United Way of Metro Chicago Workplace Facility

LJC partnered with United Way of Metro Chicago to design the 211 Contact Center, a 7,000-square-foot workplace located within Xchange Chicago in the Grand Crossing neighborhood. Supporting a 24/7/365 helpline, the facility serves as a critical hub connecting residents across Cook County to essential services, including housing, food access, and utility assistance.

The interior environment is purposefully designed to support both high-performance operations and employee well-being. The plan centers around an open office with 50 workstations, complemented by private offices, enclosed huddle and conference rooms, and dedicated phone booths to provide acoustic separation and focused work zones. Integrated acoustic strategies, including ceiling elements, wall panels, and sound-absorbing finishes, help mitigate noise within a high-density call environment while maintaining visual openness.

A series of shared and support spaces, including a welcoming reception area, pantry, wellness room, and collaboration zones, create moments of respite and connection for staff. The design emphasizes choice and flexibility, allowing resource navigators to move between heads-down work and team-based collaboration throughout their shifts. Material selections reinforce a concept of “rooted, saturated, and layered,” blending warm wood-look flooring, textured carpet tiles, and rich, calming tones with moments of color and pattern. Layered finishes and integrated branding elements create a space that feels both grounded and uplifting, reflecting United Way’s mission and presence in the community.

As a repeat client, United Way engaged LJC to translate their mission into a workplace that is both functional and deeply purposeful. The new contact center not only enhances operational efficiency but also represents a meaningful investment in Chicago’s South Side, bringing critical resources closer to the communities they serve while supporting the people delivering that impact every day.