When Technology Gets Tough, Tulare's Cyber Seniors Are Ready to Help

The next time your smartphone freezes, your laptop refuses to cooperate, or a password you were certain you remembered turns out to be wrong for the fourth time, resist the urge to throw the offending device against the wall. There's a better solution in Tulare, and it won't cost you a dime.

It's called Cyber Seniors, a national nonprofit that connects older adults with technology mentors. In Tulare, the program meets on the second and fourth Thursdays of each month at 10 a.m. at the Tulare Senior Center, where participants can get help navigating the increasingly complicated world of computers, smartphones, tablets and smartwatches.

Leading the class is Patrick "Patch" Kientz, 40, who brings a background in software development for technology startups. With his technical expertise and a healthy supply of patience, Kientz helps participants tackle everything from lost contacts to stubborn websites.

At a recent session, eight participants arrived with problems that were as varied as the devices they carried. One thing was clear: Technology may promise to make life easier, but it occasionally seems determined to test that promise.

Tulare residents Daniel Guerra and his wife, Alicia, came looking for help with a website offering legal services. Daniel had purchased a living trust through Groupon and could view it on his phone. The challenge was getting the documents onto his laptop. Apparently, even a legal document designed to help organize your affairs can create a few complications before you get it safely onto your computer.

Rose Luna, 77, also of Tulare, brought her laptop with a different goal in mind.

"I want to use the one email for everything and one password for everything," she told Kientz.

It's an appealing strategy. After all, who wants to keep track of a dozen passwords when remembering one seems challenging enough? Unfortunately, websites have a habit of insisting that passwords be unique, complicated and changed at precisely the moment you've forgotten the last one.

Luna's lesson came with an additional technological twist. Kientz was teaching remotely through a two-way internet connection, appearing on a giant-screen television while watching the participants on his own screen. It was a high-tech arrangement for a class devoted to solving high-tech problems, although it did make helping everyone a little more complicated.

Then there were Tulare residents Walter Yamamoto, 88, and his wife, Diane, 85, who had a particularly frustrating problem to solve.

Diane's phone had been stolen, taking with it the contacts stored on the device. She had replaced the phone, but her contacts hadn't made the trip. Now, whenever someone texted her, she had to ask who was on the other end of the conversation. It's one way to meet new people, certainly, but not necessarily the most convenient way to keep up with friends and family.

"I just want to find out how to get my contacts back," she said.

Kientz took on the challenge, although the class encountered a few obstacles along the way. Several participants struggled to log in to their accounts, prompting Kientz to identify a topic that could benefit just about everyone in the room.

"It sounds like everyone could benefit from a presentation about password managers," he told the group.

Password managers are designed to securely store login information, reducing the need to remember every password for every account. In other words, they can help people spend less time trying to remember their passwords and more time actually using their devices.

Kientz admitted that helping everyone remotely was not ideal.

"It's a lot easier when I'm there in the class," he said, explaining that switching back and forth between participants on a remote connection can get chaotic.

His temporary teaching arrangement followed a February car accident that left him without transportation from Madera Ranchos. With a replacement vehicle expected soon, he anticipated returning to the classroom in person shortly.

And that's probably good news for everyone. Even the most sophisticated television can't quite replace having an experienced technology instructor sitting beside you when your computer decides to behave like it has a mind of its own.

More than Just Fixing Phones

Founded in 2015 by the creators of the award-winning documentary "Cyber-Seniors," the nonprofit organization uses an intergenerational volunteer model to help older adults develop technology skills. Young people receive training to become digital mentors, while older adults gain practical instruction and opportunities to build connections across generations.

In nearly two years of leading Tulare's class, Kientz has developed a regular following, along with a rotating cast of participants who show up whenever a particular device gives them trouble.

He comes prepared with presentations on subjects such as using web browsers, creating bookmarks and even using ChatGPT. But he often finds that the most useful lessons are the ones nobody planned.

"The more technical I get, the better the reception," he said. "I let the group put forth whatever they want to talk about, and we investigate those impromptu issues together."

That willingness to follow the group's interests is important. One person might need help retrieving lost contacts, another might be struggling with email, and someone else might simply want to figure out why a perfectly good laptop suddenly refuses to do what it did yesterday.

Technology has a remarkable ability to make simple tasks complicated. Fortunately, it also provides plenty of opportunities to learn something new.

Although anyone is welcome to attend, most participants are between 50 and 90 years old, with the majority in their 80s.

Some problems crop up repeatedly.

"There is an ongoing issue with passwords and emails," Kientz said.

That shouldn't come as a surprise. Between online banking, shopping accounts, medical portals, social media and the countless other services that require passwords, keeping track of everything can feel like a part-time job.

And unlike a real part-time job, nobody pays you for doing it. But Cyber Seniors offers something beyond technical assistance. The gatherings also provide an opportunity to socialize, share experiences and enjoy the company of others who understand that a smartphone can sometimes be smarter than its owner claims it is.

The group has even held a potluck during one of its classes. It's a reminder that while participants may arrive with technology problems, they leave with something more valuable than a working device: human connections.

And if someone happens to bring a particularly stubborn smartphone to the next potluck, there's a good chance the group will have plenty to talk about.

Help is Just a Class Away

There is no charge to attend Cyber Seniors, and no reservation is necessary. The Tulare Senior Center is located at 201 N. F St. in Tulare. For more information, call the senior center at (559) 685-2330.

Because life is too short to spend an entire morning arguing with your email account