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 Crisis Contact Center Specialist – Hybrid in Connecticut
Respond to 211 calls, texts, and chats from people experiencing emotional or mental health crises. Provide de-escalation support and connect callers with appropriate crisis and community resources.
Description
- Respond to calls, texts, and chats from people experiencing emotional or mental health crises
- Offer compassionate support and apply established de-escalation techniques
- Refer callers to community providers, mobile crisis teams, or emergency services
- Record interactions accurately to support continuity of care
- Work collaboratively with the crisis contact center team
- Complete on-site training Monday through Friday, from 8:00 a.m. to 4:30 p.m.
- Follow defined protocols and escalation procedures
- Assist people experiencing anxiety, distress, and other crises
- Work within a 24/7 operation, including holidays or inclement weather when required
Requirements
- Bachelor’s degree and one year of human services experience
- Educational 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 be considered relevant
- Relevant internships may be considered for recent graduates
- Crisis-related experience is preferred
- Availability to work holidays or during inclement weather as needed
- Availability for third-shift work, typically 11:00 p.m. to 7:00 a.m.; some schedules may include second-shift hours
- Spanish and/or Portuguese proficiency may qualify for a language differential after the applicable assessment is completed
Benefits
- Qualifying hours receive a $4.00-per-hour shift differential
- Eligible employees may receive an additional $0.75 per hour for one language or $1.50 per hour for both Spanish and Portuguese, subject to assessment
- Employer contributes 5% to a 401(k) plan
- Paid time off begins accruing immediately
- 13 paid holidays annually
- Health coverage includes 80% of the medical plan premium and deductible
- Tuition reimbursement is available after one year
- Employment at United Way of Connecticut qualifies toward Public Service Student Loan Forgiveness
- Paid comprehensive training
- Ongoing coaching and supervision
- Supportive, inclusive, mission-focused work environment
- After training, the hybrid schedule includes four remote days and one in-office day