Support Specialist

Job Description

Job Description

Description:

 ***This is an in-person/in-office position ONLY***

About SafeinHome: SafeinHome provides Remote Supports for people with intellectual and developmental disabilities and older adults. Our services combine assistive technology with trained human support available 24 hours a day, 7 days a week. This approach supports people in living more independently while remaining safe in their homes and communities. 

SUMMARY:  

SafeinHome exists to expand access to reliable, consistent support that enables people to live the lives they choose. Our work supports individuals to maintain stability and continue living in the homes and communities of their choice. Every role at SafeinHome contributes to delivering support that people and families depend on every day.  

As a Remote Support Specialist, you are the heart of SafeinHome’s core service and essential to the Company mission to dramatically improve our Clients’ independent living. You will provide health and safety remote monitoring for individuals under SafeinHome support using video, text messages, voice communications, various high-tech sensors (such as wearables, Smart Home sensors, and health care sensors), and SafeinHome’s proprietary software technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES including, but not limited to:

• Provide health and safety remote monitoring and support for adults with a wide range intellectual and developmental disabilities, including adults with Tourette syndrome and other mental health issues, and seniors, who are challenged living independently.
• Scheduled Client ‘check-ins’ with individuals under support for medication compliance, wellness checks, general reminders, and other similar situations.
• Provide remote intervention to handle specific situations that range from talking with individuals under Support to dispatching emergency services.
• Respond to emergency Client situations.
• Record activities and Support Notes, as necessary.
• Adheres to and accurately promotes all Company Policies and Procedures to all employees.
• When requested, performs and/or manages training of new Remote Support employees.
• Provides feedback to management to improve the environment for employees and the service level for Clients under SafeinHome support.
• Documents any undesirable Remote Support employee behavior and Client or Support Circle complaints or issues.
• Helps keep the Remote Support work area clean and organized.
• Maintains a very positive and enthusiastic demeanor with other Remote Support employees, Clients and Support Circle members.
• Is viewed by other Remote Support employees as a valuable, knowledgeable and as a highfunctioning Company resource.
• Responds quickly and practically to emergencies, crises, or unexpected problems during shifts.
• Ensures that Clients and their Support Circle are satisfied and identifies, documents & reports the issues when they are not satisfied.
• Keeps management apprised of issues impacting your/our ability to provide excellent service.
• Does NOT share gossip, inappropriate personnel or personal details, or otherwise incite employee dissatisfaction.

WORK ENVIRONMENT:

• Time will be spent at Remote Support workstations with other Remote Support employees.
• Standard 40-hour workweek applies, though shift times may vary according to Remote Support hours.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:

• High school diploma or GED required.

SKILLS AND ABILITIES:

• Complete and comprehensive understanding/proficiency with all Company Policies and Procedures
• Comprehensive and ongoing understanding of all Company developed software systems required to perform Remote Support job function.
• Complete and comprehensive understanding/proficiency with all Required Training materials including online courses provided by State agencies. Must be able to recall, respond & document proficiency of State rules, guidelines & requirements – as needed.
• Works well with a team.
• Exhibits strong interpersonal and service-oriented skills.
• Maintains professional but friendly demeanor.
• Demonstrates proficiency with basic computer programs, such as Outlook Email, Word, and Excel.
• Ability to solve practical problems.
• Ability to deal with difficult conversations, including with individuals with difficult personalities, conversations with statements that can be interpreted as harassment, and conversations with statements objectionable to specific demographics.
• Responds calmly and professionally to emergencies, angry clients and Support Circle members, or other stressful situations in the workplace.
• Ability to apply principles of logical thinking to a wide range of intellectual and practical problems, dealing with verbal and nonverbal symbolism in its most difficult phases.
• Ability to deal with a variety of abstract and concrete variables. Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to solve practical problems and deal with variables, including personalities, in situations where only limited standardization exists.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to communicate effectively using original or innovative techniques or styles on controversial or complex topics to everyone across all interaction.
• Manages time effectively and efficiently.
• Pays close attention to detail.
• Demonstrates ability to multitask.

BEHAVIORAL COMPETENCIES:

Employee must exhibit excellent Client relationship management and overall communication skills. Employee must be able to follow specific direction by any Company Supervisor or Manager without making repeated mistakes, significant errors in good judgement and without requiring multiple, repeated re-training. Employee must have the ability to deliver required results with high levels of Client satisfaction.

Employee must exhibit personal confidence, be responsible, dependable, punctual, realistic, positive, flexible, efficient, patient, and methodical, have strong interpersonal and communication skills, be able to work independently, have neat and clean work habits, and have excellent documentation and organizational skills.

TRAVEL REQUIREMENT:

No travel is required for this position.

OTHER REQUIREMENTS:

Must be a legal U.S. resident, hold a valid driver’s license and have a driving record showing zero felony convictions and less than three moving violations in the previous three years. The individual must be able to pass a state and federal criminal background check and relevant financial background checks, agree to inform the company of any subsequent arrests, and submit to additional background checks when required by any relevant agency or on the request of the Company for any reason or as may be required from time-to-time.

LANGUAGE SKILLS:

Ability to read and interpret documents such as Person-Centered Individual Service Plans (PCISP’s). Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of the organization. Commitment to understanding the critical importance of “people first” language as it applies to individuals with developmental disabilities and using such language in all communications.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is (occasionally, regularly, frequently) required to: sit, walk, stand, move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp, reach with hands and arms, stoop, kneel, crouch or crawl, talk or hear:

• The employee is regularly required to sit and talk or hear. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include: close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.