Heaven Sent Community Services and Veterans Assistance
EIN: 41-2961092 | CEO: Joseph Ryan
Standard Operating Procedure
SOP-CW-LTR-001
Disaster Recovery & Long-Term Case Work
★ CONFIDENTIAL — FOR INTERNAL USE ONLY ★
Serving Veterans, Seniors 65+, Persons with Disabilities, Disaster Survivors & Homeless Individuals
Table of Contents
Section 1 — Purpose, Scope & Legal Authority
Section 2 — LTRG Integration
Section 3 — Client Intake & Eligibility
Section 4 — Case Assessment & Prioritization
Section 5 — Disaster-Specific Case Services
Section 6 — Veterans-Specific Recovery Services
Section 7 — Housing Recovery Casework
Section 8 — Documentation & Case Records
Section 9 — Case Conferencing & Coordination
Section 10 — Case Closure & Transition
Section 11 — Quality Assurance & Supervision
Section 12 — Reporting & Grant Compliance
Forms Packet — All Nine Forms
Appendix B — Partner Directory
Appendix C — FEMA Quick Reference
Appendix D — Signature Page
Section 1 — Purpose, Scope & Legal Authority
1.1 Purpose
This Standard Operating Procedure establishes the policies, procedures, and operational standards governing Disaster Recovery and Long-Term Case Work conducted by Heaven Sent Community Services and Veterans Assistance. It is intended to ensure case management is consistent, legally compliant, ethical, trauma-informed, and client-centered across all operational jurisdictions.
1.2 Scope
This SOP applies to HSCVS caseworkers, senior caseworkers, supervisors, program directors, LTRG liaison staff, compliance personnel, and contracted or volunteer personnel operating under HSCVS supervision, and it governs intake, assessment, case planning, service delivery, inter-agency coordination, records management, closure, quality assurance, and reporting.
1.3 Legal Authority & Regulatory Framework
HSCVS case management activities are framed by the Stafford Act, Uniform Guidance at 2 CFR Part 200, HUD CDBG-DR rules, FEMA’s National Disaster Recovery Framework, HIPAA, Title 38 veterans authorities, and ADA Title II accessibility standards.
Critical Legal Compliance Notice: Staff must understand the legal authorities governing their work because violations involving HIPAA, Stafford Act requirements, or 2 CFR 200 can create grant, civil liability, and employment consequences.
Section 2 — Long-Term Recovery Group (LTRG) Integration
2.1 What Are LTRGs?
Long-Term Recovery Groups are community coalitions that coordinate unmet-needs recovery after disasters and typically include nonprofits, government agencies, faith communities, businesses, VOAD partners, FEMA, SBA, HUD, VA, legal aid, mental health providers, and housing agencies.
2.2 HSCVS Role in LTRGs
- Represent HSCVS clients in case conferencing and unmet-needs sessions.
- Coordinate referrals and resource sharing with partner agencies.
- Support community-wide recovery planning and gap analysis.
2.3 HSCVS Casework Liaison Role
- Attend all scheduled LTRG case conferencing sessions, minimum twice monthly.
- Present anonymized client cases for resource matching.
- Communicate decisions and resource offers back to caseworkers within 24 hours.
- Maintain partner directory and data sharing agreements.
2.4 Case Conferencing Protocol
- Identify a client whose unmet needs exceed HSCVS capacity.
- Obtain written consent using CW-CONSENT-01 before disclosure.
- Prepare an anonymized case summary using case number only.
- Present at the LTRG and record all resource offers.
- Contact the client within 48 hours and track accepted resources through completion.
Section 3 — Client Intake & Eligibility
3.1 Initial Intake Process
Intake is the first formal point of contact and must be handled in a trauma-informed, culturally responsive, and non-judgmental manner, whether done in office, at a disaster recovery center, on a home visit, or by phone when necessary.
