Washington 211 - Information and Referral Specialist

Job Description

Job Description

Description:

Information & Referral Specialist (Washington 211)

Be the connection that helps people find hope, stability, and support.

At Crisis Connections, our mission is to foster resilience and wellbeing by connecting people to compassionate, accessible care. As an Information & Referral (I&R) Specialist , you’ll play a vital role on the Washington 211 line, helping individuals and families navigate essential services during moments that matter most.

If you’re a thoughtful listener, a creative problem-solver, and someone who wants their work to truly make a difference, this role offers a meaningful path to impact your community every day.

What You’ll Do

• Respond to community members via phone, chat, email, and text on the Washington 211 line
• Assess needs, provide tailored referrals, and connect people to vital resources like housing, food, healthcare, and financial assistance
• Document interactions accurately and maintain detailed records
• Navigate a comprehensive resource database while delivering compassionate, high-quality service
• Contribute to a collaborative, mission-driven contact center environment

Why This Role Matters

You’ll be part of Washington’s broader crisis response system, ensuring that people can access the right help at the right time. Every interaction is an opportunity to reduce barriers and improve someone’s day, or even their life.

What We’re Looking For

• Strong communication skills with a patient, non-judgmental approach
• Ability to multitask and stay organized in a fast-paced environment
• Comfort using databases and technology to support live interactions
• Reliable, detail-oriented, and team-focused
• Contact center or customer service experience
• Associate’s degree or related experience a plus

Work Environment

• Monday–Friday, 9:00 AM–5:00 PM (flexibility within these hours required)
• Structured, supportive contact center, no sales or telemarketing

Growth & Support: You’ll receive robust training and ongoing development, with opportunities to build expertise in human services, data, and contact center operations, all within a collaborative and supportive team environment.

Benefits: Learn more about our comprehensive benefits, including fully covered medical, dental, and vision coverage, and generous paid time off. View Benefits

Join Us: If you’re ready to make a real impact and help connect people to essential services, we encourage you to apply. Your work here will help ensure that no one has to navigate challenges alone.

Apply today and be part of something meaningful.

Important Details:

• Location: Remote (but must reside in Washington State)
• Compensation: $26.79 per hour
• Full-time (37.5 hours/week);
• Non-exempt, union-represented position (OPEIU Local 8)
• This is a grant- and contract-funded position with funding committed through April 2027. While future funding beyond that date cannot be guaranteed, renewal opportunities are anticipated and will be evaluated as contract funding decisions are made.