1660-0036 changes to Caller Services RI

FEMA Form 007-0-3

CALLER SERVICES REGISTRATION SURVEY

CURRENT LOCATION	CURRENT TEXT	REVISED TEXT
	FEMA FORM 90-147	FEMA FORM 007-0-3
	Registration Intake Survey	Caller Services Registration Survey
Page 2	KEY RATING QUESTION All right, (Applicant’s name), we’ll start with a very general question about the service you received from FEMA.	Deleted
Page 2, Q#1	1. Overall, how would you rate the information and support you received from FEMA since the disaster occurred? Would you say it’s been… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 2, Q#1a	(If “Below average” or “Poor”, go to Q.1a, otherwise skip to Q.2) 1a. In what way was the information and support [Below average / poor ]? Did not receive enough / any financial Assistance Poor Customer Service (Attitude, Respect, Interest, etc.) Application process too complicated Information inconsistent or wrong, programs not explained clearly Dissatisfaction with Inspection Difficulty REACHING FEMA Insurance related issues (has coverage so no assistance, etc.) Took too long to complete application Other	Deleted
Page 4, Q#2b Changed	RI REPRESENTATIVE – ATTRIBUTE SERIES You may have already answered some of these questions; but, just to make sure I understand your opinions, I’m going to ask you some specific questions about the Representative you spoke with. 2b: How would you rate [HSR name] on showing a genuine interest in your situation? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Let's start with questions specific to that telephone call. 1.Using a rating scale of Excellent, Good, Satisfactory, Below Average or Poor, how would you rate _________ on showing an interest in helping you? Excellent Good Satisfactory Below Average (or) Poor
Revised=New		(If response = Below Average or Poor go to Q1a.) 1a. What made you feel he/she was not interested? Rushed call Didn't Answer Questions Didn't Listen No Empathy Minimize my losses Didn’t make me Eligible Other
Page 5, Q#2h Changed	2h. How would you rate [HSR name/the representative] on clearly explaining the disaster assistance programs and services available to you? Would you say…. Excellent Good Satisfactory Below Average, or Poor (DO NOT read) Don’t know / No opinion	2.How would you rate (him/her): on providing information in an easy to understand manner? Excellent Good Satisfactory Below Average (or) Poor
Page 5, Q#2i Changed	If “below average / poor” go to Q.2i, otherwise skip to Q.3. 2i. What programs and services was [HSR name/the representative] unable to explain Language Barrier Transportation Rental/Hotel/Motel Programs not explained or not accurately Personal Property Access Road/Bridge/Driveway, DEBRIS Removal Other	(If response = Below Average or Poor go to Q2a.) 2a. In what way was it Below Average or Poor? Talked Too Fast Speech unclear Too Complicated Inconsistent Info Other
Revised=New		If response Excellent, go to Q2b. 2b. What specifically did (he/she) do to help you understand the information? Patient Used easy terminology Asked if understood Repeated information Other
Page 4, Q#2c	2c.on taking the time to listen to the details of your situation? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 4, Q#2d	None	None
Page 4, Q#2e	2e.on treating you with respect? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 4, Q#2f Changed	2f. How would you rate [HSR name/ the representative] overall attitude during your call? Would you say it was…. Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	3.How would you rate (him/her): on being courteous? Excellent Good Satisfactory Below Average (or) Poor
Page 4, Q#2g Changed	(If “Below average” / “Poor”, go to Q.2g., otherwise skip to Q.2h.) 2g. How was [HSR name/ the representative’s] attitude [ Below Average / Poor]? CONDESCENDING, Disrespectful IMPATIENT; did not Listen RUDE/Discourteous Not interested, no compassion, no empathy Other	(If response = Below Average or Poor go to Q3a.) 3a. In what way was he/she not courteous? Impatient Interrupted Accusatory Condescending Tone of Voice Other
Revised=New		4.How would you rate (him/her): on letting you know what you needed to do next? Excellent Good Satisfactory Below Average (or) Poor
Revised=New		(If response = Below Average or Poor go to Q4a.) 4a. In what way was it Below Average/Poor? Next Steps not given Didn't Answer Questions Too much info No time to write info Too Confusing Other
Revised=New		5. How effective was (he/she) in handling your registration: Would you say Extremely effective Very Effective Somewhat Effective Not Very Effective Or Not at all Effective
Revised=New		If response=Not Very Effective or Not at All Effective go to Q5a. 5a. In whaat way was (he/she) not effective? Inconsistent information Didn’t answer my questions Did not trust agent / recorded info accurately No confidence in agent’s knowledge Took too long
