Form FEMA Form 009-0-7 FEMA Form 009-0-7 Sheltering Temporary Essential Power (STEP) Survey

DEPARTMENT OF HOMELAND SECURITY
FEDERAL EMERGENCY MANAGEMENT AGENCY

O.M.B. NO. 1660-0130
Expires October 31, 2014

SHELTERING TEMPORARY ESSENTIAL POWER (STEP) SURVEY
PAPERWORK REDUCTION ACT BURDEN DISCLOSURE NOTICE

Public reporting burden for this survey is estimated to take 5 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. This collection of information is voluntary. You
are not required to respond to this collection of information unless it displays a valid OMB control number displayed in the upper right corner of this form. Send
comments regarding accuracy of the burden estimate and any suggestions for reducing the burden to: Information Collections Management, Department of
Homeland Security, Federal Emergency Management Agency, 1800 South Bell Street, Arlington VA 20598-3005, Paperwork Reduction Project (1660-0130).
NOTE: Do not send your completed form to the above address.
Hello, I'm calling from FEMA, the Federal Emergency Management Agency. My name is

My ID # is

?

May I please speak with [contact name]

If no: I understand, thank you for your time and have a nice day/evening. (Mark attempt)
If Yes: Are you the person who applied for and received repairs in your home after Hurricane Sandy from the Sheltering Temporary Essential Power Program,
also known as the STEP Program [or (local jurisdiction program name - New York City Rapid Repairs Program for NYC residents)] offered through your local
government?
If no: Is that person available? And may I ask their name?
If no: I understand, thank your for your time and have a nice day/evening. (Mark attempt)
If yes:
If Yes: We're looking for ways to improve the repairs service and your opinion is very important to us. We have some questions we'd like
to ask and, if you participate, your answers will not affect the outcome of your application for FEMA assistance.
Would you be willing to take 3 - 6 minutes to answer the question?
If no: I understand, thank you for your time and have a nice day/evening. (Mark attempt)
If Yes: Thank you. The following questions have been approved by the Office of Management and Budget
under [number (#)]. This call may be monitored and/or recorded for quality assurance.

OVERALL
1. New York City: Many different organizations or programs may have helped to make repairs to your home. Most of the questions I will ask are about repairs
you received from New York City through the New York City Rapid Repairs Program. First, can you tell me what repairs were made to your home through
the Rapid Repairs Program?
Non-New York City: Many different organizations or programs may have helped to make repairs to your home. Most of the questions I will ask are about
repairs made to your home by your local government through the Sheltering and Temporary Essential Power Program, also know as STEP. First, can you
tell me what repairs were made to your home through the STEP Program?
Restored power/electricity (go to b)

Flooring (go to b)

Other (specify)

Heating/cooling (go to b)

Windows (go to b)

Don't know/don't remember

Restored water (go to b)

Roof (go to b)

(go to b)

a)

I understand, however, since the questions are mostly about those repairs we will not be able to continue. Thank you very much for your time. Have a
good day/evening.

b)

Thank you. When answering these questions, please think about ONLY the repairs you just described. Throughout these questions, I will refer to the
program that provided those repairs as the "repair program" or [STEP or Rapid Repairs Program].

2. Using a rating scale of strongly disagree, disagree, neither agree or disagree, agree, or strongly agree, please tell me your level of agreement with the
following statement: Overall, I am satisfied with the repairs that were made to my home through [STEP or Rapid Repairs Program]?
Strongly Disagree

Neither Agree or Disagree

Disagree

Agree (go to 3)

Strongly Agree (go to 3)

2a. Why are you not satisfied with the repairs?
Additional work needed on repairs

Quality of materials

Additional work needed on preparatory work

Took too long

Not informed - phone number

Home received more damage

Customer Service - missed appointments

Not informed - program explanation

Home still not safe

Customer Service - inspection appointment

Other (specify)

Did not repair all emergency damages

Customer Service - other

Quality of workmanship

Not informed - contractor work times

FEMA Form 009-0-7 (Jan 14)

Not informed - repair timeline

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SHELTERING TEMPORARY ESSENTIAL POWER (STEP) SURVEY
PROGRAM INFORMATION
3. How did you first hear about [STEP for Rapid Repairs Program]?
Shelter

Radio

Disaster Recovery Center

Service Provider (insurance, water, gas, phone, etc.)

