Correspondence and Process Survey

CORRESPONDENCE AND PROCESS SURVEY

OMB Control Number 1660-0036

Expiration _____

CORRESPONDENCE AND PROCESS SURVEY

FEMA Form 007-0-11

OMB No.: 1660-0036

Expires:

Public reporting burden for this survey is estimated to average 15 minutes per response. The burden estimate includes the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and submitting the survey. You are not required to respond to this collection of information unless it displays a valid OMB control number near the title of the electronic collection instrument, or for on-line applications, on the first screen viewed by the respondents. Send comments regarding the accuracy of the burden estimate and any suggestions for reducing the burden to: Information Collections Management, Department of Homeland Security, Federal Emergency Management Agency, 500 C Street, SW, Washington, DC 20472, Paperwork Reduction Project (1660-0036) NOTE: Do not send your completed form to this address.

The following survey is voluntary.

Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ________. My ID # is _______May I please speak with ________________(applicant name)?

Are you the one who handled your FEMA application?

If no: Thank you for your time and have a good day/evening. (Mark Attempt)

If yes: We’re looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 5-8 minutes to answer some questions?

If No: I understand. Thank you for your time. Have a good day/evening.

If yes: Thank you. The following questions have been approved by the Office of Management and Budget under number 1660-0036. Please be assured your answers will not affect the outcome of your application for FEMA assistance.

INFORMATION PACKET
Question	Response Options
To begin, I’d like to ask you about the information packet FEMA mailed to you. This included a list of agencies that you might contact to aid in your recovery from the disaster.
IP1. Have you received the packet? (DO NOT read list) If yes, go to IP2 If No or Don’t Know/Do not remember, go to next series.	Yes No Don’t know / Do not remember
IP2. Were any of the referrals useful? If yes, go to IP3. If no, go to IPQ4. If Don’t Know/Do not remember, go to next series.	Yes No Don’t know / Do not remember
IP3. Which referrals were helpful? (DO NOT read list) (Check all that apply) Go to IP5.	SBA IRS ARC Veterans Affairs Social Security Other (Specify)
IP4. Which referral(s) were not useful?	____________ ____________ Don’t know / Do not remember
IP4a. What information would have been more helpful to you?	(Specify)
IP5. Overall, how would you rate the information in this packet? Would you say it was… (READ list) (If Below average/Poor, go to IP5b) (If Excellent, Good, Satisfactory, go to IP6.)	Excellent Good Satisfactory Below average Poor (Do not read) Don’t Know/Do not Remember
IP5b. Why do you feel it was below average or poor? (DO NOT read list)	Confusing Too Complex Hard to Understand Bureaucratic Not Accurate Misleading Of no benefit Insufficient detail/information Too much detail/information Language Issues Other (Put specific response in comments box)

INFORMATION PACKET - SUGGESTIONS TO IMPROVE
IP6. What suggestions do you have that might help to improve the information packet?
(Clarify)

APPLICANT GUIDE

You may also have been mailed a booklet called “Help After a Disaster: An Applicant’s Guide to Disaster Assistance.”

AG3. Have you had a chance to read it?

(If code Yes, go to AG3a, otherwise skip to next series.)

YES	NO	Did not Receive it	Don’t Remember

AG3b. Using a rating scale Excellent, Good, Satisfactory, Below Average or Poor, how would you rate the “Applicant’s Guide” on?

(READ scale only as needed)

Excellent	Good	Satisfactory	Below Average	Poor	Don’t Know/ No Opinion

AG3c. Being easy to understand?

AG3d. Being well organized?

AG3e Containing information helpful to your recovery?

APPLICANT GUIDE – Overall

AG3g. Everything considered, what would be your overall rating of the “Guide”? Would you say it was…

(Read scale only as needed)

(If Below Average or Poor go to AG3h)

Excellent	Good	Satisfactory	Below Average	Poor	Don’t Know/ No Opinion

AG3h. Why were you less than satisfied with the Guide?

