TE 03 ACE 5 User Guide August 2024 - Amendment 001.pdf

Revision Date: August 2024 1 of 42 ACE 5.19

Federal Emergency Management Agency

Virginia National Processing Services Center Winchester, VA 22603

ACE User Guide

Contents

CONTACTING THE APPLICANT

COMMUNICATION WITH APPLICANTS

OTHER FORMS OF COMMUNICATION

PRE-EXISTING STRUCTURAL / REAL PROPERTY DAMAGES

ACE INSPECTIONS TAB

ACE OUTBOX TAB

ACE ARCHIVED TAB

STANDARDS OF CONDUCT

ADDRESS, PHONE NUMBERS, AND E-MAIL ADDRESS

PHOTO ID

LANGUAGE PREFERENCE

INSPECTION TYPES

HOUSEHOLD COMPOSITION

BEDROOMS OCCUPIED

CITIZENSHIP, MINORS, AND 3rd PARTY ASSESSMENTS

APPLICANT’S RELATION TO HOME (OWNER OR RENTER)

PRIMARY RESIDENCE VERIFICATION (OCCUPANCY/RESIDENCY)

HOME OWNERSHIP VERIFICATION

PUBLIC UTILITIES OUT

INSURANCE TYPES

MEDICAL

DENTAL

FUNERAL

MOVING & STORAGE

CLOTHING

WORK & SCHOOL

ELIGIBLE PURCHASES

CAUSE OF DAMAGE (COD)

BUILD HOME

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FOUNDATION TYPE

NUMBER OF FLOORS ABOVE THE FOUNDATION

DEFAULT CAUSE OF DAMAGE

WATER LEVEL

INTERIOR ASSESSMENT OPTION

SIZE OF HOME

RECORDING PERSONAL PROPERTY DAMAGE/LOSSES

FURNISHINGS

VERIFICATION

APPLIANCES

PERSONAL PROPERTY CONSIDERATIONS

RECORDING STRUCTURAL DAMAGE/LOSSES

DAMAGE LEVEL CALCULATOR

STRUCTURAL DAMAGE CONSIDERATIONS

MECHANICAL / UTILITY / ACCESS DAMAGE

VEHICLE

FLAG FOR REVIEW

SPECIAL CONDITIONS

HABITABILITY COMPROMISED

CURRENT LOCATION

GOODBYE CHECKLIST

IMMEDIATE NEEDS

COMMENTS

SUMMARY

VALIDATION

PHOTOS WITHIN ACE

APPEAL INSPECTIONS

FEMA CORRECTION (FCOR)

Revision Date: August 2024 3 of 42 ACE 5.19

CONTACTING THE APPLICANT

Establish an appointment for the assessment with the applicant, co-applicant, or authorized 3rd party via phone call or text. Do not use email.

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 inspector.

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 text messaging.

VIDEO / DIGITAL DOCUMENT VERIFICATION

Video and digital documents may be used for verification when hard copies are unavailable. This may include photo ID, occupancy, ownership, insurance documentation, and eligible purchase receipts.

PRE-EXISTING STRUCTURAL / REAL PROPERTY DAMAGES

When a structural component is damaged by the event, any pre-existing damage/conditions affecting the function of that component shall also be considered.

Structural components (damage levels) with pre-existing conditions can be recorded if they were further damaged by the disaster due to Wind or Earthquake.

The amount of damage recorded will be the combined total of the Pre-Existing damage and Disaster Caused damage to the component. There is no limitation on how far back pre-existing damages occurred, and it does not matter what caused the pre-existing damages. If there are no damages to the applicant’s home due to current disaster and the only damage is pre-existing, none of the structural damage will be recorded.

Mechanical/access items with pre-existing conditions can be recorded if they were further damaged by the disaster from any (COD). These items do not need to have been functional pre-disaster to be addressed.

If structural / real property damages are being recorded, and it is a qualified Pre-Existing Cause of Damage, a Pre-Existing Conditions Addressed selection prompt will be displayed.

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If selecting “Yes”, an auto-comment will be displayed. Comment on the component(s) that had pre-existing damage/conditions affecting the function of that component(s). Example: “Roof, HVAC”.

