Helpline Basics
If an inbound Helpline or outbound call is disconnected...
Call back MUST be made.
Applicant is requesting to appeal, but has not submitted appeal letter?
**She stated she has no insurance for home repairs.**
You have until [provide date: 60 days from the date of the decision letter or 1 year from registration date for insurance cases] to fax or mail a written, signed request letter appealing this decision, including a list of damages and any unmet needs that you believe were not covered by a previous decision.
“Supporting documents may include, but are not limited to, the following:
Landlord’s statements
Merchandise or provider receipts
Service or repair receipts/statements. Each must include an estimate breakdown, contact information, measurements, etc.
School/employer statement (for loss of essential tools)”
Helpline NPSC Caller Services Reference Guide, Section I.18.a
Applicant’s name and other personal information is correct per the applicant. Per NEMIS IDV status reflects a Failed IDV. Agent must say...?
“Please submit written documents to FEMA to confirm your name, social security number, and date of birth so that we may correct the information recorded in your file. Acceptable documentation includes any of the following.
Helpline NPSC Caller Services Reference Guide, Section 5.1d
Any applicant who wishes to have his/her information shared with a third party MUST
Provide Written Consent.
What is the letter applicant receives when he/she missed inspection appointment?
The No Contact letter
When placing the Caller on Mute and on Hold, agent must tell the caller?
Staff MUST tell the caller that it may take some time to get back with them and confirm the caller has the time to wait.
Helpline NPSC Caller Services Reference Guide, Section A.7
Applicant unable to write appeal letter (disabled, illiterate, non-English speaking, etc.), and does know of anyone who can assist her with this issue
In addition to providing the "standard" appeal procedures, staff must also...?
1. E-MAIL your supervisor with a brief summary of the need and the following details:
Applicant's name, Registration number, Disaster number, Current contact information.
SAY, “I will forward a request to ask that someone in our field office contact you as soon as possible to assist you with the letter.
Helpline NPSC Caller Services Reference Guide, Section I.18.1a
Applicant made 4 attempts to create DAC account, agent must say?
1.“FEMA was not able to verify the responses to the identity proofing questions asked during the registration process. Unfortunately, FEMA cannot allow the creation of a remote access account because we want to protect your personally identifiable information.”
Helpline NPSC Caller Services Reference Guide, Section 5.1a
Applicant is requesting a copy of denial letter for home repair assistance. The original available in DAC-AI more 21 days agents must say...?
SAY, “I can regenerate this letter for you. It should be delivered by the US Postal Service within 10 to 14 days. Please note that the letter will include the same date as the prior letter and your appeal period is not extended in any way with this letter regeneration.”
Helpline NPSC Caller Services Reference Guide, Section B.1.3.1d
Roads and Bridges review, the agent must create a workpacket to the?
FEMA Supervisor Review queue; subqueue Road and Bridge.
Answering a Referral Return Transfer Call, staff should?
1. ANSWER any general questions
2. USE the Disaster Referral Information on the Disaster Specific Information page to provide more information about referrals.
3. If the caller asks specific questions about their case, SAY “Please allow 24 hours for the registration to replicate in our system. After 24 hours, you may review your status online at www.disasterassistance.gov or call FEMA Disaster Assistance to review your file”.
Helpline NPSC Caller Services Reference Guide, Section A.9
Case is current in the Dup Investigation queue. the agent is only allowed to say...?
1. SAY: You are linked with (only give name of individual) because you both used the same (supply reason for duplication found on the Special tab).
DO NOT give any information about the linked applicant to the caller other than the name.
ASK the applicant clarifying questions to help resolve the duplicate issue.
ADD a Contact
Documents in the file satisfies the IDV requirement, agents must say...?
Say," We have received the information needed to prove your identity. I will update your file and forward it for further processing.”
2. Make any necessary corrections
3. Set the Identity Verification Requirements to Verified.
4. Add a Contact
True or False: Written Consent is needed to complete a Helpline function when the caller is providing registration information on behalf of applicants.
