Part-Time - 211 Info & Referral Specialist

Job Description

Job Description

Schedule

• Mon-Fri, 5 Hours a Day (Ideally 9am-2pm). 
• Hybrid: 2 days in office, 3 days remote.
  
• Live in NH but more than an hour from Manchester? We may make a special exception for a remote option.

INTRO:

Are you a strong communicator 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 part-time! This role is a great fit for someone who brings heart to their work and has experience working or volunteering with vulnerable populations. If this sounds like you, apply today!

WHY WORK AT GRANITE UNITED WAY?

Granite United Way (GUW) strengthens families and communities by creating connections and removing barriers.  We are 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, Prorated & Generous PTO
• Employee Assistance Program
• Pet Insurance Discounts

POSITION SUMMARY:  

One of the ways GUW supports the community is through 211 NH—a free, confidential, and accessible helpline. 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:  

• 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 
• (Optional) Fluency in Spanish or another language

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. This part-time schedule is based on a 25-hour work-week. 

Background Check Disclosure

*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 Aliases search. Checkr will be conducting that background check; their contact info can be found here. 

*Granite United Way is a Recovery Friendly Workplace and 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. 

ENVIRONMENT:  

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

1. Reach at or above shoulder level; occasional reaching below shoulder level, minimal.
2. Engage in hand manipulation - equipment and controls, computers, keyboards, and phone system.
3. Hear callers.
4. Speak and read English. 
5. Tolerate prolonged sitting and/or standing.

If you’re someone who leads with empathy, stays grounded under pressure, and wants to make a real impact in your community, we encourage you to apply!