Program Assistant MAT PDOA

FLSA Status: Non-Exempt


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).


  • 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.


  • 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.


  • 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. 

Benefits include:

  • Sign on bonuses for all
  • Multiple health insurance options
  • Employee referral bonus
  • Tuition Reimbursement
  • Clinical license renewal reimbursement
  • Generous paid time