Call Center Representative (211 Contact Center Specialist Crisis) - 1st Shift Hybrid

United Way of Connecticut Inc•Rocky Hill, CT

17d•$24•Hybrid

About The Position

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.

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
(Crisis-related experience preferred)

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
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