1.2.1_Attachment 1_Appendices.pdf

Job to Be Done (JTBD) Sub-Tasks Desired Outcomes FEMA establishs eligibility criteria & program-specific guidance for individual disasters and/or locations

-Reduced time from disaster declaration to opening a disaster for assistance

FEMA adjusts eligibility criteria after initial configuration with minimal impact to operations or survivors

-Reduced time to adjust disaster criteria following new guidance

System responds to policy changes and identify applications that were previously ineligible but should be pulled back into the process when a policy change makes them eligible.

System retains necessary configurations by state and ensures additional guidance (e.g. pricing for replacement costs) is directly incorporated and kept up to date.

FEMA staff do not require specialized technical knowledge to complete disaster setup because the disaster setup process is guided & automated wherever possible

-Reduced # errors per disaster

Survivors apply for assistance through multiple channels depending on preference (online, email, phone, SMS, paper mail, in-person). Digital channels are mobile-friendly.

-Reduced time spent applying for assistance

Survivors start their application based on information provided in previous disasters, where applicable, and are given the opportunity to validate info.

-Increased % of survivors completing the application process

FEMA provides a consistent application experience across channels that does not impact survivor outcomes

-Increased % of applicants with a

DisasterAssistance.gov account

FEMA field staff collect information from survivors with or without a consistent internet connection and that information reliably makes it back to the survivor's case in the system

-Reduced range of outcomes (% success, $ award) across channels

FEMA provides targeted, real-time guidance to assist survivors in their application, and proactively mitigate against common errors

-Increased % of applicants who provide documentation at the time of applying

FEMA collects documentation at the time of application based on a survivor's initial responses, whenever provided by applicant

-Increased # of common errors proactively addressed

Survivors understand FEMA questions without specialized knowledge and can consistently interpret their meaning and what is required of them

-Decreased # of questions seen per applicant

FEMA collects documentation when presented by survivors at the time of application.

Survivors only see questions or information requests specific to their situation responding dynamically to data input.

Survivors return to their application to update or provide additional information as needed, without the need for extra steps to save their progress

FEMA signs up survivors for notifications across multiple channels depending on preference (online, email, phone, SMS, paper mail, in-person)

FEMA optimizes online channels for mobile usage and common applicant challenges

Survivors easily understand next steps and what to expect after applying

Survivors easily create an online account & log in seamlessly when applying

Survivors can apply and navigate assistance with the help of a family member, friend, neighbor, or other trusted person, including Disaster Case Managers (DCMs).

Survivors are provided with a consistent set of information (and level of detail) about their application and status no matter what touch point and channel they choose. (e.g. Call vs. DAC vs.

DRC vs. IVR, etc.)

Form content is understandable to the majority of people without translation by staff

FEMA can easily make changes to the system to proactively address commonly seen issues once the solution is known, applying changes to existing cases where applicable

System adapts to changing survivor needs and keeps them alerted about all aid types/applications:

survivors are able to change the assistance they are applying for or apply for additional assistance throughout the process

Application clearly and plainly communicates assistance types that are available and the process to survivors regardless of application method. Program details and benefits should be in plain language.

FEMA transparently communicates deadlines and informs survivors that applying even without needs is beneficial. FEMA keeps them alerted and enables them to access aid if new impacts become apparent later.

Survivors can enter into the process easily to meet the initial deadline, and FEMA makes it as easy as possible to add/update information as their needs and situations evolve and emerge

Survivors receive confirmation of submission and case updates via their preferred method(s) immediately upon registration and at each stage of the process.

Survivors are provided with a consistent set of information about the program and assistance available regardless of touch point and channel. The same level of information should be accessible through all channels, including language or communications access services

FEMA automatically processes routine cases, only flaging cases for manual review as necessary -Increased % of applications adjudicated without the need for manual intervention

FEMA updates determinations based on the availability of new information or policy changes without the need to appeal

-Reduced # of business rules

FEMA updates eligibility criteria with minimal disruption -Reduced errors in eligibility determination

FEMA makes determinations in multiple steps to provide assistance expeditiously while additional processing occurs

FEMA clearly tells applicants when there is a final decision (that only can be appealed) vs. a request for additional information that could change the final decision.

Configure Disaster

Parameters

Apply for Assistance

Determine Survivor

Eligibility

Appendix A

When a survivor can take action to remove a barrier for automatic processing of their case, the system should be able to notify the survivor and allow them to take action to circumvent manual

FEMA staff intervention.

FEMA can link applications (e.g. roommates or joint ownership) to assist in the processing of related cases; but applicants can receive assistance independently of one another.

System responds to policy changes and identify applications that were previously ineligible but should be pulled back into the process when a policy change makes them eligible.

FEMA determines eligibility for multiple survivors based on relevant public data (e.g. evacuation zones, utility outages, GIS surveys) to expedite assistance where appropriate

FEMA collects documentation when presented by survivors at the time of application -Reduced time from application to inspection

FEMA easily verifies identity, occupancy, ownership, & insurance, as appropriate, with API-based verification wherever possible

FEMA caseworkers directly request an inspection or other necessary follow-up actions -Reduced % of missed inspections

Survivors schedule an inspection, DRC visit, or other appointment through multiple channels (online, email, phone, SMS, in-person). Digital channels are mobile friendly.

