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 calm in the storm as a 211 Crisis Contact Center Specialist on second shift. You will answer calls, texts and chats from people experiencing emotional or mental health crises and provide immediate, compassionate support.

• Triage and de-escalate crisis calls using established protocols.
• Connect callers to appropriate resources (community providers, mobile crisis teams, emergency services).
• Document interactions clearly and accurately in case notes and referrals.
• Escalate urgent situations per protocol and collaborate with teammates and supervisors.
• Participate in team debriefs and follow supervision/coaching guidance.

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A Day in the Life

You’ll take inbound contacts from callers in distress, provide short-term crisis intervention, and guide callers toward safety and stability. You’ll work as part of a supportive team with clear escalation pathways — you are never handling high-risk situations alone.

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Schedule & Environment

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

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Training & Support

• Paid, comprehensive onboarding before taking live contacts.
• Ongoing coaching, supervision and clear escalation procedures.
• Policies and culture that acknowledge compassion fatigue and provide supportive resources.

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Perks & Benefits

• $24.00–$26.60 per hour (based on experience, education, and internal equity) plus a $4.00/hour shift differential for qualifying hours worked.
• Language proficiency pay: eligible employees proficient in Spanish and/or Portuguese may receive an additional $0.75/hr (one language) or $1.50/hr (both) after passing assessments.
• Employer 401(k) contribution (outright 5%).
• Paid Time Off accrual begins immediately and 13 paid holidays per year.
• Generous health benefits covering approximately 80% of medical plan premium and deductible.
• Tuition reimbursement after 1 year of employment.
• Time worked at the organization counts toward Public Service Loan Forgiveness.
• Mission-driven, inclusive workplace culture.

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Who Thrives Here / Requirements

• Bachelor’s degree plus 1 year of experience in human services (social work, psychology, counseling, criminal justice) OR comparable crisis-response experience.
• Experience in crisis hotlines, mental health services, shelters, or related settings preferred.
• Strong communication, active listening, and de-escalation skills.
• Customer-service background and recent graduates with relevant internships are encouraged to apply.
• Ability to work second shift and attend required on-site training.
• Multiple positions available.

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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.