Role Title: 211 Specialist

Role Type: Contractor
Location: Remote, United States
Time Commitment: 10–20 hours per week, short-term project

We are seeking experienced 211 Specialists to evaluate and improve AI-generated guidance on government services and community resources. You'll use your public service experience to ensure questions reflect real callers' needs and answers provide accurate, practical guidance. No prior AI experience is required.

Key Responsibilities

• Review sample questions for realism and relevance to callers.
• Develop rubrics defining accurate, complete answers, including appropriate referrals and next steps.
• Evaluate AI-generated responses for errors, omissions, outdated information, and unhelpful guidance.
• Provide clear, actionable written feedback to the project team asynchronously.

Required Qualifications

• Experience as a 211 Specialist, Information and Referral Specialist, or Benefits Navigator assisting the public with government services.
• At least 1 year of regular, high-volume public contact through phone, chat, or in-person services.
• Working knowledge of public benefits and community resources.
• Based in the United States.
• Ability to start quickly and commit 10–20 hours per week.
• Strong written communication skills and attention to detail.

Preferred Qualifications

• Experience in crisis intervention or needs assessment.
• Familiarity with community resource databases.
• Experience creating guides, scripts, or training materials.
• Experience assisting diverse callers, including rural and Spanish-speaking communities.