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FEMA Didn’t Answer Thousands of Calls From Flood Survivors, Documents Show
Two days after deadly Texas floods, the agency struggled to answer calls from survivors because of call center contracts that weren’t extended.
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After floods, hurricanes and other disasters, survivors can call FEMA to apply for different types of financial assistance. People who have lost their homes, for instance, can apply for a one-time payment of $750 that can help cover their immediate needs, such as food or other supplies.
On July 5, as floodwaters were starting to recede, FEMA received 3,027 calls from disaster survivors and answered 3,018, or roughly 99.7 percent, the documents show. Contractors with four call center companies answered the vast majority of the calls.
That evening, however, Ms. Noem did not renew the contracts with the four companies and hundreds of contractors were fired, according to the documents and the person briefed on the matter.
The next day, July 6, FEMA received 2,363 calls and answered 846, or roughly 35.8 percent, according to the documents. And on Monday, July 7, the agency fielded 16,419 calls and answered 2,613, or around 15.9 percent, the documents show.
Some FEMA officials grew frustrated by the lapse in contracts and that it was taking days for Ms. Noem to act, according to the person briefed on the matter and the documents. “We still do not have a decision, waiver or signature from the DHS Secretary,” a FEMA official wrote in a July 8 email to colleagues.