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.
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INFORMATION PACKET |
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Response Options |
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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. |
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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. |
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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. |
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IP3. Which referrals were helpful?
(DO NOT read list) (Check all that apply) Go to IP5. |
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IP4. Which referral(s) were not useful? |
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IP4a. What information would have been more helpful to you? |
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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.) |
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IP5b. Why do you feel it was below average or poor?
(DO NOT read list) |
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INFORMATION PACKET - SUGGESTIONS TO IMPROVE |
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IP6. What suggestions do you have that might help to improve the information packet? |
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(Clarify) |
APPLICANT GUIDE |
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You may also have been mailed a booklet called “Help After a Disaster: An Applicant’s Guide to Disaster Assistance.” |
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AG3. Have you had a chance to read it?
(If code Yes, go to AG3a, otherwise skip to next series.) |
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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)
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AG3c. Being easy to understand? |
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AG3d. Being well organized? |
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AG3e Containing information helpful to your recovery? |
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APPLICANT GUIDE – Overall |
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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) |
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AG3h. Why were you less than satisfied with the Guide?
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(Clarify)________________________________________________________________________________
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AG3i. What other types of information would be useful to you? (Do not read, select all that apply)
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01 02 03 04 05 06 07 08 09 10 11 12 99 |
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APPLICANT GUIDE - SUGGESTIONS TO IMPROVE |
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AG3h. What suggestions do you have that would help to improve the Applicant Guide? |
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(Clarify) |
LETTERS |
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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.)
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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) |
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Let4a. How quickly you received the letter? |
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Let4b. How easy it was to read? |
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Let4c. How well it explained what you needed to do next? |
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Let4d. How well it explained the reasons for your case decision? |
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Let4e. How would you rate the instructions for what to do if you disagree with the decision? |
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LETTERS – Overall Rating |
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Let4g.What would be your overall rating of the initial letter?
(READ scale only as needed)
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LETTERS - SUGGESTIONS TO IMPROVE |
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Let4h. What suggestions do you have that might help improve the letter? |
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(Clarify) |
APPEAL PROCESS OVERALL |
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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)
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APL1a. What caused you to be dissatisfied?
(DO NOT read list. Mark all that apply.) |
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APPEALS SERIES
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APL2. Which decision did you appeal?.
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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)
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APL3a. Which documents were you having difficulty sending? |
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APL3b. Did you need additional help from a Representative on the required documents?
(Do not Read list of documents) (If yes, go toAPL3c) |
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APL3c. How would you rate the Representative on explaining the requirements for the documents? Would you say the explanation was…
(Read list)
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APPEAL PROCESS - SUGGESTIONS TO IMPROVE |
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APL3d. What suggestions do you have that would help to improve the Appeal Process? |
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(Clarify) |
RECERTIFICATION PROCESS OVERALL |
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Question |
Response Options |
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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) |
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RCRT1a. What caused you to be dissatisfied?
(DO NOT read list. Mark all that apply.) |
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RECERTIFICATION SERIES |
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Response Options |
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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.) |
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RCRT2a. Which documents were you having difficulty sending? |
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RCRT2b. Did you need additional help from a Representative on the required documents?
(Do not read list) (If yes, go to RCRT2c) |
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RCRT2c. How would you rate the Representative on explaining the requirements for the documents? Would you say the explanation was…
(Read list)
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RECERTIFICATION - SUGGESTIONS TO IMPROVE |
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RCRT2d. What suggestions do you have that would help to improve the Recertification Process? |
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(Clarify) |
PRE-PLACEMENT INTERVIEW PROCESS OVERALL |
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Question |
Response Options |
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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)
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PPI1a. What caused you to be dissatisfied?
(DO NOT read list. Mark all that apply.) |
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PRE-PLACEMENT INTERVIEW SERIES |
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Response Options |
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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.) |
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PPI2a. Which documents were you having difficulty sending? |
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PPI2b. Did you need additional help from a Representative on which documents were required? (Do not read list) (If yes, go toPPI2d) |
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PPI2c. How would you rate [the Representative] on explaining the requirements for the documents? Would you say…
(Read list AS NEEDED)
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PPI - SUGGESTIONS TO IMPROVE |
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PPI2d. What suggestions do you have that would help to improve the Interview process for a temporary housing unit? |
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(Clarify) |
SUGGESTIONS TO IMPROVE |
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Question |
Response Options |
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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?”)
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Open-ended Question Type response in designated area. ________________________________________________________________________________________________________________________________________________________ |
PERMISSION QUESTION |
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Response Options |
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Your opinion is very valuable to us, may we call you at a later date to ask you some additional questions? |
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CLOSING |
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If “yes,” Thank you for your time. Have a good day/evening.
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If “No,” I understand. Thank you for your time. Have a good day/evening. |
FEMA
Form
File Type | application/msword |
File Title | Correspondence and Process Survey |
Author | Brad Durtschi |
Last Modified By | mbilling |
File Modified | 2011-01-20 |
File Created | 2010-12-21 |