Meet Our Call Center Partners
Hearo works with exceptional call center partners across Missouri to deliver remote support services that promote independence and safety. Below, you’ll find a quick snapshot of each provider followed by detailed descriptions. Department of Mental Health requires 2 emergency back-ups (friend, neighbor, staff, family, etc.), in addition to the remote monitoring provider, to be within 20 minutes of the individual.
🏢 The Arc of the Ozarks
🔍 Summary
| Category | Details |
|---|---|
| Location | 1820 N. Barnes Ave. Springfield, MO 65803 |
| Coverage Area | Statewide – services available to individuals both within and outside of the Arc of the Ozarks organization within the state of Missouri. |
| Support Types | Remote Supports via Hearo; On-site support possible if needed and within 20 minutes of the call center. Off-site support is available to all individuals in Missouri. |
| Monitoring Hours | Either 8:00 p.m.-7:00 a.m. or 11:00 p.m.-7:00 a.m. 7 days a week. |
| Training & Credentials | Remote Support staff are certified in First Aid/CPR, Med Admin, MANDT, PBIS, Abuse/Neglect Reporting, Class E Driver's License. |
| Staffing Ratio | Typically does a 1:10 to ensure coverage with minimum of 3 staff per shift. |
📘 Full Details
Where is your call center located?
The Arc of the Ozarks call center is located at 1820 N. Barnes Ave. Springfield, MO 65803. Staff work from this location every night and are expected to respond from this location, if the individual's residence is within 20 minutes of the call center.
Do you provide on-site and/or off-site support?
Remote Support Professionals at The Arc of the Ozarks have the same training/credentialing as ISL direct support professionals. This means they can transport clients if appropriate and necessary, they can administer medication, and respond appropriately to emergency situations. If requested or a situation deems appropriate, Remote Support Professionals may respond to an individual’s home for support as long as they are within 20 minutes from the call center.
A majority of the support provided is offsite/remotely through Hearo technology that is installed in the individuals’ homes from the call center location listed above. Remote Support Professionals are able to communicate with the individuals through the Hearo platform.
Do you only support individuals in your agency?
While we do support individuals who receive other services from The Arc of the Ozarks, we do not limit ourselves to that clientele. We accept any individuals who qualify for the service, and are appropriate for the service. This can include individuals in ISLs, natural home settings, etc.
We do provide services to individuals outside of Greene County. We currently serve individual's in Mountain Grove (Wright), Nixa (Christian), Seymour (Webster), Marshfield (Webster), etc. We are also currently working with various other counties/Targeted Case Management agencies to expand.
Arc of the Ozarks has been providing remote supports with Hearo since 2019.
How does your service support independence?
Remote Supports is designed to enable individuals to receive assistance without the need of onsite staff, promoting greater independence, while maintaining safety and security, with the utilization of assistive technology. While Remote Supports’ main goal is to maintain independence, safety, and security, there are many devices that can be used for skill building to enhance an individual’s ability to live independently.
Arc of the Ozarks gives families and individuals the choice of monitoring between the hours of either 8:00 p.m.-7:00 a.m. or 11:00 p.m.-7:00 a.m. 7 days a week. Time frame depends on the amount of support each individual needs.
What type of training does your staff have?
Staff are credentialed the same as Direct Support Professionals who work in ISLs. They are certified in First Aid/CPR, Level I Medication Administration (with appropriate nursing delegations if appropriate), The MANDT System, Positive Behavior Intervention Supports, Abuse and Neglect awareness and reporting training, general health and safety, Class E Driver’s License, etc.
What is your staffing ratio?
One staff to 16 individuals in the ratio approved by the State of Missouri, however we overstaff with a minimum of three staff per shift, averaging to be about a 1:10 staff to client ratio. This allows a security plan in the case a staff were to respond to a client’s home during shift.
Additional Note:
Remote Supports/ AT is not surveillance of an individual in their home. It may only be used with full consent of the individual and their guardian (if applicable) to protect the individual’s rights.
