Information & Referral Specialist
Rocky Hill, CT 2-1-1
Job Type
Information & Referral SpecialistBest Place to work 2023!

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.

Get hired and get $1,500!*

  • $500 in the payroll following 30 days on the job
  • $1,000 in the payroll following 90 days on the job

*Applies to new hires joining United Way of CT only

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.

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.

Available shifts

Regular Opening Full Time:

Monday through Friday 11:30am - 8:00pm

Temporary Openings:

Saturday and Sunday 11:30pm - 8:00am 

Saturday, Sunday, and Monday 8:00am - 4:30pm

The temporary full-time positions are 40 hours per week for a 6-month period and could convert to regular full-time.

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 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 8% 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, 8a – 4:30p regardless of work shift. After job training, position will be hybrid (in office and remote).


Who you are

  • You have at least a High School or GED, and ideally a Bachelor's or Associate’s degree in related field such as social work, psychology, or counseling.
  • You have either experience in the social services field or experience working in a call center or customer service capacity.
  • You are good at multi-tasking and are comfortable providing support to many callers in short succession while working independently.
  • You are comfortable with technology.


United Way of Connecticut, Inc. endeavors to make 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.