TE 05 Remote Housing Assessment Job Aid.pdf

Remote Housing Assessment Job Aid

February 2022

I. APPLICANT QUESTIONNAIRE / INTERVIEW

II. PROCEDURE AND ACE FUNCTIONALITY

III. Q & A

Assumption:

Remote assessment will be assigned to experienced assessors who are familiar with the intuitive screen-by-screen flow of the ACE assessment software as well as the procedures and guidelines that govern the assessment process. Assessors make phone or video contact with the applicant and follow the standard protocol they use on field assessments. They begin by verbally confirming the applicant’s name and contact information and proceeding to follow the prompts in the ACE software for things like household members, number of bedrooms occupied, utility outages, and unmet needs. The assessor follows a guided script, asking the applicant questions about the type of home they live in, the foundation, and the degree of damage the home sustained from the disaster. The assessor asks any off-script clarifying questions as they deem necessary from their experience and from the information the applicant provides and arrives at an overall classification of the degree of damage to the structure of the home. Once the assessor has determined the level of structural damage to real property, the ACE prompts for personal property room furnishings and appliances are addressed using the context of the real property damage as the evidence or lack of evidence.

Assessor Damage Level Procedure:

Record the SINGLE greatest damage level for each reported COD. Dwelling’s containing a basement where flooding rose to the first floor inundating the basement, record both a basement damage level and a dwelling damage level. Dwellings with exterior well, septic system, road/bridges, or landslide damages will include the appropriate line item for these damages. Use the damage classifications below to confirm the appropriate Renter RP damage level.

Suggested text introduction to be used if applicant doesn’t answer:

“This is ___, a contracted assessor (or assessor for FEMA employees) with FEMA. I’m contacting you regarding your application for FEMA assistance. Please call me anytime between X AM and X PM at [XXX-XXX-XXXX] so we can discuss your damage.”

OPENING

1 Hello, my name is ________________ and I am a contracted assessor (or assessor for FEMA employees) with FEMA, my assessor number is _________________and I am trying to reach (applicant name). I’m calling regarding the application for assistance you submitted to FEMA.

Due to the current conditions surrounding COVID-19 and to ensure public safety, we will need to perform your assessment by phone / video (optional by applicant), and we will be discussing disaster caused damages to your dwelling, personal property, and other needs.

2 This may take 15 to 30 minutes to complete.

Do you have time for this call now?

Yes Go to 3

No When you are available, please contact me @ __ between the hours of __ and __ to continue this interview, I will hold the assessments for the next 7 days.

3 Before I continue, I must tell you this call may be monitored for quality assurance purposes. The Privacy Act of 1974 protects your rights as to how FEMA uses and shares your information. The Stafford Act and other authorities allow FEMA to collect this information to determine eligibility and administer financial assistance as a result of an Emergency or Presidentially declared disaster. The information I collect may be shared with Federal, State and Local service providers to help find additional assistance for your household’s disaster recovery needs. In addition to the information we will collect from you during your assessment, we may use Government provided post-event visual imagery to validate your claim.

Additionally, a FEMA quality control assessor may contact you to discuss your damage and may view the exterior of your home. You are not required to complete this assessment. However, if you do not complete your assessment, you may not be eligible for assistance with your home repairs. The information that you give must be true and correct. Intentionally making false statements or concealing any information to obtain disaster aid is a violation of federal and state laws.

Do you understand this statement?

Yes Go to 4

No Withdraw the assessment.

4 Because of the Privacy Act, I need to ask you a question in order to verify that I am speaking to the right person. Can you please provide me with the last four digits of your 9-digit FEMA assistance application number … also known as the registration number?

Yes Go to 5

No Have the applicant call FEMA’s Helpline at 1- 800-621-3362 (FEMA) to obtain their Registration ID, and once obtained, call or text you for the interview to be conducted

5 Thank you for confirming and to validate that I am representing FEMA and authorized to conduct this interview, I will provide you with the first four digits of your 9-digit registration number (provide the first 4 digits of their Registration number).

See instructions below, prior to proceeding to the Remote Assessment Beginning Script

HOME TYPE AND CAUSES OF DAMAGE

1 Is the home in which you have requested assistance your primary residence, that is, one in which you live in for 6 months or more during the year? (if necessary, re-verify the dwelling address)

Yes Go to 2

No Record the appropriate NPR response.

