211 Information & Referral Specialist

Granite United Way•Manchester, NH

2d•$18•Hybrid

About The Position

Granite United Way (GUW) promotes equity, expands opportunity, and improves lives by addressing systemic challenges and increasing access to basic needs. We strengthen families and communities by creating connections and removing barriers. One of the ways GUW supports the community is through 211NH—a free, confidential, and accessible 24/7 helpline that provides information and referral (I&R) services. 211NH helps individuals navigate New Hampshire’s complex health and human services landscape, connecting them to resources such as food, housing, government assistance, recovery supports, legal help, and more RESPONSIBILITIES: Information and Referral Specialists are responsible for effectively assessing caller needs and providing appropriate information and local service referrals.

Requirements

Strong active listening, assessment, and problem-solving skills
Excellent customer service and interpersonal skills, with a positive attitude and team mindset
Ability to quickly assess if a caller is in crisis and determine appropriate intervention
Clear, compassionate, patient, and professional communication,
Ability to remain calm and composed under pressure, including in high-stress situations
Proficiency with computers, databases, and phone systems, including basic troubleshooting
Strong organizational skills with the ability to manage priorities and make informed decisions
Knowledge of, or willingness to learn, local and statewide community resources
Flexibility to work non-traditional hours during emergencies or disasters
Willingness and ability to meet Inform USA certification standards
Ability to pass a background check

Nice To Haves

Fluency in Spanish or another language is a plus, but not required

Responsibilities

Answer incoming phone calls to provide information and referral services, including intakes, screenings, and referrals
Assess callers’ needs and determine the appropriate level of intervention
Utilize the 211 resource database to provide specific and accurate information about accessing public, private, and government health and social services
Enter call data accurately and completely into the 211 NH database in accordance with established standards
Research new resource information for potential inclusion in the resource database
Represent 211 at community outreach events and meetings as needed
Assist callers who speak different languages by utilizing the Language Line
Complete data entry, information retrieval, and other administrative tasks as assigned
Participate in group discussions, team meetings, and trainings to build skills and strengthen team connections
Perform other related duties as needed