Call Center Representative (211 Contact Center Specialist Crisis) - 2nd Shift Hybrid

2-1-1 Crisis Contact Center Specialist Second Shift

Be the Lifeline Someone Needs Join Our 211 Crisis Contact Center Team! Are you calm under pressure, compassionate at heart and ready to make a real difference? United Way of Connecticut is looking for everyday heroes to join our Second Shift Crisis Contact Center Specialists team. This isn't just a jobit's a chance to be the voice of hope when someone needs it most. When people are facing their hardest moments, you'll be the one who answers the callliterally. Your presence matters, and your impact will be felt every single day.

Why You'll Love This Role

• Competitive Pay $24-$26.60/hour based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
• Hybrid Schedule after training, enjoy flexibility with 4 remote days and 1 in-office day.
• Mission-Driven Work help people in crisis find safety, stability and hope.

What You'll Do

• Be the calm in the storm: Answer calls, texts and chats from individuals in emotional or mental health crises.
• Provide compassionate support and use proven techniques to de-escalate situations.
• Connect callers to life-saving resourceswhether it's community providers, mobile crisis teams or emergency services.
• Document interactions clearly to ensure continuity of care.
• Work as part of a supportive team that always has your back.

A Day in the Life

• You'll help someone struggling with anxiety find peace.
• You'll listen to someone in distress and guide them toward hope.
• You'll never handle crises alone, collaboration is key.

We've Got You Covered

• Paid, comprehensive training before you take your first live call.
• Ongoing coaching and supervision.
• Clear protocols and escalation pathways.
• A workplace culture that prioritizes your wellbeing and understands compassion fatigue.

Schedule & Environment

• Most schedules are primarily second shift, typically 3:00 p.m.11:30 p.m. However, some schedules may include a combination of second- and third-shift hours based on operational needs.
• Full-time position in a 24/7 operation
• Hybrid schedule after training (4 days remote, 1 day in office)
• Must be available to work holidays or during inclement weather as required
• Training on-site: MondayFriday, 8:00 AM 4:30 PM

Perks & Benefits

• $24.00$26.60/hour, based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
• Employees who are proficient in Spanish and/or Portuguese and successfully complete the applicable language proficiency assessment after 90 days of employment may be eligible to receive an additional $0.75 per hour for proficiency in one language or $1.50 per hour for proficiency in both languages.
• An outright 5% Employer 401(k) contribution.
• Paid Time Off in a calendar year you begin accruing immediately!
• 13 paid holidays per year.
• Generous health benefits including 80% coverage of your medical plan premium and deductible.
• Tuition reimbursement (after 1 year).
• Employment at UWC counts toward Public Service Student Loan Forgiveness.
• Supportive, inclusive, mission-driven workplace

Requirements

• Bachelor's degree + 1 year in human services.
• Backgrounds in social work, psychology, counseling or criminal justice.
• Experience in crisis response, mental health services, shelters or hotlines.
• Customer service pros looking for meaningful work.
• Recent grads with relevant internships.
• Crisis-related experience preferred

Ready to make a difference? Apply today and help us build a stronger, more connected Connecticutone call at a time.