Jacob Mitchell
Hinton,OK
Summary
Emergency management professional with extensive experience in federal, private, and non-profit disaster recovery operations. Skilled in coordinating multi-agency recovery efforts, delivering technical assistance, and guiding teams through disaster recovery processes. Proficient in FEMA systems, including Grants Manager and Grants Portal, with a strong record of improving applicant experiences and ensuring compliance with federal guidelines. Adept at developing and delivering training, managing recovery programs, and fostering cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Public Assistance Customer Experience Support Section
Federal Emergency Management Agency (FEMA)
03.2020 - Current
- Provide frontline support to applicants, subrecipients, and internal staff for the Public Assistance Program.
- Specialize in technical and procedural guidance for Grants Manager and Grants Portal, assisting with application submission, document uploads, and project tracking.
- Troubleshoot account access, password, and navigation issues; coordinate with IT teams to resolve system errors.
- Deliver step-by-step instructions via phone, email, and virtual meetings, adapting to various technical skill levels.
- Maintain accurate case documentation to meet FEMA recordkeeping standards, improving user satisfaction and system adoption.
Public Assistance Contracted Training Field Instructor
Kinne Associates, LLC
01.2019 - 03.2020
- Delivered training to over 200 FEMA staff on the Public Assistance Delivery Model, directly impacting program efficiency and applicant service quality.
- Designed, developed, and instructed course materials, job aids, and visual tools to support program implementation.
- Mentored field staff, coordinated with specialized cadres, and provided targeted Grants Manager training.
- Generated weekly progress reports for leadership, identifying gaps and proposing improvement strategies.
Lead Home Designer/Drafter
WOW Custom Homes
06.2018 - 01.2019
- Created detailed CAD designs using SoftPlan software; ensured compliance with regulations and quality standards.
- Collaborated with project managers, subcontractors, and design consultants to produce and revise drawings.
- Conducted quality checks on all designs prior to submission, preventing costly errors.
FEMA Public Assistance Contracted Field Instructor
Kinne Associates, LLC
11.2017 - 06.2018
- Delivered FEMA disaster recovery training in multiple states and territories, including post-hurricane recovery in Puerto Rico and Georgia.
- Supported national Grants Manager Hotline, providing applicant guidance and troubleshooting system issues.
- Organized large-scale classroom training, small group sessions, and one-on-one mentoring for Public Assistance staff.
Assistant Store Manager
Ace Hardware
08.2016 - 10.2017
- Managed a team of six, exceeding sales goals and maintaining high customer satisfaction.
- Resolved escalated customer concerns and ensured accurate financial transactions.
Store Manager
Communication Solutions (AT&T Authorized Retailer)
10.2014 - 07.2016
- Led a team of ten, consistently exceeding sales and customer service goals.
- Developed performance tracking programs later implemented company-wide.
Education
General Education -
Southwestern Oklahoma State University
05.2014
General Education - undefined
Cameron University
05.2008
Skills
- FEMA Public Assistance Program
- Grants Manager & Grants Portal Systems
- Incident Command System (ICS) & NIMS
- Policy & Procedure Interpretation
- Disaster Recovery Program Management
- Technical Training & Mentorship
- Federal Emergency Management Frameworks
- Stakeholder Communication & Coordination
Timeline
Public Assistance Customer Experience Support Section
Federal Emergency Management Agency (FEMA)
03.2020 - Current
Public Assistance Contracted Training Field Instructor
Kinne Associates, LLC
01.2019 - 03.2020
Lead Home Designer/Drafter
WOW Custom Homes
06.2018 - 01.2019
FEMA Public Assistance Contracted Field Instructor
Kinne Associates, LLC
11.2017 - 06.2018
Assistant Store Manager
Ace Hardware
08.2016 - 10.2017
Store Manager
Communication Solutions (AT&T Authorized Retailer)
10.2014 - 07.2016
General Education - undefined
Cameron University
General Education -
Southwestern Oklahoma State University
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