2-1-1 Call Center Disaster Operator - General

Open Opportunity


UWCA’s 2-1-1 Call Center provides information, assessment, and referral services to the community before, during and following a disaster or other emergency.  UWCA serves as the entry point to various UWCA programs and community agencies in Central Alabama.  2-1-1 draws from an evolving database of resources with more than 800 providers at 1,700 service points in the six-county region.  


Volunteer Responsibilities   

  • Answer UWCA 2-1-1 Information & Referral line promptly and with excellent customer service skills
  • Assess caller’s challenges and determine appropriate community-based services/referrals through an easy-to-use on-line database
  • Interpret referral resources to caller to ensure that the caller understands how that referral can help them
  • Link callers to disaster specific donations sites as well as to community volunteer opportunities
  • Document call, meeting 211 program guidelines

After attending in-person training, you can volunteer on weekdays between 8:00 a.m. - 4:30 p.m. Flexibility related to work hours will be needed depending on the size and scope of the disaster. 


Knowledge & Skills

Volunteers should possess good written, oral and computer skills including using the internet and email.  They should respond effectively to people in crisis, remain flexible in a rapidly changing environment, and be aware of their own stress levels and coping mechanisms.  Volunteers should understand the types of services people typically need before, during and following a disaster. 



• Completed background check

• Laptop/Home Computer

• Phone

• Internet


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