1660-0036 Changes to Disaster Assistance Satisfction Survey

FEMA Form 007-0-20

DISASTER ASSISTANCE & SATISFACTION SURVEY

CURRENT LOCATION	CURRENT TEXT	REVISED TEXT
	FEMA FORM 90-149	FEMA FORM 007-0-20
	KEY RATING QUESTION	KEY RATING QUESTION
Page 2	All right, (Applicant’s name), we’ll start with a very general question about the service you received from FEMA.	All right, (Applicant’s name), we’ll start with a few very general questions.
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	GPRA 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
		NOTE: The GPRA 1 above is identical to the current question for comparability. Next, it will be broken down into two components as Q#1 and Q#2 to remove the “double barrel” aspect of the current question.
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 / financial assistance Application process too complicated Information inconsistent or wrong programs not explained clearly Dissatisfaction with Inspection Took too long to get assistance Poor customer service Other (Put specific response in comments box)	Deleted
	New Question	1. Now, how would you rate the effectiveness of the information you received from FEMA to help you recover? Would you say it was… Extremely Effective Very Effective Somewhat Effective Not Very Effective, or Not at All Effective (DO NOT read) Don’t know / No opinion
	New Question	(If “Not Very Effective” or “Not at All Effective”, go to Q.1a, otherwise skip to Q.2) 1a. In what way was the information [Not Very or Not at All Effective]? Assistance process too complicated Took too long to get assistance Inspection issues Poor customer service Programs not explained clearly Information not timely Information inconsistent Wrong Information Other (Put specific response in comments box)
	New Question	And, how would you rate the 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
	New Question	(If “Below average” or “Poor”, go to Q.2a, otherwise skip to Q.3) 2a. In what way was the support [Below average / poor ]? Not enough financial assistance Assistance process too complicated Took too long to get assistance Inspection Issues Poor customer service Programs not explained clearly Information inconsistent Wrong Information Other (Put specific response in comments box)
	New Question	Thinking back to when the disaster first happened, and your expectations of what FEMA would be able to do for you… 3.Did FEMA Exceed, Meet or Fail to Meet your expectations? Exceed Meet Failed to Meet Don’t Read: Had No Expectations Don’t Read: Don’t Know
	New Question	(If Failed to Meet, go to Q3a.Otherwise, skip to Q4.) 3a. In what area did the agency fail to meet your expectations? Not enough financial assistance FEMA timeliness of response Poor customer service Inspection process Conflicting information Timeliness of award Case processing Appeal process Other (Specify in comments box)
	New Question – OLD RI	COMMUNICATIONS 4.When did you first hear that you could apply for FEMA disaster assistance? Within 1 week after the disaster Within 2 – 4 weeks after the disaster 1-2 months after the disaster More than 2 months after the disaster [Don’t Read] Don’t Know/Don’t Remember
	New Question	Now, I’d like you to consider the many ways you may have become aware of FEMA disaster assistance. 4aWhat were your main sources of FEMA disaster assistance information?
	New Question	4a1. Radio/TV
		4a2. Newspaper
		4a3. Flyers/Signs
		4a4. Schools / Local Organizations
		4a5. Disaster Workers
		4a6. State or Local Government
		4a7. Social media (Facebook, Twitter, etc.)
		4a8. FEMA website or Internet
		4a9. Voluntary Agencies (Red Cross etc.)
		4a10. Insurance companies
		4a11. Friends/Relatives/Neighbors
		4a12. Other (Please specify)
	New Question	5.What would be the best way for FEMA to communicate with your community after a disaster?
	New Question	Friends/Relatives/Neighbors
		Radio/Television
		Newspaper
		Flyers/Signs
		Schools/Local Organizations
		Disaster Workers
		State/Local Government
		Social Media (Facebook, Twitter, etc.)
		FEMA Website/Internet
		Voluntary Agencies
		Reverse 911 (phone autodialer)
		Email
		Text Message
		Other (Specify)
	New Question	5b. What suggestions do you have to improve FEMA’s communication?
