Part-Time - 211 Info & Referral Specialist
About The Position
Granite United Way (GUW) is seeking a part-time Info & Referral Specialist for their 211 team. This role is ideal for a strong communicator who enjoys supporting community needs with empathy and clear boundaries. The specialist will assess caller needs, provide information and referrals to local services, and utilize the 211 resource database. The position requires emotional intelligence, the ability to handle high-stress calls, and strong team collaboration skills, especially in a hybrid environment. Granite United Way is committed to strengthening families and communities by removing barriers and creating connections through services like 211 NH, a 24/7 helpline for health and human services, food, housing, government assistance, and recovery support.
Requirements
- Ability to pass a background check
- Clear, compassionate, patient, and professional customer service skills
- Strong active listening, assessment, and problem-solving skills
- Possess a positive attitude and team mindset
- Ability to quickly assess calls to determine intervention
- Ability to remain calm under pressure
- Proficiency with computers, databases, and phone systems
- Strong organizational skills
- Knowledge of, or willingness to learn community resources
- Flexibility to work non-traditional hours during emergencies or disasters
- Experience with vulnerable populations
- Emotional intelligence + boundaries
- Ability to handle high-stress calls
- Team collaboration (especially hybrid)
Nice To Haves
- Fluency in Spanish or another language
Responsibilities
- Answer phone calls to provide information/referral services, including intakes, screenings, and referrals
- Assess callers’ needs and determine the appropriate level of intervention
- Utilize the 211 resource database to provide/record information about accessing social services
- Assist callers who speak different languages by utilizing the Language Line
- Participate in group discussions, team meetings, and trainings to build skills and strengthen team connections
- Other administrative tasks as assigned
Benefits
- 12 Paid Holidays (on days normally worked)
- Generous PTO
- Employee Assistance Program
- Pet Insurance Discounts
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
