Remote Supports Designed to Deliver Independence for All

Yes, and that’s where it starts. Hearo works with the individual, their family, their provider agency and their case manager on a home plan, then picks the devices that fit it, from a single watch to a full smart home. Our rules engine decides what happens when: a light that shows the way to the bathroom at night, a reminder on the tablet, a door that alerts staff only during certain hours. As needs change, the plan and the devices change with them.

No. Most of Hearo works quietly in the background. Sensors report on their own, and there are no apps, passwords or Wi-Fi for the individual to manage. The Hearo tablet responds to voice as well as touch, and Hearo technicians show each person how to use it when they install the system.

Hearo isn’t a camera system. Most homes run on sensors that report simple events, like a door opening or a bed going empty, not pictures. Where a camera helps, such as a doorbell camera at the front door, it’s there because the individual and their team chose it for the home plan. Alerts and history are visible only to the people on that individual’s team.

That’s the whole point. Reminders, routines and skill-building help people take over tasks someone used to do for them, and support steps back as they grow. DeShawn needed less help every year he used remote supports, until he graduated from them altogether. Emily, who lost her sight as a teenager, now lives in an apartment of her own.

Hearo watches every device around the clock. If a sensor goes quiet, a battery runs low or a watch is left off the charger, it shows up in the Care Console as a device problem, kept apart from care alerts, so staff can fix it before it leaves a gap. The hub has its own cellular connection and battery backup, so a power or internet outage doesn’t take the home offline. When something needs repair, Hearo’s technicians fix or replace it.

Whatever the home plan calls for. That can include motion, door and window sensors, bed sensors, smart lights, locks and thermostats, a doorbell camera, an emergency button, a medication dispenser, the Hearo Watch and the voice-activated Hearo tablet, all tied together by the Hearo Hub. Hearo also works directly with partner devices from MedMinder, Withings, BoundaryCare and others. You can browse them all on our Devices page.

Remote supports uses technology to help people live safely and independently at home without someone physically there around the clock. A Hearo home has assistive technology chosen for the individual, like sensors, reminders and smart home controls, connected by the Hearo Hub over its own cellular service. When something matches a rule in their plan, such as a door opening at night or a missed dose, Hearo reaches the right person: a reminder on the tablet first, then a trained remote support team who can check in by video, turn on lights, unlock the door and bring in on-call staff, family or 911.

Hearo operates as a HIPAA Business Associate. We sign a business associate agreement with every agency we serve and require one from every vendor that handles protected health information. Data is encrypted as it travels from the hub and while it’s stored in the Hearo cloud, and the Care Console shows each person’s information only to the staff and family on their team. Written HIPAA privacy, security and breach notification policies govern how we handle it, and our whole team is trained on them.

Yes, and that’s where it starts. Hearo works with the individual, their family, their provider agency and their case manager on a home plan, then picks the devices that fit it, from a single watch to a full smart home. Our rules engine decides what happens when: a light that shows the way to the bathroom at night, a reminder on the tablet, a door that alerts staff only during certain hours. As needs change, the plan and the devices change with them.

It puts in-person staff where a person matters most. One remote support team can cover many homes overnight and between visits while sensors and reminders handle the routine checking in, so agencies can serve more individuals with the staff they have and reach homes that are hard to staff, including in rural areas. How much in-person support someone keeps is decided by their plan and their team, and it can change as they grow more independent.

Hearo is designed to do more than support an individual’s current needs; it’s a tool for growth. Reminders, routines and rules are set up around the goals in their support plan, and every alert, response and completed task is logged in the Care Console, ready for plan reviews and billing. As the individual builds skills, their team can fade the supports they no longer need.

As much or as little as you need. Some agencies run on Hearo’s Care Console from day one, while others keep their staff in the records system or monitoring platform they already use, fed by Hearo’s events, history and calls. Those connections are scoped with your team and built by the same people who build Hearo. Partner devices like MedMinder, Withings and BoundaryCare report straight into Hearo, so their readings land on the same record as everything else.

Yes. DSPs and other staff use the Care Console on the web or in the Hearo Care Console app for iPhone and Android. Staff assigned to a home get push notifications for its alerts, can see what happened and when, and can call the individual’s tablet by voice or video. Agency admins decide who can see which homes.

Most of the timeline is planning, not installation. Once the assessment is done and services are authorized, Hearo configures the hub and devices before we arrive, so the install itself goes quickly, and with the hub on its own cellular service there’s no internet provider to wait on. We’ll give you a realistic timeline for your state and your individuals in our first conversation.

Hearo technicians train each individual on their devices at installation. For your staff, we train on the Care Console: reading the live dashboard, acknowledging and responding to alerts, documenting what happened and handing off between shifts. Training happens in person or over video, with how-to guides your team can come back to, and we’re here for refreshers and new hires as your team grows.

We stay with you long after the install. Critical issues reach our team any time, day or night, and Hearo watches every device so an offline sensor or low battery gets a ticket before anyone has to call. Our technicians handle repairs and replacements, and our director of remote supports works with agencies on billing and on keeping each home plan current as needs change.

A medical alert system waits for someone to press a button. Remote supports notices on its own: sensors pick up a door opening at night, a missed dose or a fall, and reach the right person even if no one asks for help. It also goes well beyond emergencies, with reminders, routines, smart home controls and two-way video calls built around the individual’s plan, and a care team that sees the whole picture.

Not at all. Remote supports is built to fit into someone’s life, not to make them learn a new system. The sensors work without anyone touching them, the tablet responds to voice, and when someone needs to check in, the call comes to the individual. Staff and family handle the technology side through the Care Console.

In many states, yes. Remote supports and assistive technology are covered services under a number of Medicaid Home and Community-Based Services (HCBS) waivers, including the Missouri and Ohio developmental disabilities waivers where Hearo is used today. What’s covered, how much and how it’s authorized varies by state and waiver, so our director of remote supports works with individuals, families and agencies through authorization and billing.

The individual’s plan decides who responds and how. When a sensor, watch or emergency button signals trouble, the alert goes straight to a trained remote support specialist, who can see what triggered it, call the individual’s tablet or watch, turn on the lights and unlock the door for responders. At the same time the call tree reaches on-call staff, family or 911 as the plan sets out, and everything is logged with times and outcomes.

No. Remote supports is assistance on demand, not surveillance. Most of a Hearo home runs on sensors that report simple events like a door opening, not video, and the remote support team steps in only when something in the individual’s plan calls for it. The individual and their team decide together what goes into that plan, and it changes as they do.