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

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.

Shift Available:

Crisis

(1st shift)10a-8:30pF/S/S/M

(2nd shift) 4pm-12:30am Mon-Friday

(2nd shift)2pm-10:30pm Tues-Sat

(2nd shift) 3pm-11:30pm Sun-Thurs

(2nd shift)5pm-9pm Mon-Friday

(Split)11am-7:30pm Sun-Thurs

I&R(Basic Needs)

(2nd) 12p-10:30p FSSM

(2nd) 4pm-12:30am Sunday-Thursday

(1st) 8a-4:30pSu-Th

(1st)12p-8:30pSu-Th

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).

Requirements

Who you are

For Crisis Contact Specialists:

• Minimum of HS diploma (or GED), A.S. with 5 years of HHS experience OR B.A./B.S. with 1-year HHS experience. SW degree preferred by also appropriate is Psychology, Criminal Justice.
• Some level of crisis experience included but not limited to direct service with mental health agency, group home, etc.

For Information and Referral/Housing Crisis Specialists:

• Minimum of HS diploma (or GED), A.S. with 5 years of HHS experience OR B.A./B.S. with 1-year HHS experience. SW degree preferred by also appropriate is Psychology, Criminal Justice.
• Some level of human service experience included but not limited to direct service at community agency, group home, etc.
• Newly graduated students can also be considered if they have had internship experience in line with #2 above.
• You have either experience in the social services field or experience working in a call center or customer service capacity.

United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

United Way fights for the health, education, and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people.

Salary : $21 - $24