Privacy Notice — Mandatory: Before collecting any client information, staff must provide the privacy notice, obtain signed consent for services and data collection, and explain the limits of confidentiality.
3.2 Eligibility Criteria
| Eligibility Category | Criteria | Documentation Required |
|---|---|---|
| Disaster Survivor | Resides in a federally declared disaster area and experienced disaster-related loss. | FEMA registration number or damage documentation. |
| Veteran | Honorably discharged U.S. military veteran or surviving spouse. | DD-214, VA letter, or marriage certificate. |
| Senior Adult | Age 65 or older in HSCVS service area. | Government-issued ID. |
| Person with Disability | Self-identified or documented disability affecting daily living. | Self-attestation accepted; supporting documents if available. |
| Homeless / At-Risk | Lacking a fixed, regular, adequate nighttime residence. | Self-attestation or HMIS enrollment if applicable. |
3.3 FEMA Registration Verification
FEMA registration is strongly encouraged for disaster-related cases, but HSCVS may still serve clients who can document disaster-related loss through other evidence such as photos, contractor estimates, or insurance records.
Section 4 — Case Assessment & Prioritization
4.1 Needs Assessment Methodology
The needs assessment must be completed within 5 business days of intake and should identify unmet needs, strengths, support systems, and protective factors using a strengths-based, trauma-informed approach.
4.2 Priority Tiers
| Tier | Category | Criteria | Response Timeline |
|---|---|---|---|
| TIER 1 | Life-Safety | Immediate threat to life, health, or safety; no safe shelter; medical emergency. | Same day — within 4 hours. |
| TIER 2 | Shelter | Displaced from home; living in hotel, shelter, with relatives, or in uninhabitable housing. | Within 24 hours. |
| TIER 3 | Recovery | Home damaged but habitable; income disruption; navigating FEMA, SBA, or insurance. | Within 5 business days. |
| TIER 4 | Resilience | Primary needs met; focused on long-term stability and capacity-building. | Within 10 business days. |
Special Priority Populations: Veterans, seniors 65+, and persons with AFN/disabilities receive priority handling at each tier, and a Tier 3 case involving a Veteran or senior is elevated to Tier 2 urgency.
4.3 SMART Case Plan Development
Every client must receive a SMART case plan within 10 business days of intake, including client goals, HSCVS commitments, partner referrals, client responsibilities, milestone check-ins, and anticipated closure criteria.
Section 5 — Disaster-Specific Case Services
- FEMA appeal assistance, including review of denial letters and appeal drafting.
- SBA disaster loan application support.
- Insurance claim navigation and dispute support.
- Utility restoration assistance.
- Debris removal coordination.
- Contractor referral support with fraud warnings.
- Home rebuild coordination with nonprofit partners such as Habitat and SBP.
Contractor Fraud Alert: Clients should never pay full cost upfront, sign over FEMA checks, or sign documents they do not understand, and suspected fraud should be reported to the Compliance Officer and FEMA’s disaster fraud hotline.
Section 6 — Veterans-Specific Recovery Services
- VA benefits navigation and annual training for staff serving Veterans.
- Support with disability compensation claims and documentation gathering.
- VA home loan and adapted housing support.
- Veterans pension and Aid & Attendance support.
- Coordination with VBA Regional Offices, Vet Centers, and VSO partners.
Accreditation Notice: HSCVS caseworkers are not accredited VA claims agents and must refer complex claims to accredited VSO partners or attorneys.
Section 7 — Housing Recovery Casework
- Emergency housing placement is a Tier 1–2 priority and should be exhausted within 24 hours for clients without safe shelter.
- Transitional housing coordination is used when return home is not possible within 30 days.
- HUD program support includes Section 8, HUD-VASH, HOME, and CDBG-funded rehab programs.
- FEMA TSA and IHP support includes registration troubleshooting, inspection prep, award explanation, and appeals.
- Manufactured housing cases require careful review of ownership and site control.
