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Low Income Home Energy Assistance Program (LIHEAP) Frequently Asked Questions

Power AZ

What is Power AZ and how is it different from LIHEAP?

Power AZ is a state program that expands access to utility assistance to households who do not qualify for LIHEAP because their income exceeds LIHEAP requirements. Power AZ shares all of the same eligibility requirements as LIHEAP and is administered in the same manner as LIHEAP, except that:

  • The Power AZ income threshold is up to 100% State Median Income (SMI)
  • Power AZ benefits are calculated using an adjusted benefit matrix that accounts for the higher income threshold

See the following for a comparison of key program criteria for LIHEAP and Power AZ.

Income Eligibility
Program Criteria Details
LIHEAP Income Threshold 150% FPL or 60% SMI (whichever is greater) or Categorical Eligibility
Power AZ Income Threshold 100% SMI
All Other Program Criteria
Program Criteria Details
LIHEAP and Power AZ How to Apply A-to-Z Arizona Portal or paper application
LIHEAP and Power AZ Standard Benefits $160 to $640
LIHEAP and Power AZ Regular/Life-Threatening Crisis Benefits Up to $500
LIHEAP and Power AZ Frequency of Benefits One per year
LIHEAP and Power AZ How Benefits are Paid Directly to the utility provider, when possible
LIHEAP and Power AZ Grievances 20 days to request an administrative review or appeal

How much assistance is available?

Power AZ benefit limits are the same as LIHEAP. Households may qualify for up to $640 in standard assistance and up to $500 in crisis assistance per year.

Can I receive both LIHEAP and Power AZ?

No; applicants may only be approved for and receive benefits from one of these programs during an eligibility period because of the different income requirements. This means that if you are approved for either LIHEAP or Power AZ, you will be ineligible to receive standard benefits from the other program until your 12-month eligibility period restarts.

Additionally, if your household received or is currently receiving benefits from another utility assistance program for the same period and same purpose as requested in your application, you will not be eligible for benefits from either program.

Do I need to submit separate applications for Power AZ and LIHEAP?

No; when you apply for utility assistance online using the A-to-Z Arizona Portal or using the paper application (EAP-1002), you are completing a combined application for both Power AZ and LIHEAP, and your application will be screened for eligibility for both programs. If you qualify for LIHEAP, you will be approved for and receive LIHEAP; if you do not qualify for LIHEAP due to exceeding the income requirement, but you still meet all other eligibility requirements, you may qualify for Power AZ.

General Information

I need assistance with my application. Is help available?

For assistance completing your LIHEAP application, including ADA accommodation requests and requests for a paper application, or for assistance with a LIHEAP grievance, please visit your local Community Action Agency or call the LIHEAP service line at 1-866 494-1981. The call center is available 8:00 a.m. to 5:00 p.m., Monday through Friday.

Which utilities are eligible for financial assistance under the Program?

Eligible utilities include:

  • Electricity
  • Gas
  • Portable Fuel
  • Water (for evaporative cooling from May 1st to October 31st).

Sewer and trash removal are not eligible for assistance. Telecommunication services, such as telephone, cable, and internet service costs are not eligible for assistance.

What kind of homes are eligible for this program?

LIHEAP is available to residential renters and owners. A residence must be at a fixed address (i.e. a location that does not move, such as a home, manufactured housing, apartment, etc.)

Is the disconnection moratorium still in effect?

In April 2021, The Arizona Corporation Commission passed the final package of termination of services rules. The rules allow electric utilities to choose between two disconnection options during periods of extreme weather: if the forecasted temperature is above 95°F or below 32°F, or they can choose to continue utilizing the June 1 through October 15 disconnection moratorium period.

What if I am in the Address Confidentiality Program?

Participants in the Arizona Address Confidentiality Program (ACP) may apply for and receive LIHEAP benefits. Your information will be protected according to the requirements set by state law.

See the Arizona Secretary of State (AZSOS) Address Confidentiality Program webpage for more information.

