Contact Center Agent – Helpline (Tier 1)
Location: United States (Remote). Reports to: Program Manager. Position Type: Temporary / on-call, full-time during activation. Surge-driven; duration tied to disaster activity and the call order period of performance. 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.
About the role
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.
Cherokee Federal, the federal contracting division of Cherokee Nation Businesses, modernizes aging systems, delivers care where it’s needed most, and keeps missions supplied, staffed, and moving across defense, intelligence, and civilian agencies. For more than 60 federal clients, we take on the work others won’t, and deliver where it counts.
Responsibilities
- 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.