Call Center Representative (211 Contact Center Specialist Crisis) - 2nd Shift Hybrid

United Way of Connecticut Inc•Rocky Hill, CT

11h•Hybrid

About The Position

United Way of Connecticut is seeking Second Shift Crisis Contact Center Specialists to join their team. This role involves answering calls, texts, and chats from individuals experiencing emotional or mental health crises, providing compassionate support, de-escalating situations, and connecting callers to essential resources. The position is mission-driven, offering a chance to make a significant impact by being a voice of hope during difficult times. Collaboration and a supportive team environment are emphasized.

Requirements

Bachelor's degree + 1 year in human services.
Backgrounds in social work, psychology, counseling or criminal justice.
Experience in crisis response, mental health services, shelters or hotlines.
Customer service experience.
Recent graduates with relevant internships.
Must be available to work holidays or during inclement weather as required.
Training on-site: Monday–Friday, 8:00 AM – 4:30 PM.

Nice To Haves

Crisis-related experience preferred.
Proficiency in Spanish and/or Portuguese.

Responsibilities

Answer calls, texts and chats from individuals in emotional or mental health crises.
Provide compassionate support and use proven techniques to de-escalate situations.
Connect callers to life-saving resources such as community providers, mobile crisis teams, or emergency services.
Document interactions clearly to ensure continuity of care.
Work as part of a supportive team.

Benefits

$24.00/hour, based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
Employees who are proficient in Spanish and/or Portuguese and successfully complete the applicable language proficiency assessment after 90 days of employment may be eligible to receive an additional $0.75 per hour for proficiency in one language or $1.50 per hour for proficiency in both languages.
An outright 5% Employer 401(k) contribution.
Paid Time Off in a calendar year – you begin accruing immediately!
13 paid holidays per year.
Generous health benefits including 80% coverage of your medical plan premium and deductible.
Tuition reimbursement (after 1 year).
Employment at UWC counts toward Public Service Student Loan Forgiveness.
Supportive, inclusive, mission-driven workplace.
Hybrid schedule after training (4 days remote, 1 day in office).
Paid, comprehensive training before you take your first live call.
Ongoing coaching and supervision.
Clear protocols and escalation pathways.
A workplace culture that prioritizes your wellbeing and understands compassion fatigue.