Outsourced Contact Center - Temporary Surge Support
Key Dates
Due Date
-
Posted Date
-
Agency & Value
Agency
REGION 9: EMERGENCY PREPAREDNESS AN
Contract Value
Not provided
Codes & Classification
Solicitation Number
70FBTX26I00000001
NAICS
561422 - Telemarketing Bureaus and Other Contact Centers
Classification Code
R702
Additional Details
Documents4
The Department of Homeland Security (DHS), through the Federal Emergency Management Agency (FEMA) Individual Assistance Division’s Service Delivery Branch, has issued a Sources Sought notice seeking information from qualified contractors capable of providing outsourced contact center services for temporary surge support. This procurement activity is intended to establish a fully managed and scalable contact center solution that can efficiently and accurately handle fluctuating volumes of applicant calls during periods of increased disaster activity. The primary objective is to ensure the rapid and effective routing and processing of calls, including data entry support for individuals directly impacted by disasters.
The scope of this requirement encompasses the provision of a contact center that can quickly scale operations in response to disaster-related surges, maintaining high standards of accuracy and efficiency in applicant interactions. Key deliverables include the management of inbound call volume, precise data entry, and support functions that directly assist FEMA’s disaster response efforts. The contractor will be expected to demonstrate the capability to adapt to variable demand and provide seamless service continuity during critical periods.
This notice is classified under NAICS Code 561422 (Telemarketing Bureaus and Other Contact Centers), with the place of performance designated as the United States. The procurement is being managed by FEMA’s Region 9 Emergency Preparedness Office, a federal entity within the Department of Homeland Security. The primary points of contact for this opportunity are Felicia Castillo ([email protected]) and Demetria Carter ([email protected]), both serving as Contracting Officers.
Interested parties are required to submit a complete response to the Request for Information (RFI) to be considered for any subsequent solicitation. Responses must be submitted electronically to the designated contacts no later than 3:00 PM Eastern Time on January 28, 2026. Any questions regarding the RFI must be submitted by 3:00 PM ET on January 14, 2026. The notice references a draft Performance Work Statement and additional RFI documentation, which provide further detail on the expected scope and requirements.
This is a Sources Sought notice, not a solicitation, and is intended to gather information from potential vendors to inform future procurement actions. There are no set-aside requirements or special considerations specified in the notice at this stage. Contractors with experience in managing large-scale, flexible contact center operations—particularly those with a track record of supporting emergency or disaster response activities—are encouraged to review the attached documents and consider submitting a response.
For further information and to access the full notice and attachments, interested parties should refer to the official posting on SAM.gov (Opportunity ID: 621a9d40fe984b71a79d43e64db907dd).