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Remote Support Services

11 minutes ago
6 min read

By Rosita Njeumi



Introduction 


Remote support services are services that support those with intellectual and developmental disabilities (IDD) using technology from a location outside of the person's home. These services are utilized by professionals to provide live assistance from a remote location.This technology can also be used by those in customer service, IT, or others who require remote care like the elderly. The use of support services enables the users to independently live and not have constant care teams in their homes [7]. 



Who Covers Remote Services


The usage and coverage of remote services varies from state to state. Remote services are not to be confused with telehealth, which is a delivery method, not a distinct health service [3]. Those with IDD can be covered under a number of departments depending on classification. The department of human services can be broken down into specific departments such as a department of mental health and a department of aging, as well as a department of developmental disabilities [8]. Due to this, states can offer a variety of unlimited services under a Home & Community-Based Services (HCBS) Waiver program [4]. As long as states are able to prove they meet the standards of the program, they will be covered. The states are at liberty to decide which methods to implement and which areas are of dire need of assistance. This can be home health, medical, nonmedical, and health aides, to name a few. Remote support services fall under this vast umbrella, resulting in a variety of implementation methods. 



Delivery Methods 


Remote support is utilized for those who may not need at-home staff but some surveillance to ensure their health and safety. This helps Direct Support Professional (DSP) providers facing the nationwide shortage of qualified staff. DSP training and certifications are dependent on position, provider, and location. Some employers, agencies, and organizations provide their own training, programs, and required certifications [5]. Remote services make it easier for those with limited DSPs to monitor those with IDD. Monitoring has to be in a facility that has appropriate, stable, and redundant connections. This should include, but is not limited to, backup generators, multiple internet service connections, and battery backups to ensure safety and HIPAA compliance [2].


Widely used methods include the deployment of sensors, cameras, and detectors for monitoring people's health and safety and the use of online devices to enable live communication with support professionals [7,8]. These reduce the need for staff to be physically present and increase access to support through live communication. Devices like smartwatches and smartphones can track location and have alerts for routine-related tasks. The staff can monitor individuals and ensure they partake in a routine that suits their needs, like taking medications at a certain time. Support workers assisting from a distance may allow those with IDD to rely on their own problem-solving skills to complete tasks without the hand-holding that can happen when someone is directly in front of them. This can contribute to those with IDD having more privacy and independence. 


Another method is the use of assistive technology that can support a person who wants to be more independent with devices like stoves that turn off when they are not in use or alarms for reminders to take medication [6]. This technology gives them the tools to keep on track. This two-way communication system allows them to call on support if warranted with any emotional needs, inquiries, and daily issues. Some individuals with developmental disabilities (DD) are fully autonomous due to the implementation of support services. 



Future Implementation 


One of the newer ways to add to remote support services is the use of artificial intelligence (AI).  AI could be useful for the development of systems that adjust to the user's individual abilities and needs, facilitating real-time personalization [1]. Based on changes in behaviors and other feedback, the AI could better aid in current tasks the user is facing.  AI can be implemented with virtual assistants; these assistants could monitor, alert for health reminders, and help navigate routines. This usage would lessen the workload of caregivers and promote independence. AI could also be used for health monitoring devices powered by artificial intelligence, enabling early detection of changes in physical and cognitive states, allowing for quick and personalized interventions that improve quality of life [1]. 


Another potential method is the use of virtual and augmented reality. These are a safe, controlled environment to facilitate learning for life skills. Learning this way can be more calming, effective, and flexible. Instead of immediately practicing independence by doing so, those who choose this route can learn without any real-life consequences. These technologies help those with IDD adjust and practice in social settings, different situations, and environments. Specifically, these technologies have been shown to be effective in reducing anxiety and increasing confidence in new situations, as they allow the difficulty level to be adjusted according to the user's abilities [1]. 


For the future implementation of remote support services, technologies need to be more researched to ensure they can be integrated into daily life whilst promoting skills gained through autonomy, like self-regulation and self-determination [1].



Limitations 


Though DD can affect anyone, a lot of studies neglect to capture all ages. This is important because at different stages of life cognitive and physical disabilities can change or pose a new set of challenges. Despite advanced technology, most interfaces were not made with those with DD in mind. Some are complex interfaces/lack user friendliness and will confuse or frustrate instead of build independence. Some users may be uncomfortable wearing different devices due to sensitivity or constant usage.  


Although those with IDD qualify for medical coverage, not all the technologies that may be needed will be covered. Those who do not have the financial means to assist their family or friends are at a disadvantage. Some might not even be educated to know what resources are available and how to utilize them. Though there are a plethora of emerging technologies, if someone does not teach users how to execute their functions properly, it has no use for those with IDD or their careers. There needs to be digital skills training and/or programmes to improve the use of these technologies so that remote support services are effective. This is especially important because individuals with IDD can be vulnerable in online environments if they do not receive proper instruction on how technology works. There are dangers in the online environment, so they need to be taught how to look out for scammers or frauds; otherwise, they run the risk of being potentially exposed to inappropriate content [1]. Adversely, this would in turn require someone to help them navigate technology every day instead of truly being independent. 



Conclusion


Remote support services can only be as good as the support given. It is important that these devices are easy to use and simplistic in design, and keep in mind those with DD. These emerging technologies need to be able to adjust or, at the very least, be designed to match users’ varying cognitive competencies.  Despite challenges like barriers for accessibility with these support services have the potential to empower and better the lives of those facing DD. 




References 


[1] Álvarez-Aguado, Izaskun & Vega, Vanessa & Muñoz La Rivera, Felipe & González - Carrasco, Félix & Roselló-Peñaloza, Miguel & Parra, Felipe & Spencer, Herbert & Campaña, Karla & Álvarez, Leyre. (2025). Exploring technology use among older adults with intellectual disabilities: barriers, opportunities, and the role of advanced technologies. Disability and Rehabilitation: Assistive Technology. 20. 10.1080/17483107.2025.2498566. 


[2] CAIRSS. (2019). Core Remote Supports Service Definition. CAIRSS - Coalition for the Advancement and Integration of Remote Supports Services. https://www.cairss.org/positions/project-four-2jzmp 


[3] Centers for Medicare & Medicaid Services. (2024). State Medicaid & CHIP Telehealth Toolkit. Medicare.Gov. https://www.medicaid.gov/medicaid/benefits/downloads/telehealth-toolkt.pdf 



[5] Office of Disability Employment Policy. (n.d.). Direct Support Professionals (DSPs) | U.S. Department of Labor. Www.Dol.Gov. https://www.dol.gov/agencies/odep/program-areas/individuals/DSP 



[7] Tassé, Marc & Wagner, Jordan & Kim, Minje. (2020). Using technology and remote support services to promote independent living of adults with intellectual disability and related developmental disabilities. Journal of Applied Research in Intellectual Disabilities. 33. 640-647. 10.1111/jar.12709. 


[8] Wagner, J. B., Tassé, M. J., & Ornan, G. (2022). Implementation of remote support services: Pre-COVID-19. Journal of Policy and Practice in Intellectual Disabilities, 19(4), 340–349. https://doi.org/10.1111/jppi.12420 



 
 
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