TE 03 ACE 5 UserGuide November 2023 DRAFT.docx

DRAFT - Not for Distribution

Federal Emergency Management Agency

Virginia National Processing Services Center Winchester, VA 22603

ACE Users Guide

Contents

CONTACTING THE APPLICANT

Establish an appointment for the assessment with the applicant, co-applicant, or authorized 3rd party. If the applicant, co-applicant, or authorized 3rd party is unable to meet or is otherwise unavailable, return the assessment as Withdrawn and select option 4 “The Applicant is Unable to meet in a timely manner and/or requires an authorized 3rd party”.

COMMUNICATION WITH APPLICANTS

Clear communication is vital to accurately perform an assessment. It is essential that you accommodate applicants who have a Limited English Proficiency (LEP). When encountering an applicant who has LEP, determine if there is anyone in the home 16 years of age or older who can assist as a translator. If not, ask the applicant if they have a friend or another person 16 years of age or older who can be present during the assessment and provide translation assistance. If neither of these two options is possible explore alternative means to ensure clear communication. Alternative methods may include but are not limited to; language translation call services, interpreter, or returning the assessment for reassignment to a compatible speaking assessor.

OTHER FORMS OF COMMUNICATION

You are obligated to accommodate any special need an applicant, co-applicant, or authorized 3rd party requires to communicate during the assessment process. Accommodations may include, but aren’t limited to, assistive technology, such as computers and text messaging.

VIDEO

Video may be used when necessary and feasible. This includes viewing a photo ID, occupancy, or ownership documents, and/or damages.

ACE INSPECTIONS TAB

ACE provides a visual indicator based on the age of the assessment. Assessments assigned between 0 and 2 days prior to the current day will not be highlighted. Assessments assigned between 3 and 4 days prior to the current date will be highlighted in yellow. Assessments assigned 5 days or more prior to the current date will be highlighted in red.

Special Return Instruction: An assessor may be directed to return an assessment prior to completion. To perform a Special Return, select the assessment(s) to be returned to highlight them on the Assessments tab. Select the three dots in the upper right-hand corner, then select the option Special Return. Select the Submit option to send the assessment(s) to the Outbox. Communicate the tablet to Special Return the assessment(s). Any information that may have been recorded in that assessment will be erased during the Special Return process.

ACE OUTBOX TAB

This location lists assessments to be communicated, which is the process used to receive and return assessments.

Communication Instruction: The tablet must be connected to Wi-Fi to receive and return assessments. To receive work, choose the Outbox tab. Select the Communicate button in the upper right-hand corner. A message will display indicating the result of the communication. To return assessments that are in the outbox, select the Communicate button in the upper right-hand corner. A message will display indicating the result of the communication.

ACE ARCHIVED TAB

Completed and communicated assessments can be viewed for up to seven days after communication prior to the system purging the data.

STANDARDS OF CONDUCT

Assessors, employed by or under contract to FEMA to perform Individual Assistance assessments, shall not be part of any trade or financial transactions involving the purchase or sale of any real or personal property belonging to an applicant or household member who is assigned for assessment or being assessed by the designated assessor. Assessors shall not conduct an assessment on a family member, friends, or business associates’ home where a conflict of interest may arise. Do not perform the assessment when there is a conflict of interest with the applicant. Select the Assessment Type “Conflict of Interest” to return the assessment to the HOST for reassignment.

ADDRESS, PHONE NUMBERS, AND E-MAIL ADDRESS

Verify information and make any needed changes. For physical addresses, include any distinct lot or apartment numbers. Confirm the applicant’s phone number and e-mail address when listed. If the home address is not the applicant’s primary address, choose Assessment Type “Not Primary Residence”, and select the scenario that best describes the situation to determine if an assessment is required.

· If the assessment is for vehicle only, change the address to the location where the vehicle damage occurred, select the “Vehicle Only” assessment type and follow instructions.

· A Post Office (P.O.) Box is not an acceptable home address and must be changed to the physical address of the home (911 Address). A P.O. Box is an acceptable mailing address.

· Comment when changing a home address.

Address Copy and Paste Addresses can now be copied and pasted from the Assessments tab for use in mapping. Select the assessment, then press and hold the address field in the Quick Info area. The Copy button will appear, after selecting Copy, the address will be copied to the device’s clipboard. Paste the address in an approved mapping program.

Multiple Homes at the Same Address When encountering multiple homes at the same damaged home address, comment on the location and description of the home being assessed. For example, white mobile home on the northeast corner of the property.