-Reduced time for inspection information to be available in an applicant's case file

System incorporates insurance reports, application info, GIS data, and other sources to intelligently evaluate whether an inspection is necessary; and if so, what kind.

System supports the use of remote inspections done in various forms (drive by, aerial photography, GIS, video call)

-Reduced % of inspections requiring a second visit

Inspection information & documentation automatically populates in a survivor's case file -Decreased % of cases requiring an in-person inspection

Survivors designate a third party to assist with inspections if they are unavailable or otherwise unable to access their property

FEMA auto-routes inspections to specific agents based on location, experience, & expertise

FEMA provides transparent information to survivors about the results of their inspection

Survivors request a second opinion or submit additional documentation if they disagree with the results of the first inspectionFEMA allows for digital declarations via UI for common requests instead of handwritten letters or forms.FEMA conducts inspections with intuitive and flexible tools built for field work and no web connectivity (e.g. allow for syncing or upload when connection is restored while avoiding data conflicts)

FEMA collects documentation up front at the time of application, based on information provided in the application

-Reduced duplicate documents requested or uploaded

FEMA easily verifies identity, occupancy, ownership, & insurance, as appropriate, with API-based verification wherever possible

-Reduced time to verify identity

FEMA notifys survivors through multiple channels depending on preference (online, email, phone, SMS, paper mail, in-person) of the need to provide additional information

-Reduced time to verify occupancy

FEMA standardizes information requests to minimize the need for paper forms or handwritten letters

-Reduced time to verify ownership

Survivors clearly understand what is being asked of them and what steps to take to collect the requested information

-Reduced time to provide insurance determination info

Survivors easily upload documents online, in-person, by email, or paper mail and receive immediate confirmation upon receipt

-Reduced staff time spent scanning & faxing documents

FEMA automatically assigns documentation to the appropriate survivor/case -Reduced staff time spent indexing documents

Survivors & FEMA caseworkers view & download all documents and information submitted to a case in a centralized location

-Increased % of applicants who directly upload their documents on

DisasterAssistance.gov

Survivors easily use documentation & information submitted during previous disasters, if relevant, and are prompted to validate this information

-Reduced % of documents that are illegible or lost in transit

FEMA caseworkers quickly identify document contents, interpret them, and search for specific documentation or content

-Reduced % errors assigning documents to the right case

FEMA assists survivors in navigating insurance requirements and streamlines information sharing wherever possible

Survivors easily upload documents from their phone with using a familiar user interface pattern

Case documents are automatically processed for quality with OCR integration. System identifies issues with documentation without human eyes looking at it first.

Survivors and staff upload a document directly to a case (manual indexing is eliminated)

FEMA staff have minimal touchpoints to process documentation

FEMA automates the processing of routine cases -Reduced time from application to full eligibility determination

FEMA efficiently & flexibly manages staff workload with integrated tools -Reduced time in queue (disaggregated by type)

Agents are informed of the intervention required for a case when manual processing is needed -% of common questions or guidance that can be answered in-app

FEMA routes casework to specific agents based on experience & areas of expertise

Determine Survivor

Eligibility

Collect Additional Case

Information

Verify Survivor Needs

Manage Casework

FEMA allows SLTT partners to co-process certain cases, where legally required. Other trusted partners (e.g. other SLTT, non-profits, Disaster Case Managers) are allowed read-only access to certain case files given appropriate consent and vetting.

The system maximizes the percentage of applications that are auto determined vs. needing to have manual intervention

FEMA sees a history of all survivor interactions, documentation, determinations, and other actions for a given survivor or case across all channels

FEMA caseworkers quickly understand the context of a particular case and what action(s) need to be taken

FEMA caseworkers communicate directly with survivors to clarify, assist, or request additional informaiton

FEMA intuitively links and unlink certain claims (e.g. joint ownership, same household) while minimizing the impact to individual claimants (e.g. separate decisions)

FEMA caseworkers proactively follow up on individual cases & survivor needs as appropriate without the need for survivors to contact FEMA again

FEMA provides a fully integrated & interoperable experience that integrates all systems necessary for caseworkers to reference at one time (and ensure consistent data where this is not possible)

Staff and caseworkers opening a case are immediately provided context to quickly understand the details of the case and the survivor. Information may include a summary of touchpoints of a case

(and who conducted them) and metrics like: time since application submitted, calls to call center, letters received, DRC visit, when documents were uploaded, etc.

Agents are automatically alerted to cases that are abandoned or not moving through the system.

Cases are automatically routed into work queues elimintating work packet creation.

The system integrates queue management based on agent training and survivor need.

System automatically tracks and reports the time of applications working/moving through manual processing (the time of applications through manual work queues)

Cases are automatically escalated through multiple levels in response to a case's age, severity of need and other criteria to be named or adjusted later

The system automatically assigns cases to work queues that match the intervention needed to the skill level & training of agents.

