**Role & seniority: ** Contact Center Agent (entry-to-intermediate; no supervisory/management authority). Non-exempt; temporary/on-call, surge-driven. Reports to Program Manager.

**Location & work type: ** United States (remote). Must be physically located in the U.S./U.S. territory while taking calls. Temporary/on-call full-time during activations; shift times change with 48 hours’ notice; includes nights, weekends, federal holidays.

**Stack/tools: ** FEMA Windows-based tools and systems, NEMIS-IA (Windows-compatible database), Registration Intake, Helpline, Login.gov (identity verification), telephone systems, Microsoft Windows, MS Word/Excel, PDF documents, two-screen workstation setup.

**Top 3 responsibilities: **

Serve as the first point of contact for callers seeking FEMA disaster assistance registration support, prior registration questions, and program referrals.
Follow scripted interview processes and accurately enter caller information into NEMIS-IA while on the phone; limit after-call work to ~10 seconds (only if a call drops).
Meet performance requirements: average handle time targets (Registration Intake ~18–23 min; Helpline ~10–12 min), schedule adherence, and participate in quality monitoring/coaching.
Must-have skills:
- Strong English communication (reading/writing/verbal); ability to conduct empathetic, patient, tactful calls.
- Ability to foll

Full Description

Contact Center Agent

United States, United States (Remote)

Job Title: Contact Center Agent

Location: United States

Reports to: Program Manager

FLSA Status: Non-Exempt

Supervisory: No supervisory/management authority

Prepared Date: 9/15/2026

Position Type: Temporary / on-call, full-time during activation. Surge-driven; duration tied to disaster activity and the call order period of performance.

Work Schedule: Shift assignments include nights, weekends, and federal holidays. Shift times and weekly hours may change with 48 hours’ notice.

Work Location Requirement: Agent must be physically located within the United States or a U.S. territory (including Puerto Rico, Guam, and the U.S. Virgin Islands) at all times while taking calls.

A government contract requires that this position be restricted to U.S. citizens or legal permanent residents. You must provide documentation that you are a U.S. citizen or legal permanent resident to qualify.

The Contact Center Agent supports FEMA’s disaster-assistance mission by serving as a direct point of contact for individuals and businesses affected by disasters. Agents provide registration support, answer questions, deliver accurate information, and connect callers with appropriate resources while safeguarding sensitive information.

Compensation & Benefits

Starting Salary Range for Contact Center Agent: Pay commensurate with experience.

This position is covered by the Service Contract Act. The hourly rate is set at or above the applicable Department of Labor Wage Determination for the county of performance under occupational category 01000, Administrative Support and Clerical Occupations.

Benefits That Set Us Apart

When considering your next opportunity, compensation is only part of the picture. We offer a benefits package designed to invest in your future and support your life outside of work.

Highlights include

Up to a 6% 401(k) company match to help you build long-term financial security
Paid time off as part of our comprehensive benefits package, so you have the
flexibility to rest, recharge, and enjoy what matters most
Medical, dental, and vision insurance, plus prescription drug coverage
Basic life and AD&D insurance, with supplemental life options
Short-term and long-term disability coverage
Paid holidays
Employee Assistance Program (EAP)
Flexible Spending Account (FSA) and Health Savings Account (HSA) options
Professional development, training, and certification support
Voluntary benefits including accident, critical illness, and identity theft
protection

Because taking care of our employees isn’t just a promise, it’s part of who we are.

Benefits are subject to change and eligibility requirements apply.

Contact Center Agent Responsibilities Include

Serve as a direct point of contact for individuals and households registering
for federal disaster assistance, asking questions about a prior registration, or
seeking relief program referrals.
Conduct all calls with patience, tact, courtesy, and empathy to determine
caller needs and provide instructions or referrals.
Conduct a scripted interview and enter caller-provided information accurately
into FEMA’s Windows-compatible database (NEMIS-IA) while the survivor is on the
phone.
Complete all data entry while the survivor is on the line. A maximum of 10
seconds of after-call work is permitted, and only in the event a call drops.
Provide phone numbers and agency referrals for applicable secondary support
organizations and other disaster assistance providers.
Perform additional duties as assigned based on FEMA’s level of support to the
event, which may include Registration Intake, Helpline, Transitional Sheltering
Assistance, outbound calls, and document review.
Attend all scheduled pre-shift briefing sessions of up to 30 minutes at the
beginning of each shift to receive event-specific information on work
priorities, procedures, policies, and performance.

Meet established average handle time standards: Registration Intake 18 to 23 minutes; Helpline 10 to 12 minutes. Escalated and successive (Delta) calls may take longer.

Maintain schedule adherence and support interval service level requirements,
including availability to take calls throughout the assigned shift.
Participate in quality control monitoring and evaluation, including a minimum
of three evaluated calls or cases per week, and apply real-time coaching
feedback.
Performs other duties as may be assigned.

Contact Center Agent Basic Qualifications

Must be a U.S. citizen, at least 18 years old, and able to obtain and maintain
FEMA/DHS favorable suitability adjudication before beginning training or
call-handling duties.
Must have resided within the United States for at least three of the last five
years, as required for federal suitability adjudication.
Prior customer service, contact center, administrative, clerical, or other
public-facing support experience preferred, particularly in a high-volume,
fast-paced environment.
Proficiency using Microsoft Windows, Word, Excel, PDF documents, telephone
systems, and multiple computer applications, including two-screen workstations.
Must be able to successfully complete identity verification through Login.gov
in order to access FEMA tools and guidance requiring secure logins.
Must be able to pass E-Verify employment eligibility verification and provide
a Social Security card issued by the Social Security Administration.
High school diploma, GED, or equivalent.
Strong English reading, writing, and verbal communication skills; bilingual
agents must be fluent in English and Spanish.
Ability to follow detailed scripts, program guidance, job aids, reference
materials, and established procedures while maintaining accuracy.
Ability to navigate multiple Windows-based applications and FEMA systems while
conducting live telephone interviews and accessing reference materials
simultaneously.
Ability to accurately collect, enter, and review caller information; assess
needs; provide appropriate instructions and referrals; and address questions or
concerns within assigned authority.
Ability to safeguard PII, Sensitive PII, Sensitive But Unclassified, and For
Official Use Only information; maintain a secure workspace; and promptly report
suspected security or privacy incidents.
Prolonged periods of sitting at a desk and working on a computer; may
occasionally require standing or moving about the office for extended periods.
Must pass pre-employment qualifications of Cherokee Federal.

Preferred Qualifications

Spanish/English bilingual proficiency, including the ability to fluently
speak, read, and write in both languages.
Experience supporting disaster assistance, public assistance, health and human
services, insurance, benefits, or comparable public-facing assistance programs.
Experience using FEMA systems, NEMIS-IA, Registration Intake, Helpline,
Transitional Sheltering Assistance, or comparable case-management systems.
Experience working remotely in a secure, private home-office environment.
Demonstrated ability to meet quality, productivity, schedule-adherence, and
average-handle-time expectations in a contact center environment.

Contact Center Agent – Document Validation / Specialized Lines