2-1-1 Call Center Helpline Volunteers Needed -- Training Required

This sign-up is for training only. Once you have successfully completed the required training, you will receive a private volunteer link that will allow you to schedule your recurring shifts for the 2-1-1 Call Center.

Be the helping voice behind the answer.

Are you looking for a meaningful, ongoing volunteer role where you can make a real, consistent impact? Join HandsOn River Region as a 2-1-1 Call Center Volunteer and help connect individuals and families to vital community resources and support.

About 2-1-1

2-1-1 is a nationally recognized, three-digit helpline connecting people with essential resources such as food assistance, housing support, healthcare, disaster response, mental health services, and more.

At HandsOn River Region, we operate the local 2-1-1 Information & Referral Helpline for fourteen counties in South Central Alabama, and rely on trained volunteers to help ensure the line is responsive, compassionate, and available when the community needs it most.

What You’ll Do

• Answer inbound calls from individuals seeking help and support
• Use an online resource database to connect callers to appropriate services
• Provide empathetic listening, ask relevant questions, and offer clear referrals
• Record call information accurately and confidentially
• Utilize a web-based phone system to place and receive calls

Commitment & Requirements

This is not a one-time volunteer opportunity.
This role requires a volunteer who can commit to consistent, recurring shifts each month.

• Minimum of 20 volunteer hours per month
• Completion of four hours of training before taking live calls
• Ability to maintain strict confidentiality
• Reliability and willingness to commit to a steady monthly schedule

Essential Skills & Abilities
Because this is a call-center-based role, volunteers must be able to:

• Work comfortably on a computer
• Navigate the internet, email, and online databases
• Utilize a web-based phone system to handle calls
• Sit for several hours at a time during a shift
• Communicate clearly, calmly, and compassionately
• Manage multiple tabs and basic computer functions
• Follow scripts, guidelines, and documentation procedures

Why Volunteer With Us?

• Make a direct and meaningful impact on individuals and families facing crisis or uncertainty
• Gain experience in social services, crisis response, information & referral, and client communication
• Join a supportive team committed to strengthening the region’s safety net
• Help sustain an essential community resource relied upon by thousands

How to Get Started

If you’re ready to commit to a recurring monthly schedule and complete the required training, we would love to welcome you as a 2-1-1 volunteer. 

Please sign up for a training shift. Once your shift is completed, we will be able to provide you with a link to sign up for shifts to assist the 2-1-1 call center!