Senior Director of Remote Supports

About Harc

Harc provides support for a lifetime to individuals with intellectual and related disabilities and their families so they may enjoy lives of quality, inclusion, and dignity. We are a vibrant nonprofit organization based in Hartford, Connecticut, offering a range of person-centered services including residential support, employment and day programs, family support, recreation, and more.

Position Summary

This is an in-person role. The Senior Director of Remote Supports will lead and oversee the strategic direction, development, and execution of all remote support services offered by Harc at our Hartford, CT call center. This role is critical to ensuring the highest level of support excellence, operational efficiency, and continuous innovation in remote service delivery. The Senior Director will collaborate closely with Harc leadership to define and implement a forward-thinking strategy that uses technology, creativity, and industry best practices to serve individuals and families across the state.

The ideal candidate will bring extensive experience in remote support operations, assistive technology, team leadership, and program growth. This person will also represent and promote Harc's remote supports with state agencies, participants, families, and the public to expand awareness and utilization of the program. A strong ability to communicate the value of remote supports and a commitment to expanding access will be key to success in this role.

Key Responsibilities:

Leadership and Strategy

• Lead and manage the remote support team, ensuring alignment with organizational goals and objectives
• Develop and implement a strategic plan to grow and strengthen remote support services
• Collaborate with Harc departments and leadership to ensure remote supports are fully integrated with existing programs
• Drive innovation by evaluating and implementing emerging technologies and person-centered approaches
• Promote the value of remote supports to external audiences, including government/private agencies, participants, care teams, and the general public

Operational Management

• Oversee the daily operations of the remote support team to ensure high-quality and dependable service
• Develop and maintain protocols, policies, and standards that support consistency and safety in all remote interactions
• Monitor remote service contracts and key performance indicators (KPIs) to ensure outcomes meet program expectations and participant goals
• Ensure effective escalation protocols are in place for high-priority or emergency concerns, such as a participant requiring immediate medical or behavioral support, or unplanned interruptions in remote monitoring
• Coordinate with the IT provider and key partners to ensure the reliability and functionality of technology platforms

Team Leadership and Development

• Build and mentor a skilled, compassionate, and accountable team committed to quality service delivery
• Provide regular coaching, training, and performance feedback to support continuous improvement
• Lead the recruitment and onboarding of staff with a strong understanding of assistive technology and person-centered thinking

Participant-Centered Focus

• Ensure the program supports people in ways that promote safety, independence, and dignity
• Serve as a liaison to families and guardians, offering education and transparency about how remote supports work
• Respond to complex participant needs with empathy and urgency, working to resolve challenges and improve satisfaction
• Incorporate person-centered practices into service delivery and decision-making

Technology, Assessment, and Innovation

• Stay current with advances in remote support systems, assistive technology, and tools that enhance participant outcomes
• Conduct or oversee Assistive Technology assessments and regularly review existing supports to ensure continued fit and benefit
• Collaborate with IT and vendors to implement and maintain effective platforms and devices for monitoring, communication, and reporting

Program Promotion and Growth

• Build relationships and develop outreach strategies to connect with stakeholders, including DDS, other state/private agencies, managed care organizations, and other community agencies
• Support sales and expansion efforts by clearly articulating the benefits of Harc's remote supports to prospective partners and families
• Represent the program at conferences, presentations, and stakeholder meetings to promote awareness and build referral networks

Budget and Resource Management

• Develop and manage the remote supports program budget to ensure responsible and cost-effective resource use
• Track and report on financial performance, adjusting strategies as necessary to meet budget and revenue targets

Key Competencies:

• Visionary leadership and the ability to scale a new program
• Exceptional written and verbal communication skills
• Emotional intelligence, empathy, and cultural humility
• Strong technological fluency and understanding of assistive technology solutions
• Strategic thinking and business development skills
• Ability to navigate systems and build effective partnerships across sectors
• Effective decision-making and crisis management abilities
• Proficiency in evaluating and implementing technology-based service solutions
• Knowledge of HIPAA and other privacy and safety standards related to remote monitoring
• Familiarity with intellectual and developmental disabilities and related disabilities and community-based support
• Ability to navigate systems and build effective partnerships across sectors

Qualifications:

Education

• Bachelor's degree in Human Services, Business Administration, Information Technology, or a related field (Master's preferred)

Experience:

• Minimum of 10 years of experience in remote support, assistive technology, customer success, or related areas
• At least 5 years in a leadership role managing service delivery and operations
• Proven experience growing or launching a new service or business line
• Proficiency in Microsoft Office Suite, ADP, and various software and databases.

• Ability to attend agency-wide events and fundraisers.
• Passionate about Harc's mission and dedicated to enhancing the lives of individuals and families Harc supports.

Additional Requirements

• Ability to work independently and collaboratively across teams
• Willingness to travel as needed
• Flexibility to adjust work hours to support team members and clients when necessary
• Ability to present, pitch, and promote the program to diverse audiences

Compensation and Benefits

• Competitive salary based on experience
• Comprehensive benefits including health, dental, and vision insurance
• 401(k) plan with a 9.5 percent contribution by Harc
• Generous paid time off
• Professional development opportunities
• Flexible work hours and partial remote work options

Join Our Team

If you're passionate about innovation, equity, and supporting individuals with intellectual and developmental disabilities and related disabilities to live full and independent lives, we encourage you to apply. This is an exciting opportunity to lead a transformative program at Harc and make a meaningful impact every day.

Harc is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.