Hybrid Remote 211 Information & Referral Specialist

United Way of Connecticut; Rocky Hill (CT); Hybrid; USD 43,000 - 48,000; Full time

Benefits offered by this job

Hybrid schedule after training

Shift differential

Comprehensive benefits

Paid training

Public Service Loan Forgiveness (elig)

Job summary

United Way of Connecticut is seeking a dedicated 211 Contact Center Specialist for the Information & Referral/Housing team in Rocky Hill, CT. This second-shift, full-time role operates in a hybrid schedule after training, with a starting pay of $21.00/hour plus shift differential.

You will guide callers to housing resources, utilities, food, healthcare, and other essential services, providing compassionate referrals and ongoing follow-up.

Qualifications

• High School Diploma or GED plus relevant experience.
• Experience in housing services, case management, advocacy, or call center environments.
• Customer service professionals who enjoy helping others problem-solve.
• Newly graduated candidates with relevant internship or volunteer experience.

Responsibilities

• Answer calls, chats and emails from people seeking support and community resources.
• Assess needs and provide referrals for housing, utilities, food, healthcare and more.
• Dig deeper when needed—researching and advocating for callers facing complex barriers.
• Help callers understand their options and take next steps.
• Document each interaction clearly to ensure continuity and follow-up.
• Follow established protocols while safeguarding caller confidentiality.
• Collaborate with a caring, mission-driven team.

Skills

Communication

Empathy

Problem-solving

Customer service

Multitasking

Education

High School Diploma or GED

Job description

United Way of Connecticut is seeking a dedicated 211 Contact Center Specialist for the Information & Referral/Housing team in Rocky Hill, CT. This second-shift, full-time role operates in a hybrid schedule after training, with a starting pay of $21.00/hour plus shift differential.

You will guide callers to housing resources, utilities, food, healthcare, and other essential services, providing compassionate referrals and ongoing follow-up.