LIHEAP Discovery Sprint

Problem

Low Income Home Energy Assistance Program (LIHEAP) is social safety net benefit program to help households, particularly those with the lowest incomes, maintain access to heating and cooling in their homes. LIHEAP is federally administered by the Department of Health and Human Services (HHS).

Rhode Island's Department of Human Services (DHS) administers LIHEAP in conjunction with Community Action Program agencies (CAPs). In fiscal year 2019, approximately 30,000 of households in Rhode Island received LIHEAP benefits--only about 35% of LIHEAP eligible households in the state.

Despite reaching many households, there are still many individuals and households in need in Rhode Island. Along with CAPs, the state struggles to administer to the program to those in the most need. In 2020, the pandemic introduced even more demand for benefits, such as LIHEAP. However, those in need, especially individuals and households who have never received LIHEAP before are unaware of the benefit.

Solution

In partnership with the Brown Policy Lab, USDS conducted a 1 month discovery sprint to determine ways to increase client access, reduce administrative burden, an proactively address service gaps to ensure individuals receive benefits the need before its an emergency.

Process

In September 2020, our team conducted more than 25 total interviews with LIHEAP clients, Rhode Island Department of Human Services administrators, employees at all seven Community Action Program agencies, software vendors, energy providers, and other community support organizations.

Seeking to develop a better understanding of how LIHEAP operates in a single, high-energy cost geography, these interviews provided pertinent information about how the program operates in Rhode Island, as well as nationally.

Early in the sprint, I stressed the need to speak with individuals applying for LIHEAP directly. Working during an unprecedented time--before vaccines!--I wanted to speak with individuals while ensuring the safety of interviewees, our team, and our stakeholders.

Despite the unknowns and restrictions of the pandemic, a product manager and I worked with our stakeholders at Rhode Island's Department of Human Services and Community Action Program agencies to safely travel to the state to conduct some in-person conversations. Even though CAPs were closed to the public due to the pandemic, we were able to speak with some LIHEAP applicants about their experience with the program and hear how much it helps them.

Without speaking with LIHEAP applicants at CAPs, we wouldn't have learned about the disparity between benefit recipients and program administration. Many individuals we spoke with didn't even know the actual name of the program they were applying for.

Outcome

Together, USDS and the Brown Policy Lab delivered a report that can serve as a roadmap for future LIHEAP research as well as concrete action items for Rhode Island's Department of Human Services to act on, focusing on: 1) client access; 2) reducing administrative burden, and; proactively addressing service gaps. Our recommendations are under review by Rhode Island for implementation.

This project was completed while I was working at the US Digital Service.