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Work Packet

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Created on January 11, 2023

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Work Packet

Complete Guide on How and When you will create it!

!! IMPORTANT!!

This presentation is intended to be used as reference material, and is not a substitute for the HL Guide. The information shared in this presentation will help you identify and determine when is the right time to create a Workpacket. Remember to follow the correct procedures when helping an applicant and make sure the verification process is completed before sharing information or making changes to the profile. After you review this presentation please use the Acknowledgement Link provided on the last page. ( This is Mandatory)

General Workpacket Flow through NEMIS

Think of a “workpacket” like a work order. The workpacket moves through the NEMIS system where various automated and manual decisions process actions and decisions for the registration. The Workpacket Flow presentation a simple look at the movement of workpacket. Although the NEMIS system is much more complex than the presentation represents, it can provide you with some general information about the purpose of workpackets and how they move through the NEMIS system.

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Helpline Workpacket Guidelines

Before creating a WP: Check the Current Queues frame and the Events History screen to make sure another WP has not already been created to address the caller’s request. Create a WP if a decision or action needs to be made regarding an applicant's case and there is not a WP available to perform the action. Click on the numbers below to read more information of how to proceed with a WP:

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How to create a Work Packet

Click on the icon to review the information for the WP procedure. To get to this page use the icon that will be on the pages of the presentation.

2. Wrong DD Inspected, correcting DDA 4. Corrected misspelling now IDV Pass 6. Reinstatement – Withdrawn or Missed Inspection 8. Incomplete /Exterior only InspectionsIncomplete 10. Additional Damages within the Incident Period 12. Request to Withdraw(No WP if out for inspection) 14. ONA Referral Wants to Add Trasportation or PP 16. Add a Referral for Childcare 18. Request for Initial Rental Assistance 20. Adding a Cause of Damage not covered by Insurance 22. Home Replacement

1. Recording Information from Non-Applicants 3. Data Change: Social Security Number 5. Unaddressed IDV Pass - docs on file 7. Inaccessible is now accessible 9. Initial Inspection Request, Occupancy or Identity Not Verified 11. Road & Bridge:No contact in 2 weeks or more after inspection 13. Adding Individuals and Households Program (IHP) Referrals 15. Add a Referral for Medical, Dental o Moving and Storage 17. Add a Referral for Funeral Assistance 19. Non-receipt / Delay of EFT 21. Changing Owner / Renter or Primary Residence Status 23. Request for Home Replacement

When to create a Work Packet

The Helpline Reference Guide provides details about when to create a workpacket:

Recording Information from Non-Applicants

HL Guide: Section A.4, Page: 23-24

Recording Information from Non-Applicants (Contractors, Insurance Agents, Mechanics, etc.)

A. If someone returns a call to Helpline and identifies them as a contractor, insurance agent, or mechanic that knows the name of the person who has registered, staff will open the file (searching by name or address) and do the following: Check the Events log for a recent contact to that person; 1. Verify the contractor name, business and phone number; 2. Add a new Contact; 3. Answer the questions left by the caseworker; AND4. If additional information is supplied that would be helpful to process the case, please ADD that to the Contact as well. B. If there are no questions in the file and there is not enough information in the file to logically enter a contact with helpful information, please record the following information in a Contact: 1. Contractor’s name; 2. Cell phone (or best contact number); AND 3. The best time to reach contractor. C. Once the Contact is completed, VERIFY that a WP exists in FEMA Appeal or FEMA Supervisor Appeal. If there is no WP, please create a WP in FEMA Appeal. D. Because of the privacy act, do not release any information about the applicant to anyone who has not completed the PII verification process. This section is strictly for recording requested information in an applicant’s file.

Wrong DD Inspected, correcting DDA

HL Guide: Section A.12, 1.1b,1.1c,1.1d Page: 31-34

Link

1.1b Changing the DDA

Scenario: Applicant has NOT received an INONV – Occupancy NOT Verified decision; and NO inspection has been requested:1. Say, “I will correct your address in the file now.” Request the address, including the spelling of the street name. Phonetically verify the street name with the applicant, and repeat the house number,zip code, city, and state to confirm accuracy of the entry.2. Update the address on the Registrant Info screen; If an UPDATE DAMAGED ADDRESS – FLOOD ZONE popup appears stating the following: Changing the damaged address may have caused a change of Flood Zone. The Latitude and or Longitude of the address has changed. If you want to delete the current flood zone mapping, select Yes and a Workpacket will be created in Automated Flood Plain Mapping to have the Flood Zone Re-Mapped. Select No to leave the current Flood Zone unchanged. Select Yes and click Save. 3. Review the Registration Status screen for OCCV_PASS. If the verification has failed, Review submitted correspondence for acceptable documents. If No documents have been submitted or the submitted documents are insufficient to prove occupancy, advise the applicant to submit acceptable documents for proof of occupancy. Refer to the Occupancy Verification SOP for additional information.4. Create a WP to FEMA Manual Determination, if a WP does not already exist5. Add a Contact.

