We received a complaint from an older Alaskan who had been waiting three months to hear back about their application to the Heating Assistance Program. They had tried repeatedly to contact the Division of Public Assistance (DPA) through the virtual call center, but never connected with anyone or received a call back.
The ombudsman investigator contacted the DPA Constituent Relations Manager and Heating Assistance Program Manager to discuss this complaint, after which DPA processed the complainant’s application and notified them of the decision. “I do thank you for helping us out,” the Complainant told our investigator.