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Granite United WayPosted 10/19/2026part-timeManchester • New Hampshire • United StatesMid-LevelSenior💰 $19 per hourWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on active listening, assessment, and problem-solving to effectively assist callers in accessing social services. Proficient in utilizing databases and phone systems while maintaining a compassionate and professional demeanor under pressure.
Highest-signal resume keywords
Customer Service SkillsActive ListeningAssessment SkillsProficiency With DatabasesFluency In Spanish
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
- Provide information and local service referrals through 211 NH, a free, confidential, accessible 24/7 helpline supporting access to health and human services, food sources, housing, government assistance, recovery supports, and more
Requirements
What you’ll need- Must be a New Hampshire resident
- 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
- Experience with vulnerable populations preferred through work or volunteering
- Inform USA certification preferred, or willingness to obtain within one year of hire
- Fluency in Spanish or another language preferred
- Ability to tolerate prolonged sitting and/or standing and lift approximately 25 pounds to waist-high level when necessary
Benefits
Comp & perks- 12 Paid Holidays, including four floating holidays
- 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
- Remote work for New Hampshire residents, with monthly or quarterly office visits in Manchester, NH
- Equal Employment Opportunity and Recovery Friendly Workplace
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AssessmentProblem-SolvingDatabase ProficiencyPhone System ProficiencyKnowledge Of Community Resources
Soft Skills
Compassionate CommunicationTeam MindsetPositive AttitudeCalm Under PressureOrganizational Skills
Tools & Technologies
211 Resource DatabaseLanguage Line
Certifications & Qualifications
Inform USA Certification
Industry Keywords
Social ServicesVulnerable PopulationsHealth ServicesHuman ServicesEmergency Response