Supporting Resident Technology and Digital Connection

Residents increasingly expect to video call grandchildren, stream services, and message family from their apartments. Supporting resident technology helps people stay connected, which matters for well-being and for how families view your community. However, it also raises questions about support, privacy, and safety that operators need to answer.

What residents actually use

Resident needs vary widely. Some arrive with a smartphone, laptop, and smart TV. Others have never used a tablet and want one simple way to see family.

• Personal devices such as phones, tablets, laptops, and e-readers.
• Streaming devices and smart TVs in apartments.
• Voice assistants for music, reminders, and hands-free calling.
• Community-owned tablets that staff lend out for video visits.
• Engagement systems used in activity programs, such as large touchscreens or group video displays.

Because of that range, a single approach rarely works. Instead, plan different levels of support for residents who bring their own devices and for those who need help from staff.

Define who supports what

Confusion starts when a resident asks a caregiver to fix a printer. The caregiver wants to help, but that time comes from care. So set clear boundaries early.

Many communities assign resident technology questions to the life enrichment or activities team. Those staff can handle basic setup, video call scheduling, and simple troubleshooting. Then more complex problems go to family members or a paid support resource.

Also, decide what your IT partner covers. Usually, that includes the network and community-owned devices, not personal laptops. Write this down and share it with families at move-in.

For residents who want more help, some communities host regular tech help hours. A volunteer, a staff member, or a local student group can answer questions in a common area.

Shared tablets and video visits

Community-owned tablets let residents without devices see family. They also help in memory care, where staff often guide the call. To keep these devices useful and safe, manage them centrally.

For example, a device management tool can lock each tablet to approved apps, push updates, and wipe it remotely if it goes missing. In addition, sign each tablet out of personal accounts after every visit, so the next resident does not see someone else’s contacts or photos.

Finally, clean devices between residents. Use wipes that the manufacturer approves, because harsh chemicals can damage screens.

It also helps to keep a simple calendar for tablet visits. Families appreciate knowing when they can call, and staff can plan around meals and care routines. Over time, the calendar shows which tablets see heavy use and which ones sit idle.

A resident technology checklist

1. Write a simple policy that explains what staff will and will not help with.
2. Give activities staff basic training on common devices and video apps.
3. Manage community tablets centrally, with approved apps and remote wipe.
4. Sign out of personal accounts and clean each shared device after use.
5. Keep resident devices on a separate network from staff and clinical systems.
6. Offer families a short guide for setting up devices before move-in.
7. Teach residents how to spot scam calls, texts, and pop-ups.

Privacy and dignity

Voice assistants and cameras in apartments can record conversations. Residents have a right to decide how they use their own devices. Still, the community should avoid placing listening devices in resident rooms without clear consent.

In memory care, involve family or legal representatives in these decisions. Also, avoid capturing other residents during video calls in common areas. A quiet, private corner for video visits solves many of these concerns.

Some families also ask to install cameras in a loved one’s room. Rules for this vary by state, so check the requirements and write a clear policy before a request arrives.

Protect residents from scams

Older adults are frequent targets of phone, text, and email scams. Common examples include fake tech support pop-ups, grandchild emergency calls, and requests for gift cards. Because residents trust staff, your team can make a real difference.

First, host short sessions that show residents what scams look like. Next, encourage them to ask staff or family before they pay anyone they do not know. Then report patterns to families when you notice them, with the resident’s permission.

How WEBIT helps

WEBIT manages the network and community-owned devices that make resident technology work reliably. We keep resident traffic separate from clinical systems, manage shared tablets centrally, and support your staff through unlimited help desk access. Explore our managed IT services for more detail.

A named Client Success Manager helps you plan new resident programs and review how current devices perform. Learn more about our work with senior living communities.

Key takeaways

• Resident needs range widely, so offer different levels of support.
• Set clear boundaries on who helps residents with technology, and share them at move-in.
• Manage shared tablets centrally, sign out after use, and clean between residents.
• Respect privacy and teach residents how to recognize common scams.