Case history and notes are automated and standardized wherever possible and capture data necessary for future case workers, data transparency, & analytics.

FEMA caseworkers can quickly receive in-app guidance (e.g. PPM guidance, disaster-specific guidance) as needed without visiting a separate application or website

FEMA consistently communicates to survivors through multiple channels depending on preference

(online, email, phone, SMS, paper mail, in person)

-# of support calls related to specific communications (adjusted by case volume)

FEMA communications use plain language that is easily understandable and includes how to find additional clarifying information or seek assistance

-Increased % of applicants who respond to requests for information or other required actions

FEMA provides transparent & accurate case status & timeline information to survivors -Reduced # of support calls related to status inquiries

FEMA provides automatic notifications to remind survivors of pending or open tasks -Increased % of applicants contactable through multiple channels

FEMA easily conducts targeted outreach to individuals or segments through multiple channels

(online, email, phone, SMS, paper mail, in-person) with integrated tools, and easily collect information back through those channels (bidirectional communication)

-Reduced % of returned mail / bounceback emails / etc.

Survivors have a unified experience across all channels and digital properties -Reduced time to conduct targeted outreach campaigns

Survivors are notified through multiple channels (online, email, phone, SMS, paper mail) when an action has been taken on their case

FEMA clarifications & announcements are shared directly with survivors across multiple channels

(online, email, phone, SMS, paper mail) in addition to mass media (e.g. press releases)

FEMA is consistent in experience across disasters as much possible and creates support structures and guidance for individuals implementing FEMA's on-ground activities to adhere to that level of consistency as much as possible

FEMA can validate & standardize mailing addresses, email addresses, and phone numbers to increase deliverability

Survivors can seek assistance through multiple channels (online, email, phone, SMS, paper mail, in-person) depending on preference

-Reduced # of touchpoints required to process an application (e.g. phone calls, DRC visits)

FEMA offers self-service capabilities through multiple channels (online, SMS, phone) to handle most routine survivor questions & support requests, but can easily request to speak to a live agent if desired. Self-service options are provided intelligently based on the survivor's case information.

-Increased % of applicants who access their case information on DisasterAssistance.gov at least once

FEMA or Survivors can update our augment applications based on new information -Increased % of support calls handled without waiting for an agent

Survivors can easily view documentation & data related to their case -Reduced average time per support call

Survivors can easily schedule an inspection, DRC visit, or other appointment through multiple channels (online, email, phone, SMS, in-person)

-Increased survivor satisfaction with assistance received

Manage Casework

Communicate with

Survivors

Provide Support to

Applicants

Survivors can find & get connected with other assistance available to them at the local, state, regional, or national level, tailored to their situation

-Reduced hold times for applicants

FEMA automatically identfies and verifies who is calling based on their phone number and additional information.

Survivors can request a call-back as an alternative to waiting on hold.

Survivors quickly receive language and accessibility support where needed via multiple channels

Survivors have access to case information--including decisions, documentation, disbursement details and other information--beyond the disaster

Survivors elect to receive funds through multiple methods (check, EBT, others as defined by FEMA) -Reduced time from eligibility determination to disbursement of funds

For both FEMA direct payments and SLTT distributed payments, FEMA clearly indicates the payment status to survivors and anticipated timeline, including payments issued and returned

-Reduced # of support calls related to status of payment

System manages payments both those directly issued by FEMA and allow for coordination with SLTT partners distributing payments.

System clearly and consistently communicates the purpose of aid being received by the survivor in all communication channels.

Survivors are. notified via perferred methods as soon as payment is approved or denied.

Survivors can view the status of their financial assistance, including purpose, amount, and expected timing

Deliver Other Services

(e.g. TSA)

PENDING--ADDITIONAL RESEARCH NEEDED

Survivors are given clear information to understand the reasons behind eligibility determination and what next steps may be available to them

-Reduced time to process an appeal

System supports both appeals and requests for information. System differentiates and clearly communicates when there is a final decision (that only can be appealed) vs. a request for additional information that could change the final decision yet to be made.

-Increased % of cases that update determination without the need for a formal appeal

Survivors update their application, request a review/second opinion, or provide additional documentation without needing a formal appeal

Survivors appeal final decisions through multiple channels

FEMA proactively identifies & reduces fraud while minimizing the burden placed on individual applicants

-Reduced number of "false positive" fraud cases

FEMA conducts accurate identity verification at the time of application -Increased visibility into prevalence of fraud to make risk-based decisions

FEMA and the system incrementally learns and adjusts fraud indicators, becoming increasingly more accurate and prevents known common cases (e.g. roommates, two-last names, abnormal addresses etc.) from being inaccurately flagged. System should be designed to determine more effectively and accurately determine what is fraud over time.

System enables future integrations to confirm integrations with insurance or insurance verification services.

