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.

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.

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.

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.

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.

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.

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.

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.

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.

Attending Choice of Provider Meetings and Individual Support Plan meetings. Partner with Hearo and individuals to create and implement goals. Monthly visits to the sites to complete connections with Individuals face to face, monitor equipment, and perform safety and quality documentation in our On Spring System.

Monitor developed goals monthly and communicate with the Support Team by sharing reports and summaries.

Providing CN/CS assists the individuals in being supported and receiving wrap-around services. Documentation and data will help justify to support teams the decrease in certain areas when evaluated and areas of opportunity to gain more independence. This can include, but is not limited to, relationships, money management, financial freedom, and health and wellness.

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.

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.

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.

St. Louis (Westport), Springfield, Joplin (Coming Soon), and St. Joseph (Coming Soon).

We provide additional in-person supports and emergency response as well.

State-wide supports. Open to assisting individuals with other providers (who do not have their own Remote Support program).

Easter Seals has been providing remote supports with Hearo since 2025. 

We provide a 24/7 service, implementing supports in the least restrictive way possible. Individuals have ultimate choice on how their services are provided to promote independence; in hopes of eventually fading the need for technology and/or remote supports.

All staff go through the same training as Direct Care Staff.

Additional trainings include:

1. 1. Tech-First Shift – Enabling Technology Specialist Certification
   2. RESNA – AT Professional Certifications

Depends on the region but can range from 1:6, 1:12, or 1:16 ratios.