Information & Referral Specialist

Granite United Way

. Answer phone calls to provide information and referral services, including intakes, screenings, and referrals .

Posted 9/29/2026full-timeManchester • New Hampshire • United StatesMid-LevelSeniorWebsite

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 assisting vulnerable populations. Proficient in utilizing databases and phone systems to provide accurate information and referrals for community resources.

Highest-signal resume keywords

Experience With Vulnerable PopulationsStrong Active Listening SkillsProficiency With Computers And DatabasesAbility To Speak And Read EnglishKnowledge Of Community Resources

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Clear Customer Service SkillsCompassionate CommunicationProblem-Solving SkillsOrganizational SkillsAbility To Remain Calm Under Pressure

Tools & Technologies

211 Resource DatabasePhone Systems

Industry Keywords

Social ServicesHealth And Human ServicesGovernment Assistance ProgramsCommunity ResourcesLanguage Line

About the role

Key responsibilities & impact

Answer phone calls to provide information and referral services, including intakes, screenings, and referrals
Assess callers’ needs and determine the appropriate level of intervention
Utilize the 211 resource database to provide and 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
Perform other administrative tasks as assigned
Support callers navigating health and human services, food sources, housing needs, government assistance programs, recovery supports, and related community resources

Requirements

What you’ll need

Experience with vulnerable populations
Ability to pass a background check
Clear, compassionate, patient, and professional customer service skills
Strong active listening, assessment, and problem-solving skills
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
Ability to speak and read English
Ability to tolerate prolonged sitting and/or standing and lift up to approximately 25 pounds to waist-high level when necessary
Optional fluency in Spanish or another language
Training availability Monday through Friday, 8:00 AM to 5:00 PM
Full-time schedule based on a 37.5-hour workweek
New Hampshire residency required; remote option only for candidates living at least one hour from Manchester, New Hampshire, with monthly office visits

Benefits

Comp & perks

12 Paid Holidays, including four floating holidays: Indigenous Peoples Day, Martin Luther King Jr. Day, Presidents Day, and Veterans Day
Generous PTO
403(B) Retirement Plan, 5% match
Health, Dental, Vision Insurance
SmithRX Prescription Savings
Flexible Savings Account
Employee Assistance Program
Pet Insurance Discounts
Long Term Disability and AD&D 100% employer paid
Life Insurance 100% employer paid
Voluntary Short-term Disability Option
Recovery Friendly Workplace
Collaborative, purpose-driven culture