If selecting “No”, this indicates the structural / real property damages being recorded did not have any pre-existing damage/conditions affecting the function of that component(s).

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 inspector may be directed to return an inspection prior to completion. To perform a Special Return, select the assessment(s) to be returned by highlighting them on the Inspections 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).

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 or cellular data 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.

The recommended best practice is communicating the pad twice in a row, at least once daily, to ensure new software patches are installed.

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

Inspectors, 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 inspected by the designated inspector.

Revision Date: August 2024 5 of 42 ACE 5.19

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 select the type of phone number from the scroll wheel. If an e-mail address is listed, confirm the email address. If the home address is not the applicant’s primary address, choose Inspection 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” inspection 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. Occupancy and/or Ownership will require reverification, even if previously verified by FEMA.

Address Copy and Paste Addresses can now be copied and pasted from the Inspections 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.

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 inspected. 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.

INSPECTION TYPES

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

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

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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, inspectors 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 inspector. 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 inspector will be in contact with them soon. Be sure to notify the field 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 public road or bridge, public road or bridge closure, or standing water. 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.

Record any LOSSES/NEEDS for Medical, Dental, or Funeral.

2. You can’t get to the home due to damages to a private road or bridge. Damage to a private road and/or bridge is not an Inaccessible inspection. Selecting this option will take you back to the Standard inspection 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 inspected after waters recede and normal means of getting to the home can be used.

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Not Primary Residence (NPR) Not Primary Residence (NPR) refers to a structure where the applicant resides less than half the year or an income producing property such as a business or rental property. Typical NPRs are vacation homes, secondary homes, rental properties, or businesses.

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.

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 APP INFO, LOSSES/NEEDS, VEHICLE, WRAP UP and VALIDATION tabs. For LOSSES/NEEDS tab, only complete Medical, Dental, and Funeral.

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.

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, 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.

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.

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

When this option is selected ACE will prompt for a Standard inspection, and Possible NPR will be automatically populated, prompting the inspector to explain the conflicting evidence. If identified at the end of the assessment, address in the WRAP UP tab, under Special Conditions, and Possible NPR will be automatically populated.

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.

Perform the assessment after changing the inspection type on the App Info tab. Intent to occupy will automatically be populated, prompting a comment on the applicant's situation. Record bedrooms occupied and “build” the rooms based on their intended use if no personal property was moved into the home prior to the incident period. If there is interior structural damage, No Appliance Damage and No Furnishings Damage cannot be recorded.

Outside Incident Period Verify when the damage occurred when questioning the applicant about their losses. Record structural / real property damage occurring within the listed incident period dates plus any qualifying pre-existing conditions to those components. Do not record damage that occurred after this date range.

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Instruction:

Select the scenario that best describes the situation.

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

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.

Comment on the date SOME damage occurred for the out of incident items. Record structural / real property damage occurring within the listed incident period dates plus any qualifying pre-existing conditions to those components. Personal Property damage which occurred outside of the incident period will be recorded as “Not Affected”.

Note: If the applicant claims that damage occurred within the incident period, but there is no evidence to support, do not use Outside Incident Period selections. Instead, comment on items as NCD (not caused by the disaster).

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 via phone call or text on each attempt. Do not use email. 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 (3rd party). 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. 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.

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, Revision Date: August 2024 9 of 42 ACE 5.19 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 and zip code are listed under Home Address in the APP INFO tab. Correct the county and select the “Undeclared Area” inspection type.

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

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

Vehicle Only A Vehicle Only inspection 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. If an applicant resides in their vehicle, refer to the homeless guidance.

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 inspections. Please reference Homeless guidance when an applicant resides in their vehicle.

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.

4. Complete WRAP UP and VALIDATION Tabs.

Note: If the assessment is downloaded without a vehicle and the applicant indicates their vehicle damage is their only concern, a vehicle must be added to enter vehicle damages. This workaround is required to add a vehicle:

To add a vehicle a “Yes” response is needed for “Were all household vehicles made undrivable due to the disaster?” and a “No” response is needed for “Are any household vehicles covered by comprehensive insurance?”

