What are the responsibilities and job description for the Remote Support Professional position at The Blick Center?
Position Summary:
The Remote Support Professional provides remote monitoring, coaching, and assistance to individuals receiving services through The Blick Center's Remote Support Program. This position promotes independence while ensuring the health, safety, and well-being of persons supported through technology-based supports. The Remote Support Professional responds to alerts and requests for assistance, provides guidance and problem-solving, coordinates emergency responses when necessary, and documents all services accurately and timely.
Essential Duties and Responsibilities
Customer Service & Professionalism
- Provides exceptional internal and external customer service by communicating in a courteous, respectful, and professional manner.
- Responds promptly to calls, emails, and requests for assistance, returning phone calls and emails within 24 hours whenever possible.
- Maintains a pleasant, helpful, and solution-focused attitude in all interactions.
- Updates voicemail greetings and out-of-office messages as needed.
- Establishes and maintains positive working relationships with clients, family members, guardians, coworkers, supervisors, and community partners.
Compliance & Professional Standards
- Maintains full compliance with The Blick Center's Policies and Procedures, Ohio Administrative Code, Ohio Revised Code, Medicaid requirements, and all applicable regulatory standards.
- Maintains all required certifications, licensure, and training necessary to perform job duties.
- Demonstrates commitment to The Blick Center's mission, vision, and core values.
- Follows the organizational chain of command when addressing concerns or resolving conflicts.
- Takes responsibility for professional growth and actively participates in ongoing learning opportunities.
- Maintains reliable attendance, arrives to work on time, and keeps Outlook calendar and availability
Remote Support Services:
- Provides remote support and monitoring services to persons supported within assigned service areas.
- Builds rapport and maintains meaningful engagement with persons supported during all interactions.
- Monitors the health, safety, medication reminders, daily living activities, and overall well-being of persons supported through remote technology.
- Encourages and empowers individuals to make informed choices and maximize independence while providing assistance only as needed.
- Responds promptly to incoming support requests, alerts, and emergency situations.
- Coordinates emergency responses by contacting emergency services, dispatching in-person staff, caregivers, or other appropriate resources when necessary.
- Provides emergency backup support until appropriate assistance arrives.
- Troubleshoots remote support technology and in-home monitoring systems.
- Educates and coaches persons supported on the effective use of remote support technology and in-home devices.
- Provides consultation and training to caregivers, parents, guardians, and other support team members regarding remote support technology and services.
- Promotes a positive, respectful, person-centered environment that values individual dignity, cultural differences, and personal choice.
- Recognizes and respects the important role of family members, guardians, and interdisciplinary team members in service planning and delivery.
- Identifies, prevents, and reports suspected abuse, neglect, exploitation, rights violations, or other incidents in accordance with agency policy and state regulations.
- Completes all required documentation accurately, objectively, and within established timelines.
Qualifications
- High school diploma or equivalent required
- Experience supporting individuals with developmental disabilities, behavioral health needs, or other human service populations preferred.
- Strong verbal and written communication skills.
- Excellent customer service and problem-solving abilities.
- Ability to remain calm and make sound decisions during emergencies.
- Strong computer skills and ability to learn multiple software platforms and remote support technologies.
- Ability to multitask and effectively prioritize competing demands.
- Ability to work independently while collaborating with a multidisciplinary team.
Knowledge, Skills, and Abilities
- Knowledge of person-centered practices and promoting individual independence.
- Understanding of emergency response procedures and crisis intervention techniques.
- Ability to assess situations quickly and determine appropriate responses.
- Strong organizational skills with attention to detail.
- Ability to maintain confidentiality and exercise sound judgment.
- Ability to communicate effectively with individuals of varying abilities, families, guardians, and professionals.
- Commitment to treating all persons with dignity, respect, and compassion.
Working Conditions
- Primarily office-based or remote support center environment with extensive computer and telephone use.
- Frequent interaction with remote monitoring technology and communication systems.
- May require evening, overnight, weekend, and holiday shifts.
- Must be able to remain seated for extended periods while monitoring multiple systems.
- Ability to respond calmly and effectively during high-stress or emergency situations.
Physical Requirements
- Ability to sit for extended periods while using computers and monitoring equipment.
- Frequent use of hands for keyboarding and telephone operation.
- Ability to hear alarms, phone calls, and other auditory notifications.
- Ability to communicate clearly both verbally and in writing.
- Visual ability to monitor multiple computer screens simultaneously.
The Blick Center is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.
The Blick Center complies with all applicable federal, state, and local employment laws, regulations, and standards. Employees are expected to perform their duties in accordance with these requirements, as well as all organizational policies, procedures, and ethical standards.
Disclaimer: This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. The Blick Center reserves the right to modify job duties or assign additional responsibilities as business needs require. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.