United Way of Connecticut Inc
Call Center Representative (211 Contact Center Specialist) - 3rd Shift Hybrid
United Way of Connecticut Inc, Rocky Hill, Connecticut, United States
|2-1-1 Contact Center Specialist ??? Information & Referral/ Housing (3rd Shift)
|Location:
Rocky Hill, CT (Hybrid after training) |Schedule:
Third Shift | Typically 11:00 PM ??? 7:00 AM |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
Third Shift: Typically, 11:00 PM ??? 7:00 AM
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
|Location:
Rocky Hill, CT (Hybrid after training) |Schedule:
Third Shift | Typically 11:00 PM ??? 7:00 AM |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
Third Shift: Typically, 11:00 PM ??? 7:00 AM
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