Narrative of Change for FEMA Form 007-0-7

FEMA Form 007-0-7 Disaster Recovery Center Survey

LOCATION by CURRENT TEXT QUESTION

CURRENT TEXT

REVISED TEXT

Introduction

Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___ and my ID # is _________. May I please speak with (Applicant) or the person who visited the Disaster Recovery Center on ________ (visit date)?

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 3 - 7 minutes to answer some questions?

If No: I understand, 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 your answers will not affect the outcome of your application for FEMA assistance.

Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___ and my ID # is _________. May I please speak with (Applicant) or the person who visited the Disaster Recovery Center on (Visit 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.

Would you volunteer to take 5 - 9 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. The following questions comply with the Privacy Act of 1974 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.

1.

Considering everything you experienced at the Disaster Recovery center, what would be your overall rating of the Center?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[If response=Excellent or Good, go to 1a]

[If Below Average or Poor, go to 1b]

[else go to 2]

1. No change

1a.

What specific reason caused you to give it that rating? [Text Box]

1a. No change

1b

What specific reason caused you to give it that rating? [Text Box]

1b. No change

2.

When you first learned that a FEMA Disaster Recovery Center was opening, and BEFORE you went there, what type of services and information did you EXPECT to find?

	FEMA Programs
	Registration
	Check Status
	Food Assistance
	Mitigation
	Inspection
	Temporary Housing
SBA
IRS
Red Cross
Blue Tarp / Roof
Rapid Temporary Repair
Don't Know / No Opinion
Other (Specify): [Text Box]

Revised and moved to 5:

3.

How did you hear about the location of the Recovery Center?

	Friends/Relatives/Neighbors
	Newspaper
	Flyers
	FEMA Website
Signs
FEMA Employees
Red Cross
Driving By
Radio
Television
Local Gov't (City, County, EMS, etc.)
Community Groups (Churches, Local Clubs)

2. Revised

How did you hear about the location of the Recovery Center?

• Community Group (club, church, school etc.)

• Disaster Workers (ARC, Salvation Army, Local Gov., etc.)

• FEMA Disaster Worker

• FEMA Website

• Flyers, Signs, Billboards, Posters, etc. (Including driving by).

• Internet searches (Google, Bing, etc.)

• Newspaper

• Radio

• Service Provider (Insurance, water, gas phone, etc.)

• Social Media (Facebook, Twitter, etc.)

• Television

• Text, Phone, Email Alerts (reverse 911, robo call, RSS Feed, etc.)

• Word of Mouth (friends, family, neighbors, employer, landlord etc.)

• Other (Specify)

If only response = Word of Mouth… go to 2b else go to 2a

3a.

How would you rate FEMA in letting you know the location of the Center in your area? Would you say they were…?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor, go to 3b]

2a. No change.

New

2b. New

What would be the vest way of advertising the Center? (Text Box)

4.

How would you rate the convenience of the Center’s…

Revised 3:

How convenient for you was the Center’s location” Would you say…

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 3a else go to 4]

4a

location? Would you say…?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 4b; otherwise go to 4c]

Merged into one Question Number above.

4b.

What specific reason caused you to give it that rating? [Text Box]

3a. Revised

4c.

hours of operation? Would you say…?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 4d; otherwise go to 5]

4. Revised

How convenient for you were the Center’s hours of operation? Would you say…

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 4a else go to 5]

4d

What specific reason caused you to give it that rating? [Text Box]

4a. No change

Moved

5. Moved and Revised:

BEFORE you arrived at the Disaster Recovery Center, what type of services and information did you EXPECT to find?

• Apply/Register for FEMA assistance

• Blue Tarp/Roof/Rapid Temporary Repair

• Check Status

• Crisis Counseling

• Deliver Fax/Paperwork

• FEMA Program Information

• Food Assistance

• Inspection Information

• Insurance Information (Home owners/renters/flood, State Insurance Commission)

• IRS

• Legal Aid

• Mitigation/Debris Removal/Water Purification Information

• SBA

• Supplies (Cleaning, Water, Formula, Diapers, etc.)

• Temporary Housing Resources

• Unemployment

• Volunteer Organization (ARC, Salvation Army, United Way, etc.)

