Privacy Act of 1974; Department of Homeland Security Federal Emergency Management Agency-002 Quality Assurance Recording System of Records, 35366-35369 [2014-14079]
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Federal Register / Vol. 79, No. 119 / Friday, June 20, 2014 / Notices
announcing that the Center for Mental
Health Services’ National Advisory
Council would be convening an open
teleconference on August 6, 2014 at
SAMHSA Conference Center, 1 Choke
Cherry Road, Rockville, MD 20857, for
the purpose of discussions and
evaluations of grant applications
reviewed by SAMHSA’s Initial Review
Groups, and involve an examination of
confidential financial and business
information as well as personal
information concerning the applicants.
Therefore, this meeting is now amended
to be closed to the public as determined
by the SAMHSA Administrator, in
accordance with Title 5 U.S.C.
552b(c)(4) and (6) and (c)(9)(B).
For additional information, contact
the Council’s Designated Federal Officer
(DFO), Ms. Deborah DeMasse-Snell, (see
contact information below).
Committee Name: SAMHSA’s Center for
Mental Health Services National Advisory
Council.
Date/Time/Type: August 6, 2014, 1:00 p.m.
to 2:00 p.m.
Place: SAMHSA Building, 1 Choke Cherry
Road, Great Falls Room, Rockville, Maryland
20857.
Contact: Deborah DeMasse-Snell M.A.
(Than), Designated Federal Official,
SAMHSA CMHS National Advisory Council,
1 Choke Cherry Road, Room 6–1084,
Rockville, Maryland 20857, Telephone: (240)
276–1861, Fax: (240) 276–1850, Email:
Deborah.DeMasse-Snell@samhsa.hhs.gov.
Cathy J. Friedman,
Public Health Analyst, SAMHSA.
[FR Doc. 2014–14459 Filed 6–19–14; 8:45 am]
BILLING CODE 4162–20–P
DEPARTMENT OF HOMELAND
SECURITY
Office of the Secretary
[Docket No. DHS–2014–0031]
Privacy Act of 1974; Department of
Homeland Security Federal Emergency
Management Agency—002 Quality
Assurance Recording System of
Records
Privacy Office, Department of
Homeland Security.
ACTION: Notice of Privacy Act System of
Records.
AGENCY:
In accordance with the
Privacy Act of 1974, the Department of
Homeland Security proposes to update
and reissue a current Department of
Homeland Security system of records
titled, ‘‘Department of Homeland
Security/Federal Emergency
Management Agency—002 Quality
Assurance Recording System of
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SUMMARY:
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Records.’’ This system of records allows
the Department of Homeland Security/
Federal Emergency Management Agency
to collect and maintain records on the
customer service performance of its
employees, contractors, and vendors
who interact with individuals who
apply for the Agency’s individual
assistance and public assistance
programs.
As a result of a biennial review of this
system, the Department of Homeland
Security/Federal Emergency
Management Agency is updating this
system of records notice to include
updates to the (1) system location, (2)
category of individuals, (3) category of
records, (4) routine uses, (5) legal
authorities, (6) purpose, (7)
retrievability, (8) retention and disposal,
and (9) record source categories.
Additionally, this notice includes nonsubstantive changes to simplify the
formatting and text of the previously
published notice. This updated system
will be included in the Department of
Homeland Security’s inventory of
record systems.
DATES: Submit comments on or before
July 21, 2014. This updated system will
be effective July 21, 2014.
ADDRESSES: You may submit comments,
identified by docket number DHS–
2014–0031 by one of the following
methods:
• Federal e-Rulemaking Portal: https://
www.regulations.gov. Follow the
instructions for submitting comments.
• Fax: 202–343–4010.
• Mail: Karen L. Neuman, Chief
Privacy Officer, Privacy Office,
Department of Homeland Security, 245
Murray Drive SW., Building 410, STOP–
0655, Washington, DC 20528.
Instructions: All submissions received
must include the agency name and
docket number for this rulemaking. All
comments received will be posted
without change to https://
www.regulations.gov, including any
personal information provided.
Docket: For access to the docket to
read background documents or
comments received, please visit https://
www.regulations.gov.
FOR FURTHER INFORMATION CONTACT: For
general questions, please contact: Eric
M. Leckey, (202) 212–5100, Privacy
Officer, Federal Emergency Management
Agency, Department of Homeland
Security, Washington, DC 20478. For
privacy questions, please contact: Karen
L. Neuman, (202) 343–1717, Chief
Privacy Officer, Privacy Office,
Department of Homeland Security, 245
Murray Drive SW., Building 410, STOP–
0655, Washington, DC 20528.
SUPPLEMENTARY INFORMATION:
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I. Background
In accordance with the Privacy Act of
1974, 5 U.S.C. 552a, the Department of
Homeland Security (DHS)/Federal
Emergency Management Agency
(FEMA) proposes to update and reissue
a current DHS system of records titled,
‘‘DHS/FEMA–002 Quality Assurance
Recording System of Records.’’
DHS/FEMA published this system of
records notice because FEMA collects,
uses, maintains, and retrieves
personally identifiable information (PII)
from its employees and contractors for
internal employee performance
evaluations, training, process
improvement, and quality assurance
purposes to improve customer service to
individual assistance and public
assistance applicants. FEMA collects
information from individuals (including
PII) as necessary, or uses information
previously collected from them to
provide customer service to these
applicants.
FEMA collects, uses, and maintains
the records within this system under the
authority of 5 U.S.C. 301; 5 CFR
430.102; the Federal Sector Labor
Management Relations Act, 5 U.S.C.
