Communication and Process Survey

COMMUNICATION AND PROCESS SURVEY

FEMA Form 007-0-9

OMB Control Number 1660-0036

Expiration ___

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 I.D. # is _______. May I please speak with ____________________(applicant name) or the person 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 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.

If No: I understand. Thank you for your time and have a nice day/evening.

COMMUNICATIONS

Now, I would like you to consider the many ways you may have become aware of FEMA disaster assistance.

Question

Response Options

ComQ1. What were your main sources of FEMA disaster assistance information?

Source	Check
Television
Radio
Newspaper
Flyers/Signs
Schools/Local Organizations
Disaster Workers
State/Local Government
Social Media (Facebook, Twitter,etc.)
FEMA website/Internet
Voluntary Agencies
Insurance Company
Friends/Relatives/Neighbors
Other (Specify)

COMMUNICATIONS (Continued)

Question

Response Options

Com2. How would you rate each communication source mentioned

[insert sources] on providing the information you needed? Would you say it was…

(Select source checked and repeat if multiple sources.)

(READ scale only as needed)

		Excellent	Good	Satisfactory	Below Average	Poor	Don’t Know / No Opinion
Source	Check
Television
Radio
Newspaper
Flyers/Signs
Schools/Local Organizations
Disaster Workers
State/Local Government
Social Media (Facebook, Twitter,etc)
FEMA website/Internet
Voluntary Agencies
Insurance Company
Friends/Relatives/Neighbors
Other (Specify)

COMMUNICATIONS (Continued)
Question		Response Options
ComQ3. When did you first hear that you could apply for FEMA disaster assistance?		Up to 1 week after the disaster declaration 2-3 weeks after the declaration 1-2 months after the declaration Over two months after the declaration Took a long time to be declared Other

COMMUNICATIONS (Continued)

Best Way To Contact

Response Options

ComQ4. What would be the best way for FEMA to provide general disaster assistance information to you after a disaster?

DO NOT READ (CHECK ONLY ONE)

Source	Best Way
Television
Radio
Newspaper
Flyers/Signs
Schools/Local Organizations
Disaster Workers
State/Local Government
Social Media (Facebook, Twitter,etc)
FEMA website/Internet
Voluntary Agencies
Insurance Company
Reverse 911 (Auto Dialer)
Email/Text Message
Friends/Relatives/Neighbors
Other (Specify)

ComQ4a. What suggestions do you have to improve FEMA’s communication?_________________________________________

_________________________________________________________________________________________________________

REGISTRATION COMPONENTS – by phone

This next series of questions is about registering for disaster assistance.

RI.Q5 Please use a scale of excellent, good, satisfactory, below average, or poor. How would you rate FEMA’s registration process on

(READ scale only as needed)

Excellent

Good

Satisfactory

Below Average

Poor

DK / NO

RI5a

Being easy to reach by phone?

RI5b

Convenient to apply?

RI5c

Making it simple to apply?

RI5d

The time it takes to complete your registration?

RI5e

Having enough time to tell your story?

RI5f

Having sufficient time to apply before the deadline?

RI5g

Providing useful information to aid your recovery?

RI5h

Helping you understand what FEMA does?

RI5i

Helping you understand the many types of assistance available to you?

RI5j

Letting you know what you needed to do next?

REGISTRATION PROCESS - Overall Rating
RI5k	Overall, what would be your rating of the registration process? Would you say it was … (READ scale) (If Below Average/Poor go to RI5L, otherwise go to RI5m)	Excellent		Good	Satisfactory	Below Average	Poor	Don’t Know/ No Opinion
RI5L	What exactly were you dissatisfied with during the registration process?

RI5m. What suggestions would you recommend to improve the registration process?_________________________________________

_________________________________________________________________________________________________________

(Clarify)

FINAL WEEK Registration – Phone or Internet (only for those who registered in the last two weeks of the application period)
Question	Response Options
For this next question, FEMA is looking for new ways to speed up the process of providing disaster assistance.
FWR.Q6. What was the primary reason your registration was submitted just before the closing date?	(DO NOT read) Expected insurance to cover loss Just heard about FEMA Didn’t think I would qualify Self Sufficient – didn’t want to ask for help Began to see evidence of water intrusion (Other Specify) County was added late Didn’t know I had damages (was not home, etc.)

On-Line Registration Attempt (Skip if internet registration)
Question	Response Options
These next questions are about attempting to use a mobile device or a computer to register for disaster assistance.
IntRIQ7. Did you personally try to register using the fema.gov site with a mobile device?	(DO NOT read) No (Go to IntRIQ7-1a) Yes and I was able to register on line (Go to Q7-1d) Yes I tried but was unable to register the case (Go to Q7-1b) (DO NOT read) Don’t remember (Skip to next series)
Q7-1a. What were your reasons for not using a mobile device to register? Skip to Q7-2a (Online Computer)	Don’t have a mobile smart phone device Don’t have mobile internet access Phone damaged Limited computer skills Security concerns M.FEMA.gov was not accessible Wanted to talk to FEMA Didn’t know about the mobile on-line service Utilities were out (battery charge issue) No cell service Other (specify)
Q7-2a Have you tried to register online using a computer?	No (Go to Q7-2b) Yes, I successfully registered. (Go to Next Series) Yes but was unable to register. (Go to IntRIQ7-2c) (DO NOT read) Don’t remember (Skip to next series)
IntRIQ7-2b. What were your reasons for not registering online? Skip to next series	FEMA.gov was not accessible Don’t have a computer Don’t have internet access Computer damaged Limited computer skills Security concerns Wanted to talk to FEMA Didn’t know about the on-line service Utilities were out Other (specify)
IntRIQ7-2c. Why were you unable to register online? Skip to next series		Web browser problem Navigation problem Slow screen response time System Error messages, Too complicated Instructions not clear Not confident changes were made, so called to verify Log on, pin or password issues Information I wanted was not available Took too long to view / edit my information Kicked out or Timed out, Time Expired Other (Specify)

AGENCY REFERRALS
Question		Response Options
When you registered with FEMA, we may have advised you to contact other government agencies or relief organizations that also provide assistance.
AgRef7. Were you referred to other agencies?		Yes (Go to 7a) No / Don’t Remember (Skip to 7b)
AgRef7a. Which agencies were you referred to? (Check highlighted agencies that respondent can recall. Blue indicates NEMIS referral.)		REFERRED AGENCIES (HIGHLIGHTED AGENCIES WERE REFERRED)	RECALL REFERRAL
		Small Business Administration
		American Red Cross
		Internal Revenue Service
		Social Security Administration
		Disaster Unemployment
		Crisis Counseling
		Department of Education (Student Loans)
		Veterans Administration
		211
		Other

Auto Dialer Feature
The auto dialer is an electronic feature FEMA uses to let you know that we have received your fax, letter or returned mail. It may also be used to let you know when we sent out a letter, so you can be expecting it in the mail.
Question	Response Options
If auto populated, go to AD#1b Campaign: _______ Date:____________ received Auto Dialer Message
Did you receive a call from FEMA’s automated system? If yes, go to AD#1a. If No or Do not remember, go to next series.	Yes No Do not remember
(AD#1a Ask only if the information is not available via auto dialer). AD#1a. What document did the recording refer to? (DO NOT read list. Mark all that apply.) Continue to AD#1b if 3,4, 5 selected; Otherwise, continue to AD#1c:	1) Fax or Correspondence received at FEMA 2) App’s Mail Returned to FEMA 3) FEMA Letter to App - X 4) FEMA Letter to App - Y 5) FEMA Letter to App – Z 6) EFT 7) Registration received 8) Inspection Scheduled 6) Do not Remember 7) Other (specify)
If 3) or 4) or 5) from AD#1a, ask: AD#1b. Did you receive the automated message before you received your letter in the mail?	Yes On the same Day No Do not remember
AD#1c. How many times did you receive the same message?	0 number of times 1-2 3-4 5 or more
AD#1ca. Was that the right number of times for you? If not, what # would have been better? Specify: Text Box	Yes No

CUSTOM QUESTIONS – Auto Dialer Feature	continued
AD#1d Was the time of day you received the recording convenient for you? If no, go to AD #1da. If Yes or Don’t Know, go to AD#1e	Yes No Don’t know/No opinion
AD#1da What time of day did you receive the recording?	_______ cst on a ____day (name the day)
AD#1e. How helpful was the information provided on that recorded message? Read list.) (If Not very helpful or Not at all helpful, go to AD#1ea)	Extremely helpful Very helpful Somewhat helpful Not very helpful Not at all helpful (do not read) Don’t know/No opinion
AD#1ea. In what way was it not helpful? (DO NOT read list. Mark all that apply.)	Confusing Not sure which document the recording referred to Did not understand what I was to do next Sound was not clear Received the same message over and over again Message came too late, I already knew about the information Had already called the HL Had to call the HL (record Yes in AD#1f) Other (specify)
AD#1f. Did you need to call the FEMA Helpline after you heard the recording? If yes, go to AD#1fa If no, or do not remember, go to AD#1h.	Yes No Do not Remember
AD#1fa. What help did you need? (DO NOT read list. Mark all that apply.)	Clarification of the auto dialer message To hear the auto dialer message repeated To change my address, phone number, etc. To ask what to do next To appeal (or ask how to appeal) To ask what my funds covered To ask what the letter I received referred to Other (specify)

CUSTOM QUESTIONS – Auto Dialer Feature	Continued
AD#1g. Was the HL representative knowledgeable about the recorded message you received?	Yes No Do not Remember
AD#1h. What suggestions do you have to improve this recorded message feature? [Specify: Text box]

SUGGESTION
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 FEMA about improved communications that you haven’t already shared?		Open-ended Question Type response in designated area. ________________________________________________________________________________________________________________________________________________________

PERMISSION AND CLOSING
Your opinion is very valuable to us, may we call you at a later date to ask you some additional questions? Yes No If “yes,” Thank you very much for your time. Have a good day/evening. If “No,” I understand. Thank you very much for your time. Have a good day/evening

FEMA Form 007-0-9 14