Utility assistance programs for patients: how to keep essential services on

How Understood Care advocates can help you protect essential utilities

When you are sick or caring for someone who is, a shutoff notice can feel like an emergency. Power, heat, cooling, clean water, and phone service support daily safety, medication storage, medical devices, and the ability to reach care.

An Understood Care advocate can help you figure out which programs fit your situation, gather the right paperwork, and follow up with agencies and utility companies so you are not managing everything alone.

Introduction

Utility help is real, but it can be confusing because most programs are run locally. The fastest path is usually:

• Apply for energy bill help (often called LIHEAP or HEAP in your state)
• Ask about shutoff prevention or “crisis” benefits if you have a disconnection notice
• Apply for weatherization to lower future bills
• If phone or internet is a barrier to care, apply for Lifeline

USAGov summarizes the main federal pathways for energy, phone, and internet support and explains how to start based on where you live.

Why utilities matter when you are managing illness

If you are living with a chronic condition, receiving cancer treatment, using oxygen or other powered medical equipment, or caring for an older adult, utility disruptions can create health risks.

Utilities can affect:

• Safe temperatures during heat or cold
• Refrigerated medications (like some insulins and biologics)
• Powered medical devices and mobility equipment charging
• The ability to call for help, join telehealth visits, or coordinate home care

If you are at risk of losing service, it is worth treating it as time sensitive. Many programs prioritize households with older adults, disabilities, or urgent health needs.

The main types of utility assistance programs to know

1) LIHEAP (often called HEAP): help paying heating and cooling bills

The Low Income Home Energy Assistance Program (LIHEAP) is a federally funded program delivered through state and local agencies. It can help with heating or cooling costs, and in some places electric bills, especially when energy burden is high.

Many states also offer:

• A one time seasonal benefit to reduce a bill
• Emergency help when you have a shutoff notice
• Help for certain heating equipment issues or safety risks (varies by state)

Example of how states structure this: New York City describes regular and emergency HEAP benefits and notes that eligibility often considers household income, size, and whether someone is age 60+ or has a disability.

2) Crisis or shutoff prevention assistance

If your electricity or gas could be disconnected, ask specifically about “crisis,” “emergency,” or “shutoff prevention” help. Some programs can move faster when you have:

• A 24 to 48 hour termination notice
• A disconnection already happened
• A health related risk in the home

California’s LIHEAP program description includes crisis intervention support for households facing disconnect notices and other urgent energy related risks.

USAGov also notes that disconnection rules vary by state and may consider weather, age, and disability.

3) Weatherization Assistance Program: lowering bills over time

Weatherization is different from bill payment help. It focuses on home energy efficiency improvements that reduce long term costs and can improve health and safety.

The U.S. Department of Energy’s Weatherization Assistance Program (WAP) is delivered locally and may include whole home upgrades after an assessment (like insulation, air sealing, and other measures based on the home).

DOE’s application overview explains that eligibility is primarily income based and that priority is often given to households with older adults, disabilities, or children.

4) Lifeline: phone and internet discounts

If you are struggling to keep phone or internet service, Lifeline is a federal program that provides a discount for eligible households. It can support access to telehealth, care coordination, pharmacy communication, and emergency services.

Lifeline eligibility can be based on income or participation in programs like Medicaid, SNAP, or SSI, and it is generally limited to one benefit per household.

5) Water and sewer bill assistance

Water help is more limited and often depends on where you live.

The Low Income Household Water Assistance Program (LIHWAP) was created as an emergency federal program with funding intended to run until March 2024.
Some states have ended applications and explain that the program sunset in 2024. For example, California states that LIHWAP is no longer accepting applications and notes the federal sunset date.

If you need water or sewer help now, ask your local agency what is available in your area, including hardship plans, local grants, or payment arrangements.

