211 Information & Referral Specialist

Granite United Way; Manchester (NH); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

12 Holidays

Generous PTO

403(b) with 5% match

Health insurance

Dental insurance

Vision insurance

Life insurance

Job summary

Granite United Way in Manchester, NH is seeking an Information and Referral Specialist for 211 NH. You will assess caller needs and provide information and local service referrals, working in a collaborative team.

The role supports vulnerable populations and involves empathetic, patient customer service. Hybrid work is offered (2 days in office, 3 days remote) with a remote option for long travel; schedule is Mon-Fri 8am-4pm.

Qualifications

• Experience with vulnerable populations
• Clear, compassionate, patient, and professional customer service
• Strong active listening, assessment, and problem-solving skills
• Positive attitude and team mindset
• Ability to stay calm under pressure
• Flexibility for non-traditional hours during emergencies
• Background check eligibility
• Language line assistance experience (preferred)

Responsibilities

• Answer calls to provide information and referrals, including intakes, screenings, and referrals
• Assess caller needs and determine appropriate level of intervention
• Use the 211 resource database to share information about accessing social services
• Assist callers who speak different languages using the Language Line
• Participate in group discussions, team meetings, and trainings

Skills

Active listening

Assessment

Problem-solving

Customer service

Empathy

Team collaboration

Boundary setting

Language Line usage

Hybrid work readiness

Tools

Databases

Phone systems

Computers

Job description

*Remote option available if the candidate lives 1+ hours from Manchester (NH Residents only). Monthly office visits required. Hybrid option available otherwise (2 days in office, 3 days remote)

Are you a strong communicator who enjoys collaborating with teammates in person and remotely to support the needs of the community? Are you someone who can lead conversations with empathy while maintaining clear, healthy boundaries? We’re looking for a resilient professional like you to join our 211 team!

Schedule: Monday-Friday, 8 am to 4 pm

ABOUT THE ORGANIZATION:

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.

POSITION SUMMARY:

Information and Referral Specialists are responsible for effectively assessing caller needs and providing appropriate information and local service referrals.

WHAT YOU'LL BE DOING:

• 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

THIS IS A GREAT FIT FOR YOU IF YOU HAVE:

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

IDEAL SKILLS/REQUIREMENTS:

• Ability to pass a background check*
• Clear, compassionate, patient, and professional customer service skills
• Strong active listening, assessment, and problem-solving skills
• Posses 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

*Granite United Way is a Recovery Friendly Workplace

Training will take place during various timeframes within normal hours of operation for 211 NH - Monday through Friday, 8:00 AM to 5:00 PM hours. Full-time schedules are based on a 37.5-hour workweek.

WHY WORK AT GRANITE UNITED WAY?

Granite United Way is committed to developing a stronger, healthier workplace and community that benefits all people. Our collaborative, purpose-driven culture is complemented by a comprehensive compensation package that includes:

• 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

Granite United Way is an Equal Employment Opportunity and Recovery Friendly Workplace, and we value the leadership and contributions that individuals with lived experience bring to the workplace, to community health improvement and in strengthening systems of care. We strongly encourage applications from people who identify as members of a historically underserved community and/or those with lived experiences relevant to the work.

ENVIRONMENT:

The venue of this position is a general office environment. This position requires the ability to:

1. Minimal requirement to reach at or above shoulder level; occasional reaching below shoulder level required
2. Hand manipulation - equipment and controls, computers, keyboards and phone system.
3. Ability to hear callers
4. Ability to speak and read English
5. Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 25 pounds to waist high level whenever necessary.
6. Mobility includes regular sitting, some standing and walking.