Specifications include, but are not limited to: Fully administer the WHEAP in accordance with the WHEAP Operations Manual and Home Energy Plus (HE+) Furnace Manual To efficiently and accurately determine eligibility for applicants and process benefit/service requests in a policy compliant and timely manner Provide case management for all customers To operate various site(s) through Outagamie County in order to provide sufficient access to County residents Provide a local or toll‐free telephone number that people can call, year‐round, to inquire about the Home Energy Plus programs Maintain a 24/7 crisis toll free contact number for evenings and weekend emergencies Provide a public site with information regarding WHEAP. It shall include, but is not limited to, application requirements, application site(s) and hours of operations and emergency/after‐ hours procedures Authorize payments, fuel delivery, and/or disconnection prevention to eligible individuals to meet emergency energy needs Provide eligibility for and administration of the HE+ Furnace Program Annually complete the DEHCR required Crisis Plan and Program Operations and Community Services Plan Implement and maintain an HE+ compliant General Quality Assurance Plan and Furnace Quality Assurance Plan