4302, and 5 U.S.C. 7106(a); Fraud,
Abuse, and Waste Controls, 6 U.S.C.
795; 29 U.S.C. 204(b); Exec. Order No.
1357; FEMA Directive 3100.1; and
FEMA Directive 3700.
FEMA is updating this system of
records notice because it provides
greater transparency by encompassing
the additional FEMA National
Processing Service Center (NPSC)
customer service performance records,
including those employees/contractors
who assess the customer service
satisfaction of public assistance
applicants.
(1) FEMA is updating the system
location to include the Virginia NPSC in
Winchester, Virginia, and the Maryland
NPSC in Hyattsville, Maryland as
possible locations for records within
this system of records. FEMA is also
updating the system location to include
the Quality Assurance Recording
System (QARS) IT system, which
maintains these records; (2) FEMA is
updating category of individuals to
include FEMA employees and
contractors that perform customer
satisfaction assessments involving
applicants of FEMA’s individual
assistance and public assistance
programs; (3) FEMA is revising the
category of records to include voice
recordings within this system of
records. Those records may also include
a third-party vendor that is providing
language translation services between
the individual assistance applicant and
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Federal Register / Vol. 79, No. 119 / Friday, June 20, 2014 / Notices
FEMA. The revisions may also expand
the ‘‘quality result’’ to include FEMA
employees/contractors providing
customer service to public assistance
applicants; to include email addresses
for both Individual Assistance and
Public Assistance; to include the
system-generated Contact ID and Survey
ID unique to applicants; and to include
specific public assistance applicant
information; (4) FEMA is adding one
routine use to allow information to be
shared with the news media and public
with approval of the Chief Privacy
Officer in consultation with counsel; (5)
FEMA is updating legal authority to
include Executive Order No. 13571,
‘‘Streamlining Service Delivery and
Improving Customer Service,’’ which
builds upon the requirements of
Executive Order No. 12862 ‘‘Setting
Customer Service Standards’’; (6) FEMA
is updating the purpose to include a
reference to public assistance programs;
(7) FEMA is amending retrievability to
remove the reference to the DHS/
FEMA–008 Disaster Recovery
Assistance Files System of Records
(April 30, 2013, 78 FR 25282), and to
add the notation that information in this
system of records cannot be retrieved by
the PII of individual assistance
applicants or public assistance
applicants; (8) FEMA is updating
retention and disposal to include the
FEMA Records Schedule title and
NARA authority for the maintenance of
these records; (9) FEMA is updating
record source categories to explicitly
state that the DHS/FEMA–008 Disaster
Recovery Assistance Files System of
Records (April 30, 2013, 78 FR 25282)
and DHS/FEMA–009 Hazard
Mitigation, Disaster Public Assistance,
and Disaster Loan Programs system of
records are ‘‘sources’’ for information
captured within the QARS system of
records. Additionally, FEMA is making
non-substantive grammatical changes
throughout this notice for the purpose of
clarification.
The purpose of this system of records
is to enable FEMA’s Quality Control
Department, Customer Satisfaction
Analysis Section, Contract Oversight
Management Section, and NPSC
Supervisory staff to better monitor,
evaluate, and assess its employees and/
or contractors so that FEMA can
improve customer service to those
seeking disaster assistance. The purpose
is consistent with FEMA’s mission to
improve its capability to respond to all
hazards and support the citizens of our
Nation.
This updated system will be included
in the Department of Homeland
Security’s inventory of record systems.
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Consistent with DHS’s informationsharing mission, information stored in
the DHS/FEMA–002 Quality
Assurance Recording System of Records
may be shared with other DHS
components that have a need to know
the information to carry out their
national security, law enforcement,
immigration, intelligence, or other
homeland security functions. In
addition, DHS/FEMA may share
information with appropriate federal,
state, local, tribal, territorial, foreign, or
international government agencies
consistent with the routine uses set
forth in this system of records notice.
II. Privacy Act
The Privacy Act embodies fair
information practice principles in a
statutory framework governing the
means by which federal government
agencies collect, maintain, use, and
disseminate individuals’ records. The
Privacy Act applies to information that
is maintained in a ‘‘system of records.’’
A ‘‘system of records’’ is a group of any
records under the control of an agency
from which information is retrieved by
the name of an individual or by some
identifying number, symbol, or other
identifying particular assigned to the
individual. In the Privacy Act, an
individual is defined to encompass U.S.
citizens and lawful permanent
residents. As a matter of policy, DHS
extends administrative Privacy Act
protections to all individuals when
systems of records maintain information
on U.S. citizens, lawful permanent
residents, and visitors.
Below is the description of the DHS/
FEMA–002 Quality Assurance
Recording System of Records.
In accordance with 5 U.S.C. 552a(r),
DHS has provided a report of this
system of records to the Office of
Management and Budget and to
Congress.
SYSTEM OF RECORDS
Department of Homeland Security
(DHS)/Federal Emergency Management
Agency (FEMA)–002.
SYSTEM NAME:
DHS/FEMA–002 Quality Assurance
Recording System (QARS).
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Records are maintained primarily at
the FEMA Texas National Processing
Service Center (NPSC), Denton, TX
76208; however, records may also be
maintained at the Virginia NPSC,
Winchester, VA, and the Maryland
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35367
NPSC, Hyattsville, MD, within the
QARS IT system.
