QA SI Crew Leader Position Assist.pdf

Stage 4

Site Inspector Crew Leader Position Assist

Public Assistance Division Recovery Directorate Office of Response and Recovery Federal Emergency Management Agency

September 2017

Public Assistance Delivery Process Site Inspector Crew Leader Position Assist

Stage 4 Implementation Page 1 September 2017

Table of Contents

COMMON TERMS & ACRONYMS

Why Site Inspector Crew Leaders Matter

Overarching Facilitation and Management Focus

Coach and Mentor Staff in Effective Completion of Work

Phase I - Operational Planning

� Become Familiar with Disaster Impacts

� Participate in Initial Sit-Withs with Site Inspectors

� Participate in Site Inspector Briefing

� Participate in Daily Huddle Board Meetings with SI TFL

Phase II - Intake Damage and Eligibility Analysis

� Support the TFL’s Assignment of Staff to Site Inspection Work Order

� Site Inspectors/Site Inspector Crew Leader Prepare for Site Inspection

� During the Site inspection

� Post-Site Inspection Activities

� Conduct Regular Sit-Withs and Participate Daily Huddle Board Meetings

� Participate in weekly wrap up meetings with team

� Support the Transition of Workload as Staff Demobilize

How Performance is Evaluated and Keys to Success

Overview of Performance Expectations

Position Task Books

The Sit-With

Day in the Life of/Week in the Life of Tool (DILO/WILO)

The Daily Huddle Board

Lean Management Approach

Continuous Improvement

Frequently Asked Questions

Appendix

Stage 4 Implementation Page 2 September 2017

Stage 4 Implementation Page 3 September 2017

COMMON TERMS & ACRONYMS

ACRONYM/ABBREVIATION DESCRIPTION

CRC Consolidated Resource Center

CRC TFL Consolidated Resource Center Task Force Leader

DDD Damage Description and Dimensions

DILO/WILO Day in the Life of/Week in the Life of

DIU Document Integrity Unit

DOP Disaster Operating Profile

EC Exploratory Call

EEI Essential Elements of Information

EHP Environmental Planning and Historic Preservation

EMMIE Emergency Management Mission Integrated Environment

FEMA Federal Emergency Management Agency

JFO Joint Field Office

OFA Other Federal Agencies

PA Public Assistance

PAGS Public Assistance Group Supervisor

PCM Program Compliance Manager

PDA Preliminary Damage Assessment

PDMG Program Delivery Manager

PD TFL Program Delivery Task Force Leader

RFI Request for Information

RPA Request for Public Assistance

RSM Recovery Scoping Meeting

SIR Site Inspection Report

SI TFL Site Inspector Task Force Leader

SOW Scope of Work

SPPM Specialized Project Manager

RTM Recovery Transition Meeting

Stage 4 Implementation Page 4 September 2017

Why Site Inspector Crew Leaders Matter Site Inspector Crew Leaders are responsible for supporting the Site Inspector Task Force Leader with overseeing the site inspection process, ensuring Site Inspectors successfully complete site inspections and develop accurate Damage Description and Dimensions (DDD). Site inspections occur during Phase II, Damage Intake and Eligibility Analysis. All data collected is codified and entered into Grants Manager.

It’s critical for the SI Crew Leader to ensure that DDD are developed properly, SIs receive appropriate technical support in the field, and closely coordinate with SI TFL and SI(s) to identify coaching, mentoring, and training needs.

This Position Assist guides SI Crew Leaders through their role in supporting community-centric PA delivery through the facilitation of timely site inspections. It is incumbent upon the SI Crew Leader to be knowledgeable about the roles and responsibilities included in this Position Assist as well as the information included in the Site Inspector Position Assist. Clear and concise communications is paramount to ensure success.

Overarching Facilitation and Management Focus The SI Crew Leader provides support to the SI TFL who manages a team of Site Inspectors. Key outcomes are to support Site Inspectors in the performance of their duties - including tracking and reporting progress of site inspections, spot checking Site Inspection Reports, development of DDDs and provide coaching and mentoring.

Coach and Mentor Staff in Effective Completion of Work SI Crew Leaders support the SI TFL’s management of the site inspection process. Crew Leaders conduct regular sit-withs with Site Inspectors to discuss performance observations and provide coaching on identified areas for improvement and best practices. They will assist with and review the DILO/WILOs of assigned staff. Throughout the grant development process, the SI Crew Leader will emphasize the use of the position assist and other tools to support the grant development process.

