Part-Time - 211 Info & Referral Specialist
Granite United Way•Manchester, NH
•Hybrid
About The Position
One of the ways GUW supports the community is through 211 NH—a free, confidential, and accessible helpline. Information and Referral Specialists are responsible for effectively assessing caller needs and providing appropriate information and local service referrals.
Requirements
- 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 (Optional)
- 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
- Prorated & 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
