Call Center Representative/Resource Center Specialist

211 Palm Beach•Lantana, FL

6d•Hybrid

About The Position

The Resource Center Specialist provides information, assessment, referral, emotional support, and crisis intervention to people seeking assistance through approved communication platforms, including phone, text, and email. The role involves assessing needs and suicide risk, developing safety plans, and connecting individuals with appropriate resources and services. Specialists support callers experiencing crises related to trauma, abuse, violence, sexual assault, mental health concerns, and suicide. The position requires strong crisis-intervention and communication skills, flexibility, broad availability, and adherence to confidentiality, performance standards, and agency policies. The position is based at a temporary Delray Beach location for approximately 12–18 months, after which it will relocate to Lantana in a newly constructed building. This is a 24/7 operation, with day, evening, and overnight shifts available. Shifts include one weekend day and may follow Tuesday–Saturday or Sunday–Thursday schedules. Applicants willing to work both weekend days may be eligible for an alternate schedule with two consecutive weekdays off, based on operational needs. Shift assignments depend on availability and coverage needs. Employees complete a training program followed by a structured, on-the-job nesting phase, with the combined period expected to last approximately 6–8 weeks. Following training and nesting, schedules at the temporary Delray Beach location may be hybrid, with approximately two remote days per week. Remote work requires an agency-approved private workspace, reliable high-speed internet, use of agency-issued equipment and approved systems, and compliance with confidentiality, attendance, productivity, monitoring, documentation, and performance standards. Remote approval may be suspended or revoked for performance issues, policy violations, disaster activations, continuity events, or operational needs. Starting pay is $18 per hour, with opportunities for shift differentials. Higher rates are available for candidates with additional language skills (English/Spanish or English/Creole) and educational qualifications. Continued employment is contingent on successful completion of required training, certifications, and recurrent training obligations. Local and national background clearance is required.

Requirements

High school diploma or equivalent.
At least two years of experience in customer service, social work, human services, or a related field.
Ability to establish rapport and communicate effectively with callers and staff using remote communication platforms.
Empathy, compassion, and a nonjudgmental approach when assisting individuals in distress.
Ability to maintain confidentiality and handle sensitive information professionally in a remote setting.
Proficiency with computer systems, databases, and remote communication tools.
Strong organizational and time-management skills, including the ability to work independently.
Professional demeanor during virtual and audio interactions.
Reliable attendance and punctuality.
Availability to work holidays, weekends, and overnight shifts as scheduled.
Successful completion of required training, certifications, and recurrent training obligations is required for continued employment.
Local and national background clearance required.
Ability to meet remote-work requirements, including working from an agency-approved private, enclosed workspace; maintaining reliable high-speed internet; using agency-issued equipment and approved systems; and meeting confidentiality, safety, quality, productivity, attendance, and performance standards.

Nice To Haves

Associate degree.
Familiarity with community resources.
Bilingual English/Spanish or English/Creole language skills.
Willingness to work both Saturday and Sunday may qualify applicants for an alternate schedule with two consecutive weekdays off, depending on operational needs.

Responsibilities

Assess the needs of callers seeking 211 assistance and provide para-professional counseling, information and referral services, crisis intervention, suicide de-escalation, and linkage services in accordance with 211 guidelines.
Provide empathetic, supportive service using active listening, problem-solving, and de-escalation techniques.
Assess suicide risk and respond according to agency policies, protocols, and procedures.
Provide accurate and timely information and referrals to appropriate community resources.
Document client interactions accurately in approved 211 software and systems in compliance with agency standards.
Identify callers who need additional 211 advocacy services and refer them to internal programs when appropriate.
Follow up with designated at-risk callers to assess outcomes and support continuity of care.
Complete follow-up and advocacy services related to Crisis Counseling Program (CCP) calls as assigned.
Attend required staff meetings, training, in-services, and conferences, both virtual and in person, and maintain annual and ongoing training requirements.
Perform other duties as assigned.