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8/18/2025 9:27 AM
Hello. I just followed the "sign up" instructions to join this forum. While I have posted comments and replies to NaCCRA's public forums over the years, I'm experimenting here. It didn't immediately jump out at me how to begin a new thread (topic).
I'm wondering if the subject I'm interested in discussing, described below, is for this particular forum. If not, just let me know.
If your community doesn't have a cadre of resident techies to provide technical help and knowledge to their neighbors needing such, what DO you have? Has your management vetted and offered an outside vendor to provide individual service and be "on call"? For example, if someone thinks they've been hacked or they've just purchased a new smart phone they can't figure out what do they do? Using someone from the public library only helps with "mobile" devices, since those volunteers can't enter one's individual unit to look at a desktop,
I have a back story to explain why finding this sort of help has arisen here at our community (of approximately 230 independent living residents). Someone moved in about 2 years ago and became a "go-to" person when someone on his floor needed "computer help." He was happy to respond. He became alarmed at how "unprotected" some were -- with no subscriptions to "security services" like Norton, Malware, etc. He mentioned his concern to upper management during a meeting of a special resident committee that discusses the community's budgets (operational and capital), discussing quarterly financial updates. He wanted to know if management had a concern about someone getting scammed out of their savings, losing the ability to pay their CCRC monthly fees, thereby becoming reliant on financial "assistance" via the Resident Assistance Fund. Both he and I were shocked when the CFO's response said, "Wait a minute, financial assistance may not be a "given," since allowing oneself to be so vulnerable might be considered inadequate personal financial management and therefore wouldn't fit the 'through no fault of their own' criteria to receive financial assistance. Each person should ensure that they took steps for cyber security." We found out later that this Assistance Fund had been ignored by our previous owner (a hospital system with deep pockets) and was predicted to run dry in FY 2025.
This other resident and I were stunned. We also didn't appreciate being treated as if we fell off a turnip truck --- no way would a CCRC kick someone to the curb who was scammed out of their money. Doing that would make the 6:00 p.m. News and the bad PR and bad public image would be considerable. But this also told us that the immediate problem of resident education, guidance, and help is up to residents themselves to resolve. We need to find an outside expert service that we researched and vetted in order to propose "something" to the population here. I wish we had a group of technically-inclined fellow residents, but we don't. If we locate this sort of "outside expertise" to subscribe to, I can figure out a way to "tout" it. Before doing so, we would try once again to get executive management to "get behind" what we came up with and/or "get ahead" of this serious matter. Remaining "on our own," would continue to be our only option.
For that reason, I'd like to know from NaCCRA members about services that specialize in helping seniors with their electronic devices -- from cell phones to I-pads to laptops to desk tops to smart TVs and streaming. Just telling people to use Geek Squad wouldn't be the solution, since I've heard that those young Squadders don't relate all that well to seniors who are VERY technically challenged.
Thanks for reading. If I need to be pointed in another direction to learn of recommendations, just let me know.
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Carl Schone
8/18/2025 11:05 AM
Let’s move this discussion to the new thread I created for IT support
Operations Committee Chairman
Vinson Hall Retirement Association
McLean, VA 22101
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Nancy Eddy
8/19/2025 7:17 AM
New!
I ‘m appalled at the response from the management at Jennifer’s CCRC and hope there is a reconsideration of their proposal. I live at Applewood (112 independent apartments). Like many CCRCs we have several residents who are happy to help with personal computers and cell phones, but no formal group.
It was clear that volunteers could not handle some of the requests. We convinced the administration to hire a part time technician. Since we are one of three facilities of the nonprofit Loomis Communities, this quickly became a shared position and has been very successful.
The technician is on our campus two days a week and responds to the apartment. Officially if the visit takes 15 or 20 minutes, there is no charge. If it’s a larger problem the resident may be charged - or advised to get help “outside.” The technician provides a community wide tech session once every other month or so on common problems.
This has worked very well.
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Richmond Shreve
NaCCRA Board Member
Forum Moderator