The Smarter Service and BHI Communities: Building Confidence and Connection Among Our Residents Through Digital Literacy

If you’ve visited the lobbies of The Barrington, Westminster Village North, or Four Seasons and Athens Crossing recently, you may have noticed something new: a Tech Help Bar. This initiative is part of an exciting partnership between BHI Communities and The Smarter Service—a Tech Concierge service that is helping our residents with their tech needs, more specifically with their digital literacy. We’re thrilled to share that their services will be rolling out to all BHI communities by mid-year.

Since launching with us in June 2024, The Smarter Service has been a game-changer in helping our residents build confidence, competence, and comfort with technology. Our residents are not only learning how to use their devices—they’re mastering them! What started as simple device fixes and password resets has rapidly grown to include exploring new apps and discovering innovative ways to connect with loved ones and others who share their interests.

Tony Conaway, VP, IT says: “This partnership came about as I watched the need for tech assistance grow in our communities. As technology continues to advance, so does the need to provide residents with reliable and skilled support beyond our immediate teams. The Smarter Service has truly transformed how our residents interact with technology. It’s not just about troubleshooting anymore—it’s about empowering them to embrace technology in ways that enrich their lives. Seeing residents gain the skills and confidence to explore, connect, and create has been nothing short of remarkable.”

The adoption and demand for the service at BHI has been incredible, with the majority of residents at the Barrington at Carmel now actively using the Tech Bar, taking advantage of in-home visits, and attending monthly enrichment classes that are regularly filled to capacity. Similar success has been seen at Westminster North, Four Seasons, and Athens Crossing, and is reflected in some impressive metrics: over 250 device fixes and solutions across BHI communities, over 80 hours of face-to-face assistance with residents, and a 4.9 out of 5 customer satisfaction rating. 

Beyond the numbers though, the personal impact is what truly stands out. Stories from our communities highlight how technology touches residents’ lives. For example, one resident sought help accessing a relative’s playlist for a funeral, while another learned to use YouTube to find specific content. Other examples include setting up shared calendars for families, preserving cherished photos, and learning to block spam calls. These moments illustrate how personalized tech support empowers residents, enhances their quality of life, and bridges generational gaps. 

Vida Roozen, COO at The Smarter Service, said: “A lot of people think of our service as break-fix, but it’s so much more. As the residents we work with build their confidence, we’re seeing them shift from frustration—‘this device doesn’t work for me’—to excitement about how technology can serve them rather than frustrate them. In a world that’s rapidly digitizing around them, this newfound confidence reduces isolation, combats loneliness, and opens doors to so much more.”

Feedback from residents suggests that for many, this service has been life-changing. They no longer feel the need to rely on family members for tech help during visits, and their newfound independence has meant more dignity, confidence, and pride—which we believe are vital to their overall well-being. One resident shared, “When I heard you had been contracted to be at the Barrington, I was very excited. There is a great need for this service here. I thought this was the best idea I had heard in a long time.”

At the heart of this program is a dedicated and personable Tech Concierge, Greg. With his weekly visits, Greg has become more than just ‘Tech Help’—he’s a familiar, trusted face, building lasting relationships with our residents and creating an environment where they feel safe to ask questions, explore at their own pace, and feel truly supported. His approachable, patient demeanor has made him a beloved figure in our communities, helping residents discover the full potential of their devices with each visit.

Apart from benefiting residents, the program has also had a positive ripple effect on our staff. With tech inquiries expertly handled by Greg, our team has more time to focus on other aspects of community life, ensuring a richer experience for everyone.

At BHI, we’re committed to creating environments where our residents thrive, and our partnership with The Smarter Service is one more way we’re delivering on that promise. As this program expands, we look forward to bringing these transformative benefits to all of our communities, helping every resident experience the dignity, confidence, and joy that come with mastering technology.