	New Question – OLD HL	FIRST CALL RESOLUTION 6. After you registered, did you have a reason to call FEMA more than one time about the same topic? No No, went on-line Yes Do not remember
	New Question – OLD HL	If yes: continue to 6a, if “No” or “No, went on-line” or “Do not Remember”, go to Q.7 6a.What was the main topic you called about? Check Status Inspection issue Correspondence received Repair Appeal Rental recertification Correct information on file Other Needs Appeal Clarification on FEMA call or letter Other (Specify in comments box)
	New Question	6b. About how many times did you call about the same topic? 2-3 times 4-5 times 6-10 times 11-15 times Over 15 Do not remember
	New Question	6c. To what extent was your issue resolved to your satisfaction? Would you say it was…. Fully Partially Not at All Still Pending (DO NOT read) Don’t know
	New Question	(If “Partially”, “Not at All” or “Still Pending”, go to Q.6d, otherwise skip to Q.7) 6d. Why has your issue not been resolved? Not enough financial assistance Did not understand the next steps Have not heard from FEMA Case not worked Documentation not received or lost Insurance not received or paperwork lost Applicant action pending Other (Specify in comments box)
	New Question	STRATEGIC RESPONSE RATING 7.For this series of questions, please use a scale of Excellent, Good, Satisfactory, Below Average or Poor. Considering all your interactions with FEMA, how would you rate FEMA on…?
	New Question	7a. Providing a Timely Response?
	New Question	7b. Being Reliable?
	New Question	7c. Providing Caring Customer Service?
Page 8, Q#7 Changed	REPUTATION IN COMMUNITY Next, I’d like you to think about the image FEMA has in your community. 7.Based on what you’ve seen, read, and heard, as well as your personal opinion, how would you rate FEMA’s overall reputation in your community? Would you say it is Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	8.Overall, how would you rate FEMA on building your trust and confidence? Would you say FEMA was Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No
Page 8, Q#7a Changed	(If “Below average” or “Poor”, go to Q7a, otherwise skip to Q.8.) 7a. What do you think the reason would be? Application process too complicated No consistency in amount awarded Not enough money awarded Disaster assistance information mis-communicated Did not qualify for assistance Poor Customer Service Took too long to get assistanceOther (Put specific response in comments box)	(If “Below average” or “Poor”, go to Q8a, otherwise skip to Q.9.) 8a. What do you think the reason would be? Not enough financial assistance Assistance process too complicated Took too long to get assistance Poor Customer Service Information miss-communicated No consistency in amount awarded FEMA needs to advertise more FEMA needs to have a stronger presence in the community Other (Put specific response in comments box)
	New Question	9.What suggestions do you have to improve FEMA’s image?
Page 4, Q#3	OTHER NEEDS ASSISTANCE PROGRAM This next series of questions refers to the “Other Needs Assistance Program” funded by the State of __________. This program may have assisted you with damages to your vehicle, clothing household items, with a generator or other uninsured expenses. 3. After the disaster, was this Program able to help you with any of the losses I just mentioned ? Yes No Don’t Know / No Opinion	Deleted
Page 4, Q#3a	(If “No”, go to Q.3a, otherwise skip to Q.3b) 3a. Why not? Do not know why Inspection didn’t consider everything Insurance covered loses Didn’t qualify for ONA assistance Case still pending Other (Put specific response in comments box)	Deleted
Page 5, Q#3b Changed	3b. Considering your losses, how would you rate the assistance you received from this Program to meet those needs? Would you say it was …. Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	ONA FINANCIAL ASSISTANCE: These questions refer to your State’s Other Needs Assistance Program, which may help with damages to your personal property such as vehicle, clothing, household items, or other uninsured expenses. 10.How would you rate your State’s financial assistance you received for these personal property items to meet your disaster related needs? Would you say it was (Read List) Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion
Page 5, Q#3c Changed	(If “Below average” or “Poor”, go to Q.3c, otherwise skip to Q.4) 3c. In what way was the assistance you received (Below Average / Poor)? Didn’t receive enough assistance/money Inspector didn’t consider everything Didn’t qualify for ONA assistance Took too long to receive assistance Guidelines unfair Other (Put specific response in comments box)	(If Below Average or Poor go to 10a otherwise skip to 10b) 10a. What caused you to give that rating? Not enough financial assistance Don’t understand why not qualified ONA assistance process too complicated. Took too long to receive ONA assistance. Inspection issues Debris removal not covered Information miss-communicated Not enough money/information for mitigation Too much ONA paperwork Other (Specify)
