Outsourced Contact Center - Temporary Surge Support

The Federal Emergency Management Agency (FEMA), Individual Assistance Division's Service Delivery Branch, is seeking a fully managed and scalable contact center capable of handling fluctuating applicant call volumes during periods of surge disaster activity. The procurement includes data entry support, disaster survivor registration intake, and helpline call services delivered through a multi-award Blanket Purchase Agreement (BPA) structure. Key contractor requirements include the ability to rapidly deploy 100-400 U.S. citizen staff within 7 days, maintain a minimum of 25% Spanish/English bilingual agents, provide all telecommunications equipment and software, support telework operations, and achieve strict performance metrics including an 80% service level for calls answered within 20 seconds and a 95-100% answer rate. Contractors must complete comprehensive training programs totaling approximately 120 billable hours per agent and be prepared to operate from both CONUS and OCONUS locations including Puerto Rico, Guam, and the US Virgin Islands. The RFI response deadline is 3:00 PM Eastern Time on January 28, 2026, with questions due by 3:00 PM ET on January 14, 2026, and responses must be submitted to Contracting Officers Felicia Castillo and Demetria Carter at demetria.carter@fema.dhs.gov.

There is no set-aside designation for this procurement, and the solicitation does not identify any incumbent contractors. The anticipated period of performance begins June 21, 2026, structured as 30-day base periods plus three 30-day option periods totaling 120 days per call order, with historical surge support occurring in most years over the past decade and generating substantial call volumes—for example, 2024 produced 951,541 phone registrations across 56 disasters. While specific budget ranges are not disclosed in the RFI, the contract anticipates capability to handle up to 210,000 production hours per week during peak surge periods, with all costs including telecommunications equipment, software, and labor incorporated into fully-burdened hourly rates. FEMA anticipates selecting multiple awardees, with call orders issued via Request for Quote to BPA holders based on disaster magnitude, impact, and projected call volume, potentially resulting in overlapping call orders as multiple disasters occur simultaneously. The procurement is conducted under Federal Supply Schedule procedures using NAICS code 561422 (Telemarketing Bureaus and Other Contact Centers), and only Federal Supply Schedule contractors who submit a complete RFI response will be considered for subsequent formal solicitation.