Part-Time - 211 Info & Referral Specialist

Granite United Way•Manchester, NH

2d•Hybrid

About The Position

Granite United Way (GUW) strengthens families and communities by creating connections and removing barriers. One of the ways GUW supports the community is through 211 NH—a free, confidential, and accessible 24/7 helpline helping people navigate health and human services, food sources, housing needs, government assistance programs, recovery supports, and more. Information and Referral Specialists are responsible for effectively assessing caller needs and providing appropriate information and local service referrals.

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 (Optional)
Fluency in Spanish or another language

Nice To Haves

Experience with vulnerable populations
Emotional intelligence + boundaries
Ability to handle high-stress calls
Team collaboration (especially hybrid)

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