Information and Referral Specialist 211 NH

211 Information & Referral Specialist - Part-Time211 · Manchester, New Hampshire (Hybrid)

INTRODUCTION:
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 job
duties outlined below, in a manner that enables us to follow through on our promises to the
communities we serve is more than an expectation; it is a standard here at Granite United
Way.

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.
 

This is a Part-Time up to 28 hours per week Non-Benefit Eligible Position

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• 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
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions. This document describes the position as it is currently available and is not a contract. Granite
United Way retains the right to change modify the position description at any time.
• 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

OTHER DUTIES:

• Perform other related duties as assigned.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• 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.

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:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions. This document describes the position as it is currently available and is not a contract. Granite
United Way retains the right to change modify the position description at any time.