211 Information & Referral Specialist

*Remote option available if the candidate lives 1+ hours from Manchester (NH Residents only). Monthly office visits required. Hybrid option available otherwise (2 days in office, 3 days remote)
Are you a strong communicator who enjoys collaborating with teammates in person and remotely to support the needs of the community? Are you someone who can can lead conversations with empathy while maintaining clear, healthy boundaries? We’re looking for a resilient professional like you to join our 211 team!
This role is a great fit for someone who brings heart to their work and has experience working or volunteering with vulnerable populations. Our ideal candidate will be reliable and able to navigate challenging situations with confidence and compassion. If this sounds like you, submit your resume today, and our hiring team will be in touch!
Schedule: Monday-Friday, 8 am to 4 pm
ABOUT THE ORGANIZATION:
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/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:
Ability to pass a background check*
Clear, compassionate, patient, and professional customer service skills
Strong active listening, assessment, and problem-solving skills
Posses 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
*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 5:00 PM hours. Full-time schedules are based on a 37.5-hour workweek.
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:
Minimal requirement to reach at or above shoulder level; occasional reaching below shoulder level required
Hand manipulation - equipment and controls, computers, keyboards and phone system.
Ability to hear callers
Ability to speak and read English
Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 25 pounds to waist high level whenever necessary.
Mobility includes regular sitting, some standing and walking.
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!

Employment type
Full-Time

Work arrangement
Yes