Support Center Coordinator

Virtual Support Center Coordinator

This position is not remote, it would be located in our office in Sheboygan.

ABOUT VISTA CARE

Vista Care is a leading service and support organization that is proud to provide specialized, supportive services to a diverse population throughout Wisconsin, Illinois, South Dakota, and Nevada. We specialize in offering comprehensive care and support services for individuals with disabilities, empowering them to lead fulfilling and independent lives.

JOB SUMMARY

The Vista Support Center (VSC) Virtual Support Center Coordinator (VSCC) position holds the responsibility of ensuring the safety and supervision of the individuals served living in any Vista Care supported setting. The VSCC has familiarity with current Vista Care policies and procedures. The VSCC supports the needs of the individuals served by remotely monitoring activity that occurs in each residential location for concerns that may require the dispatch of an onsite or region based staff member, or that requires remote tasks or support that can be provided to the staff or individuals supported. The VSC staff will be responsible for maintaining close attention to detail, refer to member centered plans for guidance on addressing situations, and communicate effectively with staff and individuals to ensure each matter is attended to as they arise. Works closely with staff, law enforcement, emergency responders, and individuals supported. This position must remain awake, alert and make sound judgments to ensure the safety of VSC supported populations.

LOCATION

On-site in Sheboygan, WI

Job Type: Day shift; FT & Casual positions

Schedule: 8 to 12 hour shifts.

BENEFITS

• Health insurance

• Dental insurance

• Vision insurance

• Short term & long term disability

• Paid time off

• Floating holidays

• Weekly pay

ESSENTIAL JOB FUNCTIONS

• Being a positive role model for individuals, employees, co-workers, and management.

• Represent the company in a professional manner.

• Comply with company policies and procedures, including, but not limited to Introductory Training Period, Attendance, Workplace Safety, Employee Appearance and Hygiene, Abuse/Neglect/Exploitation, Rights and Grievance for Individuals in Services, Equal Employment Opportunity, and Harassment

• Treating employees, management, and individuals with dignity and respect, including honest and respectful communication

• Does not engage in activities other than official business during work hours

• Contributing to a harmonious working environment, and maintaining good working relationships with co-workers, management, individuals, outside agencies, and others with whom the Support Coach may come in contact.

• Upholding the values of Balance, Excellence, Success, Tradition, Communication, Adaptation, Respect and Encouragement at all times.

Responsible for Vista Support Center Virtual Support Center Coordinator functions, which includes, but is not limited to:

• Activating and connecting to each location monitored by technology by establishing a connection to each site at the beginning of every shift. Reconnecting to each location and checking the status of the cameras and sensors on an hourly basis (24/7). This check may be performed more frequently if requested by the individual living arrangement due to specific needs of the consumers.

• Responding to each sounded alarm or visual alarm by connecting to the appropriate location and determining if the situation requires an accurate, timely, and sound action based response(s);

• Monitoring for the presence of staff and compliance with minimum staffing ratios in homes/programs and contacting supervisors when staffing shortage is observed. When needed, dispatching onsite or region based staff to a location to resolve a situation as detected by the system or due to monitoring pre-scheduled needs of the consumers living at each residence. These needs may include, but are not limited to, turning or repositioning a consumer at certain times, assisting with teaching interactions, and activities of daily living;

• Contacting the on-site staff to the unit, or 911, if the activity captured by the camera or sensor alarm(s) presents an immediate danger that needs a more urgent response;

• Problem solving with supervisor regarding ways to best support the needs of individuals served in each living arrangement by providing support and guidance to program staff as needed and keeping accurate records regarding issues occurring throughout their shift.

• Documenting actions taken throughout the shift by maintaining logs and other data collection records to indicate functioning level of the computer system, actions taken at each location, the completion of hourly checks at each location and information or concerns regarding consumers seen throughout the shift. Staff are responsible for providing accurate statements and initiating documentation of reportable incidents, such as injuries, following Vista Care procedures and policies;

• Troubleshooting and communicating technical difficulties with the software utilized to monitor each location by implementing proper reconnection strategies, and if these strategies fail, immediately informing the on-site staff that the location is not responding to the system and the individuals in the home will not be monitored by VSC. Contacting the VSC Director or designee;

• Following adequate training, configuration of technology, updating of remote pod technology, reviewing and identifying footage that may need to be recorded & saved for ANE and training purposes, as assigned, and updating of software. If footage needs to be saved, contacting the VSC SSD or Lead SC to perform this task;

• Ensuring the safety, security, comfort and human rights of persons served and responding to summons for assistance from program staff and/or persons served utilizing a variety of required communication tools, implementing home security measures, and using sound judgment to react to unplanned and emergency situations;

• Remotely supporting persons served to increase their independence, maintain grooming/hygiene and to exercise their rights by remotely prompting and teaching skills in various activities of daily living as natural teaching opportunities arise, using informal teaching procedures as well as supporting and deploying staff as needed;

• Remotely supporting persons served to reduce maladaptive behaviors and to learn appropriate replacement behaviors by implementing approved general healthy behavioral practices as natural teaching opportunities arise as well as supporting and deploying staff as needed;

• Remotely assisting in maintaining the health of persons served by assisting with remotely providing or deploying nursing health support or emergency medical services as needed, as well as monitoring and supporting the administration and documentation of medications, including, if properly certified, directly observing and documenting the administering of medications according to agency policies and procedures;

• Keeping work area clean and tidy during and after each shift;

• Performs other duties within the program, as needed, and as assigned.

• Responding to the DSP Hotline phone line, communicating with staff, and contacting the supervisor of a given program if immediate attention is needed.

• Document DSP Hotline phone calls via the on-call log;

• Mandated reporting;

• And all other duties as assigned.

PREFERRED QUALIFICATIONS

• High school diploma/GED preferred.

• One - two years of prior experience working with people who have Intellectual/Developmental Disabilities, Mental Health, Behavioral Health, Traumatic Brain Injuries, Physical Disabilities, Frail and Elderly or similar preferred;

• The ability to communicate through verbal, video and written mediums;

• Strong computer skills, including but not limited to Google applications such as Gmail, Drive, Docs, and Sheets, and the ability to quickly learn new systems for remote monitoring and documentation; knowledge of computers and excellent troubleshooting skills involving software;

• Must have good interpersonal skills and consistently demonstrate effective decision-making abilities

• The ability to recognize natural teaching opportunities and prompt staff to act upon them;

• The ability to recognize maladaptive (sometimes aggressive) behaviors and provide solutions while maintaining calm and composure;

• Adaptability, patience, and ability to work in a team environment;

• Ability to arrive at work on time and work on-site;

• Ability to self direct;

• Time management and follow-up skills with ability to plan, organize and prioritize a large workload; and handle several tasks simultaneously;

• The ability to stay awake, alert and make sound judgments to ensure the safety of iLink monitored dependent populations;

• Ability to sit at at computer for long periods of time, monitoring rotating TV consoles

• Ability to communicate virtually via video chat or phone line;

• Ability to document conversations and situations effectively in the means provided

If you are interested in this position, please apply today! If you have any questions about Vista Care or this Support Center Coordinator position, please reach out at the number or email below:

Diamond Nabounpaeng

Sr. Recruiter / Sr. HR Assistant- Vista Care

M: 920.694.1177

dianabounpaeng@vistacare.org www.vistacare.org

Vista Care is an equal opportunity employer. We encourage candidates from all backgrounds to apply!

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