Call Center Representative/Resource Center Specialist

We are excited to announce our upcoming training for Call Center Representative/Resource Center Specialist starting on January 4, 2027

Location: The position will be based in our temporary Delray Beach location for approximately 12-18 months before relocating back to Lantana in our newly constructed building.

Our comprehensive training program is designed to equip you with the skills, tools, and confidence needed to succeed in this critical role.

The Resource Center Specialist provides information, assessment, referral, emotional support, and crisis intervention services to individuals seeking assistance through approved communication platforms, including phone, text, and email. Responsibilities include assessing needs, evaluating suicide risk, developing safety plans, and connecting individuals with appropriate resources and services. Specialists support individuals experiencing a wide range of crisis situations, including trauma, abuse, violence, sexual assault, mental health concerns, and suicide. This position requires strong crisis intervention and communication skills, flexibility, broad availability, and strict adherence to confidentiality, performance standards, and agency policies.

• →Assess the needs of callers seeking 211 assistance and provide para-professional counseling, information and referral services, crisis intervention, suicide de-escalation, and linkage services in accordance with 211 guidelines.
• →Deliver high-quality, empathetic, and supportive service using active listening, problem-solving, and de-escalation techniques.
• →Assess suicide risk and respond appropriately by following all agency policies, protocols, and procedures.
• →Provide accurate, timely information and referrals to appropriate community resources.
• →Accurately document all client interactions using approved 211 software and systems in compliance with agency standards.
• →Identify the need for additional 211 advocacy services and make referrals to internal programs when appropriate.
• →Conduct follow-up with designated at-risk callers to assess outcomes and ensure continuity of care.
• →Complete follow-up and advocacy services related to Crisis Counseling Program (CCP) calls as assigned.
• →Attend all required staff meetings, trainings, in-services, and conferences (virtual and in-person), and maintain all annual and ongoing training requirements.
• →Perform other duties as assigned.

• High School Diploma or equivalent required; Associate degree preferred.
• Minimum of two (2) years of experience in customer service, social work, human services, or a related field required.
• Familiarity with community resources preferred.
• Bilingual (English/Spanish or English/Creole) is a plus.

• Ability to establish rapport and communicate effectively with callers and staff using remote communication platforms.
• Demonstrated empathy, compassion, and a nonjudgmental approach when assisting individuals in distress.
• Strong ability to maintain confidentiality and handle sensitive information professionally in a remote setting.
• Proficiency with computer systems, databases, and remote communication tools.
• Strong organizational and time-management skills with the ability to work independently.
• Ability to present a professional demeanor during all virtual and audio interactions.
• Reliable attendance and punctuality required.
• Availability to work holidays, weekends, and overnight shifts as scheduled.

Continued employment is contingent upon successful completion of all required training, certifications, and recurrent training obligations.

Benefits: Health, Dental, Vision, Life Insurance, Employee Assistance Program, Paid Time Off, 403(b).

About Us: 211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. Our agency fosters a compassionate team dedicated to serving Palm Beach County and the Treasure Coast, encompassing five counties. With additional partners contributing funding, we've established a high-quality, centralized access point for essential health, human services information, and crisis support. Recognized nationally by the FCC for information and referral purposes, 2-1-1 has become the designated telephone number for our agency's helpline. Our mission is to save lives through crisis intervention and by connecting people to essential health, mental health, and wellness services 24 hours a day, every day.

Join our team and make a meaningful impact on the lives of individuals in crisis. Apply now to become a Resource Center Specialist and help us fulfill our mission of saving lives and promoting wellness in our community.

Local and national background clearance required.