PHOTO ID

Confirm a government issued photo identification of the applicant, co-applicant, or authorized 3rd party who meets with you. Select Yes when you can confirm a government issued ID for the applicant, co-applicant, or authorized 3rd party, regardless of the ID expiration. When no photo identification is available select No. An auto-comment will be generated. Continue to perform the assessment.

LANGUAGE PREFERENCE

Downloaded assessments will retain the applicant’s language preference from registration. Confirm their selection making any changes necessary for future correspondence from FEMA. The software will populate a comment when making a language change.

ASSESSMENT TYPES

Standard The Standard assessment type is the most used assessment for assessing damage to the applicant’s home and access routes. When using the Standard assessment type confirm the following with the applicant:

1. The home is their primary residence at time of the disaster.

a. The home is considered to be the Primary Residence when the applicant resides there more than 6 months of the year.

2. They resided in the declared area.

3. Damage occurred within the disaster incident period.

Conflict of Interest To avoid any real or perceived conflict of interest issues, assessors may not perform an assessment for any relatives, friends, or business associates. When this situation arises, return the assessment so it may be re-assigned to another assessor. If you contact an applicant and realize there is a conflict of interest, explain FEMA’s conflict of interest policy and inform them why you cannot complete the assessment. Inform the applicant that a different assessor will be in contact with them soon. Be sure to notify your assessment company’s point of contact about the conflict of interest.

Instruction:

If you determine that performing the assessment is a conflict of interest:

1. Tap Next for Conflict of Interest. An auto-comment will be generated. Explain the conflict in the comment.

2. The Status of the assessment will automatically be changed to Ready to Send and moved to the Outbox.

Inaccessible An inaccessible home is one that cannot be accessed safely using traditional or alternate routes to confirm home, private road, or bridge damage. Common causes of inaccessibility are standing water, damage, or closures of public roads and/or bridges. In situations where the applicant’s private access road is underwater preventing access to the home, with no visible damage to the road or bridge, record the assessment as Inaccessible.

Instruction:

Select the following scenario that best describes the situation.

1. You can’t get to the home due to damage to a public road, public road or bridge closure, or standing water. Note: Use for standing water on either a public or private road.

a. Schedule an appointment to meet with the applicant at the obstruction/neutral location (for example, at the damaged road). Ask the applicant to bring documents to verify ownership (if owner) and residency, unless already verified by FEMA.

b. Verify the Residents List and record Household Comp and Bedrooms Occupied information.

c. Record any Losses & Needs for Medical, Dental, or Funeral.

d. Ask the Relocation Needed question and record the applicant’s response.

2. You can’t get to the home due to damages to a private road or bridge. Note: Damage to a private road and/or bridge is not an Inaccessible assessment. Selecting this option will take you back to the Standard assessment type to record road and bridge damage.

Inaccessible Home - No Boats to be Used:

Do not utilize a boat to reach a home per FEMA’s request. Record these residences as Inaccessible unless a boat is the normal means of access to the home. If damages were incurred, it may be assessed after waters recede and normal means of getting to the home can be used.

Not Primary Residence (NPR) Not Primary Residence (NPR) refers to a structure where the applicant resides less than half the year. Typical NPRs are vacation homes, rental properties, or businesses. NPRs are not eligible for FEMA grant assistance, although they may be eligible for Small Business Administration (SBA) low-interest loans.

Instruction:

Select the scenario that best describes the situation.

1. The applicant states the home is not the primary residence and the actual primary residence suffered no damage.

Note: This is the most common type of NPR. You do not need to visit the home if you determine the home is NPR over the phone. Complete the fields displayed on the pad to include the APP INFO tab, LOSSES/NEEDS tab, the VEHICLE tab, and the WRAP UP tab.

2. The applicant states that the home is not the primary residence, the actual primary residence did suffer damage, and the applicant has not yet applied for their primary residence.

Note: If the primary residence is in a declared area and the applicant has NOT yet applied to FEMA for that home, change the address in the APP INFO tab, and perform the assessment as usual (Standard), with a comment about why you changed the address.

3. The applicant states that the home is not the primary residence, the actual primary residence did suffer damage, and the applicant has applied for their primary residence.

Note: If the applicant has already made a separate application for the primary residence, an auto-comment will be generated. Explain in Comments that the applicant has already filed for the primary residence and include the registration number if available. The Status of the assessment will automatically change to Ready to Send and moved to the Outbox. The assessment will return as Withdrawn.

