Helpline Reference Guide 2

Helpline Reference Guide

A document that outlines the processes staff follow when interacting with applicants for FEMA assistance via Helpline.

E-Correspondence

A method of communication through digital platforms, allowing applicants access to their FEMA correspondence online.

Regeneration of letter

The process of creating and sending a copy of a previously sent letter to an applicant.

PII

Personally Identifiable Information; sensitive information that must be protected during communication.

Mailed Date

The date on which a letter was sent to an applicant, relevant for tracking correspondence timing.

Credential verification

The process of confirming an applicant's identity before providing assistance or information.

Privacy Act

U.S. legislation that governs the handling and sharing of individuals' personal information by federal agencies.

Warm Transfer Procedure

A process where the initial caller is introduced to the new representative before being transferred to ensure continuity.

Written Consent Guidelines

Rules establishing how an applicant can authorize the sharing of their information with third parties.

IHP

Individuals and Households Program; a FEMA program providing financial and direct assistance to individuals affected by disasters.

Eligibility Status

The determination of whether an applicant qualifies for assistance under FEMA programs.

Lodging Expense Reimbursement (LER)

A type of assistance FEMA provides to reimburse applicants for temporary lodging costs after a disaster.

Recoupment

The process of recovering funds granted to applicants who may have received assistance erroneously.

Joint Field Office (JFO)

A temporary facility used for coordinating disaster response efforts among various government agencies.

Appeal Process

The procedures by which applicants can contest FEMA's decisions regarding their assistance eligibility.

Verification SOPs

Standard Operating Procedures guiding how to verify applicant identity, occupancy, and ownership for assistance.

Disaster Assistance Center (DAC)

A central hub where applicants can access FEMA resources and assistance information.

Transitional Sheltering Assistance (TSA)

Temporary housing assistance FEMA provides to individuals displaced by disasters.

SBA

Small Business Administration; a federal agency that provides support to small businesses and entrepreneurs.