Tag: Technology

Roland Park Place is a Life Plan Community located in the historic Roland Park neighborhood of Baltimore, Maryland. It’s the only not-for-profit CCRC in the city and one of the most innovative communities in the nation. It was also recently named the sixth best CCRC in the nation by Newsweek.

Recently on our weekly Roundtable we were joined by Roland Park Place VP of Operations Kiril Apostolov. Kiril gave us a closer look at Roland Park Place’s use of technology and the innovative spirit that makes his community great.

Here are some highlights from that conversation. 

ENHANCING RESIDENT ENGAGEMENT THROUGH TECHNOLOGY

Kiril shared some impressive ways technology supports the mission at Roland Park Place. A visitor management system, powered by QR codes, makes check-ins seamless for family and friends while also providing a unique “love meter” feature. This tool helps staff track resident engagement, allowing them to identify who might need extra attention. 

They’ve also introduced robots to assist in dining operations. But these aren’t intended to replace staff—they’re there to handle routine tasks so associates can focus on building personal relationships with residents, which Kiril emphasized is the heart of what they do.

STREAMLINED SYSTEMS FOR BETTER LIVING WITH ICON

To make things easier for everyone, Roland Park Place has integrated its work order system and dining reservations into one resident engagement application called ICON. Residents no longer have to juggle multiple systems; everything they need is in one place. This streamlined approach even extends to user-friendly features like large, clear navigation boxes that eliminate the frustration of endless scrolling.

PRIORITIZING SAFETY WITH INNOVATIVE SOLUTIONS

Safety is important at Roland Park Place. Supported by tech innovations like a Wi-Fi-enabled appliance system that shuts off appliances if no motion is detected in the kitchen, a cloud-based emergency communication system (AlertMedia) that allows residents to receive information in their preferred format via landline, text, or email, and wireless pull cords. Preventing hazards and allowing residents to age in place is a top priority. 

INCREASING ENGAGEMENT THROUGH REAL-TIME UPDATES

ICON has revolutionized how residents stay connected. Instead of relying on bulletin boards, paper calendars and flyers, residents receive real-time updates and reminders directly to their devices. Whether signing up for a trip or joining a digital social group, the app provides timely notifications, boosting participation in activities and community events.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

Katie Griffith and Bright Solutions work hard to empower senior living communities to unlock the full potential of their technology. Katie was also a recent guest on Varsity’s weekly Roundtable, where she shared some ideas for holiday tech gifts for residents and their loved ones.

Here are some highlights from that conversation. 

GIFT GUIDES CAN SHOW OFF A COMMUNITY’S COMMITMENT TO TECH

Communities are encouraged to consider creating a tech gift guide as a fun and engaging way to connect with residents and their loved ones during the holidays. Beyond being helpful, the guide provides an opportunity to highlight the community’s tech-friendly environment and show that it’s prepared to support modern devices. 

WHAT TO INCLUDE IN A GIFT GUIDE

If creating a tech gift guide for loved ones and residents, it’s helpful to focus on practical, popular devices that residents can easily adopt and enjoy. Katie emphasized the importance of compiling a thoughtful list, which might include categories like streaming devices (such as Roku or Fire Sticks), iPads, smartphones, and smart home gadgets like thermostats or voice assistants (Alexa, Google Hub, or Apple devices). Wearable health trackers, including Fitbits and Apple Watches, also make great additions for those interested in fitness and health monitoring.

HELP RESIDENTS GET ACQUAINTED WITH NEW DEVICES

Katie suggested hosting events shortly after Christmas to help residents get acquainted with their new gadgets. These gatherings can combine social time with tech assistance, inviting residents to bring their devices while enjoying snacks and coffee. Having tech staff available to answer questions and provide hands-on support ensures a smooth integration of these tools into daily life.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

Over the past two decades, the senior living industry has witnessed remarkable changes driven by technology and data. From improving operations to enhancing resident care, these advancements have transformed the way we serve aging populations. Today, artificial intelligence (AI) presents an even greater opportunity to reshape the future of aging services. 

