SUMMARY OF DUTIES:
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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).
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RESPONSIBILITIES:
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- 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.
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REQUIRED KNOWLEDGE AND SKILLS:
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- 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.
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QUALIFICATIONS:
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- 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.
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