Form FEMA Form 519-0-1 FEMA Form 519-0-1 Public Assistance Customer Satisfaction Survey

DEPARTMENT OF HOMELAND SECURITY
FEDERAL EMERGENCY MANAGEMENT AGENCY
PUBLIC ASSISTANCE CUSTOMER SATIFACTION SURVEY

OMB NO. 1660-0107
Expires March 31, 2012

PAPERWORK BURDEN DISCLOSURE NOTICE
Public reporting burden for this data collection is estimated to average 20 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 this survey. You are not required to respond to this collection of information unless a valid OMB control number is displayed.
Send comments regarding the accuracy of the burden estimate and any suggestions for reducing the burden to: Records
Management Division, Information Collections Management, Department of Homeland Security, Federal Emergency Management
Agency, 500 C Street, SW, Washington, DC 20472, (Paperwork Reduction Project, OMB Control Number 1660-0107). NOTE: Do not
send your completed questionnaire to this address.
This survey is voluntary.

FEMA PUBLIC ASSISTANCE
CUSTOMER SATIFICATION SURVEY

3. For what type(s) of project(s) did you apply?
Not applicable, state grantee (skip to question 5)

Please answer the following questions about your
experience with the Federal Emergency Agency (FEMA)
Public Assistance Program. Your answers will help
improve FEMA's response in future disasters. If you
cannot answer this questionnaire, please pass this
questionnaire on to the appropriate person in your office.

All large projects (over $xx,xxx in fy xxxx)(skip to question 5)
All small projects ($xx,xxx and under)
More large than small projects
More small than large projects
Equal number of large and small projects

4. If you applied for all large projects, please mark "not
applicable" and go to question 5. Applicants have the option
of writing their own Project Worksheet(s) for small projects.
For the small projects for which you applied, did you choose to
write your own Project Worksheet(s):

GENERAL QUESTIONS
The following questions ask for general
information about your background.

All of the time
Most of the time
Half of the time
Some of the time
Never
Not applicable, did not apply for small projects

1. What was the disaster type, declaration date,
State involved, and disaster number of your most
recent disaster where FEMA provided
assistance?
Type (flood, tornado, etc.)
Date declared (month, year)

5. Overall, how satisfied are you with the Public Assistance
Program?

State involved

Very satisfied

Disaster number, if known

Satisfied
Slightly satisfied

2. What is your organization type and your position?

Slightly dissatisfied

State Grantee

Dissatisfied
Very dissatisfied

State Director
Governor's Authorized Representative (GAR)
Alternate GAR

6. Overall, how satisfied are you with the Public Assistance
Process?

Public Assistance Officer (PAO)
Deputy PAO

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied

State Coordinating Officer (SCO)
Assistant SCO
Other

Dissatisfied

Tribal Grantee

Very dissatisfied

Subgrantee
Local government
State subgrantee
Special district
Private non-profit
Indian tribe/tribal organization/native village
Other
FEMA Form 519-0-1

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INFORMATION

12. The field staff that conducted the site visit(s)
understood the local conditions that could influence
the rebuilding process.

The following questions pertain to your initial contact
with FEMA.

Strongly agree
Agree
Slightly agree
Slightly disagree
Disagree
Strongly disagree
Do not know

7. How satisfied were you with the published information
FEMA provided on the Public Assistance Program (e.g.,
documents on FEMA's website, documents received at the
Kickoff Meeting, etc.)?
Very satisfied
Satisfied

Not applicable-No site visit(s) necessary because
always wrote own Project Worksheet(s)

Slightly satisfied
Slightly dissatisfied
Dissatisfied

Not applicable-Site visit(s) not yet conducted

Very dissatisfied

13. How reliable were the decisions and information you
received from staff?

8. How satisfied were you with staff's communication of
information?

Very reliable
Reliable
Slightly reliable
Slightly unreliable
Unreliable
Very unreliable
Do not know

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Never dealt with staff

14. Was staff turnover a problem?

9. How satisfied were you with the information FEMA provided
you concerning the availability of Public Assistance
mitigation funding?