Page 5, Q#4 Changed	TIMELINESS OF ONA ASSISTANCE 4.From the time you applied until you actually received assistance from the Other Needs Program, how would you rate the length of time it took? Would you say it was…. Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	10b. How would you rate this financial assistance in arriving within a reasonable amount of time? Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion
Page 5 Q#4a Changed	(If “Below average” / “poor”, go to Q4a, otherwise skip to Q. 5.) 4a. Why do you feel the length of time to receive assistance was not appropriate? Delayed due to appeal process Process took too long Incorrect information on application More than one inspection Delayed by insurance company Other (Put specific response in comments box)	(If Below Average or Poor go to 10c otherwise skip to 11) 10c. What caused you to give that rating? ONA assistance process too complicated. Appeals process took too long Inspection issues Information miss-communicated Had insurance delaying ONA help Too much ONA paperwork Other (Specify)
Page 3, Q#2	HOUSING ASSISTANCE PROGRAM. This next series of questions refers to FEMA’s Housing Assistance Program. 2.Following the disaster, was FEMA able to assist you with the repairs to your home or provide rental assistance? Yes No Don’t Know / No Opinion	Deleted
Page 3, Q#2a	(If “No”, go to Q.2a, otherwise skip to Q.2b) 2a. Why was FEMA unable to provide assistance? Insurance covered loses Inspection did not consider everything Case still pending Didn’t qualify for FEMA assistance Do not know why Other (Put specific response in comments box)	Deleted
Page 3, Q#2b Changed	2b. Considering your losses, how would you rate the assistance you received from FEMA to meet your housing needs? Would you say it was… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	FINANCIAL ASSISTANCE – HA Eligible NOTE: HA Satisfaction (Q11) will use one of two different wordings of the question using the same data field for the answers. The difference is for when the state processes ONA or FEMA processes ONA. The ONA question will only be asked when state processed. 11. FEMA’s Housing Assistance Program helped you with the cost of repairs to your home or rental assistance. How would you rate FEMA’s financial assistance in covering your essential disaster related needs? (Pop if ONA by State or Joint.) OR FEMA helped you with the cost of repairs to your home or rental assistance and may have helped with your personal property. How would you rate FEMA’s financial assistance in covering your essential disaster related needs? (Pop if ONA by FEMA) Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion
Page 3, Q#2c Changed	(If “Below average” or “Poor” go to Q.2c; if ONA skip to Q.3, otherwise skip to Q.4) 2c. How was the assistance you received Below Average / Poor)? Dissatisfaction with Inspection Not enough money awarded Didn’t qualify for FEMA assistance Took too long Guidelines unfair Other (Put specific response in comments box)	(If Below Average or Poor continue to Q11a, otherwise 11b) 11a. What caused you to give that rating? Not enough money for materials & labor Not enough money for rental Not enough money for personal property, other needs, debris removal FEMA assistance process too complicated Took too long to get FEMA assistance Damage Inspection accuracy Inspector Customer Service Information miss-communicated Not enough information on mitigation Too much FEMA paperwork SBA Issues Other (Specify)
Page 4 Q#2d Changed	TIMELINESS OF HA ASSISTANCE 2d. From the time you applied for disaster assistance until you actually received assistance from FEMA, how would you rate the length of time it took? Would you say it was… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	11b. How would you rate FEMA’s financial assistance in arriving within a reasonable amount of time? Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion
Page 4 Q#2e Changed	(If “Below average” / “poor”, go to Q4a, otherwise skip to Q. 5.) 2e. Why do you feel the length of time to was not appropriate? Delayed due to Appeal process Process took too long Incorrect information on application More than one inspection Delayed by insurance company Other (Put specific response in comments box)	(If Below Average or Poor go to 11c, otherwise skip to 12.) 11c. What caused you to give that rating? FEMA assistance process too complicated Appeals process took too long Inspection issues Had insurance delaying FEMA help Information miss-communicated Too much FEMA paperwork SBA Issues Other (Specify)
