Rachel Sears is being honored in Category 1: Building a Customer Focused Culture for transforming the Federal Emergency Management Agencies Floodplain Management Program into a customer-centered model that empowers communities to reduce flood risk and strengthen resilience. Long before customer experience became a federal priority, Rachel recognized that lasting success required understanding the needs of the communities FEMA serves. Through her visionary leadership, she shifted the program from a compliance-driven approach to one focused on partnership, measurable outcomes, and long-term resilience.

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Rachel pioneered FEMA's "CX for Communities" initiative, using customer journey mapping and community feedback to redesign how floodplain management services are delivered to more than 22,700 communities nationwide. She developed FEMA's Floodplain Management Multi-Year Strategy, creating clear goals, shared accountability, and stronger collaboration across federal, state, and local partners. She also transformed the Community Assistance Program–State Support Services Element (CAP-SSSE) into a performance-based partnership that emphasizes capacity building over compliance, enabling states and communities to sustain flood risk reduction efforts for years to come.

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The impact of Rachel's leadership has been both measurable and far-reaching. Communities participating in the National Flood Insurance Program now avoid an estimated $2.7 billion in flood losses each year, while structures built to floodplain standards experience 71% less flood damage on average. By 2024, 18,916 communities had adopted higher floodplain management standards, a 62% increase since 2019, and 83% of U.S. jurisdictions were actively engaged in floodplain management. Through innovation, collaboration, and an unwavering commitment to the people FEMA serves, Rachel has helped create safer, more resilient communities across the nation while setting a new standard for customer-focused government service.