Call Center Representative (211 Contact Center Specialist Crisis) - 3rd Shift Hybrid

United Way of Connecticut Inc • Rocky Hill, CT

6h • $24 - $27 • Hybrid

About The Position

United Way of Connecticut is looking for everyday heroes to join our Third Shift Crisis Contact Center Specialists team. This isn’t just a job—it’s a chance to be the voice of hope when someone needs it most. When people are facing their hardest moments, you’ll be the one who answers the call—literally. Your presence matters, and your impact will be felt every single day. You’ll help someone struggling with anxiety find peace. You’ll listen to someone in distress and guide them toward hope. You’ll never handle crises alone, collaboration is key.

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 pros looking for meaningful work.
• Recent grads 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

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—whether it’s community providers, mobile crisis teams or emergency services.
• Document interactions clearly to ensure continuity of care.
• Work as part of a supportive team that always has your back.

Benefits

• $24.00–$26.60/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 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level