Draft Statement of Work Inbound Mail Ops

DRAFT

Department of Homeland Security (DHS)
Federal Emergency Management Agency (FEMA)

STATEMENT OF WORK

Inbound Mail Operations Support

APRIL 1, 2026

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I.

BACKGROUND

The Federal Emergency Management Agency (FEMA), a component of the U.S. Department of Homeland Security, is authorized, pursuant to the Robert T. Stafford Disaster Relief and Emergency Assistance Act, as amended (42 U.S.C. Chapter 68), to assist individuals and households following Presidentially declared disasters and emergencies. In cooperation with state governments, FEMA provides assistance to disaster victims in accordance with the Act. These programs receive extensive visibility from the highest levels of federal, state, and local governments and are continually reported on in the public media. Disaster declarations and resulting assistance applications create a need to process large quantities of inbound applicant correspondence in a short timeframe. Privacy, accuracy, and timely delivery of services are required to ensure that the needs of the disaster applicant are met through the most expedient means possible.
FEMA has determined that contractor support services are the most efficient way to manage the inbound mail operations.
II.

PURPOSE

This contract supports FEMA’s Individuals and Households Program (IHP) by providing readiness and surge resources for disaster applicants’ correspondence. This contract seeks to establish contractor mail operations with adequate infrastructure and qualified, trained staff. The contractor operation shall be ready at the time of a declared disaster to begin accepting and processing inbound correspondence from disaster applicants in the designated geographical area(s) covered by each Presidential Declaration for Individual Assistance (IA) which is mailed to the FEMA facility in Hyattsville, Maryland. Whenever possible, FEMA will seek to provide the contractor with early notice of impending disaster declarations and projected volumes, but due to the nature of disaster activity this may not always be feasible. Therefore, the contractor shall make all necessary preparations and maintain adequate infrastructure to meet all requirements as they are received. The processing of inbound mail includes mail pickup or receipt, document preparation, translation of non-English correspondence into English, scanning, tracking, filing, preparation of documents for National Archives and Records Administration (NARA) temporary storage of archive prepped documents, and, if needed, splitting of a fax/eCorrespondence document if more than one