False
Written Consent is NOT needed to complete a Helpline function when the caller is providing registration information on behalf of applicants.
SAY, “Because you have missed two previous inspections or voluntarily withdrew your request for assistance more than once, you must submit your request for reinstatement in writing..."
If staff are not able to ADD a Comment/Contact in NEMIS PowerBuilder (e.g. NEMIS system is down):
Attempt to enter the Comment/Contact using Web Applicant Inquiry (Web NEMIS). If both sites are not working, take note of the information and re-enter once able to do so. If necessary, coordinate time to complete this function with the appropriate Supervisor/POC.
Helpline NPSC Caller Services Reference Guide, Section A.16
Applicant submits appeal letter 80 days after the standard 60-day timeframe has expired? Staff must say...?
SAY, “You may still appeal this decision if you provide us with either a written or verbal explanation as to the reason you were unable to submit your appeal request within the standard 60-day timeframe.”
Helpline NPSC Caller Services Reference Guide, Section I.18.7
During the online registration the applicant accidently misspelled her name. Agent must attempt to..?
CORRECT the spelling of the applicant’s name.
Helpline NPSC Caller Services Reference Guide, Section C.5.1c
Applicant request a copy of inspection report, and asks if it can be emailed to her email address? Agents must state...?
Say: “Please submit a written request for a copy of your file”. "To help protect your privacy you must submit”
A written request with your full name (first and last),
Your FEMA application and disaster number,
Your date and place of birth,
Your damaged property address and current address, if different, AND
Your request must be signed and must:
Be notarized, OR
Include the following statement: "I hereby declare under penalty of perjury that the foregoing is true and correct.”
File is currently issued for inspection, and the applicant is requesting to withdraw from the program?
Say, "your file is currently issued for an inspection to verify your damages. When the inspector contacts you, please advise him/her of your request to withdraw from the program.”
Helpline NPSC Caller Services Reference Guide, Section D.3.
Applicant is registered in a declared disaster and is reporting damages from a second undeclared incident in the same state. The DATE of LOSS is outside the incident period, staff must say?
Your additional damages are outside the incident period for the disaster in which you are registered. The new damages will not be covered under that disaster. Please monitor your news, state, territorial, tribal, or County Emergency Management websites and FEMA.gov website to see if this new incident that caused your damages is declared or the incident period for your current disaster is extended.”
Helpline NPSC Caller Services Reference Guide, Section A.12
Applicant returns a call due to an auto dialer, staff must...?
1. “On October 5, 2018, President Trump signed the Disaster Recovery Reform Act of 2018 (DRRA) into law. This law expands the amount of assistance available to eligible applicants in disasters from August 1, 2017 forward. FEMA is reviewing the cases of applicants from those disasters to see if they may be eligible for additional financial assistance. If you are found eligible for additional assistance, you will receive a letter explaining your eligibility”.
2. REVIEW the CMA option and EFT information and update the fields as needed.
3. Create a Contact
Helpline NPSC Caller Services Reference Guide, Section 21.1a
Applicant's documents on file for IDV do not satisfy the IDV requirement...?
Say “Unfortunately, the document(s) you submitted do not satisfy FEMA’s requirement for proof of Identity. Correcting the information in your file requires additional documentation. Our program requires written documentation to confirm your name, Social Security number, and date of birth. Acceptable documentation includes..."
FEMA may accept a Power of Attorney (POA), Guardianship, or Conservatorship documentation from an applicant’s assigned third party if it meets the state, territorial, tribal, or local law requirements where the applicant resides.
The submitted information must be coordinated further for program review and...
The submitted information must be coordinated further for program review and OCC (Office of Chief Counsel) review and validation prior to sharing information or access to the applicant’s file with the third party;
The Program Management Section (PMS) will coordinate with OCC for review and validation.
Inspection was issued more than 8 days ago. The agent must...?
Confirm the applicant's contact information.
FEMA Supervisor Review queue; subqueue Road and Bridge;