04/06/2026

WSP Communications: Disaster response work is fast-paced, unpredictable, and deeply human. What enables the team to consistently deliver reliable and responsive service? 

Jarad Kapsa: We often say you get “bit by the bug” in this line of work. It’s not always convenient – you’re reacting to unpredictable conditions – but what draws people in is knowing the work matters. Our average staff tenure on this program alone is over 15 years, which speaks to that sense of purpose. It’s niche work, that is meaningful, and people stay because they believe in the mission. 

Heather Bachand: Adaptability is critical. Every disaster brings a different set of challenges, especially large-scale events. Our inspectors are a surge workforce, and we thrive on being flexible, mobilizing quickly, solving logistical challenges and adjusting to FEMA’s evolving needs in real time. That flexibility is key to supporting the client effectively and scaling to the event.  

WSP Communications: Empathy and dignity for disaster survivors are emphasized throughout your work. How do those values show up day to day? 

Jarad Kapsa: When someone’s shelter is compromised, their dignity can be undermined. FEMA often becomes a lifeline, especially for people who are underinsured or not insured at all. We take that responsibility seriously. Our inspectors follow a strong code of conduct because the outcome of each inspection directly affects eligibility for assistance. Compassion and integrity are at the core of what we do. 

Mike Trumble: Every inspection represents a real person or family who’s been impacted by a disaster. Compassion is the word I always come back to. You have to be a people person to do this work and to stay in it. Our inspectors are the boots-on-the-ground. They represent FEMA, WSP, and themselves. High-quality customer service is a fundamental part of our culture. 

WSP Communications: Your team’s partnership with FEMA is a shift from a traditional vendor relationship. What helped build that trust? 

Mike Trumble: Trust comes down to integrity and transparency. We do what we say we’re going to do, and sometimes that means having honest conversations with the client. In emergency management, being proactive and transparent is essential, and FEMA knows we’re committed to doing the right thing. 

Jarad Kapsa: We don’t just respond to problems FEMA identifies. We try to anticipate what’s coming. Over the years, we’ve shared ideas and recommendations that didn’t always take effect immediately, but that forward-looking mindset is part of being a true partner. Continuous improvement and candid communication are key parts of being a true partner.  

Heather Bachand: They’re not just a client, they’re a partner. FEMA looks to us as subject matter experts, and we work together to solve problems and improve the program. That collaborative approach has strengthened the relationship over time, solving today’s issue and mitigating tomorrow’s to improve the program. 

WSP Communications: What does receiving the Client Focus Award mean to the team? 

Jarad Kapsa: This work is different from traditional engineering or design. It’s muddy boots work. Being recognized by WSP validates that what we do matters, not just to FEMA and the communities we serve, but to the company as a whole. At the end of the day, this work is about people and community recovery.  

Mike Trumble: Receiving the Client Focus Award is a tremendous honor for our team. Being available 24/7, 365 days a year requires an exceptional level of commitment and personal sacrifice that isn’t always visible from the outside. We truly function as a family, supporting and relying on each other every day to ensure our client receives the best possible service. It’s a meaningful recognition of our collective effort and the values we stand for as a team. 

WSP Communications: When you look back on your work with FEMA, what are you most proud of? 

Heather Bachand: I’m most proud of the relationships we’ve built with FEMA and within our team. Developing that level of trust and open communication takes time, and it’s incredibly rewarding to see what we’ve achieved together. 

Jarad Kapsa: 2017 really stands out, with Hurricanes Harvey, Irma, and Maria. In just over 100 days, we delivered more than a million inspections, door-to-door. Seeing the resilience of the team and knowing we helped people get back into safe shelter is incredibly motivating. 

Mike Trumble: Ultimately, the most meaningful aspect of our work is the profound difference we've made in people's lives. In the past 30 years, we've helped over 8.5 million individuals and families navigate some of their most difficult moments. There's a deep sense of fulfillment in knowing our dedication has offered hope and relief to so many. At its heart, our mission is about helping others, and that purpose is what inspires me, and our entire team, to take pride in working with FEMA every day.