SI Crew Leaders are responsible for ensuring Site Inspectors coordinate with Environmental and Historic Preservation (EHP) and Mitigation prior to the site inspection and for ensuring that their assigned Site Inspectors complete quality and timely site inspections and DDDs. Projects are based on the DDD, so the accuracy of the DDD is critical! Further development of the project depends on an accurate DDD that describes the damage assessed during the site inspection.

Stage 4 Implementation Page 5 September 2017

Phase I - Operational Planning

� Become Familiar with Disaster Impacts

Successful operations in Phase 1 begins with Regional leadership, Recipient, and the PAGS review of the events PDA data as well as any historical known data. They develop the Disaster Operating Profile (DOP) based on this information.

The DOP will evolve once a declaration is declared and more information is gathered throughout Phase 1. The initial organization structure to support PA recovery operations is developed from the DOP and timeline to deployed staff is created.

Upon arrival to the disaster, the SI Crew Leader reviews the DOP to get situational awareness of the disaster.

� Participate in Initial Sit-Withs with Site Inspectors PAGS assigns Site Inspectors and Site Inspector Crew Leader(s) to the SI TFL. Prior to assigning Site Inspectors to Crew Leaders, the SI TFL conducts initial sit-withs with each staff. Starting with the Crew Leaders, the SI TFL assesses the knowledge, skills and abilities (KSA) and discusses performance expectations. Then Crew Leaders will participate in the Site Inspectors sit-withs. Each Crew Leader and Site Inspector’s skills and experience details will be annotated on the initial sit-with form. The SI TFL also uses the initial sit-with to identify staff that need additional coaching and mentoring.

As the disaster progresses, the SI Crew Lead will assess resource needs, and discuss with the SI TFL.

� Participate in Site Inspector Briefing Based on the Disaster Overview Briefing, the SI TFL prepares and delivers a Site Inspector Briefing to prepare staff for site inspections. The Site Inspector Briefing describes the type of damage related to the event and potential eligibility issues that may be encountered during site inspections. It informs the site

Disaster Operating Profile

Developed by the Region from the Preliminary Damage Assessment (PDA), the Disaster Profile continues to evolve as more information is learned or gathered and includes:

• Information on the type of peril;

• State, Local, Tribe, or Territory capacity;

• Primary impacts from the event;

• Estimated disaster-related damage by Category of Work;

• Significant damages;

• Geographic considerations;

• Projected number of Applicants (including Private Non-profits);

• Projected number of Project Worksheets (PWs);

• Special considerations challenges;

• Mitigation opportunities; and

• Potential Other Federal Agency (OFA) involvement.

Stage 4 Implementation Page 6 September 2017 inspectors of PA program updates, new tools, and revisions to forms. It also includes potential safety issues and any unique circumstances they may encounter to ensure delivery of high-quality customer service.

� Participate in Daily Huddle Board Meetings with SI TFL

Phase II - Intake Damage and Eligibility Analysis The Phase II operational objective is to capture Applicant disaster-related damage and determine damage eligibility within 60 days of the Recovery Scoping Meeting. SI Crew Leader will support this objective through the coordination, management, and technical support provided to Site Inspectors to ensure accurate completion of DDDs and timely submittal to PDMGs.

� Support the TFL’s Assignment of Staff to Site Inspection Work Order If requested, the Crew Leader will support the TFL’s assessment of the Site Inspection Work Order and skill sets needed to conduct the site inspection. The SI TFL may assign a Crew Leader to the Site Inspection Work Order to mentor a Site Inspector on-site during the inspection.

** Performance Expectation: Site Inspectors/Crew Leaders accept SI Work Order assignment within 1 day.

� Site Inspectors/Site Inspector Crew Leader Prepare for Site Inspection

Crew Leaders monitor activities to prepare for the site inspection.

• Site Inspectors/Crew Leaders gather equipment to conduct the site inspection, including the appropriate Site Inspection Reports.

• One business day prior to the scheduled site inspection, the Site Inspector calls the Applicant’s representative to confirm, Date, time, meeting location of the site inspection, sites to be inspected and updates on status of repairs o If all of the sites on the Site Inspection Work Order are 100% complete, the Site Inspector will contact the PDMG. PDMG determines whether or not the Work Order needs to be cancelled.

o PDMG will contact SI TFL if the Work Order needs to be cancelled. The Work Order should not be cancelled without PDMG concurrence.

� During the Site inspection

• Site Inspector addresses any concerns or issues that may arise during the site inspection and coordinates appropriate actions with Site Inspector Crew Leader and SI TFL.

• SI Crew Leader assists with obtaining the information needed to continue supporting the inspection.