CATEGORIES OF INDIVIDUALS COVERED BY THE
SYSTEM:
This system collects information from
FEMA employees and contractors at
FEMA’s National Processing Service
Centers (NPSCs) who are making or
receiving telephone calls to or from
disaster assistance applicants; FEMA
employees and contractors engaged in
the case review of disaster assistance
applications not related to a telephone
call to or from a disaster assistance
applicant; and FEMA employees and
contractors performing customer service
satisfaction assessments involving
applicants of FEMA individual
assistance or public assistance
programs.
CATEGORIES OF RECORDS IN THE SYSTEM:
• Voice recordings of telephone calls
between FEMA employees and/or
contractors and applicants for FEMA’s
individual assistance and public
assistance programs. Telephone calls
may include a third-party vendor that is
providing language translation services
on behalf of FEMA;
• A ‘‘quality result’’ generated in
QARS for each call or case processing
activity that is evaluated by a FEMA
supervisor or quality control specialist
assessing the level of customer service
provided by the FEMA employee/
contractor to the FEMA individual
assistance or public assistance
applicant;
• System-generated Contact ID;
• Name of FEMA employee who
conducted the assessment;
• Identification number of FEMA
employee who conducted the
assessment;
• FEMA employee/contractor name;
and
• FEMA employee/contractor user
identification number.
Tracking of FEMA employee/
contractor activity in the National
Emergency Management Information
System—Individual Assistance
(formerly National Emergency
Management Information System
(NEMIS)–IA) and Customer Satisfaction
Analysis System (CSAS) related to call
recordings, case review processing not
related to a phone call, and/or customer
satisfaction assessments may include
the following individual assistance
applicant information:
• Survey ID;
• Applicant’s name;
• Applicant email address;
• Home address;
• Social Security number;
• Applicant phone number(s);
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Federal Register / Vol. 79, No. 119 / Friday, June 20, 2014 / Notices
• Current mailing address; and
• Personal financial information
including applicant’s bank name, bank
account information, insurance
information, and individual or
household income.
Tracking of FEMA employee/
contractor activity in CSAS related to
call recordings for customer satisfaction
assessments may include the following
public assistance applicant information:
• Survey ID;
• Applicant/Point of Contact name
and title;
• Applicant email address;
• Organization Name;
• Applicant’s organization phone
number(s); and
• Organization’s business and/or
mailing address.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
5 U.S.C. 301; 5 CFR 430.102; 5 U.S.C.
4302 and 5 U.S.C. 7106(a); 6 U.S.C. 795;
29 U.S.C. 204(b); Executive Order No.
13571; FEMA Directive 3100.1; FEMA
Directive 3700.1; and FEMA Directive
3700.2.
PURPOSE(S):
The purpose of this system is to
collect, maintain, use, and retrieve
performance records of the FEMA
employees, contractors, and vendors
who interact with applicants of the
Agency’s individual assistance and
public assistance programs for internal
employee and/or contractor
performance evaluations, training, and
quality assurance purposes to improve
FEMA’s customer service to and
satisfaction of those individuals
applying for FEMA’s individual and
public assistance programs.
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ROUTINE USES OF RECORDS MAINTAINED IN THE
SYSTEM, INCLUDING CATEGORIES OF USERS AND
THE PURPOSES OF SUCH USES:
In addition to those disclosures
generally permitted under 5 U.S.C.
552a(b) of the Privacy Act, all or a
portion of the records or information
contained in this system may be
disclosed outside DHS as a routine use
pursuant to 5 U.S.C. 552a(b)(3) as
follows:
A. To the Department of Justice (DOJ),
including Offices of the U.S. Attorneys,
or other federal agency conducting
litigation or in proceedings before any
court, adjudicative, or administrative
body, when it is relevant or necessary to
the litigation and one of the following
is a party to the litigation or has an
interest in such litigation:
1. DHS or any component thereof;
2. Any employee or former employee
of DHS in his/her official capacity;
3. Any employee or former employee
of DHS in his/her individual capacity
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when DOJ or DHS has agreed to
represent the employee; or
4. The U.S. or any agency thereof.
B. To a congressional office from the
record of an individual in response to
an inquiry from that congressional office
made at the request of the individual to
whom the record pertains.
C. To the National Archives and
Records Administration (NARA) or
General Services Administration
pursuant to records management
inspections being conducted under the
authority of 44 U.S.C. 2904 and 2906.
D. To an agency or organization for
the purpose of performing audit or
oversight operations as authorized by
law, but only such information as is
necessary and relevant to such audit or
oversight function.
E. To appropriate agencies, entities,
and persons when:
1. DHS suspects or has confirmed that
the security or confidentiality of
information in the system of records has
been compromised;
2. DHS has determined that as a result
of the suspected or confirmed
compromise, there is a risk of identity
theft or fraud, harm to economic or
property interests, harm to an
individual, or harm to the security or
integrity of this system or other systems
or programs (whether maintained by
DHS or another agency or entity) that
rely upon the compromised
information; and
3. The disclosure made to such
agencies, entities, and persons is
reasonably necessary to assist in
connection with DHS’ efforts to respond
to the suspected or confirmed
compromise and prevent, minimize, or
remedy such harm.
F. To contractors and their agents,
grantees, experts, consultants, and
others performing or working on a
contract, service, grant, cooperative
agreement, or other assignment for DHS,
when necessary to accomplish an
agency function related to this system of
records. Individuals provided
information under this routine use are
subject to the same Privacy Act
requirements and limitations on
disclosure as are applicable to DHS
officers and employees.