• Had no Expectation

• Other Federal, State, Local Agencies (Specify)

• Other (Specify)

5.

A variety of disaster services and agencies were at the Center. AFTER you went there and saw what was available, what specifically did you want to accomplish during your visit to the Center?

	FEMA Program Info
	Registration
	Check Status
	Temporary Housing
	Mitigation
	Inspection
	Deliver / Fax Paperwork
SBA
Unemployment
Red Cross
IRS
Blue Tarp / Roof
Rapid Temporary Repair
Food Assistance
Crisis Counseling
Other Agencies (Specify): [Text Box]
Other Reasons (Specify): [Text Box]

6. Revised

AFTER you entered the Center and saw what was available, what specifically did you want to accomplish during your visit?

• Apply/Register for FEMA assistance

• Blue Tarp/Roof/Rapid Temporary Repair

• Check Status

• Crisis Counseling

• Deliver Fax/Paperwork

• FEMA Program Information

• Food Assistance

• Inspection Information

• Insurance Information (Home owners/renters/flood, State Insurance Commission)

• Legal Aid

• IRS

• Mitigation/Debris Removal/Water Purification Information

• SBA

• Supplies (Cleaning, Water, Formula, Diapers, etc.)

• Temporary Housing Resources

• Unemployment

• Volunteer Organization (ARC, Salvation Army, United Way, etc.)

• Other Federal, State, Local Agencies (Specify)

• Other (Specify)

(If response = Temporary Housing go to 6a, else go to 7]

5a.

How would you rate the Center on helping you find available housing? Would you say…..?

Extremely Helpful

Very Helpful

Somewhat Helpful

Not Very Helpful

Not At All Helpful

Don’t Know / No Opinion

[Not Very Helpful or Not At All Helpful, go to 5b]

6a. No change.

5b.

How could they have been more helpful? [Text Box]

6b. No change.

6.

Did you accomplish all the things you wanted to during your visit to the Center?

Yes

Some

No

[Some or No go to 6a and check all that apply; otherwise go to 7]

7. No change.

6a.

What things were not accomplished?

	FEMA Program Info
	Register
	Check Status
	Temporary Housing
	Mitigation
	Inspection
	Deliver / Fax Paperwork
SBA
Unemployment
Red Cross
IRS
Blue Tarp / Roof
Rapid Temporary Repair
Food Assistance
Crisis Counseling
Other Agencies (Specify): [Text Box]
Other Reasons (Specify): [Text Box]

7a. Revised

What things were not accomplished?

• Apply/Register for FEMA assistance

• Blue Tarp/Roof/Rapid Temporary Repair

• Check Status

• Crisis Counseling

• Deliver Fax/Paperwork

• FEMA Program Information

• Food Assistance

• Inspection Information

• Insurance Information (Home owners/renters/flood, State Insurance Commission)

• Legal Aid

• IRS

• Mitigation/Debris Removal/Water Purification Information

• SBA

• Supplies (Cleaning, Water, Formula, Diapers, etc.)

• Temporary Housing Resources

• Unemployment

• Volunteer Organization (ARC, Salvation Army, United Way, etc.)

• Other Federal, State, Local Agencies (Probe and Specify)

• Other (Specify)

7.

How would you rate the Recovery Center Staff on…?

8. Revised

How would you rate the Recovery Center Staff on being courteous? Would you say…

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 8a else go to 9]

7a.

being courteous? Would you say…?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 7b and check all that apply, otherwise go to 7c]

Merged into one Question Number above.

7b.

In what way was he/she not courteous?

Impatient

Interrupted

Accusatory

Condescending

Tone of Voice

Other [Text Box]

8a. Revised

In what way were they not courteous?

• Accusatory

• Agent wasn’t Knowledgeable (Probe & Specify)

• Condescending

• Didn’t Answer Questions (Probe & Specify)

• Impatient

• Interrupted

• No Empathy (Caring/Concern)

• Rude/Disrespectful/Unprofessional

• Tone of voice

• Other (Specify)

7c.

showing an interest in your situation?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 7d and check all that apply, otherwise go to 7f]

9. Revised

…and on showing an interest in your situation? Was the Recovery Center Staff…

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 9a else go to 10]

7d.

