Call Center Representative (211 Contact Center Specialist Information and referral or Crisis) - Hybrid

United Way of Connecticut Inc•Rocky Hill, CT

28d•$21 - $24•Hybrid

About The Position

211 Contact Center Specialist - Crisis $1000 signing bonus We are also looking for a compassionate, flexible, detail-oriented person serve as the first line of help to youth and adults experiencing crisis. You will serve as an essential member of the team of people staffing 2-1-1's 24/7 crisis call center who together also field calls referred through the National Suicide Prevention Lifeline. You will provide emotional support, information, referrals, and intervention to callers experiencing crises as well as the state agencies and community providers in a position to provide direct assistance. OR 211 Contact Center Specialist - Info & Referral Services We are looking for a patient, empathetic person to serve as a member of the team providing information and referrals to youth and adults seeking assistance via 211’s 24/7 call centers, showing compassion for callers as you assist them in accessing basic needs services such as rental, food, and utility assistance. You will partner with callers to creatively problem-solve, help them advocate for themselves and advocate on their behalf as they navigate the array of resources available to them. You will provide information and referrals to callers, as well as the state agencies and community providers in a position to provide direct assistance. You will be a critical resource, connecting clients with services in the community and helping them overcome barriers to their well-being. When and where you will work We offer a hybrid work environment from home and from the office. Please note that our team works 24/7 to cover all shifts including inclement weather and holidays. Crisis/I&R 1st, 2nd, 3rd Why you should work here Competitive pay plus On-the-job training with the opportunity for professional growth within United Way Opportunity to work as part of a team passionate about raising the quality of services in our state

Requirements

For Crisis Contact Specialists: Minimum of HS diploma (or GED), A.S. with 5 years of HHS experience OR B.A./B.S. with 1-year HHS experience. SW degree preferred by also appropriate is Psychology, Criminal Justice.
Some level of crisis experience included but not limited to direct service with mental health agency, group home, etc.
For Information and Referral/Housing Crisis Specialists: Minimum of HS diploma (or GED), A.S. with 5 years of HHS experience OR B.A./B.S. with 1-year HHS experience. SW degree preferred by also appropriate is Psychology, Criminal Justice.
Some level of human service experience included but not limited to direct service at community agency, group home, etc.
Newly graduated students can also be considered if they have had internship experience in line with #2 above.
You have either experience in the social services field or experience working in a call center or customer service capacity.

Responsibilities

You will field calls, chats, and texts from adults and youth who are experiencing mental health crises, listening carefully to their needs and providing information and referrals to community-based providers.
You will provide problem-solving support to callers with more complex needs, linking callers with mobile crisis staff or other emergency service staff when necessary.
You will document communications, ensuring continuity and follow-up as needed.
You will field calls, chats, and texts from adults and youth in need of assistance, listening carefully to their needs and providing information and referrals to community-based providers.
You will provide problem-solving support to callers with more complex needs, linking callers with resources in the community.
You will document communications, ensuring continuity and follow-up as needed.
You will also work with local social service agencies to identify gaps, communicating needs to leadership that will improve the quality of Connecticut’s social service infrastructure.