Cherokee Federal

Call Center Representative

• Serve as a direct point of contact for individuals and households registering for federal disaster assistance, asking questions about prior registrations, or seeking relief program referrals
• Conduct calls with patience, tact, courtesy, and empathy to determine caller needs and provide instructions or referrals
• Conduct scripted interviews and accurately enter caller-provided information into FEMA’s Windows-compatible NEMIS-IA database
• Complete data entry while the survivor is on the line; perform no more than 10 seconds of after-call work if a call drops
• Provide phone numbers and agency referrals for secondary support organizations and disaster assistance providers
• Perform additional duties based on FEMA’s support level, including Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review
• Attend scheduled pre-shift briefings of up to 30 minutes
• Meet average handle time standards of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline
• Maintain schedule adherence and interval service-level requirements
• Participate in quality-control monitoring and evaluation, including at least three evaluated calls or cases per week
• Apply real-time coaching feedback
• Perform other assigned duties

Contact Center Agent – Helpline, Tier 2

• Serve as a direct point of contact for individuals and households registering for federal disaster assistance or seeking referrals
• Conduct calls with patience, tact, courtesy, and empathy to determine caller needs
• Conduct scripted interviews and accurately enter caller information into FEMA’s NEMIS-IA database
• Complete data entry while the survivor is on the line, with a maximum of 10 seconds of after-call work if a call drops
• Provide phone numbers and agency referrals for secondary support organizations and disaster assistance providers
• Perform Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review as assigned
• Attend scheduled pre-shift briefings of up to 30 minutes
• Meet average handle-time standards of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline
• Maintain schedule adherence and interval service-level requirements throughout assigned shifts
• Participate in quality-control monitoring and evaluation, including at least three evaluated calls or cases per week
• Apply real-time coaching feedback
• Perform other duties as assigned

Contact Center Agent – Registration Intake

Security Engineer

• Assess MARAD systems in Initial Authorization, Reauthorization, or Continuous Monitoring Assessment states
• Provide annual assessment support to NSMV and MARAD CIO programs, including on-site evaluations at the Philadelphia shipyard and other locations
• Conduct independent assessments of MARAD information systems using DOT security authorization processes
• Review system documentation, privacy requirements, and data to develop assessment plans and schedules supporting ATO dates
• Review and establish annual assessment schedules
• Identify noncompliance and recommend mitigation strategies
• Validate and verify information-system security requirements
• Conduct comprehensive assessments of management, operational, and technical security controls and enhancements
• Execute and analyze network and system assessments
• Develop Security Assessment Plans and Security Assessment Reports compliant with NIST SP 800-53A and NIST SP 800-37
• Define assessment scope, controls, methods, sampling, schedules, staff, endpoints, inventories, and control status in SAPs
• Collect and catalog supporting evidence such as documents, screenshots, scanning reports, and interview notes
• Develop SARs documenting findings and control implementation evidence
• Develop and update qualitative Risk Assessment Reports compliant with NIST SP 800-30
• Develop recommendation reports supporting POA&M development
• Prepare executive summaries and presentations covering assessment activities, findings, risks, and mitigation recommendations
• Enter assessment data into the CSAM database
• Provide presentations, reports, evaluations, reviews, meeting minutes, and working papers as requested by the COR
• Apply MARAD and DOT assessment and authorization guidance and policies
• Collaborate with the designated ISSM
• Perform other job-related duties as assigned

Senior Security Controls Assessor

Salesforce Consultant

• Lead end-to-end Salesforce implementations across Public Sector Solutions, Service Cloud, Sales Cloud, Marketing Cloud, and Nonprofit Cloud
• Provide technical and functional leadership to cross-functional project teams
• Mentor junior consultants
• Contribute to internal best practices, accelerators, and solution frameworks
• Design and implement automation using Flow, Approval Processes, Einstein features, and other declarative tools
• Optimize business processes to reduce manual work and improve operational efficiency
• Ensure automation is scalable, maintainable, and aligned with governance and compliance standards
• Partner with stakeholders to validate designs through prototypes and iterative feedback cycles
• Facilitate discovery sessions and stakeholder workshops
• Capture business, functional, and technical requirements
• Translate requirements into solution designs, user stories, and implementation roadmaps
• Advise stakeholders on Salesforce platform capabilities, architecture, and optimization opportunities
• Design scalable data and security models and automation frameworks aligned to federal requirements
• Configure and customize Salesforce using declarative tools and best-practice architecture patterns
• Perform other job-related duties as assigned