IRS FInal page 11

QUALITY ASSURANCE AND SURVEILLANCE PLAN Federal Emergency Management Agency HOUSING INSPECTION SERVICES

(HIS) FY2006 Quality Assurance and Surveillance Plan March 3, 2006 Introduction……………… .3 Scope………………………………………………………………………………. …4
Performance Criteria……………………………………………………………….….5
SSPA # 1 Timeliness & Response............................................................................... .5
Routine Inspections Timeliness………………………………………..……. .5
FEMA Corrections Timeliness……………………………………….…… …5
Peak Turnaround Time………………………………………………..……. ..5
Percent of days turnaround 4.0.0 -0.25% Response Max. + Incentive = 1.375% Max - Incentive = (-1.375%) c. Peak Turnaround Time c. 4.0.0 to 4.6.0 days a. 100% Inspections c. Peak Turnaround Incentive 5.12.0 -0.50% d. Percent of days turnaround 5.5% -4.00%

SELECTED SERVICE PERFORMANCE AREA (SSPA) STANDARD PERFORMANCE WORK STATEMENT Contract, Section C METHOD OF SURVEILLANCE PERFORMANCE MEASUREMENT AND CALCULATION SSPA 3
-- Customer Service Mean score of 4.0 - 4.49
C.8.1. Random Sampling Max. + Incentive = 1.5% Max. - Incentive = 1.5% a. Customer Service Survey 4.2 – 4.49 Results Score 4.0 – 4.19

(1) Question #3
(1) YES 6 Did the inspector come to your home at the scheduled time?
NO 1 Inspector came W/O an appointment 3.8 (2)
Question #8 (2) Did the inspector explain why he/she was performing the inspection? YES 6 NO 1 (3)
Question #10 (3) Did the inspector take time to listen to what you had to say? YES 6 NO 1 I didn’t have anything to say 3.8 (4)
Question #13 (4) At the end of the inspector’s visit, how good was your understanding of what would happen after the inspection? VERY GOOD 6 4.8 3.6 2.4 NOT AT ALL GOOD 1.2 (5)
Question #15 (5) VERY GOOD 6 Overall, how satisfied are you with the FEMA inspection? 4.8 3.6 2.4 NOT AT ALL

GOOD 1.2 TOTAL SCORE ACHIEVED SELECTED SERVICE PERFORMANCE AREA (SSPA) STANDARD PERFORMANCE WORK STATEMENT Contract, Section C METHOD OF SURVEILLANCE PERFORMANCE MEASUREMENT AND CALCULATION AVERAGE (MEAN SCORE)

Continued SSPA 3 -- Customer Service Mean Score Incentive 5.5 – 6.00 1.00% 4.9 – 5.49 0.75% 4.5 – 4.89 0.50% 4.2 – 4.49 Full Payment 4.0 – 4.19 Full Payment 3.8 – 3.99 -0.50% 3.6 – 3.79 -0.625% 3.4 – 3.59 -.75% 3.2 – 3.39 -.875% 3.0 – 3.19 -1.00% b. %of Inspections b. No Contacts b. 2.6 to 3.0
days 5.0 -0.25%

SELECTED SERVICE PERFORMANCE AREA (SSPA) STANDARD PERFORMANCE WORK STATEMENT Contract, Section C METHOD OF SURVEILLANCE PERFORMANCE MEASUREMENT AND CALCULATION SSPA #4

-- Miscellaneous Max. + Incentive = 0% Max. - Incentive = 1.75% Miscellaneous Task Incentive a. Reports C.8.10 a. 100% Inspection a. Initial Operations Report complete and on time Full Payment Initial Operations Report Complete/on time Complete but Not on time -0.50% Operational Report all requirements
The contractor addressed all requirements in the Operational Report. Full Payment The contractor failed to address all requirements in the Operational Report. -0.50% Final Operations Report Complete/on time Final Operations Report complete and on time Full Payment Complete but Not on Time -0.25% b. Culturally Diverse Workforce Addressed C.8.10.1.3. b. 100% Inspection b. Addresses cultural diversity Full Payment Does not address cultural diversity -0.25% c. Cooperative Management Cooperative C.8.10.4 c. 100% Inspection c. Cooperative Full Payment Non-Cooperative -0.25%

IHP Standards for Inspection Returns for Corrections and QA Review Guidelines

This document defines FEMA Correction (FCOR) standards for all inspections returned to FEMA. Although many specifics are included, it is not possible to list every instance that will result in a FEMA Correction.

We cannot anticipate every situation in advance and we will continue to have disaster specific requirements that will modify the inspection task. All of the initial inspection FCOR guidelines apply to reinspections. Inspections must be clear and complete to form a basis for eligibility determinations.

Inspection results that are incomplete, ambiguous, or contain gross errors will be returned as an FCOR. These corrections are due back to FEMA within 48 hours. There will be no corrections required for inspections FEMA can understand and process. There will be no effort to enforce unnecessary standards or press for details not central to and required by the inspection task.

Project Monitors will determine which inspections will be returned for correction and every effort will be made to establish and maintain consistency for this function. There should not be differences in policy or procedure among the Project Monitors or the processing facilities. The standardized Inspection Guidelines, used in the Contractor Briefing, continue to define the inspection task and are not limited to change here. The following discrepancies will be returned for correction.

