Maryland People’s Counsel

Resource GuideResource GuideUtility Bill Assistance inQueen Anne’s County

Maryland People’s Counsel6 St. Paul Street, Suite 2102

Baltimore, MD 21202410-767-8150

1-800-207-4055MD Relay Services: 711

Web Site:www.opc.state.md.us

Contents

1-2-3: Utility Bill Assistance at a Glance.......................... Page 1

Electric and Gas Utility Programs.................................... Page 2

Energy Assistance Programs - OHEP.............................. Page 3- Maryland Energy Assistance Program (MEAP)- Electric Universal Service Program (EUSP)- EUSP Weatherization- Appliance Repair and Replacement

Documents Needed and Income Guidelines................... Page 4

Energy Assistance Programs - DSS............................... Page 5- Emergency Assistance to Families with Children (EAFC)- Flex Funds- Welfare Avoidance Grant (WAG)- Special and Local Funds

Offices on Aging.............................................................. Page 5

Energy Assistance - Other Funds.................................... Page 6- Fuel Funds- Federal Emergency Management Assistance (FEMA)

Conservation and Housing Programs.............................. Page 7

Tax Credits....................................................................... Page 8

Telephone Bill Assistance................................................ Page 9

Utility Bill Assistance Flowchart....................................... Page 10

Complaint Form............................................................... Page 1112 & 13

Physician’s Certification................................................... Page 14

1-2-3 Utility Bill Assistance at a Glance

1. Apply for MEAP and EUSPenergy assistance

Limited income customers may be eligible for twostate programs that can help pay off utility bills. Youcan apply for these programs on the same applica-tion.

Maryland Energy Assistance Program (MEAP)distributes funds for gas, oil, electricity and otherhome heating and cooling bills to limited incomeindividuals and families.

Electric Universal Service Program (EUSP) is anew program that helps low-income electricity cus-tomers pay their current and past due electricitybills. Some customers who are not eligible forMEAP are eligible for EUSP.

Enrollment in these programs is not automatic. Youmust meet eligibility requirements and apply in per-son at a local assistance agency. Local assistanceoffices are listed in this guide. For locations in othercounties, contact the Maryland Office of HomeEnergy Programs (1-800-352-1446).

Important! If you have received a shut-off noticeand someone in the home is seriously ill or needslife support equipment, contact the utility immedi-ately. You must send a physician’s certificationabout the condition to the utility. A copy of thephysician’s certification is included in this packet.

The Office of People's Counsel is here to help you. Contact our office if you are having problems resolving adispute with your utility, need help getting energy assistance or if you have questions about the law, regulationsor process for filing consumer complaints.

2. Ask about other energy assistance funds

You may be able to get additional assistance from alocal Fuel Fund, or other state or local programs.Information about some of these funds is included inthis packet. Ask for a phone number or referral whenyou apply for energy assistance.

3. Try to work out a paymentarrangement

You may still owe money to the utility even if youreceived energy assistance. Also, if your income ishigher than the guidelines, you will not be eligible toreceive EUSP or MEAP funds.

You should contact the utility to work out a reason-able payment plan for the past-due amount. If youtry to work out a payment arrangement and are notsuccessful, contact the Public Service Commissionat 410-767-8028 to make a complaint. The PSCcomplaint form is enclosed in this packet.

You may be able to get help from local agencies thatwork with senior citizens, persons with disabilitiesor faith-based organizations, particularly if you havehad a household emergency such as a job loss, jobinjury or high medical bills. Ask your local assis-tance agency about these programs.

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QUEEN ANNE’S COUNTY RESOURCE GUIDEElectric and Gas Utilities

Electric

BUDGET BILLING (EVEN MONTHLY PAYMENTPLAN). The utilities offer an even monthly payment plan,which allows the customer to pay the same amount everymonth. The monthly payments are based on expected annualusage. This amount is changed periodically if the customeruses more or less gas or electricity than anticipated. The pro-gram does not eliminate monthly changes in the bill, but itdoes smooth them out. This program is especially helpful if acustomer wants to maintain a fixed amount of expensesthroughout the year.

BILL EXTENDER PLAN. The utility is required to adjust acustomer's bill due date if he or she receives monthly incomethrough Social Security or through a government-sponsoredassistance program. This can help avoid late payment fees,since a customer can pay the bill after receipt of his or hermonthly income.

