Human services caseworkers report backlog, LIHEAP delays and new Maricopa County flex funds

At the May 8 Human Services Advisory Commission meeting, Liz Hevenrich and other Vista Del Camino staff described a backlog of Community Action Program (CAP) applications, operational changes in LIHEAP processing, and a county-state funded housing stability flex program that provides time-limited case management and financial access for Scottsdale residents.

Hevenrich explained staffing and intake pressures in the CAP office: the office was temporarily down two caseworkers and reported a queue of 351 active applications — about 95 utility, 53 rent, two mortgage applications and 42 renewals. She said the backlog reflected both high demand and policy changes across multiple funding sources. Hevenrich said the office had filled one vacancy and was close to hiring another. She explained caseworkers process applications through Maricopa County’s Dynamics portal and noted the portal is complex and requires credentialing and training.

Staff described a significant operational change affecting utility assistance: Arizona Department of Economic Security (DES) began processing LIHEAP (Low Income Home Energy Assistance Program) applications directly in October 2022 and DES experienced staffing issues in August 2024 that created a pending queue. Hevenrich told commissioners that DES’s current review time for LIHEAP applications is about seven months for standard applications, though disconnect notices are processed in about two days. She said Vista had navigated about 350 LIHEAP applications to DES in the fiscal year and many remain pending, forcing the CAP office to use other crisis resources while clients wait.

Liz described a recently amended Maricopa County intergovernmental agreement (IGA) that gives Scottsdale access to an Arizona Department of Housing-funded housing stability flex program. Staff said the city’s allocation under that IGA is $267,674 to be used through December 2025; the program provides up to 12 months of case management and can cover a wider set of needs (rent, utilities, eviction judgments, childcare, car repair) than some other CAP funding lines. Hevenrich emphasized the flex funds offer more intensive case management than the CAP office’s standard rent/utility funds.

Staff and commissioners discussed operational responses: front-desk admin staff were given portal access to perform administrative tasks and reduce caseworker call volume, pilot solutions were being developed in monthly Maricopa County convenings of CAP offices, and staff had created electronically fillable forms and e-signature processes to accelerate intake. Commissioners urged contingency planning for potential federal funding cuts and asked staff to coordinate regional advocacy. Hevenrich and staff characterized many of the proposals as near-term operational fixes pending broader system improvements.

No formal commission vote was taken; the presentation was informational. Staff will continue to report on pilot outcomes and hiring progress.