Eligibility

What is “categorical eligibility?”

Categorical eligibility means that a household automatically meets the income requirements for LIHEAP based on current enrollment in another qualifying DES Program. Currently, DES Cash Assistance and Nutrition Assistance recipients are categorically eligible for LIHEAP. Your reported income for your Cash Assistance or Nutrition Assistance application will be used for your LIHEAP application. Categorically eligible households must still meet all other program eligibility requirements.

Am I eligible if I or a member of my household is currently receiving other utility assistance?

If you or a member of your household received or is currently receiving benefits from another utility assistance program for the same period and same purpose as requested in the LIHEAP application, you will not be eligible for benefits.

Additionally, if you are a tenant in federally subsidized housing and receive a utility credit or utility allowance that is greater than the cost of your monthly utility cost, you may not be eligible.

Can I receive benefits through the LIHEAP if my residence is on Tribal territory?

Yes, Applicants who reside on tribal land are eligible to apply for LIHEAP assistance if they have first applied through their Tribal Social Service office for assistance. If the applicant is denied or services are not offered, or if they are approved for benefits but have a remaining utility balance, they may apply through the DES portal. Please submit an Applicant Statement of Tribal LIHEAP Denial with your application.

What is a qualified non-citizen?

A “qualified alien” as defined by the Personal Responsibility and Work Opportunity Reconciliation Act of 1996 (Pub. L. 104-193, 8 U.S.C. § 1641(b), see also, Federal Register notice dated August 4, 1998 (63 FR 41657), who is not a citizen of the United States but is eligible for state and local public benefits programs based upon enumerated criteria. Qualified Non-citizens may fall into any of the following categories: Lawful/legal permanent residents; asylees; refugees; noncitizens paroled in the U.S. for at least one year; noncitizens whose deportations are being withheld; noncitizens granted conditional entry (prior to April 1, 1980), battered noncitizen spouses, battered noncitizen children, the noncitizen parents of battered children, and children of battered parents who fit certain criteria; Cuban/Haitian entrants; Compacts of Free Association citizens lawfully residing in the U.S.; or victims of a severe form of trafficking. More information on qualified non-citizen status is available here.

Applications

What is ID.me?

ID.me is a federally certified credential service provider that assists government agencies, healthcare platforms, financial institutions and other businesses in verifying their users’ identities. If you would like more information on how to use ID.me, check out this ID.me Smartphone Help Guide video or visit help.id.me.

Please view our helpful guide to frequently asked questions about ID.me for setting up your ID.me account and completing the verification process.

What is the A-to-Z Arizona Portal?

A-to-Z Arizona is your secure connection to Arizona services. This system replaces the previous LIHEAP online application while also providing information on other programs and state services, and allows you to manage all your benefits in one place. A-to-Z Arizona is available 24/7. All you need is internet access on your computer or mobile device.

May I use a paper application to apply?

Applications should be initiated and completed through the A-to-Z Arizona Portal. This is the best and quickest way to receive assistance. All communications are sent via email, and you can track your application status through this portal.

If you are unable to sign up through ID.me, you may still apply online as a guest or, you can use a paper application. You must still provide a valid photo identification and all required documents when applying in these ways.

The following links will take you to the corresponding paper application which you can download and submit by fax or U.S. mail using the information listed on the last page of the application. 

Low Income Home Energy Assistance Program

You may also request a paper application be provided to you by visiting your local Community Action Agency or calling the LIHEAP service line at 1-866 494-1981.

How do I determine how many individuals are included in my household?

A household is any individual or group of individuals occupying the same housing unit, regardless of age and/or relationship to each other. Only eligible household members (US Citizens or Qualified Noncitizens) are considered as part of the household size.

What is included when determining my household income?