Applicant is notified if their application has been deemed potentially fraudulent and given an easily understood pathway to dispute that

System supports or integrates with the inspection process, including ordering, scheduling and triaging inspections.

FEMA can make risk-relative decisions about fraud prevention methods and spending based on concrete data about fraudulent cases and prevented fraud

FEMA provides hands-on training in a non-production environment training data across all internal & customer-facing systems

-Reduced time to train new staff

FEMA staff receive integrated in-app guidance without the need to refer to separate documentation.

Where possible, guidance is tailored to a particular case and the task they are trying to complete.

-Reduced number of reference sources necessary to field a support call or process a work packet

FEMA updates guidance in a single location without the need to edit content on multiple pages or systems

System prevents error paths and places guardrails & validations/checks automatically based on information in system; reduced risk of misdirecting or misinforming a survivor.

System facilitates rapid changes to minimize reliance on outside briefings that impact survivor outcomes.

FEMA quickly reports on overall program health & priority metrics/outcomes -Increased % of high priority

DisasterAssistance.gov pages meeting requirements for behavioral analytics tagging

FEMA accesses data to enable efficient workload management -Reduced time to create ad hoc reports

FEMA quickly analyzes disaster-specific metrics and data -# of common issues with automatic monitoring/alerts

FEMA quickly analyze location-specific metrics and data -Reduced time to generate customer segments

FEMA quickly analyzes program-specific metrics & data

Systems tracks system utilzation, cloud costs, technical costs, etc. on a per disaster basis wherever possible.FEMA accesses behavioral data for all systems to understand user experience

Train & Empower Staff

Deliver Reporting &

Analytics

Provide Support to

Applicants

Deliver Financial

Assistance

Appeal Decisions

Mitigate Fraud

FEMA automatically identifies trends & issues

FEMA easily shares information with relevant parties to inform decision making

FEMA quickly identifies customer segments for targeted outreach or other actions

FEMA has visibility into work and actions; system makse it easy to understand and visible as to how an agent is working a case (e.g. goes from case processing, to calling the survivor and actively working the case with them)

FEMA tracks and report the level of work for internal FEMA teams and leaderships to make decisions and understand the health of operations.

FEMA records all actions on a case including time stamps.

FEMA finds all cases that meet criteria of particular interest. For example, it should be able to identify all cases meeting a specific criterion of particular interest, route them, escalate them for expedited processing, and report on such cases.

FEMA audits/QA cases to verify proper eligibility determinations

FEMA manages permissions to restrict access to sensitive info -Reduced system downtime / increased system availability

System performs at increased capacity during peak application periods, instantly processign without batching applications to process later

-% uptime hourly/daily/monthly/ yearly since launch

System should be able to support processing throughout all points of a disaster, including as early as possible after a disaster declaration

-# seconds total user-facing downtime per day/month/year and since launch

FEMA minimized potential exposure of PII to authorized users on a need-to-know basis -% issues resolved before survivors are impacted by them

FEMA monitors system performance (SLAs & NFRs) -Reduced mean time-to-resolution for issues requiring bug fix interventions

FEMA responds to potential issues and resolve them before they impact survivors -Reduced end-to-end latency

FEMA modifies record retention to comply with record schedules, privileged requests, and auditing needs

-Reduced total time from conception to delivery for modifications to the system requiring code deployment

System operates at 99.999% uptime in a resilient, multi-region approach that mitigates impact from potential regional & national disasters.

FEMA delivers system changes for new features quickly and without disruption to existing functionality

FEMA schedules feature releases independently from system deployments

FEMA deploys system updates without downtime or disruption to FEMA caseworkers or survivors

Maintain Non-Functional

Requirements

Deliver Reporting &

Analytics

Appendix B

DESCRIPTION OF STANDARD PROCESSES

This section explains the 10 standard processes necessary to successfully implement the Other Needs Assistance provision.

1) Registration Intake: the process for receiving applications (Application/Regislration for Disaster Assistance FEMA Form 009-0-1) from disaster srnvivors who are in need of Federal disaster assistance. The process must be able to receive late applications, up to the timeframe as described in 44 CFR 206.112.

2) Inspection Services: the process for inspecting, verifying, and recording individually reported disaster-related damages, which will be used to determine the level of Federal disaster assistance.

3) Processing System: a system designed for making uniformed eligibility determinations, to include methods for determining cost for personal property and tracking eligibility decisions.

4) Disbursing Awards: a process for issuing funds to applicants.

5) Staffing and Helpline: a process that ensures adequate space and an appropriate number of trained personnel. It also includes appropriate equipment necessary to process assistance (i.e., computers, phones, and facsimile machines).

6) Recovery of Funds: a process for collecting erroneously awarded funds.

7) Case Processing: a system to process applications and respond to applicant inquiries.

8) Mail Processing: a process for sending program decisions and requests for information and receiving incoming correspondence.

9) Appeal Processing: an official protocol for evaluating an applicant request to have a program decision reviewed.

1 O) Preparing Closeout: a process that involves the preparation of the narrative and statistical documents that compromise a model closeout package. The duties of this process include ensuring that there are no cases pending and that all funds are reconciled for grants and reimbursement of Statefferritorial/Tribal Nation government expenses.

