Temporary Caller Services

Added: Sep 09, 2017 10:16 am

FEMA has an immediate nation-wide requirement for Temporary Caller Services Surge Support on a continuous basis (24/7/365) to support its disaster relief operations in direct support of Hurricane Harvey. On August 25, 2017, the president approved an Expedited Major Disaster Declaration (FEMA-4332-DR-TX) for the state of TX. IA and PA have already been approved for 18 counties, with an additional county receiving an approval for just PA. While not dispositive for Federal assistance, the Governor of Texas declared a State of Disaster for 50 counties on August 26, 2017. Hurricane Harvey caused historic damage to the affected areas, including the Houston metropolitan area, Southeast Texas, and Louisiana. FEMA responded immediately, deploying resources across the affected areas. By the morning of August 31, 2017, more than 325,000 people had applied for federal disaster assistance, with $57 million paid out by that point. Over 37,000 people were in emergency shelters, and an additional 8,000 families moved to 9,000 hotel rooms. To help meet these surging demands, FEMA acquired a Turnkey Call Center with 2,696 private sector temporary employees to serve as call agents and augment the three Recovery Service Centers (RSCs) located in Texas, Maryland, and Virginia. Because FEMA is deflecting over 100,000 calls per day, 550 additional call agents are also required to augment the three RSCs.