AI isn’t just another technological trend; it is a transformative force that has the potential to improve every aspect of retirement living—from resident experience and wellness to sales, marketing, and operations. But achieving this transformation requires a clear, strategic approach. 

Varsity and the data scientists at Pavone Group’s data and analytics firm, WildFig, have watched this digital transformation unfold and have tracked the rise of AI over the past few years. Together, we’ve partnered with clients to embrace this innovation, helping them leverage AI to enhance decision-making and drive operational efficiency. 

Here’s a closer look at how the process we use to make that happen:  

THE AI ROADMAP: A PROVEN PROCESS FOR TRANSFORMATION 

Before an organization or community can truly embrace AI, we first need to develop a roadmap that aligns with their mission and strategic goals.  

1. ENGAGE LEADERSHIP THROUGH INTERVIEWS – We start by sitting down with your executive team to uncover key challenges, opportunities, and goals. AI is not a one-size-fits-all solution; understanding your organization’s unique needs ensures that AI initiatives are both practical and impactful.
2. MAP WORK PROCESSES – Using the insights from leadership, we map out workflows across departments. By identifying inefficiencies and opportunities for automation or enhancement, we lay the groundwork for targeted AI applications.
3. IDENTIFY PILOT PROJECTS – Pilots are critical for demonstrating quick wins and building organizational buy-in. Whether it’s optimizing sales pipelines, improving operational efficiency, or personalizing resident engagement, we help you select and implement high-impact pilot projects.
4. GUIDE STRATEGIC TRANSFORMATION – With the success of pilot projects, we support your organization in scaling AI initiatives across departments. The result? A cohesive, AI-enabled operation that enhances resident satisfaction, improves employee productivity, and drives overall organizational success. 

WHY NOW? 

AI is no longer a future concept—it is already transforming industries worldwide. For senior living, the stakes are high. Aging populations are growing, expectations for personalized services are increasing, and competition is fiercer than ever. Organizations that embrace AI now will be positioned as leaders, delivering unmatched resident experiences while optimizing their operations for long-term success. 

TAKE THE FIRST STEP TOWARD AI TRANSFORMATION 

Embracing AI is a continuous evolution that calls for thoughtful planning, clear priorities, and a commitment to change. With the right guidance and strategies, your organization can unlock its full potential, transforming the way you serve and support your community.

Got questions about AI and how your community can embrace it? Contact Varsity President Derek Dunham at ddunham@varsitybranding.com. 

Our guest at a recent gathering of our weekly Roundtable was Zack Collevechio, senior data scientist at WildFig and Pavone Group. 

Zack’s presentation focused on AI and included a discussion of what it is, why it’s valuable and how communities can leverage this technology to gain a competitive advantage in today’s market. He also used ChatGPT to give demonstrations of AI in action as a copywriting and customer service tool.

Here’s are some highlights from that presentation: 

AI-POWERED WRITING

Zack introduced AI’s role in writing and communication, noting its ability to produce natural language for diverse tasks. AI can assist with blogging by generating ideas, outlines, or full posts from simple prompts. It’s also useful for drafting emails, saving time for users who tend to overthink responses. 

AI ASSISTANTS

The discussion moved to building AI assistants with ChatGPT’s “custom GPTs” feature, enabling tailored models that align with your brand, community, and needs. 

Zack emphasized creating a personality and backstory for the assistant to enhance its performance. Clear, detailed instructions ensure it generates accurate, relevant content. Once customized, these assistants can be saved for ongoing use, eliminating the need to reset parameters each time and providing a consistent AI partner for your communication tasks. 

AI-POWERED CUSTOMER SUPPORT

Zack discussed AI-powered customer support, a popular tool that WildFig also uses. Chatbots provide 24/7 virtual assistance, managing many inquiries that would otherwise demand staff time. They help filter out low-quality inquiries, like price requests from unqualified leads, enabling staff to prioritize high-quality prospects. 

AI-POWERED SALES

Zack introduced AI-driven sales optimization, covering several valuable applications:

• LEAD SCORING: AI ranks prospects by their likelihood to convert, considering factors like website activity and past interactions. This allows sales teams to focus on the most engaged leads.
• CUSTOMER SEGMENTATION: AI groups prospects or residents based on behaviors, enabling tailored recommendations. For instance, a prospect frequently viewing a specific floor plan might receive an automated email featuring that interest.
• ENGAGEMENT TIMING: AI suggests the best timing and frequency for outreach, helping teams engage leads effectively by identifying those needing frequent contact versus those needing occasional check-ins.

