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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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Second-Shift Call Center Representative — United Way of Connecticut (Hybrid)

Support Connecticut callers through the 211 contact center by connecting them with housing, utility, food, healthcare, and other community resources. Provide confidential referrals, advocacy, and assistance by phone, chat, and email.

USUnited StatesCTConnecticut
$21 / hour
HybridFull-timeMiddleSeniorEnglish RequiredCall Center Representative

Description

  • Respond to calls, chats, and emails from people seeking assistance and community resources.
  • Evaluate caller needs and connect them with housing, utility, food, healthcare, and other services.
  • Investigate complex barriers and advocate for appropriate support.
  • Explain available options and help callers determine practical next steps.
  • Record every interaction accurately to support continuity and follow-up.
  • Apply established procedures while protecting caller privacy and confidentiality.
  • Connect callers with housing assistance, rental support, and shelter resources.
  • Research community programs and customize referrals to individual circumstances.
  • Combine empathy with efficient problem-solving in a high-volume environment.
  • Work collaboratively with a mission-focused team.

Requirements

  • High school diploma or GED, together with relevant experience.
  • Educational or professional background in social work, psychology, counseling, or human services.
  • Experience with housing services, case management, advocacy, or call center work.
  • Customer service experience and a genuine interest in helping people solve problems.
  • Relevant internship or volunteer experience may qualify recent graduates.
  • Willingness and ability to work a second shift, generally from 3:00 PM to 11:00 PM.
  • Some schedules may combine second- and third-shift hours to meet operational needs.
  • Availability to work holidays or during severe weather when required.
  • Ability to complete the applicable language proficiency assessment for a language differential.

Benefits

  • Qualified hours may receive a $1.00–$2.00 per-hour second-shift differential.
  • After 90 days, qualified Spanish- or Portuguese-speaking employees who pass the applicable assessment may receive an additional $0.75 per hour for one language, or $1.50 per hour for both.
  • The employer makes an outright 5% 401(k) contribution.
  • Paid time off begins accruing immediately.
  • The role includes 13 paid holidays each year.
  • Health coverage includes 80% of the medical plan premium and deductible.
  • Tuition reimbursement becomes available after one year.
  • Employment qualifies toward Public Service Student Loan Forgiveness.
  • Paid, comprehensive training is provided.
  • Employees receive continuing coaching, supervision, and team collaboration.
  • After training, the hybrid schedule includes four remote days and one in-office day.
  • The workplace is supportive, inclusive, and mission-driven.

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