211 Information & Referral Specialist

Granite United Way • Manchester, NH

5d • 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

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 include: Indigenous Peoples Day, Martin Luther King Jr. Day, Presidents Day, Veterans Day
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed