Correspondence and Process Survey

Federal Emergency Management Agency (FEMA) Individual Assistance Customer Satisfaction Surveys

REVISED Correspondence and Process Survey FEMA Form 007-0-11 12-21-10

Correspondence and Process Survey

OMB: 1660-0036

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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

File Typeapplication/msword
File TitleCorrespondence and Process Survey
AuthorBrad Durtschi
Last Modified Bymbilling
File Modified2011-01-20
File Created2010-12-21

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