Support Center Coordinator

Description

Job Title: Support Center Coordinator

Department: Technology

Reports To: Technology Manager

Date: November, 2025

Job Summary:

The Support Center Coordinator plays a pivotal role in ensuring the safety and well-being of individuals across our various programs. They will provide remote support directly to individuals with disabilities, offering timely interventions and oversight to ensure a safe and responsive environment. This role is crucial in coordinating rapid responses to the needs of our support staff and the individuals they serve, using technology-driven solutions to maintain continuous engagement and support across Vista Care supported settings.

Duties and Responsibilities:

Support & Response:

• Facilitate remote interactions and provide support to individuals with disabilities, utilizing advanced technology to ensure their safety and independence.
• Establish and maintain connections to each location via our remote technology, performing checks and responding to alarms on an hourly basis.
• Respond to immediate safety concerns by coordinating with on-site staff or emergency services.
• Verify staff presence and compliance with staffing ratios, escalating issues as necessary.
• Support hotline for Direct Support Professionals (DSPs) that need assistance.
• Assists members of leadership with finding coverage for hard to full or need to fill roles.

Communication & Documentation:

• Document actions and observations with detailed logs and reports.
• Ensure all incidents that require mandated reporting are identified, documented, and reported according to state laws and organizational policies.
• Maintain a high level of awareness and training in identifying incidents that require mandated reporting.
• Troubleshoot technical difficulties and implement solutions.
• Communicate effectively with staff, law enforcement, and emergency responders to ensure comprehensive support.

Support & Training:

• Provide ongoing support to program staff, offering guidance on handling various situations.
• Participate in and sometimes lead training sessions on compliance and emergency response.

Additional Responsibilities:

• Assist with the health and medication monitoring of individuals as required.
• Ensure a clean and orderly work environment during and after shifts.
• Perform other duties as assigned

Qualifications and Experience:

Skills

• Proficient in Google applications such as Gmail, Drive, Docs, and Sheets.
• Strong communication skills across verbal, written, and digital mediums.
• Excellent customer service, problem-solving and troubleshooting skills.
• Meticulous attention to detail.

Additional Requirements

• Must pass the WI BID and other applicable background checks upon hire.
• Demonstrated ability to work collaboratively in a team environment.
• Must be capable of sitting for long periods and managing tasks through multiple computer systems.

Scope of Supervision:

• None

Education:

• High school diploma/GED preferred.
• One to two years of experience working with people who have Intellectual/Developmental Disabilities, Mental Health, Behavioral Health, Traumatic Brain Injuries, Physical Disabilities, the Frail and Elderly, or similar preferred.

Working Conditions and Physical Requirements:

• In office position located on site at Vista Care Offices.
• Ability to sit for long periods of time
• This role requires repetitive manual and finger dexterity and eye-hand coordination. Must maintain alertness and respond promptly during the entirety of the shift.
• Must be able to give and receive verbal and written instructions in English to staff, other professionals, and individuals.

Requirements

• Proficient in Google applications such as Gmail, Drive, Docs, and Sheets.
• Strong communication skills across verbal, written, and digital mediums.
• Excellent customer service, problem-solving and troubleshooting skills.
• Meticulous attention to detail.
• Must be capable of sitting for long periods and managing tasks through multiple computer systems.
• Hours 7am to 7pm but may vary based on business needs

#IND100

Salary : $16