UTILITY SERVICE PROTECTION PROGRAM(USPP). USPP is a program designed to protect house-holds from utility service terminations during the winter.The program, established by the Public ServiceCommission, is available to MEAP recipients, and providesassistance, such as reconnection fee and security depositwaivers, to eligible off-service customers. A customer mustenroll in the company's even monthly payment plan andapply the MEAP grant to the heating company bill.

DISPUTES WITH THE UTILITY. A customer shouldcontact the utility first to request information or resolve adispute. If it is not resolved, a customer may file a com-plaint:

PUBLIC SERVICE COMMISSION OF MARYLAND6 ST. PAUL STREET, 12th FLOORBALTIMORE, MARYLAND 21202410-767-80281-800-492-0474www.psc.state.md.us/psc

Electric and Gas Utility Programs

Energy Assistance - U

tility

2

PAYMENT ARRANGEMENTS WITH THE UTILITY.A customer who is having difficulty paying gas or electricbills should ask the utility about a payment plan to pay past-due bills over time. A deferred payment plan should take acustomer's individual circumstances into account, includingother available assistance, income and the amount owed. Ifthe utility will not work with the customer to establish rea-sonable payment arrangements, the customer may contact thePublic Service Commission’s Office of External Relations torequest help mediating acceptable payment arrangementterms:

PUBLIC SERVICE COMMISSION OF MARYLAND6 ST. PAUL STREET, 12th FLOORBALTIMORE, MARYLAND 21202410-767-80281-800-492-0474www.psc.state.md.us/psc

CHOPTANK ELECTRIC COOP.P.O. BOX 430DENTON, MARYLAND 21629-04301-877-892-0001www.choptankelectric.com

CONECTIV800 KING STREETP.O. BOX 231WILMINGTON, DE 19889-02311-800-375-7117www.conectiv.com

MARYLAND ENERGYASSISTANCE PROGRAM (MEAP)

MEAP is an energy assistance program that helps low-income households with their heating bills. The program,administered by the Office of Home Energy Programs(OHEP), is available to homeowners and renters whomeet the income requirements and heat with electricity,gas, oil, propane, wood or other fuels. The program pro-vides an annual grant that varies depending on householdsize, household income and type of home heating source.

ELECTRIC UNIVERSALSERVICE PROGRAM (EUSP)

EUSP is a new program which helps low-income electrici-ty customers pay their electricity bills. The program isavailable to homeowners and renters who meet theincome requirements, which are the same as the guide-lines for MEAP. Some customers, who are not eligiblefor MEAP because they are in subsidized housing, may beeligible for EUSP. The program includes bill assistance,retirement of certain old bills, and weatherization services.The program provides an annual grant which is appliedthrough an even monthly payment plan with the electriccompany. Therefore, EUSP recipients are currentlyrequired to enroll in budget billing.

EUSP - WEATHERIZATION

The EUSP program includes weatherization services for alimited number of EUSP customers. The services areintended to reduce electricity use and electricity bills for ahousehold. The services are available for homeownersand in certain instances, to renters. A person applies forthis with EUSP and MEAP.

APPLIANCE REPAIR AND REPLACEMENT

FURNACES

This program is delivered through DHCD’sWeatherization Assistance Program (WAP) delivery serv-ice network (see page 7). Limited funds are available forhomeowners who meet the MEAP income guidelines.The program helps to replace inoperable boilers and fur-naces or ones that operate at an efficiency level below70%. Eligible renters having problems with their furnacesmay contact the local housing inspection office, if avail-able.

An applicant should contact the local energy office for allOHEP appliance programs. If the person has an emer-gency (i.e., defective or inoperable furnace), he or sheshould inform the agency staff person.

QUEEN ANNE’S COUNTY RESOURCE GUIDE

QUEEN ANNE'S COUNTY DEPARTMENT OFHOUSING AND COMMUNITY SERVICES107 N. LIBERTY STREETLOWER LEVELCENTERVILLE, MARYLAND 21617DAVID TURNER410-758-3977

If a customer has questions or concerns aboutMEAP/EUSP or the status of an application, thecustomer may call:

DHR CONSTITUENCY SERVICES410-767-71401-800-332-6347

ORDHR ENERGY ASSISTANCE HOTLINE1-800-352-1446

Energy Assistance - O

HEP

Energy Assistance Programs - OHEP

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QUEEN ANNE’S COUNTY RESOURCE GUIDE Docum

ents Needed and Incom

e Guidelines

Documents Needed and Income Guidelines

A person may apply for both MEAP andEUSP (including weatherization) andDHCD's weatherization program (seepage 7) with one application.

