MIP Help Escalation Plan 

MIP users should contact MIP Help when they encounter a problem or need support in using the MIP. MIP Help will document the issue and provide the user a ticket number for tracking purposes. Use the 
following procedures when you encounter a problem or issue with MIP Help: 
 

. Prior to submitting a MIP Help ticket, contact your MIP Champion or Black Belt to see if they are aware of the issue and can help 

. Submit a MIP Help ticket: 

	o Include your name, a detailed description of the issue, and your contact information (MIP Help may need to contact your for additional information of the issue) 

. If you receive no response after 3 days of submitting your ticket: 

	1. Contact the MIP Champion or Black Belt in your Region 
	2. Contact Julian Clements (CDS) if the MIP Champion and/or Black Belt cannot provide an answer 
	3. Contact Kristen Heavener (FEMA) and Donna Eugene (CDS) if you do not receive an adequate response or receive no response within 2 days from Julian Clements

. If the explanation you receive from MIP Help does not adequately answer your question: 

	1. Contact MIP Help again to ask for a clearer answer 
	2. Contact Julian Clements (CDS) if, after communicating with MIP Help two times, you do not receive an adequate answer, or do not understand the response you were provided 
	3. Contact Kristen Heavener and Donna Eugene if you still do not understand the response, the response is inadequate or you do not receive a response from Julian Clements within 2 days 

. If you have an urgent matter that needs immediate assistance: 

	1. Indicate the urgency to MIP Help when you call or email. Also, please contact your MIP Champion and Black Belt(s) so they can confirm and indicate to MIP Help the level of urgency. 
	2. Contact Julian Clements (CDS) if the issue is not being addressed fast enough for your timeline 
	3. Contact Kristen Heavener and Donna Eugene if the issue has still not been addressed within your timeline 

* Please note that some issues may be escalated to the MIP development team for further investigation and may take some time to resolve. MIP Help will communicate to the user when the issue may be 
resolved. 

** Before escalating to a higher level please allow some time for each level of escalation to respond. 


Contact Information 

MIP Champions (C) and Black Belts (BB)

Region 1 
Stuart Rooney BB
Stuart.Rooney@mapmodteam.com 
617-482-4930 x4754 

Region 2 
Demond Mayfield (BB) 
Demond.Mayfield@mapmodteam.com 
212-478-1808 

Region 3 
Andrew Scampone (BB) 
Andrew.Scampone@mapmodteam.com 
717-221-2018 

Region 4 
John Newcomb-Thompson (BB) 
John.Newcomb-Thompson@mapmodteam.com 
678-459-1006 

Region 4 
Derrick Roberson (BB) 
Derrick.Roberson@mapmodteam.com 
678-459-1014 

Region 5 
Rob Truelsen (BB) 
Rob.Truelsen@mapmodteam.com 
312-575-3918 

Region 6 
Mike Stallings (BB) 
Michael.Stallings@mapmodteam.com 
940-718-1037 

Region 7 
Jeanne Finger (BB) 
Jeanne.Finger@mapmodteam.com 
816-502-9420 x4954 

Region 7 
Amanda Wilson (BB) 
Amanda.G.Wilson@aecom.com 
816-502-9420 x4964 

Region 8 
Kristina Fritsch (BB) 
Kristina.Fritsch@mapmodteam.com 
720-514-1106 

Region 9 
Alisa Sauvageot (BB) 
Alisa.Sauvageot@mapmodteam.com 
602-798-7530 

Region 9 
James Johnston (BB) 
James.Johnston@mapmodteam.com 
510-879-0952 

Region 10 
Debi Heiden (BB) 
Debra.Heiden@mapmodteam.com 
206-344-3891 

Region 1 
Mike Goetz (C) 
Mike.Goetz@dhs.gov 
617-956-7571 

Region 2 
Brian Shumon (C) 
Brian.Shumon@dhs.gov 
212-6803631 

Region 2 (back up) 
Alan Springett (C) 
Alan.Springett@dhs.gov 
212-680-8557 

Region 3 
Bob Pierson (C) 
Robert.Pierson@dhs.gov 
215-931-5650 

Region 4 
Kristen Martinenza (C) 
Kristen.Martinenza@dhs.gov 
770-220-3174 

Region 5 
Duane Castaldi (C) 
Duane.Castaldi@dhs.gov 
312-408-5549 

Region 6 
Larry Voice (C) 
Larry.D.Voice@dhs.gov 

Region 7 
Rodney Odom (C) 
Rodney.Odom@dhs.gov 
816-283-7965 

Region 8 
Louise Hughes (C) 
Louise.Hughes@dhs.gov 
303-235-4754 

Region 9 
Kim Nguyen (C) 
Kim.Nguyen1@dhs.gov 
510-627-7135 

Region 10 
David M. Ratté (C) 
David.Ratte@dhs.gov 
425-487-4657 


MIP Help: 
. miphelp@riskmapcds.com 
. 877-FEMA-MAP 

Julian Clement – MIP Help Escalations 
. Julian.Clements@riskmapcds.com 
. 703-896-4652 

Kristen Heavener – FEMA Information Technology Program Area Manager 
. kristen.heavener@dhs.gov 
. 202-646-2756 

Donna Eugene – MIP Manager 
. Donna.Eugene@riskmapcds.com 
. 703-896-4635