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Step Forward launches new automated phone line for utility assistance clients

Step Forward is excited to announce the launch of a new automated phone number for utility assistance and Home Energy Assistance clients: (216) 480-HEAP (4327). Additionally, individuals calling Step Forward’s main phone line will be seamlessly routed to this service when requesting energy assistance.

A HEAP employee speaks with a client.

To date, Step Forward’s one-year pilot program in partnership with United Way’s 211 has proven to be a vital resource for Cuyahoga County residents seeking information about available assistance programs. While the call center partnership has concluded, the impact of this collaboration has been significant. The dedicated 211 team at United Way provided exceptional support, directly assisting more than 1,000 callers daily. Client feedback and data analysis have confirmed that the pilot project was highly beneficial for those seeking utility assistance.


“The 211-team demonstrated remarkable ingenuity in managing consistently high call volumes and provided tremendous support throughout the partnership,” Jackie Boehnlein, Step Forward’s Vice President of Community Services, said. “United Way was more than just a service provider; the organization generously shared its service philosophies and expertise, for which we are immensely grateful.”


Data collected over the past year has enabled Step Forward to enhance how utility assistance clients interact with and receive support from our agency.


“We gained valuable insights, such as the actual time it took to handle each call and the number of attempts callers made before connecting,” Boehnlein explained.


In response to these insights, Step Forward has launched its new automated phone line. This system is designed for efficient first-call response using voice-over internet protocols that automatically scale during peak call times. The service is expected to handle between 600 and 900 calls per day.

HEAP employees assist clients.

Due to high call volume, the contact center will not take messages or return calls. Callers will navigate the system using a dial pad or voice commands, and the system will repeat any recorded message as often as requested.


HEAP provides one-time credits to low-income utility customers to alleviate energy cost burdens. The crisis component of HEAP assists clients who have had their service shut off or have received a disconnection notice. Step Forward serves more than 23,000 Cuyahoga County households with utility assistance.

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This website is supported by Grant Number 60 from the Office of Head Start within the Administration for Children and Families, a division of the U.S. Department of Health and Human Services. Neither the Administration for Children and Families nor any of its components operate, control, are responsible for, or necessarily endorse this website (including, without limitation, its content, technical infrastructure, and policies, and any services or tools provided). The opinions, findings, conclusions, and recommendations expressed are those of Step Forward and do not necessarily reflect the views of the Administration for Children and Families and the Office of Head Start.

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