Specifications include, but are not limited to: SMUD will solicit for, and collect voluntary contributions from its residential and commercial customers on behalf of the participating agencies. SMUD will forward donations to the participating community agencies on a monthly basis. Through an established process, the community agencies will use the donations to make payments toward electricity accounts on behalf of qualifying SMUD customers. Agencies will meet with customers and either determine eligibility for bill assistance based primarily on their SMUD bill or solely use SMUD’s provided list of eligible customers, and assist customers in completing required documentation. SMUD will provide qualifying criteria to the agencies and training in bill payment procedures and use of SMUD’s online Agency Portal. Agencies will utilize SMUD’s online Agency Portal to access customer account information to determine if customers have received the maximum allowable assistance in the previous 12 months, and confirm that the amount of assistance from the SMUD program provided by the agency will prevent a disconnect for non-payment or allow for a reconnection of service. SMUD will apply to the customer’s account the payment committed by the Agency through the Agency Portal and stop disconnect action or initiate reconnection of service. The Agency will pay SMUD for all commitments on a monthly basis utilizing the funds previously provided by SMUD which were obtained through EnergyHELP donations. If requested by SMUD, the Agency shall provide annual financial statements for the previous two years and a copy of the most recent third-party audit. 1. EnergyHELP assistance agencies are solicited to provide EnergyHELP assistance functions as described below. 2. The Agency will rely solely on SMUD to promote and market the enrollment/contribution aspect of the SMUD EnergyHELP program. 3. The Agency will use only funds provided by SMUD’s EnergyHELPprogram in this bill assistance process, and will make separate payments for bill assistance from other funding sources. 4. The Agency will provide and maintain location(s)/commercial/retail business office(s) to meet with customers in the SMUD service area. 5. The Agency will be available to communicate with SMUD’s agency desk by phone and/or e-mail within a sufficient amount of time to assure immediate action on the customer’s behalf, whenever necessary. SMUD’s agency desk hours are Monday through Friday from 8 am to 4 pm. 6. The Agency will be willing to make appointments in advance and at set times. 7. The Agency will assist customers with the completion of EnergyHELP applications and all required documentation. 8. The Agency will determine customer eligibility based on program guidelines provided by SMUD. All agencies will use the same guidelines and will provide customer education on SMUD’s Energy Assistance Program Rate (EAPR), Medical Equipment Discount Rate (MED Rate) as appropriate, and the federally funded Low Income Home Energy Assistance Program (LIHEAP). 9. The Agency will help enroll eligible customers for SMUD’s Energy Assistance Program Rate (EAPR), which provides a rate discount for low-income customers. Agency representatives will assist all EnergyHELP applicants in completing EAPR applications (which are also utilized as income verification documentation), and will forward income documents based on SMUD’s direction.