MEAPGUIDELINES FOR 2003-2004

These guidelines are used for many energy programs,including MEAP, EUSP, Weatherization and FuelFunds. Gross income refers to income before taxes.

DOCUMENTS NEEDED WHEN APPLYING FOR ASSISTANCE

A customer should plan to bring the following informationwhen applying for grants or other assistance:

1. Identification. Driver's license or Maryland ID or employment ID or DSS ID or Green Card.

2. Proof of Residence. Property tax bill or lease or rentbook or current bills mailed to the billpayer’s address.

3. Proof of Income. Examples: Pay stubs (last 4-7weeks), unemployment insurance check stubs, benefitletter (TCA, SSI, SSDI, VA, Social Security), pensionbenefits, disability check, worker's compensation, anyother receipt of income.

4. Social Security Cards. All members of the householdover age 2.

5. Energy Usage. Electric bill, gas and other fuel bills,turn-off notice.

6. Landlord Information. Name, address and telephonenumber.

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Number of GrossHousehold MonthlyMembers Income

1 $1,1232 $1,5153 $1,9084 $2,3005 $2,6936 $3,085

Each additionalperson add: $393

EMERGENCY ASSISTANCE TO FAMILIES WITHCHILDREN (EAFC)

EAFC is an emergency grant program that provides fundsfor household emergencies, including utility bills. Theprogram is available to families with one or more childrenunder the age of 21, who are related to and reside with theapplicant, and can only be used once every 12 months. Aperson does not have to be receiving any state assistanceto apply for an emergency grant. However, he or shemust document individual circumstances.

FLEX FUNDS

Flex Funds are monies provided to all local departmentsof social services to maintain or reunify children withtheir families. These monies are available for a variety ofneeds, but the goods and services purchased must berelated to the child's or family's plan for service. FlexFunds are often issued for utility bills.

WELFARE AVOIDANCE GRANT (WAG)

These grants may be available to a person who hasapplied and is eligible for Temporary Cash Assistance(TCA). The grant is intended to address household emer-gencies or other needs, if circumstances would prevent ahousehold member from gaining or continuing employ-ment. A grant usually is awarded in an amount equal to 3months or less of assistance benefits. Any person whoreceives the grant must forego TCA for the number ofmonths covered by the grant.

QUEEN ANNE’S COUNTY RESOURCE GUIDE Energy Assistance - D

SS and Offices on A

ging

Energy Assistance Programs - DSS

SPECIAL FUNDS OR LOCAL FUNDS

Special Funds, or "Local Funds" are charitable or localfunds administered by local DSS offices. These funds areavailable for household emergencies and are usually allo-cated based upon a household's income and level of need.These funds are not part of any federal or state-mandatedprogram and thus may not always be available.

Offices On AgingThis office has no specific emergency grant program,although it sometimes receives donations and matchingfunds from other organizations. These funds are allocatedbased on need.

QUEEN ANNE'S COUNTYDEPARTMENT OF AGING104 POWELL STREETCENTREVILLE, MARYLAND 21617410-758-0848

QUEEN ANNE'S DSS120 BROADWAYCENTREVILLE, MARYLAND 21617VIRGINIA INGLING410-758-8000

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DEPARTMENT OF SOCIAL SERVICES (DSS)

Each local DSS agency has discretion to allocate thefunds described below in different ways. All of thesefunds may be available to assist households with children.Flex Funds and Local Funds may be available to singleadult households and particularly older adults (possiblythrough Adult Protective Services). If a customer current-ly is not receiving services through DSS (e.g., TCA,TEMHA), he or she can still contact the local DSS agencyfor possible assistance with housing and energy emergen-cies. Please note that all of these grants are highly discretionary.

If a customer has questions or concerns aboutthese funds or the status of an application, thecustomer may call:

DHR CONSTITUENCY SERVICES410-767-71401-800-332-6347

FUEL FUNDS

Local Fuel Funds offer financial assistance to limitedincome individuals with energy-related emergencies. Fuel Funds generally use EUSP/MEAP income guide-lines for eligibility. Certain Fuel Funds may permit a one-time waiver of the income eligibility requirement,based on individual circumstances. Most Fuel Fundscombine a grant from private funds with (1) a customercontribution, and (2) a matching credit from a utility or its ratepayers. Fuel Funds provide limited grants after a customer has contacted or obtained help from other programs.

