Let It Flow: 2025 Water Crisis Recovery

What is the Family Crisis Fund? 

The Family Crisis Fund was established in 2020 to support Richmonders experiencing unexpected hardship, especially families that have exhausted all other financial means and resources and who do not qualify for certain benefits, with a way to cover their essentials. The Family Crisis Fund eligibility has now been expanded to further assist residents experiencing hardship due to the recent water outage, regardless of previous assistance. 

Who Is Eligible for Assistance? 

To be eligible for the Family Crisis Fund, you must: 

• Be a resident of the City of Richmond. 
• Demonstrate that you have experienced financial hardship as a direct result of the recent water outage. This may include loss of income, increased expenses, or other financial challenges caused by the crisis. 
• Have a balance due or overdue on one of the following: 
  • Home rent or mortgage payments 
  • Health-related expenses (medical bills, prescriptions) 
  • Childcare costs 
  • Utility bills (non-City of Richmond utilities including electric) 
  • Auto loan payments 
  • Other essential bills 

How much assistance am I eligible for? 

If you have received financial assistance from the Family the Family Crisis Fund program within the past year, you may be eligible for assistance up to $800 as part of this recovery response effort.  

If you have not received financial assistance from the Family Crisis Fund within the past year, you may be eligible for assistance up to $2500 as part of this recovery response effort. 

May I be paid directly? How will payments be made? 

Payments will only be made directly to third-party vendors. No gift cards or direct payments will be issued to applicants.  

What expenses are eligible? 

• Home rent or mortgage payments 
• Health-related expenses (medical bills, prescriptions) 
• Childcare costs 
• Utility bills (Non-City of Richmond utilities including electric)) 
• Auto loan payments 
• Other essential bills 

May I pay a City of Richmond utility bill? 

No., because many of the funds have come from the City of Richmond General Fund, they can not be used to pay a debt owed to the City of Richmond. 

What happens after I submit my 311 request? 

After submitting your request to 311, City staff will assign your request to the most appropriate partner referral agency. The assigned partner referral agency will reach out to you within approximately 3-5 business days to verify eligibility and, if eligible, submit your request for payment and processing. 

How long will it take to process my application? 

Timing will vary greatly depending based upon the unique circumstances of each request. Typically, partner referral agencies will contact you within 3-5 business days of submitting your request to 311. Once the partner referral agency has all the documentation needed and has verified eligibility, approved payments will be sent to the biller within an average of 7-10 days.  

What documentation or information will be required? 

We understand financial burdens are unique. Requests for funds will be reviewed on a case-by-case basis to include the applicant, partner referral agency, and biller. In most cases a photo ID, documentation of hardship, and billing related documentation may be needed. Partner referral agencies will work closely with applicants to ascertain the necessary documentation.  

When is the deadline to apply for the Family Crisis Fund? 

Family Crisis Fund requests, specific to the water outage, will be accepted until March 14 or until the fund has been exhausted 

How can I contribute to the Family Crisis Fund? 

City of Richmond residents wishing to support their neighbors by contributing to the Family Crisis Fund can make donations through the United Way of Greater Richmond & Petersburg (The United Way). The United Way has established a Water Recovery Fund. Donations received will be directed to the Family Crisis Fund for resident relief. at: https://www.yourunitedway.org/rvawaterfund/