Varsity’s Roundtable is a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here. 

In our most recent sales and marketing roundtable, community marketers shared their recent sales ups and downs as well as some valuable tips for virtual events.

Check out the recap of our discussion below. Please also join us for our next sales and marketing roundtable next week. Details are at the end of the post.

Please join our next roundtable discussion on Thursday, August 20, at noon ET.

Cara Stefchak and Cory Lorenz will join us to discuss social media and digital media usage during the pandemic.

For log-in information, please contact DDunham@VarsityBranding.com.

 

Communities in different parts of the country came together last Thursday to share their thoughts and challenges as shutdowns continue. Jackie Stone, VP of sales at Varsity, joined our general discussion to share insights on virtual event topics and processes during social distancing.

Check out the takeaways below. You are also welcome to join our next sales & marketing roundtable, coming up this week.

Jackie leads a discussion on virtual presentations:

• Presentation objectives
  • New lead generation
    • Use the purchased email list and lead base
    • Select universal topics of interest to anyone
    • Ensure that the presentation represents the lifestyle at the community and reinforces the established brand
  • Sales presentation
    • Target the lead base
    • Address common objections
      • “I’m not ready yet.”
      • “I want to stay independent.”
      • “I’ve lived here for 50 years; I don’t know where to start.”
      • “This apartment is so small.”
      • “I don’t want to live with all old people.”
      • “How would I even go about selling my home?”
      • “The economy/stock market is unstable.”
    • Personalize to the prospect
      • Customized to each individual prospect — what he or she values in life and in a community

• Potential presentation topics
  • New lead generation
    • Mindfulness — Putting Your Practice Into Place
    • Healthy Aging: Achieving Wellness in All Dimensions
    • Living a Big Life
    • Dispelling the Myths of Retirement Living
  • Sales presentations
    • Decluttering Your Life to Make Room for Experiences
    • Living a Big Life
    • Bridging the Gap Between “I’m Not Ready Yet” and “I Wish I Had Done This Sooner”
    • Protecting Your Nest Egg
    • Does a Life Plan Community Make Sense for Me?
    • Selling Your Home in a Virtual World
  • Personalizing to the prospect
    • Presentation of the community’s services, amenities, residences and benefits
    • Video walking tour of the community
    • Happy hour Zoom call

• Marketing automation
  • Targeting prospects
    • Email seminar invitation
    • Confirmation and login instructions
    • Resending of seminar invitation to those that did not open the original email
    • Reminder email two days prior to the event
  • Communicating with those who did attend
    • Post-webinar “Thank you for joining us”
    • Survey
    • What other topics might interest you?
    • Schedule a private appointment?
    • Next seminar invitation
  • Communicating with those who did not attend
    • “We missed you” email
  • Schedule a private appointment?
  • Next seminar invitation
• Typical attendance expectations
  • We’ve seen anywhere from 7–10, 25–30 and close to 50, so it can really vary.

Where are you doing to go from here with marketing?

• It depends on your community.
  • Examples:
    • One community is stretched for dollars because of the current bond market.
    • Other communities may have more money to spend, with cancelling in-person marketing events.
  • You may need to move dollars around in your budget. The focus will need to be on engaging prospects in blue sky projects. If you don’t use the money this year, you won’t have it next year! Spend it wisely, and don’t let it go.
  • An AL community in New York has online events/speakers every week. It’s very buttoned up and structured — link to check out: https://inspireseniorliving.com/events.
  • I think we’ll be Zooming for a long time.
  • Follow these virtual call tips.
    • Do a roll call.
    • Ask what participants miss during this time of quarantine. If they say Starbucks, deliver a coffee to their doorstep.

Join the next sales & marketing roundtable on June 4!

We thank everyone for participating, and we invite you to join the next session on Thursday, June 4, at 12 p.m. ET.

