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

Description

|2-1-1 Contact Center Specialist – Information & Referral/ Housing (Second Shift)|Location: Rocky Hill, CT (Hybrid after training)
|Schedule: Second Shift | Typically 3:00 PM – 11:00 PM
|Pay: $21.00/hour|Be the connection that helps people find stability.
United Way of Connecticut is seeking compassionate, organized, and service-driven individuals to join our 2-1-1 Information & Referral / Housing teamIn this role, you will help individuals and families navigate essential resources such as housing, utilities, food access, healthcare, and other community-based supports. You are often the first step toward stability for people facing challenging circumstances.
What You’ll Do

• Answer calls, chats, and emails from individuals seeking information and community resources
  
• Assess caller needs and provide accurate referrals related to housing, utilities, food, healthcare, and social services
  
• Conduct research and advocacy for callers with more complex needs
  
• Support callers in navigating systems and understanding available options
  
• Document all interactions clearly to ensure continuity and follow-up
  
• Follow established protocols while maintaining confidentiality
  
• Work collaboratively as part of a supportive, mission-driven contact center
  

What a Typical Shift Looks Like

• Helping callers locate housing resources, rental assistance, or shelter options
  
• Providing clear guidance to individuals who feel overwhelmed or unsure where to start
  
• Researching community programs and delivering tailored referrals
  
• Balancing empathy with problem-solving in a fast-paced environment
  

You Will Be Supported

• Paid, comprehensive training before handling live contacts
  
• Ongoing coaching, supervision, and team collaboration
  
• Clear workflows, protocols, and performance expectations
  
• A culture that values accuracy, compassion, and sustainability in helping others
  

Schedule & Work Environment

• Second Shift: Typically, 3:00 PM – 11:00 PM
  
• Full-time position in a 24/7 contact center environment
  
• Hybrid schedule after training (4 days remote, 1 day in office)
  
• Training Schedule: Monday–Friday, 8:00 AM – 4:30 PM l Monday - Friday 3:00 PM- 11:30 PM (available March 2026)
  
• Must be available to work holidays or during inclement weather as required
  

Pay & Benefits

• $21.00/hour
  
• 5% employer-paid 401(k) contribution
  
• Paid Time Off begins immediately
  
• 13 paid holidays or premium pay if worked
  
• Supportive, inclusive, mission-driven workplace

Requirements

Who This Role Is Great For

• Individuals with backgrounds in social work, psychology, counseling, or human services
  
• 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
  

Minimum Qualifications

• High School Diploma or GED plus relevant experience

3 positions currently availableApplication DeadlineFebruary 12, 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 (860) 571-7500. 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.