Two days after catastrophic floods roared through Central Texas, the Federal Emergency Management Agency did not answer nearly two-thirds of calls to its disaster assistance line, according to documents reviewed by The New York Times.
The lack of responsiveness happened because the agency had fired hundreds of contractors at call centers, according to a person briefed on the matter who spoke on the condition of anonymity in order to discuss internal matters.
The agency laid off the contractors on July 5 after their contracts expired and were not extended, according to the documents and the person briefed on the matter. Kristi Noem, the homeland security secretary, who has instituted a new requirement that she personally approve expenses over $100,000, did not renew the contracts until Thursday, five days after the contracts expired. FEMA is part of the Department of Homeland Security.
After floods, hurricanes and other disasters, survivors can call FEMA to apply for different types of financial assistance. People who have lost their homes, for instance, can apply for a one-time payment of $750 that can help cover their immediate needs, such as food or other supplies.
On July 5, as floodwaters were starting to recede, FEMA received 3,027 calls from disaster survivors and answered 3,018, or roughly 99.7 percent, the documents show. Contractors with four call center companies answered the vast majority of the calls.
That evening, however, Ms. Noem did not renew the contracts with the four companies and hundreds of contractors were fired, according to the documents and the person briefed on the matter.
The next day, July 6, FEMA received 2,363 calls and answered 846, or roughly 35.8 percent, according to the documents. And on Monday, July 7, the agency fielded 16,419 calls and answered 2,613, or around 15.9 percent, the documents show.