OC3

The Federal Emergency Management Agency is seeking to establish multi-award Blanket Purchase Agreements for comprehensive contact center support under NAICS code 561422 to assist during periods of high disaster activity. Contractors must be prepared to handle up to 175,000 production hours per week, with the ability to scale up to a maximum of 210,000 production hours per week at FEMA’s discretion. Production hours include time spent handling calls, being ready to take calls, after-call work, document validation, 30-minute pre-shift preparation, and direct coaching or training, but exclude any breaks exceeding 15 minutes, lunch, or other unproductive time. The contractor is required to provide a fully managed contact center with all staffing and operational costs included in a fully burdened agent hour or minute rate that accounts for overtime, overhead, and scalability needs. staffing requests are tracked in Full Time Equivalents, with each FTE defined as 40 production hours per week. The contract is classified under PSC Code R702 for Data Collection Support and will be performed primarily out of Denton, Texas. All costs associated with maintaining and scaling the contact center infrastructure, technology, personnel, training, and management are to be absorbed into the billed rate, with no additional cost reimbursement anticipated. The Federal Emergency Management Agency, under the Department of Homeland Security, has designated Felicia Castillo and Hailey Stork as primary and alternate points of contact, with Amy Connolly serving as the Small Business Specialist. The solicitation is currently in forecast stage, with no solicitation number assigned yet, and is intended to ensure rapid, reliable, and scalable support during national emergencies.