The Good Neighbor fund is completely funded byConectiv and serves Queen Anne's County. Grants fromthis fund can only be given to Conectiv customers thathave received disconnection notices, and exhausted allother energy assistance programs in their county such asMEAP, or DSS emergency funds. Eligible applicantsmust bring proof of income and their budget, the appli-cant's income, expenses for the last thirty days, as well asany denial letters for other energy assistance programs.The Good Neighbor Fund will give grants up to $150 toavoid utility disconnections. If an applicant's utility dis-connection bill exceeds $150, he or she will not receive agrant unless they can supply the balance.

QUEEN ANNE’S COUNTY RESOURCE GUIDE Energy Assistance - O

ther Funds

Energy Assistance - Other Funds

6

FEDERAL EMERGENCY MANAGEMENTAGENCY FUNDS (FEMA)

FEMA is the federal agency responsible for disaster reliefand distributing certain emergency funds to the state on anannual basis. These funds are available in certain localjurisdictions in Maryland, and may be available for a utili-ty emergency. FEMA funds are available in Queen Anne'sCounty for utility bills.

QUEEN ANNE'S COUNTY DEPARTMENT OFHOUSING AND COMMUNITY SERVICES107 N. LIBERTY STREETLOWER LEVELCENTERVILLE, MARYLAND 21617DAVID TURNER410-758-3977

GOOD NEIGHBOR FUNDQUEEN ANNE'S COUNTYHOUSING AND COMMUNITY SERVICES107 N. LIBERTY STREET, LOWER LEVELCENTREVILLE, MD 21617DAVID TURNER410-758-3977

DHCD WEATHERIZATION ASSISTANCE PROGRAM (WAP)

WAP is designed to assist limited income families withreducing their energy usage by providing installation ofenergy conserving measures, as well as offering furnacecleaning and tuning. WAP eligibility is based on MEAPguidelines. WAP is funded by the United StatesDepartment of Energy and is administered through thestate by the Department of Housing and CommunityDevelopment (DHCD).

DHCD SPECIALLOANS PROGRAM

The Special Loans Program administers the MarylandHousing Rehabilitation Program. This program providesfunds to limited income homeowners to improve the basiclivability of a home. The program may provide for struc-tural repairs and installation of energy efficiency meas-ures. The funds are available for single family owner-occupied properties and rental properties of one to fourunits.

RENTAL ASSISTANCE PROGRAM (RAP)

This program provides a monthly rental allowancetowards a person's rent for up to 12 months. It is avail-able to homeless individuals or limited-income house-holds with critical housing needs.

QUEEN ANNE’S COUNTY RESOURCE GUIDEConservation and Housing Programs

Conservation and H

ousing

UPPER SHORE AGING, INC.100 SCHAUBER ROADCHESTERTOWN, MARYLAND 21620CARL E. BURKE410-778-6000

QUEEN ANNE'S COUNTY COMMUNITYDEVELOPMENT OFFICEP.O. BOX 327CENTREVILLE, MARYAND 21617410-758-3977

QUEEN ANNE'S COUNTY DEPARTMENTOF HOUSING & COMMUNITY SERVICES107 N. LIBERTY STREETLOWER LEVELCENTREVILLE, MARYLAND 21617410-758-3977

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EARNED INCOME TAX CREDIT

The Earned Income Tax Credit (EITC) is a special taxcredit for limited income workers. A person may be eligi-ble for a tax credit even if he or she does not owe anytaxes. However, a tax return must be filed.

CHILD TAX CREDIT

The Child Tax Credit is a special tax credit for limitedincome families. A person may be eligible for this taxcredit of at least $600 per child even if he or she does notowe any taxes. However, a tax return must be filed.

FREE TAX SERVICES

To take advantage of various tax credits, there are free taxservices for elderly, disabled, non-English speaking, andlimited income households.

QUEEN ANNE’S COUNTY RESOURCE GUIDE Tax Credits

Tax Credits

INTERNAL REVENUE SERVICE1-800-829-1040

STATE OF MARYLAND1-800-638-2937

RENTER'S TAX CREDIT

The Renter's Tax Credit (RTC) is a tax credit offered tolimited income renters. Eligible renters include limitedincome persons who are (1) under age 60, or (2) 100%disabled. All renters aged 60 and over are eligible. Theapplication and documents must be received bySeptember 1 of each year

HOMEOWNER'S PROPERTY TAX CREDIT

This credit is available to Maryland homeowners whoseproperty taxes exceed a fixed percentage of their incomes.The program is available to qualified homeowners regard-less of age. The application and the documents mustbe received by September 1 of each year.

