211 Information & Referral Specialist

This is a day shift role! The regular schedule for this position will be Monday through Friday, 8am-4pm.

INTRODUCTION: 

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.

ESSENTIAL DUTIES AND 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 

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED: 

• 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 

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

• 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* 

*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 7:00 PM hours. Full-time schedules are based on a 37.5-hour work week. This position follows a hybrid work model, allowing for some remote workdays.  

ENVIRONMENT: 

The venue of this position is a general office environment that is clean, well-lighted, and environmentally comfortable, free of fumes or airborne particles, and only minimally exposes employees to office solvents limited to those relative to copier equipment.

This position requires the ability to: 

1. Minimal requirement to reach at or above shoulder level; occasional reaching below shoulder level  


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. 

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 & 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.