When applications open, demand arrives all at once. Fortell helps households navigate screening, intake, documents, and next steps—so your LIHEAP team can focus on reviewing files, resolving exceptions, and helping people keep their utilities connected.
A caller wants to know whether applications are open. Another has a disconnect notice. A third has submitted an application but doesn't know whether the right income documents arrived. These are different needs, yet they often reach the same small team.
Every missing pay statement, unclear instruction, and repeated status call creates more work around the application. For households juggling irregular income, work, childcare, and limited connectivity, another office visit or unanswered call can become another barrier.
Program workflow
Example
Evidence
LIHEAP · Customer-reported
In its first month, NADC reported approximately 40% of applications arriving after hours or on weekends, alongside 217 submitted applications with an identified county. Application information and uploaded documents flow into CAP60 for staff review. [1]
LIHEAP · Customer-reported
OlyCAP reported Q1 LIHEAP service delivery increasing from $300,000 in 2025 to $375,000 in 2026—a 25% year-over-year increase—alongside a reduction of two FTEs. This is not an independently established causal effect or guaranteed saving. [2]
Sector perspective
Roger Pavey · Transcript-selected playback window
Questions to discuss
The workflow is configured around your agency's approved requirements, service area, documentation, and seasonal changes. Complex or uncertain cases go to your team.
Fortell supports screening and the administrative steps around an application. Your authorized staff and systems retain responsibility for eligibility and benefit decisions.
Use the agency's current approved message and next steps. Do not invite a household to expect funding or an appointment that is not available.
Implementation
These are proposed measures for implementation—not existing Fortell results.
Sources reviewed September 20, 2026. Historical statistics are identified by their original data or publication dates.
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