SUMMARY OF DUTIES:
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).
and transfer telephone calls to appropriate providers via virtual telehealth
linkage via Zoom platform with providers from NY Matters and UB Addiction
the highest customer service and ethical standards are upheld
in internal and external meetings, as assigned by supervisor
accuracy in program records and documentation requirements.
and communicates effectively both internally and externally, as needed.
tasks requested by supervisor
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
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
- 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.
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.