G. To an appropriate federal, state,
tribal, local, international, or foreign law
enforcement agency or other appropriate
authority charged with investigating or
prosecuting a violation or enforcing or
implementing a law, rule, regulation, or
order, when a record, either on its face
or in conjunction with other
information, indicates a violation or
potential violation of law, which
includes criminal, civil, or regulatory
violations and such disclosure is proper
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and consistent with the official duties of
the person making the disclosure.
H. To the news media and the public,
with the approval of the Chief Privacy
Officer in consultation with counsel,
when there exists a legitimate public
interest in the disclosure of the
information, when disclosure is
necessary to preserve confidence in the
integrity of DHS, or when disclosure is
necessary to demonstrate the
accountability of DHS’s officers,
employees, or individuals covered by
the system, except to the extent the
Chief Privacy Officer determines that
release of the specific information in the
context of a particular case would
constitute an unwarranted invasion of
personal privacy.
DISCLOSURE TO CONSUMER REPORTING
AGENCIES:
None.
POLICIES AND PRACTICES FOR STORING,
RETRIEVING, ACCESSING, RETAINING, AND
DISPOSING OF RECORDS IN THE SYSTEM:
STORAGE:
DHS/FEMA stores records in this
system electronically or on paper in
secure facilities in a locked drawer
behind a locked door. The records may
be stored on magnetic disc, tape, and
digital media.
RETRIEVABILITY:
FEMA retrieves records in QARS by
the FEMA employee and/or contractor’s
name and user identification number, or
system-generated Contact ID number.
This system does not retrieve
information by individual or public
assistance applicant information.
SAFEGUARDS:
DHS/FEMA safeguards records in this
system according to applicable rules
and policies, including all applicable
DHS automated systems security and
access policies. FEMA has imposed
strict controls to minimize the risk of
compromising the information that is
being stored. Access to the computer
system containing the records in this
system is limited to those individuals
who have a need to know the
information for the performance of their
official duties and who have appropriate
clearances or permissions.
RETENTION AND DISPOSAL:
The retention period for information
maintained in QARS depends on the
use of the data. Records within QARS
that are used in an evaluation of a
FEMA employee or contractor are
retained for six years, pursuant to FEMA
Records Schedule, Series 15–1
‘‘National Processing Service Centers
Evaluated Call Recordings,’’ NARA
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Federal Register / Vol. 79, No. 119 / Friday, June 20, 2014 / Notices
Authority N1–311–08–1. Records that
are not used in an evaluation of a FEMA
employee or contractor are purged from
the secured servers within 45 days, per
FEMA Records Schedule, Series 15–2
‘‘National Processing Service Centers
Unevaluated Call Recordings,’’ also
under NARA Authority N1–311–08–1.
SYSTEM MANAGER AND ADDRESS:
Manager (940) 891–8500, Enterprise
Performance Information Management
Section, Federal Emergency
Management Agency, Texas National
Processing Service Center, Denton, TX
76208.
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NOTIFICATION PROCEDURE:
Individuals seeking notification of
and access to any record contained in
this system of records, or seeking to
contest its content, may submit a
request in writing to the Chief Privacy
Officer and Headquarters or FEMA
Freedom of Information Act (FOIA)
Officer, whose contact information can
be found at https://www.dhs.gov/foia
under ‘‘Contacts.’’ If an individual
believes more than one component
maintains Privacy Act records
concerning him or her, the individual
may submit the request to the Chief
Privacy Officer and Chief Freedom of
Information Act Officer, Department of
Homeland Security, 245 Murray Drive
SW., Building 410, STOP–0655,
Washington, DC 20528.
When seeking records about yourself
from this system of records or any other
Departmental system of records, your
request must conform with the Privacy
Act regulations set forth in 6 CFR Part
5. You must first verify your identity,
meaning that you must provide your full
name, current address, and date and
place of birth. You must sign your
request, and your signature must either
be notarized or submitted under 28
U.S.C. 1746, a law that permits
statements to be made under penalty of
perjury as a substitute for notarization.
While no specific form is required, you
may obtain forms for this purpose from
the Chief Privacy Officer and Chief
Freedom of Information Act Officer,
https://www.dhs.gov/foia or 1–866–431–
0486. In addition, you should:
• Explain why you believe the
Department would have information on
you;
• Identify which component(s) of the
Department you believe may have the
information about you;
• Specify when you believe the
records would have been created; and
• Provide any other information that
will help the FOIA staff determine
which DHS component agency may
have responsive records; and
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If your request is seeking records
pertaining to another living individual,
you must include a statement from that
individual certifying his/her agreement
for you to access his/her records.
Without the above information, the
component(s) may not be able to
conduct an effective search, and your
request may be denied due to lack of
specificity or lack of compliance with
applicable regulations.
RECORD ACCESS PROCEDURES:
See ‘‘Notification procedure’’ above.
CONTESTING RECORD PROCEDURES:
See ‘‘Notification procedure’’ above.
RECORD SOURCE CATEGORIES:
FEMA obtains records from FEMA
employees and contractors who assist
disaster survivors in the disaster
assistance application and casework
process, FEMA employees, and/or
contractors initiating customer
satisfaction assessments of FEMA
disaster assistance applicants, and from
supervisors or quality control
specialists. This system of records
contains PII of individual assistance
applicants, which is part of the DHS/
FEMA–008 Disaster Recovery
Assistance Files System of Records,
April 30, 2013, 78 FR 25282, as well as
PII of public assistance applicants,
which is part of the DHS/FEMA–009
Hazard Mitigation, Disaster Public
Assistance, and Disaster Loan Programs
System of Records.
