Part-Time – 211 Info & Referral Specialist

Granite United Way

211 Info & Referral Specialist providing information and referrals for Granite United Way. Assessing caller needs and connecting them to local services in a hybrid environment.

Posted 7/25/2026part-timeManchester • New Hampshire • 🇺🇸 United StatesMid-LevelSenior💰 $18 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on compassion and patience while providing information and referrals to vulnerable populations. Proficient in assessing needs and determining appropriate interventions, utilizing databases and communication tools effectively.

Highest-signal resume keywords

Experience With Vulnerable PopulationsEmotional IntelligenceActive Listening SkillsCustomer Service SkillsFluency In Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Assessment SkillsProblem-Solving SkillsDatabase ProficiencyPhone System ProficiencyOrganizational Skills

Soft Skills

Clear CommunicationCompassionate AttitudeTeam CollaborationAbility To Handle High-Stress SituationsPositive Attitude

Tools & Technologies

211 Resource DatabaseLanguage Line

Industry Keywords

Social ServicesCommunity ResourcesIntervention Services

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience with vulnerable populations
Emotional intelligence + boundaries
Ability to handle high-stress calls
Team collaboration (especially hybrid)
Clear, compassionate, patient, and professional customer service skills
Strong active listening, assessment, and problem-solving skills
Possess 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

Benefits

Comp & perks

12 Paid Holidays
Prorated & Generous PTO
Employee Assistance Program
Pet Insurance Discounts