STATE DEPARTMENT OF ASSESSMENTS ANDTAXATION301 WEST PRESTON STREET, ROOM 900BALTIMORE, MARYLAND 212011-800-944-7403www.dat.state.md.us

STATE DEPARTMENT OF ASSESSMENTS ANDTAXATION301 WEST PRESTON STREET, ROOM 900BALTIMORE, MARYLAND 212011-800-944-7403www.dat.state.md.us

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AARP TAX-AIDE1-888-227-7669

1st CALL FOR HELP1-800-492-6618

QUEEN ANNE’S COUNTY RESOURCE GUIDE

Telephone Bill A

ssistance

Telephone Bill Assistance

9

TEL-LIFE

Tel-Life is a low-cost discount telephone service providedby Verizon. This service is limited to customers whoreceive TCA, TEMHA, SSI or PAA benefits.

Verizon charges $0.66 for the the phone line, whichincludes the first 30 calls free. After 30 calls, the customeris billed at $0.08 per call. The $5.00 Federal SubscriberLine Charge also is waived, although special fees for 911and Universal Service must be paid. Customers who donot have phone service with Verizon pay $24 for the con-nection, which is half of the usual line connection chargeof $48. Customers who have trouble reading, seeing orhearing may be eligible for other discounts.

Customers who owe Verizon $100 or more must makearrangements to pay their bill before Tel-Life will beestablished on their line.

Link Up America

This is a Federal plan that may pay half the cost of gettingnew Tel-Life or other phone service hooked up.

To get an application or to get more information, call

1-800-525-0145

To apply for Tel-Life/Link Up America, fill out theapplication and MAIL it (don’t take it) to:

DEPARTMENT OF HUMAN RESOURCESTEL-LIFE UNIT311 W. SARATOGA STREETBALTIMORE, MD 21201

DHR will determine eligibility. If the customer is eli-gible, DHR will send the application to Verizon.Once the approval is received, Verizon will contactthe customer to arrange for connection of the service.The process takes approximately 30 days.

Tel-Life is helpful for a household that makes fewphone calls. See the examples in the chart:

If you make thismany local calls per

month:

30 or less

60 (2 calls per day)

90 (3 calls per day)

120 (4 calls per day)

180 (6 calls per day)

210 (7 calls per day)

You’ll pay this muchfor your phone line

and calls:

$0.66

$3.06

$5.46

$7.86

$12.66

$15.06

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CUSTOMERwith utility bill

EUSP(electric assistance)

ADULT SERVICEScontact for referral for:

Special Funds

ADULT SERVICEScontact for referral for:

Special Funds

DEPARTMENT OF SOCIALSERVICES

contact for referral for:EAFC

Special FundsFlex Funds

WAG

FEMA

PRIVATE CHARITIES

FUEL FUNDThis should be your

last stop to maximizefunds

OFFICES ON AGING

MEAP(heating assistance)

UTILITY COMPANY, AGENCY,ASSISTANCE PROVIDER

If customer needs further assistance and is:

OFFICE OF HOME ENERGYPROGRAMS (OHEP)

UTILITY BILL ASSISTANCE FLOWCHART

SINGLE, no children CHILDREN, in household ELDERLY

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12

13

Form SC-1

PHYSICIAN CERTIFICATION OF SERIOUS ILLNESS OR LIFE SUPPORT This is to certify that _______________________________ is a resident of: Street Address: ____________________________________ City, State, Zip: ____________________________________ Telephone Number: ________________________________ Relationship to Customer ___________________________ Account Number: __________________________________ THIS SECTION IS TO BE COMPLETED BY A LICENSED PHYSICIAN ONLY I hereby certify that termination of electric and/or gas service will either (check applicable box or boxes): aggravate an existing serious illness* or prevent the use of life support equipment by the person named above.** (Please print) Physician’s Name ___________________________________________ License No. ___________________________________________ Title ___________________________________________ Address ___________________________________________ ___________________________________________ Office Number _________________________Fax Number__________________ E-Mail Address (optional) _____________________________________ Physician’s signature _______________________________________Date _________ This medical certificate is only valid for a period not to exceed 30 days. * "Serious illness" means an illness certifiable by a licensed physician to be such that termination of service during the period of time covered by the certificate would be especially dangerous to the health of the person certified to be seriously ill. **"Life-support equipment" means any electric or gas energy-using device certified by a licensed physician as being essential to prevent, or to provide relief from, a serious illness or to sustain the life of the customer or an occupant of the premises.