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

Description

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

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

• $1,000 Sign-On Bonus – because we value YOU from day one!
• 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.

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

• Training on-site: Monday–Friday, 8:00 AM – 4:30 PM
• 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
• $1,000 sign-on bonus
• 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

• Multiple positions currently available

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