As a major storm rushed toward Florida last October, the head of the Federal Emergency Management Agency at the time faced a different kind of threat. Police had shown up in force to a rental property she owned as a result of a prank call, in a potentially dangerous attack known as “swatting.”

Back-to-back Hurricanes Helene and Milton had sparked a torrent of online conspiracies, with FEMA officials facing harassment and death threats, according to hundreds of pages of agency emails and other documents obtained via a Freedom of Information Act request by Bloomberg News. The records shed new light on how disaster-related misinformation affects the government’s emergency response, sucks up internal resources, and puts staff at risk.

Deanne Criswell, who ran FEMA under President Joe Biden, learned about the swatting situation as she was about to brief TV viewers on Milton, one of the most powerful storms on record to develop in the Gulf of Mexico. “It was a very unsettling feeling,” she said in a recent interview, thinking back on how she juggled her concern for her renters along with preparing Floridians for the storm.

FEMA Administrator Deanne Criswell testifies during a Senate Appropriations Committee hearing, November 20, 2024.

(Tom Williams/CQ-Roll Call, Inc via Getty Images)

Many of the attacks outlined in the documents have not previously been reported, including the doxxing of at least seven senior FEMA staffers. In those incidents sensitive personal information, such as home addresses, was published online for the purpose of harassment. The records also reveal challenges the agency faced as it tried to control the situation.

The incidents followed an online wave of disinformation suggesting FEMA was mishandling the response to the hurricanes that pummeled Florida and North Carolina in the lead up to the presidential election. Among the debunked claims swirling at the time were reports that agency workers had seized property from survivors and confiscated donations.

The offensive diverted agency time and resources to set the record straight and protect personnel. “It made my staff nervous,” said Criswell. “It made people in the community nervous. They didn’t know who to believe. They didn’t know who to trust.”The threat of misinformation continues to loom over the agency at a time when President Donald Trump and Department of Homeland Security Secretary Kristi Noem have made steep cuts to its staffing and funding, including pulling back on some of the resources FEMA used last fall to combat threats. In the aftermath of deadly Texas floods in July, for example, conspiracy theories online blamed cloud seeding.

“The profit-driven platform model, where sensational falsehoods outperform factual updates in emergencies, ensures this problem persists across political cycles and it can put lives at risk,” said Callum Hood, head of research at the nonprofit Center for Countering Digital Hate.

A FEMA spokesperson said in an email the agency “uses internal DHS resources to identify and mitigate any personal threats to employees.”

A trail of disinformation

Workers, community members, and business owners clean up debris in the aftermath of Hurricane Helene in Marshall, North Carolina, Sept. 30, 2024.

(Jabin Botsford/The Washington Post via Getty Im)

Hurricane Helene made landfall in the middle of the night on Sept. 26 as a Category 4 storm, causing historic flooding far inland and killing at least 250 people. Western North Carolina was particularly hard hit. Flood waters swept away small towns and cut off others, while Asheville lost water for more than a month. Almost immediately, FEMA staff had to confront false rumors circulating online, including that it had stopped accepting housing assistance applications from survivors and didn’t have enough funds to help them.

FEMA officials and experts attribute the quick spread of disinformation to historic government mistrust in the area, as well as social media platforms ratcheting back moderation. High-profile figures including X owner Elon Musk and Trump, then in the late stages of his bid to retake the White House, repeated some of the false claims. Trump, for example, said multiple times during his campaign rallies FEMA was directing disaster funds to immigrants.

For example, the agency shared a screenshot taken from a TruthSocial post from Oct. 5 that stated: “Deanne Criswell needs to be executed for crimes against humanity and treason!” An Oct. 6 post on Gab, a social media site favored by the far right, called for the “Mussolini treatment” of various officials. “The only question: Is there enough rope?” read one of the responses.

Jacyln Rothenberg, the agency’s spokesperson at the time, was among the most heavily targeted, leading Homeland Security to loan Customs and Border Protection agents to provide security at her home. “Because the doxxing was so severe and my safety was at risk, I had to stop tweeting,” she said. “I had to stop doing interviews. I had to stop putting myself on the record.”

FEMA staff also found what it called “far-right” users posting possible personal information for numerous officials, including Criswell, Coen and Rothenberg, internal documents show.

Attacks on FEMA Offline

As a second powerful hurricane — Milton — developed off the coast of Florida, the attacks on staffers’ started migrating from the internet to their homes. After Criswell’s rental property was swatted, among other “serious threats,” then-DHS Secretary Alejandro Mayorkas signed off on a government vehicle and extra security to protect the embattled FEMA chief.

Then it happened to someone else. “My deputy Jenna Peters’ home was swatted,” Coen told FEMA’s security team in an email on Oct. 11. Peters did not respond to a request for comment.

The most high-profile incident involved a man allegedly “hunting” FEMA staff in North Carolina’s disaster zone. On Criswell’s orders, she said in an email to other top Biden officials: “All FEMA staff and contractors working to interact with survivors and conducting housing inspections, as well as search and rescue teams stood down following the initial reports.”

Elena Gonzalez, 37, looks at their burned-out home after Hurricane Milton’s landfall on October 14, 2024, in Fort Myers, Florida.

(Eva Marie Uzcategui/The Washington Post via Getty Im)

Afterwards, FEMA put together a Workplace Protection Task Force involving security, intelligence and communications professionals to manage incoming threats. Protective measures included using specialized software to flag personnel previously targeted online as at risk of more harassment. But there were limits to how far the government could influence content moderation. At the time, outspoken Republicans led by House Judiciary Committee Chair Jim Jordan were investigating tech companies, alleging that the platforms were censoring conservative viewpoints under federal government pressure.

After initially approving ZeroFox to assist with facilitating takedowns, FEMA later asked that the company end all social media content removal requests. Per internal documents, the move came after staff discussions that it wasn’t advisable for the agency to contract for services that took any action beyond passive threat monitoring. ZeroFox declined to comment.

Supporters of 2024 Republican presidential candidate Donald Trump attend a boat parade near a house damaged in Hurricane Milton, Siesta Key, Florida, October 26, 2024.

(Chandan Khanna/AFP via Getty Images)

Trump’s team has already overseen a massive scale back of FEMA’s staffing, funding and programming. As part of a review of contracts, FEMA ended its agreement with ZeroFox, according to a former official familiar with the situation. A FEMA spokesperson confirmed that it ended the ZeroFox contract in April. For Melissa Ryan, founder of Card Strategies, a consulting firm that researches disinformation, the current political climate — in which public officials who attempt to provide transparency are often politicized and attacked — is a bigger obstacle than budget cuts in the fight against false claims. “So many of the new government appointees are Trump loyalists, and attempting to actually respond effectively to disinformation would make whoever made the attempt a target for MAGA and the administration,” she said.

Hirji, Alba and Leopold write for Bloomberg.