2 Is your home currently inaccessible due to road or bridge closures or standing water over the road?

Yes Return as Inaccessible following the ACE prompts

No Go to 3

3 Have you been back to your home since the event? Yes Go to 4

No If they have not been back to their home and are unsure of damages to their residence, ask the applicant if they plan to return to their home within the next 7 days. If Yes, provide your contact information and hold the assessment for up to 7 days. If No, Withdrawn the assessment and advise the applicant to call FEMA when they return, or to pursue the 3rd Party authorization.

4 Was your home damaged as a result of [List Eligible Damage Types] that began on [Date] and ended on [Date]? (Disaster specific dates and COD to be applied) Note, renters will be assessed at the time of the interview, owners at the time of the incident.

Yes Confirm the causes of damage and Go to 5

No Return the assessment using the “Out of Incident Period” option

5 Which of the following best describes your home: a house-single/duplex, townhouse, condominium, apartment, mobile home, travel trailer, assisted living facility, dormitory, correctional facility, military housing, boat, or another residence not listed?

Assisted Living Facilities Dormitories Correctional Facilities Military Housing

Follow existing guidance when assessed as renters, relocation answer will be “No” with minimal PP losses evaluated.

Boat Proceed to Wind Step #2

Record the residence type as “Other” when they state their residence type is not listed.

For apps in non-traditional homes with damage and no structural components, use the Forced to Relocate special condition. If the home had one or more structural component, record SF/Duplex Dmg Level 1.

All other residences, Follow the COD Assessment Scripts

FLOOD ASSESSMENT

1 Does your home have a basement? Yes Do any household members sleep in the basement on a nightly basis, and no unoccupied bedrooms were available on a higher floor?

Yes Finished basement damage level will be considered when there is flood in this area – Go to 2

No Unfinished basement level will be considered when there is flood in this area – Go to 2

No Go to 2

2 Did the interior of your home receive flood waters?

Yes Go to 3

No Where did the flooding occur? If exterior, confirm location and high water mark - Go to 5 or 6

3 Please describe on which floor flood waters rose inside your home.

Record the floor – Go to 4

4 How high did the flood water rise inside your home on this floor?

(Note: When flooding has filled the basement affecting the next floor record the basement damage level of 4 (finished or unfinished) and the next floor’s high water level. Flood waters that reach the 2nd or 3rd floor requires further questioning about lower floors to have been filled.

The maximum flood damage level for a basement is 4.

Assessors will confirm overall habitability, especially questioning applicants with dwellings whose flood waters were less than 3” on a slab or CS)

Less than 3” (Ankle Deep) Yes, Record Flood Damage Level 1 or Renter Moderate Damage – Go to 6

3” to 2 (ankle to knee) Yes, Record Flood Damage Level 2 or Renter Moderate Damage – Go to 6

2’-1” to 4’ (knee to waist) Yes, Record Flood Damage Level 3 or Renter Moderate Damage - Go to 6

4’-1” to 6’ (waist to head) Yes, Record Flood Damage Level 4 or Renter Major Damage - Go to 6

Greater than 6’ (over Your Head)

Yes, Record Flood Damage Level 5 or Renter Major Damage.- Go to 6

No homes will be recorded as Destroyed during the remote interview -Go to 5

5 If no flood water entered the home and the applicant indicates the dwelling to have a crawlspace, ask:

Was the ductwork, floor insulation/bottom board insulation, or subfloor inundated by flooding water in the crawlspace?

Yes Record Flood Damage Level 1 or Renter Moderate Damage – Go to 6. (note, the high water level will be recorded as 1” on the first floor).

No No damage level to be recorded – Go to 6

6 Proceed to record all causes of damage reported or to the Service Call and PP Assessment questions.

WIND/RAIN ASSESSMENT

1 Wind/Rain Damage Level 4 Questions:

Is your home’s roof missing more than quarter of its plywood or sheathing exposing the attic or the inside of your home to the elements?

Yes Wind Damage Level 4 or Renter-Major Damage, Or;

No Ask the next question

Have more than a quarter of your home’s exterior walls been removed to the point they are no longer supporting the next upper floor or roof?

Yes Record Wind Damage Level 4 or Renter-Major Damage.

No Ask the next question

Wind/Rain Damage Level 3 Questions:

Is more than half of your home’s roof missing shingles or its covering? Yes Record Wind Damage Level 3 or Renter-Moderate Damage, Or;

No Ask the next question

Are more than half of your windows missing glass? Yes Record Wind Damage Level 3 or Renter-Moderate Damage, Or;

No Ask the next question

Yes Record Wind Damage Level 3 or Renter-Moderate Damage.

