Part-Time - 211 Info & Referral Specialist
Granite United Way•Manchester, NH
•Hybrid
About The Position
This part-time role is for a resilient professional to join the 211 team. The ideal candidate is a strong communicator who can lead conversations with empathy while maintaining clear, healthy boundaries. This role is a great fit for someone who brings heart to their work and has experience working or volunteering with vulnerable populations. The 211 NH helpline is a free, confidential, and accessible service that provides information and referral services to callers, assessing their needs and connecting them with appropriate local social services.
Requirements
- Experience with vulnerable populations
- Emotional intelligence + boundaries
- Ability to handle high-stress calls
- Team collaboration (especially hybrid)
- 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
- Ability to reach at or above shoulder level; occasional reaching below shoulder level, minimal.
- Engage in hand manipulation - equipment and controls, computers, keyboards, and phone system.
- Hear callers.
- Speak and read English.
- Tolerate prolonged sitting and/or standing.
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
