Honoring Excellence in Technology
McKnight’s Tech Awards + Summit 2025
Resident Engagement and Recreation
Tech@Home
Parasol Alliance’s Resident Technology Support Program
At ClarkLindsey, the Parasol Alliance Tech@Home program has become more than just technical support. It’s a lifeline to confidence, independence, and connection. As one resident shared, “ Each time he comes it's memorable, believe me. Because it's such a lack in your life when you can't use something because it's not familiar to you.”
Another reflected, “I've had a computer since roughly 1986, but they keep changing things and keep making it scary. We are smart, we have brains, but we don't have the background in whatever it is.”
For residents who have seen decades of change in technology, this personalized, respectful, and empowering support restores agency and joy in everyday life.
Tech@Home isn’t just about solving problems, it’s about restoring access to the world, one conversation at a time.
“Michael Lynn outdid himself today, and solved 3 problems in record time——with helpful insight, careful explanation, gracious manner. Thanks!!!”
1. Describe the history of this project. Be sure to note specific technology(ies) applied or used.
The Tech@Home program was launched in response to a growing challenge in senior living communities: rising resident social isolation and a widespread lack of digital confidence. As technology adoption accelerated in everyday life, many older adults were left behind. Residents were eager to connect with their families, access services, and participate more fully in community life, but they lacked the guidance and hands-on support to do so comfortably and safely.
At the same time, senior living staff were increasingly being pulled away from their primary responsibilities to troubleshoot resident tech issues. Whether it was connecting a printer, logging into Zoom, or fixing a Wi-Fi problem, frontline staff were often acting as impromptu tech support without the training, time, or tools to do so effectively.
To address both sides, Parasol Alliance developed the Tech@Home program. This service offers dedicated, on-site, resident-facing technology support, including:
1. Move-in Setup for Personal Devices
When new residents join a community, one of the first steps to feeling at home is getting their personal technology up and running. This service is not only technical but personal since it's our first opportunity to begin building trust with each resident and ensure their digital tools are fully functional from day one.
2. One-on-One Coaching
Every resident has unique comfort levels and goals when it comes to using technology. These sessions are relationship-driven and often lead to increased resident confidence and repeat engagement. Technicians tailor their approach based on the resident’s pace and preferred learning style.
3. Bi-Monthly Tech Classes
Classes are interactive, often include printed guides, and provide an opportunity for residents to ask questions in a collaborative setting. They also foster community interaction among peers with similar learning goals.
4. Drop-In Hours
Drop-in sessions are intentionally relaxed, with coffee or tea available to encourage conversation. They offer an easy, no-pressure way for residents to stay connected with the tech support team.
5. Resident Engagement Platforms
By improving comfort with these systems, we increase participation in community life and ensure that tech investments deliver real value.
“Mike Lynn is highly skilled, reliable, and kind. I can count on him to do any work needed on printer and desktop computer, and to troubleshoot to discover a problem that needs work.”
2. Tell how the project has contributed to the success of the organization within this specific category. Please share as much specific data and metrics as possible that show impact and effects. THIS IS VERY IMPORTANT.
Core Benefits:
Reduces Staff Burnout: Depending on which staff member provides Resident Tech support, ClarkLindsey has estimated that 10 to 30 hours can be saved each week per staff member.
Reduces Resident Isolation: By enabling better digital communication with family/friends.
Enhances Resident Confidence: Through education and hands-on training.
Promotes Cybersecurity Awareness: Educating residents on how to avoid scams and digital
Program Utilization and Growth
Ticket Volume is Increasing
2023: 613 tickets resolved
2024: 741 tickets resolved
21% year-over-year increase in tickets resolved, shows rising demand and continued value to residents.
Monthly Appointment Demand is Accelerating
49% more appointments last month compared to the same month last year.
61% more appointment hours suggests not only more appointments, but longer or more complex sessions. This indicates growing engagement, deeper tech support needs, or more residents taking advantage of the service.
Monthly Ticket Growth
29% more tickets last month vs same month last year.
Reinforces the trend of expanding use and trust in the Tech@Home service.
Overview
Tech@Home demand is rising quickly: residents are increasingly comfortable seeking help, and staff are promoting the program.
The program provides measurable time savings to community staff, validating its operational ROI and impact on burnout reduction.
Longer support sessions indicate:
Higher complexity of resident needs
More personalized engagement
A deeper reliance on technology in residents' daily lives
The year-over-year appointment and ticket growth shows Tech@Home is becoming a core, trusted service in resident life, not just a nice-to-have.
“Michael uses his skills to solve all my computer problems. Always with good humor, patience, and real understanding. I am so grateful for his help.”
3. Describe any obstacles the team had to overcome in relation to this project.
One of the most significant obstacles the Tech@Home team faced was not technological: it was emotional and psychological. Many residents at ClarkLindsey expressed hesitation or even fear around using modern devices, shaped by years of feeling left behind by rapidly evolving technology. As one resident candidly shared, “ A lot of it has to do with confidence. Some of us are not really good with computers when Michael comes in and helps, it just gives you confidence to go on and usually fixes everything before it breaks down again.”
Another challenge was bridging the generational communication gap that often exists when teaching technology. Residents described previous experiences where “ people either want to explain forever, and you just want them to tell you which button to push so you can get on with the project or they want to start on step five because they just assume everybody knows how to do that.” This left them feeling more confused and disempowered. The team had to break through this history of ineffective support and offer something entirely different: patient, personalized, and affirming guidance.
Tech@Home addressed this head-on by assigning skilled technicians who approach each resident with empathy, clarity, and respect. They consistently ask for permission before taking action and customizes support based on individual preferences. For some residents, that means fixing the issue quickly so they can move on with their day. For others, it means demonstrating the process slowly, then coaching them through it so they can develop “muscle memory as well as brain memory.”
There was also the challenge of restoring trust in technology itself. Some residents had used computers since the 1980s, but the pace of change left them feeling disoriented. “They keep changing things and keep making it scary,” one person said. Re-establishing a sense of stability and reliability in their devices was critical. By offering consistent, one-on-one support that made technology feel less mysterious and more manageable, the Tech@Home team helped rebuild residents’ confidence and fostered a sense of empowerment.
Overcoming these emotional and cognitive hurdles was as essential to the project’s success as fixing any device or updating any software. The real transformation came not just from solving problems, but from helping residents believe they could engage with technology again (or in some cases, for the first time) with dignity, support, and happiness.
4. Is there anything else you would like the judges to know?
Tech@Home is more than a support program: it’s a movement to reframe how older adults experience technology. To extend its reach, we created a dedicated miniseries as part of our Raising Tech podcast. Each month, our Tech@Home team releases a new tutorial video available to the public on our website. Topics range from email management and iPhone basics to battery care, cybersecurity, and using ride share apps.
What sets Tech@Home apart is its dual impact. For residents, it fosters confidence, independence, and connection. For staff, it relieves the ongoing pressure of providing informal tech help, allowing them to focus on what they do best: caregiving.
Tech@Home makes residents feel at home with technology.
If you need more information, please reach out to Amanda Knapp at Parasol Alliance.
“Great support—friendly, prompt, courteous, knowledgeable and deals well with novice internet folks. The Best!!!”