Contact Center Agent – Registration Intake

About this role

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,…