Call Center Representative (211 Contact Center Specialist Crisis) - 3rd 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, Active Listening, Documentation, Resource Coordination, Emotional Support

Industry

Non-profit Organization Management

Description

Description 2-1-1 Crisis Contact Center Specialist – Third Shift |Location: Rocky Hill, CT (Hybrid after training) |Schedule: Third Shift | Typically 11:00 PM – 7:00 AM |Pay: $24.00 - 26.60/hour + $4.00 shift differential for qualified hours worked 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 Third 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/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 Third Shift: 11:00 PM – 7:00 PM Full-time role in a 24/7 operation. Must be available for holidays or inclement weather. 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

Responsibilities

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