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Community Services - Community Services Agency

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1. How do I apply for utility assistance?

Currently, there are four ways to apply for assistance:

You may complete an application online at www.shelbycountycsa.org.

You may download, print and complete the application at the www.shelbycountycsa.org website and return it by email it to LIHEAP@shelbycountytn.gov.

You may come by the Hickory Hill location at 3772 S. Hickory Ridge Mall, Suite 516 and pick up an application and return it by mail or drop box.  Please include supporting documentation with your application.

You may contact the Hickory Hill office at 901-222-4212 and request that an application be mailed to you, complete it and mail it, along with your supporting documentation to 3772 S. Hickory Ridge Mall, Suite 516, Memphis, TN 38115.

2. Can you tell me how the utility program works?

CSA has 2 programs, which are both based on your household size and income:     

 Energy Assistance Program – The only criteria for this program is to have an active utility account with MLGW, be Shelby County resident and meet the income guidelines (see income chart at www.shelbycountycsa.org).  Once the application is received by it is processed within 30 days or less.      

    Energy Crisis Program – A person must have a cut office notice or disconnected utilities AND someone in the home that meets one of the following criteria: 1) Elderly (60 or Older), 2) disabled, or 3) child in home under the age of 6, or 4) you must have experienced an uncontrollable circumstance (must provide proof) and must meet the income guideline (see income chart at www.shelbycountycsa.org). Crisis applications are processed within 18-48 hours. Mail in, online or emailed applications cannot be processed as Crisis applications. Crisis applications should be dropped off in the drop box outside of the office suite.

Once your application is processed and approved, your MLGW account will be noted, to prevent disconnection of services. For approved Energy Assistance applications, your account will be noted within 30 days from the date your application was received. For approved Crisis applications, your account will be noted within 18 to 48 hours from the date the application was received. 

3. What information do I need to submit with the utility application?

You need the following:  

• Proof of income for all household members 18 years of age or older;
• A valid ID for the applicant;
• Social Security cards for all household members over the age of 1 and;
• Your utility bill. 
• If you have a child in the home that is under the age of 1, you will need to provide a copy of the Birth Certificate. If you live in Public Housing or Section 8, you will need to provide proof.

4. Can I apply multiple times?

You can apply once per program year.

5. Does CSA assist with old or inactive MLGW accounts (DL Bills)?

No; CSA can only assist with active MLGW accounts.

6. Does CSA pay on deposit?

No; CSA does not pay deposits

7. Does CSA pay diversion charges?

No; CSA does not pay diversion charges (stolen utilities).  CSA will pay on the active charges, but not diversion charges.

8. How much does CSA pay towards your MLGW?

CSA pays anywhere from $175.00 up to $650.00 on MGW bills.

9. Can CSA assist if the MLGW bill is not in my name?

Yes; you must have a permission statement signed by the person whose name is listed on the MLGW account giving you permission to apply for assistance.

10. Do I have to be a Shelby County resident?

Yes. However, if you are a qualified immigrant, you must provide proof of immigration status.

11. What number do I call with questions?

901-222-4212, Monday-Friday between 8am-4:30pm.

12. After being on hold, my call is disconnected. Is the staff hanging up on me?

Absolutely not. CSA staff would never purposefully hang up on a customer. Per conversations with the IT department, calls coming from a cell phone are more likely to drop due to the cell phone carrier. It is believed that calls are more stable when coming from a landline. We suggest that when calling, you call from a landline, if possible.

13. Is there an online application process for utility assistance?

Yes; there is an online application for utility assistance that can be accessed by going to www.shelbycountycsa.org and clicking the “Utility Assistance” button. If you have not received assistance from CSA since October 1, 2017, you will not be able to utilize the online application process and will need apply via mail, email, or drop box.

14. Do I need a Social Security card to receive services?

The head of the household does not need a Social Security card as long as a senior or a child in the house has one that can be used to apply for services. This could affect your chance of becoming a legal resident in the future due to the Public Charge rule.

15. Are your services available in Spanish?

Yes, our office has bilingual staff and the website can be translated into Spanish.

16. How do I apply for rent or mortgage assistance?

Currently, there are four ways to apply for assistance:

You may complete an application online at www.shelbycountycsa.org.

You may download, print and complete the application at the www.shelbycountycsa.org website and return it by email it to CSBG@shelbycountytn.gov.

You may come by the office at 2760 Union Extended, Suite 500 and pick up an application and return it by mail or drop box.  Please include supporting documentation with your application. 

• You may contact the Rent/Mortgage assistance office at 901-222-4212 and request that an application be mailed to you, complete it and mail it, along with your supporting documentation to 2670 Union Extended, Suite 500, Memphis, TN 38112.

17. Can you tell me how the program works?

The Rent/Mortgage Assistance program helps prevent evictions and foreclosures. You can receive up to $2,500 once a program year. To receive assistance you must have experienced a job loss resulting in a reduction in income in the last 12 months or a documented unexpected expense within the past 180 days that prevented you from being able to pay your rent or mortgage.  You must be behind on your payment.

Landlord/Mortgage Company must be willing to work with the Community Services Agency (CSA) and wait on our payment if approved.

Prior to CSA making a payment, all overages must be paid to Landlord/Mortgage Company. All documents must be submitted within 24 hours or timeframe stated by the assigned worker. Once your application is processed and approved, your landlord will be paid directly within 30 days from the date your application was received.

18. What information do I need to submit with the rent/mortgage application?

You will need the following: 

• Proof of income for all household members 18 years of age or older;
• A valid ID for the applicant;
• Social Security cards for all household members over the age of 1;
• Copy of your lease and;

Documentation of crisis within the past 180 days or loss of job in the last 12 months, that prevented you from being able to pay you rent or mortgage. 

19. How much does CSA pay towards your rent/mortgage?

CSA pays up to $2,500 towards your rent/mortgage.

20. Can CSA assist if the rent/mortgage not in my name?

Yes; you must be listed on the lease as a tenant or someone who lives there.

21. Do I have to be a Shelby County resident?

Yes. However, if you are a qualified immigrant, you must provide proof of immigration status.

22. Is there an online application process for rent/mortgage assistance?

Yes; there is an online application for rent/mortgage assistance that can be accessed by going to www.shelbycountycsa.org and clicking the “Rent/Mortgage Assistance” button.