Description

• Inbound Call Services
  • Registration Intake (RI): Process new reimbursement claims
  • Assistance Line (AL): Handle status inquiries for existing claims
• Document Validation (DV): Review and verify submitted documentation
• Staffing and Training
  • 25-50% bilingual staff capability
  • 678 candidates submitted for FEMA security clearance
  • 417 agents successfully completed FEMA training
  • Current headcount: 362 agents (as of September 2023)
• Schedule Adherence: Maintain 95% of a target of 2800 billable hours per day (350 scheduled agents x 8 hours per day)
• Quality Performance: Have a pass rate of 84% or higher on all Audits performed for each month
• Quality Attainment: Complete 3 Quality audits per agent per week
• Phone Service Level with 80% of incoming calls answered within 20 seconds