What made you feel he/she was not interested in helping?

Didn’t Answer Questions

Didn’t Listen

No Empathy

Indifference

Didn’t make me Eligible

Other [Text Box]

[If Didn’t Answer Questions is checked go to 7e]

9a. Revised.

What made you feel he/she was not interested in helping?

• Didn’t Answer Question(s) or fully explain (Probe & Specify)

• Didn’t Listen

• Didn’t make Me Eligible

• Didn’t provide next steps

• Minimized my losses

• No confidence in agent’s knowledge

• No Empathy (Indifference/lack of concern etc.)

• Rushed Call

• Other (Specify)

7e.

What questions were not answered? [Text Box]

10. Revised

Using the same rating scale how would you rate the Disaster Recover Center Staff on letting you know what you needed to do next?

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 10a else go to 11]

7f.

letting you know what you needed to do next?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 7g and check all that apply below, otherwise go to 7i]

Merged into one Question Number above.

7g.

What specific reason(s) caused you to give it that rating?

Next Steps not given

Didn’t Answer Questions

Too much info

Too Confusing

Indifference

Other [Text Box]

[If Didn’t Answer Questions is checked go to 7h]

10a. Revised

What specific reason(s) caused you to give it that rating?

• Explanations were confusing, inconsistent, incomplete etc.

• Didn’t Answer Questions (Probe & Specify)

• Didn’t make Me Eligible

• Next Steps not given

• No Empathy (Indifference/lack of concern etc.)

• Poor customer service (Probe & Specify)

• Too much info

• Other (Specify)

7h.

What questions were not answered? [Text Box]

Deleted

7i.

making good use of your time?

Excellent

Good

Satisfactory

Below Average

Poor

Don’t Know / No Opinion

[Below Average or Poor go to 7j and check all that apply below, otherwise go to 8]

11a. Revised

…and on making good use of your time?

• Excellent

• Good

• Satisfactory

• Below Average

• Poor

• Don’t Know / No Opinion

[If response = Below Average or Poor go to 11a else go to 12]

7j.

What specific reason(s) caused you to give it that rating?

Upfront Info

Organization

Need more Staff

Phone Issues

Computer Issues

Other [Text Box]

11a. Revised

What specific reason(s) caused you to give it that rating?

• Computer Issues

• Needed more Staff

• Not well organized

• Phone Issues

• Upfront Info (Answer questions, tell eligibility)

• Other [Specify]

New

12. New

While at the Disaster Recovery Center did you receive any FEMA brochures or information sheets?

• Yes

• No

• Don’t Remember

[If response = Yes go to 12a else go to 13]

New

12a. New

How helpful was the written material? Would you say:

• Very Helpful

• Helpful

• Not Very Helpful

• Not at all Helpful

[If response = Not Very Helpful or Not at all Helpful go to 12b else go to 13]

New

12b. New

What changes are needed to make the information more helpful? (Text Box)

New

13. New

Did you request to use alternate communication tools such as an amplified phone, illuminated Magnifier or other types of accessibility while at the Recovery Center?

• Yes

• No

• Don’t Remember

[If response = Yes go to 13a else go to 14]

New

13a. New

How satisfied were you with the device(s) provided?

• Very Satisfied

• Satisfied

• Not Very Satisfied

• Not at all Satisfied

[If response = Not Very Satisfied or Not at all Satisfied go to 13b else go to 14]

New

13b. New

What changes should be made at the Disaster Recovery Center to improve alternate communication and accessibility services? (Text Box)

New

14. New

Have you encouraged friends, family or others to visit the Disaster Recovery Center?

• Yes

• No

• Don’t know/Don’t remember

(If response = Yes go to 14a else go to 15)

New

14a. New

Did you communicate that information:

• Face to face

• Text or e-mail

• Telephone call

• Social Media (Facebook, Twitter etc.)

• Other (Specify)

8.

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 Disaster Recovery Centers that you have not already shared? [Text Box]

15. Revised

FEMA is interested in getting your opinion on what we could do to improve our service. What recommendations would you like to pass on to improve the Disaster Recovery Centers [Text Box]

Close

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

Close: No change.

10