until the account holder’s service status is confirmed with the utility provider, typically within one business day.
Step Forward remains committed to supporting Cuyahoga County residents by providing essential services that promote stability and self-sufficiency. The agency offers a variety of programs and services designed to support individuals and families in need. To explore these offerings, please visit our website at www.stepforwardtoday.org.