Page 6, Q#5-5e	INSPECTION SERIES	Deleted
Page 7 Q#6 Changed	LEVEL OF RECOVERY 6.And now I’d like to get your feelings about the level of recovery you’ve experienced since the disaster. 6. Would you say you have………….. Completely recovered Somewhat recovered, or Have not begun to recover (DO NOT read) Don’t know / No opinion	LEVEL OF RECOVERY 12.And now I’d like to get your feelings about your level of recovery. As of today, would you say your recovery was Complete (Or) More than halfway Halfway Recovered Less than halfway Or you have not begun to recover. (DO NOT read) Don’t know / No opinion
	New Question	If “You are Less than Halfway” or “You have not begun to recover” , go to Q12a. 12a. What is the main reason for that? “[your level of recovery]”? Not enough financial assistance FEMA assistance still pending Additional disaster related damage Repairs not complete Insurance Issues Personal/emotional issues Contractors issues SBA loan Issues Other (Specify)
Page 7, Q#6a No Change	FEMA ROLE IN RECOVERY 6a. Thinking about FEMA’s role in your recovery, would you say FEMA’s been … Extremely helpful Very helpful Somewhat helpful Not very helpful, or Not at all helpful (DO NOT read) Don’t know / No opinion	FEMA ROLE IN RECOVERY 13.Thinking about FEMA’s role in your recovery, would you say FEMA has been … Extremely helpful Very helpful Somewhat helpful Not very helpful, or Not at all helpful (DO NOT read) Don’t know / No opinion
Page 7, Q#6b Changed	(If “Not very helpful” / “Not at all helpful”, go to 5b, otherwise go to Q.6) 6b. Why do you feel that way? Didn’t receive any assistance / money Didn’t receive enough assistance / money Process took too long Guidelines Unfair Other (Put specific response in comments box)	(If “Not very helpful” / “Not at all helpful”, go to 13a, otherwise go to Q.14) 13a. Why do you feel that way? Not enough financial assistance Assistance process too complicated Process took too long Guidelines Unfair Other (Put specific response in comments box)
Page 9, Q#8 Changed	AMERICAN RED CROSS REFERRAL: only to be asked if the applicant was referred to the American Red Cross. 8. After you registered with FEMA, we may have advised you to contact the American Red Cross. Were you able to contact that agency? Yes No	AMERICAN RED CROSS REFERRAL: only to be asked if the applicant was referred to the American Red Cross. 14.When you registered with FEMA, we may have advised you to contact the American Red Cross. Were you able to contact that agency? Yes No (DO NOT read) Don’t Know/Remember
Page 9, Q#8a Changed	(If “No”, go to Q.8a, otherwise skip to Q8b.) 8a. Why were you unable to contact the Red Cross? Decided not to Do not remember, do not know why, I forgot Didn’t know how to Didn’t know I was supposed to No longer had a need to Tried, but was unable to reach them Other (Put specific response in comments box)	(If “No”, go to Q.14a, otherwise skip to Q.14b.) 14a. Why were you unable to contact the Red Cross? No longer had a need to Tried, but was unable to reach them Didn’t know how to Didn’t know I was supposed to Do not remember, do not know why, or forgot Other (Put specific response in comments box)
Page 9, Q#8b	8b. How would you rate the overall assistance provided by the Red Cross? Would you say it was… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	14b. How would you rate the overall assistance provided by the Red Cross? Would you say it was.. Excellent Good Satisfactory Below average, or Poor Don’t know / No opinion
Page 9, Q#8c Changed	(If “Below average” or “Poor”, go to Q.8c, otherwise skip to Q.9.) 8c. In what way was the assistance [below average or poor]? Not enough assistance to meet my needs Agency did not Follow Through Had no programs / funds to assist me Didn’t qualify for assistance Poor customer service Took too long / too confusing Other (Put specific response in comments box)	(If “Below average” or “Poor”, go to Q.14c, otherwise skip to Q.15.) 14c. In what way was the assistance [below average or poor]? Not enough financial assistance Took too long / too confusing Poor customer service ARC did not follow through No Programs to meet my needs Other (Put specific response in comments box)
Page 10, Q#9-9c	FARM SERVICES ADMINISTRATION REFERRAL SERIES	Deleted
Page 11, Q#10-10c	DISASTER UNEMPLOYMENT REFERRAL SERIES	Deleted
Page 12, Q#11 Changed	INTERNAL REVENUE SERVICE REFERRAL only to be asked if the applicant was referred to the Internal Revenue. 11. After you registered with FEMA, we may have advised you to contact the Internal Revenue Service. Were you able to contact that agency? Yes No	INTERNAL REVENUE SERVICE REFERRAL only to be asked if the applicant was referred to the Internal Revenue. 15.When you registered with FEMA, we may have advised you to contact the Internal Revenue Service for possible tax relief. Were you able to contact that agency? Yes No Don’t Know/remember
