Disaster Response Helpline Agent – Candidate Pipeline(TX, SC, NC, FL, GA, VA, PA, MI ONLY)

About the role

Frontline is preparing for potential upcoming disaster-response call orders and is building a pipeline of qualified candidates who may be considered for future Disaster Response Helpline Agent opportunities. Disaster-response needs can change quickly based on weather events, emergency declarations, and client needs. Building the pipeline in advance allows us to identify qualified candidates and complete required preliminary steps so we are prepared to move quickly when additional support is requested. This posting is for a candidate pipeline and does not guarantee immediate employment, placement, hours, or a specific start date.

Responsibilities

• Answering high volumes of inbound calls
• Assisting callers with disaster assistance applications and case-status questions
• Providing accurate information regarding available assistance, documentation requirements, and recovery resources
• Documenting caller interactions and case information accurately within secure systems
• Following established procedures and escalation processes
• Providing professional, patient, and empathetic support to callers who may be experiencing stressful situations

Qualifications

• Strong verbal communication and active-listening skills
• Excellent customer service skills
• Patience, empathy, and professionalism
• Strong computer and data-entry skills
• Ability to navigate multiple systems and applications simultaneously
• Strong attention to detail
• Dependable attendance
• Flexibility to support changing schedules based on call-order needs
• Potential availability for evenings, weekends, holidays, and extended hours during disaster activations
• Bilingual Spanish/English candidates are strongly encouraged to apply.

Requirements

Candidates interested in being considered for the submission list will be required to complete the applicable Homeland Security forms and documentation. Potential employment is contingent upon successful completion of the required Homeland Security background and suitability process. Completing the forms or being submitted for consideration does not guarantee employment or assignment to a future call order.

• Windows desktop computer only; Macs, Chromebooks, and laptop-only setups are not permitted
• Recent-generation Intel i5, i7, or i9 processor, or AMD Ryzen 5, 7, or 9
• 16 GB RAM with at least 12 GB usable
• Dual monitors
• High-quality USB headset
• Hardwired Ethernet connection at all times to maintain required performance standards and KPIs
• Candidates may be required to complete a technical review to verify that their equipment and internet setup meet Frontline requirements.

Important: Placement and employment will depend on future call-order needs and are contingent upon:

• Successful completion of Homeland Security background and suitability requirements
• Completion of all required onboarding documentation
• Meeting Frontline technical requirements
• Successful completion of required training and assessments
• Client and project staffing needs at the time of activation

Candidates who are interested in being considered for future disaster-response opportunities are encouraged to apply and complete the requested documentation so they can be reviewed for inclusion in the submission pipeline.