Inadequate Communication From FEMA: Thousands of Calls From Texas Flood Victims Remain Unanswered
In the midst of the severe Texas floods, a significant drop in the responsiveness of the Federal Emergency Management Agency's (FEMA) disaster assistance line was observed after July 5, 2025. This decline was primarily attributed to FEMA's decision not to renew contracts with four call center companies, resulting in the dismissal of hundreds of call center contractors on July 5.
On July 5, FEMA managed to answer approximately 99.7% of the 3,027 calls received from disaster survivors. However, following the dismissal of contractors that evening due to the expiration of contracts and their non-renewal, the response rate plummeted dramatically. On July 6, FEMA answered only about 35.8% of the 2,363 calls, and by July 7, despite a surge to 16,419 calls, FEMA responded to just 15.9%.
This drop in responsiveness severely impacted FEMA's ability to provide timely assistance during a critical window following the floods. The cost-control policy, which required personal approval for expenses over $100,000 by Homeland Security Secretary Kristi Noem, delayed contract renewals and resources deployment, exacerbating the reduction in service capacity and response rate.
The aftermath of this drop in responsiveness coincided with delays in activating search-and-rescue teams and wider criticism of FEMA's disaster response management. The lack of responsiveness at FEMA's disaster assistance line occurred on July 6, a fact that has not been previously reported.
It is important to note that FEMA staff will be available at eight local libraries to assist residents affected by wildfires from January 12 to January 13. However, the current FEMA leader, Mr. Richardson, has not made any public appearances since his appointment on May 8. Mr. Richardson does not have a background in emergency management.
Moreover, there have been reports of threats against FEMA responders in North Carolina, leading to a temporary pause in aid. The details of any potential misinformation about responses to recent storms have not been previously reported.
In summary, the table below demonstrates the sequence of events leading to the drop in call center responsiveness:
| Date | Calls Received | Calls Answered | Response Rate | Key Reason for Drop | |------------|----------------|----------------|----------------|-----------------------------------------| | July 5 | 3,027 | 3,018 | 99.7% | Contractors still active, contracts in place | | July 6 | 2,363 | 846 | 35.8% | Contracts expired, no renewal, contractors fired | | July 7 | 16,419 | 2,613 | 15.9% | Continued contract lapse, contractor shortage |
This sequence shows how the abrupt firing of contractors and contract management decisions directly caused a sharp drop in call center responsiveness and overall disaster assistance call answering capabilities during a critical disaster relief period.
- The drop in FEMA's disaster assistance line responsiveness, which occurred on July 6 and was not previously reported, coincided with delays in activating search-and-rescue teams and wider criticism of FEMA's disaster response management.
- Events such as search-and-rescue operations and other community news were significantly impacted by the drop in FEMA's call center responsiveness, as the agency answered only about 35.8% of the calls on July 6.
- The policy-and-legislation requiring personal approval for expenses over $100,000 by Homeland Security Secretary Kristi Noem delayed contract renewals and resources deployment, exacerbating the reduction in service capacity and response rate.
- Beyond the drop in call center responsiveness, general-news and crime-and-justice concerns have arisen in relation to threats against FEMA responders in North Carolina, leading to a temporary pause in aid. The details of any potential misinformation about responses to recent storms have not been previously reported.
