211 Information & Referral Specialist

211NH operates Monday through Friday from 8:00 AM to 7:00 PM. This position follows a hybrid schedule, consisting of 37.5 hours per week over five days within this time frame. While some remote work is possible, the role requires being in the office 2-3 days per week, depending on scheduled shifts. Please note that the schedule during training may differ from the regular work schedule after training is completed.

INTRODUCTION:

Granite United Way (GUW) promotes equity, creates opportunity, and improves lives. We strengthen families and communities by taking on systematic challenges and increasing access to basic needs. One way GUW connects the community with support is through 211NH, an accessible 24/7 helpline providing information and referral (I&R) services. 211NH offers individuals an effective means of navigating the complex health and human service delivery system to find resources such as access to food, housing, government assistance, recovery services, legal assistance, and other supports.

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, assessments, and referrals

• Assess the callers needs and level of intervention required
• Provide specific and detailed information to callers about accessing public, private, or government health and social services
• Enter call data accurately and completely into the 211 NH database in accordance with established standards
• Advocate for callers when needed by interacting with clients and agencies to resolve problems

• Researching new resource information for inclusion in the resource database
• Provide 211 representation at community outreach events and service delivery meetings as needed
• Assist callers with different languages by using the LanguageLine
• Respond to incoming text messages
• Complete comprehensive data entry, information retrieval, and other administrative tasks as assigned
• Perform other related duties as assigned

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Active listening and assessment skills
• Excellent customer services skills
• Computer competency with basic ability to troubleshoot technological failures with the ability to access, retrieve, and input information from an automated database/client information system
• Excellent communication skills, including the ability to respond to callers with empathy, patience, objectivity and a nonjudgmental demeanor

• Fluency in Spanish or another second language is a plus
• Independent decision-making skills utilizing processes, systems, and resources
• Ability to maintain a calm and sensitive demeanor
• Ability to quickly discern the stage/degree to which callers are in crisis
• Demonstrated ability to problem-solve
• Knowledge of, or ability to learn, community and statewide resources
• Ability to work well within a team, excellent interpersonal skills, and positive attitude
• Ability to manage multiple priorities
• Ability to work a non-traditional schedule during times of disaster in support of 211 operations
• Must be willing and able to meet Inform USA certification standards
• Ability to pass a background check

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.