You don’t have to be a client to join — all are welcome. For call-in information, email DDunham@VarsityBranding.com.

 

 

‘Like it’ or not, we’ll never know, thanks to a new update being rolled out by Instagram that will prevent you from seeing how many likes the accounts you follow are receiving on their accounts. To see what this means for your brand, check out this infographic.

One major myth about older adults and technology is that they don’t use it because they don’t understand it. But that idea is as outdated as a flip phone. From social media to online banking, older Americans are adopting tech at the speed of light.

Recent findings by the Link-Age Connect 2019 Technology Survey of Older Adults Age 55-100, also featured in Senior Housing Forum, bear that out. Smartphone use in particular has been skyrocketing. Among people ages 70-74, it shot up from 54 percent to 81 percent. That’s in just the past three years.

Unexpected  Choices

What’s even more surprising than the speed at which older adults are adopting new technologies? The reasons why some are unplugging from tech completely. Or at least using it less. Seniors often make this change, not because they’re confused about technology, but because they’re making a conscious choice to live offline. Here are some of their very smart reasons:

1. 1. Older adults prefer human connection. As smartphone penetration spikes ever higher in people of all ages, we’re all on our phones, all the time. Even when we get together, we’re logging on to check social media or our daily step count instead of talking to one another. Older Americans have the wisdom of knowing that time on this earth  is precious. It’s important to spend it with family and friends instead of glued to a device. One quote from the study proves the point. “I think technology is taking over people’s lives and it takes away from relationships with people.” – Female, age 95-99.
   2. They’re simplifying their lives. Older adults often have a desire for minimalism that goes hand in hand with human connection. The survey states, “As people age, they simplify their lives, allowing more time for personal interaction and less time for things that ‘busy’ them or take them away from time with family and friends.” Another quote adds,“It isn’t necessarily about teaching older adults to use a technology. It very well could be that they have used it and walked away from it because they do not want it in their lives any longer.”
   3. They’re watching their budget. Those on a fixed income struggle to pay for technology. For instance, only 25% of affordable housing residents have in-home WiFi , compared to 90% of the greater population. Even when older adults can afford to spend more, they follow the principle: “If it works, don’t fix it.”  Sure, marketing campaigns are persuading other generations that they need to spend hundreds on the latest Smartphone. But older Americans often aren’t interested in updating just to get the latest bells and whistles. If it’s a “want” instead of a true need, they’ll keep the device that still works just fine.

 Personality Trumps Age 

The study also found that technology adoption relates more to personality than age. Comments from two different survey participants underscore that point: “I L-O-V-E technology.” – Female, age 84. “I prefer to use it when I want to and not be run by it or tied to it.” – Female, age 95-99. At Varsity, we’ve expressed our opinions before about not lumping everyone 65+ into one category. This new research has driven home, once again, that people of ages need to be seen as individuals — when it comes to technology or anything else.

 

Eaton Senior Communities is home to 164 residents and, occasionally, a socially assistive robot called Ryan, now being developed at the University of Denver. In a series of posts, I’m talking to people involved in this fascinating project and getting their perspectives on how this lifelike “companionbot” could benefit seniors living with depression and dementia.

Today, Sarah Schoeder, wellness director at Eaton Senior Communities, shares some of her favorite stories about resident interactions with Ryan.

DW’s Story: Reengaging in the Community

DW struggled with depression after the loss of his wife earlier this year. We no longer saw him smile, and he had begun to isolate, no longer taking meals in our dining room or attending holiday parties. At 93, he had limited access to technology in his lifetime — and certainly not to a robot! What transpired was the old DW returning to us. He smiled and laughed again and was always on time, never missing a session. His daughter was thrilled that her dad was once again engaging in the community, and it lessened the stress she felt when she was away on business. DW will tell you that it “was fun” and that “Ryan helped take my mind off the constant thoughts of my wife. It gave my mind a new direction, you might say,” he said. He felt valued, helping the interns achieve their goals and receiving the opportunity to engage with younger adults.

