Join our team - Information and Referral Specialists

Granite United Way is seeking (2) full time Information and Referral Specialists for the 211NH intiative.  Interested candidates should forward a cover letter and resume to hr@graniteuw.org.  Granite United Way is an equal opportunity employer.

To learn more about our 211NH initiative, click here.

A full job description can be found below:

POSITION:  Information and Referral Specialist     FLSA: Non-Exempt
DEPARTMENT: 211 NH & Asset Building Strategies    STATUS: Full-time
REPORTS TO:  211 NH Director of Call Center Operations 

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.
   
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
•    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.

OTHER DUTIES:
•    Serve as the on-call 211 I&R Specialist off hours, weekends, or holidays as needed
•    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 
•    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 211 operations.
•    Must be willing and able to meet AIRS certification standards, including preparing for and obtaining AIRS Certification for Information & Referral Specialists (CIRS), upon 1 year of continued employment with Granite United Way’s 211 New Hampshire

 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.
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.