1.1c Changing the DDA (For all disasters up to and including DR-4606LA)

Scenario: Applicant has NOT received an INONV – Occupancy NOT Verified decision; and NO inspection has been requested:1. Say, “I will correct your address in the file now.” Request the address, including the spelling of the street name. Phonetically VERIFY the street name with the applicant, and repeat the house number, zip code, city, and state to confirm accuracy of the entry2. Update the address on the Registrant Info screen; If an UPDATE DAMAGED ADDRESS – FLOOD ZONE popup appears stating the following: Changing the damaged address may have caused a change of Flood Zone. The Latitude and or Longitude of the address has changed. If you want to delete the current flood zone mapping, select Yes and a Workpacket will be created in Automated Flood Plain Mapping to have the Flood Zone Re-Mapped. Select No to leave the current Flood Zone unchanged. Select Yes and click Save. 3. Review the Registration Status screen for OCCV_PASS. If the verification has failed, Review submitted correspondence for acceptable documents. Advise the applicant to submit a written, signed appeal letter along with acceptable documentation to prove occupancy and/or identity. Access the Occupancy Verification SOP and/or Identity Verification SOP on the PPM to provide further guidance to the applicant regarding acceptable documents.4. If the address change resulted in an OCCV_FAILED and/or IDV_FAILED on the Registration Status screen, create a WP, ADD a Comment, and route to FEMA Manual Determination, if a WP does not already exist5. Add a Contact.

1.1d Changing the DDA (For DR-4607MI and forward)

Scenario: Applicant has NOT received an INONV – Occupancy NOT Verified decision; and NO inspection has been requested:1. Say, “I will correct your address in the file now.” Request the address, including the spelling of the street name. Phonetically VERIFY the street name with the applicant, and repeat the house number, zip code, city, and state to confirm accuracy of the entry2. Update the address on the Registrant Info screen; If an UPDATE DAMAGED ADDRESS – FLOOD ZONE popup appears stating the following: Changing the damaged address may have caused a change of Flood Zone. The Latitude and or Longitude of the address has changed. If you want to delete the current flood zone mapping, select Yes and a Workpacket will be created in Automated Flood Plain Mapping to have the Flood Zone Re-Mapped. Select No to leave the current Flood Zone unchanged. Select Yes and click Save. 3. Review the Registration Status screen for OCCV_PASS. If the verification has failed, Review submitted correspondence for acceptable documents. If no documents have been submitted or the submitted documents are insufficient to prove occupancy, ADVISE the applicant to submit acceptable documents for proof of occupancy. Refer to the Occupancy Verification SOP for additional information. 4. Create a WP to FEMA Manual Determination, if a WP does not already exist.5. Add a Contact.

1.1g Changing the DDA

Scenario: Applicant has NOT received an INONV – Occupancy NOT Verified decision / Date in Inspection Date, From Field and/or Completed Date / Case has a complete inspection with a WVO, IMI, or INCI status / The inspector DID NOT enter a “Possible NPR” or similar Comment 1. Say, “I will correct your address in the file now.” Request the address, including the spelling of the street name. Phonetically VERIFY the street name with the applicant, and repeat the house number, zip code, city, and state to confirm accuracy of the entry2. Update the address on the Registrant Info screen; If an UPDATE DAMAGED ADDRESS – FLOOD ZONE popup appears stating the following: Changing the damaged address may have caused a change of Flood Zone. The Latitude and or Longitude of the address has changed. If you want to delete the current flood zone mapping, select Yes and a Workpacket will be created in Automated Flood Plain Mapping to have the Flood Zone Re-Mapped. Select No to leave the current Flood Zone unchanged. Select Yes and click Save. 3. Review the Registration Status screen for OCCV_PASS. If the verification has failed, Review submitted correspondence for acceptable documents. If no documents have been submitted or the submitted documents are insufficient to prove occupancy, advise the applicant to submit acceptable documents for proof of occupancy. Refer to the Occupancy Verification SOP for additional information. 4. Create a WP to FEMA Manual Determination, if a WP does not already exist.5. Add a Contact.