(Clarify)________________________________________________________________________________

AG3i. What other types of information would be useful to you? (Do not read, select all that apply)	The different types of assistance available The amount of assistance (in dollars) I could expect Check list with a description of the steps in the process Estimated timelines of each step in the process Information about FEMA’s role in a disaster Information about FEMA’s purpose and mission Information about other relief organizations Specific information about the inspection Specific information on how to appeal Contact information (names, telephone numbers, website, etc.) Don’t Know / No Opinion	01 02 03 04 05 06 07 08 09 10 11 12 99
	Other information (specify)_______________________________________:	13

APPLICANT GUIDE - SUGGESTIONS TO IMPROVE
AG3h. What suggestions do you have that would help to improve the Applicant Guide?
(Clarify)

LETTERS

Now I’d like you to think about the letter you received explaining FEMA’s assistance to you. (Auto populate from NEMIS letter and date.)

Let4. Using the same rating scale of excellent, good, satisfactory, below average or poor, how would you rate the letter on:

(Refer to letter date and code)

Excellent	Good	Satisfactory	Below Average	Poor	Don’t Know/ No Opinion

Let4a. How quickly you received the letter?

Let4b. How easy it was to read?

Let4c. How well it explained what you needed to do next?

Let4d. How well it explained the reasons for your case decision?

Let4e. How would you rate the instructions for what to do if you disagree with the decision?

LETTERS – Overall Rating

Let4g.What would be your overall rating of the initial letter?

(READ scale only as needed)

Excellent	Good	Satisfactory	Below Average	Poor	Don’t Know/ No Opinion

LETTERS - SUGGESTIONS TO IMPROVE

Let4h. What suggestions do you have that might help improve the letter?

(Clarify)

APPEAL PROCESS OVERALL
Question		Response Options
You recently appealed to have your case re-evaluated and we’d like to ask you some questions regarding your appeal. APL1. Based on your experience so far, how would you rate the overall appeal process? Would you say it’s been... (READ list) (If below average or poor, go to APL1a)		Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion
APL1a. What caused you to be dissatisfied? (DO NOT read list. Mark all that apply.)		Poor Customer Service Reps didn’t explain programs clearly Reps couldn’t answer questions Still didn't receive enough money Should get it right the first time Too hard Too complicated Too much paper work Too time consuming then denied Took too long to get more money Other (Put specific response in comments box)

APPEALS SERIES

Question		Response Options
APL2. Which decision did you appeal?.		Home Repair Rental Assistance Personal Property Hotel Reimbursement Transportation Other (Medical, Dental, Funeral)
Question			Response Options
APL3. Did you have adequate time to send the necessary documents to FEMA before the deadline? Do Not Read List (If no or insufficient, go to APL2a)			Yes (Sent all) No (Did not send any) Insufficient (Sent only some of the documents) (Do not read) Do not remember / Don’t know
APL3a. Which documents were you having difficulty sending?			Estimates Receipts Insurance Making copies of any of the above (Do not read) Do not remember / Don’t know
APL3b. Did you need additional help from a Representative on the required documents? (Do not Read list of documents) (If yes, go toAPL3c)			Yes, spoke with representative Yes, but never called No (go to next series) (Do not read) Do not remember / Don’t know
APL3c. How would you rate the Representative on explaining the requirements for the documents? Would you say the explanation was… (Read list)			Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion

APPEAL PROCESS - SUGGESTIONS TO IMPROVE
APL3d. What suggestions do you have that would help to improve the Appeal Process?
(Clarify)

RECERTIFICATION PROCESS OVERALL
Question		Response Options
You recently requested additional rental assistance and we’d like to ask you some questions about this. RCRT1. Based on your experience so far, please rate the overall process of being considered for additional rental assistance. Would you say it’s been... (READ list) (If below average or poor, go to RCRT1a)		Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion
RCRT1a. What caused you to be dissatisfied? (DO NOT read list. Mark all that apply.)		Poor Customer Service Reps didn’t explain programs clearly Reps couldn’t answer questions Still didn't receive enough money Too complicated Too hard Too much paper work Did not understand what documents were required Could not obtain required documents Too time consuming then denied Took too long to get more money Other (Put specific response in comments box)

