JOB SUMMARY: The Program Assistant II works as part of the treatment team serving individuals with a history of behavioral health and/or co-occurring disorders, misdemeanor arrests and/or non-violent felony arrests. The Program Assistant II will answer the phones, assist with day-today program operations of the team, entering and tracking data, and manage medical records and billing functions. He or she is responsible for the traditional duties associated with a program receptionist, in addition to assuming responsibilities for clerical and administrative support functions.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• The first person with whom the general public and external professionals have contact with, must always be customer focused and friendly with the interest of all whom the program serves
• Answer incoming phone calls in a customer-friendly manner and directs calls to appropriate person/department , record messages and convey to receiving parties as necessary
• Assist with day-day-program operations of the team from clerical to administrative duties
• Prep intake packages, Initiates intake processing, gather documentation, verification of homelessness, assign beds
• Enter data into appropriate software programs and provide tracking and outcome measure purposes, chart record keeping,
• Facilitates program security by screening visitors to ensure appropriateness for access to the facility
• Sorts and distributes daily mail and package delivery as well as prepare outgoing mail and packages
• Performs typing and other clerical tasks to include making photocopies and faxing/ emailing materials as assigned
• Establishes and maintains consumer files or program files as assigned; Monitor Medicaid eligibility and associated billing functions related to consumers
• Performs errands as assigned
• Order and maintain unit supplies, equipment, and furniture; arrange for repair of furniture and equipment
• Maintain mileage log on program vehicles and assist with arranging maintenance of program vehicles
• Tracks program referrals, participants/admissions & discharges, coordinates with community partners and treatment team, request expenditures and provides monthly reports to Program Supervisor/Manager
• Executes other tasks as assigned by Supervisor/Manager in a complete, accurate and timely manner
• Assumes responsibility as the Building Safety Officer, coordinating the building services and ensuring CARF safety drills are maintained and reported
• Participates in quality improvement activities as requested
• The ability to comply with the regulations requiring a workplace of dignity and respect and equal employment opportunity compliance
• The ability to work collaboratively with others and to accept constructive criticism from supervisors and managers
• Willingness to abide by the company’s published rules and regulations
• Ability to drive and transport others when/or if needed
• Prepare and update monthly spreadsheet with consumer information
• Maintain court ordered visitation documents
• Participates in staffing meetings, takes and final saves minutes, prepares final deck
• Ensures CFC monthly surveys are completed and submitted

COMPETENCIES: Knowledge, Skills, Abilities, and Motivation (KSAM) required for an employee to be successful.

• Serving Our Consumers: Effectively meeting consumer needs, building productive consumer relationships, and taking responsibility for consumer satisfaction and loyalty.

• Consumer Focus: Building strong consumer relationships and delivering consumer-centric solutions.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

• Age Specific: Knowledge
• Basic Job Readiness: Courtesy, Flexibility, Reliability, Responsiveness
• Personal Effectiveness: Communications, Interpersonal Skills, Self-Management, Thinking Skills
• Organizational/Management: Compliance, CQI Commitment, Leadership, Linking/Networking, Management of Information, Organizational Participation, and Safety
• Performance Specific: Crisis Management, Customer Focus

• Effective Communication: Clearly conveying information and ideas to individuals and groups in a manner that engages the audience and helps them understand and retain the message.

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise.

• Continuous Improvement: The ongoing process of achieving positive changes in service and processes in order to improve efficiency and quality.

• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.

• Expertise: Demonstrating proficiency of an employee's skill or knowledge within their field of practice.

• Drives Results: Consistently achieving results, even under tough circumstances.

KNOWLEDGE AND JOB SKILLS: Demonstrates knowledge of word processing and fundamental computer skills including spreadsheet development and management. Possess sound interpersonal skills, speech skills and writing skills. Demonstrates proficiency in telephone etiquette. Possesses knowledge of the functions of various types of office equipment, including copier, fax, computer and switchboard. Possesses a positive attitude regarding all aspects of a challenging work environment, including significant patience with and respect for individuals with psychiatric and substance use challenges. Possesses the ability to operate effectively within a team concept.

PERSONAL QUALITIES: Must be personable and demonstrate a customer-friendly attitude and demeanor. Must be responsible in screening visitors and obtaining signatures on the facility sign-in sheet. Must demonstrate the capacity for patience with challenging service populations. Must be capable of functioning as a contributing team member with fellow Assisted Outpatient Treatment Team staff in the best interest of the individuals we serve.

SPECIAL FACTORS: Must possess the physical health and stamina to execute job duties and essential functions over the course of a workday. Must possess the ability to work in an office setting requiring keyboard skills and administrative activities of a sedentary nature.

JUDGMENT/DECISION MAKING: Utilizes established corporate policies and procedures in making decisions. Uses sound judgment in meeting the responsibilities and performing the duties of the position.

EDUCATION & EXPERIENCE:

• Education:
• • High school diploma or equivalent required
• Experience:
• • Minimum of two (2) years of previous employment in an office environment required
  • Demonstrated proficiency in related duties and responsibilities required

• Driving Requirements:
  o Must be Over the age of 21 required
  o Minimum of 5-years driving experience required
  o Possess a Valid FL Driver’s license (within 30 days of hire if currently do not possess)
  o Possess a continuously valid US Driver’s license for the past three years, from date of issue required
  o Safe Driving record required

TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually. Other training and/or professional development may be assigned due to evolution of programs.