FEMA 2026 July

Puerto Rico
Full Time
Mid Level

Position Overview 

We are seeking compassionate, resilient, and highly professional call center agents to support FEMA (Federal Emergency Management Agency) operations. 

In this role, you will handle inbound calls from individuals affected by disasters, providing critical support, guidance, and information about assistance programs. 

This is a high-impact role requiring empathy, emotional intelligence, and accuracy, as you will be assisting customers during stressful and life-changing situations. 

Key Responsibilities 

  • Handle incoming and outgoing calls related to disaster assistance cases 

  • Provide accurate information regarding:  

  • Relief programs 

  • Application status 

  • Documentation requirements 

  • Guide applicants through registration and process steps 

  • Verify and update sensitive personal information 

  • Document all interactions accurately in systems 

  • Handle emotionally distressed callers with empathy and professionalism 

  • Follow strict compliance and confidentiality guidelines 

  • Maintain productivity and quality standards 

Basic Qualifications 

  • Bilingual: English/Spanish (B2+ / C1 preferred) 

  • Previous customer service or call center experience preferred 

  • Strong communication and listening skills 

  • High attention to detail and accuracy 

  • Ability to handle sensitive and emotional situations 

  • Basic computer skills 

  • Flexibility with schedule 

Core Behavioral Traits 

High empathy (NON-negotiable) 

  • Can connect emotionally with people in distress 

  • Shows genuine care and patience 

Emotional stability 

  • Can handle:  

  • Crying customers 

  • Frustration 

  • Trauma-related conversations 

High sense of responsibility 

  • Understands the importance of accurate information 

  • Knows mistakes can affect real lives 

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