Section 8 — Documentation & Case Records
8.1 Standard Case File Structure
- TAB 1 — Intake & Consent.
- TAB 2 — Eligibility Documentation.
- TAB 3 — Assessment & Case Plan.
- TAB 4 — Service Records.
- TAB 5 — Housing Documents.
- TAB 6 — Financial Documents.
- TAB 7 — Case Notes.
- TAB 8 — Closure and Follow-Up.
8.2 PII / PHI Handling
- Use encrypted channels for transmitting client information.
- Do not store client data on personal devices or unapproved cloud platforms.
- Store physical records in locked cabinets and shred paper records when destroyed.
- Report suspected breaches to the Compliance Officer within 1 hour of discovery.
8.3 Information Sharing Guidelines
| Information Type | May Be Shared With | Requirements |
|---|---|---|
| Full identifying PII. | Only named agencies on signed CW-CONSENT-01. | Executed DSA plus written consent. |
| Case number, damage type, unmet needs (de-identified). | LTRG, VOAD partners, government agencies. | LTRG consent. |
| Aggregate statistical data. | Authorized partners and public reports. | No individual consent required. |
| Mental health / health information. | Only specifically named healthcare providers. | Separate HIPAA-compliant authorization required. |
| Veteran status and military records. | VA and VSO partners with executed DSA. | Client written consent plus DSA. |
Section 9 — Case Conferencing & Multi-Agency Coordination
9.1 Weekly Internal Case Conference
HSCVS uses weekly internal case conferences to review Tier 1 and Tier 2 cases, new cases, pending closures, referrals, resources, and policy or training updates.
9.2 LTRG Case Presentation Format
- Case reference number only, never client name.
- Household composition and priority-population status.
- Damage summary, current living situation, insurance/FEMA status, unmet needs, and specific ask.
9.3 Warm Handoff Protocol
- Confirm the receiving agency is ready before notifying the client.
- Introduce the client directly by phone or in person when possible.
- Schedule and confirm the first appointment.
- Follow up within 72 hours.
Section 10 — Case Closure & Transition
10.1 Closure Criteria
- Goals achieved or maximally addressed.
- Connected to ongoing services elsewhere.
- Voluntary withdrawal.
- Unable to locate after documented attempts.
- Client deceased or funding period ended.
10.2 Exit Planning
Exit planning includes advance notice when possible, final review of goals, transition to community resources, completion of CW-CLOSE-01, and scheduling of the 6-month follow-up.
Section 11 — Quality Assurance & Supervision
11.1 Supervisory Review Schedule
- Weekly: Tier 1 and Tier 2 cases.
- Biweekly: Tier 3 cases.
- Monthly: Tier 4 cases.
- Quarterly: full caseload audit.
- Annually: program evaluation.
Caseload Standard: Maximum active caseload is 25 per caseworker, supervisors should redistribute when a worker exceeds 22, and closed or follow-up-only cases do not count toward that limit.
Section 12 — Reporting & Grant Compliance
12.1 Monthly Reporting
Monthly statistics include unduplicated clients served, new cases, closures, active caseload, services by category, referrals and outcomes, LTRG activity, resources leveraged, and disaggregated population reporting.
12.2 Disaggregated Data by Population
| Population Category | Definition | Data Element | Reporting Use |
|---|---|---|---|
| Veterans. | Veteran or surviving spouse enrolled in HSCVS Veterans program. | DD-214 or VA verification. | FEMA, VA grants, VSO reports. |
| Seniors 65+. | Head of household or primary beneficiary age 65 or older. | DOB verified at intake. | Aging and HHS-related reporting. |
| Persons with Disabilities / AFN. | Any household member with self-identified or documented disability. | Self-attestation or documentation. | ADA, HHS, FEMA equity reports. |
| General Population. | Disaster survivors not in above categories. | Intake classification. | FEMA DCM, CDBG-DR, general grants. |
| Race & Ethnicity. | Collected per OMB standards. | Self-identified at intake. | HUD, FEMA equity, foundation reporting. |
Duplication of Benefits: HSCVS must track FEMA, SBA, insurance, and CDBG-DR assistance to prevent duplication of benefits under the Stafford Act.