This will open the add/edit option and allow you to add a vehicle.

Once the vehicle of concern is added, the Vehicle Damage questions can be asked and answered correctly per the applicant’s responses.

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.

Revision Date: August 2024 10 of 42 ACE 5.19

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.

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. 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.

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.

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.

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. Once this option is selected, a question box will display.

Apply for Assistance – Does the resident want to apply for assistance? Yes or No Select “No” when it is stated there was no application made by the individual you contacted, and the individual does not want to apply for assistance. Do not change any applicant information. This can be provided in person by the resident (due to an inspector making phone contact with the fraudulent individual who scheduled an assessment), or over the phone/text by the individual whose name was registered (the victim of the identity theft). It is not required to view the

Revision Date: August 2024 11 of 42 ACE 5.19 resident’s identification. This is not to be used in circumstances where there is doubt of primary residency. An auto-comment will generate stating:

“Withdraw=resident did not apply and does not want to apply for assistance”.

Select “Yes” when it is stated there was no application made by the individual you contacted, and the individual does want to apply for assistance. Do not change any applicant information. This can be provided in person by the resident (due to an inspector making phone contact with the fraudulent individual who scheduled an assessment), or over the phone/text by the individual whose name was registered (the victim of the identity theft). It is not required to view the resident’s identification. This is not to be used in circumstances where there is doubt of primary residency. Explain the circumstances and record the resident’s phone number in the auto-comment, do not change any phone number(s) on the APP INFO tab.

Remote Assessment Remote assessments may only be performed when authorized by FEMA. Select Remote “Yes” only when the assessment is not performed onsite. Do not select Remote “Yes” for inaccessible assessments.

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 under Withdrawn scenario #1.

Review and confirm whether the applicants and household members have preferred names and correct as necessary. This field does not take precedence over government issued photo identification and cannot be used to verify an applicant’s identity.

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.

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

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.

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

Name Change - Hyphenated Names and Suffixes 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). If the applicant applied as “John Smith”, and their driver’s license / government-issued photo identification displays “John Smith Jr.”, and the birthdate is the same, add the correct suffix to

Revision Date: August 2024 12 of 42 ACE 5.19 their name. Occupancy and/or Ownership will require reverification, even if previously verified by FEMA.

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 or authorized 3rd party is available, return as Withdrawn scenario #2 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.

Do not include the deceased individual in the Household Composition count.

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

Do not record personal property solely owned by the deceased individual

Incarcerated Applicants Return the assessment as Withdrawn scenario #2 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 to the Registrant (Applicant) Boarder - An occupant/roommate with a commercial relationship with the owner or head of household.

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.

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. Do not use for roommates and boarders.

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

Deceased Individual - An occupant 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, and joint-custody children Do not include boarders (renters / roommates), live-in landlords, or deceased individuals. The Household composition count needs to be reconfirmed on all subsequent assessments, including CCORs and FCORs.

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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, landlord, or a deceased individual. This number will not necessarily match the number of bedrooms built but will not exceed the household composition number.

When a household member sleeps in a non-designated bedroom such as a living room, do not include that room in the count of bedrooms occupied. Comment on this living condition.

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 not listed as the registrant, or the unlawfully present parent/guardian is not listed as the co-applicant, 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 using option 2, 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 (OWNER OR RENTER)

Confirm the applicant to be either an owner or renter, 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 inspected 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.

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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.

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, remodeling, pending sale closing, or rental lease at the time of the disaster. If the applicant lived elsewhere, complete the assessment as normal, and record residency as “Not Verified" and comment.

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.

Occupancy will require reverification, even if previously verified by FEMA, when there is a minor name change or home address change.

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

Driver’s License (ACE Selection) - Must reflect the applicant’s or co-applicant’s name, the home address (at the time of the disaster), issued/dated prior to the incident start date, and current (not expired) at the time of the disaster.

Driver’s license or state-issued ID card.

Employer Statement (ACE Selection) - Must reflect the applicant’s or co-applicant’s name, the home address (at the time of the disaster) and dated within the period of assistance or one year prior to the beginning of the disaster incident period.

