Verification
Applicant is IDV PASS. You ask for First and Last Name, Last 4 digits of SSN, DDA, CMA, and PPN. What additional 2 questions must you ask once basic verification is completed (and also update these if they have changed)?
Current Location and Preferred Language
When looking to see if the Applicant has an approved ROI, what should the Banner read to know the ROI on the line is someone you can speak to?
The Banner must say ROI/POA: Y (yes), then you can proceed with verifying this person (use HL Guide pg. 22-23)
a. The applicant’s or co-applicant’s full name, place of birth, and date of birth;
b. At least one selection for each item under Section B; AND
c. The applicant or co-applicant’s signature, CMA, printed name, and the date signed.
d. The Authorization for the Release of Information Under the Privacy Act form/ROI expires one year from the date the applicant signs the form.
1. If it has been more than one year since the form was signed, the applicant will need to submit an updated form or a Written Consent letter.
When are you required to make a callback if the call disconnects?
If the call disconnects, you are ALWAYS required to make a callback attempt. This includes: ghost calls, App/Co-Apps, 3rd party vendors (contractors, insurance agents, mechanics, landlords, etc.)
Agent is trying to figure out how to locate notes left on the file by an Inspector. What are the 3 places these notes can be found within the file?
1. Inspection Status tab- under Inspector Comments
2. Communication tab- in Comment/Contact History
3. Events History tab
Applicant is IDV FAILED. When asking them to provide their name, what is required?
Applicant must SAY and SPELL their first and last name
Applicant has not received an inspection request due to missing all 3 calls/texts and now wants to set one up. Applicant has received a decision letter stating their inspection was withdrawn. Does this call need to be transferred to GDIT Tier 2 for further assistance?
Yes, a transfer is required to get a new inspection set up for this Applicant.
What is the correct example shown below for how to enter the Summary Line?
1. 98t status update
2. 98T STATUS UPDATE
3. 98T Status Update
2. 98T STATUS UPDATE
The Summary Line must always be written in ALL CAPS and include 98T and the topic for the call
Applicant just submitted some Rent Receipts that had been requested for their continued rental assistance. Since this Applicant has received a RRDOC letter and has sent in documents, is a transferred required for this call?
Yes, you would transfer this call to GDIT Tier 2 because they are pending for decision for RRDOC (recertification).
Applicant cannot remember their Current Mailing Address for their application. What question are you required to ask instead of CMA when they cannot provide it?
Date of Birth (DOB)
Applicant wants to Appeal for Home Repairs. Applicant wants to know what the timeline is for Appeals and what items need to be sent in. They are a homeowner.
Applicant can submit a repair estimate from a Contractor. Appeals may take 90 days (or more) to process. Applicant should include: Full Name, last 4 of SSN, Disaster Number, Reg ID, on all pages of documents submitted to FEMA (upload to DAC, fax, postal mail, in person at a DRC)
You receive a "ghost call", and you do not hear anyone on the line. How long are you required to wait on the line before disconnecting, and continue to provide your opening greeting?
Wait 2 minutes, keep providing your opening greeting, then disconnect the call. Immediately do a callback attempt and provide the appropriate script with Monitoring Disclosure.
When entering notes, looking over communication letters, and/or reviewing the file, are you allowed to mute yourself?
Applicant is IDV PASS, but under CMA it says "Case Locked". How do you verify this Applicant's CMA when the CMA is locked?
You cannot verify/ask CMA, so you must ask DOB instead to give access to this file
Caller is the Co-Applicant, but they do not have an SSN on file. How do you handle this call?
Option 1: Ask if the Applicant is available to speak to and verify information on the file. Give the Monitoring Disclosure when phone is passed back and forth each time. Get verbal permission from Applicant to speak with Co-App and continue the call.
Option 2: If Applicant is NOT available, then you are unable to speak to this Co-App and must DENY access.
Which of the following are required when entering a Contact? 1. Checkmark next to the word Contact; 2. Type; 3. Sub-Type; 4. Spoke To; 5. Summary Line; 6. Details Box
All of them!
When experiencing technical issues, what are you to do?
Report to the bridge immediately, even during a live call. Do not post in SLACK
Applicant's case shows as CMA Case Locked. The Applicant has not been sent an FRDID letter. What script from your HL Guide are you required to provide for this situation? (use pg. 11 for assistance in the HL Guide)
If the case is locked and the applicant has NOT received the FRDID letters, SAY “Your case has been placed under review due to unverifiable information or documentation in the file. There is no need to continue to contact FEMA; as someone will reach out to you for additional information, if necessary. There is no timeframe available on when someone will contact you. We appreciate your patience.”
Applicant would like someone to speak on his behalf, can you allow this to happen?
Yes, if applicant has been fully verified, and Applicant has given verbal permission to speak with this other person. Then provide the Monitoring Disclosure and your opening greeting once they are on the line.
Applicant is waiting for their payment for Personal Property. You notice they do not have an letters for approvals on file for Personal Property, but they have an approval in the Assistance tab for today's date. Can you tell them this amount was approved?
If there is no Scheduled Date, then the funds for Personal Property are still PENDING. Agents are never allowed to disclose approval amounts without a Scheduled Date on file.
When transferring and when in the bridge while getting assistance