Disaster Response Helpline Agent – Candidate Pipeline
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Job Description
Remote disaster-response helpline agent supporting disaster-affected callers with applications, case status, and recovery resources. Building a qualified pipeline for Frontline’s future emergency call orders.
Responsibilities:
- Answer high volumes of inbound calls
- Assist callers with disaster assistance applications and case-status questions
- Provide accurate information about available assistance, documentation requirements, and recovery resources
- Document caller interactions and case information accurately within secure systems
- Follow established procedures and escalation processes
- Provide professional, patient, and empathetic support to callers affected by disasters or emergencies
- Complete a technical review if required to verify equipment and internet setup
- Support future disaster-response call orders based on client and project staffing needs
Requirements:
- 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
- Successful completion of applicable Homeland Security forms and documentation
- Successful completion of Homeland Security background and suitability process
- 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
- Successful completion of required training and assessments
- Completion of all required onboarding documentation
Benefits:
- Potential future employment opportunities
- Flexible scheduling based on call-order needs
- Remote work arrangement
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