Forms Packet — All Nine Appendix A Forms
The following forms are included as built-in HTML versions for use and printing.
Form CW-CONSENT-01 — Privacy & Consent Form
| Case Number | |
| Client Name | |
| Date | |
| Caseworker |
Section 1 — HIPAA Privacy Notice Acknowledgment
I acknowledge that I received the HSCVS Privacy Notice and understand how my information may be collected, used, protected, and shared.
Initials: ________
Section 2 — Consent for HSCVS to Collect and Use Personal Information
☐ Yes ☐ No
Section 3 — Authorization to Release / Share Information with Named Partners
| Agency / Partner Name | Purpose of Sharing | Authorized? |
|---|---|---|
Section 4 — LTRG Disclosure Authorization
☐ Yes ☐ No
Section 5 — Photo / Media Release (Optional)
☐ Yes ☐ No
Section 6 — Signature Block
| Client / Representative Name | |
| Relationship if Representative | |
| Signature | |
| Date | |
| Caseworker Signature |
Form CW-INTAKE-01 — Intake Assessment Form
| Case Number | |
| Intake Date | |
| Caseworker | |
| Preferred Language |
Head of Household
| Full Name | |
| DOB | |
| Gender | |
| Race / Ethnicity | |
| Phone | |
| Current Address | |
| Pre-Disaster Address |
Household Composition
| Name | Relationship | DOB | Disability / AFN | Veteran? |
|---|---|---|---|---|
Income Information
| Monthly Gross Household Income | |
| Income Sources | ☐ Employment ☐ Social Security ☐ SSI/SSDI ☐ VA Benefits ☐ Pension ☐ Other |
| Income Documentation | |
| AMI % |
Insurance Status
| Type | Carrier / Policy # | Claim Filed? | Amount / Status |
|---|---|---|---|
| Homeowner’s | |||
| Renter’s | |||
| Flood | |||
| SBA Disaster Loan |
FEMA Registration Information
| Declaration Number | |
| Registration Number | |
| Assistance Types Received | |
| Appeal Status |
Property Damage Assessment
| Property Type | ☐ Owner-Occupied ☐ Renter ☐ Mobile / Manufactured Home |
| Habitable Status | ☐ Habitable ☐ Temporarily Uninhabitable ☐ Major Damage ☐ Destroyed |
| Damage Description | |
| Estimated Repair Cost |
Immediate Needs (0–30 Days)
☐ Food/Water ☐ Emergency Shelter ☐ Prescription Medications ☐ Medical Equipment ☐ Utilities ☐ Transportation ☐ Clothing / Personal Items ☐ Other
Long-Term Recovery Needs (31+ Days)
☐ Housing Repair / Replacement ☐ Healthcare ☐ Mental Health ☐ Legal Assistance ☐ Financial Assistance ☐ Employment / Income Restoration ☐ Behavioral Health ☐ Other
Caseworker Summary Notes
Form CW-PLAN-01 — SMART Case Plan
| Case Number | |
| Client Name | |
| Plan Date | |
| Anticipated Closure Date |
Client Goals
| Goal | Specific Action Steps | Target Date | Status |
|---|---|---|---|
HSCVS Service Commitments
Partner Agency Referrals
| Agency | Service Requested | Referral Date | Expected Completion |
|---|---|---|---|
Client Responsibilities
Milestone Check-Ins
| Check-In 1 | |
| Check-In 2 | |
| Check-In 3 |
| Client Signature | |
| Caseworker Signature | |
| Date |
Form CW-REFER-01 — Inter-Agency Referral Form
| Case Number | |
| Referring Caseworker | |
| Date of Referral | |
| Receiving Agency | |
| Contact Person / Info | |