Examples are included which will assist in preventing FEMA Corrections: REGISTRATION INFORMATION When changes are made to the applicant’s name (other than minor spelling). When changes are made to the applicant’s damaged dwelling address or damaged phone number and there is no explanation in comments. Example: “Incorrect house number, changed from 134 to 143”. When the required fields are not addressed properly. These include COD, water level, and the size of dwelling, number of occupied bedrooms, clothing, essential utilities, and signatures obtained. INSURANCE COVERAGE When insurance types have been deleted without an explanation in comments.

Example: “Insurance deleted, viewed cancellation letter”. When the inspector verifies ownership with structural insurance but does not record the Insurance Company name and either policy or phone number. OCCUPANCY TYPE When changes are made to occupancy type and there is no explanation in comments. Example: “Changed from owner to renter, viewed rent receipts”. OWNERSHIP VERIFIED When ownership is Not Verified and there is no explanation in comments. Example: “Ownership not verified, tax office not able to verify (name and #), all means exhausted”. When the inspector verifies ownership with a mortgage payment book but does not record the Mortgage Company name and either the loan or phone number. OCCUPANCY VERIFIED When occupancy is Not Verified and there is no explanation in comments.

Example: “Occupancy not verified, app had no documents, unable to contact Landlord or utility company”. FOUNDATION/DWELLING When the foundation or dwelling is recorded as “Other” and there is no explanation in comments. Example: “Other dwelling = 5 Story”. CAUSE OF DAMAGE When the cause of damage is recorded as “Other” and there is no explanation in comments Example: “Other = Lightning Strike”. DESTROYED/NOT FEASIBLE TO REPAIR (NFTR) When the home is not economically feasible to repair and the inspector does not record Residence Rebuild, Mobile Home Replace, or Travel Trailer Replace. ( All recorded as 1 unit each) When the dwelling is Destroyed/ NFTR and there is no explanation in comments on the structural damage. Example: “DD NFTR, all phases of construction compromised. Leveled to ground. Completely inundated by 5ft. of liquid hog waste from neighboring farm”, etc.

When the Dwelling is Destroyed/NFTR but there is no explanation in comments why Personal Property is not damaged. Example: “DD NFTR but PP removed prior to event”. REAL PROPERTY (Owners only) When there is any omission, from line items and/or comments, of any major component or system (HVAC, electrical, plumbing, etc.) that information included in the inspection (water level, COD, etc.) suggests it would be damaged or destroyed.

Example: If the inspector records 3 feet of water on the first floor but there are no outlets, floor cover, doors, etc. listed. When it is obvious that excessive line items have been recorded. Example: Dwelling size is 1,200 SF and the inspector records 4,000 SF of Roof Cover Replace. When the COD for the line item is incorrect or inconsistent. Example: Roof cover and up, replace – COD = SBU or power surge. When the inspector records a water level in the interior of a mobile home but does not address bottom board and insulation or ductwork. When the inspector does not address Sink reinstall or replace with Base or Vanity cabinets, with COD Flood. If the COD is WDR, then it would be OK, maybe. PERSONAL PROPERTY When the inspector records Dining Room Furnishings as Repair or Replace but does not record the PP line item “Dining Table/Chairs”. When furnishings and appliances are not addressed and inspected room by room.

Example: The inspector does not record the “Not Affected” personal property. UNMET NEEDS When the inspector marks “Yes” for unmet needs and does not comment, or record the information under Transportation, Essential Tools, Medical, or Miscellaneous Purchases. Example: “Dental = App lost dentures”. When the inspector comments “Dental = App lost dentures” and does not activate the Medical/Medical PP unmet needs button. TRANSPORTATION ONLY INSPECTIONS When the inspector does not obtain a signature on the 90-69 form and does not address all the unmet needs buttons Example H20 covered engine of auto. Cosmetic damage only When the inspector does not enter a level of damage for vehicles. MISCELLANEOUS PURCHASES When the inspector records “Other” for inappropriate expenses. Example: “Other = food or motel expenses HOME STATUS BUTTONS When the inspector records Utilities Out “Yes”, but fails to comment. Example: “Utilities Out = Electric”. When the inspector records Inaccessible “Yes”, but fails to comment. Example: “Inaccessible = High water over road”. When the inspector returns an Inaccessible with line items or the inspector indicates they entered the dwelling. When the inspector marks Home Requires Repair (HRR) “Yes” with no line items – owners only (except when Inaccessible, or red tagged due to exterior only damage).

Note: Not feasible to repair requires a line item; Residence Rebuild, Mobile Home Replace, or Travel Trailer Replace (recorded as 1 unit each) When the inspector marks HHR= “Yes”, marks the reason and does not record line items in that category. Example: Home unsafe due to Foundation/Masonry. TYPE OF RESIDENCE When the inspector records “Other”, and fails to comment. Example: “Other = Yurt” GENERAL NOTES When the inspector returns a No Contact inspection and the three attempts are not documented. Example: “Called app’s home. Left message on 9/4/01. Called app’s home for 2nd time on 9/5. Left message.

Visited dwelling. Nobody living there. Unable to contact app with any info available. Left letter at DD. App has moved to another state, etc.” When the inspector returns a No Contact and there is no exterior inspection, and no comment. When the inspector does not comment on the reason for a voluntary withdraw. Example: “App wishes to withdraw”. Unacceptable “Withdraw = Explained program to app.” When the inspector does not address and record all disaster-specific requirements or questions from the Inspection Guidelines & Addenda.