How to Schedule a LIHEAP Appointment with Florida's FACAA

How to book a LIHEAP appointment through Florida's FACAA system

Florida's FACAA (Florida Automated Community Assistance Accountability System) is the online portal where you schedule appointments for LIHEAP (Low Income Home Energy Assistance Program). You do not apply for LIHEAP itself through FACAA — instead, you use it to book a time slot with your local Community Action Agency, which then processes your LIHEAP request in person or by phone.

The process starts at the FACAA website. You create an account, search for your county's Community Action Agency, and select an available appointment time. Most agencies offer slots within one to three weeks. You will receive a confirmation email with the date, time, and instructions on what to bring.

LIHEAP helps pay heating and cooling bills for households below 200 percent of the federal poverty line. The program runs year-round, but funding is heaviest in winter months (November through March). If you are behind on your energy bill or facing a shutoff notice, scheduling an appointment early matters because processing takes two to four weeks after your appointment.

Key Takeaways

• FACAA is Florida's scheduling system for LIHEAP appointments, not the application itself — you book a time to meet with your local Community Action Agency.
• You need a FACAA account to see available appointment slots; creating one takes about five minutes and requires an email address and phone number.
• Your county's Community Action Agency is the office that actually handles your LIHEAP request, so the appointment time depends on which county you live in.
• Bring proof of income, a current utility bill, and your lease or mortgage documents to your appointment so the agency can process your request the same day.

Creating your FACAA account and finding your agency

Go to the FACAA website (facaa.myflorida.com) and click "Create Account" or "New User." You will need an email address and a phone number. The system will send you a verification code to your email — enter it to confirm your account is real. This step takes about three minutes.

Once you are logged in, select your county from the dropdown menu. The system will show you the Community Action Agency that serves your area. Some large counties have multiple agencies by zip code, so make sure you are looking at the right service area. Click on the agency name to see their available appointment times.

If you do not see your county listed or the agency shows no open slots, call the agency directly. Their phone number appears on the FACAA page. Some agencies keep a small number of same-week appointments available only by phone, or they may have a waitlist if the current month is full.

Selecting and confirming your appointment time

FACAA shows you available dates and times in a calendar view. Slots are usually offered during business hours, Monday through Friday. Select the time that works for you and click "Schedule." The system will ask you to confirm your name, phone number, and email address — make sure these are correct because the agency will use them to contact you.

You will receive a confirmation email immediately with your appointment details. Save this email or take a screenshot. It includes the agency's address, your appointment time, and a list of documents to bring. If you do not receive a confirmation email within a few minutes, check your spam folder or log back into FACAA to verify the appointment went through.

If you need to reschedule, log back into FACAA, find your appointment, and select "Cancel" or "Reschedule." You can then book a different time. Do not simply miss the appointment — cancelling gives the slot to someone else and keeps your account in good standing with the agency.

What documents to bring to your LIHEAP appointment

Bring original documents or clear copies. The Community Action Agency will ask for proof of income (recent pay stubs, tax return, or a letter from your employer), proof of residency (utility bill or lease), and proof of citizenship or legal residency (driver's license, passport, or birth certificate). If you receive benefits like Social Security or unemployment, bring the award letter or recent statement.

You will also need your current utility bill — the one showing your account number and what you owe. If you have a shutoff notice, bring that too. The agency uses it to prioritize your case. If you rent and your landlord pays the utility bill, bring a copy of your lease showing that arrangement, plus a letter from your landlord confirming they cover utilities.

Bring your Social Security number for everyone in the household, or an ITIN if you do not have one. Have your bank account information ready if you want LIHEAP to deposit funds directly to your account instead of paying the utility company. If you cannot find a document, ask the agency at your appointment — they can sometimes verify information by phone or accept a signed statement in its place.

What happens after your appointment

The Community Action Agency will review your documents at the appointment and ask questions about your household income, expenses, and energy use. They will enter your information into the LIHEAP system that day. You do not need to do anything else at that point — the agency handles the rest.

Processing takes two to four weeks. The agency will contact you by phone or email to tell you whether you were found to be within income limits and whether LIHEAP will pay your bill. If approved, the agency pays your utility company directly. You will see the credit on your next bill. If denied, the agency will explain why and tell you whether you can reapply later.

If you do not hear back within four weeks, call your Community Action Agency. Processing delays happen, especially during winter when applications are heavy. The agency can tell you the status of your case and whether they need any additional information from you.

Troubleshooting common FACAA problems

If you cannot log into FACAA, click "Forgot Password" on the login page and follow the reset steps. If you do not receive the reset email, check your spam folder or try a different email address if you have one on file. If you still cannot access your account, call your county's Community Action Agency — they can help you reset it or schedule an appointment over the phone instead.

If FACAA shows no available appointments, the agency's current slots are full. This happens often in November and December. You have two options: call the agency directly to ask about a waitlist or same-week phone appointment, or check FACAA again in a few days when new slots may open. Some agencies release appointments weekly.

If you selected the wrong county or agency by mistake, log back into FACAA and cancel that appointment. Then create a new one with the correct agency. Do not show up to the wrong location — the agency will not be able to help you, and you will lose that appointment slot.

When to call your Community Action Agency instead of using FACAA

Use the phone if you do not have reliable email or internet access, if you need an appointment in the next few days and FACAA shows nothing available, or if you have questions about what documents to bring before your appointment. The agency's staff can answer these questions faster than email.

Call if you are facing a utility shutoff within the next week. Some agencies can schedule emergency appointments or process applications by phone if the situation is urgent. Bring your shutoff notice when you call — it helps the agency prioritize your case.

If you have already had a LIHEAP appointment this year and need to reapply (because your situation changed or you were denied), ask whether you need a new FACAA appointment or whether you can submit documents by mail or email. Some agencies allow follow-up applications without a second in-person visit.

Frequently Asked Questions

Can I do my entire LIHEAP application online without going in person?

No. FACAA only schedules the appointment — you must meet with the Community Action Agency in person or by phone to complete the application. Some agencies offer phone appointments if you cannot travel, so ask when you call to schedule.

What if I miss my appointment?

Call your Community Action Agency as soon as possible. Many agencies will reschedule you without penalty if you call the same day. If you do not call, the agency may close your application and you will need to start over with a new FACAA appointment.

How long does it take to get LIHEAP money after my appointment?

The agency processes your application over two to four weeks. Once approved, they pay your utility company directly. You should see the credit on your next utility bill, usually within one to two billing cycles.

Can I apply for LIHEAP if I am not a U.S. citizen?

You must be a U.S. citizen or have a valid green card to receive LIHEAP. Bring proof of your status to your appointment. If you have a different immigration status, ask the Community Action Agency whether other programs might help with your utility bill.

What if my income is above the limit?

LIHEAP serves households at or below 200 percent of the federal poverty line. If you are over that limit, the agency will tell you at your appointment. Ask whether your county has other utility assistance programs for households with slightly higher income.