| Services Requested | |
| Consent Confirmed? | ☐ Yes ☐ No |
| Information Shared | |
| Expected Follow-Up Date | |
| Outcome | ☐ Connected ☐ Declined ☐ Unable to Connect ☐ Pending ☐ Not Applicable |
Follow-Up Notes
Form CW-CLOSE-01 — Case Closure Form
| Case Number | |
| Client Name | |
| Closure Date | |
| Reason Code |
Goal Achievement Summary
| Goal | Achieved | Partially Achieved | Not Achieved | Notes |
|---|---|---|---|---|
Final Disposition of Major Unmet Needs
Agencies Providing Ongoing Services
| Client Signature | |
| Caseworker Signature | |
| Supervisor Signature |
Form CW-SAT-01 — Client Satisfaction Survey
| Case Number | |
| Survey Date | |
| Administered At | ☐ Closure ☐ 6-Month Follow-Up |
| Question | 1 | 2 | 3 | 4 | 5 |
|---|---|---|---|---|---|
| Overall satisfaction with HSCVS services | ☐ | ☐ | ☐ | ☐ | ☐ |
| Caseworker professionalism | ☐ | ☐ | ☐ | ☐ | ☐ |
| Caseworker responsiveness | ☐ | ☐ | ☐ | ☐ | ☐ |
| Impact of services on recovery | ☐ | ☐ | ☐ | ☐ | ☐ |
| Likelihood of recommending HSCVS | ☐ | ☐ | ☐ | ☐ | ☐ |
What Helped Most?
What Gaps Remain?
Form CW-MONTHLY-01 — Monthly Statistics Report
| Reporting Month / Year | |
| Prepared By | |
| Submission Date |
| Metric | Count / Value |
|---|---|
| Total Unduplicated Clients Served | |
| New Cases Opened | |
| Cases Closed | |
| Total Active Caseload | |
| Housing Services | |
| Benefits Navigation | |
| Financial / Referral / Advocacy Services | |
| Referrals Made | |
| Successful Referral Outcomes | |
| LTRG Cases Presented | |
| Estimated Value of Resources Leveraged |
Disaggregated Data
| Population | Served | New | Closed |
|---|---|---|---|
| Veterans | |||
| Seniors 65+ | |||
| Persons with Disabilities / AFN | |||
| General Population |
Form CW-AUDIT-01 — File Audit Checklist
| Required Item | Present? | Complete? | Notes |
|---|---|---|---|
| CW-CONSENT-01 signed and dated | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| CW-INTAKE-01 complete | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| Eligibility documentation on file | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| CW-PLAN-01 current and signed | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| Case notes up to date | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| Referral records documented | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| Service records documented | ☐ Yes ☐ No | ☐ Yes ☐ No | |
| Closure / follow-up records included | ☐ Yes ☐ No | ☐ Yes ☐ No |
| Auditor | |
| Audit Date | |
| Compliance Score |
Form CW-FOLLOWUP-01 — 6-Month Follow-Up Log
| Case Number | |
| Client Name | |
| Closure Date | |
| Follow-Up Date | |
| Contact Method | ☐ Phone ☐ Email ☐ In Person ☐ Other |
| Recovery Maintained? | ☐ Yes ☐ No |
| New Needs Identified? | ☐ Yes ☐ No |
| Referrals Functioning? | ☐ Yes ☐ No |
| Case Reopen Recommended? | ☐ Yes ☐ No |
Follow-Up Notes
Appendix B — Partner Agency & Referral Directory
This directory provides key contact information for partner agencies frequently used in HSCVS long-term recovery casework.