Is there damage from wind or rain to more than half of your home’s ceiling requiring replacement?

No Ask the next question

Wind/Rain Damage Level 2 Questions:

Is more than a quarter but less than half of your home’s roof missing shingles or its covering?

Yes Record Wind Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Are more than a quarter but less than half of your home’s windows missing glass?

Yes Record Wind Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Has more than half of your home’s siding been removed or damaged? Yes Record Wind Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Is there damage from wind or rain to more than a quarter but less than half of the home’s ceiling requiring replacement?

Yes Record Wind Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Were more than half of the kitchen cabinets damaged by wind or rain? Yes Record Wind Damage Level 2 or Renter-Moderate Damage.

Wind/Rain Damage Level 1 Questions:

Ask additional questions confirming if there was an impact to habitability, considering residence and foundation type. If confirmed, record a Damage Level 1.

Is your home’s roof missing at least 10% or more of its shingles or roof covering, or did the loss of roof covering result in damages to interior of the home that impact your ability to live there?”

Yes Record Wind Damage Level 1, or Renter Moderate Damages, Or;

No Ask the next question

Are two or more windows missing glass? Yes Record Wind Damage Level 1 or Renter Moderate Damage, Or;

No Ask the next question

Has more than a quarter but less than half of your home’s siding been removed or damaged?

Yes Record Wind Damage Level 1, or Renter Moderate Damage, Or;

No Ask the next question

Did a tree or trees fall on your home damaging the dwelling? Yes Record Wind Damage Level 1 or Renter-Moderate Damage, Or;

No Ask the next question

Is there damage to more than one room but less than a quarter of the home’s ceilings requiring replacement?

Yes Record Wind Damage Level 1 or Renter-Moderate Damage, Or;

No Ask the next question

Were a quarter but less than half of your home’s kitchen cabinets damaged by wind or rain?

Yes record Wind Damage Level 1 or Renter-Moderate Damage.

No Go to 3

2 Boats

For Occupied Boats:

Is the boat/vessel currently afloat?

Yes Did the vessel sustain damage to more than a quarter of the hull requiring replacement (replacement, not just repainting)?

Yes Record Boat Repair or Renter Major Damage line item - Go to

No Record Boat Service Call or Renter Moderate only if hull damage is between 10 and 25%; otherwise do not record anything for RP - Go to3

No Record the Boat Sunk or Renter Major Damage line item - Go to 3

No homes will be recorded as Destroyed during the remote interview process and therefore, do not record the Boat Replace or Residence Rebuild line item.

3 Proceed to record all causes of damage reported or to the PP Assessment questions.

EARTHQUAKE ASSESSMENT

1 Damage Level 4 questions:

Looking at your home’s exterior walls, is the home leaning more than 4”? Yes Record EQ Damage Level 4 or Renter Major Damage, Or;

No Ask the next question

Is more than half of your home’s roof frame damaged exposing the attic or the inside of your home to the elements?

Yes Record EQ Damage Level 4 or Renter-Major Damage

No Ask the next question

Damage Level 3 questions:

Has more than a quarter of the home moved off of its foundation? Yes Record EQ Damage Level 3 or Renter-Major Damage, Or;

Has the home’s foundation or concrete floor incurred cracks that exceed ¾” in width or the width of your thumb?

Yes Record EQ Damage Level 3 or Renter Major Damage, Or;

No Ask the next question

Is more than a half of your home’s roof covering damaged as a result of the earthquake?

Yes Record EQ Damage Level 3 or Renter Major Damage, Or;

No Ask the next question

Damage Level 2 questions:

Are there cracks in exterior walls exceeding a ½” in width or the width of your smallest finger?

Yes Record EQ Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Is more than a quarter of your home’s roof covering damaged? Yes Record EQ Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Has the home’s floor become out of level to the extent the majority of doors no longer close?

Yes Record EQ Damage Level 2 or Renter-Moderate Damage, Or;

No Ask the next question

Are there cracks to more than half of the interior walls? Yes Record EQ Damage Level 2 or Renter-Moderate Damage, Or;

Damage Level 1 questions: Ask additional questions confirming if there was an impact to habitability, considering residence and foundation type. If confirmed, record a Damage Level 1.

Does your home have a brick or masonry fireplace, or chimney that may have become damaged due to the earthquake?

