Resource Center Specialist

We are excited to announce our upcoming training for Resource Center Specialist (Call Center Representatives) starting on August 17, 2026. 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 critical information, assessment, referral, and crisis intervention services through remote operations. This role serves individuals seeking assistance via the 211 system by assessing needs, providing emotional support, evaluating suicide risk, developing safety plans, and delivering appropriate referrals and crisis interventions through approved communication platforms (phone, text, and email). This position requires strong crisis intervention skills, flexibility, broad availability, and strict adherence to confidentiality, performance, and remote work standards in alignment with agency policies and mission. Key Responsibilities - 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. - Maintain availability for on-call coverage as required. - 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. Salary: Starting pay $18 per hour, with opportunities for shift differentials. Higher rates are available for candidates with additional language skills (bilingual English/Spanish or English/Creole), and educational qualifications. Hours & Scheduling This is a 24/7 operation, and flexibility is required. We are currently hiring for all three shifts: - Day Shift: 7:00 a.m. – 3:30 p.m. - Evening Shift: 3:00 p.m. – 11:30 p.m. - Overnight Shift: 11:00 p.m. – 7:30 a.m. - Shifts include one weekend day, Schedules may be Tuesday–Saturday or Sunday–Thursday. Applicants who are willing to work both Saturday and Sunday may be eligible for an alternate schedule with two consecutive weekdays off, based on operational needs. Shifts are assigned based on availability and coverage needs. Assigned shifts will begin following completion of the full training program, including a “nesting” phase. Nesting is a structured, on-the-job transition period during which employees apply their training while receiving additional guidance and support. The combined training and nesting period may last approximately 4–6 weeks. Upon completion of training while housed at our temporary Delray Beach location, the schedules could consist of hybrid with approximately 2 days per week as remote. Remote work requirements and expectations must be met as follows: - Meet the same job duties, productivity standards, attendance requirements, and performance expectations as on-site Resource Center Specialists. - Perform all work from an agency-approved, private, enclosed workspace that meets confidentiality, HIPAA, safety, an…