‘‘(d) USE OF SCRIPTS.—The Director of the Federal 
Emergency Management Agency shall develop a standard-
ized script to be used by individuals answering calls at 
the call center established under subsection (a) to provide 
and process information. The Director shall periodically 
evaluate such script using the following performance 
metrics: 
‘‘(1) Soft skill monitoring. 
‘‘(2) Accuracy of information provided. 
‘‘(3) Accuracy of information captured. 
‘‘(4) Customer satisfaction. 
‘‘(5) Average speed of answer. 
‘‘(6) Abandoned calls.’’. 
(b) REPORT.—Not later than 180 after the date of 
the enactment of this Act, the Secretary of Homeland Se-
curity shall submit to the Committees on Homeland Secu-
rity and Government Reform of the House of Representa-
tives and the Committee on Homeland Security and Gov-
ernmental Affairs of the Senate a report on the status of 
the disaster call center network under section 513 of the 
Homeland Security Act of 2002, as added by subsection 
(a). 
(c) CLERICAL AMENDMENT.—The table of contents 
in section 1(b) of the Homeland Security Act of 2002, as
amended by section 3(b), is further amended by adding 
after the item relating to section 512 the following: 
‘‘Sec. 513. Disaster call center network.’’. 
SEC. 7. AMENDMENTS TO FEDERAL CHARTER OF AMER-
ICAN NATIONAL RED CROSS. 
(a) AUDIT.—Section 300110 of title 36, United 
States Code, is amended— 
(1) in subsection (a)— 
(A) by striking ‘‘As soon as practicable’’ 
and inserting ‘‘(1) As soon as practicable’’; 
(B) by striking ‘‘July 1’’ and inserting 
‘‘October 1’’; 
(C) by striking ‘‘June 30’’ and inserting 
‘‘September 30’’; and 
(D) by adding at the end the following new 
paragraph: 
‘‘(2) The report submitted under paragraph (1) shall 
include the following information: 
‘‘(A) The amount of money raised in response 
to American National Red Cross calls for donations 
following each disaster, including the amount of 
money specifically designated by donors for each dis-
aster, as indicated by donors on emails, letters, 
notes, indicators on checks or money orders, or other 
communications sent to the American National Red 
Cross.
‘‘(B) The amount of money actually spent by 
the American National Red Cross in response to 
each disaster. 
‘‘(C) How such amount was actually spent in 
response to each disaster. 
‘‘(D) A precise description of any amount 
raised in response to a disaster that was not actually 
spent on relief efforts for that disaster. 
‘‘(E) A narrative explanation corresponding 
with each of subparagraphs (A) through (D). 
‘‘(F) A narrative explanation of what happened 
to any amount of money raised in response to a dis-
aster that was not actually spent on relief efforts for 
that disaster, including whether such amount was 
deposited into a general fund designed for future 
disasters or for some other use.’’; and 
(2) in subsection (b)— 
(A) by striking ‘‘audit the report’’ and in-
serting ‘‘conduct a yearly peformance-based 
audit of the American National Red Cross, in-
cluding an audit of the report,’’; 
(B) by striking ‘‘the audited report’’ and 
inserting ‘‘the audit’’; and 
(C) by striking ‘‘Congress’’ and inserting 
‘‘the Committees on Homeland Security and
Government Reform of the House of Represent-
atives and the Committee on Homeland Secu-
rity and Government Affairs of the Senate’’. 
(b) PURPOSES.—Section 300102 of title 36, United 
States Code, is amended— 
(1) in paragraph (3), by striking ‘‘and’’ at the 
end; 
(2) in paragraph (4), by striking ‘‘, and to 
apply that system’’ and all that follows and inserting 
a semicolon; and 
(3) by adding at the end the following new 
paragraphs: 
‘‘(4) to apply that system in mitigating the suf-
fering caused by a hurricane, tornado, storm, flood, 
high water, wind-driven water, tidal wave, earth-
quake, drought, blizzard, pestilence, famine, fire, ex-
plosion, volcanic eruption, building collapse, trans-
portation accident, or other disaster that causes 
human suffering or creates human needs that those 
affected by disasters cannot alleviate without assist-
ance; 
‘‘(5) to apply that system in coordination with 
any relief efforts undertaken by any other agency, 
group, or organization before the arrival of Amer-