Program Assistant - Assertive Community Treatment (ACT)

Description Title: Program Assistant

• Assertive Community Treatment (ACT) FLSA Status: Full Time, Non-Exempt Purpose: The Program Assistant is responsible for organizing, coordinating and monitoring all nonclinical operations of ACT under the direction of the team leader; providing receptionist activities including triaging calls, coordinating communication between the team and clients, deescalating situations with clients who have increases of symptomatology, and assisting clients, their families and agencies to get answers to questions. Key Responsibilities: Duties and Responsibilities: Communication and Coordination
• Triage and coordinate communication between the team and clients.
• Get answers to questions for clients, families, community resources and agencies.
• Work with callers to relieve urgent situations or to temporarily manage them until other staff are available.
• Decide when and how quickly to refer calls to other staff.
• Attend scheduled meetings such as all team meetings and planning meetings so that information can be shared with other team members and communications with other absent team members can also occur.
• Alert staff to client's concerns or other matters needing attention and communicate relevant observations to other ACT Team staff.
• Attend scheduled meetings and training as required by program and agency.
• Assist equally in the coverage of the Reception area and phones with other Program Assistants/Coordinators to ensure a welcoming environment for all clients served at Program site. Written Communication and Support Activities
• Provide communication, editing, transcription, and word processing services.
• Create and revise documents including procedures and forms as requested. Proofread all documents for accuracy to ensure they are free of errors.
• Compile statistical data and perform other data processing functions as requested to produce needed information or reports.
• Maintain database of information of clients (e.g., demographics) and mailing lists (consumers, providers, family members, etc.), and other client lists.
• Monitor and / or coordinate projects for the ACT Team Leader or Program Manager and collaborate with other staff as appropriate.
• Provide word processing, data entry, spreadsheet maintenance, and other computer support activities as needed to ensure program materials and resources are accurate and available.
• Coordinate with team Psychiatrist scheduling of client appointments, send out appointment notifications, arrange transport as needed, and do appointment reminder phone calls, as requested.
• Assist in tracking court reports, assessments, ITPs, Functional Assessments, Clinical Supervision notes and Discharge Readiness Assessments as requested. Documentation of Treatment Plans and Assessments
• Maintain and distribute File review checklists as ITP's are due.
• Collect completed ITP File review paperwork.
• Enter assessment information into Credible to maintain reports used to determine which ITP's need updating.
• Send out all communication that goes to collateral resources.
• Report to Team Leader outstanding documentation needed for file review completion.
• Provide information for Peer Quality Review process as requested.
• Maintain and distribute intake and exit checklists and packets as needed. Billing Responsibilities
• Complete the Billing Checklist prior to billing for services.
• Work with team members and the Team Leader to resolve any issued identified, so client services may be billed.
• Forward the completed Billing Checklist to the billing department to initiate billing.
• Work collaboratively with the billing department, and with team members and the Team Leader, to help resolve problems or issues that arise related to insurance, missing documentation or approvals needed to complete billing. Required Skills/Abilities:
• Knowledge of mental illness and the needs of people with mental illness.
• Knowledge of social service and community programs available to assist people with serious and persistent mental illness.
• Ability to assist clients directly through support, mentoring, advocacy, and coordination to help them obtain the necessities of daily living such as medical/dental care, legal/advocacy resources, financial and money management support, and transportation.
• Basic math and accounting skills, including decimals and rental transactions.
• Comfort with equipment used in performing clerical and office functions such as copiers, business phones, and calculators.
• Ability to establish and maintain filing systems.
• Ability to promote an inclusive, diverse, culturally competent, and respectful environment.
• Ability to develop and maintain receptive, open, and approachable lines of communication with clients and staff, and provide a friendly environment for visitors.
• Strong written and verbal communication skills, including composing, proofreading, and editing.
• Ability to recognize and implement new systems that will increase the efficiency of administrative processes and ease the work of clinical staff.
• Ability to work as a proactive and positive member of a team to deliver quality services.
• Ability to maintain confidentiality of organization, personnel information, and client data.
• Ability to use sound judgment and maintain healthy professional boundaries.
• Analytical and problem-solving skills.
• Ability to meet deadlines and set priorities.
• Proficiency with a variety of web-based software and databases, including Microsoft Office Suite. Working Conditions:
• The position completes activities in the program office and will have interactions with clients of the program and the public.
• Some activities may be required in the community.
• Travel may be required to other program sites.
• This position has the potential to come into contact with bodily fluids, communicable diseases, tobacco smoke, and household pets.
• Prolonged periods at a desk, working on a computer.
• Manual dexterity for tasks such as taking notes, using technological devices for documentation, or assisting clients with certain activities if needed.
• Must be ambulatory and able to negotiate stairways.
• The ability to lift and carry heavy weights that could be up to 25 pounds. Education and Experience: Required:
• High-school graduate.
• 2 years of full-time professional administrative experience. Preferred:
• Post high school technical training.
• Experience working with adults with mental illness (paid or volunteer) is desired. Additional Requirements:
• Must not be actively receiving services from Guild and must not have received services within the last two years.
• A valid Class ‘D’ Driver’s License, reliable vehicle, satisfactory driving record and necessary insurance.
• Ability to pass a MN Department of Human Services background check. Guild’s Employer Promise: We know you do your best work when you feel supported and have the flexibility to meet all of life’s demands, no matter what those demands might be. Guild is an environment where your emotional, physical, and social wellbeing matters. A place where we’re motivated to care for each other and to work together to make a difference in the lives of our clients. We show up for our clients and we show up for each other. And Guild shows up for you. About Guild: Guild is a Minnesota not-for-profit 501(c)(3) organization that empowers those living with mental illness and/or experiencing long-term homelessness by helping them find the tools they need to lead stable, fulfilling lives in communities of their choosing. Benefit Highlights: Guild Services offers a range of benefits, including medical, dental, and vision coverage; flexible spending, HSA, short and long-term disability; Paid Time Off; paid holidays; wellness hours; 403(b); life insurance; and more. Eligibility requirements and other terms and conditions apply. The salary range for this position is between $21 - $26 hourly. The range ref