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United Way of Connecticut
United Way of Connecticut
201 – 500 Employees
Food & BeverageHealthcareLogistics
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.
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211 Crisis Contact Center Specialist (Hybrid)

Support Connecticut communities through 211 calls, texts, and chats involving emotional or mental health crises. Provide de-escalation, emergency referrals, and compassionate assistance primarily during second shift.

USUnited StatesCTConnecticut
$24 / hour
HybridFull-timeJuniorEnglish RequiredCall Center Representative

Description

  • Respond to calls, texts, and chats from people experiencing emotional or mental health crises
  • Offer compassionate assistance using established de-escalation techniques
  • Refer callers to community providers, mobile crisis teams, or emergency services
  • Record interactions accurately to support continuity of care
  • Work closely with the crisis contact center team
  • Apply established protocols and escalation procedures
  • Attend on-site training Monday through Friday, 8:00 AM–4:30 PM
  • Support a 24/7 operation, primarily on second shift

Requirements

  • Bachelor’s degree and one year of human services experience
  • Academic or professional background in social work, psychology, counseling, or criminal justice
  • Experience with crisis response, mental health services, shelters, or hotlines
  • Customer service experience may qualify
  • Relevant internships may qualify recent graduates
  • Crisis-focused experience is preferred
  • Availability to work holidays or during inclement weather when required
  • Availability for second-shift work and potentially some third-shift hours
  • Successful completion of the applicable language proficiency assessment is required for language differential eligibility

Benefits

  • Qualifying hours receive a $4.00-per-hour shift differential
  • After 90 days and a successful assessment, language proficiency qualifies for an additional $0.75 per hour for one language or $1.50 per hour for both Spanish and Portuguese
  • Paid comprehensive training
  • Continuing coaching and supervision
  • After training, work four days remotely and one day in the office
  • Employer-funded 401(k) contribution of 5%
  • Paid time off begins accruing immediately
  • 13 paid holidays annually
  • Health coverage includes 80% of the medical plan premium and deductible
  • Tuition reimbursement becomes available after one year
  • Eligible employment counts toward Public Service Student Loan Forgiveness
  • Supportive, inclusive, mission-focused work environment

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