FEMA Training Questions with complete
solution 2025
With approval from a supervisor, program representative, or the IHP
Helpdesk, Basic Helpline staff can create work packet(s) for: - correct answer
✔1. Issuing initial inspections
2. When system oversight has occurred, such as insurance info was received,
however a work packet for action was not auto generated by Indexing.
Transfer Callers to Specialized Helpline (Tier 2) For: - correct answer ✔•
CTHA Helpline (Continued Temporary Housing Assistance)
• SBA (Small Business Administration)
• CARS (Callout and Review Systems Access)
• PPI (Pre-Placement Interview)
• TSA Line if the program is activated (Transitional Sheltering Assistance)
• Pre Recoupment/ Recoupment
• Internet Helpdesk (do not transfer callers to the internal FEMA IT Helpdesk)
What must Basic HL complete before transferring the call to T2? - correct
answer ✔Basic Helpline staff must complete their Comment or Contact and
click the Home button to exit the file before transferring the caller.
, Helpline Responsibilities Pt. 1 - correct answer ✔• Use the Language Line if
the caller speaks a language you are not fluent in.
• Provide general and disaster specific referrals.
• Provide DRC Locations
• Provide TSA Hotel Locations if the program is activated (Eligibility questions
should be transferred to Specialized Helpline (Tier 2)
• Provide guidance on how survivors can upload documents to their
DisasterAssistance.gov accounts
• Provide guidance on how applicants can request a copy of their file
• Advise on documents that can be used to prove:
o Identity
o Ownership
o Occupancy
o Citizenship
Helpline Responsibilities Pt. 2 - correct answer ✔• Explain requirements for
third party/ written consent
• Encourage insured applicants to submit insurance information
solution 2025
With approval from a supervisor, program representative, or the IHP
Helpdesk, Basic Helpline staff can create work packet(s) for: - correct answer
✔1. Issuing initial inspections
2. When system oversight has occurred, such as insurance info was received,
however a work packet for action was not auto generated by Indexing.
Transfer Callers to Specialized Helpline (Tier 2) For: - correct answer ✔•
CTHA Helpline (Continued Temporary Housing Assistance)
• SBA (Small Business Administration)
• CARS (Callout and Review Systems Access)
• PPI (Pre-Placement Interview)
• TSA Line if the program is activated (Transitional Sheltering Assistance)
• Pre Recoupment/ Recoupment
• Internet Helpdesk (do not transfer callers to the internal FEMA IT Helpdesk)
What must Basic HL complete before transferring the call to T2? - correct
answer ✔Basic Helpline staff must complete their Comment or Contact and
click the Home button to exit the file before transferring the caller.
, Helpline Responsibilities Pt. 1 - correct answer ✔• Use the Language Line if
the caller speaks a language you are not fluent in.
• Provide general and disaster specific referrals.
• Provide DRC Locations
• Provide TSA Hotel Locations if the program is activated (Eligibility questions
should be transferred to Specialized Helpline (Tier 2)
• Provide guidance on how survivors can upload documents to their
DisasterAssistance.gov accounts
• Provide guidance on how applicants can request a copy of their file
• Advise on documents that can be used to prove:
o Identity
o Ownership
o Occupancy
o Citizenship
Helpline Responsibilities Pt. 2 - correct answer ✔• Explain requirements for
third party/ written consent
• Encourage insured applicants to submit insurance information