Page 12, Q#11a Changed	(If “No”, go to Q.11a, otherwise skip to Q.11b.) 11a. Why not? Decided not to Do not remember, do not know why, I forgot Didn’t know how to contact agency or Tried but unable Didn’t know I was supposed to No longer had a need to Too soon, will later or have accountant contact the IRS Other (Put specific response in comments box)	(If “No”, go to Q.15a, otherwise skip to Q.15b.) 15a. Why were you unable to contact the Internal Revenue Service? Losses not eligible No longer had a need to Tried, but was unable to reach them Will have accountant contact the IRS Too soon, will later Didn’t know I was supposed to Did not remember, do not know why, or forgot Other (Put specific response in comments box)
Page 12, Q#11b	11b. Was the Internal Revenue Service able to offer any assistance? Yes No Case is still pending	Deleted
Page 12, Q#11c	(If “No”, go to Q.11c, otherwise skip to Q.12.) 11c. Why was the Internal Revenue Service unable to assist you? Too complicated Insufficient losses to claim Didn’t submit the paperwork Don’t know why or do not remember Other (Put specific response in comments box)	Deleted
Page 13, Q#12 Changed	SMALL BUSINESS ADMIN REFERRAL: only to be asked if the applicant was referred to SBA. 12.After you registered with FEMA, we may have advised you to contact the Small Business Administration. This agency might have been able to assist you with a low interest rate loan. Were you able to contact that agency? Yes No	SMALL BUSINESS ADMIN REFERRAL: only to be asked if the applicant was referred to SBA. 16.When you registered with FEMA, we may have referred you to the Small Business Administration for a low interest rate loan. Did you send in an application for this Disaster Assistance? Yes No Don’t read: Don’t Know/remember
Page 13, Q#12 Changed	(If “No”, go to Q.12a, otherwise skip to Q.12b.) 12a. Why were you unable to contact the Small Business Administration? Decided not to Do not remember, do not know why, I forgot Didn’t know how to contact the agency or tried but was unable Didn’t know I was supposed to No longer had a need to Too soon, will later Other (Put specific response in comments box)	(If “No”, go to Q.16a, otherwise continue to Q.16b.) 16a. Why were you unable to return the application? Did not want loan Assumed not qualified/Credit rating Didn’t understand the program FEMA funds sufficient Insurance funds sufficient Do not remember, do not know why, forgot Other (Put specific response in comments box)
Page 13, Q#12b	12b. How would you rate the overall assistance provided by the Small Business Administration? Would you say it’s been… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	16b. How would you rate the overall assistance provided by the Small Business Administration? Would you say it’s been Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion
Page 13, Q#12c	(If “Below average” or “Poor”, go to Q.12c, otherwise skip to Q.13.) 12c. In what way was the overall assistance [below average or poor]? Not enough assistance to meet my needs Did not submit paperwork Case still pending Did not want the loan or the terms; too much debt Didn’t qualify for assistance or Agency had not funds Poor customer service Took too long / too complicated Other (Put specific response in comments box)	(If “Below average” or “Poor”, go to Q.16c, otherwise skip to Q.17.) 16c. In what way was the overall assistance [below average or poor]? Not enough assistance to meet my needs Took too long / too complicated Poor customer service Did not qualify for assistance Case still pending Did not want the loan /terms/debt Other (Put specific response in comments box)
Page 14 Q#13-13c	INSURANCE REFERRAL SERIES	Deleted
Page 15, Q#14-14a	LEVEL OF UNDERSTANDING OF INELIGIBLE	Deleted
Page 15, Q#15 Changed	SUGGESTIONS TO IMPROVE For this next question, FEMA’s interested in getting your opinion on what we could do to improve our service. 15. What suggestions would you like to pass on to FEMA?	FINAL SUGGESTIONS 17.We are almost finished. FEMA values your opinions; what other suggestions do you have for improving FEMA? 17a1. Suggestion 1 17a2. Suggestion 1 Category 17b1. Suggestion 2 17b2. Suggestion 2 Category 17c3. Suggestion 3 17c3. Suggestion 3 Category
	New Question	CLOSING 18.May we call you at a future date to ask additional questions? Yes No
	Well, thank you very much for your patience and cooperation in answering our questions. Have a good evening.	Thank you very much for your patience and cooperation in answering our questions. Have a good evening.