Call Center Representative (211 Contact Center Specialist Crisis) - 2nd Shift Hybrid

Description

Be the Lifeline Someone Needs – Join Our 211 Crisis Contact Center Team!

Why You'll Love This Role:

• Competitive Pay – $24-$26.60/hour based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
• 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.

Schedule & Environment

• Most schedules are primarily second shift, typically 3:00 p.m.–11:30 p.m.
• Some schedules may include a combination of second- and third-shift hours based on operational needs.
• 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

Training on-site: Monday–Friday, 8:00 AM – 4:30 PM

Perks & Benefits

• $24.00–$26.60/hour, based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
• Employees who are proficient in Spanish and/or Portuguese and successfully complete the applicable language proficiency assessment after 90 days of employment may be eligible to receive an additional $0.75 per hour for proficiency in one language or $1.50 per hour for proficiency in both languages.
• An outright 5% Employer 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

• Supportive, inclusive, mission-driven workplace.

Requirements

• 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 available

Ready to make a difference?

Apply today and help us build a stronger, more connected Connecticut—one call at a time.

Application Deadline August 22, 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.

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.