Helpline/Contact Survey
OMB Control Number 1660-0036
Expiration Date 02/28/2014
PAPERWORK BURDEN DISCLOSURE NOTICE: Public reporting burden for this survey is estimated to average 6 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.
PRIVACY ACT STATEMENT
AUTHORITY: Government Performance and Results Act (GPRA), 5 U.S.C. Ch. 3 as amended and the GPRA of 2010 (P.L. 111-352); Executive Order (EO) 12862, “Setting Customer Service Standards;” and its March 23, 1995 Memorandum addendum, “Improving Customer Service;” Executive Order 13411 “Improving Assistance for Disaster Victims;” Executive Order 13571 “Streamlining Service Delivery and Improving Customer Service;” and its June 13, 2011 Memorandum “Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service.”
PRINCIPAL PURPOSE(S): DHS/FEMA collects this information to measure Individual Assistance customers’ satisfaction with FEMA services.
ROUTINE USE(S): This information is used for the principal purpose(s) noted above and will not be shared outside of DHS/FEMA, except as allowed under DHS/FEMA-008 - Disaster Recovery Assistance Files (April 30, 2013, 78 FR 25282), or as required by law.
DISCLOSURE: The disclosure of information on this form is strictly voluntary and will assist FEMA is making improvements to its Individual Assistance program; failure to provide the information requested will not impact the provision of FEMA Individual Assistance to qualified entities.
QUESTIONS
Introduction
Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who talked with a FEMA Representative on (Call Date)?
Yes
No
If no: What would be a better time to call back? Thank you for your time and have a good day/evening.
If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Do you remember speaking with (Agent) on (Call Date)?
Yes
No
If no: Thank you for your time and have a good day/evening.
If yes: Would you volunteer to take 3-7 minutes to answer some questions.
Yes
No
If no: What would be a better time to call back? Thank you for your time and have a good day/evening.
If yes: Thank you. These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored and/or recorded for quality assurance.
1. To get started we’ll use a scale of Excellent, Good, Satisfactory, Below Average or Poor. How would you rate (Agent) on showing an interest in helping you?
If response = Below Average or Poor go to1a else go to 2.
1a. What made you feel he/she was not interested in helping?
Didn’t Answer Question(s)
Didn’t Listen
Didn’t make Me Eligible
Minimized my losses
No Empathy
Rushed Call/Contact
Other
2. How would you rate him/her on being courteous?
Excellent
Good
Satisfactory
Below Average
Poor
If response = Below Average or Poor go to 2a else go to 3.
2a. In what way was he/she not courteous?
Accusatory
Agent wasn’t Knowledgeable
Condescending
Didn’t Answer Questions
Impatient
Interrupted
No Empathy
Rude
Tone of voice
Other
Now thinking about the information [Agent] provided,
3. How would you rate him/her on explaining information so it was easy to understand?
Excellent
Good
Satisfactory
Below Average
Poor
If response = Below Average of Poor go to 3a, if Excellent go to 3b else go to Q4
3a. What did he/she do that made the information difficult to understand?
Agent Wasn’t Knowledgeable
Didn’t Answer Questions
Inconsistent Information
Jargon/Terminology
No Empathy
Speech Unclear
Talked too Fast
Too Complicated
Rude
Other
3b. What specifically did he/she do to help you understand the information?
Answered Questions
Asked if I Understood
Explained Details
Patient
Repeated Information
Used Easy to Understand Terminology
Other
4. How would you rate him/her on letting you know what you needed to do next?
Excellent
Good
Satisfactory
Below Average
Poor
If response = Below Average or Poor go to 4a else go to 5.
4a. In what way was he/she [Q4 Response] in letting you know what you needed to do next?
Agent wasn’t Knowledgeable
Didn’t answer Questions
Next Steps not Given
Rushed/No time to Write information
Too Confusing
Too much Information
Other
5. Overall, would you say the level of customer service provided by [Agent] was Excellent, Good, Satisfactory, Below Average or Poor?
If response = Satisfactory, Below Average or Poor go to 5a else go to 6.
5a. What specifically could he/she have done better?
