FEMA Appeals Program Implementation by SBP

This document is a case study detailing the implementation of the FEMA Appeals Program by SBP, a non-profit organization focused on disaster recovery. Founded in New Orleans, SBP aims to expedite recovery for communities affected by disasters. The case study outlines the challenges faced by disaster survivors in navigating FEMA's complex appeals process, particularly after reports of high rejection rates for assistance applications. To address these challenges, SBP partnered with TTEC Digital and AWS to create a remote disaster assistance contact center utilizing Amazon Connect. This solution allows survivors nationwide to access support through a single toll-free hotline, facilitating the appeals process. The document highlights the initial success of the program, which helped over 200 survivors secure additional FEMA funding in its first year. It also discusses the integration of Salesforce Nonprofit Cloud, enabling agents to efficiently assist callers by accessing relevant information during interactions. The case study concludes with the anticipated impact of the program on future disaster recovery efforts.