4. The applicant states the home is the primary residence but there is evidence to the contrary.

Note: Do not argue with the applicant; just perform the assessment as usual (Standard). In the WRAP UP tab, under Special Conditions, Possible NPR will be automatically selected. An auto-comment will be generated. Explain the conflicting evidence in Comments.

5. The applicant states an intent to occupy, they did not live in the home at the time of the incident but were in the process of moving in and living elsewhere temporarily.

Note: Perform the assessment as usual (Standard). Select Residency Verification as Not Verified. The system will automatically set Relocation to No. Comment on the applicant's situation.

Outside Incident Period Verify when the damage occurred when questioning the applicant about their losses. Only record damage occurring within the listed incident period dates. Do not record damage that occurred outside this date range because that damage is not considered eligible.

Instruction:

Select the scenario that best describes the situation.

1. The applicant states ALL damage occurred outside the incident period.

Note: Explain to the applicant that you will send the assessment to FEMA with a note about the date(s) the damage occurred, and FEMA will evaluate the application for eligibility. After selecting this scenario, the status of the assessment will automatically be changed to Ready to Send and moved to the Outbox. This selection will automatically flag the assessment for review.

2. The applicant states that SOME damage occurred outside the incident period.

Note: Only record damage that occurred within the incident period. Personal Property damage which occurred outside of the incident period will be recorded as “Not Affected”. Comment on the date the damage occurred for the out of incident items. Perform the assessment as normal (Standard), only recording damage that occurred within the incident period.

Unable to Contact (No Contact) Before the assessment can be returned as Unable to Contact, you must make at least three (3) total contact attempts, a minimum of one attempt per day. Attempt contact at different times of day, over a 3-day period using all approved means of communication on each attempt. Comment on the dates and times of your contact attempts

Instruction:

Select the scenario that best describes the situation. The Status of the assessment will automatically be changed to Ready to Send and moved to the Outbox.

1. You are unable to make contact with the registrant or co-applicant or an authorized agent. Note: Record all contact attempts, including dates and times, in the auto-generated comment.

2. You made contact with the applicant, co-applicant, or an authorized 3rd party and an appointment was not scheduled and you are unable to make further contact; OR they missed the first scheduled appointment, and now you are unable to make further contact. Note: If unable to schedule appointment on initial contact, keep trying to re-establish contact for an additional 3-day period. Record all contact attempts, including dates and times, in the auto-generated comment.

Undeclared Area Verify that the damaged home is within a declared area.

Instruction:

If you determine that the app lives outside the declared area:

1. Explain to the applicant that they live in an area that was not part of the federal disaster declaration, and that you will return the assessment to FEMA. Inform the applicant that there is always a possibility that FEMA will extend the declaration area to other areas, and that they should stay in touch with local emergency management officials who can advise if the declaration area is expanded.

2. Make sure the correct county is listed under Home Address in the HOME INFO tab. Correct the county and select the “Undeclared Area” assessment type.

3. Tap Next for Undeclared Area. An auto-comment and auto-flag will be generated.

4. The Status of the assessment will automatically be changed to Ready to Send and moved to the Outbox.

Note: Comment on the undeclared area.

Vehicle Only A Vehicle Only assessment is one in which the applicant only applied for their damaged vehicle and is not claiming any damage whatsoever to their home, personal property, or access routes.

· Confirm that the applicant is only applying for their vehicle.

· Confirm that the Home Address field reflects the location where the damage occurred to the vehicle, if not correct, change the address to the damage location.

· An applicant may be eligible for assistance if their vehicle was damaged in the declared disaster area even if they do not reside within the declared area. There is no requirement to verify residency on Vehicle Only assessments.

· Complete remaining fields on the LOSSES/NEEDS, the VEHICLE, and the WRAP UP tabs.

Instruction:

Select Submit and complete the following:

1. Schedule an appointment with the applicant to view the vehicle and confirm where the damage occurred. Ask the applicant to bring documents to verify vehicle ownership (registration) and automobile insurance policy declaration page to verify both liability and absence of comprehensive insurance.

2. Record any Losses & Needs for Medical, Dental, or Funeral.

3. Record vehicle information, damage, and insurance information on the VEHICLE tab.

Withdrawn Explain the Individuals and Households Program (IHP) to the applicant and withdraw the assessment when the applicant changes their mind and does not want to have an assessment or cannot meet in a timely manner.

Instruction:

Select the appropriate withdrawn scenario. The Status of the assessment will automatically be changed to Ready to Send and moved to the Outbox.

