When Someone Reaches Out for Help
the Right Person Needs to Answer
211 & 988 Contact Center Staffing
From community resource specialists and information & referral teams to qualified crisis support professionals, we help you find people with the communication skills, empathy, judgment, and reliability these roles demand.
Trusted staffing support for organizations connecting people with critical community resources and crisis services.
You Can’t Put
a Crisis
on Hold
When someone reaches out to 211 or 988, they need a real person ready to respond.
But when you’re short-staffed, the work doesn’t disappear. It shifts to the people who are already there.
Queues grow. Shifts get harder to cover. Overtime increases. Supervisors jump in to fill gaps. And the people you depend on most are asked to carry even more.
That’s how a staffing shortage can become a retention problem.
Staffing The People Who Answer,
and the People Who Lead Them
Answering 211 and 988 is contact center work with far higher stakes than most. It takes people who can hold a difficult conversation, follow protocol under pressure, document accurately, and come back and do it again tomorrow.
We staff the seats around your clinical team, from the person picking up at 2 a.m. to the director running the floor.
211 and Information & Referral
- Community Resource Specialists and I&R Specialists
- Call, chat, and text specialists
- Resource database curators and data maintenance staff
- Intake and screening support
- Disaster and surge response lines
- Care coordination and navigation support
988 and Crisis Line Support
- Crisis line support staff, trained to your protocol
- Chat and text responders where your state model allows
- Follow-up and warm handoff coordinators
- Overnight and weekend coverage staff
- Mobile crisis dispatch and coordination support
- Referral and resource follow-up teams
Leadership and Operations
- Team leads and floor supervisors
- Contact center managers and directors
- Quality assurance and call review specialists
- Workforce management and scheduling analysts
- Trainers and onboarding coordinators
- Reporting and data analysts
Contact Center Staffing for Crisis
and Community Services,
In Three Steps
Tell Us What’s Breaking
Share the roles, contact volume, coverage gaps, and timelines creating pressure right now.
Whether that’s an in-state answer rate you’re accountable for, a night shift you can’t cover, or a grant-funded expansion with a start date attached.
Get a Focused Shortlist
You work with recruiters who understand contact center operations: queues, occupancy, adherence, quality scoring, and what burnout looks like before it shows up in a resignation.
We screen for communication skill, temperament, and real readiness before candidates reach you. You see a short list of people worth your time, not a stack of resumes.
Add Capacity Without Disrupting Operations
We move quickly, coordinate interviews around your schedule, and support onboarding so new hires clear your training and certification process smoothly.
Contract, contract-to-hire, and direct hire. Whether that’s two specialists or a full training class.
FLEXIBLE PATIENT OUTREACH
STAFFING OPTIONS
Direct Hire
We place full-time specialists, supervisors, and contact center leadership who understand community services and crisis work.
These are the people who build your institutional knowledge: the ones who know the local resource landscape, who mentor new hires, and who hold quality steady when volume spikes.
Best for: Core teams, leadership seats, long-term program stability.
Contract & Project Staffing
When contact volume climbs or a program expands, we provide trained staff who can step in quickly without compromising the quality of the interaction.
Disaster and emergency response. Open enrollment periods. Grant-funded pilots. Seasonal spikes. System or platform transitions. Coverage while your core team goes through training.
Best for: Volume surges, grant-funded initiatives, temporary coverage, emergency response.
Contract-to-Hire for Patient-Facing Roles Without the Risk
These roles take more than availability. They take temperament, consistency, and the ability to hold up under emotionally heavy work.
Contract-to-hire lets you see how someone actually handles the floor, the documentation, and the protocol inside your environment before either of you commits.
Best for: Risk reduction, scaling a team, hiring where fit is hard to judge in an interview.
READY TO STABILIZE YOUR CONTACT CENTER TEAM?
The people who call 211 and 988 expect someone to answer, and to be met with patience and real help when they do.
Whether you’re filling two critical seats or building out a full team for a new program, Hiregy helps you scale without sacrificing the quality of what happens on the call.
Let’s talk through your open roles.
No pressure. No hard sell. Just a conversation about your patient outreach needs and how we can support them.
Frequently Asked Questions About Patient Outreach Staffing
What kinds of roles do you staff for 211 and 988 centers?
We staff the non-clinical and support side of your operation. That includes community resource specialists, I&R specialists, call, chat, and text specialists, crisis line support staff who don’t require clinical licensure, intake and follow-up coordinators, resource database curators, quality assurance specialists, workforce management analysts, trainers, team leads, supervisors, and contact center directors.
We do not place licensed clinicians, therapists, physicians, or nurses.
Can you find people who can actually handle crisis work?
That’s the whole screen.
We give every candidate a realistic preview of what the role involves, including the emotional weight of it, before they go any further. We use behavioral interviewing, not keyword matching. We ask about how they’ve handled pressure, conflict, and difficult conversations in real situations.
The candidates who aren’t built for this work opt out early. That’s better for them and much better for you.
What if I sign up? Do I have to hire someone from Hiregy?
Hiregy works on a 100% contingency basis, which means you only pay a fee when you hire one of our candidates.
You’re never locked in. We recommend getting on our client list so we’re ready when you need us. There’s no fee to join.
How quickly can you fill roles?
For urgent single seats, we can present qualified candidates quickly. For larger builds, we support structured ramp-ups aligned to your training class schedule, so people arrive when you’re actually ready to onboard them.
Tell us your training calendar and we’ll work backward from it.
What size centers do you work with?
Everything from small regional centers hiring two specialists to statewide operations hiring classes of 20 or more. We adapt to your structure and your systems.
What if my hiring needs change?
They will. We adjust searches for clients all the time, and you never owe Hiregy anything unless you hire one of our candidates.
Do your candidates come certified?
Some do. Many centers prefer to train and certify in-house so staff learn their specific protocol, their state model, and their local resource database.
We screen for the aptitude and temperament that make someone successful in your training, and we can source specifically for candidates who already hold a Community Resource Specialist credential from Inform USA, formerly AIRS, if that’s a requirement on your side. Tell us what your certification path looks like and we’ll recruit against it.
How is Hiregy different from a general staffing agency?
Contact centers are the entire business, not a division of it.
For 20 years we’ve placed people in high-volume, high-pressure phone, chat, and text environments. Our recruiters understand queues, occupancy, adherence, quality scoring, and what causes people to leave these roles. That focus means we describe the job accurately, screen for the right things, and deliver people who stay.
Can you support 24/7 coverage, including overnights and weekends?
Yes, and we screen for it specifically. Overnight, weekend, and holiday coverage is where most centers struggle, and it’s usually because those shifts were treated as an afterthought in hiring.
We recruit for those schedules directly rather than hoping someone will accept them after the fact.
Can you support a grant-funded expansion or a new program launch?
Yes. We regularly support hiring tied to funding cycles, new program launches, service area expansions, disaster and emergency response, and system or platform transitions.
Our flexible models let you scale up on a grant timeline and scale down safely when the cycle ends, without long-term headcount risk.
Do you offer contract, contract-to-hire, and direct hire?
All three, plus short-term payrolling. You can audition talent on our payroll, hire directly onto yours, bring people on as short-term contractors to keep FTE count low, or move your own recruits onto our payroll temporarily.
Can you tell me what the market looks like for these roles?
Yes, and there’s no charge for it.
We can share what pay rates and hiring timelines look like for your roles based on complexity, the kinds of contacts your staff handle, the experience you require, the shifts you need covered, and your market. If you’re building a budget or writing a grant, that’s useful before you commit to a number.