Call Center Representative (211 Contact Center Specialist Information and referral or Crisis)

Company: United Way of Connecticut Inc
Location: Rocky Hill
Posted on: June 28, 2025

Job Description:

211 Contact Center Specialist - Info & Referral Services We are looking for a patient, empathetic person to serve as a member of the team providing information and referrals to youth and adults seeking assistance via 211???s 24/7 call centers, showing compassion for callers as you assist them in accessing basic needs services such as rental, food, and utility assistance. You will partner with callers to creatively problem-solve, help them advocate for themselves and advocate on their behalf as they navigate the array of resources available to them. You will provide information and referrals to callers, as well as the state agencies and community providers in a position to provide direct assistance. You will be a critical resource, connecting clients with services in the community and helping them overcome barriers to their well-being. What you will do You will field calls, chats, and texts from adults and youth in need of assistance, listening carefully to their needs and providing information and referrals to community-based providers. You will provide problem-solving support to callers with more complex needs, linking callers with resources in the community. You will document communications, ensuring continuity and follow-up as needed. You will also work with local social service agencies to identify gaps, communicating needs to leadership that will improve the quality of Connecticut???s social service infrastructure. Or 211 Contact Center Specialist - Crisis We are also looking for a compassionate, flexible, detail-oriented person serve as the first line of help to youth and adults experiencing crisis. You will serve as an essential member of the team of people staffing 2-1-1's 24/7 crisis call center who together also field calls referred through the National Suicide Prevention Lifeline. You will provide emotional support, information, referrals, and intervention to callers experiencing crises as well as the state agencies and community providers in a position to provide direct assistance. What you will do You will field calls, chats, and texts from adults and youth who are experiencing mental health crises, listening carefully to their needs and providing information and referrals to community-based providers. You will provide problem-solving support to callers with more complex needs, linking callers with mobile crisis staff or other emergency service staff when necessary. You will document communications, ensuring continuity and follow-up as needed. When and where you will work We offer a hybrid work environment from home and from the office. Please note that our team works 24/7 to cover all shifts including inclement weather and holidays. Crisis I&R 1st, 2nd, 3rd Why you should work here Competitive pay plus On-the-job training with the opportunity for professional growth within United Way Opportunity to work as part of a team passionate about raising the quality of services in our state The Pay $21.00-$24.00 per hour PLUS shift differential! Additional $0.75 per worked hour for certified Spanish- or Portuguese-speaking staff ($1.50 per hour worked for both languages) after 90 days on the job Benefits available for Regular Full-Time openings: An outright 5% 401(k) contribution. Paid Time Off ??? you begin accruing immediately! 13 paid holidays per year or special pay for worked holidays Supportive, culturally diverse, and inclusive company culture. And more! *Training takes place Monday ??? Friday, 8:00am ??? 4:30pm regardless of work shift. After job training, position will be hybrid (in office and remote).

Keywords: United Way of Connecticut Inc, Portland , Call Center Representative (211 Contact Center Specialist Information and referral or Crisis), Social Services , Rocky Hill, Maine