DHS-FEMA-PIA-015 Quality Assurance Recording System (QARS)

The Federal Emergency Management Agency (FEMA)’s Office of Response and Recovery (ORR), Recovery Directorate, National Processing Service Center (NPSC) Division operates the Quality Assurance Recording System (QARS). QARS captures telephone and computer screen recordings for the purpose of evaluating employee and contractor performance. These evaluations are designed to improve customer service to disaster assistance applicants requesting assistance under the Robert T Stafford Disaster Relief and Emergency Assistance Act. FEMA conducted this Privacy Impact Assessment (PIA) because QARS captures Personally Identifiable Information (PII) about Individual Assistance and Public Assistance applicants, as well as FEMA employees and contractors.