Data Change: Social Security Number

HL Guide: Section A.12, 1.5d Page: 45

1.5d Changing the SSN

Scenario: Applicant has received an IIDV – Identity Verification Failed decision / Appeal letter and supporting documents are on file.1. Review the Overview screen to determine if a WP exists in the FEMA Appeal queue. If a WP does not exist, create a WP and route to FEMA Appeal. 2. Say, ”FEMA has received your documents. They will be reviewed as soon as possible, and you will be notified of the decision”3. Add a Contact.

Corrected misspelling now IDV Pass

HL Guide: Section A.12, 5.1d Page: 99-100

IDV_FAILED

Scenario: IDV – Identity Verification Failed decision previously made; and Appeal letter and identity documents on file: 1. Review the Overview screen to determine if a WP exists in the FEMA Appeal queue; If a WP does not exist, create a WP to FEMA Appeal.2. Say, "FEMA has received your documents. They will be reviewed as soon as possible and you will be notified of the decision"3. Add a Contact:A: Summary: FACILITY# (NPSC#) IDV_FAILEDB: Call Type: HA Program Request;C: Sub-type: HA Status Change RequestD: Details: Applicant is IDV_FAILED and has submitted an appeal letter with supporting documents to prove identity. Advised applicant their case to submit an appeal letter with supporting documents to prove their identity (INCLUDE any other changes made to file).

Unaddressed IDV Pass - docs on file

HL Guide: Section A.12, 5.1d Page: 99-100

IDV_FAILED

Reinstatement – Withdrawn or Missed Inspection

HL Guide: Section D.1, 7.2b Page: 104-105

Request for reinstatement / inspection

Scenario: One unsuccessful Inspection Attempt (IA, IMI, INCI, WVO, or WVOA).Requests to be reinstated / inspected, Inspection returned once, Inspection not currently issued.1. Say, “I will request another inspection for you. The applicant, co-applicant or an authorized third party must be present when the inspection is performed. If you are requesting a third party inspection, you must submit athird party written consent to identify an authorized third party or household member, over the age of 18, to meet with the inspector on your behalf. It is also very important that we have a current phone number where you may be contacted”. If the applicant states they need an authorized third party for the inspection, GO to the Written Consent Guidelines and provide the details for submitting a Written Consent.2. Confirm the contact information, including phone numbers and addresses, and correct these entries as needed on the Registrant Info screen.3. Say, “If you are NOT contacted by the inspector within 7 days, please call back to check the status of your file.”4. Create a WP, add a Comment, and route to FEMA Manual Determination, if a WP does not already exist.5. Add a contact.

Inaccessible is now accessible

HL Guide: Section D.1, 7.2b Page: 104-105

Inspection request at home that was previously inaccessible

Incomplete /Exterior only Inspections

HL Guide: Section D.1, 7.4c-7.4d Page: 109-110

Inspection request at home that was previously incomplete inspection

Scenario: Banner = HA/ONA:CLOSED, Home Inaccessible = No on Inspection Status screen, WP NOT previously created for this issue. 1. Confirm the applicant’s contact information, including phone numbers and addresses, and correct these entries as needed on the Registrant Info screen. Please note that although the Job Completion Status in the Inspection Summary screen is Complete, the inspector will have entered a Comment(s) indicating that the inspection was Incomplete. It is not necessary for the applicant to write an appeal when the Initial inspection returned as Incomplete.2. Say, “I will issue your file for a re-inspection of your home. If you are NOT contacted by the inspector within 7 days, please call back to check on the status of your file. The applicant, co-applicant or an authorized third party must be present when the inspection is performed. If you are requesting a third party inspection, you must submit a third party written consent to identify an authorized third party or household member, over the age of 18, to meet with the inspector on your behalf.” If the applicant states they need an authorized third party for the inspection, Go to the Written Consent Guidelines and provide the details for submitting a Written Consent.3. Create a WP, add a Comment, and route to FEMA Manual Determination, if a WP does not already exist.4. Add a Contact

Inspection request at home that was previously exterior only

Scenario: Banner = HA/ONA:CLOSED, Home Inaccessible = No on Inspection Status screen, Home Unsafe Box=Yes, WP NOT previously created for this issue. Inspector Comments= Confirm reason for “exterior only” is resolved. (Ex. Inspector noted Basement w/ 8’ water = confirm water has dispersed so Inspector can access basement.) 1. Confirm the applicant’s contact information, including phone numbers and addresses, and correct these entries as needed on the Registrant Info screen. NOTE: It is NOT necessary for the applicant to write an appeal when the damaged dwelling was previously returned from the Initial inspection as “Inaccessible”.2. Say, “I will issue your file for a re-inspection of your home. If you are NOT contacted by the inspector within 7 days, please call back to check on the status of your file. The applicant, co-applicant or an authorized third party must be present when the inspection is performed. If you are requesting a third party inspection, you must submit a third party written consent to identify an authorized third party or household member, over the age of 18, to meet with the inspector on your behalf.” If the applicant states they need an authorized third party for the inspection, Go to the Written Consent Guidelines and provide the details for submitting a Written Consent.3. Create a WP, add a Comment, and route to FEMA Manual Determination, if a WP does not already exist.4. Add a Contact