Revised=New		If response=Extremely Effective go to Q5b. 5b. What did (he/she) do that was especially effective? Provided valuable information Answered questions Instilled confidence Quick but didn’t rush Other
Page 3, Q#2 Changed	Thinking only about your initial telephone call to FEMA to apply for disaster assistance, how would you rate the way the Representative you spoke with handled your call? Would you say the [HSR name/representative] was … Excellent Good Satisfactory Below Average, or Poor (DO NOT read) Don’t know / No opinion	6.What was your overall impression of the customer service provided by _____________ (the rep)? Would you say it was Excellent Good Satisfactory Below Average (or) Poor
Page 3, Q#2a Changed	If (Below Average or Poor) go to Q. 2a, otherwise skip to Q.2b (attribute series). 2a. In what way was your call [below average / poor?) Didn’t receive any / enough ASSISTANCE Rep had poor ATTITUDE Language Barrier Didn’t EXPLAIN programs clearly or could not answer questions Didn’t seem INTERESTED in helping me Didn’t take time to LISTEN to me Took TOO LONG to complete application Rep made errors on my application or the call (disconnected me, etc.) Didn’t treat me with RESPECT Other (Specify)	(If response = Satisfactory, Below Average or Poor go to Q6a.) 6a. What specifically could he/she have done better? Text Box
Page 12, CQIAC-Reg#1 Changed	This question is about the On-Line Internet Registration available at the FEMA.gov website. This allows you to enter your Registration over the internet and is available 24 hours a day 7 days a week. CQ IAC-Reg#1. Did you personally, attempt to do your Registration over the Internet? Yes No (DO NOT read) Don’t remember	The next question is about the Internet On-line Registration available at the FEMA.gov and DisasterAssistance.gov websites. 7. Did you personally attempt to do your Registration over the Internet? Yes No Don't remember
Page 12, CQIAC-Reg#1a Changed	If no go to Question CQ IAC-Reg#1a. If yes go to Question CQ IAC-Reg#1b. If Don’t remember, go to Next Question CQ IAC-Reg#1a. What were your reasons for not using the internet? Don’t have a COMPUTER Don’t have Internet ACCESS Computer DAMAGED Limited computer SKILLS SECURITY Concerns WEBSITE was not accessible Wanted to TALK to FEMA DIDN’T KNOW I could register on-line UTILITIES were out could not use computer Other (Specify)	(If response = Yes go to 7b) (If response = No go to 7a) (If response = Don't remember go Q8) 7a. What were your reasons for not using the internet to register? No Computer Limited Computer Skills Website not accessible No Internet Access Security Concerns Didn't know I could Computer Damaged Preferred to Talk to FEMA Utilities out Other (Specify)
Page 13, CQIAC-Reg#1b Changed	CQ IAC-Reg#1b. Why were you unable to complete your registration over the Internet? Did not have compatible BROWSER Unable to NAVIGATE FEMA.gov GENERAL instructions not clear SPECIFIC instructions for entering data not clear Too COMPLICATED / difficult to use Not confident so ALSO registered over the phone Unable to ACCESS the site of page Difficulty with characters on SECURITY SCREEN Response time too slow Could not complete due to TECHNICAL problems HELP DESK could not answer to technical questions Took TOO LONG Other (Specify)	7b. Why is the reason you were unable to complete your registration over the internet? Browser Issues Navigation Issues Instructions unclear Security Concerns Preferred to Talk to FEMA Website not accessible Too complicated/difficult Registered on phone also Security screen characters Slow Internet response time Technical problems Took too long Other (Specify)
Page 6, Q#3-3b	POST DISASTER COMMUNICATION	Deleted
Page 7, Q#4-4a	CALL CENTER ACCESS	Deleted
Page 7, Q#5-5a	EASE OF APPLYING	Deleted
Page 8, Q#6-6d	INSPECTION TIMEFRAME	Deleted
Page 9, Q#7-7a	REPUTATION IN THE COMMUNITY	Deleted
Page 10, Q#8-8b	AGENCY REFERRALS	Deleted
Page 11, Q#9	SUGGESTION TO IMPROVE	Deleted
	PERMISSION All right, (Applicant’s Name), I have only one more question for you. 10.FEMA is very interested in the quality of service we provide you. May we call you at a later date to ask you additional questions? Yes No	8.FEMA is very interested in the quality of service we provide. May we call you at a later date if we have additional questions? Yes No
	CLOSING If “yes,” Great! Thank you very much for your patience and cooperation in answering our questions. Have a good evening. If “No,” I understand. Thank you very much for taking the time to talk with me. Have a good evening.	CLOSING Thank you very much for your time. Have a good day/evening.