Auto-Determination allows the FEMA Processing System business rules to routinely process information received from registrations and inspections and make an eligibility determination without manual intervention.

STATE/TERRITORIAL/TRIBAL NATION GOVERNMENT SELECTION AND LINE ITEM MAXIMUM

The State/Territorial/Tribal Nation Government of selects the following administrative option for the administration of the other Needs Assistance provision of the Individuals and Households Program:

□ FEMA Option: FEMA Administers & Processes.

□ JOINT Option: State/Territorial/Tribal Nation Government Administers & FEMA Participates:

D FEMA Processing System Auto-determination ON D FEMA Processing System Auto-determination OFF

□ STATE/TERRITORIAL/TRIBAL NATION GOVERNMENT Option: State/Territorial/Tribal Nation Government Administers & Processes. The State/Territorial/Tribal Nation Government approves the following award values and maximum amounts for specific types of ONA:

The State/Territorial/Tribal Nation Government approves the following line item amounts to be awarded for ONA:

Transportation Repair: $ Transportation Replace (Total loss) $ Funeral Assistance (Maximum): $ □ Per household □ Per death Child Care Assistance (Maximum): $ □ Per household □ Per child

Displacement Assistance: 14 days @ rate of $ per day 'Rate applies to all declared areas and is based on:

D General Services Administration (GSA) standard lodging rate D Lodging rate established by the State/Territorial/Tribal Nation Government D Rate established by the GSA or State/Territorial/Tribal Nation Government for a specific locality in the declared area

(city, town, etc):

□ The State/Territorial/Tribal Nation Government approves the additional Personal Property and/or Miscellaneous items.

Attached is the list of additional items, the justification, and situations for use.

This administrative option is agreed upon by:

Statefferritorial/Triba! Nation Government Authorizing Signature FEMA Authorizing Signature

Governor/Tribal Chief Executive or Designee Date Regional Administrator or Designee Date

FEMA Form FF-104-FY-21-114 (formerly 010-0-11) (5/24) Page 2 of 3

FEMA Quick Reference Guide

March 2024 1

Home Repairs and Improvements for

Survivors with Disabilities

For eligible homeowners, FEMA can help with additional repairs and improvements if you or a household member has a disability.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to cut red tape and expand eligibility to reach more people and help them build back stronger. These changes apply to disasters declared on or after March 22, 2024.

The following information explains how survivors with disabilities can use FEMA funding to make certain accessibility improvements to their homes damaged by a declared disaster.

What disability-related items can FEMA help with?

FEMA can help homeowners pay for the full cost of these items when needed by a member of your household:

▪ Exterior ramp.

▪ Grab bars.

▪ Paved path of travel to your home from your vehicle.

FEMA can provide money to help with some or all of these items when:

▪ Your home was damaged by the disaster and your home already had one or more of these items,

▪ Your home was damaged by the disaster and a member of your household needs one or more of these items, even if it wasn’t part of your home before the disaster, or

▪ A member of your household was disabled by the disaster and needs one or more of these items.

Who can get help to repair or install disability-related items?

You can get help with home repair from FEMA if:

▪ You or someone in your home is a U.S. citizen, non-citizen national or a qualified non-citizen,

▪ FEMA can confirm your identity,

▪ You own your home, and it is in a declared disaster area,

▪ You live in your home most of the year, Appendix C

HOME REPAIRS AND IMPROVEMENTS FOR SURVIVORS WITH DISABILITIES

Learn more at fema.gov March 2024 2

▪ A member of your household has a disability-related need for one or more of the items listed above,

▪ You don’t have insurance that covers the damage to your home from the disaster, and

▪ A FEMA inspection confirms your home was damaged by the disaster and isn’t safe to live in, or a member of your household was disabled by the disaster.

Will FEMA cover all my costs?

Yes. Home Repair Assistance is not limited by a financial maximum award for the items listed above when needed to make your home safe to access for anyone in your household with a disability.

My home was damaged and had these items. How can I get help?

After you apply for disaster assistance, a FEMA inspector will contact you to schedule a time to meet to see the damage to your home. The inspector will record the damage to your accessibility items. If you are eligible, you will receive money for your accessibility items and other repairs. If the money does not fully cover your accessibility-related repairs, you can appeal for the full cost of those repairs.

My home was damaged but didn’t have these items. How can I get help?

After you apply for disaster assistance, a FEMA inspector will contact you to schedule a time to meet to see the damage to your home. You should also call FEMA’s Helpline at 1-800-621-3362 to request more information on accessibility improvements. You may be eligible for the full cost of your accessibility improvements, if FEMA determines your home is not safe to live in and you send the following information to FEMA:

▪ Receipts or estimates for accessibility-related items that need to be built or installed, and

▪ Signed statement from your medical, health care, or rehabilitation professional with their contact information that explains your need for the items.

My home wasn’t damaged, but the disaster caused someone in my household to have a disability. How can I get help?

