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

United Way of Connecticut; Rocky Hill (CT); Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

$24/hour base pay

$4 shift differential

Hybrid schedule after training

Paid training

Health benefits

Paid time off

13 holidays

401(k) with employer match

Public Service Loan Forgiveness

Job summary

United Way of Connecticut, Inc. is seeking a Second Shift Crisis Contact Center Specialist in Rocky Hill, CT. The role performs calls, texts, and chats with individuals in crisis, providing compassionate support and resource connections.

The position supports a hybrid schedule after training (4 remote days, 1 in-office day) and requires a Bachelor’s degree plus 1 year in human services. Training is provided prior to live calls.

Qualifications

• 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.
• Crisis-related experience preferred

Responsibilities

• Be the calm in the storm: handle calls, texts and chats from individuals in crises.
• Provide compassionate support and de-escalate situations; connect callers to resources.
• Document interactions clearly to ensure continuity of care.
• Collaborate with a supportive team to ensure effective crisis response.
• Contribute to a 24/7 operation with adherence to protocols.

Skills

Customer service

Crisis support

Empathy

Communication

Education

Bachelor's degree

1 year in human services

Job description

Description

| 2-1-1 Crisis Contact Center Specialist – Second Shift | | Location: Rocky Hill, CT (Hybrid after training) | | Schedule: Second Shift | Typically 3:00 PM - 11:30 PM | | Pay: $24.00/hour ||

Be the Lifeline Someone Needs – Join Our 211 Crisis Contact Center Team!

Are you calm under pressure, compassionate at heart and ready to make a real difference? United Way of Connecticut is looking for everyday heroes to join our Second 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. Why You'll Love This Role

• Competitive Pay – $24/hour based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
• Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day.
• Mission-Driven Work – help people in crisis find safety, stability and hope.

What You’ll Do

• Be the calm in the storm: 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.

A Day in the Life

• 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.

We’ve Got You Covered

• 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.

Schedule & Environment

• Most schedules are primarily second shift, typically 3:00 p.m. - 11:30 p.m. However, some schedules may include a combination of second- and third-shift hours based on operational needs.
• Full-time position in a 24/7 operation
• Hybrid schedule after training (4 days remote, 1 day in office)
• Must be available to work holidays or during inclement weather as required
• Training on-site: Monday-Friday, 8:00 AM - 4:30 PM

Perks & 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

Requirements

Who Thrives Here?

• 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.
• Crisis-related experience preferred

Multiple positions currently available

Application Deadline

November 4, 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 [phone]. 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.Connecticut United Ways will continue to work with residents across all communities to co-create solutions that ensure everyone has the resources, supports, opportunities and networks they need to thrive.