211 Specialist

Role Title : 211 Specialist

Role Type : Contractor

Location : Remote

Time Commitment: 10-20 hours/week, short-term project

micro1 is looking for 211 Specialists to help evaluate and improve AI systems on government services topics. You’ll use your experience answering the public to check that questions sound like real callers and that answers would actually help them. Accuracy comes first. No AI experience is needed; your domain knowledge is what matters.

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 Evaluate AI-generated answers against your rubrics, flagging errors, omissions, outdated guidance, and answers that wouldn’t help a real caller.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