Call Center Representative (211 Contact Center Specialist Crisis) - 2nd Shi at United Way of Connecticut Inc

Rocky Hill, Connecticut, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

26.6

Posted On

19 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crisis Intervention, De-escalation, Compassionate Support, Mental Health Support, Case Documentation, Customer Service, Active Listening, Resource Coordination

Industry

Non-profit Organization Management

Description

Description | 2-1-1 Crisis Contact Center Specialist – Second Shift | | Location: Rocky Hill, CT (Hybrid after training) | | Second Shift | Typically 3:00 PM – 11:30 PM | | Pay: $24.00 - $26.60/hour | 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 job—it’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 call—literally. Your presence matters, and your impact will be felt every single day. Why You'll Love This Role Competitive Pay – $24-$26.60/hour plus great benefits. 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 resources—whether 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 Second Shift: Typically, 3:00 PM – 11:30 PM 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: Monday–Friday, 8:00 AM – 4:30 PM l Monday - Friday 3:00 PM- 11:30 PM (available March 2026) Perks & Benefits · $24.00 - $26.60/hour + $4.00 shift differential for qualified hours worked · Spanish- or Portuguese-speaking applicants who are hired and pass certification after 90 days on the job will get an additional $.75 per hour (an additional $1.50 per hour for both languages). · An outright 5% 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 Who Thrives Here? 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 Multiple positions currently availableReady to make a difference?Apply today and help us build a stronger, more connected Connecticut—one call at a time.Application Deadline June 17, 2026 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. 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. Connecticut United Ways will continue to work with residents across all communities to co-create solutions that ensure everyone has the resources, supports, opportunities and networks they need to thrive.

Responsibilities

Answer calls, texts, and chats from individuals in emotional or mental health crises to provide support and de-escalation. Connect callers to life-saving community resources and emergency services while documenting all interactions.