Disaster Relief

How Midtown Answered FEMA’s Call

Midtown routinely helped GDIT deliver Hurricane Disaster Relief support throughout the United States for the Federal Emergency Management Agency (FEMA). We provided FEMA with Call Center services in 2017, 2018, and 2020, helping millions of Americans recover from several devastating hurricanes.

Midtown’s engagement governance model is built to ensure a high level of service, proactively mitigate the risk of attrition, and provides end-to-end coverage from Midtown’s senior management to the onsite contact center employees. Governance activities that Midtown will follow includes:

  • Consistent reporting between Midtown and GDIT. We can comply with all reporting demands.
  • Development of communications plan for contact center employees that sets a high bar for interactions with the public and encourages internal collaboration.
  • Monitoring of contact center employees by Midtown to provide coaching and mitigate the risk of attrition. Midtown focuses on creating personal relationships so that employees respond to positive reinforcement—not punitive measures.

Midtown’s pool of Tier 1 and Tier 2 Call Center Agents are skilled in providing courteous customer service, as well as the empathy necessary to perform these crucial helpline services. In addition, our Project Managers are proficient in supervising call center staff both onsite and remotely, while capturing metrics to provide daily, weekly, and monthly reports regarding call volumes and requests for services.

From facilitating access to food and supplies, to filing claims to rebuild homes and businesses, our teams are experienced in delivering sensitive and authoritative communication to callers navigating a crisis.

In 2020

Midtown provided Call Center assistance remotely from Washington, DC; Waco, Texas; and Atlanta, Georgia— per the safety guidelines developed for COVID-19. This year not only saw the onset of the global pandemic, but one of the costliest Atlantic hurricane seasons on record. In fact, 2020 encountered so much hurricane activity, it exhausted the regular list of storm names. A total of 12 storms hit the continental United States in 2020, including five that came ashore in Louisiana.

Our remote agents responded to calls related to Hurricanes Hanna, Isaias, Marco, Sally, Delta, Zeta, and Laura. Causing over $60 billion worth of damage, this exceptional hurricane season affected people across Louisiana, Texas, the Carolinas, Alabama, Mississippi, and Florida.

Midtown completed FEMA’s 5-day security training and 1-day Certification to begin answering calls just one week after the project kick-off. Using our past FEMA call center experience, we were able to set up our Project Management Office, including Program Managers and Supervisors, in record time.

Midtown submitted 180 candidates for adjudication over a weekend and fully onboarded 140 agents just a few days later.

Through October and November, Midtown successfully provided a team of 140 skilled customer service representatives that were 50 percent bilingual in Spanish and English. This 2-month project ran 7 days a week, from 7:30 am to 6:00 pm EST, and we answered over 40,000 calls that helped connect people to disaster relief.

In 2018

We provided a set of Call Centers in Atlanta, Georgia and Waco, Texas, to field calls related to major Hurricanes Florence and Michael. These powerful and lengthy storms caused over $90 billion worth of damage in Virginia, Alabama, Georgia, and Florida, as well as the Carolinas where they experienced detrimental flooding.

Midtown completed FEMA’s 4-day security training and began answering calls just 2 weeks after the project kick-off. Using our past FEMA call center experience, we were able to set up our Project Management Office in half the time.

With 186 resources in Waco and 132 in Atlanta, Midtown successfully provided another team of skilled customer service professionals that were 50 percent bilingual in Spanish and English, and prepared to offer hope to those feeling hopeless. This 3-month project ran 7 days a week, from 6:30 am to 11:30 pm EST, and we answered over 118,000 calls that helped connect people to live-saving disaster relief.

In 2017

We managed Call Centers in Waco, Texas and Santa Ana, California to field calls related to Hurricanes Maria, Irma, and Harvey. This deadly cluster of storms caused over $278 billion worth of damage and affected people across the U.S. Virgin Islands, Puerto Rico, Texas, Louisiana, Florida and Georgia.

Providing a team that was 100 percent bilingual in Spanish and English, we were able to help FEMA provide victims with grants for basic repairs, temporary shelter, and assistance building a recovery plan.

With 145 resources answering calls in our Waco location and 138 resources serving Santa Ana, Midtown’s ramp-up, from recruitment to fingerprinting, took just 2 weeks. The entire Project Management Office, including our Project Managers scheduling daily coverage, was stood up in under a month.

From September to April, both locations ran from 6:30 am to 11:30 pm EST, 7 days a week. Our Disaster Relief team answered more than 200,000 calls over this 8-month project.

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