1660-0036 Changes to Caller Services Helpline Survey

FEMA Form 007-0-5

CALLER SERVICES HELPLINE SURVEY

CURRENT LOCATION	CURRENT TEXT	REVISED TEXT
	FEMA FORM 90-148	FEMA FORM 007-0-5
	Helpline Survey	Caller Services Helpline Survey
Page 2	KEY RATING QUESTION All right, (Applicant’s name), we’ll start with a very general question about the service you received from FEMA.	Deleted
Page 2, Q#1	1. Overall, how would you rate the information and support you received from FEMA since the disaster occurred? Would you say it’s been… Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 2, Q#1a	(If “Below average” or “Poor”, go to Q.1a, otherwise skip to Q.2) 1a. In what way was the information and support [Below average / poor ]? Did not receive enough / any financial assistance Poor Customer Service (Attitude, Respect, Interest, etc.) Process too complicated Information inconsistent or wrong, programs not explained clearly Dissatisfaction with Inspection Took too long to process Difficulty reaching FEMA Insurance related issues (ie: has coverage but no funds from FEMA) Other (Put specific response in comments box)	Deleted
Page 3, Q#1b	REASON FOR CALLING HELPLINE Now I would like you to think about your call to FEMA’s Helpline when you spoke with (HSS Name), the Helpline Representative. 1b. What was the specific reason you called FEMA’s helpline? Status of application Ask a question: fax number, was correspondence received, etc Add to or Correct the information in my file Response to correspondence or phone call from FEMA Request or Appeal for additional funds or due to denial Inspection issues Other (Put specific response in comments box)	Deleted
Page 5, Q#2b Changed	HL REPRESENTATIVE – ATTRIBUTE SERIES You may have already answered some of these questions; but, just to make sure I understand your opinions, I’m going to ask you some specific questions about the Representative you spoke with. 2b: How would you rate [HSS name] on showing a genuine interest in your situation? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Let's start with questions specific to that telephone call. 1.Using a rating scale of Excellent, Good, Satisfactory, Below Average or Poor, how would you rate _________ on showing an interest in helping you? Excellent Good Satisfactory Below Average (or) Poor
Revised = New		(If response = Below Average or Poor go to Q1a.) 1a. What made you feel (he/she) was not interested in helping? Rushed call Didn't Answer Questions Didn't Listen No Empathy Minimize my losses Didn’t make me Eligible Other
Page 6, Q#2h Changed	2h. How would you rate [HSS name/Helpline representative] on answering any questions you may have called about? Would you say…. Excellent Good Satisfactory Below Average, or Poor (DO NOT read) Don’t know / No opinion	2.How would you rate (him/her): on providing information in an easy to understand manner? Excellent Good Satisfactory Below Average (or) Poor
Page 6, Q#2i Changed	If “below average / poor” go to Q.2i, otherwise skip to Q.3. 2i. What questions was [HSS name/Helpline representative] unable to answer? ONA amount, status, program Appeal process for more funds or explanation of denial Chainsaw, generators, wet/dry vacs, etc. Rental, Hotel/Motel (Lodging reimbursement) Conflicting or unclear answers Faxes, Correspondence, Funds (Timeframe explanation) Other (Put specific response in comments box)	(If response = Below Average or Poor go to Q2a.) 2a. In what way was it Below Average or Poor? Talked Too Fast Speech unclear Too Complicated Inconsistent Info Other
Revised=New		If response=Excellent go to Q2b. 2b. What specifically did (he/she) do to help you understand the information? Patient Used easy terminology Asked if understood Repeated information Other
Page 5, Q#2c Removed	2c.on taking the time to listen to the details of your situation? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 5, Q#2d	None	None
Page 5, Q#2e Removed	2e.on treating you with respect? Excellent Good Average Below average, or Poor (DO NOT read) Don’t know / No opinion	Deleted
Page 5, Q#2f Changed	2f. How would you rate [HSS name/ Helpline representative] overall attitude during your call? Would you say it was…. Excellent Good Satisfactory Below average, or Poor (DO NOT read) Don’t know / No opinion	3.How would you rate (him/her): on being courteous? Excellent Good Satisfactory Below Average (or) Poor
Page 5, Q#2g Changed	(If “Below average” / “Poor”, go to Q.2g., otherwise skip to Q.2h.) 2g. How was [HSS name/ Helpline representative’s] attitude [ Below Average / Poor]? CONDESCENDING, Disrespectful IMPATIENT; did not Listen RUDE/Discourteous Not interested, no compassion, no empathy Other	(If response = Below Average or Poor go to Q3a.) 3a. In what way was he/she not courteous? Impatient Interrupted Accusatory Condescending Tone of Voice Other
Revised=New		4.How would you rate (him/her): on letting you know what you needed to do next? Excellent Good Satisfactory Below Average (or) Poor
Revised=New		(If response = Below Average or Poor go to Q4a.) 4a. In what way was it Below Average/Poor? Next Steps not given Didn't Answer Questions Too much info No time to write info Too Confusing Other
Revised=New		5. How effective was he/she in resolving the issues you called about? Would you say: Extremely Effective Very Effective Somewhat Effective Not Very Effective (or) Not At All Effective I had no issues