1. The applicant changed their mind and does not want to pursue the FEMA program and voluntarily withdraws.

Note: If the applicant states they wish to withdraw, politely ask why. Unless they did not apply, gently try to persuade the applicant to allow the assessment. Explain that the assessment is free, painless, and it’s a good idea to get it on file as a back-up plan. If the applicant agrees, then perform the assessment as usual (Standard). If the applicant still wishes to voluntarily withdraw, tap Submit to Withdraw. An auto-comment will be generated. Explain in comments the reason that the applicant wishes to voluntarily withdraw.

2. You made contact with the applicant, co-applicant, or an authorized 3rd party and an appointment was not scheduled and you are unable to make further contact; OR they missed the first scheduled appointment, and now you are unable to make further contact. Note: If unable to schedule appointment on initial contact, keep trying to re-establish contact for an additional 3-day period. Record all contact attempts, including dates and times, in the auto-generated comment, and submit to Withdraw. Explain in Comments the attempts to meet with the applicant and inability to re-establish contact.

3. The applicant has missed two or more scheduled appointments without a compelling reason.

Note: If the applicant is a no-show two or more times, withdraw them. Attempt to find out the reason for missed appointments before selecting this option. If the applicant has a legitimate reason (for example, flat tire, misunderstood the time, etc.) do not count this as a missed appointment. If it is determined that the missed appointment reflects a willful abuse of the program, then tap Submit to Withdraw. An auto-comment will be generated. Explain in Comments that the applicant missed two appointments. There is a required comment on the dates and times of the missed appointments.

4. The applicant is unable to meet in a timely manner and/or requires a 3rd party representative Note: If the applicant is unable to schedule an appointment within 7 days of contact, advise the applicant that you will return the assessment to FEMA, and when they are available, to call 800-621-FEMA to have the assessment reassigned or to authorize a 3rd party representative. Tap Submit to Withdraw. An auto-comment will be generated. Explain in Comments the applicant's reason for inability to meet and expected date of availability.

5. The applicant is uncooperative.

Note: You should make every effort to accommodate the applicant’s schedule and preference. However, if the applicant is verbally abusive, threatening, or presenting other obstacles to a safe assessment, then tap Submit to Withdraw. An auto-comment will be generated. Explain in Comments that the applicant is uncooperative and provide details.

6. There is reasonable suspicion of ID theft.

Note: Use when it is stated there was no application made by the individual you have contacted. This can be provided in person or over the phone/text by the individual whose name was registered, and/or occupies the address. It is not required to view the individual’s identification. This is not to be used in circumstances where there is doubt of primary residency. An auto-comment will be generated. Explain in Comments the supporting evidence.

Remote Assessment Select Remote “Yes” only when performing the assessment from your home, duty station, or you are deployed and completing an offsite assessment.

RESIDENTS OF HOME (OCCUPANTS)

Verify applicants and occupants residing in the home.

· Make minor spelling corrections to applicant names upon verification, but do not make a complete change to first or last name or change the registrant from one individual to another; when either is requested, inform the applicant to call FEMA’s helpline to alter their registration. In this situation, withdraw the assessment.

· Record the names, ages, and relationship status of all occupants residing in the home at the time of the incident to include boarders, renters, live-in landlords, students away at college expected to return during session breaks, and joint-custody children.

· To meet the “citizenship” status, a non-citizen parent or guardian may have placed the registration in their dependent citizen child’s name.

· Delete individuals who were not part of the pre-disaster household.

Name Change - Hyphenated name If the applicant applied as “Jane Smith”, and during the assessment the applicant reveals a married name of “Jane Smith-Johnson”, inquire as to what name the applicant currently has with the Social Security Administration (SSA). If the hyphenated name is what is used by the SSA, add the second last name without hyphenation (for example, Jane Smith Johnson).

Death of Registrant, Co-Applicant or Household Member When a registrant, co-applicant or other member of the household has passed away, either as a result of the disaster or from other non-disaster causes:

· If the registrant is deceased, perform the assessment with the co-applicant or authorized 3rd party. When no co-applicant is available, return as Withdrawn and comment about the deceased situation.

· If a non-registrant household member is deceased, change the relationship to Deceased Individual within the Residents of Home field.

· Include the deceased individual in the Household Composition.

· Do not include the deceased individual in the bedrooms occupied count.

· Do not record personal property damage for the deceased individual.

Incarcerated Applicants Return the assessment as Withdrawn if the applicant is currently incarcerated, the sole occupant of the home, and does not have an authorized 3rd party to perform the assessment. Complete the assessment if a co-applicant or authorized 3rd party is available.

