2024 HIS Industry Day Slides.pdf

Federal Emergency Management Agency 1

Housing Inspection Services Industry Day

Federal Emergency Management Agency Office of Response & Recovery

U.S. Department of Homeland Security April 20, 2023

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Agenda

• Opening Statements

• Question and Answer Instructions

• Program Objectives and History

• Survivor support Objectives, Requirements, Constraints and Capacity to Respond

• Contract Structure and Equipment

• Federal Assistance Request and Task Order Award Process

• NEMIS – Assignment and Review software

• ACE - The Inspection software

• Personnel Security and Onboarding

• Change

• Closing Remarks

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Introductions

• Frank Matranga, IA Deputy Director

• Jason Morgan, Expeditionary Force Section

• Ken Jackson, Field Services Branch Chief

• Chris Portesi, Field Services Branch

• Robert Rowzee, Contract Field Assessment Unit Chief

• Benjamin Johnson, Deputy Program Manager

• Alisa Hart and Ericka Dinkle, Contracting Officer Representative

• David Ritchie, Task Monitor Supervisor

• Cheryl Eckhardt, Task Monitor

• Michael Barta, Inspection Services Coordinator

• Todd Milliron, Program Manager

Opening Statements

Federal Emergency Management Agency

IA Deputy Director – F. Matranga Expeditionary Force – J. Morgan

I was really frustrated with all the paperwork and having to prove I needed help. I told the case worker, 'I’ve already lost everything; haven’t I shown you enough to show you I’m deserving? Do you not trust what I’m saying?’

- Survivor, Florida

PAIN POINT

Burdensome application process

Survivors apply for help and request services from multiple agencies and aid organizations—a repetitive, tiresome, and often re-traumatizing process that takes time and attention away from other recovery tasks.

PAIN POINT

Inconsistent information

Many survivors find government websites, printed materials and interactions with agency field staff inconsistent or uncoordinated. The quality of recovery information varies depending on the staff person or communication channel that a survivor encounters.

In environments like this full of administrative burden, inequity flourishes.

Where We Are: The Current Survivor Experience

VISION

Meeting People

Where They

Are

We are pursuing an omni-channel experience where survivors receive the same high-quality service and support regardless of how they chose to interact with us. Staff at each interaction are given trauma-informed development and authority to solve problems. At every interact we seek to (1) understand needs;

(2) collect information; (3) explain assistance; (4) answer questions; and (5) provide

“warm” handoffs for needs

FEMA cannot meet.

VISION

Assistance for

People

Not Just

Things

We are pursuing better-timed, more flexible, and greater levels of assistance to address needs of all survivors. Programs are designed to maximize local decision making and enable non-federal innovation.

Initial cash assistance and case management are provided instantly and automatically. Guidance and actions enable rebuilding resiliently while recognizing the value of place.

The help after a disaster, our Nation needs and deserves.

Where We Want to Go: The Future Survivor Experience

Program Objectives and History

Field Services Section – C. Portesi

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Program Objectives

• The Federal Emergency Management Agency (FEMA) is authorized to assist survivors during their recovery through Presidential disaster declarations. This process involves meeting with survivors to help to inform their recovery efforts and verifying disaster-related damages in the 50 states, the 5 U.S. Territories, and numerous Tribal Nations within the

U.S.

• To demonstrate the capability to meet at least 175,000 survivors on an annual basis at their homes to help them navigate their recovery efforts and verify disaster-related damage with the majority occurring during the fall hurricane season.

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Program Objectives, cont.

• To provide superior customer experience and assist survivors with program questions and next steps in their recovery process in an expedited manner.

• Ensure service provider is capable of providing necessary support to survivors as they are typically the first encounter from FEMA.

• To conduct assessment of disaster damage expeditiously with informed customer service and support so not to delay survivor eligibility determination of FEMA programs.

• Provide quality damage assessments free of error ensuring survivor eligibility determinations.

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The Survivor Process

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History

• For over 20 years, FEMA has awarded 5-year performance base indefinite delivery indefinite quantity

(IDIQ) contracts to two vendors.