EXEMPTIONS CLAIMED FOR THE SYSTEM:
None.
Dated: June 3, 2014.
Karen L. Neuman,
Chief Privacy Officer, Department of
Homeland Security.
[FR Doc. 2014–14079 Filed 6–19–14; 8:45 am]
BILLING CODE 9110–17–P
DEPARTMENT OF HOMELAND
SECURITY
Coast Guard
[Docket No. USCG–2014–0098]
Chemical Transportation Advisory
Committee
Coast Guard, DHS
Notice of Federal Advisory
Committee Meeting.
AGENCY:
ACTION:
The Chemical Transportation
Advisory Committee (CTAC) and its
subcommittees will meet on August 19,
20, and 21, 2014, in Arlington, VA, to
discuss the safe and secure marine
transportation of hazardous materials.
The meetings will be open to the public.
SUMMARY:
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35369
Subcommittees will meet on
Tuesday, August 19, 2014, from 8:30
a.m. to 5 p.m. and on Wednesday,
August 20, 2014, from 8:30 a.m. to 5
p.m. The full committee will meet on
Thursday, August 21, 2014, from 8:30
a.m. to 5 p.m. Please note that the
meetings may close early if the
Committee has completed its business.
Please submit written materials and
comments to the docket using any one
of the methods listed in the ADDRESSES
section below. Any written material
submitted by the public will be
distributed to the committee and
become part of the public record.
ADDRESSES: The meetings will be held at
the U.S. Coast Marine Safety Center,
Suite 400, 4200 Wilson Boulevard,
Arlington, VA 20598. Attendees will be
required to pre-register no later than
5:00 p.m. on August 11, 2014, to be
admitted to the meeting. To pre-register
contact Lieutenant Cristina Nelson
(202–372–1419) or Cristina.E.Nelson@
uscg.mil) and provide your name,
company and telephone number.
Attendees will be required to provide a
government-issued picture
identification card in order to gain
admittance to the building.
For information on facilities or
services for individuals with disabilities
or to request special assistance at the
meeting, contact the individual listed in
the FOR FURTHER INFORMATION CONTACT
as soon as possible.
To facilitate public participation, we
are inviting public comment on the
issues to be considered by the
Committee as listed in the ‘‘Agenda’’
section below. In order to be considered
at the meetings, comments must be
submitted in writing no later than
August 11, 2014. Comments may be
submitted by one of the following
methods:
• Federal eRulemaking Portal: https://
www.regulations.gov. Follow the
instructions for submitting comments.
(This is the preferred method to avoid
delays in processing.)
• Fax: 202–493–2252
• Mail: Docket Management Facility
(M–30), U.S. Department of
Transportation, West Building Ground
Floor, Room W12–140, 1200 New Jersey
Avenue SE., Washington, DC 20590–
0001.
• Hand delivery: Same as mail
address above, between 9 a.m. and 5
p.m., Monday through Friday, except
Federal holidays. The telephone number
is 202–366–9329.
Instructions: All submissions received
must include the words ‘‘Department of
Homeland Security’’ and the docket
number for this action. Comments
DATES:
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]]>Agencies
[Federal Register Volume 79, Number 119 (Friday, June 20, 2014)]
[Notices]
[Pages 35366-35369]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2014-14079]
=======================================================================
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DEPARTMENT OF HOMELAND SECURITY
Office of the Secretary
[Docket No. DHS-2014-0031]
Privacy Act of 1974; Department of Homeland Security Federal
Emergency Management Agency--002 Quality Assurance Recording System of
Records
AGENCY: Privacy Office, Department of Homeland Security.
ACTION: Notice of Privacy Act System of Records.
-----------------------------------------------------------------------
SUMMARY: In accordance with the Privacy Act of 1974, the Department of
Homeland Security proposes to update and reissue a current Department
of Homeland Security system of records titled, ``Department of Homeland
Security/Federal Emergency Management Agency--002 Quality Assurance
Recording System of Records.'' This system of records allows the
Department of Homeland Security/Federal Emergency Management Agency to
collect and maintain records on the customer service performance of its
employees, contractors, and vendors who interact with individuals who
apply for the Agency's individual assistance and public assistance
programs.
As a result of a biennial review of this system, the Department of
Homeland Security/Federal Emergency Management Agency is updating this
system of records notice to include updates to the (1) system location,
(2) category of individuals, (3) category of records, (4) routine uses,
(5) legal authorities, (6) purpose, (7) retrievability, (8) retention
and disposal, and (9) record source categories. Additionally, this
notice includes non-substantive changes to simplify the formatting and
text of the previously published notice. This updated system will be
included in the Department of Homeland Security's inventory of record
systems.
DATES: Submit comments on or before July 21, 2014. This updated system
will be effective July 21, 2014.
ADDRESSES: You may submit comments, identified by docket number DHS-
2014-0031 by one of the following methods:
Federal e-Rulemaking Portal: https://www.regulations.gov.
Follow the instructions for submitting comments.
Fax: 202-343-4010.
Mail: Karen L. Neuman, Chief Privacy Officer, Privacy
Office, Department of Homeland Security, 245 Murray Drive SW., Building
410, STOP-0655, Washington, DC 20528.
Instructions: All submissions received must include the agency name
and docket number for this rulemaking. All comments received will be
posted without change to https://www.regulations.gov, including any
personal information provided.
Docket: For access to the docket to read background documents or
comments received, please visit https://www.regulations.gov.
