Appeal procedures vary by program and service. 

HEAP/Crisis Assistance/PIPP

Clients have 30 days from the date they receive their benefit notification to appeal decisions regarding their Energy Assistance Application for the Home Energy Assistance Program (HEAP), Winter Crisis Program (WCP), Summer Crisis Program (SCP), and Percentage of Income Payment Plan (PIPP).

Clients must be informed of this right when they receive their application and again in their notification letter.

Clients may appeal more than once during the same/current program year. Clients may also appeal if their application is not decided within 12 weeks.

Grounds for Appeal

  • Energy Assistance Application was denied 
  • Application was not approved or denied within 12 weeks, unless the delay resulted from the client's failure to provide necessary and reliable documentation 
  • Disagreement with the benefit or installment amount
  • Household composition changed since the application was submitted
  • Income changed since the application was submitted

  • The utility provider changed or is incorrect

     

Level 1: Written Appeal

Clients have 30 days from the date they received their benefit notification to appeal decisions regarding their Energy Assistance Application. Appeals must be submitted in writing with supporting documentation.

Email: appeals@stepforwardtoday.org

Mail:

Step Forward
ATTN: Integrity and Compliance Coordinator
2203 Superior Avenue
Cleveland, Ohio 44114

Step Forward will complete the appeal review within 30 days of the request and notify the client within 10 days of the decision.

Level 2: Local Hearing

If a written appeal is denied, the client may request a formal hearing within 30 days by email or mail.

Email: appeals@stepforwardtoday.org

Mail:

Step Forward
ATTN: Integrity and Compliance Coordinator
2203 Superior Avenue
Cleveland, Ohio 44114

Step Forward will schedule a hearing within 30 days of the request. A Hearing Officer who was not involved in the decision being appeal will review the matter. The client will be notified of Step Forward's decision within 10 days of the hearing.

Level 3: State Appeal

Following a Local Hearing denial, the client may submit a written State Level Appeal to the Ohio Department of Job and Family Services (ODJFS) within 30 days of Step Forward's final hearing decision. ODJFS reviews appeals denied at both local levels that contain new information or information not previously considered. 

Email: CommunitySupportServices@JFS.ohio.gov

ODJFS will make a decision within 30 days of receiving the appeal and notify the client within 10 days of its decision.

Level 4: Federal Appeal

Following a State Level Appeal determination, the client may submit a written Federal Level Appeal to the U.S. Department of Health and Human Services, Administration for Children and Families.

Mail:

U.S. Department of Health and Human Services
Administration for Children and Families
Office of Community Services/Division of Energy Assistance Program (LIHEAP)
Mary E. Switzer Building, 5th Floor
330 C Street, SW 
Washington, D.C. 20201

Fax: (202) 401-5661

Opportunity Centers

Denial appeals for Step Forward's Opportunity Center services are received and processed by the OC site administrators. 

The appeal request is required to contain all of the following information to be properly filed:

  • Client's name, address, telephone number
  • Reason for the appeal
  • Supporting documentation
  • Client's signature

A written appeal must be submitted with supporting documentation to:

Step Forward OC Appeal
ATTN: OC Coordinator
1801 Superior Avenue, 4th Floor
Cleveland, Ohio 44114