• Between 2012 and 2022:

• 201 Task Orders for work have been issued

• 6.1M inspections were issued

• Average of 557K annually issued inspection, 461K in the past 5 years

• The peak monthly issuance of more than 1M inspections occurred in October 2017 in response to

Harvey, Irma and Maria Hurricanes

• Task Orders issued in 181 CONUS locations, and 20 OCONUS areas including 15 territories.

• Federal resources are conducting the majority of inspections during non-peak periods occurring between December and July.

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11 Year History – Issued Annually

Data: FIDA 42130

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022

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11 Year History – Issued Monthly

Data: FIDA 42130

200,000

400,000

600,000

800,000

1,000,000

1,200,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Survivor Support Objectives, Requirements, Constraints and Capacity to Respond

Program Manager – T. Milliron

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Survivor Support Objectives

• Provide holistic survivor support and interaction during visit that ensures exceptional customer experience to include answering basic questions regarding their recovery and next steps in the recovery process.

• Maintain the capacity to conduct the majority of work during the late summer/fall hurricane season, or Peak disaster activity for task orders issued between August and end of November, and reduce staff for non-peak periods of activity occurring December - July.

• Conduct onsite survivor support to include verifying residential disaster damage for single and multi-family dwellings, condominiums, manufactured homes, travel trailers and other structures.

Verify applicant registration data and record personal property losses to include vehicle damages.

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Survivor Support Objectives – cont.

• Conduct damage verification using the damage level methodology. This technique replaces specification based evaluations with assessing the dwelling’s overall condition when selecting conditions within the software.

• In addition to onsite survivor support, service provider needs to be prepared to provide services and assessments via additional methods to include:

o Remote inspections whereby inspectors assess damages via a phone interview, and video conferencing when available.

o Utilize satellite imagery to verify disaster residential damage.

o Other potential means to collect, verify, and report disaster damage.

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Survivor Support Conditions

• Service provider will require the capability to work in austere disaster environments for extended deployments requiring extended travel to and from the site incurring fuel scarcity, lack of rental cars and displaced survivors.

• Service provider may be given short notices for field deployment

• FEMA utilizes iOS devices, currently iPads to record damage through GFE and software where vendor proprietary software is not permitted to interface.

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PWS or SOO

• FEMA is intending for this vehicle to change from a historical approach focused on inspections to be more focused on providing a holistic, high quality of customer service to survivors to inform their recovery.

• The Contract has historically been solicited through a Performance Work Statement (PWS);

however, FEMA is considering solicitation through a Statement of Objectives (SOO) requiring offerors to submit a PWS and quality plan.

• For today’s presentation, both options are being presented when disclosing anticipated production metrics.

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PWS: Production Requirements Option 1 (Peak Activity: Aug-Nov)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Quantity 0 0 1000 1,750 2,500 3,250 4,000 4,750 5,500 6,200 7,000 7,750 8,500 9,250 10,000 10,000 10,000 10,000

Percentage 0 0% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2,000

4,000

6,000

8,000

10,000

12,000

Daily Production Required is the lesser of the Two Metrics until reaching 10,000 daily returns across all Open TOs

Quantity Percentage

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PWS: Production Requirements Option 2 (Non-Peak Activity: Dec-July)

1 2 3 4 5 6 7 8 9 10

Quantity 0 100 200 300 400 500 600 700 800 1,000

Percentage 0 10% 20% 30% 40% 50% 60% 70% 80% 90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1,000

1,200

Daily Production Required is the lesser of the Two Metrics until reaching 1,000 daily returns across all Open TOs

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PWS: Staffing Requirements - Option 3

• FEMA specifies the quantity and when to arrive in the field, followed by a minimum average floor production.

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PWS: Production Option 4 - Hybrid

• FEMA specifies an initial quantity to arrive in the field, and a minimum floor production.

• Once in the field and producing for an established time by FEMA, the operation changes to one of the two previous daily incremental production models and from a time (Day) negotiated in the task order.

