Change Request Chart FEMA Form 519-0-1T

CHANGE REQUEST CHART

PUBLIC ASSISTANCE CUSTOMER SATISFACTION SURVEY

FEMA Form 519-0-1T (Telephone)

CURRENT LOCATION	CURRENT TEXT	REVISED TEXT
	FEMA FORM 519-0-1 T(Telephone)	FEMA FORM 519-0-1 T (Telephone)
	PUBLIC ASSISTANCE CUSTOMER SATISFATION SURVEY	PUBLIC ASSISTANCE CUSTOMER SATISFATION SURVEY
	Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is_____. My ID is____. May I please speak with [Contact Name].	Same
	General Information & Questions This call is related to the [Disaster Type], declared on [Declaration Date], in [State] under Disaster Number [DR No].	Same
	The next few questions ask for general information. What is your organization type? State Grantee Tribal Grantee Subgrantee	Same
	(If response = State Grantee go to 1a. If response = Subgrantee, go to 1b, else go to Q2.) 1a. What is your position? State Director Governor’s Authorized Representative - GAR Alternate GAR Public Assistance Officer – PAO Deputy PAO State Coordinating Officer - SCO Assistance SCO Other (Skip to Q4) 1b. What is your position? Local government State subgrantee Special district Private non-profit Indian tribe/tribal organization / native village Other	Same
	General Information & Questions For what type(s) of project(s) did you apply? Not applicable, state grantee All large projects (over $xx,xxx in FY xxxx) All small projects ($xx,xxx and under) More small than large projects Equal number of large and small projects (If response = All large projects, go to Q4, else go to Q3)	Same
	Applicants have the option of writing their own Project Worksheet(s) for small projects. For the small projects for which you applied, did you chose to write your own Project Worksheet(s): All of the time Most of the time Half of the time Some of the time Never Not applicable, did not apply for small projects	Same
	Overall, how satisfied are you with the Public Assistance Program? Very Satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
New Response Option		(If a negative response, go to 4a. Else, go to 5.) 4a. What specifically were you dissatisfied with? (Text)
	Overall, how satisfied are you with the Public Assistance Process? Very Satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
New Response Option		(If a negative response, go to 4a. Else, go to 6.) 4a. What specifically were you dissatisfied with? (Text)
	Information The next questions pertain to your initial contact with FEMA. How satisfied were you with the published information FEMA provided on the Public Assistance Program for example documents on FEMA’s website, documents received at the Kickoff Meeting, etc.? Very Satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
	How satisfied were you with staff’s communication of information? Very Satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Never dealt with staff	Same
	How satisfied were you with the information FEMA provided you concerning the availability of Public Assistance mitigation funding? Very Satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Never dealt with staff Did not receive any information on mitigation	Same
	Personal Interaction and Customer Service The next questions concern your interactions with staff. The field staff understood the eligibility requirements: All of the time Most of the time More than half of the time Some of the time Never Do not know	Same
	The field staff that conducted the site visit(s) were competent and understood the types of damage they were assessing: All of the time Most of the time More than half of the time Some of the time Never Not applicable-No site visit(s) necessary because always wrote own Project Worksheet(s) Not applicable-Site visit(s) not yet conducted Do not know	Same
	The field staff that conducted the site visit(s) understood the local conditions that influence the rebuilding process Strongly agree Agree Slightly agree Slightly disagree Disagree Strongly disagree Not applicable-No site visit(s) necessary because always wrote own Project Worksheet(s) Not applicable-Site visit(s) not yet conducted Do not know	Same
	Personal Interaction and Customer Service How reliable were the decisions and information you received from staff? Very reliable Reliable Slightly reliable Slightly unreliable Unreliable Very unreliable Do not know	Same
	Was staff turnover a problem? Yes No Do not know	Same
	Overall, how satisfied were you with the Customer Services provided by staff? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
	Overall, how satisfied are you with the responsiveness provided by staff? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
	Project Worksheet Process The next questions related to the Project Worksheet Process. Overall, how satisfied were you with the Project Worksheet process? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
	Did you receive Public Assistance mitigation funding? Yes, received funding No – applied for but did not receive funding Did not apply for funding Do not know (If response = yes, go to Q17, else go to Q18)	Same
	17a. How satisfied were you with the amount of Public Assistance mitigation funding you received? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Do not know	Same
	If FEMA conducted a site visit, FEMA conducted the Project Worksheet site visit(s) Too soon after the disaster At the right time Too Late to be helpful Site visit(s) not yet conducted No site visit(s) necessary because always wrote own Project Worksheet(s) Do not know	Same