FOR FURTHER INFORMATION CONTACT: For general questions, please contact:
Eric M. Leckey, (202) 212-5100, Privacy Officer, Federal Emergency
Management Agency, Department of Homeland Security, Washington, DC
20478. For privacy questions, please contact: Karen L. Neuman, (202)
343-1717, Chief Privacy Officer, Privacy Office, Department of Homeland
Security, 245 Murray Drive SW., Building 410, STOP-0655, Washington, DC
20528.
SUPPLEMENTARY INFORMATION:
I. Background
In accordance with the Privacy Act of 1974, 5 U.S.C. 552a, the
Department of Homeland Security (DHS)/Federal Emergency Management
Agency (FEMA) proposes to update and reissue a current DHS system of
records titled, ``DHS/FEMA-002 Quality Assurance Recording System of
Records.''
DHS/FEMA published this system of records notice because FEMA
collects, uses, maintains, and retrieves personally identifiable
information (PII) from its employees and contractors for internal
employee performance evaluations, training, process improvement, and
quality assurance purposes to improve customer service to individual
assistance and public assistance applicants. FEMA collects information
from individuals (including PII) as necessary, or uses information
previously collected from them to provide customer service to these
applicants.
FEMA collects, uses, and maintains the records within this system
under the authority of 5 U.S.C. 301; 5 CFR 430.102; the Federal Sector
Labor Management Relations Act, 5 U.S.C. 4302, and 5 U.S.C. 7106(a);
Fraud, Abuse, and Waste Controls, 6 U.S.C. 795; 29 U.S.C. 204(b); Exec.
Order No. 1357; FEMA Directive 3100.1; and FEMA Directive 3700.
FEMA is updating this system of records notice because it provides
greater transparency by encompassing the additional FEMA National
Processing Service Center (NPSC) customer service performance records,
including those employees/contractors who assess the customer service
satisfaction of public assistance applicants.
(1) FEMA is updating the system location to include the Virginia
NPSC in Winchester, Virginia, and the Maryland NPSC in Hyattsville,
Maryland as possible locations for records within this system of
records. FEMA is also updating the system location to include the
Quality Assurance Recording System (QARS) IT system, which maintains
these records; (2) FEMA is updating category of individuals to include
FEMA employees and contractors that perform customer satisfaction
assessments involving applicants of FEMA's individual assistance and
public assistance programs; (3) FEMA is revising the category of
records to include voice recordings within this system of records.
Those records may also include a third-party vendor that is providing
language translation services between the individual assistance
applicant and
[[Page 35367]]
FEMA. The revisions may also expand the ``quality result'' to include
FEMA employees/contractors providing customer service to public
assistance applicants; to include email addresses for both Individual
Assistance and Public Assistance; to include the system-generated
Contact ID and Survey ID unique to applicants; and to include specific
public assistance applicant information; (4) FEMA is adding one routine
use to allow information to be shared with the news media and public
with approval of the Chief Privacy Officer in consultation with
counsel; (5) FEMA is updating legal authority to include Executive
Order No. 13571, ``Streamlining Service Delivery and Improving Customer
Service,'' which builds upon the requirements of Executive Order No.
12862 ``Setting Customer Service Standards''; (6) FEMA is updating the
purpose to include a reference to public assistance programs; (7) FEMA
is amending retrievability to remove the reference to the DHS/FEMA-008
Disaster Recovery Assistance Files System of Records (April 30, 2013,
78 FR 25282), and to add the notation that information in this system
of records cannot be retrieved by the PII of individual assistance
applicants or public assistance applicants; (8) FEMA is updating
retention and disposal to include the FEMA Records Schedule title and
NARA authority for the maintenance of these records; (9) FEMA is
updating record source categories to explicitly state that the DHS/
FEMA-008 Disaster Recovery Assistance Files System of Records (April
30, 2013, 78 FR 25282) and DHS/FEMA-009 Hazard Mitigation, Disaster
Public Assistance, and Disaster Loan Programs system of records are
``sources'' for information captured within the QARS system of records.
Additionally, FEMA is making non-substantive grammatical changes
throughout this notice for the purpose of clarification.
The purpose of this system of records is to enable FEMA's Quality
Control Department, Customer Satisfaction Analysis Section, Contract
Oversight Management Section, and NPSC Supervisory staff to better
monitor, evaluate, and assess its employees and/or contractors so that
FEMA can improve customer service to those seeking disaster assistance.
The purpose is consistent with FEMA's mission to improve its capability
to respond to all hazards and support the citizens of our Nation.
This updated system will be included in the Department of Homeland
Security's inventory of record systems.
Consistent with DHS's information-sharing mission, information
stored in the DHS/FEMA-002 Quality Assurance Recording System of
Records may be shared with other DHS components that have a need to
know the information to carry out their national security, law
enforcement, immigration, intelligence, or other homeland security
functions. In addition, DHS/FEMA may share information with appropriate
federal, state, local, tribal, territorial, foreign, or international
government agencies consistent with the routine uses set forth in this
system of records notice.
II. Privacy Act
The Privacy Act embodies fair information practice principles in a
statutory framework governing the means by which federal government
agencies collect, maintain, use, and disseminate individuals' records.
The Privacy Act applies to information that is maintained in a ``system
of records.'' A ``system of records'' is a group of any records under
the control of an agency from which information is retrieved by the
name of an individual or by some identifying number, symbol, or other
identifying particular assigned to the individual. In the Privacy Act,
an individual is defined to encompass U.S. citizens and lawful
permanent residents. As a matter of policy, DHS extends administrative
Privacy Act protections to all individuals when systems of records
maintain information on U.S. citizens, lawful permanent residents, and
visitors.