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Quantity 0 0 1000 1,750 2,500 3,250 4,000 4,750 5,500 6,200 7,000 7,750 8,500 9,250 10,000 10,000 10,000 10,000

Percentage 0 0% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90%

0%

20%

40%

60%

80%

100%

2,000

4,000

6,000

8,000

10,000

12,000

Daily Production Required is the lesser of the Two Metrics until reaching 10,000 daily returns across all Open TOs

Quantity Percentage

1 2 3 4 5 6 7 8 9 10

Quantity 0 100 200 300 400 500 600 700 800 1,000

Percentage 0 10% 20% 30% 40% 50% 60% 70% 80% 90%

0%

20%

40%

60%

80%

100%

1,000

1,200

Daily Production Required is the lesser of the Two Metrics until reaching 1,000 daily returns across all Open TOs

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PWS: Capacity to Respond

Key performance indicators include:

• Production Capacity - 10,000 per day by day 15

• Capability to onboard (mission ready) 1,500 field personnel by Day 15 of the task order

• Prepared to deploy steady state field personnel within 24 hours of task order launch

• Established quality measures ensuring compliant work to be returned in a timely manner

• Sufficient management and administrative personnel to support a large field personnel deployment

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SOO: Objectives

Key objectives include:

• Capability to onboard and train a sufficient workforce to meet 175,000 survivors annually and return the product where the majority will be received as a result of late summer and early fall hurricane activity.

• Capability to visit survivors and return damage assessment daily when displaying a daily count of issued and completed work until reaching 100% of all issued work for each of the following task order quantities with a 60-day performance period:

• Less than 50K

• 50K to 150K

• >150K

• Conduct customer service surveys providing results to FEMA which focused on customer experience and support provided and damage assessment conducted

• Established quality control plan ensuring compliant work to be returned in a timely manner

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Other Factors

• FEMA’s operational budget for contracted services may involve innovated logistic methodologies such as remote work assignments, reducing warehouse and office costs when combining tasks with other parent operations.

• DHS/FEMA Cybersecurity regulations will not permit third-party applications to interface with government software applications. Innovative measures requiring such application will not be considered.

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Training

• FEMA will provide training on the level customer service and support necessary for survivors and the use of the ACE and NEMIS software systems to a limited number of contracted personnel for training their staff (Train the Trainer concept).

• The contractor is responsible for assembling and conducting all training for their personnel. With remote capabilities now standard in the industry, learning management systems should likewise be considered through web-based platforms.

• In-person instruction should be reserved for use after task order awards and in the field.

• Just in Time operations may combined both facets of web-based and onsite instruction when receiving the majority of training onsite.

Contract Structure and Equipment

Contracting Officer – J. Morgan

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Contract Structure

• Multiple vendors will be considered for award through an Indefinite Delivery Indefinite

Quantity (IDIQ) contract with Firm Fix Price (FFP) costs and Cost Reimbursable (CR) line items (CLINs) for operations (reoccurring costs), travel and additional training.

• FEMA will likely incrementally fund cost-reimbursable CLINs.

• All costs associated with travel will be reimbursed in accordance with approved Federal

Travel Regulation rates and FEMA’s Travel Policy.

• This contract will be subject to the Service Contract Act and applicable Department of Labor

Wage Determinations.

• FEMA currently utilizes a custom DOL wage determination for contracted personnel, specific to the requirement of the program.

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Government Furnished Equipment and Data

The Government will provide:

• Work will be performed using government-furnished equipment

• Access to software to assign, review, and record damage

• Limited number of laptops to access and report applicant PII data

• Access to necessary platforms to receive applicant PII and damage data via a secure network

• Delivery of real time data to assist in assignment, quality and monitoring of results

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Government Furnished Equipment and Data – cont.

• The government may provide equipment at time of need or ask the Contractor to maintain an inventory and compensate the contractor accordingly.

• Contractor is not permitted to remove applicant PII from GFE, however, may collect summary data for personnel accounting and transfer to contractor systems.

• Contractor will have access to the FEMA network to retain data, including a MS SharePoint

• DHS/FEMA cyber security protocols will not permit contractor proprietary software to be installed or utilized on government systems (software and hardware).

