Narrative of Change FEMA Form 007-0-6

Nar.Chg.FEMA Form 007-0-6 Casework Survey12182013 .doc

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

Narrative of Change FEMA Form 007-0-6

OMB: 1660-0036

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FEMA Form 007-0-6 Casework Representative Survey

Form Name Revised To: Casework Survey



LOCATION

OF CURRENT TEXT QUESTION

NUMBER

CURRENT TEXT

REVISED TEXT

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 received a phone call from (Agent) on (Call Date)?


If no: Thank you for your time and have a good day/evening.


If yes: We're looking for ways to improve the quality of our Call Center service and your opinion is very important to us. Do you remember speaking with (Agent) when he/she called?

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: Thank you for your time and 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 that your answers will not affect the outcome of your application for FEMA assistance.

Introduction Revised

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 received a phone call from FEMA Representative (Agent) 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) when he/she called you about your application for FEMA disaster assistance?

  • 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.

Transition

Let's start with questions specific to that telephone call.

Transition Revised

Let's start with questions related only to the telephone call with [Agent] who called you on [Call Date].

1.

1. Using a rating scale of Excellent, Good, Satisfactory Below Average or Poor, how would you rate (Agent) on showing an interest in helping you?


If Below Average or Poor go to question 1a otherwise go to question 2.

No change


1a.

1a. What made you feel he/she was not interested?

Rushed Call

Didn't Answer My Questions

Didn't Listen

No Empathy

Minimized My Losses

Didn't Make Me Eligible

Other

1a. Revised

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

  • Other

Transition

New


Transition

New

Now thinking about the information [Agent] provided during the call,

2.

2. How would you rate him/her on providing information in an easy to understand manner?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average of Poor go to question 2a, if Excellent go to question 2b otherwise go to 3.

3. Relocated and revised

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 or Poor go to 3a, if Excellent go to 3b else go to 4.

2a.

2a. In what way was it Below Average or Poor?

Talked too Fast

Speech Unclear Jargon/Terminology

Too Complicated Inconsistent Information Other

3a. Relocated and revised

What did he/she do that made it 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

2b.

2b. What specifically did he/she do to help you understand the information?

Patient Used Easy Terminology Asked if I Understood

Repeated Information Other

3b. Relocated and revised

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

3.

3. How would you rate him/her on being courteous?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average or Poor go to question 3a otherwise go to question 4.

2. Moved up but no change

How would you rate him/her on being courteous?

  • Excellent

  • Good

  • Satisfactory

  • Below Average

  • Poor

If response = Below Average or Poor go to 2a otherwise go to 3.

3a.

3a. In what way was he/she not courteous?

Impatient

Interrupted

Accusatory

Condescending

Tone of Voice

Other

2a. Revised

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

4.

4. How would you rate him/her on letting you know what you needed to do next?

Excellent

Good

Satisfactory

Below Average

Poor

If Below Average or Poor go to question 4a otherwise go to question 5.

No change

4a.

4a. In what way was it Below Average/Poor?

Next Steps not Given Didn't Answer Questions Too much Information

No time to Write Information Too Confusing Other

4a. Revised

In what way was he/she [Below Average/Poor] 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.

5. How confident were you in how he/she handled the topic he/she called about? Would you say you were Extremely Confident, Very Confident, Somewhat Confident, Not Very Confident, or Not at all Confident?


If Not Very Confident or Not at all Confident go to question 5a, if Extremely Confident go to question 5b otherwise go to question 6.

Deleted

6.

6. What was your overall impression of the customer service provided by (Agent)? Would you say it was Excellent, good, Satisfactory, Below Average or Poor?

If Below Average or Poor go to question 6a otherwise go to question 7.

5. Revised

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.

6a.

6a. what specifically could he/she have done better?

5a. Revised

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

7.

7. Your opinion is very valuable to us, may we call you at a later date to ask you some additional questions? Yes

No

No change

Closing


If Yes. Thank you for your time. Have a good evening.

If No. I understand. Thank you your time. Have a good day/evening.

Closing revised

Thank you for your time. Have a good day/evening.












File Typeapplication/msword
File TitleFF-####, TITLE
AuthorFEMA Employee
File Modified2013-12-18
File Created2013-12-18

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