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: 
 
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 Mike Sauer if the MIP Champion and/or Black Belt cannot provide an answer 

3. Contact Kristen Heavener and Ken Hamer if you do not receive an adequate response or receive 
no response within 2 days from Mike Sauer 


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 Mike Sauer 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 Ken Hamer if you still do not understand the response, the 
response is inadequate or you do not receive a response from Mike Sauer 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 Mike Sauer if the issue is not being addressed fast enough for your timeline 

3. Contact Kristen Heavener and Ken Hamer 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 and Black Belts 

REGION 1

MIP Champion
Mike Goetz
mike.goetz@dhs.gov
617-956-7571 


Black Belt
Stuart Rooney
Stuart.ooney@mapmodteam.com
617-482-4930 x4754
 


Region 2

MIP Champion
Brian Shumon
Brian.shumon@dhs.gov 
212-680-3631 

MIP Champion (back up)
Alan Springett 	
Alan.springett@dhs.gov
212-680-8557 


Black Belt
Demond Mayfield
demondmayfield@mapmodteam.com
212-478-1808



Region 3

MIP Champion
Robert Pierson
Robert.pierson@dhs.gov
215-931-5650 

Black Belt
Andrew Scampone 
Andrew.scampone@mapmodteam.com
609-734-7921 



Region 4

MIP Champion
Bruce Buckerfield 
bruce.buckerfield@dhs.gov 
770-220-5397 


Black Belts
John Newcomb-Thompson 
johnnewcomb-thompson@mapmodteam.com 
678-459-1006 

Derrick Roberson
derrickroberson@mapmodteam.com
678-459-1014



Region 5

MIP champion 
Duane Castaldi	
Duane.Castaldi@dhs.gov 
312-408-5549


Black Belt
Rob Truelsen 
robtruelsen@mapmodteam.com 
312-575-3918 



Region 6

MIP Champion
Scott Eller 
scott.eller@dhs.gov 
940-898-5266
 

Black Belts
Steve Altman
steve.altman@mapmodteam.com
940-783-4133 

Mike Stallings
michaelstallings@mapmodteam.com
940-718-1037
 


Region 7

MIP Champion
Rodney Odem	
Rodney.Odom@dhs.gov	
816-283-7965


Black Belts
Amanda Wilson 
amandawilson@mapmodteam.com 
816-502-9420 x4964 

Jeanne Finger
Jeanne.Finger@mapmodteam.com
816-502-9420 x4954



Region 8

MIP Champion
Louise Hughes	
Louise.Hughes@dhs.gov
303-235-4754


Black Belt 
Kristina Fritsch
kristinafritsch@mapmodteam.com
720-514-1106



Region 9

MIP Champion
Kim Nguyen	
Kim.Nguyen@dhs.gov
510-627-7135 



Black Belts
Alisa Sauvageot
alisa.sauvageot@mapmodteam.com
602-798-7530 

James Johnston
jamesjohnston@mapmodteam.com 
517-879-0952



Region 10

MIP Champion
Nick Delmedico	
Nicholas.delmedico@dhs.gov 
425-487-4626 


Black Belts
Debra Heiden 
debraheiden@mapmodteam.com 
206-344-3891

Darcy Rechtien
darcyrechtien@mapmodteam.com
770-712-4237 


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


Mike Sauer – MIP Help Project Manager 
msauer@mbakercorp.com 
703-675-7489


Kristen Heavener – FEMA A2 Process Area Lead 
kristen.heavener@dhs.gov 
202-646-2756 


Ken Hamer – Baker A2 Process Area Lead 
ken.hamer@mapmodteam.com 
703-317-6285