FEMA Didn’t Answer Thousands of Calls From Flood Survivors, Documents Show

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.

The details on the unanswered calls on July 6, which have not been previously reported, come as FEMA faces intense scrutiny over its response to the floods in Texas that have killed more than 120 people. The agency, which President Trump has called for eliminating, has been slow to activate certain teams that coordinate response and search-and-rescue efforts.

Asked for comment, a spokeswoman for the Department of Homeland Security who declined to be identified wrote in an email, “When a natural disaster strikes, phone calls surge, and wait times can subsequently increase. Despite this expected influx, FEMA’s disaster call center responded to every caller swiftly and efficiently, ensuring no one was left without assistance.”

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.