FEMA is only processing 9 percent of first-level assistance appeals and 11 percent of second-level assistance appeals within the statutory 90-day timeframe, according to a GAO report.
The report found that FEMA’s data is often inaccurate and incomplete because regional offices do not consistently track first-level appeals and FEMA does not have processes to ensure data quality. When these weaknesses were first raised, FEMA officials acknowledged them and provided corrected data, but GAO still found fluctuations year-on-year.
Although FEMA has made efforts to address the issues, the agency is still facing workforce challenges and hasn’t developed a plan to identify hiring, training and retention needs across its headquarters.
The report makes four recommendations, which include designing procedures for a uniform approach to appeals that integrates regional trackers with PAAB’s own appeals tracker. It also recommends implementing controls to ensure the quality of the first-level data that is collected, and developing a detailed workforce plan for hiring, training and retention. Finally, GAO recommends establishing goals with all 10 regional offices to monitor performance and report on progress.