A simple way to start: pick the right entry point

If you are not sure which program applies, start with one of these paths:

• Use your state or local LIHEAP office as the main doorway for energy bill help and crisis support
• Use your state WAP office for weatherization applications
• Use Lifeline’s eligibility tools if phone or internet costs are a barrier
• If you are an older adult or caregiver and need local service navigation, contact the Eldercare Locator, a public service of the U.S. Administration for Community Living
• If you have multiple needs (food, housing, utilities), the USAGov benefit finder can help you identify categories to explore

Eligibility basics and what documents you may need

Common eligibility patterns

Programs vary, but many consider:

• Household income and size
• Current benefits (for example SSI, Medicaid, SNAP)
• Age (often 60+ may be prioritized)
• Disability or medical vulnerability
• Whether you rent or own (both may be eligible for some programs, including WAP)

Documents to gather before you apply

Having paperwork ready can speed things up, especially if you have a shutoff notice:

• Photo ID for the applicant
• Proof of address (lease, utility bill, or mail)
• Recent utility bills (and any past due balance statements)
• Shutoff or disconnection notices, if you have them
• Proof of income (pay stubs, benefit letters, Social Security statements)
• Proof of participation in programs like Medicaid, SNAP, or SSI (if relevant)
• If applicable, documentation related to a medical need for electricity (ask your utility what they accept)

For Lifeline, the program explicitly notes you may need proof of income or program participation when applying.
For WAP, DOE describes a process that includes income verification and local provider follow up.

Step by step: how to apply without getting overwhelmed

1. Identify the most urgent need

• If you have a shutoff date, focus on crisis or emergency help first.
• If bills are high but service is stable, pursue LIHEAP and weatherization.

2. Apply through the program that matches your need

• Energy bills: apply through your local LIHEAP office
• Weatherization: contact your state WAP administrator and local provider
• Phone or internet: apply for Lifeline through official channels

3. Ask the agency what counts as “urgent” If you are medically vulnerable or caregiving for someone who is, say so clearly and ask:

• Do you offer crisis benefits or shutoff prevention?
• Do you prioritize older adults, disability, or households with high medical need?
• What documents will speed up review?

4. Follow up and document everything Keep a simple log in your phone or notebook:

• Date, time, and who you spoke with
• What you were told to submit
• Confirmation numbers, if provided
• Deadlines and next steps

What to do if you received a shutoff notice

If your service is at risk, take these actions the same day if possible:

• Call your utility company and ask for a payment plan or a temporary hold while you apply for assistance.
• Apply for emergency energy assistance through your local program office.
• Ask your state or local agency how disconnection protections work where you live, since rules vary.
• If you rely on power for health needs, tell the utility you have a medical vulnerability and ask what medical hardship protections exist.

If you need broader help beyond utilities (food, housing, benefits), USAGov’s “Facing financial hardship” guide can help you find the right category to start with.

Avoid scams while you seek help

When you are under stress, scam offers can look convincing.

A good rule: the federal government does not offer “free money” to individuals for home repairs or improvements. USAGov warns that ads promising “free money from the government” are often scams.

If something feels off:

• Do not share your Social Security number or banking info with unsolicited callers
• Verify you are working with an official agency or a known local provider
• Keep copies of what you submit and to whom

For more guidance, you can also review: https://understoodcare.com/uc-articles/avoiding-scams-and-frauds

How Understood Care can support you through the process

If you are juggling symptoms, appointments, and bills, getting utilities stabilized can be a big relief. An advocate can help you:

• Identify which programs in your area match your situation
• Organize documents and complete applications
• Communicate with utilities about payment plans and medical vulnerability options
• Coordinate related financial steps so you are not choosing between health care and basic needs

Related Understood Care guides:

• https://understoodcare.com/uc-articles/financial-help
• https://understoodcare.com/uc-articles/breaking-down-medical-bills
• https://understoodcare.com/uc-articles/flex-cards-and-grocery-benefits-that-can-also-pay-rent-or-utilities
• https://understoodcare.com/uc-articles/eviction-prevention-and-emergency-rent-help-for-older-adults-on-medicare‍