• The contractor is not to rely on FEMA supplied information to determine resource commitments.

• Progress reports will be outlined within the Performance Work Statement at the time of solicitation, or vendor submission through Statement of Objectives.

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Contractor Furnished Equipment and Facilities

• Contractors may acquire laptops for personnel when connected to FEMA’s VPN and Citrix network.

• Contractor to provide all other equipment and facilities not specified as GFE to complete the task.

• Proximity to FEMA offices is not required.

Federal Assistance Request and Task Order Process

Federal Emergency Management Agency

Task Monitor – C. Eckhardt

Timeline

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Event Occurs

Disaster Event

PDAs

Governor’s Request

Task Order Solicitation

Pre-TOPR Process

TOPR

TM/COR Evaluation

Contractor Selection

Contractor Stand-By

Disaster Declaration

Declaration

COR Funding Request

Registration Intake

Inspection Triage

Regional Briefing

Task Order Launch

Notice to Proceed

Contractor Briefings

Contractor Field Office Set up

Personnel Deployed

Operational Reporting within 72 hours

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Event Occurs

• Disaster Event occurs

• Notice – Tropical Storm to Hurricane

• No Notice Events - Earthquake

• Response

• Preliminary Damage Assessments (PDAs) performed

• Residents contact local EM

• State PDAs

• Joint PDAs (flyover, on-ground)

• Governor’s Request for Individual Assistance (IA)

Disaster Declaration

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Task Order Solicitation

• Pre-TOPR Process

• Regional reach out, estimated number of visits

• FEMA decides if In-House or Contractor will perform visits and assessments

• TOPR – Contractors are solicited for a Task Order Proposal Response (TOPR)

• Place of performance

• Period of performance

• Required number of assessments or personnel

• Any task order specific instructions/requirements

• Contracting Office conducts a technical and financial evaluation of proposals for consideration of award.

• Awarding contractor is placed on stand-by (can be done pre or post declaration)

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Disaster Declaration

• IA Declaration signed by President

• COR submits funding request

• Registration Intake begins

• Survivors answer questions regarding disaster needs, degree of damage and other losses (personal property, medical, transportation)

• Referrals held in Survivor Interaction Triage

• FEMA Task Monitors meet with Regional staff confirming disaster specific needs and conditions – Regional briefing.

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Task Order Launch

• Task Order Awarded to the contractor

• Contractor Briefing

• Survivor Interaction Guidelines and disaster specific addenda are distributed.

• Contractor established field presence (pre or post inspector deployment)

• Personnel deployed immediately after task order issuance

• Operational reporting begins within 72 hours of contractor briefing

• Contractor has access to data for measuring production and quality.

NEMIS – Assignment and Review software

Task Monitor – C. Eckhardt

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NEMIS

The National Emergency Management Information System (NEMIS) is a FEMA-wide system that allows FEMA and its partners to carry out emergency management missions for the United States and its Territories.

Registration Intake &

Inspection Triage Review

When an applicant applies for FEMA assistance, their information is recorded in Registration Intake. Inspection referrals from Registration Intake are then routed to Inspection Triage.

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Registration

Intake

Inspection Triage

Review

Inspection

Assignment

ACE 5

Contractor

Review

FEMA Inspection

Review

Force

Retrieval

FEMA Inspection

Supervisor Review

Contractor

QC Review

Contractor

Supervisor

Review Completed

Inspection

Assessment

Process

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❑ Inspection Assign

❑ Force Retrieval

❑ Contractor Review

❑ Contractor QC Review

❑ Contractor Supervisor Review

FEMA Inspection Review

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FEMA Supervisor Review

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ACE – The Inspection Software

Inspection Services Coordinator – M. Barta

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The ACE Process

5. WRAP UP4. RECORD

DAMAGES BY

BUILDING

APPLICANT’S

HOME

3. RECORD

LOSSES /

NEEDS

2. VERIFY HOME

INFO

1. VERIFY

APPLICANT INFO

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Overview

1. Schedule the onsite visit with the survivor, which may require multiple phone calls or text messages. Many survivors may be displaced or inconvenienced due to the event requiring diligence to make contact.