Community group (club, church, school, etc.)

Social Media - Facebook

Disaster workers (ARC, Salvation Army, local gov., etc.)

Social Media - Twitter

FEMA disaster worker

Social Media - You Tube

FEMA website

Social Media - Other (probe & specify)

FEMA helpline

Television

Local government website

Text, phone, email alerts (reverse 911, robo call, RSS feed, etc.)

Local government helpline

Word of mouth (friends, family, neighbors, employer, landlord, etc.)

Flyers, signs, billboards, posters, etc., (including driving by)

Don't know/remember

Internet searches (Google, Bing, etc.)

Other (specify)

Newspaper

4. Using the same rating scale from earlier (i.e. strongly disagree, disagree, neither agree or disagree, agree, and strongly agree), please tell me your level of
agreement with the following statement: Based on my experience with [STEP or Rapid Repairs Program], when I signed up for the program I had a good
understanding of the program.
Strongly Disagree

Neither Agree or Disagree

Disagree

Agree (go to 5)

Strongly Agree (go to 5)

4a. What did you not have a good understanding of?
Required prep work

Inspections

What repairs would be made

How long repairs would take

Temporary nature of repairs

Other (specify)

LIVING STATUS
5. Where were you living when you applied for [STEP or Rapid Repairs Program]?
Hotel/Motel

Car

Employer/place of work

New Rental Unit

Family/Friends

Other (Specify)

Home (i.e. damaged dwelling)

Shelter

Don't remember

6. The next few items are statements. What is your level of agreement with the following statement: This repair program helped me to live in my home during
the remainder of the winter season that followed Hurricane Sandy.
Strongly Disagree

Neither Agree or Disagree

Disagree

Agree

Strongly Agree

REPAIR TIMELINESS
7. The next statement is: Without [STEP or the Rapid Repairs Program], it would have taken longer for me to live in my home again.
Strongly Disagree

Neither Agree or Disagree

Strongly Agree

Disagree

Agree

Don't know

8. The next statement is: I am satisfied with the amount of time between signing up for repairs and repairs being completed.
Strongly Disagree

Neither Agree or Disagree

Disagree

Agree

Strongly Agree

9. After you signed up for the program, how long did it take for repairs to be completed?
Days

Don't remember

Weeks

Didn't finish (go to 12)

Months
FEMA Form 009-0-7 (Jan 14)

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SHELTERING TEMPORARY ESSENTIAL POWER (STEP) SURVEY
10. After this program completed its repairs, did your home need additional repairs before you felt you could live in it?
Yes

Don't remember

No

Other (specify)

11. How much time passed between when the program completed its repairs and when you lived in your home again?
Days

Don't remember (go to 12)

Weeks

Didn't return home (go to 12)

Months

(If less than 2 weeks go to 12)

11a. Tell me about why it took that long for you to return home.
Small boilers

Insulation

Bathrooms

No/delayed Certification of Occupancy

Sub-flooring

Other - related to damage/repairs (specify)

Other - NOT related to damage/repairs

PERMANENT REPAIRS
12. Now I am going to ask about permanent repairs that were NOT made by [STEP or the Rapid Repairs Program]. Permanent repairs are those that repaired
your home so that it looked and worked as if it had not been damaged at all. These may or may not have been paid for by FEMA. Can you tell me what
permanent repairs were made to your home?
Restored power/electricity

Exterior - Roof

No permanent repairs made (go to 14)

Heating/cooling

Exterior - non-roof

Don't know/remember (go to 14)

Restored water

Plumbing/sewage

Flooring

Drywall

Windows

Other (specify)

13. The next item is another statement. This repair program helped me to live in my home until permanent repairs could be made. Would you say you:
Strongly Disagree

Neither Agree or Disagree

Disagree

Agree

Strongly Agree

PROGRAM IMPROVEMENT
14. What do you think should be changed about the overall [STEP or Rapid Repairs] program to make it better?
No changes needed

Improve program information

Allow permanent repairs

Improve communication

Allow for more repairs

Don't know

Make repairs faster

Other (specify)

CLOSING
15. I have one last question for you. Do you have other comments or suggestions about [STEP or Rapid Repairs] that you haven't already shared?

Thank you very much for your time. Have a good day/evening.
FEMA Form 009-0-7 (Jan 14)

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