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Information and Referral Specialist

Granite United Way

Granite United Way is an experienced and trusted organization dedicated to leveraging the resources of investors and volunteers to create lasting change by addressing the underlying causes of our community's most pressing needs.  Granite United Way is committed to improving the lives of individuals and families by supporting programs in the areas of education, income and health.  Granite United Way works with over 1,000 companies, 25,000 investors and thousands of volunteers every year to make our communities a better place.

Granite United Way serves the Southern (Manchester/Derry/Salem), Merrimack County, North Country, Central New Hampshire, Northern and Upper Valley Regions of NH and VT as well as Windsor County, VT.  For more information, visit

Granite United Way is an Equal Opportunity Employer.

Interested candidates should email their resume and cover letter to

Granite United Way is seeking an Information and Referral Specialist for our 211 NH initiative.

This full time position reports to our 211 NH Senior Director of Call Center Operations


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.

Normal Hours for 211 NH are 8:00 AM to 7:00 PM Monday through Friday. Schedules are based on a 37.5 hour work week.  

Extended hours, including nights and weekends are possible and should be expected from time to time.


Essectial 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
  • 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.



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.
How to Apply:

Interested candidates should email their resume and cover letter to

Job Location:


Date Added: September 10, 2020

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