FLSA Status: Non-Exempt

Starting Rate: $16.00 per hour

Located in Buffalo, NY  Per diem Saturday through Sunday 8am-4pm and 4pm-12am ; flexible availability required, including potential evenings, weekends, and holidays as needed. Scheduling will be based on program needs and staff availability.

SUMMARY OF DUTIES

The MATPDOA Hotline Support Specialist is responsible for ensuring that individuals coming through the Western New York (WNY) 24-7 Virtual On-Call Center, as per the SAMHSA Medication-Assisted Treatment - Prescription Drug and Opioid Addiction (MAT-PDOA) grant, successfully connect and gain access to the care that they request via telehealth services. The Hotline Support Specialist will answer all incoming calls through the MAT-PDOA hotline number, screen and transfer calls to the appropriate providers for immediate access to MAT services, in a manner in which accommodates the needs of the SMI (Serious Mental Illness), SED (Serious Emotional Disturbances), SUD, and COD (Co Occurring Disorder).

POSITION RESPONSIBILITIES

• Screen and transfer all incoming telephone calls to appropriate providers via virtual telehealth.
• Conduct linkage with providers from NY Matters and BestSelf providers
• Ensure the highest customer service and ethical standards are upheld.
• Assures accuracy in program records and documentation requirements.
• Collaborates and communicates effectively both internally and externally.
• Completes all trainings required by the agency.
• Performs all other duties as assigned.

QUALIFICATIONS

• High school diploma or equivalency, plus 1 year of experience performing some combination of secretarial, data entry, and call center services -OR- graduation from 2-year accredited college.
• Ability to work overnights, evenings, weekends, and holidays.
• Bilingual preferred.
• Excellent client engagement skills and techniques.
• Has working knowledge of community resources.
• Outstanding customer service and organizational skills with the ability to work effectively in a fast paced environment.
• Demonstrates creativity and flexibility in service planning and delivery.
• Excellent communicate and coordination skills with all levels of staff across the agency.
• Must be able to relate effectively to diverse cultural and economic backgrounds and work effectively in a structured setting.
• Ability to foster an inclusive environment that aligns with the organization values as they relate to racial equity and inclusion.
• Knowledge and understanding of substance use disorders (SUD), SUD treatment, and Medication-Assisted Treatment for Opioid Use Disorder
• Experience using Microsoft Office products including Outlook, Word, Excel, as well as Telehealth platforms.