2. Visit the home at the appointed time and conduct the following:

▪ Ensure survivor understands where they currently are in the recovery process (i.e.

conducting an initial assessment of home to determine disaster damages)

▪ View all areas of the home accessible and permissible by the survivor

▪ Assess overall structural damages as a direct result of the Presidential Declaration

▪ Assess personal losses to include appliances and furnishing, as well as disaster specific needs.

▪ Ask survivor if they have any questions regarding their recovery and the process

▪ Inform survivor of next steps in the process

At no time does the inspector determine assistance eligibility, that condition is reserved for FEMA after the visit is completed.

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Conducting the Survivor Visit – Verify Applicant Information Using government provided equipment and software (ACE), confirm the applicant’s Information:

APP Name / Reg # xx-xxxxxxx

2947 Rio CT Bucking Ridge, VA 22655

2947 Rio CT Bucking Ridge, VA 22655

Damaged Phone (914) 817-4467 Current Phone (914) 817-4467 Cell Phone (914) 817-4467 Alternate Phone (227) 508-1249 E-mail Address Vatrails39@gmail.com

Miller, Dave J

Miller, Jim A

Miller, Tammy E

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Inspection Types from APP Info Tab

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Home Info Tab

APP Name / Reg # xx-xxxxxxx

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Losses/Needs Tab

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Build Home Tab

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Build Home Tab (Cont.)

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Damage Level Calculator – Flood Tab

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Damage Level Calculator – Flood Tab

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Damage Level Calculator – Wind Tab

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Damage Level Calculator – Mech./Access Tab

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Damage Level Calculator – Mech./Access Tab

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Build Home Tab – Real Property Damage Levels

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Personal Property - Appliances

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Vehicle Tab – Damage Yes w/No Comprehensive

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ACE Wrap Up Screen

Wrap Up Screen – Special Conditions

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ACE Wrap Up Screen (Cont.) – Goodbye Checklist

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Validation Tab – Validation Check completed

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Validation Tab – Compete Assessment

Personnel Security & Onboarding

Contracting Officer’s Representative – E. Dinkle / E. Lundy

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HSPD-12 Requirements

• FEMA Physical Security will be responsible for issuance of HSPD-12 compliant contractor identification badges.

• Badges can only be issued to contractor applicants who have been found Fit through a Pre-

Appointment determination or as a result of reciprocity.

• FEMA PIV Badges can be issued by other DHS Components thereby reducing the amount of travel required for issuance.

• FEMA HIS PIV Badges have a 2-year life cycle and must be continually supported by a current background investigation. (see production caveat)

• Background Investigations, regardless of the type, are subject to a 5-year cycle. All contractors will be required to submit to the reinvestigation schedule for continued authorization to perform on a FEMA contract.

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Contracted Personnel Eligibility

• Security (Background Checks Required)

• All Contractor personnel who require access to DHS or FEMA information systems, facilities, or access to sensitive information, including but not limited to Personally Identifiable Information (PII) and Disaster Survivor Information, shall be subject to a full background investigation commensurate with the level of the risk associated with the job function or work being performed.

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Staff Eligibility Criteria

• FEMA Personnel Security (PSD) will only accept screening requests and related documentation from the FEMA COR.

• Reciprocity will be applied when prior, in-scope, favorably adjudicated background investigations that meet or exceed the requirements of the work to be performed on the contract are in place.

• Any disclosure or discovery of derogatory information may delay or prevent the application of reciprocity.

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Security Documents Required

Contractor Applicants, who are required to submit to a full background investigation, will complete the following documents:

• Standard Form 85P—Questionnaire for Public Trust Positions

• Optional Form 306—Declaration for Federal Employment

• SF 87—Fingerprint Card (1 copy)

• DHS Form 11000-6—Non-Disclosure Agreement

• DHS Form 11000-9—Disclosure and Authorization Pertaining to Consumer Reports Pursuant to the Fair Credit Reporting Act

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Background Check Processes

All contractor applicants will be encouraged but not required to be fingerprinted at FEMA or DHS facilities.

