211 Information & Referral Specialist
About The Position
Granite United Way (GUW) is seeking a resilient professional to join their 211 team as an Information and Referral Specialist. This role is ideal for someone who brings heart to their work, has experience with vulnerable populations, and possesses strong communication skills, emotional intelligence, and the ability to maintain clear boundaries. The specialist will be responsible for assessing caller needs, providing information and referrals to social services, and utilizing the 211 resource database. The position offers a remote option for NH residents living over an hour from Manchester, a hybrid option for others, and requires monthly office visits for remote employees. Training will occur during normal business hours, and full-time schedules are based on a 37.5-hour workweek.
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
Nice To Haves
- Experience with vulnerable populations
- Emotional intelligence + boundaries
- Ability to handle high-stress calls
- Team collaboration (especially hybrid)
- 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
- Four floating holidays
- Generous PTO
- 403(B) Retirement Plan, 5% match
- Health, Dental, Vision Insurance
- SmithRX Prescription Savings
- Flexible Savings Account
- Employee Assistance Program
- Pet Insurance Discounts
- Long Term Disability and AD&D 100% employer paid
- Life Insurance 100% employer paid
- Voluntary Short-term Disability Option
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
