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Specialist, 211 & Crisis Services

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United Way

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Location:
United States , Orlando

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

18.15 USD / Hour
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Job Description:

Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment.

Job Responsibility:

  • Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment
  • Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts
  • Assess contact’s needs or situation using pertinent questions and the principles of active listening
  • Provide appropriate screenings for specialized programs
  • Access multiple databases for resources and appropriately refer contacts
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment
  • Maintain accurate data collection on all contacts in the appropriate database
  • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds
  • Advocate for clients within the framework of contact center protocols and procedures when appropriate
  • Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics
  • Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements
  • Complete all training for new programs and services related to 211 and Crisis Services when needed
  • Contribute to overall organizational success by performing other duties and responsibilities as assigned

Requirements:

  • High School diploma or equivalent required
  • One year of experience in social services, crisis hotline, contact center, or information and referral service preferred
  • Experience with Microsoft Office required
  • Client management databases or other relational database experience, preferred
  • Demonstrated knowledge of health and human services desired
  • Ability to effectively assess client needs and show sensitivity to issues presented by contacts
  • Ability to multi-task and work in a fast-paced contact center
  • Bilingual in English/Spanish preferred
  • Must have access to a private, secure, and stable high-speed internet connection
  • Must have access to a quiet, confidential workspace
  • Communications - Ability to communicate effectively
  • Business Ethics - Ability to work with integrity and ethics
  • Judgment - Ability to use sound judgement
  • Initiative - Ability to take initiative
  • Teamwork - Ability to work in a team environment

Nice to have:

  • One year of experience in social services, crisis hotline, contact center, or information and referral service preferred
  • Client management databases or other relational database experience, preferred
  • Demonstrated knowledge of health and human services desired
  • Bilingual in English/Spanish preferred
What we offer:
  • Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium
  • Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW
  • 401k w/ Company Contribution – after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan
  • Paid Time Off – Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over
  • Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time
  • Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed

Additional Information:

Job Posted:
February 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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