Yes Record EQ Damage Level 1 or Renter-Moderate Damage, Or;

No Ask the next question

Was the water heater damaged? Yes Record EQ Damage Level 1 or Renter-Moderate Damage, Or;

No Go to 2

2 Proceed to record all causes of damage reported or to the Service Call and PP Assessment questions.

FIRE ASSESSMENT

1 Please describe the damages to your home as a result of the fire

Only the foundation remains

Record Fire Damage Level 2 or Renter Major Damage; further confirmation of damages will be assessed external to the applicant interview, such as use of geospatial imagery - Go to 2

Soot and ash inside the structure

Record Fire Damage Level 1 or Renter Moderate Damage - Go to 2

2 Proceed to record all causes of damage reported or to the Service Call and PP Assessment questions.

Service Call and PP (exclude condominium dwellers from this line of questioning)

1 Is there any disaster caused damage to an interior or exterior heating or cooling element, such as a furnace, condenser or heat pump, leaving it broken or non-functioning?

If yes, confirm the COD and record the HVAC Service Call or Renter Moderate line item. External A/C or heat pump appliances that were flooded and have not been confirmed to be inoperable will not be recorded as damaged. Ask about Well/Septic

Did your home’s well or septic system receive damage and is now unusable?

If yes, confirm the COD and record the Well Service Call and/or Septic Service System Call Line Item;

Renters should be recorded with the Moderate Damage Line Item - Ask about single-family road or driveway damages.

Were there damages to your home’s driveway or privately owned road requiring repairs or debris removal to make it passable? (Single-family road)

Yes Is this privately-owned road the only road available to access your home?

Yes Confirm the COD and record the SF Service Call or Renter Moderate Damage Line Item – Ask about multi-family road damages

No Ask about multi-family road damages

No Ask about multi-family road damages.

Were there damages to a road owned jointly by you and other members of your community requiring repairs to make it passable? (Multi-family road)

Yes Is this road the only road available to access your home?

Yes Confirm the COD and record the MF Service Call or Renter Moderate Damage Line Item – Ask about landslide damages.

No Ask about landslide damages.

No Ask about landslide damages.

Is your home in an immediate threat of a landslide or mudslide?

If yes, confirm the COD and record Retaining Wall Service Call or Renter-Moderate Damage line item to initiate the relocation question. Ask about Accessibility Ramp to the home

Does your home have an accessibility ramp for a household member to enter the dwelling and was it damaged by the disaster

If Yes, confirm the COD and record the ADA Ramp Repair Line Item or the Renter Moderate Damage Line Item - Go to 2

2 Confirm Personal Property losses using available ACE selections.

Remote Assessment Closing

1 I will upload this information to FEMA today and you should hear back from FEMA within the next 10 days. You may be contracted by the Small Business Administration (SBA). If you do, FEMA encourages you to complete the application process even if you don’t want a loan. You may be randomly selected for a follow up quality control assessment or a customer service survey.

2 Do you have any other questions I can answer for you before I go? [Answer Questions] If you think of any other questions, please feel free to call the FEMA Helpline at 1-800-621-3362 (FEMA). Thank you for your time.

Procedure and ACE Functionality:

• Use the Interview Question MS Excel file to determine the real property level of damage to the home. Only answer those with an orange background.

When done with questions, either roll back all answers until the form is blank, or close it without saving and open again for use with next applicant.

• Check the comments section before contacting the applicant. If FEMA has confirmed the home is destroyed you will see a comment “GIS_DEST”. To be absolutely sure, verify with the applicant that their home was destroyed. If so, record the appropriate destroyed line items for an owner (residence rebuild, travel trailer replace, or mobile home replace) or select “Destroyed” for a renter in the Habitability Compromised screen. Then proceed with the assessment as normal for addressing personal property.

• Conduct the remote assessment with the Registrant, Co-Registrant, or authorized third party.

• Use the 9 digit FEMA registration number to confirm the applicant’s identity. Ask the applicant to give you the last four digits to confirm their ID, and provide them with the first four digits to confirm you are a legitimate assessor.

• Do not request or accept to receive any electronic documents, photos, or videos from the applicant. Exception for video conferencing when conducting the interview, but do not retain any images.

• When the applicant acknowledges their understanding, begin the assessment process following the screens in ACE. Confirm primary residence, the date the damage occurred, addresses and contact information, household composition, bedrooms occupied, insurance coverage, unmet needs, clothing, work and school items, and all other information as you normally would.

• Select No for Photo ID Viewed.

• For the majority of CONUS located dwellings, FEMA will have verified occupancy and, when applicable, ownership prior to the assessment being issued.

