The NPR Politics Podcast Exclusive: FEMA Didn’t Sufficiently Staff Disaster Hotline After Texas Floods
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Aug 12, 2025 
Rebecca Hersher, NPR's climate correspondent, sheds light on FEMA's failure to staff its disaster hotline during the recent Texas floods, leaving many survivors without crucial support. The discussion highlights the disconnect between government responses and real-life needs during crises. Hersher delves into the bureaucratic hurdles that exacerbate disaster response, such as spending limits and required approvals, while also critiquing the political landscape that lacks accountability. This conversation reveals deep-rooted inefficiencies that could jeopardize future disaster management.
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Hotline Is A Critical Immediate Lifeline
- FEMA's disaster hotline is meant to be a near-instant lifeline for immediate needs like food, diapers, and shelter.
- Under normal staffing by contractors, average wait times are about six seconds and nearly every call is answered.
FEMA Logs Contradict Official Claims
- FEMA's internal logs show only about 15,000 of 55,000 calls were answered after the Texas flood, leaving ~40,000 unanswered.
- Acting FEMA administrator David Richardson's memo acknowledged wait times over 90 minutes and service levels dropping from ~99% to ~20% answered calls.
Funding Lapse Caused Staffing Blackout
- Contract and spending records show a funding lapse for call-center vendors: contracts expired and no payments were made during the gap.
- That funding gap directly correlated with the absence of staffing and unanswered survivor calls.