Problems, controversy plague FEMA call center

[TexasStooge]

By DAN RONAN / WFAA ABC 8

ADDISON, Texas - Four Cendera employees are under investigation for possible Identify theft after the company has already experienced numerous controversial problems.

Since October, News 8 has followed the problems that have plagued the contract FEMA call center operated by Cendera.

In September, the Addison company got a multi-million dollar contract. On Oct. 7, 80 percent of payroll checks had mistakes or the employees never got them, and on Oct. 21 a large number of checks again had problems.

Three weeks ago, News 8 reported some employees at the Cendera call center could misuse personal information from the Katrina evacuees. And FEMA said over the weekend, company officials stepped up their effort to keep workers from taking private material.

Thousands of calls come to the Dallas Cendera call center and in some cases people with criminal records had access to sensitive material.

One woman who didn't want to be identified was fired Sunday because the company said she was caught with someone's personal information.

"That's all she said, was there was information on here that basically get me in a lot of trouble," the former employee said. "And I was like, but I wrote it down only because they told us too."

The woman said until last weekend, employees were not routinely searched leaving the building.

Such security problems have some experts issuing warnings for evacuees.

University of Texas Dallas Computer security expert Paul Schmehl said evacuees, if they can, should deal face-to-face with FEMA rather than over the phone.

"You're not going to take sensitive information that you don't want anyone else outside your own family to know and hand it to a stranger," he said.

FEMA said it's investigating.

"I was assured that no sensitive or private information from anyone left the building," said Mike Sweet, a FEMA spokesman. "And since this was discovered the material has been shredded."

A FEMA security official from Washington is expected to visit Cendera Tuesday.

Cendera has had a rough six weeks running the call center.

On two occasions the company couldn't pay its employees on time or gave them less money than they were owed.

Angry employees who wanted to talk about those issues were kept away from reporters by security guards.

Late Monday afternoon, Cendera said it's taking additional steps to prevent potential cases of identity theft.

FEMA said the four employees dismissed could face federal charges of taking government documents.