Relationship Descriptions

Boarder - An occupant/roommate with a commercial relationship with the owner or head of household, usually residing in just one room.

Co-Applicant - A spouse, significant other, or another adult member of the household, occupying the home at the time of the event. The Co-Applicant is authorized to officially represent the household during the assessment, including verification of Residency and/or Ownership, if needed. You may add a Co-Applicant or change an existing Occupant to Co-Applicant at the Registrant’s request, but only if the Registrant is physically present. Record a maximum of one (1) Co-Applicant.

Friend/relative - Distant family member(s) or friend(s) who is an occupant in the home.

Immediate family - A member of the nuclear family occupying the home (father, mother, or children/siblings).

Landlord - Owner of the home or lot and is an occupant in the home.

Other - Do not use. If resident is downloaded as “other”, change to the appropriate relationship.

Deceased Individual - A household member that passed away during or after the event either as a result of the disaster or from other non-disaster causes.

HOUSEHOLD COMPOSITION

Record the number of household members who resided in the home at the time of the incident, including students away at college expected to return during session breaks, joint-custody children, and deceased household members. Do not include boarders, renters, or live-in landlords.

BEDROOMS OCCUPIED

Record the number of bedrooms occupied at the time of the incident for the applicant and the members of the household, including students away at college expected to return during session breaks, and joint-custody children. Do not count bedrooms solely occupied by a boarder, renter, landlord, or a deceased individual. This number will not necessarily agree with the number of bedrooms indicated on your room assessment but will not exceed household composition.

When a household member sleeps in a non-designated bedroom such as a living room, do not include that individual in the count of bedrooms occupied. Comment on this living condition. For example, a parent and child share a one-bedroom house and the son sleeps in the living room on the couch. The assessor will record one bedroom occupied and comment that a household member sleeps on the couch.

CITIZENSHIP, MINORS, AND 3rd PARTY ASSESSMENTS Conditions surrounding citizenship, age, and conducting the assessment without the applicant or the presence of a household member are noted here.

· If a minor child is the registrant because the parent/guardian is not lawfully present in the U.S., complete the assessment and comment “Minor Child Citizen”. In this scenario, the parent/guardian must be listed as the co-applicant. If the minor child is the registrant and the parent/guardian is not listed as the co-applicant, then withdraw the assessment.

· If the head of the household is younger than 18 years of age and claiming to be an emancipated minor comment “Emancipated Minor”.

· Visas - Individuals residing in the U.S. on Work or Student VISAs are ineligible to receive financial assistance through the Individuals and Household Program, regardless of their possession of a Social Security Card or number. If the applicant elaborates on their lack of citizenship, perform the assessment, flag it, and comment on their statement. For example, “Applicant here on a work VISA.”

· 3rd Party Assessments – If the applicant or co-applicant is unable to be present for the assessment, they may designate a 3rd party to represent them. The applicant must have prior authorization submitted to FEMA in order to perform a 3rd party assessment. When authorized, the name and contact information for the approved 3rd party will be in the assessment request comments. If the 3rd party contact information is not in the assessment request, withdraw the assessment and inform the applicant to contact the Agency’s Helpline (1-800-621-3362) to submit a 3rd party assessment request. Do not accept written consent or power of attorney documents (POA) presented at the time of assessment.

APPLICANT’S RELATION TO HOME (RENTER OR OWNER)

Confirm the applicant’s relationship to the home to be either a renter or an owner making any necessary changes.

· If the applicant states they are an owner, but registered as a renter, change to an owner, and perform a complete assessment recording all structural damage. Attempt to confirm ownership from applicant available documentation and when insufficient, select Not Verified.

· Applicants with a “rent to own” agreement should be assessed as owners, perform a complete assessment recording all structural damage with Home Ownership as “Not Verified”. Comment when the applicant is in a rent-to-own agreement.

· Change from owner to renter only if the applicant states they are a renter.

· A comment is required when changing the applicant’s Relation to Home.

· If the applicant was homeless prior to the event, they would be recorded as a renter.

PRIMARY RESIDENCE VERIFICATION (OCCUPANCY/RESIDENCY)

FEMA attempts to verify residency for all applicants prior to the assessment being issued. When residency is verified by FEMA, the assessment will be issued with Merchant’s Statement selected and other options will be grayed out.

Ask every applicant if the home is their Primary Residence. The home is considered to be the applicant’s primary residence if the applicant resides in the home for more than 6 months of the year.

