Part-Time - 211 Info & Referral Specialist

Granite United Way; Manchester (NH); Remote; USD 22,000 - 34,000; Part time

Benefits offered by this job

12 Paid Holidays

Generous PTO

403(B) Retirement Plan

Health, Dental, Vision Insurance

Flexible Savings Account

Employee Assistance Program

Life Insurance

Job summary

Granite United Way is seeking an Information and Referral Specialist to support 211 NH, helping callers navigate health and social services. The role is Remote for New Hampshire residents with limited in-person visits in Manchester.

Schedule is Mon-Fri, 5 hours per day, with training during regular hours; bilingual abilities and background checks are valued assets in this confidential helpline environment. Join a mission-driven team offering a comprehensive benefits package and opportunities to

Qualifications

• Ability to pass a background check.
• Clear, compassionate, patient, and professional customer service skills.
• Strong active listening, assessment, and problem-solving skills.
• Positive attitude and team mindset.
• Ability to quickly assess calls to determine intervention.
• 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.

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.

Skills

Active Listening

Assessment

Problem Solving

Compassionate Communication

Team Player

Calm Under Pressure

Customer Service

Language Support

Flexibility

Organization

Community Resources

Technical Proficiency

Education

InformUSA certification

Tools

Language Line

Job description

*Remote position for New Hampshire residents only. Monthly or quarterly office visits in Manchester, NH, are expected.

Are you a strong communicator who enjoys supporting community needs? Do you lead conversations with empathy? Are you comfortable learning from others to set healthy boundaries so you can better refer folks to resources? We’re looking for someone like you to join our 211 team!

This role is a great fit for someone with experience working or volunteering with vulnerable populations. Our ideal candidate will be reliable and able to navigate challenging situations with confidence and compassion.

Schedule: Mon-Fri, 5 Hours a Day (ideally 9 AM- 2 PM).

Training will take place during various timeframes within normal hours of operation for 211 NH - Monday through Friday, between 8:00 AM to 5:00 PM.

ABOUT US:

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/recordinformation 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)

SKILLS/QUALIFICATIONS:

Required

• 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 determineintervention
• 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

Preferred

• Inform USA certification preferred, or willingness to obtain certification within one year of hire, subject to education and experience eligibility requirements.
• Fluency in Spanish or another language

*Granite United Way will run a background check as part of the hiring process for this position. The background check will include a Global Watchlist Search, National Criminal Search, Sex Offender Search, SSN trace, Motor Vehicle Report, and Alias search. Checkr will be conducting that background check; their contact info can be found here.

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.