• FEMA currently uses electronic capture of fingerprints known as BioSP which allows for rapid processing and results when images are not impaired.

• BioSP information is retained in the DHS/FEMA Security System which allows for resubmission when/if needed without requiring the contractor applicant to travel a second time to be fingerprinted again.

• Hard card OPM SF87 fingerprint cards and instructions for submission will be provided to any applicant who is unable to report to a FEMA office for fingerprinting

• The vetting process is carried out between the contractor applicant and the Federal Personnel

Security Division (PSD) case specialist.

• FEMA CORs will be notified when a contractor applicant is approved, denied, found ineligible, or non-compliant. This is termed a Fitness Decision.

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Annual Onboarding of Personnel

• Understanding attrition of experienced personnel and the implementation of seasonal work, contractors will utilize DHS/FEMA background prescreening measures to onboard new candidates.

• This process is now tasked for the summer months in preparation for the hurricane season.

• Contractors will identify a quantity of persons to be onboarded during the spring to meet the peak season (Option 1) production requirements requiring the return of 10,000 inspections daily.

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Just in Time Onboarding (JIT)

• When conditions exceed peak season production requirements, FEMA will partner with the contractor to onboard personnel through a central location, typically the Dallas, TX facility.

• FEMA will issue a separate task order when deeming this need to be required.

• FEMA has the current capacity to adjudicate 150 personnel per day (divided accordingly for multiple contractors).

• Contractor will follow the background prescreening measures before offering candidates to FEMA and any travel to the JIT location.

• Contractor will provide initial training to the candidates onsite and once badged, the new inspector shall be deployed to the field.

Change

Program Manager – T. Milliron

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What has Changed since the last Contract

• To provide superior customer experience and assist survivors with recovery process to include answering program questions and outlining next steps in their recovery process in an expedited manner in addition to conducting assessment of disaster damage expeditiously with informed customer service and support.

• Pandemic and implementation of two new verification methods: Damage Levels and Remote

Visits

• Federal workforce to complete nearly a 1/3 of the projected work, primarily that occurring between December and mid-August.

• Introduction of multiple production models to meet seasonal work demands.

• Peak – August through November task orders requiring 10K returned inspections per day

• Non-Peak – December through July task orders requiring 1K returned inspections per day

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What is to Change in the next Contract

• Production requirement to complete 10,000 inspections by Day 15 and continuing is now the cumulative returned work across all open events. Previously a task order specific measurement.

• Removal of the disaster average timeliness requirement for all inspections

• Errant work is no longer removed from the daily count of return of inspections, however more weight is emphasized through a separate QASP measurement.

• Photographing damages and including photos that are visible to FEMA and the contractor

• Contractor to provide customer satisfaction survey results to FEMA of applicants receiving an inspection where all data is contained within GFE (Consideration of ATO for contractors with existing FedRAMP certificate is pending Security).

Questions for Industry

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Questions to Industry

1. How can FEMA partner with industry to ensure that the shift from an inspections only interaction to a holistic customer experience results in both high quality survivor interaction about their recovery and the damage level assessment needed to drive assistance expeditiously to survivors?

2. How can FEMA ensure the interaction with the survivor and the method of verifying assessments aligns with FEMA’s intent to ensure disaster survivors are provided with necessary support and assistance that drives their recovery progress?

3. Are there concerns to the seasonal nature of the proposed work (Peak = Aug-Nov; Non-

Peak = Dec-July)?

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Questions to Industry

4. Is there a sufficient workforce available (capable of passing DHS background investigation) to complete visits meeting the proposed customer experience and production requirements within established firms?

5. What technologies in the market may improve FEMA’s ability to delivery the best survivor experience?

6. Is there a sufficient workforce and industry capability to augment existing resources to onboard hundreds of additional personnel within two weeks of task order issuance?

7. Are the proposed production requirements realistic with available resources?

Closing Remarks

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Thank you for participating.