211 Information Referral Specialist - Part-time

211 · Manchester, New Hampshire
Department 211
Employment Type Part time-no benefits-28 hours a week
Minimum Experience Mid-level
Compensation $17.00-$18.00/hr

Granite United Way’s Vision is to be the preferred way people work together to build a community that values its collective responsibility to care for each other.  All employees at Granite United Way are integral to our ability to achieve our mission. Performance of the job duties outlined below will enable us to follow through on our promises to the communities we serve.

Granite United Way's commitment to advancing the common good in communities throughout New Hampshire draws power from the social determinants of health model, with an understanding that factors related to clinical care, healthy behaviors, community safety, economic stability and educational achievement are clear predictors of how long we live and how well we live. Granite  United Way serves as “host agency” for three regional public health networks in NH: Capital Area Public Health Network, Carroll County Coalition for Public Health, and South Central Public  Health Network. In addition, Granite United Way provides leadership and support for multiple statewide efforts in partnership with the State of NH, including the Recovery Friendly Workplace Initiative, COVID-19 Response Efforts, and the 211NH/Doorway Program.

If you are seeking a rewarding career in a collaborative working environment, you’re in good company! Granite United Way offers competitive compensation, exceptional benefits, flexible schedules and opportunities for advancement. Granite United Way embraces diversity and inclusivity, and encourages our team to pursue professional and personal goals. Live United is not just a credo here, it is our culture. UNITED is the way forward.

RESPONSIBILITIES: Responsible for effectively providing information and referral services to 211 NH callers, and promoting community awareness of 211 NH. The Information and Referral Specialist seeks to identify clients’ needs and link clients with available resources in their community.
Normal Hours for 211 NH are 8:00 AM to 7:00 PM Monday through Friday. Schedules are based on a 18-28-hour work week.
Extended hours, including nights and weekends are possible and should be expected from time to time.


• Answer incoming phone calls to provide information and referral service activities
including intake, assessment, and referral.
• Assess the callers’ needs and level of crisis intervention required
• Answer a multi-line phone to assist callers with questions about public, private or government resources for health and social services.
• Screen callers for needed services to ensure appropriate referrals are given.
• 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.
• Provide advocacy for inquirers when needed by interacting with clients and
agencies in resolving problems and providing information.
• Researching new resource information for inclusion in the resource database.
• Provide 211 representation at community outreach events and service delivery meetings as needed.
• Respond to incoming text messages

• Perform other related duties as assigned.

• Excellent communication skills, including the ability to respond to callers with
patience, objectivity and a nonjudgmental demeanor. Fluency in Spanish or another second language is a plus.
• Computer literacy - access, retrieve, and input information from an automated
database/client information system
• Ability to work under pressure in a fast-paced environment.
• 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 in a team, excellent interpersonal skills, and positive demeanor
• Ability to manage multiple priorities
• Ability to work a non-traditional schedule during times of disaster in support of 2-1-1 operations.
• Must be willing and able to meet AIRS certification standards, including preparing for
and obtaining AIRS Certification for Information & Referral Specialists (CIRS), when eligible per AIR's standards.


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.
3. Ability to hear callers
4. Ability to speak and read English
5. Ability to work a flexible schedule, which may include nights and weekends
6. Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 25 pounds to waist high level whenever necessary.
7. Mobility includes regular sitting, some standing and walking.

Thank You

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  • Location
    Manchester, New Hampshire
  • Department
  • Employment Type
    Part time-no benefits-28 hours a week
  • Minimum Experience
  • Compensation