Initial Inspection Request, Occupancy or Identity Not Verified

HL Guide: Section D.1, 7.8a-7.8b Page: 109-110

Request for Initial inspection

Scenario: Occupancy, identity, and/or ownership NOT verified.1. Say, “FEMA has been unable to verify your [identity / occupancy / ownership], but you may still be issued an inspection. The applicant, co-applicant or an authorized third party must be present when the inspection is performed. If you are requesting a third party inspection, you must submit a third party written consent to identify an authorized third party or household member, over the age of 18, to meet with the inspector on your behalf. Please have occupancy, ownership and/or identity documents available to provide to the inspector.Refer to the Occupancy Verification, Ownership Verification, and/or Identity Verification SOPs for a list of acceptable documents and ensure you cover the full list of potential documents to assist the applicant with their occupancy, identity, or ownership issue.If the applicant states they need an authorized third party for the inspection, go to the Written Consent Guidelines and provide the details for submitting a Written Consent. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.2. Confirm the applicant’s contact information, including phone numbers and addresses, and correctthese entries as needed on the Registrant Info screen;3.Add a Contact4. Create a WP, add a Comment, and route to FEMA Manual Determination, if a WP does not already exist.

Additional Damages within the Incident Period

HL Guide: Section D.1, 7.8c-7.8d Page: 115-116

Request for second inspection

Scenario: Additional damages occurred after initial inspection1. Say, “Please describe your new damages. On what date did they occur? I will request another inspection of your home. If you are not contacted within 7 days, please call back to check on the status of your file.”2. Confirm the applicant’s contact information, including phone numbers and addresses, insurance information and correct these entries as needed on the Registrant Info screen.3.Create a WP, add a Comment, and route to FEMA Manual Determination, if a WP does notalready exist.4. Add a Contact5. Access case in FEMA Manual Determination (or other queue) and complete casework to issue for second inspection.*NOTE: Homeowners insurance does not cover flood damages. Applicants who have flood and only HOI are not insured for that peril (flood).

Road & Bridge:No contact in 2 weeks or more after inspection

HL Guide: Section D.2, 8.1b Page: 119

Applicants identified with Multi-Family Road and Bridge Repair

Scenario: It has been more than 14 days since the first home inspection on the road. There are comments about others on the same road and/or bridge. No WP has been created.1. Say, “Please give me a moment to review your file.” Review the case thoroughly before making a response. If you identify some members of the group who delayed completing an application, the 14-day time frame could be tight. If you review the Comments and see that inspection requests have been made for additional members of the group OR if our processors have requested an FCOR due to inconsistencies with the inspection, the creation of a WP would be unnecessary. Those cases would be returning from inspection services with, perhaps, vital information regarding award amounts. It would be better in these cases to perform a thorough review of the applicant’s file, including caseworker Comments and a review of inspection/FCOR requests and advise the caller that the case will be processed as soon as the results are in. 2. If there is no existing WP for a returned inspection listing MF line items say: “One of our staff members processing Road & Bridge cases will contact you personally. Their goal is to contact everyone affected by the roads or bridge damage within fourteen days from the time of the first inspection, so I am confident you will hear from someone soon. I can leave a comment for the Roads and Bridges staff. What is the best time for you to take a call?”3. Answer any general questions from the applicant.4. Create a WP, add a Comment, and route to FEMA Supervisor Review – Road and Bridge, if a WP does not already exist.5. Add a Contact.

Request to Withdraw (No WP if out for inspection)

HL Guide: Section D.3, 9.1 Page: 122

Requests to withdraw from the program

Scenario: It has been more than 14 days since the first home inspection on the road. There are comments about others on the same road and/or bridge. No WP has been created.1. If the file is currently issued for inspection, SAY, “Your file is currently issued for an inspection to verify your damages. When the inspector contacts you, please advise them of your request to withdraw from the program.”2. If not issued for inspection or if the inspection has been completed say, “I will update your file per your request.”3. Create a WP, and route to FEMA Manual Determination4.ADD a Contact:

Adding Individuals and Households Program (IHP) Referrals

HL Guide: Section E.1, 10.1a, 10.1c, 10.4a, 10.4b, 10.5, 10.7a, 10.8c, Page: 124-140

10.1a a Adding Home or PP damages to NONREF application.