Stage 4 Implementation Page 7 September 2017

� Post-Site Inspection Activities

After conducting the site inspections, the Site Inspector has two days to input data in the Grants Manager, upload photos/sketches, and develop a FIRMette. Staff will use the DDD Review Checklist to assess the completeness and accuracy of the DDD. If issues identified during the site inspection, Site Inspector will discuss with the TFL/Crew Leader.

The TFL/Crew Leader will:

� Spot check Site Inspection Reports and DDD for accuracy and completeness.

o Ensure Site Inspectors use the DDD Review Checklist to complete the post-site inspection activities.

� Monitor site inspection tasks in Grants Manager to ensure staff meet performance expectations.

� Discuss issues identified during the site inspection o Ensure Site Inspector flags those issues in the Grants Manager and discusses with

PDMG

o TFL/Crew Leader observes at least one of these discussions with each Site Inspector � Notify the PDMG if additional time is needed to complete the post-site inspection tasks.

Site Inspectors are expected to complete post-site inspection actions (photo pages, enter Site Inspection Report data in the Grants Manager, FIRMette) within 2 days of site inspection completion. Crew Leaders discuss with SI TFL if Site Inspector needs additional time to complete the post-site inspection tasks.

� Conduct Regular Sit-Withs and Participate Daily Huddle Board Meetings

� Participate in weekly wrap up meetings with team

Crew Leaders participate in weekly meetings conducted by the SI TFL. During the meeting, staff discuss lessons learned and wrap up of the weeks activities. This ensures communication across the team.

� Support the Transition of Workload as Staff Demobilize The SI TFL monitors workload of Site Inspectors and Site Inspector Crew Leaders and assess whether staff need to be right-sized based on incoming/pending Site Inspection Work Orders. If staff who demobilize have pending tasks, the SI TFL should reassign the task to another staff member and ensure they conduct a transition meeting to discuss pending tasks.

Stage 4 Implementation Page 8 September 2017

Facilitation and Management Focus in Phase II SI Crew Leaders facilitate the timely completion of site inspections and the development of DDDs.

As Crew Leaders:

• Provide coaching and guidance to Crew leads;

• Assess skills and capabilities of Site Inspectors and ensure Site Inspectors’ skills match site inspection requirements;

• Position staff for success in their assignments by managing and tracking the distribution of work to qualified staff members;

• Facilitate resolution of issues identified by the Site Inspector or PDMG;

• Ensure timely and quality deliverables from staff;

• Understanding how Site Inspector tasks are successfully completed, actively coach and mentor staff in improvement and development areas based on their performance;

• Track site inspections from work order receipt to completion;

• Spot check SIRs, photos, and DDDs for quality and accuracy;

• Inform leadership about site inspection delays;

• Communication is critical from the top down and just as important from the Inspector up.

Stage 4 Implementation Page 9 September 2017

How Performance is Evaluated and Keys to Success Successful performance for a SI Crew Leader is measured by the timely completion of site inspections and DDDs by qualified Site Inspectors and coordination with other task force leaders when appropriate.

SI Crew Leader performance is evaluated based on the below criteria.

• Preparing Site Inspectors for inspections;

• Coordinating with Site Inspectors and PDMGs to resolve issues;

• Ensuring quality and timely deliverables from staff;

• Conducting daily huddle board meetings during which staff will report activities and issues identified;

• Ensuring Site Inspectors work aligns with operational priorities;

• Managing staff for success

• Tracking staff workloads;

• Open lines of communications;

• Reviewing staff Day in the Life Of/ Week in the Life Of (DILOs/WILO) and following up as needed;

• Ongoing development of staff;

• Accompanying each Site Inspector on at least one site inspection and one in-person meeting with the PDMG regarding the draft DDD;

• Establish forum for feedback and lessons learned weekly.

Overview of Performance Expectations

Position Task Books The Position Task Book (PTB) is a vehicle to documenting proficiency in the competencies identified to meet job requirements for both trainees and candidates. The primary components of a PTB are

Step Performance Expectation

Management Throughout

Participate in Site Inspector Briefing Participate in initial Sit - With(s) with Site Inspectors to determine range of skill sets Ensure Site Inspectors coordinate with EHP and Mitigation in advance of the inspection

Management Throughout

Oversee the site inspection process to ensure accurate information is captured on SIRs in order to develop good DDD, along with accurate sketches and photos.

Management Throughout

Use lean management tools and techniques: huddle boards, sit-with(s), and DILOs/WILOs, weekly team meetings

Stage 4 Implementation Page 10 September 2017

Behaviours/Activity, Competency, Task, and Indicators. Demonstrated performance will be observed by a Coach-Evaluator who will determine if that particular task has been mastered.

