"At the beginning of the disaster recovery process, FEMA, in coordination with the State, assigns a PAC Crew Leader to each applicant. The PAC Crew Leader is a customer service manager who works with the applicant to resolve disaster-related needs and ensure that the applicant's projects are processed as efficiently and expeditiously as possible. By being involved from the declaration to the obligation of funds, the PAC Crew Leader ensures continuity of service throughout the delivery of the PA Program. A PAC Crew Leader generally has responsibility for more than one applicant". (FEMA, Public Assistance Program, 2007)