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, enter, and review caller information; assess
needs; provide appropriate instructions and referrals; and address questions or
concerns within assigned authority.
• Ability to safeguard PII, Sensitive PII, Sensitive But Unclassified, and For
Official Use Only information; maintain a secure workspace; and promptly report
suspected security or privacy incidents.
• Prolonged periods of sitting at a desk and working on a computer; may
occasionally require standing or moving about the office for extended periods.
• Must pass pre-employment qualifications of Cherokee Federal.
Preferred Qualifications:
• Spanish/English bilingual proficiency, including the ability to fluently
speak, read, and write in both languages.
• Experience supporting disaster assistance, public assistance, health and human
services, insurance, benefits, or comparable public-facing assistance programs.
• Experience using FEMA systems, NEMIS-IA, Registration Intake, Helpline,
Transitional Sheltering Assistance, or comparable case-management systems.
• Experience working remotely in a secure, private home-office environment.
• Demonstrated ability to meet quality, productivity, schedule-adherence, and
average-handle-time expectations in a contact center environment.
Company Information:
Behind every government mission stands skilled, mission-driven talent: people
whose expertise and dedication turn complex challenges into successful outcomes.
Cherokee Federal, the federal contracting division of Cherokee Nation
Businesses, is that team. We modernize aging systems, deliver care where it’s
needed most, and keep 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. If that’s the kind of
work you’re looking for, you’ve found your team. Learn more at
cherokee-federal.com.
#CherokeeFederal #LI-AP1
Cherokee Federal is a military friendly employer. Veterans and active military
transitioning to civilian status are encouraged to apply.
Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please
visit cherokee-federal.com/careers for information regarding our Affirmative
Action and Equal Opportunity Employer Statement, and Accommodation request.
Many of our job openings require access to government buildings or military
installations.
Compliance Notices
Cherokee Federal is a federal contractor subject to the Vietnam Era Veterans’
Readjustment Assistance Act (VEVRAA). As required by VEVRAA, we take affirmative
action to employ and advance in employment qualified protected veterans.
Protected veterans are encouraged to self-identify during the application
process.
Cherokee Federal takes affirmative action to employ and advance in employment
qualified individuals with disabilities in compliance with Section 503 of the
Rehabilitation Act. Qualified individuals with disabilities are encouraged to
self-identify during the application process.
Reasonable accommodations are available to qualified individuals with
disabilities or those with sincerely held religious beliefs. To request an
accommodation in the application or interview process, please contact Human
Resources at careers@cherokee-federal.com.