If you’re the kind of person who can stay calm, listen hard, and guide people through panic, this role is for you. As a 211 Service Navigator, you’ll answer hotline calls and connect people to health and human service resources, including support for callers in crisis.
About Direct Interactions
Direct Interactions is a Seattle-based contact center company supporting public service programs across the U.S. They focus on empathetic, high-quality customer support and offer remote roles designed to be accessible and inclusive.
Schedule
• Fully remote | W2 employee role (biweekly direct deposit)
• Full-time or part-time (20–35 hours/week)
• Weekend requirement: minimum of 10 hours across Saturday and Sunday
• Weekend preference range: 11:00 AM–9:00 PM EST
• Monday–Friday availability may range between 5:30 PM–9:00 AM EST (client dependent)
• Preferred weekday schedule once fully trained: 5:30 PM–10:00 PM EST
• Holiday availability required
• Special coverage hours can vary monthly and may occur during standard business hours
• Orientation/training schedule: TBD (training may span 5 days)
What You’ll Do
• Answer incoming public calls for the 211 information and resource hotline
• Conduct needs assessments using active listening and telephone interviewing
• Provide accurate referrals to services and resources (health, housing, food, crisis support, etc.)
• Handle back-to-back calls while staying composed
• Support callers experiencing emotional distress, confusion, or life-threatening crises
• Make follow-up calls when applicable
• Research services in databases and document calls thoroughly for potential follow-up
• Use the 2-1-1 helpline phone system and an information management system for searches and documentation
What You Need
• High school diploma or equivalent
• Authorized to work in the U.S.
• Must pass a criminal background check (paid by Direct Interactions)
• Strong crisis-ready customer service: active listening, problem solving, calm under pressure
• Comfort supporting callers in distress or life-threatening situations
• Strong written and verbal communication skills
• Confidentiality mindset and ability to follow standards
• Ability to learn changing tech and systems
• Commitment to punctuality and schedule adherence
• 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 per hour
Work-From-Home Tech Requirements
• Windows 11 desktop or laptop (no Macs, Chromebooks, tablets, “true notebooks,” mini PCs, Android)
• DSL or cable internet only
• Hardwired ethernet connection only (no Wi-Fi, satellite, cellular, hotspot)
• US-based ISP (no T-Mobile Home Internet, no 5G internet)
• Operational firewall
• USB corded headset with mic and mute button (no wireless)
Location Restrictions
Not available in: California, Washington, Washington DC, Illinois, Connecticut, or New York.
If you’re weighing this against the Customer Service Specialist (unemployment claims):
- Service Navigator (211) = more emotional intensity, crisis calls, nights/weekends/holidays.
- Customer Service Specialist = more structured process work, mandatory Mondays, less crisis-heavy.
If you tell me what state you’re in and whether evenings/weekends are realistic for you, I’ll tell you straight up which one fits better and why.
Happy Hunting,
~Two Chicks…