LW’s Story: Overcoming Depression

LW was another unexpected success. As a younger resident with a higher level of education, I was not sure what to expect. She surprised me when she said that “Ryan understands me; she knows what I am going to say before I do.” LW struggled with depression that was intensified by her recent move to the community. Over the course of the trials, she began to report that moving here had improved her mood, and she looked forward to her sessions with Ryan. She is anxious to further participate in clinical trials and recognizes that Ryan helped her overcome the deep depression she felt earlier this year. I am happy to say that she is now an active community member, participating in many social events and helping her neighbor regain her love of art.

PN’s Story: Making a Friend

PN was thrilled when invited to participate with Ryan. He frequently commented on how beautiful her smile and facial features were. He recalls how he asked her out to dinner, but she declined, saying she was not hungry! PN commented on the variations in facial expressions and quality of speech. He was aware of these features and how it affected his relationship with her. PN looked forward to his interaction with Ryan, and the excitement that followed after his sessions was priceless!

BC’s Story: Seeing His Dream Come True

This resident had studied psychology in the 1950s and had particularly enjoyed the area of artificial intelligence. In his 90s, and highly educated, BC enjoyed seeing the “future” that, years earlier, he could only dream of. After his sessions, he would smile and talk at length about the interactions. It was great to see his mind stimulated and the smile he was well known for return when his health was failing him.

See Ryan from her inventor’s perspective in another blog.

 

 

 

Eaton Senior Communities is home to 164 residents and, occasionally, a breakthrough, socially assistive robot called Ryan — created at the University of Denver — which could soon be available to the general public. In a series of posts, I’m talking to people involved in this fascinating project and getting their perspectives on how this lifelike “companionbot” is helping older adults who are living with depression and dementia.

Today, I’m speaking with Sarah Schoeder, wellness director at Eaton Senior Communities, who is a liaison between the residents and the team of scientists developing Ryan. Sarah has been serving the geriatric community for 38 years, including 20 years as an LPN in a skilled nursing facility.

 

Wayne: Sarah, what was it like trying to get residents to participate in the robot pilot studies?

Sarah: I would visit them and drop this idea in their lap, and they’d look at me like I was crazy. I’ve approached a lot of residents whom I didn’t expect to get involved — some of them in their 90s. To see them go from giving me a look like, “You’re kidding me” to becoming excited, looking forward to the sessions and wanting to be involved in the next set of trials, it’s been amazing.

 

Wayne: Did the residents have input about the changes in the robot?

Sarah: Yes, residents would give feedback about what they’d like the robot to look like and sound like — what they’d like it to say. Then, the team would make changes.

 

Wayne: How has the robot changed over time?

Sarah: Ryan’s facial features appear more natural, and the improvement in the movement of her head has given her a “softer touch.” Her smile is beautiful, and she makes me want to smile back!

 

Wayne: Were you concerned that residents might not want to finish the project?

Sarah: Yes, but all residents in both trials of 2018 completed all sessions, which spoke highly of the project goals. Some residents were hesitant and perhaps a little fearful, but after spending time with Ryan, their attitudes completely changed. Ryan has touched the lives of Eaton residents by providing unconditional companionship and interest in their lives. The improvement in mood and cognition was apparent as residents were exposed to educational opportunities and stimulating interactions.

 

Wayne: Does Ryan have a sense of humor?

Sarah: Yes! I’ll give you an example. One resident who was hosting Ryan in her room was walking down the hall, and she said to me, “Can you believe what that crazy thing just said to me?” She went on to say that she and Ryan were talking about how the Denver Broncos were competing against the Patriots in the Super Bowl, and Ryan announced that she was a Patriots fan — in the heart of Bronco country!

 

Wayne: How will this new technology help people age in place?

Sarah: One of the biggest reasons people move into assisted living is that they can’t manage their medicines. If Ryan reminds me to take my medicine, that might be the defining moment that keeps me home.

 

Wayne: How has this experience changed your views on robotics?

Sarah: If someone told me five years ago that I’d be sitting here telling you robots could be valued members of a health care team — that I’d be endorsing them as part of the health care model — I would not have believed it, but I’ve learned that the robot is not replacing me as a nurse and caregiver. It’s just empowering me to be more successful in senior living.

 

Sarah will share stories about resident interactions with Ryan in next week’s blog.