Call Center Representative | Remote

Position: 211 Specialist • Type: Contract • Compensation: $50 - $150/hour • Location: Remote • Commitment: 10-40 hrs/week

Responsibilities

• Review sample questions and flag any that don't sound like what real callers ask.
• Write rubrics that define a correct, complete answer, including the right referrals and next steps for the caller.
• Evaluate AI-generated answers against your rubrics, flagging errors, omissions, outdated guidance, and answers that wouldn't help a real caller.
• Share clear written feedback with the project team, working asynchronously.

Requirements

• Experience as a 211 Specialist, Information & Referral Specialist, or Benefits Navigator, answering public questions about government services.
• Strong relevant experience in regular, high-volume public contact (phone, chat, or in person).
• Working knowledge of public benefits and community resources.
• Clear, precise writing.