If the disaster causes anyone in your household to have a disability, FEMA can help, even if your home was not damaged in the disaster. You should contact FEMA’s Helpline at 1-800-621-3362 to request more information on accessibility improvements. You may be eligible for the full cost of your accessibility improvements, if you send this information to FEMA:

▪ Receipts or estimates for accessibility-related items that need to be built or installed, and

▪ Signed statement from your medical, health care, or rehabilitation professional with their contact information that explains your need for the items and that the disaster caused the disability.

I don’t agree with FEMA’s decision. How can I appeal?

If you don’t agree with FEMA’s decision, you can appeal by showing why you need FEMA assistance. The decision letter you get from FEMA will have more information about the types of documents you should send.

You may use an optional Appeal Request form, which is included in the decision letter you receive from FEMA. You can also choose to write and sign a letter to send with your documents to help FEMA understand why you need help.

HOME REPAIRS AND IMPROVEMENTS FOR SURVIVORS WITH DISABILITIES

Learn more at fema.gov March 2024 3

How can I send documents?

You can send supporting documents to FEMA by:

▪ Uploading to your disaster assistance account at DisasterAssistance.gov.

▪ Mailing to FEMA, P.O. Box 10055, Hyattsville, MD 20782-8055.

▪ Faxing to 1-800-827-8112.

▪ Visiting a Disaster Recovery Center, if available.

How can I request an accommodation?

If you have a disability or language need that requires an accommodation to interact with FEMA staff or access

FEMA programs, contact FEMA’s Helpline at 1-800-621-3362. If you use a video relay service (VRS), captioned telephone (CTS), or other service, give FEMA your number for that service.

How to Appeal a FEMA Decision

Survivors have the right to appeal any FEMA decision or award amount.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to simplify the application process. These changes apply to disasters declared on or after March 22, 2024.

The following information explains the appeals process for FEMA assistance.

How do I appeal?

You can appeal any FEMA decision or award amount by sending documents that show you qualify and need more help, like estimates for repairs, receipts, bills, etc.

Each decision letter you receive from FEMA explains types of documents that may help you appeal your FEMA’s decision or award amount for that type of assistance.

Supporting documents may include:

▪ Receipts,

▪ Bills,

▪ Repair estimates,

▪ Property titles or deeds, or

▪ Any other information that may support the reasons for the appeal.

Do I have to send any other documents?

No, you don’t have to send anything else with your documents. But you can send additional information to help explain why you are appealing. Sending additional information isn’t required, but it can help FEMA consider your appeal. If you want to send additional information, you can:

▪ Send a signed and completed Appeal Request Form. A copy of this form is included in your FEMA decision letter.

▪ Send a signed, written appeal letter.

Appeals must be submitted within 60 days of the date on the FEMA decision letter.

What should I include on documents I send to FEMA?

All documents you send to FEMA as part of your appeal should include your:

APPEALS

▪ Full name,

▪ Current phone number and address,

▪ Disaster Number and FEMA Application Number written on all pages, and

▪ Address of the disaster-damaged home.

Receipts, bills, and estimates must include the business name and contact information to help FEMA confirm the information.

Can someone appeal for me?

Yes. If you send a written explanation for the appeal that is written by someone other than you, it must include their signature. FEMA will need your written permission to share information about your application. You can do this by completing an Authorization for the Release of Information Under the Privacy Act form and sending it to FEMA.

How can I send documents?

You can send appeals or supporting documents to FEMA by:

▪ Uploading to your disaster assistance account at DisasterAssistance.gov.

▪ Mailing to FEMA, P.O. Box 10055, Hyattsville, MD 20782-8055.

▪ Faxing to 1-800-827-8112.

▪ Visiting a Disaster Recovery Center, if available.

Continued Temporary Housing Assistance

FEMA can help eligible survivors who are still unable to live in their home and need to extend their stay in FEMA-supported temporary housing. FEMA will work closely with survivors to understand their temporary housing needs and connect them with additional resources to help them more fully recover.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to simplify the documentation requirements in the application process. These changes apply to disasters declared on or after March 22, 2024.

The following information explains how to apply for Continued Temporary Housing Assistance.

What is Continued Temporary Housing Assistance?

Continued Temporary Housing Assistance is money to help pay for rent and utilities if you used your Rental

Assistance, still cannot live in your home because of the disaster, and need more help paying for a place to stay.

Who can get Continued Temporary Housing Assistance?

You may get Continued Temporary Housing Assistance if you:

▪ Were awarded Rental Assistance and can show you used this money to pay for temporary housing,

▪ Can’t return to your home because it is not safe to live in or is no longer available to you,

▪ Can’t afford to pay for temporary housing and aren’t receiving help from other housing programs or voluntary agencies, and

▪ Establish a Permanent Housing Plan and continue to show you are working toward meeting your goal.

What is a Permanent Housing Plan?

