Scheduler Phone: 216-480-4327

Welcome to your Step Forward

Appointment Scheduler

Upcoming Appointments

View/Check/Cancel upcoming appointments here.

Schedule an Appointment

Crisis (Disconnects) ONLY

Reconnect Requests

Reconnect Waitlist ONLY

Upload Documents

Upload documents for your upcoming appointment here.




Step Forward Crisis Appointment Information

Step Forward provides Ohio's Winter and Summer Crisis Programs. Crisis appointments are for households experiencing a utility crisis. 

If you are not currently in crisis, you may still apply for other energy assistance programs without scheduling an appointment.

You may be in crisis if:
  • Your utility service is disconnected
  • You have received a shut-off notice or your service may be disconnected soon
  • You need to start new utility service
  • You need to move or transfer utility service
  • You are a PIPP customer in default, and your service is disconnected or may be disconnected 

If any of these situations apply to you, please schedule an appointment.


After You Schedule Your Appointment

 After Scheduling your appointment, you must return to the scheduling system and upload your required documents. Scheduling an appointment does not automatically submit your documents. 

To Avoid delays or cancellation of your appointment.

  1. Schedule and confirm your appointment
  2. Return to the scheduler
  3. Click the "Upload Documents” button 
  4. Upload all required documents at least 5 days before your appointment


Submit your required documents using one of the options below:

  • Online: Visit the Step Forward Appointment Scheduler and select the “Document Upload” button
  • In Person: Visit our Step Forward office at 2203 Superior Ave, Cleveland, OH 44114 to drop off your documents during business hours.
  • Fax:(216) 516-0091
    • Please use a cover page noting the day and time of your appointment, and your confirmation number.

 Can’t Get an Appointment and Your Service is Off?

If your utility service is currently disconnected and no appointments are available, you may join the Reconnection Waitlist.

How the Reconnection Waitlist Works:

  • Join the waitlist through the scheduling system if your services are disconnected
  • We will review and verify Your household information
  • If approved, you will receive priority for the next available appointment
  • We will contact you or schedule an appointment aa openings become available. 

Important reminders:

  • Only join the waitlist if your utility service is currently disconnected
  • Join the waitlist only once. Multiple entries will not help you get an appointment faster.


 

Scheduler Notes

Not in crisis only and only need to reverify?
You can apply for assistance at any time by clicking the link below:
APPLY ON-LINE .

When is Crisis Assistance Available?

Crisis assistance is offered during specific times of the year:

Winter Crisis Program (Heating Assistance)
November 1 – March 31
 Provides help with gas and electric heating services

Summer Crisis Program (Cooling Assistance)
July 1 – September 30
Provides help with electric and cooling needs

Important Information

  • All crisis appointments will be conducted by phone at the time and date of your appointment.
  • Your application cannot be processed until all required documents are received.
  • Please upload all documents using the document upload button now or at least 5 days before your appointment.
  • Appointments may be canceled if documents are not submitted on time.
  • If you would prefer to fax your documents. Please use a cover page noting the day and time of your appointment, and your confirmation number. When faxing, please be aware that it can take up to 3 days to receive, so ensure that you are allowing yourself enough time, to avoid any delays in processing your application.

Required Documents

The documents listed below are required.  If all required documents are not submitted before your appointment, your assistance may be delayed.   After reviewing your documents, we may request additional information to complete your application.

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

  • Social Security Cards: required for all household members. 

  • 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 www.irs.gov/individuals/get-transcript 

    • 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. 

 

Additional Information

  • After scheduling your appointment, you should receive a confirmation email within a few minutes. The email will include a calendar invitation.
  • You will also receive a text message and email reminder the day before your appointment.  Appointments can be changed or canceled at any time through this website.
  • You may also schedule or cancel an appointment 24 hours a day, 7 days a week through our automated phone system by calling:
  • 216-480-4327 (216-480-HEAP). Follow the prompts to complete your request.