Crisis Contact Center Specialist – First Shift (Hybrid)

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

Benefits offered by this job

Hybrid schedule after training

Competitive pay: $24/hour + $4 shift:

Paid training

Paid time off

13 paid holidays

Health benefits

Tuition reimbursement

Public Service Loan Forgiveness

Job summary

United Way of Connecticut, Inc. is seeking a 211 Crisis Contact Center Specialist for the First Shift in Rocky Hill, CT. The role is hybrid after training, with a schedule that typically runs 7:00 AM to 3:00 PM and the potential for some second-shift hours based on needs.

You will answer calls, texts and chats from individuals in crisis, provide compassionate support, and connect callers to life-saving resources while documenting interactions for continuity of care.

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: 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.

Skills

Active listening

De-escalation

Empathy

Customer service

Education

Bachelor’s degree in human services

Job description

United Way of Connecticut, Inc. is seeking a 211 Crisis Contact Center Specialist for the First Shift in Rocky Hill, CT. The role is hybrid after training, with a schedule that typically runs 7:00 AM to 3:00 PM and the potential for some second-shift hours based on needs.

You will answer calls, texts and chats from individuals in crisis, provide compassionate support, and connect callers to life-saving resources while documenting interactions for continuity of care.