The Sit-With The sit-with consists of observing a staff member performing an activity followed by a one-on-one feedback coaching session (usually 45-60 minutes total depending on activity being observed). Part of a Crew Leader’s DILO/WILO is to “go see for yourself” how work is being completed. Sit-with(s) contribute to high standardization by capturing best practices and improving team performance. The feedback session is one-on-one coaching at the end of the sit-with. A sit-with can be more active when observing a trainee learning an activity (meaning a more hands on approach rather than silent observation).

Day in the Life of/Week in the Life of Tool (DILO/WILO) For time management purposes, all employees are required to maintain a DILO/WILO schedule. This tool serves as a standard work schedule that helps ensure daily activities align to weekly operational goals. This tool facilitates the identification and documentation of ongoing activities and accomplishments. Crew Leaders are responsible for maintaining a DILO/WILO schedule and overseeing the schedule of assigned staff. The following are examples of activities or tasks to include in a

DILO/WILO:

• Review Disaster profile.

• Huddles

• Weekly wrap up meetings with team

• Review/Assign Work Order.

• Conduct sit-withs.

• Coordinate Site Inspection with EHP and Mitigation staff.

• Review Site Inspection Report and draft DDD.

The Daily Huddle Board SI TFLs are responsible for conducting one daily huddle board with assigned Site Inspectors and Crew Leaders. Huddle boards leverage visual management and allow for the sharing of information related to activities and potential issues. These are short stand up meetings, and typically last no longer than 15 minutes. Site Inspectors should provide a short brief on what they have accomplished since the last huddle, what they are doing that day, and any process interruptions they are encountering. The SI TFL ensures daily tasks align with operational objectives.

Lean Management Approach Using lean tools such as the daily huddle board, the DILO/WILO schedule, and the Root Cause Problem Solving cards can foster an environment focused on continuous improvement. As a task force leader in PA’s lean management business model, the Crew Leader is accountable as a facilitator of process efficiency from matching work with personnel skillsets to coordinating resolution of issues and streamlining assistance.

Stage 4 Implementation Page 11 September 2017

Continuous Improvement Continuous improvement is an ongoing effort to improve products, services or processes. These efforts seek “incremental” improvement over time or “breakthrough” improvement all at once. The new PA Program delivery model utilizes Continuous Improvement through a Change Control process. Please participate in the Continuous Improvement process by identifying issues, opportunities, and feedback related to the new delivery model while performing your day to day work and submitting a Change Request at https://portalapps.fema.net/apps/ORR/NewPA/Pages/SubmitRequest-CCT-P3.aspx.

Within grants manager, once you click the down arrow by your name, a drop down box with appear then click feedback

Frequently Asked Questions Should huddle boards be conducted every day?

Yes, huddle boards serve a key management purpose in the Public Assistance delivery model. Through these short stand up meetings, PA staff and leadership maintain awareness of the status of activities, the sharing of information, and potential issues. These meetings can also shed light on inefficiencies and areas for continuous improvement. It is important to remember that huddle boards are not problem solving meetings and that additional discussion opportunities will continue to be required with staff.

What are the benefits of conducting a huddle board?

In this management model, the first 15 minutes or last 15 minutes of each day is used to share information, establish transparency and trust among team members, and validate activities and priorities. The huddle board provides an opportunity to certify the status of work from each member of a team, recognize team accomplishments, update any operational objectives, and identify areas for further problem solving.

https://portalapps.fema.net/apps/ORR/NewPA/Pages/SubmitRequest-CCT-P3.aspx

Stage 4 Implementation Page 12 September 2017

What types of activities are observed during a sit-with?

Sit-with(s) are effective with recurrent activities that represent a significant portion of processing time and work. Additionally, critical activities should be targeted for sit-with(s), to include:

• Activities that involve high complexity.

• Activities that are high risk.

• Activities associated with recurrent problems.

• Activities associated with customer interactions.

• Activities that lack a standard procedure.

Where can I learn more about the Public Assistance program and eligibility?

The Public Assistance Program and Policy Guide (PAPPG) is the comprehensive source for PA eligibility.

PA staff may access an electronic copy of the guide at https://www.fema.gov/media-library/assets/documents/111781. The PAPPG can also be downloaded onto your mobile device or computer.

https://www.fema.gov/media-library/assets/documents/111781 https://www.fema.gov/media-library/assets/documents/111781

Stage 4 Implementation Page 13 September 2017

Appendix See the online toolbox for the following resources:

• Site Inspector Tool Box

• Sit-With Guidance

• DILO/WILO Template

• Huddle Guidance