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

Description |211 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: Starting at $21.30/hour (up to $23.65/hour based on relevant experience, education, and internal equity) + applicable shift differential | Be the Connection That Helps People Find Stability - Step into a Role Where One Call Can Change a Life. Competitive Pay – $21.30–$23.65 /hour plus great benefits. · Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day. · Mission-Driven Work – help people find safety, stability and hope. What You’ll Do You’ll be the calm, knowledgeable guide who helps people find their footing: Answer calls, chats and emails from people seeking support and community resources. Assess needs and provide accurate, meaningful 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 feel empowered to 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 that’s always ready to support you. A Day in the Life Every day is different—but always meaningful. Help callers find housing resources, rental assistance or shelter. Provide steady, clear guidance to people who feel overwhelmed. Research community programs and tailor referrals to specific needs. Balance empathy with efficient problem-solving in a fast-paced environment. If you love variety and purpose, you’ll thrive here. We’ve Got You Covered We’ve got your back—every step of the way. Paid, comprehensive training before you take your first live call. Ongoing coaching, supervision and team collaboration. Clear workflows and protocols to help you succeed. A culture centered on accuracy, and sustainable caregiving. Schedule & Environment Full-time position in a 24/7 operation Most schedules are primarily second shift (typically 3:00 p.m. – 11:00 p.m.); however, some positions may require a combination of second- and third-shift hours based on operational needs. Hybrid schedule after training (4 days remote, 1 day in office) Must be available to work holidays or during inclement weather as required Training: Monday–Friday, 8:00 AM – 4:30 PM Perks & Benefits $21.00 - $23.65/hour + $1.00 - $2.00 shift differential for qualified hours worked · Spanish- or Portuguese-speaking applicants who are hired and successfully complete the applicable language proficiency assessment after 90 days of employment will get an additional $.75 per hour (an additional $1.50 per hour for both languages). · An outright 5% 401(k) contribution. · Paid Time Off in a calendar year – you begin accruing immediately! · 13 paid holidays per year. · Generous health benefits including 80% coverage of your medical plan premium and deductible. · Tuition reimbursement (after 1 year). · Employment at UWC counts toward Public Service Student Loan Forgiveness. · 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 Multiple positions currently available Application Deadline August 22, 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