Job Information
United Way of Connecticut 2-1-1 Contact Center Specialist - Information and Referral Services in Rocky Hill, Connecticut
2-1-1 Contact Center Specialist - Info and Referral Services Best Place to work 2023!
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.
What you will do 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.
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.
Shift Available: Sunday - Monday: 12pm-10:30pm Friday-Saturday 12pm - 10:30pm.
Tuesday-Saturday: 02:00pm-10:30pm
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
The Pay $21.00 per hour PLUS shift differential Additional $0.75 per worked hour for certified Spanish- or Portuguese-speaking staff ($1.50 per hour worked for both languages) after 90 days on the job
Benefits available for Regular Full Time openings: An outright 8% 401(k) contribution. Paid Time Off- you begin accruing immediately! 13 paid holidaysper year or special pay for worked holidays Supportive, culturally diverse, and inclusive company culture. And more! *Training takes place Monday - Friday, 8:00am - 4:30pm regardless of work shift. After job training, position will be hybrid (in office and remote).