United Way of Connecticut is a statewide nonprofit that helps residents navigate essential services, find reliable information, and connect with community support. Through its 211 program, the organization links people with resources such as food, shelter, child care, and early-intervention services, while also providing suicide intervention and crisis assistance. It supports Connecticut communities during natural disasters and other emergencies by sharing timely guidance, and brings United Ways together to strengthen collaboration and develop programs that address local needs. The organization’s work spans information services, health and human services, crisis response, and community development.
211 Contact Center Specialist (Hybrid) – United Way of Connecticut
Connect Connecticut callers with housing, utility, food, healthcare, and other community resources through the 211 contact center. Provide confidential referrals, advocacy, and practical support by phone, chat, and email.
Description
- Respond to calls, chats, and emails from people seeking assistance and community services
- Evaluate caller needs and connect them with housing, utility, food, healthcare, and other relevant resources
- Investigate available services and advocate for people facing complex barriers
- Explain available options and help callers identify their next steps
- Record every interaction accurately to support continuity and follow-up
- Apply established procedures while maintaining strict caller confidentiality
- Connect callers with housing programs, rental assistance, and shelter options
- Investigate community services and match referrals to individual circumstances
- Combine empathy with timely problem-solving in a high-volume environment
- Work collaboratively with a mission-focused team
Requirements
- High school diploma or GED with relevant experience
- Education or experience in social work, psychology, counseling, or human services
- Experience with housing services, case management, advocacy, or contact center work
- Customer service experience and a demonstrated interest in helping people solve problems
- Relevant internships or volunteer work may be accepted for recent graduates
- Ability to handle calls, chats, and emails
- Ability to evaluate needs and make accurate referrals
- Ability to research community services and advocate for callers
- Ability to maintain clear and thorough interaction records
- Ability to follow procedures and protect caller confidentiality
- Availability to work holidays or during severe weather when required
- Spanish- or Portuguese-speaking applicants may qualify for a language differential after certification
Benefits
- Starting pay of $21.30 per hour
- A $1.00–$2.00 shift differential for eligible hours worked
- An additional $0.75 per hour for qualified Spanish- or Portuguese-speaking hires after certification and 90 days, or $1.50 per hour for both languages
- 5% employer 401(k) contribution
- Paid time off that begins accruing immediately
- 13 paid holidays each year
- Health coverage with 80% of the medical plan premium and deductible covered
- Tuition reimbursement available after one year
- Employment eligible for Public Service Student Loan Forgiveness credit
- Paid comprehensive training
- Continuing coaching and supervision
- Hybrid work after training, with four remote days and one in-office day
- Supportive, inclusive, mission-driven work environment