Job Description:
211 Specialist
Role Type: Contractor
Location: Remote
Time Commitment: 10-20 hours/week, short-term project
Scope of Work
Review sample questions and flag any that don't sound like what real callers ask.
Write rubrics that define a correct, complete answer, including the right referrals and next steps for the caller.
Evaluate AI-generated answers against your rubrics, flagging errors, omissions, outdated guidance, and answers that wouldn't help a real caller.
Share clear written feedback with the project team, working asynchronously.
Required Qualifications
Experience as a 211 Specialist, Information & Referral Specialist, or Benefits Navigator, answering public questions about government services
1+ years of regular, high-volume public contact (phone, chat, or in person)
Working knowledge of public benefits and community resources
US-based
Able to start quickly and commit 10-20 hours/week
Clear, precise writing
Nice to Have
Experience with crisis intervention or needs assessment
Experience using community resource databases
Experience creating guides, scripts, or training materials
Experience helping a diverse range of callers, including rural and Spanish-speaking communities