Narrative of Change FEMA Form 007-0-6

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.