Outsourced Contact Center - Temporary Surge Support

AMENDMENT INTERESTED PARTIES: A COMPLETE RFI RESPONSE IS REQUIRED TO BE CONSIDERED FOR ANY SEBSEQUENT SOLICITATION The Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), Individual Assistance Division’s Service Delivery Branch, requires a fully managed and scalable Contact Center that is responsible for the accurate and efficient routing and processing of fluctuating applicant call volume during periods of surge disaster activity including (but not restricted to) performance of data entry for individuals in direct support of disaster effort.

Interested contractors shall submit their RFI responses electronically to Felicia Castillo, Contracting Officer, at felicia.castillo@fema.dhs.gov and Demetria Carter, Contracting Officer, at demetria.carter@fema.dhs.gov no later than 3:00PM Eastern Time (ET), January 28, 2026. Questions regarding this RFI are due no later than 3:00PM ET January 14, 2026. Attachment 1 - Performance Work Statement (draft) Attachment 2 - Request For Information