A Permanent Housing Plan is your plan to return to your home or find a new home you can afford. When you apply for Continued Temporary Housing Assistance, you will be asked to select the Permanent Housing Plan listed on the application that best describes your situation. Later, if you are still getting help from FEMA to pay for temporary housing, FEMA will ask if you’re making progress toward your plan. You will need to send documents that show your progress.

If you have challenges in securing permanent housing, FEMA can help and will identify other partners and voluntary agencies who may also be able to help you.

CONTINUED TEMPORARY HOUSING ASSISTANCE

How much can I get for Continued Temporary Housing Assistance?

The amount of money you can get for Continued Temporary Housing Assistance is based on three months of your actual monthly costs for rent and utilities or the Fair Market Rent established by the U.S. Department of Housing and

Urban Development for where you are living, whichever is less. If you still need help after three months, you can apply for more.

How long can I receive Continued Temporary Housing Assistance?

If you continue to meet all eligibility criteria and send the necessary documents to FEMA, you can get help to pay for temporary housing for up to 18 months from the date the disaster was declared.

I am applying for Continued Temporary Housing Assistance for the first time. What do I need to send?

You may request assistance by completing the Application for Continued Temporary Housing form and returning the form to FEMA along with the following supporting documents:

▪ A copy of your current lease or rental agreement. The lease or rental agreement must include the location of the rental unit, amount of rent, length of lease, number of occupants, and signatures of the landlord and tenant,

▪ Documents showing your prior Rental Assistance was used for temporary housing, like rent and utility receipts,

▪ Documents showing current income for all members of your household 18 years and older, and

▪ Documents showing current housing costs for your pre-disaster home only if you are still responsible for those costs. For example, a homeowner may still be paying a mortgage, insurance, or some utilities for their pre-disaster home.

I already got two Continued Temporary Housing Assistance payments. What do I need to send if I still need more assistance?

If you need to continue to receive Continued Temporary Housing Assistance o assist in your recovery, you must complete the Supplemental Application for Continued Temporary Housing Assistance form along with the following supporting documents:

▪ Documents, like rent receipts, showing your prior Continued Temporary Housing Assistance payment was used for temporary housing, and

▪ Documents showing progress toward your Permanent Housing Plan, such as:

▪ A written statement explaining how long it will take to finish repairs, along with receipts for any repair or building materials purchased,

▪ Contractor estimates, agreements, or other documents showing a timeline for finishing repairs or construction,

▪ Permits for home repairs or construction, or

▪ A written statement from your landlord/property management confirming repairs will be made with an estimated move-in date or updating on repair progress to the pre-disaster home.

CONTINUED TEMPORARY HOUSING ASSISTANCE

Learn more at fema.gov March 2024 3

I don’t agree with FEMA’s decision. How can I appeal?

If you don’t agree with FEMA’s decision, you can appeal by showing why you need FEMA assistance. The decision letter you get from FEMA will have more information about the types of documents you should send.

You may use an optional Appeal Request form, which is included in the decision letter you receive from FEMA. You can also choose to write and sign a letter to send with your documents to help FEMA understand why you need help.

How can I send documents?

You can send your application for Continued Temporary Housing Assistance and supporting documents to FEMA by:

▪ Uploading to your disaster assistance account at DisasterAssistance.gov.

▪ Mailing to FEMA, P.O. Box 10055, Hyattsville, MD 20782-8055.

▪ Faxing to 1-800-827-8112.

Displacement Assistance

Displacement Assistance helps survivors who can’t return to their home following a disaster by giving them up-front money to help with immediate housing needs.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to establish new benefits that provide flexible funding directly to survivors when they need it most. These changes apply to disasters declared on or after March 22, 2024.

Displacement Assistance is a new type of assistance and counts toward the maximum amount of Other Needs

Assistance you can receive. The following information explains this new form of assistance.

What is Displacement Assistance?

Displacement Assistance is money you can use to stay in a hotel or motel, stay with family and friends, or for any other available housing options.

Who can get Displacement Assistance?

You may get Displacement Assistance if:

▪ You or someone in your home is a U.S. citizen, non-citizen national, or qualified non-citizen,

▪ FEMA can confirm your identity,

▪ Your home is in a declared disaster area,

▪ You live in your home most of the year,

▪ A FEMA inspection determines your home is not safe to live in, or an inspection can’t be completed because your home is inaccessible,

▪ You don’t have insurance, or your insurance doesn’t have Additional Living Expense or Loss of Use coverage, and

▪ You apply for FEMA assistance during the registration period.

How much Displacement Assistance can I get?

The amount of money you get is based on 14 days of hotel costs based on a rate chosen by the state, territory, or

Tribal Nation impacted by the disaster. Displacement Assistance is a one-time payment. FEMA may provide up to two weeks of funds for temporary lodging at a hotel, motel, or the home of friends or family, for displaced applicants who apply during the registration period.

DISPLACEMENT ASSISTANCE

Can I still get Displacement Assistance when I have insurance?

Yes. If you have insurance, please see if you have Additional Living Expenses or Loss of Use coverage on your policy and contact your insurance company. If your insurance denies your claim or you do not have these types of coverage, you may be able to get Displacement Assistance.