Below is the description of the DHS/FEMA-002 Quality Assurance
Recording System of Records.
In accordance with 5 U.S.C. 552a(r), DHS has provided a report of
this system of records to the Office of Management and Budget and to
Congress.
SYSTEM OF RECORDS
Department of Homeland Security (DHS)/Federal Emergency Management
Agency (FEMA)-002.
System name:
DHS/FEMA-002 Quality Assurance Recording System (QARS).
Security classification:
Unclassified.
System location:
Records are maintained primarily at the FEMA Texas National
Processing Service Center (NPSC), Denton, TX 76208; however, records
may also be maintained at the Virginia NPSC, Winchester, VA, and the
Maryland NPSC, Hyattsville, MD, within the QARS IT system.
Categories of individuals covered by the system:
This system collects information from FEMA employees and
contractors at FEMA's National Processing Service Centers (NPSCs) who
are making or receiving telephone calls to or from disaster assistance
applicants; FEMA employees and contractors engaged in the case review
of disaster assistance applications not related to a telephone call to
or from a disaster assistance applicant; and FEMA employees and
contractors performing customer service satisfaction assessments
involving applicants of FEMA individual assistance or public assistance
programs.
Categories of records in the system:
Voice recordings of telephone calls between FEMA employees
and/or contractors and applicants for FEMA's individual assistance and
public assistance programs. Telephone calls may include a third-party
vendor that is providing language translation services on behalf of
FEMA;
A ``quality result'' generated in QARS for each call or
case processing activity that is evaluated by a FEMA supervisor or
quality control specialist assessing the level of customer service
provided by the FEMA employee/contractor to the FEMA individual
assistance or public assistance applicant;
System-generated Contact ID;
Name of FEMA employee who conducted the assessment;
Identification number of FEMA employee who conducted the
assessment;
FEMA employee/contractor name; and
FEMA employee/contractor user identification number.
Tracking of FEMA employee/contractor activity in the National
Emergency Management Information System--Individual Assistance
(formerly National Emergency Management Information System (NEMIS)-IA)
and Customer Satisfaction Analysis System (CSAS) related to call
recordings, case review processing not related to a phone call, and/or
customer satisfaction assessments may include the following individual
assistance applicant information:
Survey ID;
Applicant's name;
Applicant email address;
Home address;
Social Security number;
Applicant phone number(s);
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Current mailing address; and
Personal financial information including applicant's bank
name, bank account information, insurance information, and individual
or household income.
Tracking of FEMA employee/contractor activity in CSAS related to
call recordings for customer satisfaction assessments may include the
following public assistance applicant information:
Survey ID;
Applicant/Point of Contact name and title;
Applicant email address;
Organization Name;
Applicant's organization phone number(s); and
Organization's business and/or mailing address.
Authority for maintenance of the system:
5 U.S.C. 301; 5 CFR 430.102; 5 U.S.C. 4302 and 5 U.S.C. 7106(a); 6
U.S.C. 795; 29 U.S.C. 204(b); Executive Order No. 13571; FEMA Directive
3100.1; FEMA Directive 3700.1; and FEMA Directive 3700.2.
Purpose(s):
The purpose of this system is to collect, maintain, use, and
retrieve performance records of the FEMA employees, contractors, and
vendors who interact with applicants of the Agency's individual
assistance and public assistance programs for internal employee and/or
contractor performance evaluations, training, and quality assurance
purposes to improve FEMA's customer service to and satisfaction of
those individuals applying for FEMA's individual and public assistance
programs.
Routine uses of records maintained in the system, including categories
of users and the purposes of such uses:
In addition to those disclosures generally permitted under 5 U.S.C.
552a(b) of the Privacy Act, all or a portion of the records or
information contained in this system may be disclosed outside DHS as a
routine use pursuant to 5 U.S.C. 552a(b)(3) as follows:
A. To the Department of Justice (DOJ), including Offices of the
U.S. Attorneys, or other federal agency conducting litigation or in
proceedings before any court, adjudicative, or administrative body,
when it is relevant or necessary to the litigation and one of the
following is a party to the litigation or has an interest in such
litigation:
1. DHS or any component thereof;
2. Any employee or former employee of DHS in his/her official
capacity;
3. Any employee or former employee of DHS in his/her individual
capacity when DOJ or DHS has agreed to represent the employee; or
4. The U.S. or any agency thereof.
B. To a congressional office from the record of an individual in
response to an inquiry from that congressional office made at the
request of the individual to whom the record pertains.
C. To the National Archives and Records Administration (NARA) or
General Services Administration pursuant to records management
inspections being conducted under the authority of 44 U.S.C. 2904 and
2906.
D. To an agency or organization for the purpose of performing audit
or oversight operations as authorized by law, but only such information
as is necessary and relevant to such audit or oversight function.
E. To appropriate agencies, entities, and persons when:
1. DHS suspects or has confirmed that the security or
confidentiality of information in the system of records has been
compromised;
2. DHS has determined that as a result of the suspected or
confirmed compromise, there is a risk of identity theft or fraud, harm
to economic or property interests, harm to an individual, or harm to
the security or integrity of this system or other systems or programs
(whether maintained by DHS or another agency or entity) that rely upon
the compromised information; and
3. The disclosure made to such agencies, entities, and persons is
reasonably necessary to assist in connection with DHS' efforts to
respond to the suspected or confirmed compromise and prevent, minimize,
or remedy such harm.
