New York Office for People with Developmental Disabilities/Taconic DDSOO Cheat Sheet *Inbound Number/Call Back Number 845-208-0591 *Greeting • “Taconic DDSOO Answering Service, Do you need to speak
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New York Office for People with Developmental Disabilities/Taconic DDSOO Cheat Sheet *Inbound Number/Call Back Number 845-208-0591 *Greeting · "Taconic DDSOO Answering Service, Do you need to speak with the staffing unit, AOC or Triage Nurse?" *Daily On Call Staff 1. Staffing Unit staffing related calls 2. Nurse Triage 3. AOC Administrator On Call all family care provider calls *Where do I find who is on call? · HelpJuice *Fill out Internal Form for Each Call http://www.123formbuilder.com/form-5267590/new-york-opwdd 1. Date 2. Time (est) 3. Caller's Name 4. Who the Call is For (Staffing, Nurse Triage, or AOC) 5. Region Number 6. House Name 7. Phone Number 8. If calling for Nurse Triage, get the Individual's Name they are calling about 9. If calling for Nurse Triage, get the Individual's Location they are calling about 10. If calling for Nurse Triage, get the medical reason for the call. 11. If calling for staffing or the AOC, get the reason for the call and put in "Message Taken" spot on form 12. If for AOC or Nurse Triage, notate what time the call was transferred and to whom it was transferred. 13. If for Nurse Triage, please notate whether you spoke to the nurse prior to transferring the call. 14. Agent Name *If Call is for Staffing Unit · Fill out Internal Form (do NOT ask for Individual's Name/Location on form) · Text On Call Staff Member using Heymarket · If the staffing unit does not respond back within 15 minutes with a confirmation text, please call Pauline Gilleo: 845-891-3065 or 845-392-3150 *If Call is for Triage Nurse · Fill out Internal Form (all fields) · Try to connect the caller to the appropriate on-call staff member by way of a warm transfer · If the transfer is unsuccessful, go back to the patient and state, "The Nurse Triage is on another call at the moment and will get back with you shortly." · Wait 10 minutes and if no response, make a follow-up phone call to the Nurse Triage. Leave an additional message if necessary. The Nurse Triage will call back. · If still no response, you will contact the AOC. *If Call is for the AOC · Fill out Internal Form (all fields-if it doesn't involve an individual, you can leave Individual Name & Individual Location blank) · Try to connect the caller to the appropriate on-call staff member by way of a warm transfer · If the transfer is unsuccessful, go back to the patient and state, "The AOC is on another call at the moment and will get back with you shortly." · Wait 10 minutes and if no response, make a follow-up phone call to the AOC. Leave an additional message if necessary. The AOC will call back. · If still no response, you will contact Shaune Snyder 845705-7349. All calls must be answered promptly, be sure to get as much information as possible and verify, verify, verify. *HOUSE NAMES/REGIONS REGION 1 HOUSES REGION 2 HOUSES REGION 2 HOUSES2 Andrew St. IRA Ashokan IRA County Rte. 19 IRA Cove Road IRA Elizabeth Drive IRA Elwyn Lane IRA Fish & Game IRA Gabriety IRA Granite IRA Highland IRA Livingston Ct. IRA Malden IRA Malmstrom IRA Maple Lane IRA Marakill IRA Marbletown IRA Milton Day Program Neighborhood Road IRA N. Ohioville IRA Olivett IRA Northern Dutchess Red Hook Neighborhood CTR Rt. 23B IRA 130A IRA Amenia Program Center Amenia Program Center Day Hab Community Hab R Beekman IRA Belden IRA Belpark IRA Bykenhulle IRA Camby Road IRA Clinton Hollow IRA Clove Valley IRA Deer Hill IRA Depot Hill IRA Diddell Road IRA Dover IRA East Duncan Hill IRA Evergreen IRA Fowler IRA Gardner Hollow IRA Heaney IRA Heritage ICF Millbrook Day Program Mistler FSR Nine Partners IRA Noxon Road Day Program Noxon Road Community Pre-Voc Old Farms IRA Old Route 9 IRA Orchard ICF Pawling Day Program Pryor FSR Quarry Hill IRA Queen Anne IRA River Road IRA Riverview IRA Route 55 IRA Route 82 IRA Rudd Pond IRA Sleight Plass IRA South Avenue IRA South Quaker IRA Spruce IRA Hillis Terrace IRA Stagecoach IRA Rt. 32A IRA Schultz Hill IRA South Chodikee Ulster Day Program Valatie North IRA Valatie South IRA Vincent IRA Wiltwyck IRA Witchtree IRA Woodland IRA Ludlow Woods IRA Mallory IRA Maple ICF Marlin IRA Mayflower IRA McCarthy IRA Meadow Lane IRA Mechanic IRA Mesier IRA Millbrook IRA Stepping Stone IRA Verbank IRA Wayne Drive IRAMicrosoft Word for Microsoft 365