Remote Support Coordinator

Remote Support Coordinator

Classification: Non-Exempt

Reports To: Program Director

Department: Program Operations – Remote Support

Summary / Objective

The Remote Support Coordinator is responsible for the daily coordination and oversight of Remote Support services, ensuring individuals receiving services are safe, supported, and connected through effective use of remote technology systems.

This role supervises Remote Support staff and ensures compliance with Ohio Department of Developmental Disabilities (DODD) rules, LADD policies, and documentation requirements. The Coordinator oversees technology implementation, monitoring, quality assurance, and collaboration with internal teams and vendors to ensure remote systems function effectively and align with each individual’s ISP.

This position ensures operational oversight, accountability, and coordination of remote support systems.

Essential Functions

Service & Regulatory Oversight

• Ensure compliance with applicable Ohio DODD Administrative Code and Revised Code related to Remote Support services.

• Maintain detailed knowledge of LADD policies and ensure consistent implementation.

• Represent LADD in the Individual Service Plan (ISP) process and ensure Remote Support services align with assessed needs.

• Submit ISP revisions as needed when remote service delivery requires modification.

• Review and approve service documentation to ensure accuracy, billing compliance, and regulatory standards.

• Monitor major unusual incidents (MUIs), unusual incidents, and medication errors as related to Remote Support, ensuring proper reporting and follow-up.

• Ensure health, safety, and rights of persons served are upheld at all times.

Remote Technology Coordination & Quality Assurance

• Collaborate with Tech Support Specialist and Program Manager on deployment, implementation, and coordination of remote technology systems (cameras, sensors, dashboards, apps, monitoring platforms).

• Conduct routine quality assurance checks of remote systems, including battery life, connectivity, sensor activity, and dashboard functionality.

• Ensure monitoring systems are operational and that outages, gaps in service, or system failures are addressed promptly.

• Serve as liaison between Remote Support staff, Intake, assessment staff, Facilities, and designated IT/vendor partners to ensure technology aligns with assessed needs.

• Communicate timely with Program Manager and relevant departments regarding technology issues impacting service delivery.

• Collaborate with vendors to resolve operational issues, escalating technical troubleshooting as appropriate.

• Track and report remote support system performance metrics and departmental goals.