Washington 211 - Information and Referral Specialist

About the role

Be the connection that helps people find hope, stability, and support. At Crisis Connections, our mission is to foster resilience and wellbeing by connecting people to compassionate, accessible care. As an Information & Referral (I&R) Specialist, you’ll play a vital role on the Washington 211 line, helping individuals and families navigate essential services during moments that matter most.

Responsibilities

• Respond to community members via phone, chat, email, and text on the Washington 211 line
• Assess needs, provide tailored referrals, and connect people to vital resources like housing, food, healthcare, and financial assistance
• Document interactions accurately and maintain detailed records
• Navigate a comprehensive resource database while delivering compassionate, high-quality service
• Contribute to a collaborative, mission-driven contact center environment

Qualifications

• Strong communication skills with a patient, non-judgmental approach
• Ability to multitask and stay organized in a fast-paced environment
• Comfort using databases and technology to support live interactions
• Reliable, detail-oriented, and team-focused
• Contact center or customer service experience
• Associate’s degree or related experience a plus

Work Environment

• Monday–Friday, 9:00 AM–5:00 PM (flexibility within these hours required)
• Structured, supportive contact center, no sales or telemarketing

Growth & Support

• You’ll receive robust training and ongoing development, with opportunities to build expertise in human services, data, and contact center operations, all within a collaborative and supportive team environment.

Benefits

• Learn more about our comprehensive benefits, including fully covered medical, dental, and vision coverage, and generous paid time off.

Pay

$26.79 per hour

Schedule

Full-time (37.5 hours/week)

Location

Remote (but must reside in Washington State)