Scenario: Banner = HA/OTHER: NONREF / OCCV_PASS and IDV_PASS1. Review the Registrant Info screen for Primary residence. If Yes, GO to step 2. If No, question whether the secondary residence is rental property. Say, “I am entering your request into the computer to be processed. FEMA will contact you by mail or email to inform you about your disaster assistance eligibility status. If you are NOT contacted within 14 days, please call back to check on the status of your case.”2. Complete any blank fields on the Registrant Info screen3. Review the Registration Status screen for OCCV_PASS, IDV_PASS, and OWNV_PASS (if applicable). If either verification is failed, review submitted correspondence for acceptable documents.4.If no documents have been submitted or the submitted documents are insufficient to prove occupancy, identity, and/or ownership (if applicable), advise the applicant to submit a written, signed appeal letter along with acceptable documentation to appeal the decision. Access the Occupancy Verification SOP, Identity Verification SOP, and/or Ownership Verification SOP on the PPM to provide further guidance to the applicant regarding acceptable documents.5. UPDATE the Insurance Substantiation/Settlement frame on the Assistance screen, if necessary. On the Registrant Info screen, click the Home Dmg and PP Dmg links on the Losses, Damages and Needs frame and change from Unknown or No to Yes, if applicable.6. ADD a Contact.7. Create a WP, ADD a Comment, and route to FEMA Manual Determination, if a WP does not already exist

10.1c Adding Home or PP damages to NONREF application.

Scenario: Banner = HA/OTHER: NONREF / Insured for the incident type / WP NOT previously created1. Say, “Before FEMA can offer assistance, all other forms of aid such as insurance must have been exhausted. Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or it will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. On the Registrant Info screen, click the Home Dmg and PP Dmg links on the Losses, Damages and Needs frame and change from Unknown or No to Yes, if applicable.4. Add insurance information (Type, Company Name, and Policy number only) to Insurance Substantiation/Settlement frame of the Assistance screen.5. Add a Contact.6. Create a WP, ADD a Comment, and route to FEMA Manual Determination, if a WP does not already exist

10.4a a Adding a HA/ONA referral to an SBA Business Only Application

Scenario: Banner = HA/OTHER: NONREF / OCCV_PASS and IDV_PASS / Not insured for the incident type1. Ask the applicant if the home is the Primary residence. If Yes, go to step 2. If No, question whether the secondary residence is rental property and explain FEMA requirements for primary residence. Say, “I will add this request for assistance to your file.”2. On the Registrant Info screen, click the Home Dmg and PP Dmg links on the Losses, Damages and Needs frame and change from Unknown or No to Yes, if applicable. On the Residence frame, change Non-Applicable to Primary Residence. On the Registrant Info screen, add all household occupants in the Occupants frame. NOTE: Only request the coapplicant’s SSN. Do not request the SSN of any other occupant of the household.3. Change DDA and phone numbers if needed. Change income to household income. Determine if home is accessible and note accordingly. Ensure that all types of insurance are listed on the Insurance Substantiation/Settlement frame. Review the Registration Status screen for OCCV_PASS, IDV_PASS, and OWNV_PASS (if applicable). If either verification is failed, review submitted correspondence for acceptable documents. If NO documents have been submitted OR the submitted documents are insufficient to prove occupancy, identity, and/or ownership (if applicable), Advise the applicant to submit a written, signed appeal letter along with acceptable documentation to appeal the decision. Access the Occupancy Verification SOP, Identity Verification SOP, and/or Ownership Verification SOP on the PPM to provide further guidance to the applicant regarding acceptable documents.4.Update the SBA status to HAPP on the SBA frame of the Assistance screen if prompted or if SBA Home status is blank. (SEE 10.1a for procedure). If the SBA status is HAPP, transfer the call (Cold Transfer) to SBA, after Saying, “I am going to transfer you to the SBA. They have information to relay to you about their program. In case we are disconnected, the SBA phone number is (800) 659-2955.” When you make the transfer relay your name and PIN # to the applicant before you sign off.5. UPDATE the Insurance Substantiation/Settlement frame on the Assistance screen, if necessary. On the Registrant Info screen, click the Home Dmg and PP Dmg links on the Losses, Damages and Needs frame and change from Unknown or No to Yes, if applicable.6.Create a WP, ROUTE to FEMA Manual Determination (SEE Creating a New WP). If casework trained, PROCESS in FEMA Manual Determination. FOLLOW the steps in the Inspection Requests and Comparison SOP to request an initial inspection.7. Add a Comment.

