211 Information and Referral Specialist

POSITION: 211 Information and Referral Specialist                                FLSA: Non-Exempt

DEPARTMENT: Impact                                                                                 STATUS: Full-time

REPORTS TO:  Assistant Director, 211 NH

LOCATION: Manchester, NH

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 support, 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 required


• 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

Normal hours of operation for 211 NH are Monday through Friday, 8:00 AM to 7:00 PM. Training will take place during various timeframes within those 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.

The regular schedule for this role will be Monday through Friday, 11 AM to 7 PM.

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 required


2. Hand manipulation - equipment and controls, computers, keyboards and phone system.

1. Ability to hear callers


2. Ability to speak and read English


3. Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 25 pounds to waist high level whenever necessary.


4. Mobility includes regular sitting, some standing and walking.

COMPENSATION AND BENEFITS:

At Granite United Way, we believe in recognizing and rewarding the hard work and dedication of our employees. In addition to your hourly wage, we offer employees who work more than 20 hours per week access to a 403(b) retirement plan with an employer match. We also provide paid time off, including vacation days, holidays, and sick leave to support your work-life balance. Furthermore, we encourage ongoing professional development and offer opportunities for growth within the company. Our commitment to our team members goes beyond financial rewards; it extends to a supportive and inclusive work environment that fosters career satisfaction and personal well-being.