If you have insurance and used all of your Additional Living Expenses or Loss of Use benefits, you won’t get

Displacement Assistance, but you can get Rental Assistance by sending FEMA documents that show you spent those benefits and still need help paying for temporary housing.

NOTE: FEMA needs to see your insurance documentation because FEMA cannot pay for costs covered by another source, like insurance.

What if I have more housing needs?

If you have used your Displacement Assistance and you still have housing needs, you can ask for Rental Assistance from FEMA. You can request this by:

▪ Calling FEMA’s Helpline at 1-800-621-3362.

▪ Requesting it in writing.

▪ Speaking to a local FEMA representative in your area.

You will not need to provide other documentation to get Rental Assistance.

I don’t agree with FEMA’s decision. How can I appeal?

If you don’t agree with FEMA’s decision, you can appeal by showing why you need FEMA assistance. The decision letter you get from FEMA will have more information about the types of documents you should send.

You may use an optional Appeal Request form, which is included in the decision letter you receive from FEMA. You can also choose to write and sign a letter to send with your documents to help FEMA understand why you need help.

How can I send documents?

You can send supporting documents to FEMA by:

▪ Uploading to your disaster assistance account at DisasterAssistance.gov.

▪ Mailing to FEMA, P.O. Box 10055, Hyattsville, MD 20782-8055.

▪ Faxing to 1-800-827-8112.

How FEMA and the U.S. Small Business

Administration Help Survivors Recover

In addition to applying for FEMA assistance, people have the option to apply for a low-interest disaster loan from the U.S. Small Business Administration during their recovery process.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to cut red tape and expand eligibility to reach more people and help them build back stronger. These changes apply to disasters declared on or after March 22, 2024.

The following information explains how FEMA and the U.S. Small Business Administration work together to help survivors more fully recover after disasters.

How can FEMA help me after a disaster?

You may apply for disaster assistance from FEMA to help you recover after a declared disaster. FEMA can give you money to help with costs that aren’t covered by insurance or other sources like non-profits and other government agencies. Money from FEMA doesn’t have to be repaid.

FEMA disaster assistance may include financial help with immediate needs, temporary lodging and home repairs, as well as other disaster-related expenses.

How can the U.S. Small Business Administration (SBA) help me after a disaster?

You may apply for low-interest disaster loans from SBA to help with expenses after a disaster. Because the SBA provides loans, funds you get from SBA must be repaid over time. You don’t need to own a business to apply for SBA assistance.

SBA can provide loans to help with home repair or replacement, personal property, vehicles, mitigation, business losses, and working capital for small business and most private nonprofits.

Can I apply to both FEMA and SBA?

Yes. You can apply to FEMA, SBA, or both. FEMA doesn’t require survivors to apply for an SBA loan before being considered for FEMA assistance.

You can choose to apply for SBA assistance for help with expenses that FEMA assistance can’t cover. FEMA and SBA will work together to provide in-person support at Disaster Recovery Centers and to ensure they don’t provide money for the same expenses.

HOW FEMA AND THE U.S. SMALL BUSINESS ADMINISTRATION HELP SURVIVORS RECOVER

Do I need to apply for an SBA disaster loan before FEMA will help?

No. You don’t need to apply for an SBA disaster loan to be considered for FEMA assistance. You can apply for FEMA assistance at DisasterAssistance.gov and an SBA loan at SBA.gov/disaster at the same time.

How much help can FEMA give me?

FEMA is limited by law to how much money we can provide. For disasters declared in Fiscal Year 2024, FEMA can provide up to $42,500 in Housing Assistance and up to $42,500 for Other Needs Assistance. Some types of help do not count toward these limits.

How much help can SBA give me?

Homeowners may borrow up to $500,000 to repair their home. Renters and homeowners may borrow up to

$100,000 to help with personal property, such as clothing furniture, cars, and appliances. Several other types of loans are available for mitigation efforts and business losses.

How do I apply?

You can apply for FEMA assistance by:

▪ Calling FEMA at 1-800-621-3362.

▪ Applying at DisasterAssistance.gov.

▪ Visiting a Disaster Recovery Center, if available.

For questions about SBA disaster loans, you can call the SBA at 1-800-659-

2955, visit online at www.SBA.gov/disaster, or email disastercustomerservice@sba.gov.

Appendix C mailto:disastercustomerservice@sba.gov http://www.SBA.gov/disaster

Help with Home Repair

FEMA provides help for homeowners who had damage to their homes before the disaster.

What is changing?

Based on feedback received from disaster survivors, impacted communities, and stakeholders, FEMA made changes to Individual Assistance to cut red tape and expand eligibility to reach more people and help them build back stronger. These changes apply to disasters declared on or after March 22, 2024.

The following information explains how FEMA is providing Home Repair Assistance and Home Replacement

Assistance.

Who can get help with home repair?

You can get help with home repair from FEMA if:

▪ You or someone in your home is a U.S. citizen, non-citizen national or a qualified non-citizen,

▪ FEMA can…