F. To contractors and their agents, grantees, experts, consultants,
and others performing or working on a contract, service, grant,
cooperative agreement, or other assignment for DHS, when necessary to
accomplish an agency function related to this system of records.
Individuals provided information under this routine use are subject to
the same Privacy Act requirements and limitations on disclosure as are
applicable to DHS officers and employees.
G. To an appropriate federal, state, tribal, local, international,
or foreign law enforcement agency or other appropriate authority
charged with investigating or prosecuting a violation or enforcing or
implementing a law, rule, regulation, or order, when a record, either
on its face or in conjunction with other information, indicates a
violation or potential violation of law, which includes criminal,
civil, or regulatory violations and such disclosure is proper and
consistent with the official duties of the person making the
disclosure.
H. To the news media and the public, with the approval of the Chief
Privacy Officer in consultation with counsel, when there exists a
legitimate public interest in the disclosure of the information, when
disclosure is necessary to preserve confidence in the integrity of DHS,
or when disclosure is necessary to demonstrate the accountability of
DHS's officers, employees, or individuals covered by the system, except
to the extent the Chief Privacy Officer determines that release of the
specific information in the context of a particular case would
constitute an unwarranted invasion of personal privacy.
Disclosure to consumer reporting agencies:
None.
Policies and practices for storing, retrieving, accessing, retaining,
and disposing of records in the system:
Storage:
DHS/FEMA stores records in this system electronically or on paper
in secure facilities in a locked drawer behind a locked door. The
records may be stored on magnetic disc, tape, and digital media.
Retrievability:
FEMA retrieves records in QARS by the FEMA employee and/or
contractor's name and user identification number, or system-generated
Contact ID number. This system does not retrieve information by
individual or public assistance applicant information.
Safeguards:
DHS/FEMA safeguards records in this system according to applicable
rules and policies, including all applicable DHS automated systems
security and access policies. FEMA has imposed strict controls to
minimize the risk of compromising the information that is being stored.
Access to the computer system containing the records in this system is
limited to those individuals who have a need to know the information
for the performance of their official duties and who have appropriate
clearances or permissions.
Retention and disposal:
The retention period for information maintained in QARS depends on
the use of the data. Records within QARS that are used in an evaluation
of a FEMA employee or contractor are retained for six years, pursuant
to FEMA Records Schedule, Series 15-1 ``National Processing Service
Centers Evaluated Call Recordings,'' NARA
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Authority N1-311-08-1. Records that are not used in an evaluation of a
FEMA employee or contractor are purged from the secured servers within
45 days, per FEMA Records Schedule, Series 15-2 ``National Processing
Service Centers Unevaluated Call Recordings,'' also under NARA
Authority N1-311-08-1.
System Manager and address:
Manager (940) 891-8500, Enterprise Performance Information
Management Section, Federal Emergency Management Agency, Texas National
Processing Service Center, Denton, TX 76208.
Notification procedure:
Individuals seeking notification of and access to any record
contained in this system of records, or seeking to contest its content,
may submit a request in writing to the Chief Privacy Officer and
Headquarters or FEMA Freedom of Information Act (FOIA) Officer, whose
contact information can be found at https://www.dhs.gov/foia under
``Contacts.'' If an individual believes more than one component
maintains Privacy Act records concerning him or her, the individual may
submit the request to the Chief Privacy Officer and Chief Freedom of
Information Act Officer, Department of Homeland Security, 245 Murray
Drive SW., Building 410, STOP-0655, Washington, DC 20528.
When seeking records about yourself from this system of records or
any other Departmental system of records, your request must conform
with the Privacy Act regulations set forth in 6 CFR Part 5. You must
first verify your identity, meaning that you must provide your full
name, current address, and date and place of birth. You must sign your
request, and your signature must either be notarized or submitted under
28 U.S.C. 1746, a law that permits statements to be made under penalty
of perjury as a substitute for notarization. While no specific form is
required, you may obtain forms for this purpose from the Chief Privacy
Officer and Chief Freedom of Information Act Officer, https://www.dhs.gov/foia or 1-866-431-0486. In addition, you should:
Explain why you believe the Department would have
information on you;
Identify which component(s) of the Department you believe
may have the information about you;
Specify when you believe the records would have been
created; and
Provide any other information that will help the FOIA
staff determine which DHS component agency may have responsive records;
and
If your request is seeking records pertaining to another living
individual, you must include a statement from that individual
certifying his/her agreement for you to access his/her records.
Without the above information, the component(s) may not be able to
conduct an effective search, and your request may be denied due to lack
of specificity or lack of compliance with applicable regulations.
Record access procedures:
See ``Notification procedure'' above.
Contesting record procedures:
See ``Notification procedure'' above.
Record source categories:
FEMA obtains records from FEMA employees and contractors who assist
disaster survivors in the disaster assistance application and casework
process, FEMA employees, and/or contractors initiating customer
satisfaction assessments of FEMA disaster assistance applicants, and
from supervisors or quality control specialists. This system of records
contains PII of individual assistance applicants, which is part of the
DHS/FEMA-008 Disaster Recovery Assistance Files System of Records,
April 30, 2013, 78 FR 25282, as well as PII of public assistance
applicants, which is part of the DHS/FEMA-009 Hazard Mitigation,
Disaster Public Assistance, and Disaster Loan Programs System of
Records.
Exemptions claimed for the system:
None.
Dated: June 3, 2014.
Karen L. Neuman,
Chief Privacy Officer, Department of Homeland Security.
[FR Doc. 2014-14079 Filed 6-19-14; 8:45 am]
BILLING CODE 9110-17-P