Countable income for purposes of determining eligibility for the LIHEAP include:

  • Income from employment, including self-employment (includes wages, salaries, tips, etc.) as evidenced by a 1099 tax form or pay stubs
  • Unearned income, including but not limited to Income from SSA benefits, alimony, child support, gambling profits, retirement income
  • Income from Unemployment Insurance, including Pandemic Unemployment Assistance and Pandemic Unemployment Compensation
  • All other consistent income received from other sources
  • For a complete list of countable and uncountable income, please refer to section 1.9 of the Arizona LIHEAP State Plan.

Income from all household members who are 18 years or older, regardless of eligibility or citizenship status, is included in determining household income. Earned income of minor children is not considered as part of total annual household income.

If I receive DES Nutrition Assistance (SNAP) or TANF Cash Assistance benefits, does that count toward my income for this program?

Cash Assistance benefits count toward your household income. Nutrition Assistance benefits do not count toward your household income

What documents are needed to apply for assistance?

Required documents include:

  1. Proof of identity, which may include a clear and legible photo identification or other means of identification through id.me
  2. Energy Utility bill for each utility company. Energy Utility bills must show the Energy Utility company's name, the account number, the account holder's name, the service address, the amount due, and the utility company's payment address.

    Please call your utility company to request a statement if you do not have one.

    For SRP customers:

    SRP Credit Customers

    • See SRP sample bill
    • To obtain a copy of your most recent bill, log in to MyAccount
    • If you cannot obtain a copy of your most recent bill, call SRP at (602) 236-8888 (English) or (602) 236-1111 (Spanish)

    SRP M-Power Customers

    • See M-Power Customer Report Example
    • To request an M-Power Customer Report call SRP at (602) 236-8888 (English) or (602) 236-1111 (Spanish)
    • A screenshot from your M-Power app does not meet the LIHEAP program needs; please contact SRP to request this report
  3. Proof of income for all household members above the age of 18, which may include:
    • Most recent 30 calendar days’ worth of paystubs from the date of application
    • Social Security checks
    • Current Pension/Retirement Benefit letter
    • Unemployment Insurance statements
    • Current Annuity Payment letter
    • Statements from any other type of ongoing household income aside from SNAP benefits

    Note: Households that are categorically eligible based on current enrollment in DES Cash Assistance or Nutrition Assistance are not required to provide proof of income documents. Your income will be verified based on your existing information on file with DES from your prior application.

  4. Energy Utility Termination Notice (if you have received a shut-off notice or delinquent notice from your energy company)
  5. Statement showing Energy Utility allowance if you are living in subsidized housing, such as Section 8.
  6. Documentation for verifying U.S. citizenship or immigration status.

What file types can be uploaded?

PDF or JPEG files can be submitted. If a document is unclear, the agency will contact you to resubmit the information.

What are the various application statuses I might see when applying for the portal?

Application Statuses
Status Description
Pending Application is submitted but not yet reviewed
In Review Application is under review
Denied Application is not approved. You can request additional review or appeal this decision here.
Duplicate The application appears to be a duplicate and is under review
Need information The application requires additional documentation or information from the tenant
Hold - Identity Issue There is a problem with verifying the identity of the applicant
Approved The application is approved, and payments are in process
Disbursed Payment has been completed

What happens if there are questions about my application?

The LIHEAP Specialist working on your application may need further information or documentation in order to determine eligibility. If this happens, the Specialist will send a request through the online portal or contact you by phone. If there is no response or additional verification provided within 15 calendar days, the application will be closed. You can call our customer service line at 1-866 494-1981 to reopen your application.

Will I be notified if I am determined to be ineligible for assistance?

Yes. You will be notified by email if you are ineligible, and you may view the reason by logging into the portal.

Will I be notified if I am determined to be eligible for assistance?

Yes. You will be notified if you are eligible to receive assistance through the LIHEAP and will receive an email with confirmation a payment was made to the utility company.

How will my application information be used or shared?

Information provided on your application will be used for purposes of determining eligibility for utility assistance under the LIHEAP. Your sensitive information will be protected at all times. The rights of applicants participating in the Address Confidentiality Program (ACP) will be respected. Demographic information provided may be used for reporting purposes to the U.S. Department of Health & Human Services.