10.4b a Adding a HA/ONA referral to an SBA Business Only Application

Scenario: Banner = HA/OTHER: NONREF / Insured for the incident type / Registration Period is open1. Say, “Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or your claim will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for disaster assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. On the Registrant Info screen, Click the Home Dmg and PP Dmg links on the Losses, Damages and Needs frame and change from Unknown or No to Yes, if applicable. Update as much information as possible on the Registrant Info screen (occupants, income, addresses, etc.). NOTE: Only request the co-applicant’s SSN. Do not request the SSN of any other occupant of the household.4.Update the Insurance Substantiation/Settlement frame (Type, Company Name, and Policy number only).5. Create a WP, route to FEMA Manual Determination. (SEE Creating a New WP).6.ADD a Contact

10.5 Adding Americans with Disabilities Act (ADA) related items that are needed as a result of a disastercaused injury or illness

Scenario: Banner = O/R: Own (HL Guide Page 132)1. Say, “I will add the expenses you mentioned to your file.” If the applicant is insured for the type of damages listed, SAY, “Federal regulations prevent us from duplicating other assistance you may have received from your insurance provider. Please file a claim with your insurance company, i.e. Long-Term care insurance, Medicaid, or any other source. If you have already filed a claim and it was insufficient to cover all your essential needs, submit your insurance settlement or denial letter for review. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and ADVISE the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Manual Determination (SEE Creating a New WP).4. Add a Contact.

10.7a a Adding an ONA referral for transportation and/or personal property

Scenario: Banner = SBA: FIT, DECS, DECFa, or DECFdL / WP NOT previously created 1. Say, “I will add the expenses you mentioned to your file.” If the applicant is insured for the type of damages listed, say: “Federal regulations prevent us from duplicating other assistance you may have received from your insurance provider. Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or your claim will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for disaster assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Manual Determination.4. Add a Contact.

10.8c Adding an ONA referral for Moving and Storage Assistance

Scenario: WP NOT previously created1. Say: “I will add the expenses you mentioned to your file.” If the applicant is insured for the type of damages listed, say: “Federal regulations prevent us from duplicating other assistance you may have received from your insurance provider. Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or it will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for disaster assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Manual Determination (SEE Creating a New WP)4. Add a Contact.

ONA Referral Wants to Add Trasportation or PP

HL Guide: Section E.1, Page: 124-140

10.6a a Adding an ONA referral for Transportation and/or PP (ONA Joint Administrative Option)

Scenario: Banner = SBA: FIT, DECS, DECFa, or DECFdL (HL Guide Page132-133)1. Say, “The state is responsible for this type of assistance. You can contact the state at this number for further assistance with this need.” Provide the state’s ONA Helpline number found on the Disaster Info screen [blue disaster number link in the Banner].2. Create a WP, route to the State Manual Determination queue. 3. Add a Contact.

10.7a a Adding an ONA referral for Transportation and/or PP

Scenario: Banner = SBA: FIT, DECS, DECFa, or DECFdL / WP NOT previously created1. Say, “I will add the expenses you mentioned to your file.” If the applicant is insured for the type of damages listed, say, “Federal regulations prevent us from duplicating other assistance you may have received from your insurance provider. Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or your claim will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for disaster assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Manual Determination 4. Add a Contact.

Add a Referral for Medical, Dental o Moving and Storage

HL Guide: Section E.1, Section 10.8a Page: 137

10.8a a Adding an ONA referral for Medical Assistance or Dental Assistance

Scenario: WP NOT previously created1. Say, “I will add the expenses you mentioned to your file.” If the applicant is insured for the type of damages listed, say, “Federal regulations prevent us from duplicating other assistance you may have received from your insurance provider. Please file a claim with your insurance company. If you have already filed a claim and it was insufficient to cover all your essential needs and/or your claim will be delayed, you may mail or fax a copy of your insurance determination to FEMA within 12 months of the date you registered for disaster assistance. Please include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.”2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Manual Determination. 4. Add a Contact.

Add a Referral for Childcare

HL Guide: Section E.1, Section 10.8a.ii Page: 138

10.8a.ii Adding an ONA referral for Child Care Assistance

Scenario: WP NOT previously created1. Say: “I will add your request for disaster-caused Child Care assistance to your file. A follow-up letter will be mailed to you which includes all of the required information you will need to submit to be considered for this assistance. Please mail or fax your documents to FEMA within 21 days from the date on the letter to the address or fax number I will give you in a moment. Include the disaster number, registration number, last four digits of your social security number, and your name on all pages of any correspondence you send.” 2. Provide the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. If the applicant asks to discuss the information to be submitted, refer to the Required Documentation for Child Care section of the Child Care Assistance SOP and advise the applicant of the information required for review.4. Create a WP, route to FEMA Manual Determination.5. Add a Contact.

