Position Title: 2-1-1 Call Specialist

Position Summary:

The 2-1-1 Call Specialist provides compassionate, professional support to individuals seeking assistance through phone, text, email, and in-person inquiries. This role connects individuals and families to essential community resources while also delivering crisis intervention, emotional support, and follow-up services. This position includes both information & referral services and crisis response, including suicide risk assessment, safety planning, and de-escalation. The Call Specialist plays a critical role in supporting the mission of Fairfield County 2-1-1 by improving access to health and human services and promoting community well-being.

Key Responsibilities:

• Respond to incoming calls, texts, emails, and walk-in inquiries to assess needs and provide accurate information, referrals, and emotional support.
• Engage all individuals in a compassionate, non-judgmental, and culturally responsive manner.
• Conduct thorough needs assessments using active listening, including identifying crisis situations and behavioral health concerns.
• Provide crisis intervention services, including de-escalation, suicide risk assessment, and safety planning as appropriate.
• Offer emotional support and assist individuals in identifying coping strategies and next steps.
• Research and connect individuals to appropriate community resources, verifying eligibility and availability of services.
• Advocate on behalf of individuals when necessary to ensure access to services.
• Conduct follow-up contacts to confirm connection to services and ensure ongoing safety and support.
• Accurately document all interactions and collect required demographic data in accordance with agency and accreditation standards.
• Maintain confidentiality and adhere to agency policies, Code of Ethics, and Consumer Rights guidelines.
• Participate in required trainings, staff meetings, and continuous quality improvement efforts.
• Support uninterrupted daily operations and perform other duties as assigned.

Performance Expectations:

• Maintain accurate, thorough, and timely documentation for all client interactions.
• Meet established productivity, call handling, and quality assurance standards.
• Demonstrate consistent adherence to agency protocols, procedures, and service delivery guidelines.
• Provide high-quality, empathetic service aligned with best practices in information & referral and crisis response.

Minimum Qualifications:

• High School Diploma or equivalent.
• Strong communication and active listening skills (verbal and written).
• Basic computer proficiency, including Microsoft Office and database systems.
• Ability to remain calm, professional, and effective in high-stress situations.

Preferred Qualifications:

• Experience in behavioral health, social services, crisis intervention, or information & referral.
• Knowledge of community resources and human service systems.
• Experience working in a call center, hotline, or high-volume service environment.

Skills & Competencies:

• Strong critical thinking, problem-solving, and decision-making abilities.
• Excellent time management and organizational skills with attention to detail.
• Ability to work both independently and collaboratively within a team.
• Cultural competency and the ability to effectively engage individuals from diverse backgrounds.
• Respect for differing values, traditions, and lifestyles.
• Flexibility and adaptability in a fast-paced environment.

Work Environment:

• Fast-paced, high-volume contact center environment.
• Regular exposure to emotionally sensitive and high-stress situations.
• May require evening, weekend, or holiday shifts based on operational needs.
• Position may be in-office, remote, or hybrid depending on agency requirements.

Training Requirements:

• Completion of required onboarding and ongoing training in crisis intervention, suicide prevention, and information & referral standards (e.g., AIRS) within designated timeframes.

Position Information:

• Entry Level Part Time – 20 hours per week
• $14.50/hr with up to $.50/hr increase upon successful completion of training period
• 13 Paid Holidays
• This position is NOT remote and will work out of the 211 office

If interested, please submit your resume to info@fairfieldcounty211.org