When not confirmed by FEMA, assessors are required to attempt to confirm Occupancy/Primary Residency or Home Ownership using any feasible methods within assessment guidance, such as calling a landlord to verify occupancy for a renter or a URL for a tax website for ownership.

• Intent to occupy: Do not attempt to prove intent to occupy. Record occupancy as “Not Verified” and comment about the impending relocation.

o Comment: “Offsite Assessment - Intent to occupy”

• Homeless: Change the applicant to a renter. The Habitability Compromised selection will be No, and limited personal property will be recorded.

• Do not record eligible (miscellaneous) purchased items purchased or rented in response to the disaster. If they say they purchased an item, advise them to call the FEMA helpline for more information and keep their receipt as they will need to submit it in the future.

• Address personal property as you normally would, using what you have determined about the damage to the home as the evidence to validate (or not validate) all personal property.

• For vehicles, if the applicant answers Yes to the first question and No to the second question indicating they have a transportation need, address the year, make and model of all vehicles. Address the level of damage for all vehicles as “not available”. Address vehicle registration and liability insurance based on the applicant’s verbal statements, and address the liability insurance policy viewed as No. If the vehicle is “Not Available” add a comment “Offsite Assessment = Vehicle not available”

• Use 100 for the size of the home.

• Non-traditional housing: Select “Other” for residence type and a descriptive comment. For example: “Offsite Assessment – Tent on bare earth”

• A habitable home is safe, sanitary and functional. Habitability will be based on the home’s condition immediately following the event for Owners; and at the time of the phone interview for Renters. FEMA has determined that it is reasonable to expect applicants or their landlords to make some repairs of a minor nature without federal assistance. If the assessor determines, after further questioning the applicant of the dwelling’s condition that the disaster caused damages are minimal enough for it to be reasonable to expect them or the landlord to make repairs, DO NOT RECORD A DAMAGE LEVEL or SERVICE CALLS, and select “No” for Habitability Compromised.

• Record Real Property line items for owners in the exterior room.

• Flooded Crawlspace: When flooding exists in a crawlspace, ask the applicant if flood waters reached the dwelling’s floor insulation, bottom board insulation, ductwork or subflooring. If Yes, record the Damage Level of 1 for the residence type recording a high water location on the first floor of 1”.

o Do not record a damage level merely if the crawlspace received water or when claiming soft floors (releveling)…

• HWM in Garage and not in dwelling: When flooding type waters enter the garage and not on the first occupied floor, DO NOT record a flood damage level for the first floor unless floor insulation/ductwork is damaged per the Crawlspace guidance. If there is damage to a furnace in the garage, record the HVAC Service Call.

• Habitability Special Conditions:

o Forced Relocation: When the applicant indicates they were forced to relocate due to the disaster, attempt to verify this condition with the LL or building manager providing their name and contact information. When unable to verify, retain the FTR situation recording the habitability determination of “Yes”. If the LL is evicting the applicant to occupy the home, add the landlord’s name and phone number in a comment.

o Immediate Threat or Tagged Home: Address the habitability determination as “Yes”. Habitability determination is also “Yes” when the home has been tagged by the local building department as unsafe to occupy due to the disaster.

• Address habitability compromised as Yes if you have determined that the real property damage is:

o Forced to relocate / tagged o Owners - any of the LEVEL line items, any of the service calls, mold remediation or any of the destroyed line items.

o Renters – Major, Moderate, or Destroyed

• If HRR= No: Add a comment describing the situation. For example:

o Offsite Assessment – App Reported No Damage o Offsite Assessment – Personal Property Items o Address CSA for minimal disaster damage reported by the app under eligible purchases in the Losses/Needs tab of ACE.

• Address current location based on the applicant’s statement as normal.

• Comment Field:

• If the applicant is unable/unwilling to provide responses to questions that are critical to completion of the assessment, the assessor will specifically note in comments.

• Provide a few brief/short comments describing the damage and the location. Like “app states roof damage to back of house” or “app states tree branch fell on roof damaging shingles”

• American Sign Language Interpreter Services: Assessors will conduct interviews requiring the use of sign language interpretive services through the

Video Relay Services (VRS).

• The following steps will be utilized by assessors to communicate the interview with the applicant through VRS once obtaining the assessment:

1. Assessor calls survivor (number listed in NEMIS), someone other than survivor picks up and indicates that survivor wishes to use their VRS equipment.

2. Assessor obtains number for VRS equipment from the person who picked up

3. Assessor then calls the FRS @ 877-709-5801

4. Assessor provides VRS phone number for the FRS rep to call & connect

5. Engages in the interaction