Appointment scheduling is reserved for crisis clients. Only clients in crisis are served by appointment.

You are in crisis when: 

  • Services are already off

  • Services are in disconnect status

  • You need to establish new service

  • You need to transfer service

  • You are a PIPP client in default with services already off or you are in a disconnect status

In crisis? Apply now by clicking the link APPLY ON-LINE.


All crisis appointments are conducted by phone. Once you have an appointment, you must complete your application online through All required documents get uploaded with your online application.


Please note - We are unable to process any application for assistance without all of the required documents. You must  apply and upload documents at at least five days prior to your appointment date, or you may be required to reschedule.

Crisis assistance appointments are available as follows:  

  • Assistance for gas/electric heating is available during the Winter Crisis Program which runs Nov. 1st - March 31st  

  • Assistance for electric/cooling is available during the Summer Crisis Program which runs July 1st - September 30th.   

List of required Documents Details: 

We require the documents below. Failure to submit all the required documentation for your appointment will delay your assistance.  

  • Photo ID: required for each name listed on the gas and/or electric bill 

  • Social Security Cards: required for all household members. Accepted forms include printouts from Social Security with full SS# on them, Medicare Cards, and OWF SNAP printouts 

  • Birth Certificates for all household members are required; newborn birth letter is acceptable, anyone else in the household needs a birth certificate on file 

  • Current gas, electric, water and sewer bills:   If bills are in the landlord's name, a lease is required to demonstrate tenant responsibility. 

  • Proof of Income is required for the last 30 days for all household members 18 years of age and older. Acceptable documents include SSA, SSI and SSDI award letters, Pension statement, Child Support, Utility Assistance documents 

    • Individuals paid weekly need the last 4 paystubs 

    • Individuals paid bi-weekly need 2-3 paystubs (make sure you have all paystubs for the last 30 days) 

    • Individuals paid semi-monthly need 2 paystubs 

    • Individuals paid month need 1 paystub 

    • If paystubs are not available, you will need verification of your income from your employer (i.e., a printout of your last 30 days of pay) 

    • Seasonal employees are required to provide 12 months of income documentation - if paystubs are not available, a printout from your employer is required 

  • No Income: If the household has no income, or no verifiable income, you will need the following: 

    • IRS Tax Transcript 

    • If you file a tax return, you can call the IRS at 1-800-908-9946 

    • If you did not file a return, you can call the IRS at 1-800-829-1040 

    • You can go to the IRS website at 

    • You can visit the IRS office in the Federal Building at 1240 East 9th St. Monday through Friday between 8:30 a.m. and 4:30 p.m. 

Download the English application here

 Download the Spanish application here

Please note, after reviewing your documents we may request additional information/documentation to complete your application. You will have ten calendar days to provide the documents. After ten days, your application will be removed from active processing. Reinstating active status will require a visit to our HEAP Courtesy Center at 4834 Richmond Road, Warrensville Heights, Ohio 44128. Step Forward is limited by the start and stop dates for crisis services and will not be able to reactivate an application when a crisis period has closed. 
To check availability with another Cuyahoga county provider, click here.

Within minutes of making your appointment, you should receive a confirmation email with a calendar appointment attached to the email. In addition, you will also receive a phone reminder the day before your appointment.

Appointments can be changed or canceled at any time on this website. You can also make or cancel an appointment at any time (24/7) using our automated phone system by dialing (216) 350-8008 and following the instructions.

Locations of Step Forward Energy Assistance sites

Effective July 2, 2024, Step Forward’s HEAP Courtesy Center is located at  4834 Richmond Road, Warrensville Heights, Ohio, 44128. Hours are 9:00AM-Noon and 1:00PM-4:00PM Monday through Friday.

Regular (Non-Emergency) HEAP

Step Forward no longer accepts non-emergency HEAP/PIPP/PIPP Reverification applications as drop offs at any location or directly mailed to the agency. Non-emergency applications not submitted online through must be mailed to Energy Assistance Programs, PO Box 1240, Columbus, Ohio 43216. Non-emergency application processing may take up to 12 weeks. This means PIPP applicants reverifying for the PIPP program need to submit 12 weeks before their reverification dates.