Call Center Representative (211 Contact Center Specialist Crisis) - 3rd Shift Hybrid
About The Position
2-1-1 Crisis Contact Center Specialist – Third Shift |Location: Rocky Hill, CT (Hybrid after training) |Schedule: Third Shift | Typically 11:00 PM – 7:00 AM |Pay: $24.00/hour + $4.00 shift differential for qualified hours worked |$1,000 SIGN-ON BONUS |Be the voice someone needs in their hardest moment. United Way of Connecticut is seeking compassionate, calm, and reliable individuals to join our 2-1-1 Crisis Contact Center as First Shift Crisis Contact Center Specialists. In this role, you will support adults and youth experiencing mental health crises by providing emotional support, crisis intervention, and connection to critical community resources. You are often the first person a caller speaks to during a moment of distress. Your presence matters. Sign-On Bonus$1,000 sign-on bonus for eligible new hiresBonus details provided during the hiring process What You’ll Do Answer calls, texts, and chats from individuals experiencing emotional or mental health crises Provide calm, compassionate support and crisis de-escalation Assess caller needs and connect them to community providers, mobile crisis teams, or emergency services when appropriate Document interactions clearly to ensure continuity of care Follow established crisis protocols while maintaining confidentiality Work as part of a supportive, mission-driven crisis response team What a Typical Shift Looks Like Supporting callers experiencing anxiety, emotional distress, or suicidal ideation Using active listening and structured tools to stabilize situations Collaborating with supervisors and teammates so you are never handling crises alone You Will Be Supported Paid, comprehensive training before taking live crisis contacts Ongoing coaching and supervision Clear protocols and escalation pathways A workplace culture that recognizes compassion fatigue and prioritizes staff wellbeing Schedule & Work Environment Third Shift: Typically, 11:00 PM – 7:00 AM Full-time position in a 24/7 operation Hybrid schedule after training (4 days remote, 1 day in office) Training Schedule: Monday–Friday, 8:00 AM – 4:30 PM l Monday - Friday 3:00 PM- 11:30 PM (available March 2026) Must be available to work holidays or during inclement weather as required Pay & Benefits $24.00/hour + $4.00 shift differential for qualified hours worked $1,000 sign-on bonus 5% employer-paid 401(k) contribution Paid Time Off begins immediately 13 paid holidays or premium pay if worked Supportive, inclusive, mission-driven work environment Requirements Who This Role Is Great For Bachelor’s degree with 1 year of human services experience Individuals with backgrounds in social work, psychology, counseling, or criminal justice Experience in crisis response, mental health services, group homes, shelters, or hotlines Customer service professionals seeking meaningful, purpose-driven work Newly graduated candidates with relevant internship experience Minimum Qualifications (Crisis-related experience preferred) 7 positions currently available Application DeadlineFebruary 12, 2026 United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. United Way fights for the health, education, and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people.
Requirements
- Bachelor’s degree with 1 year of human services experience
- Individuals with backgrounds in social work, psychology, counseling, or criminal justice
- Experience in crisis response, mental health services, group homes, shelters, or hotlines
- Customer service professionals seeking meaningful, purpose-driven work
- Newly graduated candidates with relevant internship experience
Responsibilities
- Answer calls, texts, and chats from individuals experiencing emotional or mental health crises
- Provide calm, compassionate support and crisis de-escalation
- Assess caller needs and connect them to community providers, mobile crisis teams, or emergency services when appropriate
- Document interactions clearly to ensure continuity of care
- Follow established crisis protocols while maintaining confidentiality
- Work as part of a supportive, mission-driven crisis response team
Benefits
- $1,000 sign-on bonus
- 5% employer-paid 401(k) contribution
- Paid Time Off begins immediately
- 13 paid holidays or premium pay if worked
- Supportive, inclusive, mission-driven work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