Paystub, W-2, etc.

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Written employer statement.

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

o Verifying individual or organization’s name and telephone number

Landlord (ACE Selection): Document verification - Landlord/Property Mgmt.(e.g., Leasing office, Mobile Home Park, Harbor Master) -

Must reflect the applicant’s or co-applicant’s name, the home address (at the time of the disaster), the landlord’s contact information, be current/effective during the disaster incident period, dated within the period of assistance or within one year prior to the beginning of the disaster incident period, include the duration of the lease confirming that the applicant lived there at the time of the disaster, and signatures from both the applicant or co-applicant and the landlord.

Lease, housing agreement, or letter from landlord.

Rent receipts (Copy of a rent receipt or bank statement with image of the rent payment).

Mobile Home Park Documents.

Public Official - Must reflect the applicant’s or co-applicant’s name, the home address/nearest street address (at the time of the disaster), the public official’s (e.g., law enforcement, mayor, postmaster, state, local, tribal, territorial official) name and contact information, dated within the period of assistance or within one year prior to the beginning of the disaster incident period, confirming that the applicant lived there at the time of the disaster.

Public Official’s Documents from a Police Chief, Mayor, Postmaster, or state/local/tribal/territorial government official.

Landlord (ACE Selection): Verbal verification - acceptable only when the applicant doesn’t have supporting documents. In these cases, attempt to obtain verbal verification from either the landlord/property mgmt. (leasing individual/parent of child/entity), the utility company, a public official, homeless shelter manager, or harbor master. Record in Comments the name and phone number when verbally verified. Comment on unsuccessful attempts to verify residency.

Landlord or utility company.

Public official or homeless shelter manager.

Harbor Master if the home is a boat.

Merchant’s Statement (ACE Selection) - Must reflect the applicant’s or co-applicant’s name and the home address (at the time of the disaster).

Non-utility bills and invoices such as bank or credit card, phone, cable/satellite, medical provider, etc.

o Must be dated within one year prior to the incident period or show service dates within the incident period.

Motor Vehicle Registration.

o Copy of a motor vehicle registration which shows that the vehicle was registered to the applicant or co-applicant at the home address (at the time of the disaster).

o The motor vehicle registration must be issued within one year prior to the beginning of the disaster incident period or within the period of assistance.

Revision Date: August 2024 16 of 42 ACE 5.19

Social Service Organization Documents.

o Must be dated within one year prior to the incident period or within the period of assistance.

o For letters dated within the period of assistance, it must clearly state applicant or co- applicant lived at address at the time of the disaster and include the verifying individual or organization’s name and telephone number.

Local School Documents.

o Must be dated within one year prior to the incident period or within the period of assistance.

o For letters dated within the period of assistance, it must clearly state the child resided with the applicant or co- applicant at address at the time of the disaster and include the verifying individual or organization’s name and telephone number.

Federal or State Benefit Documents.

o Must be dated within one year prior to the incident period or within the period of assistance.

o For letters dated within the period of assistance, it must clearly state applicant or co- applicant lived at address at the time of the disaster and include the verifying individual or organization’s name and telephone number.

Utility Bill (ACE Selection) - Must reflect the applicant’s or co-applicant’s name, the home address (at the time of the disaster) and dated within one year prior to the incident period or show service dates within the incident period.

Electric, gas, oil, trash, water/sewer bills.

Voter’s Registration (ACE Selection) – Must reflect the applicant’s or co-applicant’s name, the home address (at the time of the disaster), issued/dated prior to the incident start date, and current/not expired at the time of the disaster.

Voter’s Registration Card.

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.

Revision Date: August 2024 17 of 42 ACE 5.19

Ownership will require reverification, even if previously verified by FEMA, when a name or home address has been changed.

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

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

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.

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

Tax Bill (ACE Selection) - Select Tax Bill as the method of verification when a tax bill is viewed or verified through official tax office websites. Document must be current and/or effective during the disaster incident period, reflect the applicant’s or co-applicant’s name, and reflect the home address.

Property tax receipts or property tax bill.

