Road Home Program Statement of Principles

This short survey is the second follow-up to the Bill of Road Home Rights from the Citizens' Road Home Action Team (CHAT), which was approved by the Louisiana Recovery Authority (LRA) Board on May 10 with minor modifications as the Road Home Statement of Principles. This survey is designed to obtain your feedback about the implementation of the Road Home Statement of Principles.

The information you provide may be given to LRA/ICF but only for purposes of advocating for improvements in the system.

If you do not want to answer any of the questions, just skip them.

We invite your comments at the end of the survey.

1. Please provide the following information:

Please provide the following information: Your Name:
Your Phone Number:
Your Email Address:
Your Parish:
Full Address of Pre-Storm House (optional)

2. Is this the first time you have completed a Road Home Program survey?

Is this the first time you have completed a Road Home Program survey? Yes

3. Please provide us with the approximate date that each of the following events occurred. If the event has not occurred, leave the box blank. If you do not know the exact date, please give the month.

Please provide us with the approximate date that each of the following events occurred. If the event has not occurred, leave the box blank. If you do not know the exact date, please give the month. The date you submitted your application:
The date you had your interview (if you did):
The date you had your house inspection (if you did):
The date you got your yellow award letter (if you did):
The date you sent back your award letter with an option chosen (if you did):
When you are scheduled for or went to closing (if you did):

4. If you sent your application to Dispute Resolution, select the appropriate answer below for the number of months that passed before you received a satisfactory response. If you did not receive a satisfactory response from Dispute Resolution, note the number of months that have passed since you made the request.

	1 Month	2 Months	3 Months	4 Months	5 Months	6 Months or More
If you received a satisfatory response, how many months did it take?	If you sent your application to Dispute Resolution, select the appropriate answer below for the number of months that passed before you received a satisfactory response. If you did not receive a satisfactory response from Dispute Resolution, note the number of months that have passed since you made the request. If you received a satisfatory response, how many months did it take? 1 Month	2 Months	3 Months	4 Months	5 Months	6 Months or More
If you have not received a satisfactory response, how long has it been since you sent your application to Dispute Resolution?	If you have not received a satisfactory response, how long has it been since you sent your application to Dispute Resolution? 1 Month	2 Months	3 Months	4 Months	5 Months	6 Months or More

5. In which months did you contact the Road Home Program for information about the status of your application and receive the information you requested, and in which months were you discouraged by the inability to get the information that you requested?

	Sept 06	Oct 06	Nov 06	Dec 06	Jan 07	Feb 07	Mar 07	Apr 07	May 07	Jun 07	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07
Months you made contact and received the information you requested. (You can choose more than one month.)	In which months did you contact the Road Home Program for information about the status of your application and receive the information you requested, and in which months were you discouraged by the inability to get the information that you requested? Months you made contact and received the information you requested. (You can choose more than one month.) Sept 06	Oct 06	Nov 06	Dec 06	Jan 07	Feb 07	Mar 07	Apr 07	May 07	Jun 07	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07
Months you were discouraged by the inability to get the information you requested. (You can choose more than one month.)	Months you were discouraged by the inability to get the information you requested. (You can choose more than one month.) Sept 06	Oct 06	Nov 06	Dec 06	Jan 07	Feb 07	Mar 07	Apr 07	May 07	Jun 07	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07

6. One of the new Road Home Principles states that ICF staff who are in contact with homeowners (counselors, call center staff, resolution and appeals staff, etc.) should be thoroughly trained to be able to competently answer homeowners’ questions during appointments, calls, home evaluations, resolution, and at closing.

Is this your experience in the last month?

One of the new Road Home Principles states that ICF staff who are in contact with homeowners (counselors, call center staff, resolution and appeals staff, etc.) should be thoroughly trained to be able to competently answer homeowners’ questions during appointments, calls, home evaluations, resolution, and at closing.

Is this your experience in the last month? Yes

If you chose "No", please explain why.

7. Another of the Principles states that ICF staff should have access to accurate information about the status of applications from informed and trained personnel within 24 hours of your request. The contractor should provide staffing sufficient so that voicemail should not be necessary or used (a person should always be available to answer a phone).

Is this your experience in the last month?

Another of the Principles states that ICF staff should have access to accurate information about the status of applications from informed and trained personnel within 24 hours of your request. The contractor should provide staffing sufficient so that voicemail should not be necessary or used (a person should always be available to answer a phone).

Is this your experience in the last month? Yes

If you chose “No,” please explain why.

8. Another Principle is as follows: "The complete rules of the program should be available to homeowners. It is the responsibility of the Road Home Program to make current, updated rules available to applicants as soon as new rules are put into effect, to notify applicants of any changes, and to make those improvements retroactive for those who have already gone to grant closing."

Is this your experience in the last month?

Another Principle is as follows: "The complete rules of the program should be available to homeowners. It is the responsibility of the Road Home Program to make current, updated rules available to applicants as soon as new rules are put into effect, to notify applicants of any changes, and to make those improvements retroactive for those who have already gone to grant closing."

Is this your experience in the last month? No

Yes

If you chose “No,” please explain why.

9. If you are one of the applicants who had to go to dispute resolution, do you agree that the following principle is being followed:

"Every applicant should have access to a fair and swift resolution of errors, disputes, and appeals. The Road Home Program must have a reasonable timeline for dispute resolution and appeals. The resolution and appeals process should be mandated in the program rules to provide a written, point-by-point response to applicants for all questions raised in their appeal."

If you are one of the applicants who had to go to dispute resolution, do you agree that the following principle is being followed: "Every applicant should have access to a fair and swift resolution of errors, disputes, and appeals. The Road Home Program must have a reasonable timeline for dispute resolution and appeals. The resolution and appeals process should be mandated in the program rules to provide a written, point-by-point response to applicants for all questions raised in their appeal." Yes

If you chose “No,” please explain why.

10. Please give us any other comments, concerns and suggestions you have about the Road Home Program Statement of Principles and/or the Road Home Program.

Please give us any other comments, concerns and suggestions you have about the Road Home Program Statement of Principles and/or the Road Home Program.

This survey is based on the Road Home Program Statement of Principles.

To read the Road Home Statement of Principles and to join our email network -- Friends of CHAT (FoCHAT) -- visit our site at http://chat.thinknola.com

Please select "I'm Done" to submit your survey responses.