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1. How can I access the application if I do not have a computer and/or Internet?

 If you are not able to access the online application:

• Visit our Resource Lab at 233 N. Pecos St., San Antonio, TX, 78207 OR,
• Call us at (210) 335-3666 for additional information or to schedule an appointment (must be eligible) OR,
• We may also refer you to the nearest partner agency for additional assistance

2. How can I apply if I am unable to leave my house?

Please call 210-335-3666 and speak to one of our Client Representatives to request a home visit if you meet the criteria.

3. Will I still be able to apply if I do not have an email account?

• Yes, the clerical team will assist you in creating a free email account if you do not have one.
• If you do not have access to a computer/Internet to check your email account, you may visit our Resource Lab at 233 N. Pecos St., San Antonio, TX 78207.

4. What if I do not understand how to complete an application?

• Please call us at (210) 335-3666 and we will provide assistance in completing the application. Additionally, please have the following documents ready:
  • Proof of Citizenship: U.S. Passport, U.S. Birth Certificate, Permanent Resident Card, Certificate of Naturalization
  • Proof of Identification: Driver’s license, Identification Card, Military Card. If under 18, Social Security card, student ID, Medicare or other health card
  • Proof of Income: All gross income received within 30 days prior to the signature date. This includes paystubs, unemployment benefits, TANF, Social Security and/or SSI, pension, or other income including child support and/or family support.
  • CPS Energy Utility Bill

5. If I qualified for help last year, do I have to apply every year?

Yes, this is not automatic assistance for the following program year. Your eligibility ends on December 31st of each year and the Grants requires you to apply for assistance annually. Our staff will calculate if you meet income eligibility based on federal income guidelines as the program may have new requirements for a household to meet in order to receive assistance.

6. Why do I have to resubmit documents I submitted last year?

Grants require submission of supporting documents every year due to change of address, additional family members, income and other changes.

7. How long does it take to process my application?

Staff processes complete applications (with supporting documents and the correct signatures) in four-six (4-6) weeks.

8. What are the hours of operation?

• Our Resource Lab is open Monday - Friday, 8 AM - 3:30 PM
• Our online application is available Monday - Friday, 8 AM - 8 PM at:
  https://bexarcounty.online/utilityassistanceprogram

9. Do you have a Complaint Policy?

• Customer Complaint Policy Bexar County Community Impact is dedicated to providing excellent customer service and maintaining a healthy customer relationship. We have a Complaint Policy to ensure our division handles complaints as efficiently and effectively as possible. You as our customer are entitled to make a complaint to us. Customers who do not agree with the service, application process and/or outcome of their application may file a complaint with Community Impact, a division of Economic and Community Development. Clients may file a complaint in person, by phone or in writing. 
  • Complaint via Front Lobby: We address complaints filed via the front lobby depending on the availability. If Team Lead is unavailable, please provide the following to the Front Lobby Representatives Your Name, Contact Number, and Brief description of the complaint. Front Lobby staff will inform the Team Lead of your complaint and attempt to arrange an appointment. A follow up will occur within 24 hours of your complaint. 
  • Complaint by Phone: We address complaints filed via phone depending on the availability. Phone Representatives will inform the Team Lead of your complaint and attempt to arrange a call transfer. If the Team Lead is unavailable, please provide the following to the Phone Representatives: Your Name, Contact Number, and Brief description of the complaint. A follow up will occur within 24-48 hours of your complaint. 
  • Written complaint: We address complaint filed via mail or email upon receipt. Please provide the following information: Your Name, Contact Number, and Brief Description of the complaint. Team members will inform the Team Lead of your complaint. If the Team Lead is unavailable, a follow up will occur within 24-48 hours of your complaint.
• Handling Your Complaint
  • Our goal is to resolve complaints in a timely manner; some concerns may take longer than 30 calendar days to resolve. A member of our team will arrange a follow up meeting or call to provide an update. We will keep you informed of the progress on your complaint, proposed actions and the expected timeframe for a resolution