Part-Time - Info & Referral Specialist

* 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 time frames within normal hours of operation for 211 NH - Monday through Friday, between 8:00 AM to 5:00 PM.

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.

• 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

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

• 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

• 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.

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…