211 Call Specialist - Remote

Overview

The 211 Call Specialist provides crisis de-escalation and social service referrals via various communication methods in a 24/7 call center setting, ensuring accurate documentation and adherence to policies.

In Short

• Answer inbound crisis and social service referral contacts via phone, text, chat, and email.
• Provide emotional support and crisis intervention to individuals.
• Assess each contact for suicide risk and provide safety planning.
• Gather information about callers' specific needs.
• Maintain confidentiality and adhere to policies.
• Complete required documentation accurately.
• Utilize supervisory consultation for guidance.
• Attend training and continuing education events.
• Participate in community disaster/emergency response plans.
• Perform other assigned duties as needed.

Requirements

• High school diploma or GED required; bachelor's degree preferred.
• AIRS or AAS certification preferred; must obtain certification within three years.
• At least one year of experience in a contact center or crisis hotline.
• Bilingual in English and Spanish preferred.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office, especially Outlook.
• Experience with client management databases.
• Self-starter with strong time management skills.
• Ability to thrive in a fast-paced environment.
• Familiarity with health and human services is desirable.

Benefits

• Professional work environment with support and recognition.
• Flexible work schedule with some evenings/weekend work required.
• Opportunity for skill improvement through training.
• Remote work option after initial training period.
• Potential for reasonable accommodations for individuals with disabilities.