The Dual Path Connected Solutions team has a lot to celebrate this month!
May is Older Americans Month, and we’re proud to honor the remarkable contributions from our senior communities alongside the Administration for Community Living. Older Americans Month is all about recognizing the invaluable contributions of older adults, highlighting aging trends, and reaffirming our team's commitment to serving them.
This year's Older Americans Month theme is “Powered by Connection,” which recognizes the profound impact that meaningful relationships and social connections have on our health and well-being.
At Dual Path, it’s our mission to create environments that connect and empower seniors through technology.
With senior-focused solutions, we help community residents:
- Create meaningful connections with staff and other residents
- Support their mental, physical, and emotional health
- Promote community events and social clubs
- Connect with local services such as transportation and food delivery
For everyone here at Dual Path, there couldn’t be a better time to celebrate the benefits of connecting with others—this May also marks 10 years of Compassionate Support!
Dual Path was founded in 2014, and our early solutions focused on a fully managed and reliable Internet service that bypasses traditional telecom and cable providers. We set ourselves apart by providing outstanding technical support that extends beyond age, a model we dubbed “Compassionate Support.”
“Our concept of Compassionate Support originated from my early experiences with the organization, including a visit I made to assist a resident who struggled with a speech impediment,” said Eric Markow, Dual Path Founder and CEO. Markow learned that the resident previously had a very successful sales career, managing portfolios of car dealerships and hundreds of salesmen—which made it even more challenging for him to deal with a medical condition that affected his speech. He struggled to connect with family and communicate with staff.
"This resident’s story, among others, sparked a stark realization about the diverse challenges our clients face, from health issues to family and financial struggles. I was introduced to the concept of ‘companioning,’ which emphasizes being present with someone and witnessing their life challenges. This approach inspired our Compassionate Support model, combining technical assistance with a deep sense of empathy and understanding for the individuals we serve.”
For this resident in particular, a bit of patience and understanding went a long way when he was able to successfully connect to the Internet and take advantage of tools that restored his ability to communicate.
Today, all Dual Path support representatives undergo a thorough empathy training course before they take their first call from a resident. Rather than insisting upon quick call resolution like other technology providers, we prioritize resident satisfaction above all else.
What began as a journey focused on facilitating WiFi connections has evolved into a comprehensive offering for all things connected. Over the past decade, technology adoption has grown significantly, especially among seniors. These days, property owners understand the importance of offering their residents a home-like setting and modern technological conveniences that can significantly improve their quality of life. Dual Path has become the only true end-to-end property technology provider, creating custom technology solutions from the initial network design to resident support and IT services.
Our team and our business have grown significantly over the past 10 years, but one thing remains constant—our dedication to providing the best support in the industry.
“I was unable to connect my Alexa Dot to the Internet, so I called customer support,” reads a review from a resident in one of our customers’ communities. “Omar was so patient with me. He kept me online while I was getting more and more frustrated with myself being unable to figure out what I was doing. He basically talked me down, calmly telling me where to look on my phone to connect. I’m not sure just how long he stayed on with me until I finally got it, at least 30 minutes. When I finally got it, I was so grateful for his help. I wish more companies had customer service agents like Omar at Dual Path, and I am very happy to recommend this company to everyone.”
Our team is grateful to help facilitate the positive impact that technology can have on seniors every day. We celebrate this month by reflecting on some of our favorite experiences—such as configuring a laptop in a resident’s room with Skype to automatically answer incoming calls, allowing his son to check on his father’s health and well-being throughout the day—or quickly getting a resident connected to WhatsApp just in time to see her grandchild born.
“We appreciate your dedication to helping our residents,” says another review from a Regional Community Director. “It's my observation that you go far beyond what is necessary to help resolve resident issues, even when they are not related directly to your service. We are happy with our service and beyond happy with your customer service.”
As we celebrate our seniors and our Compassionate Support team this month, we are grateful for the opportunity to make a difference in the lives of so many. Here's to another decade of fostering meaningful connections and empowering seniors through technology.
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