🏢 Missouri MENTOR / Sevita
🔍 Summary
| Category | Details |
|---|---|
| Location | 11872 Westline Industrial Dr. Suite 180, St. Louis, MO (Kansas City call center planned for 2025) |
| Coverage Area | Statewide – services available to individuals both within and outside of the Missouri Mentor organization within the state of Missouri. |
| Support Types | Remote Support via HEARO, Community Networking, and Community Specialist. |
| Monitoring Hours | 24/7; 7 days a week. Team is able to determine specific timeframes and days the individual is needing support. |
| Training & Credentials | ETIS, ETL, DSP with job shadowing and Relias; all trained on ISP and BIP plans, plus tech education for individuals and families. |
| Staffing Ratio | 1:14 maximum. Leadership team provides additional coverage, with other centers available during crises. |
| Important Notes | Heavy emphasis on educating individuals and teams. Includes face-to-face connections, monthly visits, and wrap-around supports. |
📘 Full Details
Where is your call center located?
11872 Westline Industrial Dr. Suite 180 St. Louis, MO Suite. Missouri MENTOR is expanding and working towards have a call center in Kansas City in 2025.
Do you provide on-site and/or off-site support?
In the Eastern Region/STL, we can provide Community Networking and Community Specialist Services.With Community Networking and a Community Specialist, the individual and the team develop a fluid schedule based on the individual's needs and goals for independence. This can be done at the individual's residence or in their community of choice.
Do you only support individuals in your agency?
We currently provide Remote Support across Missouri and individuals within our agency and outside our organization. We are a vendor for remote support services that can be utilized as a separate service line. We started in 2022 and have developed more policies and procedures to safeguard and measure the service line in 2024. We offer services to other residential providers, but it is limited, and we would need a true partnership, as communication is the key to successfully navigating the shared responsibilities of an individual. Many of the individuals we support live independently or with minimal support.How does your service provide confidence and independence?
Attending Choice of Provider Meetings and Individual Support Plan meetings. Partner with Hearo and individuals to create and implement goals.Monitor developed goals monthly and communicate with the Support Team by sharing reports and summaries.
Educate. It is essential to educate not only the individual, but also their families and support teams on technology, as it is ever-evolving. We encourage individuals use their voices to share their desired outcomes.
What type of training does your staff have?
Our intake team is certified through TechFirstShift as ETIS. They complete the initial assessment of Assisted Technology and Remote Supports along with other assessments and referral information. They are accredited as ETIS or Enabling Technology Integration Specialists. We have a member of the intake team meet with families and individuals during the assessment process. We are a Tech First Provider in a Tech First State.Our Remote Supports leadership team are certified through Enabling Technology Leaders (ETL). A more in-depth assessment can then be completed. We participate in UDAT meetings by DMH and will be involved in a new committee regarding AT/RS through Starling. This is our Area Director and Regional Director for the Eastern Region.
Our Remote Support Direct Support Professionals are trained as DSPs and receive additional Training for Remote Support with job shadowing and Relias courses. We cross-train our RS employees to provide Community Networking support to help build a rapport with the individuals and know them personally. All are trained on their Individual Support Plans and, if necessary, Behavior Support Plans. We also offer social opportunities for individuals to gather with one another and network together.
What is your staffing ratio?
1:14 at maximum. All of our leaders are trained to ensure additional support is available if we need to monitor. This includes the Program Director, Area Director, and Regional Director. Additional Call Centers throughout the state will also be able to help during crises if necessary.___________________________________________________________________________________________________________________________________
🏢 Life Unlimited
Kansas City: https://www.lifeunlimitedinc.org/
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🏢 Easterseals Midwest
| Category | Details |
|---|---|
| Location | St. Louis (Westport), Springfield, Joplin (Coming Soon), and St. Joseph (Coming Soon) |
| Coverage Area | Statewide – services available to individuals both within and outside of the Easter Seals organization within the state of Missouri. |
| Support Types | Remote Support via HEARO, Community Networking, Independent Skill Development, Personal Assistance, and Community Specialist. |
| Monitoring Hours | 24/7; 7 days a week. Team is able to determine specific timeframes and days the individual is needing support. |
| Training & Credentials | Same training as DSPs, Tech First, an RESNA |
| Staffing Ratio | Depends on the region but can range from 1:6, 1:12, or 1:16 ratios. |
📘 Full Details
Where are your call centers located?
St. Louis (Westport), Springfield, Joplin (Coming Soon), and St. Joseph (Coming Soon).Do you provide on-site and/or off-site support?
Easter Seals has been providing remote supports with Hearo since 2025.
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- Tech-First Shift – Enabling Technology Specialist Certification
- RESNA – AT Professional Certifications
What is your staffing ratio?
Depends on the region but can range from 1:6, 1:12, or 1:16 ratios.