2-1-1 Contact Center Specialist - Crisis
Rocky Hill, CT 211
2-1-1 Contact Center Specialist - Crisis

As the front-line representative to the public, state agencies, and community providers, the 2-1-1 Contact Center Specialist is responsible for providing quality information and referrals and crisis intervention services to callers resulting in a positive caller experience. The 2-1-1 Contact Center Specialist takes calls on a scheduled basis that varies among first, second, and/or third shifts. Calls range from general information and referrals to cases of complex social problems involving time spent in research, advocacy, and crisis intervention. This position strives to fulfill the mission of United Way of Connecticut (UWC) at all times while at work.

These individuals will work with adult and youth callers contacting 2-1-1 crisis lines including the National Suicide Prevention Lifeline for emotional and mental health support.

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The Pay & Benefits: $24.00 per hour pay rate PLUS shift differential;

Spanish- or Portuguese-speaking applicants who are hired and pass certification will get an additional $.75 per hour.

  • An outright 8% 401(k) contribution (approximately $4,000 annually)
  • 20 days of Paid Time Off in a calendar year – you begin accruing immediately!
  • 13 paid holidays per year
  • Generous health benefits including 80% company-paid health insurance and deductible
  • Tuition reimbursement (after 1 year)
  • And more!

Available Shifts:

Various day, evening and overnight shifts available (Full-Time or Part Time), Tuesday – Saturday or Sunday – Thursday.

Employment begins with approximately 8-weeks of training for all positions.

Training takes place Monday – Friday 8a – 4:30p regardless of shift selected.

After job training, position will be hybrid (in office and remote).

  • Bachelor's degree in social work, psychology, counseling or related field plus one year’s human services experience preferred, or Associate’s degree in social work, psychology, counseling or related field plus three years’ experience in human services or equivalent combination of education and experience required. Internship and volunteer experience is considered.
  • Ability to handle a high call volume in a fast-paced contact center environment working with callers who are experiencing emotional and mental health related concerns.
  • Superb written and verbal communication skills.
  • Ability to simultaneously listen to callers, accurately enter call data via keyboarding, and toggle between databases.
  • Strong service and problem-solving focus and ability to diffuse difficult callers, even while under pressure.
  • Ability to meet key performance metrics.
  • Ability to relate well with people from diverse groups.
  • Must be willing and able to report to work in adverse weather conditions.
  • Must be able to work additional hours off-shift, weekends, and holidays as needed.
  • Ability to maintain a high level of confidentiality in day-to-day duties.
  • Ability to follow strict guidelines regarding verification and authorization.
  • After one year of employment, achieves certification as an Information and Referral Specialist.
  • Bilingual English/Spanish and call center experience desired.
  • Ability to perform job with integrity and values consistent with the UWC Mission.

As a VEVRAA Federal Contractor, United Way of Connecticut, Inc. desires priority referrals of protected veterans for positions at its location at 1344 Silas Deane Hwy, Rocky Hill, CT 06067. Any questions may be referred to Recruitment@ctunitedway.org.

United Way of Connecticut is an Affirmative Action/Equal Opportunity Employer.



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.