Customer Service Representative – FEMA Training Support

Overview:

Clearance: Active Public Trust (FEMA suitability background investigation required)
Citizenship: U.S. Citizen
Location: Emmitsburg, Maryland (National Emergency Training Center – NETC Campus)
Contract Type: Full-Time
Job Posting Active Until: Open until filled
Annual Salary Range: $50,000 – $80,000 per year

INTECON is seeking highly motivated Customer Service Representatives (CSRs) to support the Federal Emergency Management Agency (FEMA) through its National Disaster & Emergency Management University (NDEMU) and Independent Study Program (ISP). This program is part of FEMA’s Emergency Management Institute (EMI), which delivers free, nationwide emergency-management training to millions of students annually.

The CSR team provides training records, transcripts, and learner support services that ensure accurate student data management and responsive public engagement. Ideal candidates have experience supporting FEMA, the U.S. Department of Homeland Security (DHS), or other federal training and education programs, and hold an active or recently adjudicated Public Trust clearance.

Key Duties & Responsibilities

• Provide first-line customer assistance by phone, email, and web portal for students, officials, and partners accessing FEMA’s training programs.
• Use the Independent Study Database System (ISDBS), a FEMA-managed Microsoft SQL-based database, to research, update, and reconcile student records.
• Process transcript and course-completion requests while ensuring compliance with the Privacy Act of 1974 and Personally Identifiable Information (PII) safeguarding requirements.
• Support the reconciliation of duplicate Student Identification Numbers (SIDs) and maintain accurate records within ISDBS.
• Verify and fulfill Group Verification Requests for organizations requiring proof of course completion.
• Respond to inquiries in accordance with FEMA service-level standards, documenting each interaction accurately.
• Assist in updating and following FEMA Standard Operating Procedures (SOPs) for record processing, correspondence, and quality assurance.
• Coordinate with the Contracting Officer’s Representative (COR) and team leads to identify trends, escalate technical issues, and recommend process improvements.
• Participate in required FEMA training, including Operations Security (OPSEC), Insider Threat Awareness, and Information Technology (IT) security modules.

Required Qualifications

• Active FEMA Public Trust clearance (Moderate Risk) or ability to obtain prior to start.
• U.S. citizenship required.
• High-school diploma or equivalent; associate degree preferred.
• One (1) to three (3) years of customer-service experience, preferably supporting a federal education or training environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Strong verbal and written communication skills with proven ability to provide courteous, accurate, and timely support.
• Ability to manage high inquiry volumes, prioritize workload, and maintain attention to detail under deadlines.
• Commitment to confidentiality and compliance with FEMA records-management and data-protection policies.

Desired/Preferred

• Prior experience supporting FEMA, DHS, or other federal education/training or call-center programs.
• Familiarity with FEMA’s Independent Study Database System (ISDBS) or similar Learning Management Systems (LMS).
• Experience in academic registrar, transcript, or records-management operations.
• Bilingual communication skills (English/Spanish) preferred.

Tools & Technologies

• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• FEMA Independent Study Database System (ISDBS).
• Microsoft Teams, SharePoint, and other collaboration or ticketing platforms.

Security Clearance

Clearance Level: FEMA Public Trust adjudication required (Moderate Risk).

Benefits

• Comprehensive Group Health Plans (Medical, Dental, and Vision).
• Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
• Flexible Spending Accounts and Supplemental Plans Available.
• Company-paid Training and Professional Development Programs.
• Generous Paid Time Off, Holiday Pay, and Sick Leave.
• 401(k) Retirement Plan with Company Match.
• Critical Illness and Accident Insurance.
• Employee Assistance Program (EAP).

About INTECON

INTECON (Integrity Consulting), founded in 1999, is a wholly owned subsidiary of Aspetto, Inc. Aspetto is a leading product and technology firm specializing in strategic enterprise life-cycle support for federal and defense clients.

With expertise in the acquisition, design, deployment, and sustainment of Federal and Department of Defense (DoD) technical and tactical systems, Aspetto has made a significant impact since its inception in 2008.

As an 8(a) and ISO 9001:2015 certified company, and a four-time INC. 5000 awardee, Aspetto offers comprehensive capabilities including Enterprise IT and Cloud Technologies, Software Development and Cybersecurity, Data and Analytics, Intelligence and Professional Services, Logistics, and Tactical Equipment.
Together, Aspetto and INTECON drive innovation, uphold quality standards, and demonstrate an unwavering commitment to our nation’s security.

INTECON is an Equal Opportunity Employer committed to diversity and inclusivity. We uphold the principle of Equal Pay for Equal Work, without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or any other protected characteristic.

We welcome qualified applicants from all backgrounds and strive to create a workplace where everyone feels valued and respected.