Call Center Representative (211 Contact Center Specialist Crisis) - 1st Shift Hybrid
The Call Center Representative at Confidential Client serves as a vital lifeline for individuals experiencing emotional or mental health crises by providing compassionate support and connecting them to essential resources. This full-time hybrid role involves answering calls, texts, and chats, employing de-escalation techniques, and collaborating within a supportive team environment to ensure continuity of care and positive outcomes for callers.
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, Nonprofit — Healthcare & Community Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Why This Role Matters
Be the lifeline someone needs. Our Confidential Client's 211 Crisis Contact Center is seeking compassionate, calm, and resilient Call Center Representatives to join the First Shift team in Rocky Hill, CT (hybrid after training). You'll answer calls, texts, and chats from people in emotional and mental-health crises and connect them with life‑saving resources.
Compensation & Schedule
- $24.00 per hour (based on experience, education, and internal equity)
- $4.00/hour shift differential for qualifying hours
- Hybrid schedule after training: typically 4 remote days and 1 in-office day
- Typical first shift schedule: ~7:00 AM – 3:00 PM (some schedules may mix first- and second-shift hours)
- Full-time role in a 24/7 operation; must be available for holidays and inclement weather coverage as required
- Training on-site: Monday–Friday, 8:00 AM – 4:30 PM
What You’ll Do
- Answer inbound calls, texts, and chats from individuals experiencing emotional or mental-health crises
- Provide compassionate, calm support and apply de-escalation techniques
- Triage situations and connect callers to appropriate resources (community providers, mobile crisis teams, or emergency services)
- Accurately document interactions to ensure continuity of care and safe handoffs
- Follow clear protocols and escalation pathways and collaborate closely with teammates and supervisors
A Day in the Life
You’ll listen closely, provide immediate emotional support, and help callers access services that promote safety and stability. You won’t be alone — work is supported by structured coaching, supervision, and team collaboration.
Training & Support
- Paid, comprehensive training before taking live calls
- Ongoing coaching, supervision, and clear escalation procedures
- A workplace culture that recognizes compassion fatigue and supports employee wellbeing
Perks & Benefits
- $24.00/hour base pay plus $4.00/hour shift differential when applicable
- Additional language proficiency pay: after 90 days, eligible employees fluent in Spanish and/or Portuguese may receive $0.75/hour (one language) or $1.50/hour (both)
- Employer 401(k) contribution (outright 5%)
- Immediate accrual of Paid Time Off; 13 paid holidays per year
- Generous medical benefits (example: ~80% premium and deductible coverage for medical plan)
- Tuition reimbursement after 1 year
- Employment may count toward Public Service Loan Forgiveness
- Supportive, mission-driven workplace focused on equity and inclusion
Who Thrives Here (Requirements & Qualifications)
- Bachelor’s degree plus 1 year experience in human services OR equivalent experience in crisis response
- Backgrounds in social work, psychology, counseling, criminal justice, shelter/hotline work, or mental-health services are a strong fit
- Crisis-response, hotline, or related experience preferred; customer service experience transferable
- Strong listening, de-escalation, and documentation skills
- Ability to work in a structured, protocol-driven environment and to collaborate in a 24/7 operation
- Bilingual candidates encouraged to apply; Spanish and Portuguese proficiency can lead to additional pay after verification
Other Details
- Multiple positions available
- Training and initial work are on-site; hybrid remote schedule available after training
- Application deadline: November 4, 2026
- Location: Rocky Hill, Connecticut (CT). This posting complies with applicable federal and state hiring laws.
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.
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