If residency was Not Verified by FEMA, all residency verification methods will be available for selection. Choose the appropriate verification selection for residency using the table below.

Table: Documentation to Verify Occupancy/Residency Documentation to Verify Occupancy/Residency

· Applicant’s or co-applicant’s name

· Damaged home address

Utility Bill

· Damaged home address

Merchant’s Statement

· Damaged home address

· For letters dated within the period of assistance:

· Clearly states applicant or co-applicant lived at address at the time of the disaster

· Verifying individual or organization’s name and telephone number

Employer’s Statement

Lease/Housing Agreement: Copy of a written lease, housing agreement, or a letter or other written statement from the landlord that includes:

· the name of the applicant or co-applicant

· the landlord’s contact information

· the basic terms of tenancy including:

· the location of the pre-disaster unit,

· duration of the lease confirming that the applicant lived there at the time of the disaster,

· signatures from both the applicant or co-applicant and the landlord.

· Landlord’s contact information

· Basic terms of tenancy including:

· the location of the pre-disaster unit,

· duration of the lease confirming that the applicant lived there at the time of the disaster,

· signatures from both the applicant or co-applicant and the landlord.

Landlord

Rent Receipts: Copy of a rent receipt or bank statement (with image of the cancelled rent check) that reflects the name of the applicant or co-applicant, the landlord’s contact information, and the address of the pre-disaster housing unit.

· Damaged home address

Landlord

Public Official’s Documents: Documentation received before the disaster from a public official (for example, Police Chief, Mayor, Postmaster, state, local, tribal, or territorial government official) that includes the name of the applicant or co-applicant and the disaster-damaged residence address or a letter or other written statement prepared after the disaster that includes the name of the applicant or co-applicant, the disaster-damaged residence address, and that the applicant or co-applicant occupied the disaster-damaged home at the time of the disaster.

· Damaged home address

· For letters dated within the period of assistance:

· Clearly states applicant or co-applicant lived at address at the time of the disaster

· Public official’s name and telephone number

Landlord

For ACE-required comment, record “Residency verified by Landlord = [insert public official name and phone #]. For example, = “Mayor Joe Brown xxx-xxx-xxxx”

Identification Cards: Driver’s license, state-issued ID card, or voter registration card that reflects the name of the applicant or co-applicant and the disaster-damaged residence address.

· Damaged home address

Driver’s License or Voter Registration, as applicable.

Social Service Organization Documents: Documentation received before the disaster from a social service organization that provided pre-disaster services to the applicant (for example, Center for Independent Living, Meals on Wheels, the National Urban League, etc.) and includes the name of the applicant or co-applicant and the disaster-damaged residence address or a letter or other written statement from the organization prepared after the disaster verifying that the applicant or co-applicant occupied the disaster-damaged home address at the time of the disaster.

The social service organization documents must be dated within one year prior to the beginning of the disaster incident period or within the period of assistance.

· Applicant’s or co-applicant’s name

· For letters dated within the period of assistance:

· Clearly states applicant or co-applicant lived at address at the time of the disaster

· Verifying individual or organization’s name and telephone number Merchant’s Statement

Local School Documents: Documentation received from the school or school district before the disaster that include the child’s disaster-damaged residence and the name of the applicant or co-applicant, or a letter or other written statement from the school or school district prepared after the disaster verifying the child’s residence at the time of the disaster and includes, in the case of a dependent, the name of the applicant or co-applicant.

· Damaged home address

· For letters dated within the period of assistance:

· Clearly states applicant or co-applicant lived at address at the time of the disaster

· Verifying individual or organization’s name and telephone number

Merchant’s Statement

Federal or State Benefit Documents: Documents received before the disaster from a federal or state agency that provided benefits to the applicant (for example, Supplemental Nutrition Assistance Program (SNAP)) and includes the name of the applicant or co-applicant and the disaster-damaged residence address or a letter or other written statement from the organization prepared after the disaster verifying that the applicant or co-applicant occupied the disaster-damaged home address at the time of the disaster.

· Damaged home address

· For letters dated within the period of assistance:

· Clearly states applicant or co-applicant lived at address at the time of the disaster

· Verifying individual or organization’s name and telephone number Merchant’s Statement

Motor Vehicle Registration: Copy of a motor vehicle registration which shows that the vehicle was registered to the applicant or co-applicant at the disaster-damaged residence address.

