Open Positions

Now Hiring: 2-1-1 Call Center / Information & Referral (I&R) Specialist

United Way of Central Texas (Temple, TX)

Location: Temple, TX

Job Type: In Office Full-Time

 

CLOSES: August 21, 2026

 

About the Role:

Do you have a passion for helping others and making a meaningful impact in your community? United Way of Central Texas is seeking a compassionate, customer-focused 2-1-1 Call Center / Information & Referral (I&R) Specialist to serve as the first point of contact for individuals seeking help through the 2-1-1 Helpline.

In this role, you'll provide information, referrals, crisis intervention, and support to individuals facing a variety of challenges. Through active listening, empathy, and professionalism, you'll connect callers with vital community resources while maintaining confidentiality and delivering exceptional customer service. You'll also assist with intake assessments, follow-up calls, database maintenance, and community outreach efforts.

This is an opportunity to make a real difference in the lives of people across Central Texas every single day.

This position reports directly to the 211 Call Center Manager and works closely with the 211 Database Manager.

Key Responsibilities:

As a 2-1-1 I&R Specialist, your responsibilities will include, but are not limited to:

  • Serve as the first point of contact for community members seeking assistance through the UWCT 2-1-1 Helpline, providing exceptional customer service and crisis intervention as needed
  • Maintain 100% compliance with UWCT 2-1-1 policies, procedures, and confidentiality standards
  • Learn and comply with Inform USA (formerly AIRS) standards
  • Use effective communication techniques and active listening in a non-judgmental manner
  • Accurately assess caller needs and collaborate to develop action plans without offering personal advice or opinions
  • Provide thorough and appropriate referrals, information, advocacy, and intervention services
  • Assist callers in addressing barriers to accessing services and offer honest information when services may not be available
  • Conduct complete and accurate interviews and document all required data in contact center software
  • Support individuals experiencing crisis, including life-threatening or suicidal situations, by helping them move
  • Represent UWCT/211 at community events

What We’re Looking For:
We're looking for someone who is compassionate, patient, and committed to serving others. The ideal candidate enjoys helping people navigate difficult situations, communicates effectively under pressure, and thrives in a fast-paced environment.
Successful candidates are:

  • Passionate about helping others with dignity and respect.
  • Excellent communicators and active listeners.
  • Calm and professional during crisis situations.
  • Organized with strong attention to detail.
  • Adaptable and able to prioritize multiple responsibilities.
  • Comfortable using technology and learning new software.
  • Committed to confidentiality and high ethical standards.


Required:

  • High school diploma or GED
  • Minimum of 2 years of related experience.
  • Excellent verbal and written communication skills.
  • Strong computer skills and experience using multiple software programs.
  • Ability to handle emotionally challenging and crisis-related calls.
  • Ability to remain calm and productive in a fast-paced environment.
  • Strong problem-solving, assessment, and decision-making skills.
  • Ability to work independently with minimal supervision.
  • Ability to successfully pass a background check.
  • Commitment to the mission and core values of United Way of Central Texas.

Preferred:

  • Associate's degree in Human Services, Social Work, Psychology, or a related field.
  • Previous inbound call center experience.
  • Information & Referral (I&R) experience.
  • Experience working with individuals in crisis or within health and human services.
  • Familiarity with Inform USA (formerly AIRS) standards.

Why Join Us?

At United Way of Central Texas, your work directly impacts the lives of thousands of individuals and families throughout our community. Every call you answer has the potential to provide hope, guidance, and access to life-changing resources.


Ready to Apply? Submit your resume and a brief cover letter to Veshell.greene@uwct.org. Applications will be reviewed on a rolling basis until the position is filled.