Call Center Specialist

United Way of West Florida is a nonprofit organization that brings together community members and partners to expand opportunities and access for people in Escambia and Santa Rosa counties. The organization focuses on improving education, income, health, and disaster resilience by recognizing these as the essential building blocks of opportunity. By collaborating with local agencies and stakeholders, United Way of West Florida works to strengthen support systems and services for neighbors in need.

Team members are encouraged to “Live United” by contributing to meaningful, local impact and helping residents thrive. Joining the organization offers a chance to make a tangible difference in Escambia and Santa Rosa Counties.

The Call Center Specialist is a full-time, on-site role based in Pensacola. 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.

Because 211 and 988 operate 24 hours a day, 7 days a week, Call Specialists must be flexible and able to adapt to schedule changes to support program operations, including occasional overtime due to personnel needs, disasters, and other emergency situations.

• 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.