LeadingAge’s observance of Careers in Aging Month, which kicked off at the start of March, prompted me to think back on my own launch pad into aging services technology: being program director of resident technology at Selfhelp Community Services, a LeadingAge CAST Patron. Progressing over seven years from technology specialist to administrator, and then to program director, where I managed six innovative and internationally recognized initiatives–including the virtual senior center program founded in partnership with Microsoft and the City of New York–was a truly rich experience. It offered a career ladder into a fairly nascent area of our sector that both brought me to CAST and shaped my understanding of the importance of digital literacy and the immense impact technology can have on older adults’ lives.

I’ll never forget Milton, a Virtual Senior Center participant who went from passively watching TV each day to actively engaging in a structured routine with his peers, forming new friendships, and adopting healthier habits—all facilitated through group video chat discussions. And then there was Adele, an artist in her early 100s, who became a beloved mother figure within her virtual community. These stories aren’t just anecdotal; they illustrate the profound impact of technology when paired with the right support.

Fast forward to today: across the CAST community, I see a variety of resident technology support positions being implemented at LeadingAge members nationwide. These jobs are increasingly essential as communities deploy resident-facing technologies and as residents move their own favorite tech solutions into communities.

Curious to learn how the role has evolved since my day–and hoping to share some relevant and timely insights in observance of Careers in Aging month–I asked three leaders who hold these roles how they came to do this work, what they see as the rewards, and how this role can advance the care of older adults.

A Role that Provides Peace of Mind

Jason Cook, the technology engagement coordinator at LeadingAge member John Knox Village of Florida, Inc., based in Pompano Beach, was inspired to pursue work in the field about 10 years ago, when he saw an older woman at the mall staring in confusion at a brand-new iPhone her daughter had just handed her. Cook realized that many older adults had never been taught the language of technology, and an entire segment of the population was being left behind. Cook founded and ran his own tech-support business serving older adults until the pandemic, moved to a technology consultancy, and then came in-house at John Knox Village.

Now, he devotes his energy to making technology more accessible and less intimidating for community members. He offers a variety of classes, covering everything from smartphone basics to navigating the community’s cable system, and introduced virtual reality events, where residents can explore the world from the comfort of the community’s tech center.

“One of the most rewarding parts of my job is witnessing those ‘A-ha!’ moments when a resident realizes they can see family photos on their phone, have groceries delivered the same day, or video call loved ones across the globe,” said Cook. “The peace of mind this service provides is invaluable.”

Mentoring Others and Raising the Work’s Profile

Staff who hold these leadership-focused roles invest time in mentoring team members and elevating best practices throughout the industry.

Liz Keller, resident technology engagement manager at LeadingAge CAST Patron Ingleside in Rockville, MD, started her work in the field by improving the user experience for a company that creates custom resident engagement platforms. She then moved in-house to better understand community stakeholders at every level and create products that align with their goals.

Today, Keller teaches the next generation of resident services technology staff. She guides interns from the Human-Computer Interaction Department at Indiana University, helping them understand the importance of accessibility in technology and how they can incorporate the needs of older adults into their design thinking.

Anna Verbuk, Ph.D. was promoted into her current role as director of the resident technology program at LeadingAge member 2Life Communities in Brighton, MA, in 2024 after offering technical support within the community for seven years. She has transformed the program from a computer center model to one that holistically addresses community members’ technical needs—more than doubling the program’s membership to over 900 residents.

In addition to developing her team of resident technology instructors and technical volunteers, Verbuk joins with the Information Technology Department and others to create scalable and replicable technology programs, such as a digital device lending library, and disseminates the outcomes locally and nationally.

To further highlight the importance of this work, Verbuk will present a breakout session, “How Resident Technology Support Programs Benefit Both Residents and Staff,” at the LeadingAge Massachusetts conference this summer. She also contributes to national efforts to create digital literacy resources with the National Digital Inclusion Alliance.

Qualities of Successful Resident Technology Directors

Each of these leaders expressed genuine appreciation for the ability to work in an environment that prioritizes innovation and serving older adults, and they shared advice for others interested in pursuing a resident technology director role.

Patience, passion, and the ability to develop partnerships within and outside the organization are essential, they said. Strong communications and teaching skills are key to assisting older adults. “You need to be able to explain concepts in a way that makes sense to different audiences, whether it’s residents, staff, family members, or executives,” Keller advised.

Using quality resources to stay current on new developments in aging technology matters, Verbuk added. Relevant LeadingAge CAST resources include the Resident/Client Technology Guide, which presents the different support, training, and potential business models for resident/client technology and includes seven case studies with hands-on learnings that providers can use.

Looking to the Future

While I experienced the need for resident technology support at SelfHelp years ago, demand for this staffing role continues to rise.  If your organization has a story to share on this topic, I encourage you to let others know and celebrate this career opportunity. You can use the Careers in Aging toolkit, one element of a collaboration between LeadingAge, the Gerontological Society of America, and seven other sector organizations partnering to promote career opportunities in the aging services sector. Doing so is a great way to help convey the opportunities and rewards that working in our industry offers to those who are dedicated to improving the lives of older adults.

“The need for technology support in aging services is only growing,” said Keller. “Communities that invest in dedicated roles like this will be better equipped to meet the expectations of residents. It’s an exciting time to be in this field, and there’s so much potential to make a real difference.”