If you’re the kind of person who can stay calm, listen hard, and help someone find the right resources when life is falling apart, this role matters. You’ll be the voice on the 2-1-1 line connecting callers to real help, not just “customer support,” but human support.
About Direct Interactions
Direct Interactions is a Seattle-based contact center company focused on public service work. They hire and support a diverse remote workforce, including people with disabilities, veterans, and military spouses, and partner with states and organizations to improve outcomes through empathetic, well-trained teams.
Schedule
- Remote (W2 employee), paid biweekly via direct deposit
- 20–35 hours per week (full-time or part-time options)
- Weekend requirement: minimum 10 hours across Saturday + Sunday
- Weekend and holiday availability required
- Weekend preference: 11:00 AM–9:00 PM EST
- Monday–Friday availability may range: 5:30 PM–9:00 AM EST (client-dependent)
- Preferred weekday schedule after training: 5:30 PM–10:00 PM EST
- Special coverage hours vary monthly (often standard business hours)
- Holiday coverage: many clients operate 24/7 (you’ll need flexibility)
What You’ll Do
- Answer incoming 2-1-1 hotline calls and public inquiries using computer software
- Conduct need assessments and connect callers to appropriate health and human services
- Provide compassionate, culturally sensitive support to callers in distress
- Make outbound follow-up calls when applicable
- Research databases to find accurate resources and service information
- Document calls, referrals, and interactions clearly for follow-up and tracking
- Handle back-to-back calls while staying poised under pressure
- Support callers experiencing crisis, emotional distress, or mental confusion, including life-threatening situations when they arise
What You Need
- Strong telephone interviewing, active listening, problem-solving, and crisis intervention skills
- Ability to maintain confidentiality standards consistently
- Comfort using information systems to document calls and search resources quickly and accurately
- Ability to stay composed during high-stress, high-volume call periods
- Strong interpersonal, verbal, and written communication skills
- Punctuality and reliability to maintain required phone coverage
- Willingness to work holidays as needed
- High school diploma or equivalent
- Legally authorized to work in the U.S.
- Must pass a criminal background check (paid for by Direct Interactions)
- Must obtain Inform certification within 90 days (DI covers the cost)
Benefits
- Accrued PTO
- Sick time
- Paid mandatory events (orientation, training, nesting)
Pay
- $15.00/hour
- W2 employee position
Orientation and Training
- Orientation date/time: TBD
- Training date/time: TBD (may span 5 days)
Technical Requirements
- Desktop preferred or true laptop (Windows only)
- Windows 11 required (Windows 10 not supported)
- Not compatible: Apple/Mac, tablets, smart devices, Windows mini PCs, Chromebooks, notebooks, virtual PCs, Android
- Minimum 8GB RAM, 2.0 GHz+ processor, not in S mode, 4+ CPU cores
- Internet (hard-wired ethernet only):
- 25 Mbps download minimum
- 3 Mbps upload minimum
- 200ms latency, 50ms jitter, 1% packet loss
- No Wi-Fi, no satellite, no hotspots, no cellular internet, and no T-Mobile Home Internet, no 5G internet
- USB wired headset with noise-canceling mic
- Working webcam required
- Offer contingent on passing background check + IT technical PC assessment
Important location restriction
- Not available in: California, Washington, Washington DC, Illinois, Connecticut, or New York
Real talk: the work is meaningful, but it’s emotionally demanding. If you’re already carrying a heavy load, protect your nervous system. If you’re built for this kind of “calm in the storm” role, it can be deeply rewarding.
Happy Hunting,
~Two Chicks…