211 Specialist Remote

Role Type: Contractor
Location: Remote United States
Time Commitment: 1020 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. Youll use your public service experience to ensure questions reflect real callers needs and answers provide accurate practical guidance. No prior AI experience is required.

• 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• Evaluate AI-generated responses for errors omissions outdated information and unhelpful guidance.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.

• 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 1020 hours per week.
• Strong written communication skills and attention to detail.

• 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.