How do I apply for HEAP?
The first step is determining which HEAP program best fits your needs. Please refer to our HEAP Guide to explore available programs, eligibility requirements, and application instructions.
Can I apply online or over the phone?
To apply for the Percentage of Income Payment Plan, a customer must visit the Ohio Job and Family Services webpage, scroll down halfway, and choose the “online” option from the dropdown.
Those interested in emergency energy assistance because of a disconnection notice or a need to have service restored will need an appointment in order to receive service. Phone appointments are available Monday through Friday from 8:00 a.m. to 4:00 p.m. You can make an appointment via phone at (216) 480-HEAP, or you can schedule online at https://stepforward.itfrontdesk.com.
Most appointment slots are secured very quickly. Due to the volume of requests for assistance, we encourage everyone who can't secure an appointment right away to keep trying. If your utilities are off and you still cannot secure an appointment, please join the Reconnection Waitlist.
To reduce the length of an appointment or a determination of eligibility, individuals should upload all required documents. Customers need to have all necessary paperwork uploaded in order to receive assistance at the time of appointment. If additional documentation is required, the intake worker will provide the customer with instructions on the next steps.
In compliance with our funding and in support of information security, the agency does not accept, respond to, or process energy assistance applications emailed to us at any agency email address. Customers are reminded to not email personal financial information, as the information may cross unsecured networks.
What information is needed when applying for energy assistance?
Please read the PDF here for a complete list of required documents. If your service has been off for 10+ days, you may be required to collect additional documentation. A HEAP representative will guide you in collecting those documents.
What should I do if I urgently need an appointment, but none are available?
Step Forward uses an automated scheduling system to offer appointments on a first-come, first-served basis, following State of Ohio program guidelines.
During seasonal crisis periods, new appointments become available on weekdays at 8:00 a.m. Additionally, appointments may become available throughout the day if cancellations occur.
Most appointment slots are secured very quickly. Due to the volume of requests for assistance, we encourage everyone who can't secure an appointment right away to keep trying. If your utilities are off and you still cannot secure an appointment, please join the Reconnection Waitlist.
Can I submit my HEAP documents by email?
All required documents must be uploaded at least five days prior to a customer’s crisis appointment. Please upload your documents via the online scheduler.
Step Forward’s Energy Assistance Services uses a documents-upon-request system for crisis appointment clients. Any previous HEAP document email addresses are no longer active.
Can I email Step Forward’s Energy Assistance Services team to make a service request or ask a general question?
We operate by appointment for service requests and are currently unable to accept general questions via email due to staffing limitations.
For general inquiries, please call (216) 480-HEAP (4327) and press 0 to speak with a client navigator.
What should I do if I don’t have internet access and need to schedule a crisis appointment?
Internet access is not required. If you do not have internet, you can schedule an appointment by phone at (216) 480-HEAP (4327).
Who can I contact for information about the HEAP application process?
For questions about the application process, contact the Ohio Department of Jobs and Family Services at (614) 466-6282.
How is the state changing the login process for the Ohio Benefits and Energy Assistance portals, and how does it affect me?
The State of Ohio is updating the login process for several online services, including Ohio Energy Assistance.
Effective 2025, the Ohio Benefits Self-Service Portal requires users to create an OH|ID - a secure, single sign-on used across Ohio state services.
To avoid delays in accessing your benefits, including those through the Home Energy Assistance Program, we encourage you to set up your OH|ID as soon as possible.