Call Center Representative (211 Contact Center Specialist Crisis) - 1st Shift 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. 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 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) Benefits • $1,000 sign-on bonus • 5% employer-paid 401(k) contribution • Paid Time Off begins immediately • 13 paid holidays or premium pay if worked • Supportive, inclusive, mission-driven work environment Apply tot his job