B.1 Federal Agencies
| Agency | Program | Contact Method | Services for Clients |
|---|---|---|---|
| FEMA | Individual Assistance / DCM | 1-800-621-FEMA | DisasterAssistance.gov | IHP, TSA, Direct Housing |
| Department of Veterans Affairs | Benefits & Healthcare | 1-800-827-1000 | VA.gov | Disability, pension, home loans, healthcare |
| HUD | CDBG-DR / Section 8 / HUD-VASH | 1-800-569-4287 | HUD.gov | Housing vouchers, CDBG-DR assistance |
| SBA | Disaster Loan Program | 1-800-659-2955 | SBA.gov/disaster | Low-interest disaster loans |
| Social Security Administration | SSI, SSDI, Survivors Benefits | 1-800-772-1213 | SSA.gov | Disability benefits, income support |
B.2 Nonprofit & VOAD Partners
| Organization | Specialty | Contact Method | Services Offered |
|---|---|---|---|
| American Red Cross | Emergency disaster relief | 1-800-RED-CROSS | RedCross.org | Emergency shelter, food, cleanup kits |
| Salvation Army | Emergency relief, case management | Local chapter | SalvationArmyUSA.org | Food, shelter, emotional care, financial aid |
| Habitat for Humanity | Home construction and repair | Local affiliate | Habitat.org | Home rebuilds for low-income homeowners |
| SBP (St. Bernard Project) | Disaster recovery home rebuilding | SBPusa.org | 504-304-3070 | Home rebuilds, AmeriCorps programs |
| United Way | Community resource coordination, 211 | 211 | UnitedWay.org | Resource referrals, emergency funds |
| Feeding America / Local Food Bank | Food assistance | FeedingAmerica.org | Local food bank | Emergency food, SNAP outreach |
| Legal Aid Organizations | Disaster legal services, housing law | State legal aid hotline | LAHotline.org | Landlord-tenant, insurance, FEMA appeals |
| Crisis Text Line / 988 Lifeline | Mental health crisis support | Text HOME to 741741 | Call/text 988 | Crisis counseling, suicide prevention |
Appendix C — FEMA Assistance Program Quick Reference
This quick reference guide summarizes key FEMA and federal disaster assistance programs relevant to HSCVS casework.
| Program | Eligibility | Max Amount / Timeline | Notes for Caseworkers |
|---|---|---|---|
| FEMA IHP — Housing Assistance (HA) | Owner or renter whose primary residence was damaged in a declared disaster and not covered by insurance | Up to $43,900; 18 months from declaration | Requires FEMA inspection and timely appeals |
| FEMA IHP — Other Needs Assistance (ONA) | Disaster-related personal property, transportation, medical, childcare, and other expenses | Up to combined FEMA limits; SBA application required first for some needs | ONA may be unlocked by SBA denial |
| FEMA TSA | Displaced homeowners and renters in eligible counties | Hotel costs paid directly; initially 14 days and extendable | Activated only for specific declarations and requires FEMA registration first |
| FEMA Direct Housing | Displaced households with no other housing options and an eligible site | Unit provided by FEMA; duration varies | Requires site inspection and utility hookups |
| SBA Disaster Home Loan | Homeowners and renters in declared disaster areas | Up to $500,000 real property and $100,000 personal property | All clients should apply before ONA is considered for some categories |
| HUD CDBG-DR | Low-to-moderate income households in approved recovery areas | Varies by state program | Requires income documentation and duplication-of-benefits analysis |
Duplication of Benefits: HSCVS must document all FEMA, SBA, insurance, and CDBG-DR assistance in the case file and review overlap before providing financial help.
Appendix D — Signature Page
This Standard Operating Procedure has been reviewed, approved, and authorized for implementation by the undersigned Heaven Sent Community Services and Veterans Assistance leadership.
| Role | Name & Title | Signature & Date |
|---|---|---|
| Chief Executive Officer | Joseph Ryan, CEO | |
| Director of Case Management | ||
| Compliance Officer | ||
| Program Director — Florida | ||
| Program Director — Mississippi | ||
| Program Director — Pennsylvania | ||
| Program Director — Louisiana |