	If FEMA developed the scope(s) of work, how satisfied were you with their development? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Not applicable – always wrote own Project Worksheet(s) Do not know	Same
	If FEMA identified damage repair cost estimates, how satisfied were you with these estimates? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Cost estimates not yet completed Not applicable – Always wrote own Project Worksheet(s) Do not know	Same
	If you wrote your own Project Worksheet(s), how satisfied were you with completing your Project Worksheet(s) in terms of its complexity, your time invested, and the availability of necessary information? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied Not applicable - Did not write any Project Worksheets	Same
	If you had any small projects, and you chose not to write your own Project Worksheet(s), please briefly explain why you asked FEMA to write your Project Worksheet(s). (Text)	Same
	Program Results The next questions pertain to the overall results of the Public Assistance Program. How satisfied were you with FEMA’s timeliness 23a. Overall? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied 23b. In relation to providing information? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied 23c. In relation to making eligibility decisions? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied 23d. In relation to providing funds? Very satisfied Satisfied Slightly satisfied Slightly dissatisfied Dissatisfied Very dissatisfied	Same
	How reasonable were administrative requirements for the following? 24a. Overall program? Very reasonable Reasonable Slightly reasonable Slightly unreasonable Unreasonable Very unreasonable 24b. Pre-disaster documentation? Very reasonable Reasonable Slightly reasonable Slightly unreasonable Unreasonable Very unreasonable 24c. Project Worksheet review? Very reasonable Reasonable Slightly reasonable Slightly unreasonable Unreasonable Very unreasonable 24d. Payment of claims? Very reasonable Reasonable Slightly reasonable Slightly unreasonable Unreasonable Very unreasonable	Same
New Question		Alternative Procedures The next questions relate to the Public Assistance Alternative Procedures which you may have elected to use for permanent work and debris removal projects. Were you offered the opportunity to participate in the Alternative Procedures? Yes No Don’t know/Don’t remember (If response = No or Don’t Know/Don’t Remember, go to 32. If response = Yes, go to 25a)
New Question		25a. Did you decide to participate? Would you say: Yes No Started to but then opted out No Don’t know/Don’t remember (If response = Started to but then opted out or No, go to Q25b. If response = Yes, go to Q26.)
New Question		25b. What were your response for not participating in the Public Assistance Alternative Procedures? (Text)
New Question		Thinking about the program elements that influenced your decision to participate, would you say: 26a. The incentives were Very important Important Not very important Not at all important
New Question		26b. Was the flexibility of the program Very important Important Not very important Not at all important
New Question		26c. What other factors influenced your decision to participate? (Text)
New Question		The next questions relate to the impact of the Alternative Procedures on your current level of recovery. How would you rate the Alternative Procedures on improving the speed of your recovery? Would you say Excellent Good Satisfactory Below Average Poor No opinion Too early to determine (If response = Below Average or Poor, go to Q27a, else go to Q28.)
New Question		27a. What changes could FEMA make to this program to improve your speed of recovery? (Text)
New Question		How effective have the Alternative Procedures been in improving your recovery? Excellent Good Satisfactory Below Average Poor No opinion Too early to determine (If response = Below Average or Poor, go to Q28a, else go to Q29.)
New Question		28a. What changes could be made to improve the effectiveness? (Text)
New Question		How satisfied are you with the estimates used for your pilot program projects? Very Satisfied Satisfied Slightly Satisfied Slightly Dissatisfied Dissatisfied Very Dissatisfied No Opinion Too early to determine (If response = Slightly Dissatisfied, Dissatisfied or Very Dissatisfied, go to Q29a, else go to Q30.)
New Question		29a. What changes are needed to improve your satisfaction with the estimates?
New Question		If the independent expert panel was used on your projects, how satisfied are you with the panel process? Very Satisfied Satisfied Slightly Satisfied Slightly Dissatisfied Dissatisfied Very Dissatisfied No Opinion Too early to determine (If response = Slightly Dissatisfied, Dissatisfied or Very Dissatisfied, go to Q30a, else go to Q31.)
New Question		30a. What changes are needed to the panel process? (Text)
New Question		In the future, should you need to apply for a Public Assistance grant, how likely are you to use the Alternative Procedures option? Definitely use Probably use Might or Might Not use Probably would Not use Definitely would Not use Don’t know/No Opinion
New Question		What additional recommendations do you have for improving the Alternative Procedures? (Text)
Old Q#25 Moved to the end of the survey	Thinking about this disaster and Public Assistance overall… Is there anything you would have liked FEMA to have done differently during this disaster recovery? (Text)
Old Q#26 Moved to the end of the survey	Please provide any additional comments or suggestions regarding the Public Assistance Program. (Text)
	Thank you very much for your time. Have a good day/evening.