Add a Referral for Funeral Assistance

HL Guide: Section E.1, Section 10.8b Page: 139

10.8b Adding an ONA referral for Funeral Assistance

Scenario: WP NOT previously created1. SAY, “I would like to offer our condolences for your loss. At this time, I will document your request in the file and a FEMA representative will be in contact with you.”2. PROVIDE the mailing address and fax number to the applicant and advise the applicant they have the option to upload documents to their DAC account online.3. Create a WP, route to FEMA Funeral.4. Add a Contact.

Request for Initial Rental Assistance

HL Guide: Section F.3, Section 13.1a, 13.1c Page: 158-160

13.1a Request for initial rental assistance

Scenario: Has Moved/Willing to Move = No on the Inspection Status screen / No signed letter in the file to state reason for moving / Habitability Repairs Required = YES on the Inspection Status screen / It is 60 days or less from the date of the INRdetermination letter1. Say, “Please give me a moment to review your file.” 2.Before a payment is made from an INR decision, verify that, Habitability Repairs Required (HRR = yes), An insurance review was completed to ensure that the applicant does not have an insurance policy that covers Additional Living Expenses (ALE). An insurance declaration page showing a lack of ALE/LOU coverage is sufficient verification. If the applicant does have a policy that covers ALE/LOU, an insurance settlement or denial is required to be in the file before the applicant will be considered for rental assistance. If it is 60 days or less from the date of the INR determination letter and no ALE insurance coverage is present, the verbal request for Rental Assistance may be accepted.3. Add a Contact.4. Create a WP and Comment in NEMIS. Route to FEMA Manual Determination

13.1c Request for initial rental assistance

Scenario: Has Moved/Willing to Move = No on the Inspection Status screen / A signed letter is in the file stating the reason for moving / Habitability Repairs Required = YES on the Inspection Status screen 1. Say, “Please give me a moment to review your file.” 2.Before a payment is made from an INR decision, verify that, Habitability Repairs Required (HRR = yes). The reason for moving in the applicant’s written request is a disaster-caused need to relocate. If yes, then the request is adequately substantiated, and the need is justified. An insurance review was completed to ensure that the applicant DOES NOT have an insurance policy that covers Additional Living Expenses (ALE). If yes, then an insurance settlement or denial is required to be in the file before the applicant will be considered for rental assistance. 3. Add a Contact. 4. Create a WP and Comment in NEMIS. Route to FEMA Manual Determination

Non-receipt / Delay of EFT

HL Guide: Section G.1, Section 16.1g, 16.1h, 16.1i, 16.1j Page: 175-179

16.1g Delayed IHP payment

Scenario: Award approved / EFT selected / Scheduled more than 2 business days ago / Award is NOT shown as returned in the Accounts Receivable frame / EFT NOT received / NO high risk stamps on the Registration Status screen, or the file DOES contain an MDD_TMR_BYP or BFS_AVS_PASS stamp, with or without the “PMS OK TO PROCESS” or “RAD OK TO PROCESS” Comment. 1. Verify that it has been more than 48 hours since the scheduled date of the award, and that the applicant/co-applicant has confirmed with their financial institution the funds have not been received 2. Review the Events History for Comments regarding any documents the applicant may need to submit. Do not discuss any risk stamps with the applicant. 3. Verify the EFT information in the applicant/co-applicant’s file and update as needed, including the name of the financial institution, account number, and routing number. 4. Say, “I will request that the funds be reissued to your account. If you DO NOT receive the deposit within 3 business days, please call back to check on the status.” 5. Create a WP, route it to Supervisor Review + Reissue 6. Add a Contact

16.1i Delayed IHP payment (EFT only)

Scenario: Award approved and is NOT shown as returned in the Accounts Receivable frame / EFT NOT received / Scheduled more than 2 business days ago / FFC comment DOES NOT indicate Wrong Bank Account / The Registration Status screen contains ANY highrisk stamps / NO high risk stamps on the Registration Status screen / File DOES contain an MDD_TMR_BYP orBFS_AVS_PASS stamp, with or without the “PMS OK TO PROCESS” 1. VERIFY that it has been more than 48 hours since the scheduled date of the award, and that the applicant/co-applicant has confirmed with their financial institution the funds have NOT been received. 2. VERIFY the EFT Information (DO NOT provide the account number as it is considered Sensitive PII). 3. CHECK to see if the FFC has determined the IHP Funds were issued to the correct bank account, If FFC comment states “Bank Account Correct”, say “We are not able to reissue the assistance because the funds were deposited into a correct bank account.” 4. If the applicant disputes the transaction, ADVISE the applicant to submit a copy of their bank account transaction ledger demonstrating the electronic receipt has not occurred. 5. If one is not already present, create a WP, route it to Supervisor Review – Reissue. 6. Add a Contact

