SUMMARY OF DUTIES:

The Program Assistant 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 Service Specialist Coordinator of the MAT-PDOA grant 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).

RESPONSIBILITIES:

• Screen and transfer telephone calls to appropriate providers via virtual telehealth
• Conduct linkage via Zoom platform with providers from NY Matters and UB Addiction
• Ensure the highest customer service and ethical standards are upheld
• Participate in internal and external meetings, as assigned by supervisor
• Assures accuracy in program records and documentation requirements.
• Collaborates and communicates effectively both internally and externally, as needed.
• Completes tasks requested by supervisor
• Schedule and assigned duties are subject to change based on the needs of the program and the clients we serve.

REQUIRED KNOWLEDGE AND SKILLS:

• Excellent engagement skills, techniques, written and verbal communication skills
• Has working knowledge of community resources
• Outstanding customer service and organizational skills
• Demonstrates creativity and flexibility in service planning and delivery
• Able to communicate and coordinate with all levels of staff including senior management
• 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
• Work independently evening hours 4:00 pm-12:00 am, Monday thru Friday
• Ability to speak Spanish is a plus.

QUALIFICATIONS:

• High school diploma or equivalency, plus one year (1) year full-time paid experience performing some combination of secretarial, data entry, and call center services OR graduation from 2 year accredited college.