Disaster Response Helpline Agent – Candidate Pipeline(TX, SC, NC, FL, GA, VA, PA, MI ONLY)

Frontline is preparing for potential upcoming disaster-response call orders and is building a pipeline of qualified candidates who may be considered for future Disaster Response Helpline Agent opportunities.

Disaster-response needs can change quickly based on weather events, emergency declarations, and client needs. Building the pipeline in advance allows us to identify qualified candidates and complete required preliminary steps so we are prepared to move quickly when additional support is requested.

This posting is for a candidate pipeline and does not guarantee immediate employment, placement, hours, or a specific start date.

Position Overview

Disaster Response Helpline Agents provide customer service support to individuals and families impacted by disasters or emergencies. Depending on the call order, responsibilities may include:

Answering high volumes of inbound calls

Assisting callers with disaster assistance applications and case-status questions

Providing accurate information regarding available assistance, documentation requirements, and recovery resources

Documenting caller interactions and case information accurately within secure systems

Following established procedures and escalation processes

Providing professional, patient, and empathetic support to callers who may be experiencing stressful situations

Candidate Qualifications

Candidates should have:

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.

Homeland Security Submission Requirements

Candidates interested in being considered for the submission list will be required to complete the applicable Homeland Security forms and documentation.

Potential employment is contingent upon successful completion of the required Homeland Security background and suitability process.

Completing the forms or being submitted for consideration does not guarantee employment or assignment to a future call order.

Required Technical Setup

Candidates must also meet Frontline's technical requirements before being approved for placement:

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 to maintain required performance standards and KPIs

Candidates may be required to complete a technical review to verify that their equipment and internet setup meet Frontline requirements.

Important

Placement and employment will depend on future call-order needs and are contingent upon:

Successful completion of Homeland Security background and suitability requirements

Completion of all required onboarding documentation

Meeting Frontline technical requirements

Successful completion of required training and assessments

Client and project staffing needs at the time of activation

Candidates who are interested in being considered for future disaster-response opportunities are encouraged to apply and complete the requested documentation so they can be reviewed for inclusion in the submission pipeline.