Remote Call Center Specialist with FEMA Experience

DIANE M CONYERS

** ********* ******

Charlestown, RI 02813

718-***-**** (Cell)

*********@*****.***

PROFESSIONAL EXPERIENCE

*/*/** – Pres FEMA RESERVIST – INDIVIDUAL ASSISTANCE CADRE

Housing Unit Crew Lead (HUCL) Trainee serving as an Applicant Services Program Specialist

05/27/2025 – 8/3/2025 DR 4865AR and 4873AR

Served as the crew lead for the positions detailed immediately below for two disasters in Arkansas.

12/26/2024 - 3/6/2025 DR 4829 SC

08/24/2024 –10/08/24 DR 4798 TX

05/03/2024 – 8/23/24 DR 4784 OK

As part of the Individual Households Program, worked at the call center reaching out to and accepting calls from survivors who registered for assistance to ensure that they were getting all the aid that they were entitled to based on current regulations. Provided eligible survivors with information on how to get additional assistance. Made referrals to supervisors to expedite aid. Completed all classroom requirements for the HUCL position. (Crew Lead see above). Documented all activities in a number of computer programs.

11/28/23 – 2/10/2024 DR 4748 IL

Worked at a Disaster Recovery Center to provide customer service to assist survivors in registering for aid as well as preparing appeals. Made referrals to State, local and non-government resources and provided updates on application status. Documented activities in 2 separate computer programs.

11/26/22 – 8/23/23 DR 4673 FL

9/28/21 – 10 28/22 DR 4611 LA

As a member of the Direct Housing team, served as a vendor liaison between FEMA and the contractors who were obtaining rental housing units on FEMA’s behalf for survivors. Reached out to survivors to see if interested in this direct housing program Tracked the status of background checks and property inspections to ensure timely placement of survivors into the units. Prepared all documents related to the licensing of applicants that were ready to move into the units. Followed up on any complaint or concerns of contractors or survivors to ensure compliance with regulations Coordinated with other units as necessary. Track all activities. Documented all activities on both the FEMA housing program as well as an excel tracker.

4//21-7/1/2001: FEMA DR 4505 RI Local Hire

Served as a member of the non-medical vaccination support staff at three FEMA supported CVCs in Rhode Island Greeted, guided, and assisted individuals that enter the CVC. Entered data into an automated tracking system and provide other basic administrative support. Used Microsoft Office computer software support administrative assignments. Observed individuals for post-vaccination adverse reactions. Sought help for them as needed.

2/2016– 4/2021 Retired Various volunteer activities

Retired from a career in Hospital based law and risk management, the majority of which was either as Director of Risk Management in various hospitals in the New York City Health and Hospitals Corporation or as an attorney in the Office of Legal Affairs overseeing and negotiating settlements in major malpractice cases. Also worked as Associate Counsel and Director of Risk Management at a private hospital in New York City. Oversaw outside counsel management of legal cases, assisted in the preparation for Joint Commission, Federal and State review. Conducted in-services for the professional staff on HIPAA, documentation, risk reduction strategies and quality reviews of care. Investigated patient complaints, personnel issues and adverse incidents. Served on several hospital committees including Ethics, Institutional Review Board and Behavioral Health.

Used many different computer programs including medical record systems, incident management systems as well as Excel, Word and Power Point.

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