Customer Service Rep 1

Position Summary:

The FEMA Call Center Customer Service Representative (CSR) serves as a direct telephone point of contact for individuals registering for federal disaster assistance, callers seeking information about a prior registration, and individuals seeking referrals to disaster relief programs and other assistance providers. The CSR conducts customer interactions with patience, tact, courtesy, and professionalism; determines the caller's needs; provides approved instructions and referrals; and accurately enters information into FEMA-approved computer systems while following a scripted interview process.

The CSR performs work in direct support of FEMA's Individual Assistance mission during periods of disaster activity. Depending on the applicable Call Order, assigned duties may include Registration Intake (RI), Basic Helpline (HL), Transitional Sheltering Assistance (TSA), outbound calling, document review or validation, case-related support, and referrals to other disaster assistance providers.

Essential Duties & Responsibilities:

- Serve as a direct point of contact for disaster survivors and other callers seeking federal assistance, registration services, status information, or referrals.

- Conduct every call with patience, tact, courtesy, empathy, and professionalism.

- Listen actively and determine the caller's needs using approved procedures and scripts.

- Provide accurate instructions, information, telephone numbers, and referrals based on current FEMA-approved guidance.

- Conduct scripted interviews and collect required information from callers.

- Accurately enter caller-provided information into FEMA's Windows-compatible database or other FEMA-approved systems.

- Complete required data entry and other call-agent work while the caller is on the telephone, except for limited after-call work permitted by the contract.

- Perform Registration Intake (RI) duties when assigned.

- Perform Basic Helpline (HL) duties when assigned, including assisting callers with questions concerning prior registrations.

- Perform Transitional Sheltering Assistance (TSA) or other specialized lines of business when authorized and trained.

- Conduct outbound calls when assigned.

- Perform document review, document validation, or other specialized processing functions when assigned and trained.

- Provide referrals to appropriate secondary support organizations and other disaster assistance providers.

- Attend required pre-shift meetings and briefings and remain current on event-specific information, priorities, procedures, and policy changes.

- Follow FEMA-approved scripts, job aids, Standard Operating Procedures, work instructions, and supervisor direction.

- Maintain required availability and readiness to receive calls during assigned production periods.

- Meet applicable customer service, quality, productivity, attendance, schedule-adherence, and call-handling standards.

- Participate in quality monitoring, coaching, calibration, remedial training, and performance-improvement activities.

- Immediately report system, security, privacy, technical, or operational issues through established CRI procedures.

- Perform other related duties assigned in response to FEMA's level of support and the requirements of the applicable Call Order.

Security, Privacy, & Protection of Information:

- Protect FEMA Personally Identifiable Information (PII), Sensitive but Unclassified (SBU) information, and other protected information always.

- Access FEMA information only when authorized and when access is necessary to perform assigned duties.

- Do not retain PII or other information from calls outside authorized FEMA systems and procedures.

- Do not create or retain handwritten or electronic notes containing caller PII unless expressly authorized by the contract and applicable procedures.

- Immediately destroy any permitted temporary notes in accordance with FEMA requirements.

- Do not discuss or expose FEMA caller information t