Resource Specialist, 211 Helpline

Every help-seeker has a story. Every story deserves someone willing to listen.

FirstLink is looking for compassionate, curious, and resourceful individuals to join our team as 211 Resource Specialists, helping people across North Dakota navigate life's challenges by connecting them with the services, programs, and support they need.

Whether someone is searching for housing, food assistance, healthcare, financial help, transportation, childcare, or simply doesn't know where to start, you'll help them explore their situation, identify available options, and connect them with resources that can make a meaningful difference.

Now Hiring for ALL Shifts!

We're currently hiring for Day, Evening, and Overnight shifts.

• Day Shift: 8am-4pm
• Evening Shift: 4pm-12am
• Overnight Shift: 12am-8am

All full-time schedules include:

• At least one weekend day
• Two consecutive days off each week
• Every other federal holiday

During the application process, you'll be able to indicate your preferred shift(s) and whether you'd prefer to work Saturday, Sunday, or both weekend days (full-weekend schedules include a wage incentive!)

Specific schedules will be discussed during the interview process and matched whenever possible based on operational needs and your availability.

Compensation Offered:

• Day & Evening Shift - starting at $20/hourly
• Overnight Shift - starting at $21/hourly

Team members who work full-weekend schedules receive an additional $0.50 per hour. All team members are eligible for up to an additional $1/hour after 90 days of successful independent service delivery!

What You'll Do:

As a 211 Resource Specialist, you'll answer calls and text messages from individuals seeking help with everyday challenges and unexpected hardships. Through thoughtful conversation and active listening, you'll explore each person's situation, identify both stated and underlying needs, and connect them with accurate, accessible community resources.

Some conversations are straightforward. Others require creativity, persistence, and careful problem-solving. You may help someone find emergency housing, navigate financial assistance, locate mental health services, apply for benefits, or identify transportation options that make another service accessible. Every interaction is different because every person's circumstances are unique.

When someone needs more than resource navigation, you'll provide compassionate emotional support and collaborate with your teammates to ensure they're connected with the right level of care-including warm transfers to FirstLink's 988 Suicide & Crisis Lifeline when appropriate.

You'll also help strengthen the quality of FirstLink's statewide resource database by identifying outdated information, discovering new programs, and documenting unmet community needs that can inform future planning and advocacy.

Training & Career Growth:

We'll teach you far more than where to find resources.

Before working independently, you'll complete comprehensive training in community resource navigation, FirstLink's statewide resource database, documentation, emotional support, risk recognition, and quality service delivery. Throughout your career, you'll receive ongoing coaching, roleplay practice, professional development, and opportunities to strengthen your knowledge of services available across North Dakota.

FirstLink is committed to helping team members grow. You'll have opportunities to pursue InformUSA Certified Community Resource Specialist (CRS) certification with FirstLink's support and explore future pathways into Response Mentor, database curation, follow-up services, training, quality improvement, community outreach, and leadership roles.

Join FirstLink!

If you're looking for meaningful work where curiosity, compassion, and problem-solving come together every day, we'd love to hear from you. Join FirstLink's 211 team and help people across North Dakota find the resources, support, and hope they need to move forward.