Yes
No
Do not know

Very satisfied
Satisfied
Slightly satisfied

15. Overall, how satisfied were you with the customer service
provided by staff?

Slightly dissatisfied
Dissatisfied
Very dissatisfied
Did not receive any information on mitigation

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied

PERSONAL INTERACTION AND CUSTOMER SERVICE

16. Overall, how satisfied were you with the responsiveness
provided by staff?

The following questions concern your interaction with staff.

Very satisfied
Satisfied
Slightly satisfied

10. The field staff understood the eligibility requirements:
All of the time
Most of the time
More than half of the time

Slightly dissatisfied
Dissatisfied
Very dissatisfied

Less than half of the time
Some of the time
Never
Do not know
11. The field staff that conducted the site visit(s) were
competent and understood the types of damage they were
assessing:
All of the time
Most of the time
More than half of the time
Less than half the time
Some of the time
Never
Do not know
Not applicable-No site visit(s) necessary because always
wrote own Project Worksheet(s)
Not applicable-Site visit(s) not yet conducted

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PROJECT WORKSHEET PROCESS

21. If FEMA identified damage repair cost estimates, how
satisfied were you with these estimates?

The following questions relate to the Project Worksheet
process. *
*Note; Not all questions may apply to you. Some
questions ask about very specific Project Worksheet
activities. Please mark "not applicable," where
appropriate.

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
Cost estimates not yet completed
Not applicable-Always wrote own Project
Worksheet(s)

17. Overall, how satisfied were you with the Project
Worksheet process?
Very satisfied
Satisfied
Slightly satisfied

Slightly dissatisfied
Dissatisfied
Very dissatisfied

22. If you wrote your own Project Worksheet(s), how satisfied
were you with completing your Project Worksheet(s) in
terms of its complexity, your time invested, and the
availability of necessary information?

18a. Did you receive Public Assistance mitigation
funding?

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied

Yes, received funding (Please go to 18b)
No, applied for but did not receive funding
(Please skip to Question 19)
Do not know (Please skip to question 19)

Dissatisfied
Very dissatisfied
Not applicable-Did not write any Project
Worksheet(s)

Not applicable-Did not apply for funding
(Please skip to Question 19)
18b. If you answered "yes" to Question 18a, how
satisfied were you with the amount of Public
Assistance mitigation funding you received?

23. If you had any small projects, and you chose not to write
your own Project Worksheet(s), please briefly explain
why you asked FEMA to write your Project Worksheet(s).

Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
19. If FEMA conducted a site visit, FEMA conducted
the Project Worksheet site visit(s):
Too soon after the disaster
At the right time
Too late to be helpful
Do not know
Site visit(s) not yet conducted
Not applicable-No site visit(s) necessary because
always wrote own Project Worksheet(s)
20. If FEMA developed the scope(s) of work, how
satisfied were you with their development?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
Not applicable-Always wrote own Project
Worksheet(s)

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PROGRAM RESULTS

C. Project Worksheet review
Very reasonable

The following questions pertain to the overall
results of the Public Assistance Program.

Reasonable
Slightly reasonable

24. How satisfied were you with FEMA's timeliness:

Slightly unreasonable

A. Overall:

Unreasonable

Very satisfied

Very unreasonable

Satisfied

D. Payment of claims

Slightly satisfied

Very reasonable

Slightly dissatisfied

Reasonable

Dissatisfied

Slightly reasonable

Very dissatisfied

Slightly unreasonable
Unreasonable

B. In relation to providing information:

Very unreasonable

Very satisfied
Satisfied

26. Is there anything you would have liked FEMA to
have done differently during this disaster recovery?

Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
C. In relation to making eligibility decisions:
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
D. In relation to providing funds:
Very satisfied
Satisfied

27. Please provide any additional comments or
suggestions regarding the Public Assistance
Program.

Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied

25. How reasonable were administrative requirements for the
following?
A. Overall program
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable
B. Pre-disaster documentation
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable

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