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Job description
Disaster Response Helpline AgentFrontline 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 OverviewDisaster 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 callsAssisting callers with disaster assistance applications and case-status questionsProviding accurate information regarding available assistance, documentation requirements, and recovery resourcesDocumenting caller interactions and case information accurately within secure systemsFollowing established procedures and escalation processesProviding professional, patient, and empathetic support to callers who may be experiencing stressful situationsCandidate QualificationsCandidates should have:Strong verbal communication and active-listening skillsExcellent customer service skillsPatience, empathy, and professionalismStrong computer and data-entry skillsAbility to navigate multiple systems and applications simultaneouslyStrong attention to detailDependable attendanceFlexibility to support changing schedules based on call-order needsPotential availability for evenings, weekends, holidays, and extended hours during disaster activationsBilingual Spanish/English candidates are strongly encouraged to apply.Homeland Security Submission RequirementsCandidates 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 SetupCandidates must also meet Frontline's technical requirements before being approved for placement:Windows desktop computer only; Macs, Chromebooks, and laptop-only setups are not permittedRecent-generation Intel i5, i7, or i9 processor, or AMD Ryzen 5, 7, or 916 GB RAM with at least 12 GB usableDual monitorsHigh-quality USB headsetHardwired Ethernet connection at all times to maintain required performance standards and KPIsCandidates may be required to complete a technical review to verify that their equipment and internet setup meet Frontline requirements.ImportantPlacement and employment will depend on future call-order needs and are contingent upon:Successful completion of Homeland Security background and suitability requirementsCompletion of all required onboarding documentationMeeting Frontline technical requirementsSuccessful completion of required training and assessmentsClient and project staffing needs at the time of activationCandidates 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.
Worksite address
orlando, FL, 32801, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.