Be More Accurate
Be More Clear
Be More Caring/Empathetic
Have more Patience
Provide More Details
Use Plain Language
Other
If Type Call = DSA go to Q6 else go to Q7
6. Did the face to face meeting with [Agent] take place:
In your home
At a business
At your work place
On the street
In a shelter
At a local meeting place such as a church, town hall, school etc.
At a Disaster Recovery Center
Other
Did not meet face to face
If response = Did not meet face to face to Q7 else go to 6a
6a. If you needed assistance with temporary housing how would you rate [Agent] in helping you find housing resources? Would you say:
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not at all Helpful
Did not need not temporary housing
If response = Not Very Helpful or Not at all Helpful go to Q6b else go to q 6c
6b. In what way could they have been more helpful in assisting with housing resources? (Text Box)
6c. If the representative provided you with information about other agencies or organizations how helpful was that information? Would you say:
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not at all Helpful
Information not needed/provided
If response = Not Very Helpful or Not at all Helpful go to Q6d else go to q 6e
6d. In what way could the information about other agencies or organizations have been more helpful? (Text Box)
6e. Did you have any needs that were not addressed by the representative?
Yes
No
Don’t know/don’t remember
If response = Yes go to 6f else go to 6g
6f. What specific needs were not addressed? (Text Box)
6g. What did you like most about being able to meet face to face with the FEMA representative?
(Text Box)
6h. What did you like least about being able to meet face to face with the FEMA representative?
(Text Box)
6i. What suggestions do you have for FEMA on better ways to assist disaster survivors?
(Text Box)
Go to Q8
The next few questions are related to the Recorded Messages and Prompts that you heard just prior to speaking with the FEMA Helpline Representative.
7. Did you select a prompt option that allowed you to access your application and hear the status prior to talking with the Representative?
Yes
No
Don’t know / Don’t remember
If response = Yes go to 7a else go to 8
7a. How would you rate the automated system in providing the information you needed? Would you say it was Very Helpful, Somewhat Helpful or Not Very Helpful?
If response = Not Very Helpful go to 7b else go to 7c
7b. What suggestions do you have for improving the automated information system?
7c. How likely are you to use the automated information system to check on your FEMA assistance in the future? Would you:
Definitely use
Probably use
Might or Might Not use
Probably would Not use
Definitely would Not use
Don’t Know/No Opinion
The next question is about the FEMA.gov and Disaster Assistance.gov websites where you can view your account online to check status, view correspondence and make minor changes.
8. Did you try to check on your application using FEMA’s website?
Yes
No
Don't Remember
If response = No go to 8a, if Yes go to 8b, else go to 9.
8a. What were your reasons for not using the Internet to view your information?
Computer Damaged
Didn't Know I Could
Limited Computer Skills
No Computer
No Internet Access
Preferred to Talk to FEMA
Security Concerns
Utilities Out
Website not Accessible
Other
8b. Overall, how would you rate that experience? Would you say it was:
Excellent
Good
Satisfactory
Below Average
Poor
No Opinion
If response = Below Average or Poor go to 8c else go to 8d.
8c. Please tell me your reasons for that rating.
Browser Issues
Info Needed Not Available
Instructions/Help Information Unclear
Navigation Issues
Preferred to Talk to FEMA
Security Concerns
Security screen Characters
Slow Internet Response Time
Technical problems
Too Complicated/Difficult
Took too long to view/edit information
Other
8d. When checking your FEMA application online, were you using a mobile device such as an internet-enabled smartphone?
Yes
No
Don’t Know/Remember
8e. In the future, how likely are you to use the DisasterAssistance.gov website to check your status? Would you…
Definitely use
Probably use
Might or Might Not use
Probably would Not use
Definitely would Not use
No Opinion
If response = Probably would Not use or Definitely would Not use go to 8f else go to 9.
8f. What changes are needed to increase the likelihood?
9. Your opinion is very valuable to us. May we call at a later date to ask some additional questions?
Yes
No
Closing
Thank you for your time. Have a good evening.
FEMA Form 007-0-5
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | BACKGROUND |
| Author | TxNPSC |
| File Modified | 0000-00-00 |
| File Created | 2021-01-28 |