· Damaged home address

Merchant’s Statement

Mobile Home Park Documents: In the case of mobile homes or travel trailers located in a mobile home park, the applicant or co-applicant may submit a letter or other written statement from the park owner or manager, which states that the applicant or co-applicant occupied the disaster-damaged home at the time of the disaster. The letter or written statement must include the name and telephone number of the individual providing verification.

· Clear statement that applicant or co-applicant lived at the damaged home address at the time of the disaster

· Park Owner or Manager’s name and telephone number Landlord

· Record residency as verified only if the applicant lived in the home at the time of the disaster. You are not expected to prove “intent to occupy”. For example, if the home was under construction or remodeling at the time of the disaster, and the applicant lived elsewhere, complete the assessment as normal, and record residency as “Not Verified" and comment.

· Verbal verification of residency is acceptable only when the applicant doesn’t have supporting documents. In these cases, attempt to obtain verbal verification of residency by either the landlord (leasing individual/parent of child/entity) or the utility company. Record in Comments the Landlord’s /Utility Company’s name and phone number when residency is verified verbally.

· If the home is a boat and residency is verified by the Harbor Master, select Landlord and comment on the official’s name and phone number.

· When the applicant claims that the home is their primary residence, but all means to verify residency have been exhausted, record residency as “Not Verified" and perform a complete assessment.

· Comment on unsuccessful attempts to verify residency.Workaround for Ownership/Residency Verification Software Glitch on Appeal and Reinspect Inspections If the inspection is received with residency and/or ownership indicating FEMA Verified and a locked selection of Not Verified, you will need to perform a work around. Submit a minor change to the home address (as simple as adding a character) and then change the address back. This will unlock the ownership/residency verification selections.

HOME OWNERSHIP VERIFICATION

FEMA attempts to verify ownership for all applicants prior to the assessment being issued. When ownership is verified by FEMA, the assessment will be issued with Official’s Record selected and other options will be grayed out.

If ownership was Not Verified by FEMA, all ownership verification methods will be available for selection. Choose the appropriate verification selection for ownership using the table below.

Table: Documentation to Verify Ownership Documentation to Verify Ownership

· Applicant’s or co-applicant’s name

Official’s Record

· Applicant’s or co-applicant’s name

· Damaged home address Mortgage Payment Book

Structural or real property insurance document, bill, or payment record.

Documents must be dated within one year prior to the beginning of the disaster incident period.

· Applicant’s or co-applicant’s name

· Damaged home address Structural Insurance

· Applicant’s or co-applicant’s name

· Damaged home address Tax Bill

· Applicant’s or co-applicant’s name

Title Number

Quitclaim Deed

Document must be current and/or effective during the disaster incident period.

· Applicant’s or co-applicant’s name

Official’s Record

· Applicant’s or co-applicant’s name

· Damaged home address Official’s Record

· Clearly states applicant or co-applicant owned the damaged home at the time of the disaster

· Official’s name and telephone number Official’s Record

· Tax Bill - Select Tax Bill as the method of verification when a tax bill is viewed or verified through official tax office websites. Comment with the website URL used for verification.

· Mortgage Payment Book - Select after confirming the applicant or co-registrant’s name and home address on the statement or loan documents. When verifying ownership with a Mortgage Payment Book record a structural insurance type under insurance even if the applicant claims they do not have insurance. (Note: Mortgage companies require an insurance policy on the home.)

· Affidavit - Do not use unless disaster specific guidance is provided.

· Title Number - Titles are common and customary when verifying ownership of mobile homes and issued from State Motor Vehicle departments.

· Ownership using Pre-911 Address - Assessors may accept ownership documentation that lists a previous 911 address if they have corresponding documentation.

· If the applicant claims they are the owner, and all means to verify ownership have been exhausted, select “Not Verified” and complete the assessment as an owner. A comment is required.

· Comment on unsuccessful attempts to verify ownership Workaround for Ownership/Residency Verification Software Glitch on Appeal and Reinspect Inspections If the inspection is received with residency and/or ownership indicating FEMA Verified and a locked selection of Not Verified, you will need to perform a work around. Submit a minor change to the home address (as simple as adding a character) and then change the address back. This will unlock the ownership/residency verification selections.

PUBLIC UTILITIES OUT

The Public Utilities Out selection is used to identify homes without essential public utility service due to disaster caused damage at the time of assessment. Public utilities include electricity, gas, water, and sewer provided by municipalities, subdivisions, or mobile home parks.

· If essential utilities were out, but are now back on, the correct choice is “No”.

· This button is not to be used to indicate damage to utility systems that are the applicant’s responsibility, such as well or septic.