Revised=New		5. Howe effective was (he/she) in handling what you called about? Extremely effective Very effective Somewhat effective Not very effective (or) Not at all effective
Revised=New		If response = Not very effective or not at all effective, go to Q5a. In what way was (he/she) not effective? Inconsistent information Didn’t answer my question Did not trust agent would take action No confidence in agent’s knowledge Took too long Other
Revised=New		If response = Extremely Effective, go to Q5b. 5b. What did (he/she) do that was especially effective? Provided valuable information Answered questions Instilled confidence Quick but didn’t rush Other
Page 4, Q#2 Changed	HELPLINE REPRESENTATIVE QUALITY 2. How would you rate the way the Representative you spoke with handled your call? Would you say the [HSS name/the representative] was … Excellent Good Satisfactory Below Average, or Poor (DO NOT read) Don’t know / No opinion	6.What was your overall impression of the customer service provided by ___________ Would you say it was Excellent Good Satisfactory Below Average (or) Poor
Page 4, Q#2a Changed	If (Below Average or Poor) go to Q. 2a, otherwise skip to Q.2b. 2a. In what way was your call [below average / poor?) Didn’t receive enough / any enough assistance Poor attitude Process too complicated Didn’t explain programs clearly or could not answer my questions Didn’t seem interested in helping me Didn’t take time to listen to me Took too long to answer questions or process Rep made errors in my case Didn’t treat me with respect Other (Put specific response in comments box)	(If response = Satisfactory, Below Average or Poor go to Q6a.) 6a. What specifically could (he/she) have done better? Text Box
Page 15, CQIAC-Inq#1 Changed	This question is about the Internet Individual Assistance Center on the FEMA.gov website where you may view your account 24 hours a day 7 days a week. This includes checking your eligibility and inspection status, correspondence or making minor changes to insurance or contact information. CQ IAC-Inq#1. Did you try to use the FEMA.gov website to check on your application? Yes No (DO NOT read) Don’t remember	The next question is about the Internet Disaster Assistance Center at FEMA.gov and Disaster Assitance.gov websites. You may view your account online to check status, activity information and make minor changes. 7.. Did you personally attempt to use a FEMA website to check on your application? Yes No Don't remember
Page 15, CQIAC-Inq#1a Changed	If no, go to CQ IAC-Inq#1a If yes go to Question CQ IAC-Inq #1b If don’t remember, Go to Next Question CQ IAC-Inq#1a. What were your reasons for not using the internet? Don’t have a COMPUTER Don’t have Internet ACCESS Computer DAMAGED Limited computer SKILLS SECURITY Concerns WEBSITE was not accessible Wanted to TALK to FEMA DIDN’T KNOW about the on-line service UTILITIES were out could not use computer Other (Specify)	(If response = Yes go to 7b) (If response = No go to 7a) (If response = Don't remember go Q8) 7a. What were your reasons for not using the internet to view your information? No Computer Limited Computer Skills Website not accessible No Internet Access Security Concerns Didn't know I could Computer Damaged Preferred to Talk to FEMA Utilities out Other (Specify)
Page 15-16, CQIAC-Inq#1b Changed	CQ IAC-Inq#1b. Why were you unable to use the Individual Assistance Center Website to inquire into your case? Did not have compatible browser Unable to navigate FEMA.gov Instructions were not clear Could not complete due to technical problems Helpdesk could not answer technical questions Not confident changes were made / called Helpline to verify Unable to access the site or page Difficulty with logon, pin, password Response time too slow Too complicated / difficult to use Information I wanted was not available Took too long to view / edit my information Other (Specify)	7b. What is the reason you were unable to view your information online? Browser Issues Navigation Issues Instructions unclear Security Concerns Preferred to Talk to FEMA Website not accessible Too complicated/difficult Called Helpline also Logon/Password/Pin Issues Slow Internet response time Technical problems Took too long Other (Specify)
Page 7, Q#3-3b	POST DISASTER COMMUNICATION	Deleted
Page 8, Q#4-4a	CALL CENTER ACCESS	Deleted
Page 8, Q#5-5b	INFORMATION PACKET	Deleted
Page 9, Q#6-6b	APPLICANT GUIDE	Deleted
Page 10, Q7-7a	FEMA CORRESPONDENCE
Page 11, Q#8-8d	INSPECTION TIMEFRAME	Deleted
Page 12, Q#9-9a	REPUTATION IN THE COMMUNITY	Deleted
Page 13, Q#10-10b	AGENCY REFERRALS	Deleted
Page 13, Q#11	SUGGESTION TO IMPROVE	Deleted
	PERMISSION All right, (Applicant’s Name), I have only one more question for you. 12.FEMA is very interested in the quality of service we provide you. May we call you at a later date to ask you additional questions? Yes No	8.FEMA is very interested in the quality of service we provide. May we call you at a later date if we have additional questions? Yes No
	CLOSING If “yes,” Great! Thank you very much for your patience and cooperation in answering our questions. Have a good evening. If “No,” I understand. Thank you very much for taking the time to talk with me. Have a good evening.	CLOSING Thank you very much for your time. Have a good day/evening.