Call Center Representative/Resource Center Specialist

Call Center Representative/Resource Center Specialist

We are excited to announce our upcoming training for Call Center Representative/Resource Center Specialist starting on January 4, 2027.

Location: The position will be based in our temporary Delray Beach location for approximately 12-18 months before relocating back to Lantana in our newly constructed building.

Our comprehensive training program is designed to equip you with the skills, tools, and confidence needed to succeed in this critical role.

The Resource Center Specialist provides information, assessment, referral, emotional support, and crisis intervention services to individuals seeking assistance through approved communication platforms, including phone, text, and email. Responsibilities include assessing needs, evaluating suicide risk, developing safety plans, and connecting individuals with appropriate resources and services. Specialists support individuals experiencing a wide range of crisis situations, including trauma, abuse, violence, sexual assault, mental health concerns, and suicide. This position requires strong crisis intervention and communication skills, flexibility, broad availability, and strict adherence to confidentiality, performance standards, and agency policies.

Key Responsibilities

• Assess the needs of callers seeking 211 assistance and provide para-professional counseling, information and referral services, crisis intervention, suicide de-escalation, and linkage services in accordance with 211 guidelines.
• Deliver high-quality, empathetic, and supportive service using active listening, problem-solving, and de-escalation techniques.
• Assess suicide risk and respond appropriately by following all agency policies, protocols, and procedures.
• Provide accurate, timely information and referrals to appropriate community resources.
• Accurately document all client interactions using approved 211 software and systems in compliance with agency standards.
• Identify the need for additional 211 advocacy services and make referrals to internal programs when appropriate.
• Conduct follow-up with designated at-risk callers to assess outcomes and ensure continuity of care.
• Complete follow-up and advocacy services related to Crisis Counseling Program (CCP) calls as assigned.
• Attend all required staff meetings, trainings, in-services, and conferences (virtual and in-person), and maintain all annual and ongoing training requirements.
• Perform other duties as assigned.

Salary: Starting pay $18 per hour, with opportunities for shift differentials. Higher rates are available for candidates with additional language skills (bilingual English/Spanish or English/Creole), and educational qualifications.

Hours & Scheduling : This is a 24/7 operation, and flexibility is required. We are currently hiring for all three shifts:

• Day Shift: 7:00 a.m. 3:30 p.m.
• Evening Shift: 3:00 p.m. 11:30 p.m.
• Overnight Shift: 11:00 p.m. 7:30 a.m.
• Shifts include one weekend day. Schedules may be TuesdaySaturday or SundayThursday. Applicants who are willing to work both Saturday and Sunday may be eligible for an alternate schedule with two consecutive weekdays off, based on operational needs.

Shifts are assigned based on availability and coverage needs. Assigned shifts will begin following completion of the full training program, including a "nesting" phase. Nesting is a structured, on-the-job transition period during which employees apply their training while receiving additional guidance and support. The combined training and nesting period may last approximately 6-8 weeks.

Upon completion of training and nesting, while housed at our temporary Delray Beach location, the schedules could consist of hybrid with approximately 2 days per week as remote. Remote work requirements and expectations must be met as follows:

• Meet the same job duties, productivity standards, attendance requirements, and performance expectations as when working on-site.
• Perform all work from an agency-approved, private, enclosed workspace that meets confidentiality, HIPAA, safety, and quality standards.
• Ensure no other individuals are present in the workspace during scheduled work hours and that the environment is free from distractions, background noise, and exposure of confidential information.
• Use only agency-issued equipment and approved systems to perform job duties.
• Maintain reliable, high-speed internet connectivity and immediately notify supervision of any service disruptions.
• Remain fully engaged during scheduled work hours and refrain from providing childcare, eldercare, or performing household tasks while working.
• Comply with all monitoring, call recording, quality assurance, documentation, and performance management requirements.
• Acknowledge that remote work approval may be suspended or revoked due to performance issues, policy violations, disaster activations, continuity events, or operational needs. Failure to meet remote work standards may result in removal from the Remote Work Program and/or corrective action.

Minimum Qualifications Education & Experience

• High School Diploma or equivalent required; Associate degree preferred.
• Minimum of two (2) years of experience in customer service, social work, human services, or a related field required.
• Familiarity with community resources preferred.
• Bilingual (English/Spanish or English/Creole) is a plus.

Knowledge, Skills & Abilities

• Ability to establish rapport and communicate effectively with callers and staff using remote communication platforms.
• Demonstrated empathy, compassion, and a nonjudgmental approach when assisting individuals in distress.
• Strong ability to maintain confidentiality and handle sensitive information professionally in a remote setting.
• Proficiency with computer systems, databases, and remote communication tools.
• Strong organizational and time-management skills with the ability to work independently.
• Ability to present a professional demeanor during all virtual and audio interactions.
• Reliable attendance and punctuality required.
• Availability to work holidays, weekends, and overnight shifts as scheduled.

Continued employment is contingent upon successful completion of all required training, certifications, and recurrent training obligations.

Benefits: Health, Dental, Vision, Life Insurance, Employee Assistance Program, Paid Time Off, 403(b).

About Us: 211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. Our agency fosters a compassionate team dedicated to serving Palm Beach County and the Treasure Coast, encompassing five counties. With additional partners contributing funding, we've established a high-quality, centralized access point for essential health, human services information, and crisis support. Recognized nationally by the FCC for information and referral purposes, 2-1-1 has become the designated telephone number for our agency's helpline. Our mission is to save lives through crisis intervention and by connecting people to essential health, mental health, and wellness services 24 hours a day, every day.

Join our team and make a meaningful impact on the lives of individuals in crisis. Apply now to become a Resource Center Specialist and help us fulfill our mission of saving lives and promoting wellness in our community.

Local and national background clearance required.