IHP LETTERS REVISION
FOCUS GROUP
MODERATOR’S GUIDE
Applicant Feedback for the Revision of the IHP Letters
CUSTOMER SURVEY and ANALYSIS (CSA) SECTION
Example
IHP LETTERS REVISION FOCUS GROUP
MODERATOR’S GUIDE
4
Welcome
Introduce
Evacuation
Restrooms
Sign In Sheet Name Tent
Consent Form
|
Welcome / Introductions / Housekeeping:
Welcome!
On behalf of FEMA, we want to thank you for taking time out of
your busy lives to participate in this focus group. Your feedback
will be very valuable to us.
My
name is _______. The rest of the team is ________ I will explain
more about us in just a moment. First let’s cover some
incidental but important information. In
the event of an emergency where we have to evacuate, we will exit
out of __________ doors. The
restrooms are located _________. Please
fill out the Name tent on both sides with your first name and
place it where we can easily see it. Also, has everyone signed
the Sign in Sheet?
Now
I would like each of you to sign a Consent Form stating your
willingness to participate in this Focus Group. Please read
carefully and sign and date. This has no connection to your FEMA
case, it is just a way for us to ensure your participation today
is voluntary. |
4
About Us
Reason
Note-taking
Personal Opinions
Ease and Assurance
No case or program info
FEMA #
|
Session Details:
Now
a little bit about us. We work in various roles in the Recovery
Division of FEMA, providing disaster assistance to individuals
like you and your families who have been in a disaster. Blair is
the Section Chief of the Program Management Section. Anna is an
analyst who helps make improvements to the services FEMA
provides. And Sheri and I are analysts who collect disaster
survivors’ opinions about the services FEMA provides.
The
reason we invited you here today is to ask you to review the
information letters FEMA has redesigned and then ask you to
answer a few questions about the new design. Specifically, we
want you to tell us if they are easy to read and easy to
understand.
Sheri
will be typing your statements as you speak so that we have an
accurate record of your responses. With that in mind, we ask that
you speak clearly and one at a time so she doesn’t miss
anything, and so everyone has an opportunity to speak. There
are no right or wrong answers. This discussion is meant to gather
your personal opinions which will help us determine any areas in
the letters that may need more attention.
We
want you to feel completely at ease to share your true thoughts,
so please be assured that your responses today will not in any
way affect the outcome of your FEMA case.
I
also want to mention that we do not have any information about
the decisions of your case. Our purpose here today is simply to
gather your opinions about the disaster assistance information
that is provided in the new letters.
If
you have questions about your case, we encourage you to call the
FEMA Helpline at 1-800-621-
FEMA (3362).
|
3-6 (30 seconds per participant)
3
3 Letters
Original Packet
New Intro Letter
Super Letters
|
Okay,
now I’d like each of you to introduce yourself to the
group.
|
10
Reading Preferences
|
Before we begin with the letter reviews, I will start with a general question. For this first question I will go around the room to give each of you an opportunity to share your opinions one at a time.
1. Which is more important to you when reading information about any type of service being provided to you: do you prefer brief reading materials that you can read quickly in one sitting, or detailed materials that might take you longer to read but fully answer all of your questions?
________, let’s start with you…
|
10
Read in Sections
Wanted to Know
Page 1
Two Parts
Easy to Read and Clearly Explain
|
QUESTIONS – Introduction Letter
We are ready to review the new introduction to FEMA letter now. You will read the letter in sections and I will ask a question after each section. The letter is printed front and back which is the way it will be printed when it is mailed out.
While reading, I would like you to think about what you most wanted to know about disaster assistance after you registered with FEMA.
Read all of page 1, then flip it over and read until you get to the purple flag on page 2. [allow 5 minutes to read]
2. Tell us if the descriptions of the categories in the Individuals and Households Program were easy to read, and if they clearly explained how FEMA’s disaster assistance works.
Who would like to go first?
|
10
Insurance Inspection SBA Appeal
|
Thank you everyone. Now you can read the rest of page 2 and continue to page 3, stopping at the green flag. [allow 5 minutes to read]
3. After reading the details in this section, what is your understanding of what happens after applying for disaster assistance?
Who would like to go first? |
10
Flood Insurance
|
Next read the section at the bottom of page 3 under the green flag and stop at the end of the page. [allow 3 minutes to read]
4. What do you understand about Flood Insurance after reading this section?
Who would like to start? |
10
Record Keep Fraud Discrimination
|
Now read all of page 4 and stop at the end of the page. [allow 5 minutes to read]
5. What do you think about the way the topics on this page are explained?
Who would like to start? |
10
Resources
|
Now read all of page 5 and stop at the end of the page. [allow 5 minutes to read]
6. What do you feel about the level of detail on this page?
Who would like to start? |
10
Resources
|
Now take a look at pages 6 and 7. You don’t need to read each description, but please skim the titles of each referral to get a feel of other resources that are available for disaster assistance. [allow 5 minutes to read]
You may remember that the list of other resources provided to you after you applied was 9 pages long.
7. Compared to that list, what do you think about this shorter list?
Who would like to start? |
5
|
That was the last question about the Introduction letter. Let’s take a 5 minute break and then we will review the 2 approval status letters. These letters are short and we only need a total of 30 minutes to review. [collect hard copies]
|
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
10
Method of payment, eligible types, law, audits |
[pass out hard copy] This letter is the first decision letter applicants receive after applying. Please read page 1 of the letter. [allow 5 minutes to read] 8. What two or three things stand out to you about the approval information on this page?
Who would like to start? |
10
Ineligible, appeal, other agencies, DRC |
QUESTIONS – Super Combo Letter
Now, please read page 2 of the letter, on the back. [allow 5 minutes to read]
9. What do you understand about assistance that is not approved?
Who would like to start? |
10
Ineligible, final, other agencies, DRC |
The last letter we will review is the second decision letter applicants receive after appealing the decisions in the first letter. This letter is nearly identical to the first one so you can just skim the first page. Then turn it over to page 2 and read the bottom section starting at the orange flag. [allow 5 minutes to read]
10. What does the information in this section tell you?
Who would like to start? |
|
That was the last question! You have all provided excellent feedback. We thank you for your participation and assure you that the feedback you provided today will be used to improve service to disaster assistance victims across the country. [collect hard copies]
|
File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
File Title | INDIVIDUAL ASSISTANCE CUSTOMER SATISFACTION |
Author | mpederso |
File Modified | 0000-00-00 |
File Created | 2021-01-21 |