If I do not agree with the decision on my application, can I appeal?

You have the right to file a grievance when your application is not acted on in a timely manner or if you disagree with the application decision. LIHEAP grievances will be handled according to the Grievances Policy.

The fastest way to resolve disputes on your application is by requesting Administrative Review. Requests must be submitted within 10 calendar days from the date of the decision or untimely action using the LIHEAP Decision Review form. Your case will be reviewed by the DES administrative review team to determine whether program guidelines were applied correctly. You will be able to provide additional documentation or explanation during this process. The administrative review team will then issue a decision.

You also have the right to Appeal to the administrative courts, whether or not you have requested Administrative Review. Appeals must be submitted by emailing, faxing, or mailing this Appeal Request - English or  Appeal Request - Spanish within 20 calendar days of the initial decision, or within 20 calendar days of an Administrative Review decision. An administrative law judge from the Appellate Services Administration will review your case and any supporting information you provide before issuing a decision on your Appeal.

Benefits

How much can eligible applicants expect to receive in assistance?

Eligible households may receive up to $640 once per year. Additionally, applicants may receive up to $500 in supplemental benefits in applicable crisis situations.

Payments may be made to the utility company or the applicant directly (if the utility company or landlord cannot be paid directly).

How will I receive the assistance?

The assistance will be paid directly to your utility provider, who will receive a direct deposit into their bank account. You may be paid personally if your utility company or landlord cannot be paid directly.

What is Crisis Assistance?

A crisis is a situation that requires immediate intervention. Crisis Assistance is limited to 1 payment per 12 months. Regular LIHEAP benefits must be exhausted before a crisis payment can be applied. Crisis Assistance can be categorized as a Regular Crisis or a Life-Threatening Crisis.

A Regular Crisis occurs when an applicant meets one of the following conditions:

  • Household has received a utility shut-off or delinquency notice.
  • The Regular LIHEAP benefit payment does not pay the full amount of the applicant’s bill.
  • The household has received an eviction notice (only when utilities are included in their rent);
  • The household uses portable fuel or pre-pay utility service, and has 7 days or less of energy available.

A Life-Threatening Crisis occurs when an applicant meets both of the following conditions:

  • The termination of power or exposure to heat or cold would be dangerous to the health of a household member.
  • Life supporting equipment used in the home is dependent on utility service for operation.

Crisis applications receive expedited processing. Eligible applicants can receive additional funds to resolve the crisis. Verification is required if requesting a Crisis Assistance payment.

Will I need to report any funds received from this program as income?

No. Any funds received under this program cannot be counted as income for the applicant’s tax reporting or for purposes of determining eligibility for any other public assistance programs.

My residence uses more than one type of energy utility and I need assistance paying expenses for each. Is this allowed?

Yes. LIHEAP benefits may be used for multiple energy utilities. When completing a LIHEAP application, you must indicate the order in which benefits will be paid to each utility by selecting a numbered priority from Priority 1 (highest priority) to Priority 5 (lowest priority). The highest priority energy utility with a remaining balance will be paid first. If the LIHEAP benefit can pay the full balance for Priority 1, leftover benefits will be applied to Priority 2, and so on until the full benefit has been paid. If all of your energy utilities are paid in full, any leftover amounts will be paid to your Priority 1 benefit as a credit toward future bills.

For example, you requested LIHEAP assistance for electricity, gas, and portable fuel expenses, and set Priority 1 (gas), Priority 2 (electricity), and Priority 3 (portable fuel) on your application.

  • Your LIHEAP benefit will be paid to the gas bill first, as this was set as Priority 1.
  • If the gas bill can be paid in full, any leftover LIHEAP benefit will be paid to Priority 2 (electricity).
  • If the electricity bill can be paid in full, any leftover LIHEAP benefit will be paid to Priority 3 (portable fuel).
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