Director of Remote Supports

About Harc

Harc provides support for a lifetime to individuals with intellectual and related disabilities and their families so they may enjoy lives of quality, inclusion, and dignity. We are a vibrant nonprofit organization based in Hartford, Connecticut, offering a range of person-centered services including residential support, employment and day programs, family support, recreation, and more.

Position Summary

This is an in-person role. The Director of Remote Supports is responsible for the effective daily operations of Harc’s Remote Supports program in our Hartford, CT call center. This individual oversees the team of Connection and Support Liaisons, ensures high-quality support for individuals using assistive and remote technologies, and serves as a key liaison between program leadership, technology vendors, and Harc. This position plays a critical role in maintaining real-time oversight of remote support services, ensuring safety, responsiveness, and adherence to care plans.

Core Responsibilities:

Program Oversight and Supervision

• Supervise daily operations of the Remote Support Suite, ensuring consistent, timely, and person-centered support is provided.
• Provide direct supervision to Connection and Support Liaisons team members, including scheduling, training, coaching, and performance management.
• Ensure shift coverage and serve as a backup Connection and Support Liaisons when necessary, including responding to call-outs or absences.
• Participate in the training of new Connection and Support Liaisons and monitor performance to ensure compliance with Harc's standards and protocols.

Monitoring and Response

• Connect with each monitored location at the beginning of every shift; perform hourly checks or as assigned to assess safety, staffing, and equipment functionality.
• Respond to alerts through the remote monitoring system, assess the situation, and determine the necessary follow-up.
• Dispatch staff to residences as needed or escalate to emergency services when immediate danger is observed.
• Maintain clear and thorough documentation of shift activities, incidents, and follow-up actions using Harc’s systems and tools.

Technical Coordination

• Troubleshoot basic software and connectivity issues; escalate unresolved issues to the Director or IT as appropriate.
• Maintain and update consumer and staff profiles within the remote support software, including adding/removing users and managing permissions.
• Collaborate with Harc’s Assistive Technology Coordinator and IT team to support system updates, equipment configuration, and technology-based training tools.

Support and Training

• Train and mentor designated “Super Users” to assist in peer learning and operational excellence.
• Support staff in understanding and leveraging remote support services to enhance safety, independence, and quality of life.
• Collaborate with the Director to ensure that remote supports reflect person-centered planning and that staff are equipped to implement and adapt supports as needed.

Administrative Responsibilities

• Ensure documentation, logs, and incident records are complete, accurate, and timely.
• Coordinate on-call rotations and update staff schedules and tracking systems as needed.
• Serve as a liaison between Harc and technology vendors or developers to support upgrades, troubleshoot issues, and improve functionality.
• Participate in internal quality assurance and compliance audits as needed.

Key Competencies:

• Strong leadership, coaching, and team-building abilities
• Excellent communication skills across written, verbal, and video formats
• Technological fluency, particularly with assistive technology, remote support systems, and troubleshooting
• Calm and confident decision-making under pressure, with an ability to manage crises effectively
• Emotional intelligence, empathy, and a commitment to person-centered care
• Cultural humility and an understanding of the diverse needs of individuals with intellectual and developmental disabilities
• Strong organizational and time management skills
• Knowledge of HIPAA and privacy standards relevant to remote monitoring

Qualifications:

• Bachelor’s degree in human services, technology, or a related field preferred

• 1–2 years of experience in a supervisory or team leadership role
• Experience working with individuals with intellectual and developmental disabilities
• Proficiency in Microsoft Office Suite, ADP, and various software and databases.
• Ability to work on-site, adapt to a flexible schedule, and serve on an on-call rotation
• Ability to remain alert, seated at a monitoring station for extended periods

Compensation and Benefits

• Competitive salary based on experience
• Comprehensive benefits including health, dental, and vision insurance
• 401(k) plan with a 9.5 percent contribution by Harc
• Generous paid time off
• Professional development opportunities
• Flexible work hours and partial remote work options

Join Our Team

If you’re passionate about innovation, equity, and supporting individuals with intellectual and developmental disabilities and related disabilities to live full and independent lives, we encourage you to apply. This is an exciting opportunity to lead a transformative program at Harc and make a meaningful impact every day.

Harc is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.