This isn’t basic customer service. You’re taking 2-1-1 hotline calls and helping people in real need find real resources, sometimes in crisis. If you’ve got calm energy, strong listening skills, and you can think clearly under pressure, this role has purpose.
About Direct Interactions
Direct Interactions is a Seattle-based company operating contact centers nationwide with American representatives. They focus on socially responsible hiring and partner with organizations and states to strengthen public service, building empathetic teams that guide people through complex situations and improve outcomes.
Schedule
• Fully remote (US)
• Job type: Full-time or part-time (W2 employee)
• 20 to 35 hours per week
• Weekend requirement: minimum 10 hours across Saturday and Sunday
• Weekend and holiday availability required
• Weekend preference: 11:00 AM to 9:00 PM EST
• Monday to Friday availability may range between 5:30 PM to 9:00 AM EST (varies by client)
• Preferred weekday schedule once trained: 5:30 PM to 10:00 PM EST
• Special coverage hours vary monthly (often during standard business hours)
• Holiday coverage window: December 24, 2025 to January 1, 2025 with broad availability needed (as listed)
• Not available in: California, Washington, Washington DC, Illinois, Connecticut, or New York
What You’ll Do
⦁ Answer incoming calls for the 2-1-1 information and resource hotline
⦁ Conduct needs assessments and connect callers to health and human services resources
⦁ Support callers in crisis, including life-threatening situations, using established procedures
⦁ Make outbound follow-up calls when needed and document outcomes
⦁ Research databases to find accurate service information and solutions
⦁ Document call details and maintain clean, confidential records
⦁ Manage back-to-back calls while staying composed, empathetic, and culturally sensitive
What You Need
⦁ Strong telephone interviewing, active listening, problem-solving, and crisis intervention skills
⦁ Ability to use computerized info systems for documentation and service searches
⦁ Understanding of confidentiality standards and commitment to follow them
⦁ Ability to remain poised under pressure and during emotionally intense calls
⦁ Strong interpersonal, oral, and written communication skills
⦁ Must be able to obtain Inform certification within 90 days (paid by DI)
⦁ High school diploma or equivalent and legal authorization to work in the U.S.
⦁ Must pass a criminal background check (paid by DI)
⦁ Comfort learning frequently changing computer and phone technology
Benefits
⦁ Pay: $15.00 per hour
⦁ W2 position, paid biweekly via direct deposit
⦁ Paid mandatory events (orientation, training, nesting)
⦁ Accrued PTO and sick time
⦁ Certification cost covered (Inform certification)
Training
• Orientation: TBD
• Training: TBD (may span 5 days)
Technical Requirements
⦁ Windows 11 laptop or desktop (no Macs, Chromebooks, tablets, true notebooks, mini PCs, Android)
⦁ DSL or cable internet with hardwired ethernet (no WiFi, satellite, hotspot, or cellular)
⦁ US-based ISP (no T-Mobile Home Internet, no 5G internet)
⦁ Operational firewall
⦁ USB corded headset with mic and mute button (no wireless)
This is one of those jobs where your temperament matters as much as your resume. If you’re steady in chaos and you actually care about people, apply and keep your email tight, because the tryout assessment invite is the gate.
Happy Hunting,
~Two Chicks…