16.1h Delayed IHP payment

Scenario: Award approved / EFT selected / Scheduled more than 2 days ago / EFT NOT received / The Registration Status screen contains ANY highrisk stamps / NO high risk stamps on the Registration Status screen / File DOES contain an MDD_TMR_BYP orBFS_AVS_PASS stamp, with or without the “PMS OK TO PROCESS” 1. Say, “Please give me a moment to review your file.” 2.Before a payment is made from an INR decision, verify that, Habitability Repairs Required (HRR = yes). The reason for moving in the applicant’s written request is a disaster-caused need to relocate. If yes, then the request is adequately substantiated, and the need is justified. An insurance review was completed to ensure that the applicant DOES NOT have an insurance policy that covers Additional Living Expenses (ALE). If yes, then an insurance settlement or denial is required to be in the file before the applicant will be considered for rental assistance. 3. Add a Contact. 4. Create a WP and Comment in NEMIS. Route to FEMA Manual Determination

16.1j Delayed IHP payment

Adding a Cause of Damage not covered by Insurance

HL Guide: Section H.1, Section 17.3b Page: 193-194

17.3b Adding an uninsured cause of damage

Scenario: Banner= HA/ONA: CLOSED / HA/ONA = INS / WP NOT previously created, and inspection NOT issued 1. Say, “Because this additional cause of damage is not covered by your insurance, I will issue your case for inspection. If you do not hear from an inspector within 7 days, please call back to check on the status of your case.” 2.Add a Contact. 3. Create a WP and route it to FEMA Manual Determination.

Changing Owner / Renter or Primary Residence Status

HL Guide: Section 1.8a Page: 62

18.4 If staff finds a case with an appeal letter that has NOT been addressed

Scenario: There is no WP 1. Say, “I will send your file to the Appeals Group, so they can review the correspondence you sent and review your case.” 2.Create a WP to the Appeals queue. 3. Add a Contact.

Home Replacement

HL Guide: Section J.1, 21.1a, 21.1b Page: 208-209

1.18a Changing Owner/ Renter or Primary Residence status

Scenario: Not currently issued for inspection / OCCV_PASS and IDV_PASS1. Say, “I will enter the correction now.” Make the requested corrections on the Registrant Info screen. Refer to Section E.1 if an HA/ONA referral needs to be added. 2.Review the Registration Status screen for OCCV_PASS, IDV_PASS, and OWNV_PASS (if applicable). If either verification is failed, review submitted correspondence for acceptable documents. If no documents have been submitted or the submitted documents are insufficient to prove occupancy, identity, and/or ownership (if applicable), advise the applicant to submit a written, signed appeal letter along with acceptable documentation to appeal the decision. Access the Occupancy Verification SOP, Identity Verification SOP, and/or Ownership Verification SOP on the PPM to provide further guidance to the applicant regarding acceptable documents. 3. Add a Contact. 4. Create a WP and ROUTE to FEMA Manual Determination, if a WP does not already exist.

18.5 If staff finds a case that was incorrectly processed

Scenario: Appeal Incorrectly Processed1. Say, “Please give me a few moments to review your case file.” 2.Create a WP and contact your supervisor for assistance 3. Say, “I will forward your file for a complete review of your case. If you have NOT received a status after 7 days, please call the FEMA Helpline. Is there anything else I can help you with?” 4. Add a Contact.

Request for Home Replacement

HL Guide: Section J.1, 18.4, 18.5 Page: 204-205

21.1a Inquiry about Replacement Assistance

Scenario: Home destroyed / Not Insured1. Refer to disaster-specific procedures and/or search Preshift entries for current instructions. (This type of assistance is generally auto-processed.) 2. If there is no WP, create one and route to Supervisor Review – Replacement Consideration subqueue. 3. Advise applicant accordingly. 4. Add a Contact.

21.1b Inquiry about Replacement Assistance

Scenario: Home destroyed / Insured, but insurance is inadequate 1. Say, “I am referring your case to the department that handles this program. If you do not hear anything within 7 days, please call back to check on the status.” 2.Create a WP if none exists and Comment, and route to Supervisor Review Replacement Consideration. 3. E-MAIL the case specifics to FEMA-CSAC-Special-LinesofBusiness@fema.dhs.gov. 4. Add a Contact.

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