Tax office website, comment with a website URL.

Mortgage Payment Book (ACE Selection) - Select after confirming the applicant or co-applicant’s name and home address on the statement or loan documents. Mortgage statements or escrow documents must be dated within one year prior to the beginning of the disaster incident period. When verifying ownership with the Mortgage Payment Book ACE Selection, record a structural insurance type under insurance even if the applicant claims they do not have insurance.

Mortgage companies require an insurance policy on the home.

Title Number (ACE Selection) - Titles are common and customary when verifying ownership of mobile homes and issued from State Motor Vehicle departments. Document must be current and/or effective during the disaster incident period, reflect the applicant’s or co-applicant’s name, and reflect the home address.

Official’s Record (ACE Selection) - Must be current/effective during the disaster incident period, reflect the applicant’s or co- applicant’s name, and reflect the home address.

Original deed or deed of trust to the property.

Quitclaim Deed.

Bill of Sale or Bond for Title.

Public Official’s Letter or other written statement from state, local, tribal, or territorial government official.

o Clearly states applicant or co- applicant owned the damaged dwelling at the time of the disaster.

o Include the official’s name and telephone number.

o Public official’s document must be dated within the period of assistance.

Revision Date: August 2024 18 of 42 ACE 5.19

Structural Insurance (ACE Selection) - Documents must be dated within one year prior to the beginning of the disaster incident period, reflect the applicant’s or co- applicant’s name, and reflect the home address.

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

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 / campsites.

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).

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.

Homeowner’s Insurance with rider – Add all additional insurance types and riders indicated by the applicant. A rider is defined as a provision of an insurance policy that is included or purchased separately from the basic policy and that provides additional benefits at additional cost to the insured.

o Select homeowners with sewer back up rider when the policy contains sewer backup (SBU) coverage, or a separate rider, which would cover damage resulting from SBU.

o Select homeowners with sewer back up rider when the policy contains a sump pump, or a separate rider, which would cover damage resulting from SBU.

When the residence is a mobile home and Homeowner’s Insurance is listed, add Mobile Home Insurance.

Revision Date: August 2024 19 of 42 ACE 5.19

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 damaged items that are owned by or are the financial responsibility of the applicant and are required for employment / self-employment or continued school enrollment.

Work and school items must be located at the applicant’s primary residence: such as in the home, car, and/or outbuilding.

Work: tools (occupational), computers, and uniforms (incudes specialized protective clothing) are eligible if required for employment or self-employment.

School: books/supplies, computers, and uniforms are eligible if required for school enrollment.

Revision Date: August 2024 20 of 42 ACE 5.19

Uniforms (incudes specialized protective clothing) Are only to be recorded if they are destroyed, physically gone (example, blown away), or contaminated by chemicals, sewer backup, etc., as a result of the disaster. Do not record more than one per household member with this need.

Computer (laptop or desktop, not a tablet) Only to be recorded if severely damaged as a result of the disaster.

If a work/school computer is the only computer in the household, record the computer under personal property appliance.

Once a personal computer has been addressed under APPLIANCE:

o Address damaged work/school computer(s) under Work & School, not to exceed one per household member.

o Address additional personal computer(s) and/or ADA computer(s) under appliances.

Books/Supplies (school) Are only to be recorded when severely damaged as a result of the disaster and are required to maintain school enrollment. Do not record more than one per household member with this need. One refers to a full set of books. Books include textbooks and reference material. Supplies include notebooks, pens, paper, and miscellaneous school supplies.

Tools (occupational) Are only to be recorded when severely damaged as a result of the disaster and are required to maintain employment or self-employment. Do not record more than one per household member with this need. One refers to a full set of tools.

ELIGIBLE PURCHASES

Consider eligible purchases made by the applicant in response to the disaster. With the exception of a generator, items must be purchased or rented within 30 days after the incident period start date. Review the disaster assessment guidelines for the incident start date.

Instruction: Select the eligible purchase and if a valid receipt (printed or digital) is available. If there is a receipt available, adjust the quantity and then select the Calendar icon to set the date of the item’s purchase. Select “Submit”.