211/988 Call Specialist

Call Specialists are the first point of contact for individuals using the 211 Information & Referral line and the 988 Suicide & Crisis Lifeline, providing immediate and professional services to callers. They provide information and referral services, emotional support, crisis intervention, suicide risk assessment, and connections to community resources through phone, text, email, and other approved communication channels. Call Specialists are cross-trained for both 211 and 988 operations and may be assigned to either service based on operational needs.

Using active listening, motivational interviewing, and evidence-based intervention practices, the Call Specialist assesses each person's circumstances, household demographics, safety, and needs; provides appropriate support; develops safety plans when necessary; and connects individuals with relevant community resources. All interactions are conducted in accordance with 988 Lifeline standards, Inform USA guidelines, United Way policies, and applicable best practices.

Beginning Salary is $17.00.

Essential Functions:

• Assess the needs of individuals contacting 988 and 211 using active listening, motivational interviewing, and evidence-based communication techniques; provide crisis intervention, resource navigation, information and referral services, linkage to community resources, and follow-up contact when appropriate.
• Conduct suicide risk assessments, provide crisis intervention and de-escalation services, develop collaborative safety plans, and consult with supervisory or clinical staff when imminent safety risks are identified.
• Maintain accurate, timely, and confidential documentation of all contacts, assessments, interventions, referrals, safety plans, and follow-up activities in accordance with agency policies and applicable privacy regulations.
• Maintain proficiency in 211 and 988 service delivery standards and current knowledge of community resources to ensure accurate and effective support.
• Be prepared to begin work promptly at the start of each shift, adhere to assigned schedule and breaks, maintain active communication through approved platforms, and respond appropriately to supervisory and operational communications during scheduled work hours.

Additional Responsibilities:

• Represent United Way of West Florida professionally in all interactions with community partners, service providers, stakeholders, and the public.
• Support a positive, collaborative, and inclusive workplace culture consistent with the mission, vision, and values of United Way of West Florida.
• Participate in training, supervision, quality improvement, and professional development activities; obtain Inform USA Community Resource Specialist certification within six months of eligibility.
• Participate in community meetings, outreach events, and special projects as assigned by leadership.
• Complete assigned resource database updates within established timelines.

Qualifications:

• Associate degree or higher in Human Services, Social Work, Psychology, Public Health, Behavioral Health, or a related field preferred.
• Minimum of two (2) years of experience in human services, information and referral, community navigation, crisis intervention, behavioral health, call center operations, customer service, social services, community outreach, or a related field preferred. Lived experience supporting a family member through a mental health or substance use crisis is a plus.
• Ability to pass and maintain a Level 2 background check and successfully complete pre-employment drug screening.
• Demonstrated ability to engage individuals from diverse backgrounds with empathy, professionalism, cultural humility, sound judgment, and effective communication skills.
• Ability to speak clearly, hear and understand conversations, and communicate effectively with callers, coworkers, supervisors, and community partners.
• Ability to effectively assess needs, manage multiple priorities, maintain composure in high-stress situations, and work independently while contributing to team goals.
• Proficiency with computers, contact center technology, software applications, databases, and other technology platforms required to perform job duties.
• Demonstrated adaptability, accountability, and flexibility to work within a 24/7 operational environment, including remote and in-office assignments as needed.
• Ability to work effectively during periods of high call volume, crisis situations, or emergency operations.

Physical Demands:

• Prolonged periods of sitting at a computer workstation and wearing a headset while responding to contacts by phone, text, email, or other communication platforms.
• Ability to maintain concentration and attention to detail for extended periods while managing multiple computer applications and communication channels.
• Occasional lifting or carrying of office supplies or outreach materials up to 15 pounds.
• Frequent contact with individuals in emotional distress or crisis, including exposure to difficult, traumatic, or high-stress conversations as an inherent part of the role.

United Way Core Competencies:

• Mission-Focused: Catalyzes others’ commitment to the mission to create social change that leads to better lives and healthier communities. This drives performance and professional motivation.
• Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
• Collaborator: Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
• Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
• Brand Steward: Steward of the brand and understands their role in growing and protecting the reputation and results of the greater network