Program Support Assistant Jobs in West Springfield, MA

Location: Greater Hartford, CT (THIS IS AN ONSITE POSITION)

Organization: Harc, Inc.

Work Schedule:

Training schedule (2 weeks) M-F, 8a-4a

Regular schedule after training is completed: 3 days a week, 12 hour shifts 7a-7p or 7p-7a

FLSA Status: Hourly Non-exempt Reports to: Senior Director, Remote Supports or his/her designee

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.

Provide remote support and guidance, using the Harc Remote Support and iLink technology, to individuals with intellectual and developmental disabilities, behavioral health needs, and older adults—ensuring meaningful connection and access to care. This is an in-person role. The Connection and Support Specialist is responsible for remotely monitoring from Harc's Hartford, CT call center, the safety, wellbeing, and independence of individuals served in remotely supported homes and programs. Using camera and sensor technology, the Connection and Support Specialist supports daily routines, identifies concerns, and coordinates staff response when needed. This role requires attentiveness, strong judgment, and a commitment to person-centered practices.

• System Monitoring & Alarm Response: Initiate and maintain active connections to all monitored sites at the start of each shift. Conduct hourly (or as-needed) checks on camera and sensor functionality, responding promptly and appropriately to any alarms or alerts.
• Staffing Oversight & Deployment: Monitor staff presence and ensure compliance with minimum staffing ratios. Notify supervisors of shortages and deploy staff as necessary to meet scheduled or emergency needs, including health, safety, behavior support, and teaching interactions.
• Emergency Response: Evaluate alarm-related activity and contact on-site staff or emergency services (e.g., 911) when immediate danger is detected.
• Documentation: Accurately log shift activities, system checks, staff actions, and individual's concerns in accordance with documentation standards.
• Technical Troubleshooting: Address connectivity or software issues using reconnection protocols. Notify on-site staff if a location becomes unmonitored and escalate unresolved issues to the Senior Director and/or Director of Remote Supports.
• Technology Management & Footage Review: Support technology updates and configuration. Review video footage for incidents (e.g., ANE) or training. Notify leadership if footage must be saved.
• Team Collaboration & Problem Solving: Collaborate with on-site teams to address consumer needs and maintain accurate records of issues and resolutions throughout the shift.
• Consumer Safety & Rights: Promote the safety, comfort, and rights of individuals served by responding to staff/consumer requests, using sound judgment during emergencies, and implementing security protocols.
• Skill-Building & Independence: Remotely support daily living skills, hygiene, and independence through informal teaching and prompting. Deploy staff as needed.
• Behavioral Support: Assist in reducing maladaptive behaviors by promoting appropriate replacements and healthy behavioral practices.
• Health & Medication Support: Provide or coordinate remote health support and emergency medical assistance. If certified, observe and document medication administration per policy.
• Workstation Maintenance: Keep work area clean and organized during and after each shift.
• Additional Duties: Perform other responsibilities as assigned based on operational needs.

• Attention to detail and ability to stay alert and engaged for extended periods
• Calm, solution-oriented approach to problem-solving and crisis response
• Ability to remain calm in stressful situations
• Ability to work well under pressure and make sound decisions in potential emergency situations
• Technological proficiency and troubleshooting ability
• Strong communication skills verbally, written, and video-based
• Ability to recognize and act on natural teaching opportunities
• Judgment, discretion, and professionalism when handling sensitive situations
• Team-oriented mindset with strong collaboration and follow-through

• High school diploma/GED required. Bachelor's degree in a human services, technology, or business field preferred.
• One - two years of prior experience working with people who have Intellectual/Developmental Disabilities, Traumatic Brain Injuries, Physical Disabilities, Frail and Elderly or similar preferred.
• The ability to communicate through verbal, video and written mediums.
• Strong computer skills, specifically with Microsoft applications such as Outlook, OneDrive, Sharepoint, Word, and Excel, and the ability to quickly learn new systems for remote monitoring and documentation; knowledge of computers and excellent troubleshooting skills involving software.
• 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 and effectively.
• The ability to stay awake, alert and make sound judgments to ensure the safety of remotely monitored populations.
• Ability to sit at a computer for long periods of time, monitoring screens.

• Competitive wage based on experience
• Comprehensive benefits including health, dental, and vision insurance
• 401(k) plan with a defined contribution by Harc
• Generous paid time off
• Professional development opportunities

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.