My neighbor turned in her application after me, but she was helped first. Why is that?

Our funding source requires we assist the most in need first. Every application submitted to our office is prioritized on a few things. First: Is their an elderly, disabled or small child (age 5 & younger) listed in their application? Second: Is the household in danger of disconnection? Third: Does the household have a high energy burden? This means the bills they are being charged are higher than what their gross income can pay. Once we gather all this information, then we can begin processing an application. Some applications will take a little longer to process if you do not meet the prioritization for immediate assistance. Emergency applications are processed in priority of extreme conditions. 

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1. How do I apply for Utility Assistance?
2. I was certified for Utility Assistance, when should I expect my payment to be made?
3. I qualified for help last year, why do I always have to re-apply each year?
4. My neighbor turned in her application after me, but she was helped first. Why is that?
5. My spouse/roommate moved out last week, do I have to include them in my application?
6. My utility bill is under someone else’s name. Can I still apply?
7. I cannot provide proof of my U.S. Citizenship, can I still apply?
8. Do I have to submit all new paperwork even though I was in the system last year?
9. How do I know if I qualified?
10. Is Bexar County going to pay my full bill?
11. How do I proceed once my application is turned in?
12. What if my services are scheduled for disconnection?
13. How long will it take for you to work on my application?
14. Why was my application denied?
15. I was denied, but I still need help, can I reapply?
16. If Bexar County cannot help me, what are my options for getting my bill paid?