FAQ

• What utility assistance programs can help patients pay electric bills?
  Many households start with LIHEAP (sometimes called HEAP) for heating and cooling help. If you have a shutoff notice, ask about crisis or emergency benefits through your local program office.
• How do I apply for LIHEAP energy assistance in my state?
  You typically apply through a state or local agency. Requirements vary by location, and some offices allow online applications while others use phone, mail, or in person options.
• Is there emergency utility assistance for medically vulnerable patients with a shutoff notice?
  Some programs offer crisis help when you have a disconnect notice or a health related risk. Ask your local agency and your utility company what urgent options exist.
• What is the Weatherization Assistance Program and how can it lower my energy bill?
  Weatherization can reduce future bills by improving your home’s energy efficiency. It is administered locally and may involve an assessment and targeted upgrades.
• Can Lifeline help with internet for telehealth appointments?
  Lifeline can provide a discount on phone or internet service for eligible households. This can support telehealth, patient portals, and reliable communication with your care team.
• Is there water bill assistance for low income patients?
  Water support varies by location. A temporary federal water assistance program (LIHWAP) was time limited, and many areas no longer accept applications. Your local agency may still have hardship options or local resources.
• What documents do I need for utility assistance applications?
  Common items include ID, proof of address, recent utility bills, proof of income, and benefit letters if you qualify through programs like Medicaid, SNAP, or SSI.
• How can I find utility assistance for seniors or caregivers near me?
  If you are helping an older adult, start with local aging resources and benefit screening tools, and ask about programs that prioritize age 60+ or disability.

References

• USAGov: Help with utility bills. https://www.usa.gov/help-with-utility-bills USAGov
• USAGov: Get help with energy bills (LIHEAP and WAP). https://www.usa.gov/help-with-energy-bills USAGov
• USAGov: Home weatherization and energy efficiency assistance. https://www.usa.gov/weatherization-energy-programs USAGov
• U.S. Department of Energy: Weatherization Assistance Program. https://www.energy.gov/scep/wap/weatherization-assistance-program The Department of Energy's Energy.gov
• U.S. Department of Energy: How to apply for weatherization assistance. https://www.energy.gov/scep/wap/how-apply-weatherization-assistance The Department of Energy's Energy.gov
• USAGov: Help paying for phone and internet service (Lifeline). https://www.usa.gov/help-with-phone-internet-bills USAGov
• Universal Service Administrative Company: Lifeline Support. https://www.lifelinesupport.org/ Universal Service Administrative Company
• Universal Service Administrative Company: Lifeline eligibility (Do I Qualify?). https://www.lifelinesupport.org/do-i-qualify/ Universal Service Administrative Company
• GetInternet.gov: National Verifier (Lifeline). https://www.getinternet.gov/apply?id=nv_home Get Internet
• HHS Office of Community Services Annual Report: LIHWAP fact sheet (program timeline and purpose). https://ocsannualreport.acf.hhs.gov/annual-report-fy23/lihwap-fact-sheet OCS Annual Report Hub
• California Department of Community Services and Development: LIHWAP sunset notice. https://www.csd.ca.gov/lihwap California Department of Social Services
• California Department of Community Services and Development: LIHEAP program overview (includes crisis intervention description). https://www.csd.ca.gov/Pages/LIHEAPProgram.aspx California Department of Social Services
• NYC Human Resources Administration: Energy Assistance (HEAP overview and application pathways). https://www.nyc.gov/site/hra/help/energy-assistance.page New York City Government
• HHS Administration for Community Living: Eldercare Locator. https://eldercare.acl.gov/home Elder Care
• USAGov: Benefit finder (housing and utilities category). https://www.usa.gov/benefit-finder USAGov
• USAGov: Facing financial hardship. https://www.usa.gov/financial-hardship‍