About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Healthcare & Nursing.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

Be the lifeline for people in crisis. As a 211 Crisis Contact Center Specialist (Second Shift), you will:

• Answer inbound calls, texts and chats from individuals experiencing emotional or mental health crises.
• Provide calm, compassionate support and use evidence-based de-escalation techniques.
• Assess risk and connect callers to appropriate resources — community providers, mobile crisis teams, or emergency services.
• Accurately document each interaction to ensure continuity of care.
• Escalate high-risk situations following established protocols and work collaboratively with your team and supervisors.

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A Day in the Life

You may:

• Take several high-stakes contacts per shift where your listening and crisis-intervention skills directly improve outcomes.
• Coordinate with colleagues and supervisors on complex cases — you won’t be alone managing crises.
• Use internal resource directories and referral systems to quickly connect people to help.

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Schedule & Environment

• Primary schedule: Second shift (typically 3:00 PM – 11:30 PM). Some schedules may include second- and third-shift combinations based on operational needs.
• Full-time role in a 24/7 operation.
• Hybrid after training: 4 remote days and 1 in-office day.
• Training onsite: Monday–Friday, 8:00 AM – 4:30 PM.
• Must be available to work holidays or during inclement weather as required.

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Compensation & Pay Transparency

• Base pay: $24.00 per hour (based on relevant experience, education, and internal equity).
• Shift differential: $4.00 per hour for qualifying shift hours.
• Language proficiency bonus: Employees who are proficient in Spanish and/or Portuguese and who successfully complete the language assessment after 90 days may be eligible for an additional $0.75/hr for one language or $1.50/hr for both.
• Benefits summary: employer 401(k) contribution, paid time off accrual beginning immediately, 13 paid holidays per year, generous health benefits (including 80% coverage of medical plan premium and deductible), tuition reimbursement after 1 year, and eligibility for Public Service Loan Forgiveness credit for qualifying employment.

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Perks & Support

• Paid, comprehensive training before you take your first live contact.
• Ongoing coaching, supervision, and clear escalation pathways.
• A workplace culture that prioritizes staff wellbeing and addresses compassion fatigue.

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Who Thrives Here / Requirements

• Bachelor’s degree plus 1 year in human services (social work, psychology, counseling, criminal justice, etc.), or equivalent experience.
• Experience in crisis response, mental health services, shelters, hotlines, or related human services strongly preferred.
• Strong communication, active listening, and de-escalation skills.
• Customer-service experience and the ability to remain calm under pressure are valued.
• Bilingual candidates (Spanish and/or Portuguese) encouraged to apply.
• Multiple positions available.

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Why This Role Matters

You’ll answer calls at moments when people are at their most vulnerable. Your compassionate response and ability to connect callers to life-saving resources will have immediate, measurable impact on individuals and communities.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.