RECERTIFICATION SERIES
Question		Response Options
RCRT2. Did you have adequate time to send the necessary documents to FEMA before the deadline? Do not read list (If no or insufficient, go to RCRT2a) (If “Yes”, go to RCRT2b.)		Yes (Sent all) No (Did not send any) Insufficient (Sent only some of the documents) (Do not read) Do not remember / Don’t know
RCRT2a. Which documents were you having difficulty sending?		Income Statement Lease Rent Receipts Making copies of any of the above (Do not read) Do not remember / Don’t know
RCRT2b. Did you need additional help from a Representative on the required documents? (Do not read list) (If yes, go to RCRT2c)		Yes, and spoke with repre. Yes, never called No (go to next series) (Do not read) Do not remember / Don’t know
RCRT2c. How would you rate the Representative on explaining the requirements for the documents? Would you say the explanation was… (Read list)		Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion

RECERTIFICATION - SUGGESTIONS TO IMPROVE
RCRT2d. What suggestions do you have that would help to improve the Recertification Process?
(Clarify)

PRE-PLACEMENT INTERVIEW PROCESS OVERALL
Question		Response Options
Include this topic/series when applicable: You recently asked FEMA to provide you with a temporary housing unit and we’d like to ask you some questions about that. PPI1. Based on your experience so far, please rate the overall process of requesting a temporary housing unit. Would you say it’s been... (READ list) (If below average or poor, go to PPI1a)		Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion
PPI1a. What caused you to be dissatisfied? (DO NOT read list. Mark all that apply.)		Didn’t receive enough / any enough assistance Poor attitude Process too complicated Didn’t explain programs clearly or could not answer my questions Didn’t seem interested in helping me Didn’t take time to listen to me Took too long to answer questions or process Didn’t treat me with respect Other (Put specific response in comments box)

PRE-PLACEMENT INTERVIEW SERIES
Question		Response Options
PPI2. Did you have adequate time to send the necessary documents to FEMA before the deadline? Do not read list (If no or insufficient, go to PPI3a) (If “Yes”, go to PPI3b.)		Yes (Sent all) No (Did not send any) Insufficient (Sent only some of the documents) (Do not read) Do not remember / Don’t know
PPI2a. Which documents were you having difficulty sending?		Estimates Receipts Insurance Making copies of any of the above (Do not read) Do not remember / Don’t know
PPI2b. Did you need additional help from a Representative on which documents were required? (Do not read list) (If yes, go toPPI2d)		Yes, and spoke with repre. Yes, never called No (go to next series) (Do not read) Do not remember / Don’t know
PPI2c. How would you rate [the Representative] on explaining the requirements for the documents? Would you say… (Read list AS NEEDED)		Excellent Good Satisfactory Below average Poor (DO NOT read) Don’t know / No opinion

PPI - SUGGESTIONS TO IMPROVE
PPI2d. What suggestions do you have that would help to improve the Interview process for a temporary housing unit?
(Clarify)

SUGGESTIONS TO IMPROVE
Question		Response Options
Sug. FEMA is interested in getting your opinion on what we could do to improve our service. What other suggestions would you like to pass on to improve FEMA correspondence that you haven’t already shared? (Clarify all vague responses. Probe once with “WHAT OTHER SUGGESTIONS?”)		Open-ended Question Type response in designated area. ________________________________________________________________________________________________________________________________________________________

PERMISSION QUESTION
Question		Response Options
Your opinion is very valuable to us, may we call you at a later date to ask you some additional questions?		Yes No

CLOSING
If “yes,” Thank you for your time. Have a good day/evening.
If “No,” I understand. Thank you for your time. Have a good day/evening.

FEMA Form 14