· Consider damage to utilities owned by the applicant. For example, disaster damage to the electric service entrance, mast, or meter base would be the applicant's responsibility.

· Do not record Habitability Compromised as “Yes” if the only concern is the public utility outage.

Public Water Contamination - If a municipal water source is operable, but has been contaminated, and there is a “boil water” notice, the correct selection for utilities out is “No”. If a municipal water source is operable but has been contaminated to the point there is a “do not use” notice, the correct selection for utilities out is “Yes”.

INSURANCE TYPES

Ask every applicant if they have insurance and select all indicated home policies.

· Verify insurance types listed from Registration Intake (RI). If the applicant claims not to have a listed insurance, inform them to call FEMA’s Helpline for additional instructions to correct (1-800-621-3362).

· When the residence is a mobile home and Homeowner’s Insurance is listed, add Mobile Home Insurance. Add all additional insurance types and riders indicated by the applicant. A rider is defined as a provision of an insurance policy that is purchased separately from the basic policy and that provides additional benefits at additional cost to the insured. An example would be a homeowner's policy containing a sewer backup (SBU) rider, which would cover damage resulting from SBU.

· The insurance policy “Earthquake Contents Only” only covers Earthquake damage. Whereas “Contents Only with Earthquake Rider” covers all perils except flood.

· If an applicant claims to have fire only insurance policy, select the Homeowner’s Insurance type if it is not already listed.

· Sump Pump Rider - When an applicant indicates they have homeowner’s insurance with a sump pump rider, record the insurance type as homeowner’s insurance with a sewer backup (SBU) rider.

MEDICAL

Instruction: If the applicant reports a disaster caused medical need, select “Yes” to indicate a need, and select appropriate response for insurance question. Medical needs can be a new medical condition caused by the disaster, the loss of prescriptions or medical equipment (artificial limbs, prescription eyeglasses, etc.) damaged, destroyed, or lost as a result of the disaster. This selection is used for medical needs beyond what can be found and recorded in ADA personal property appliances.

DENTAL

Instruction: If the applicant reports a disaster caused dental need, select “Yes” to indicate a need, and select appropriate response for insurance question. Dental needs can be a new dental condition or injury caused by the disaster, or dentures that are lost, damaged, or destroyed as a result of the disaster.

FUNERAL

Instruction: If the applicant reports a disaster caused funeral need, select “Yes” to indicate a need, and select appropriate response for insurance question.

MOVING & STORAGE

Instruction: If the applicant reports a disaster caused moving and/or storage need, select “Yes” to indicate a need. Use the moving and storage button to record a need to move/store personal property following damage to the home. Do not indicate this need if the applicant incurred expenses to move/store personal property prior to the incident and to prevent disaster damage.

CLOTHING

Consider the disaster caused clothing need of the applicant and household members. Do not record clothing if unable to verify loss.

· Do not record damage to stored clothing.

· Clothing is not to be recorded unless all the applicants clothing is destroyed, physically gone (for example, blown away), or contaminated by chemicals, sewer backup, etc. It is expected that clothing that is soaked by wind driven rain, seepage, or flood waters will be cleaned by the applicant.

· Limit of one (1) per household member that has a clothing need.

WORK & SCHOOL

Record disaster caused damage to uniforms, computer(s), books/supplies, and tools required for employment or continued school enrollment, of which the applicant purchased and is financially responsible. Do not record items used for self-employment.

Instruction: Follow the guidance under each item to determine if the loss is qualified.

· Uniforms that the applicant is financially responsible for, or previously purchased by the applicant are only to be recorded if they are lost or severely damaged as a result of the disaster and are required to maintain employment. Do not record more than one per individual who lost these items. One refers to a full set of uniforms. Like clothing, uniforms are not to be recorded unless they are destroyed, physically gone (for example, blown away), or contaminated by chemicals, sewer backup, etc.

· A computer that the applicant is financially responsible for, or previously purchased by the applicant, are only to be recorded if they are lost or severely damaged as a result of the disaster. Do not record computers when the cause of damage is Power Surge.

· Books/Supplies that the applicant is financially responsible for, or previously purchased by the applicant, are only to be recorded if they are lost or severely damaged as a result of the disaster and are required to stay enrolled in school. Do not record more than one per individual who lost these items. One refers to a full set of books. Books include textbooks for grade school, vocational school, college, and reference material. Supplies include notebooks, pens, paper, and miscellaneous small office supplies.

· Tools that the applicant is financially responsible for, or tools previously purchased by the applicant, are only to be…