The Covington, a highly sought-after, upscale Senior Living community in Aliso Viejo, holds imagination and innovation among its core values. The dedicated team there, continuously seeks ways to expand access to services and support for its 200-plus residents.
Cash Benton, Executive Director at The Covington, recognized a growing need. “We had an overwhelming demand for tech support,” he says. “Residents have various devices – handheld or laptop, desktop or iPads, but there wasn’t a consistent outside service available to assist them.” If residents encountered challenges with their computers or other devices, they had to either arrange tech support on their own or request internal help, which was limited in availability. That’s when a partnership with The Smarter Service became an ideal solution.
The Smarter Service (thesmarterservice.com) provides residents of The Covington with in-home tech support and a convenient walk-up help desk for all their technology needs. “It’s a pilot program that started in August,” Cash says. “We wanted to see what the demand would be like and how residents would welcome this new service, and we could not have been happier with the outcome and the service.”
The Smarter Service supports residents at every skill and confidence level. “Many of the residents here are extremely tech-savvy,” Cash says. “but, even with their vast array of knowledge, a little extra support goes a long way.”
Residents can schedule in-home visits for personalized help with their devices. Additionally, a Techbar technician is available every Saturday morning in The Covington lobby for walk-up assistance, allowing residents to drop by with tech questions and receive immediate support.
In-home sessions cover a wide range of tech needs – from syncing and setting up devices to file management, app downloads, password resets and more. “Without in-home help, many would either work around the problem, or go without” Cash explains.
The Covington’s goal when introducing the service was to increase resident awareness of the impact technology can have on our lives, broadening our access to information, and fostering a sense of connection through online access and expertise.
With The Smarter Service program, residents can rely on trusted, regular tech assistance. Cash notes that “in the comfort of their own homes, residents feel more at ease to ask questions, open up about their tech challenges, and actively engage in learning and discovery.”
This has been the experience of Ellie, who has called The Covington home for three years. “We had new WiFi installed,” she says, and her devices weren’t working. “I’m not great with computers, but I’ve got to have it.” Her cellphone and landline were also not working well.
Ellie scheduled time for a tech concierge to come to her home. “I had a list of things I needed help with,” she says. “There was an awful lot on it.” She explains that he looked at the list of items, and “the next time he came back, he had answers to all my questions.”
Ellie says that the Smarter Service tech concierge “is very good and patient. He’s very understanding. He’s trying to make you self-sufficient.” She says that he doesn’t just want to fix a problem. “He wants me to know what he is doing, so I understand what he has done.”
“Prior to this service, I would rely on my kids or my granddaughter to help me. But they would just fix the problem.” Ellie notes that The Smarter Service “shows me what’s done, then asks me to do it, so I learn.”
Ellie says that she uses technology regularly. “We all live life online now. Not a day goes by that I don’t use a computer, so not having access is a problem.” To get the most from these in-home visits, Ellie recommends understanding precisely what you need. “When you’re having a professional come into your home, you want to be prepared to get the most from the time you have with them.” She says that having access to tech support and having someone who is dedicated to helping her has been a big relief. “It takes away my fear and shows me we can all learn more about technology,” she says.
Alice, a resident of The Covington for about a year, also values the service. “I needed help setting up my new printer and computer, and getting them connected,” she says. She scheduled a few in-home sessions with The Smarter Service, finding it very convenient, and now her devices are working well together. Alice also has dropped by the Techbar to receive help synching her iPhone, iPad and Apple watch. With so many devices, she finds having access to on-site support invaluable.
Another resident benefitting from the service is Joanne, who has been at The Covington for over three years. Once the service was available, “I used it right away,” she says. “My computer was losing power. Jay looked at it and identified the problem.” Once she understood the issue was her failing device, “Jay helped me with buying a new computer. I had a lot of questions, and he came back with answers for me,” she says. She takes comfort in the continuity of service and Jay’s commitment, describing him as honest, caring and dedicated to his job.
Joanne has also visited the Saturday Techbar, to get help with her iPad. “If I needed help before, I would be up a creek without a paddle,” describing the access to the tech support as “a godsend.” She values the way they guide her through the learning process. “I’m sure there will be things I’ll be able to handle on my own in the future,” she says.
Drawing on data from resident requests, The Smarter Service is developing enrichment classes to launch in the new year. Some sessions will address essential topics like online safety and fraud awareness, while others will cover specific needs, such as operating system updates.
“So far we have more than 100 reviews rating the service at 4.9 out of 5,” Cash says. “It’s an exciting endeavor. We are the first community in California to pilot this initiative with The Smarter Service.” Clearly, the residents of The Covington are grateful for this convenient and trusted support.
