The Palace Coral Gables assisted living facility brings a lot of joy to families, friends, residents, and staff. But during the pandemic in-person programming came to a halt, so senior citizen residents and their families had to readjust and make technology their new best friend.
“The pandemic really threw everyone in my position across, I guess, the world into a frenzy because we have never been in a situation where we can’t do face to face programming. But our residents need it, it’s their lifeline,” said Social Director Pam Parker.
Social Director Pam Parker smiles at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra) 
Social Director Pam Parker sorts through event costumes at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra) 
Social Director Pam Parker types on her office computer at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra)
According to the Florida Health COVID-19 Weekly Situation Report: Death Overview, a total of 45,927 people ages 65 and over passed away due to coronavirus in Florida. Although this was unfortunately the case in many instances, especially within nursing homes and other assisted living facilities, life continued to be nothing but luxurious at The Palace. However, this wouldn’t have been possible without the efforts of its staff in creating virtual programming. The pandemic was very stressful for people, especially to senior citizens who were and continue to be an at-risk group.
But many emerged more tech savvy as a result.
In 2016, Pam Parker was named the No. 1 social director for Senior Living in America by the National Association of Home Builders, and she has truly lived up to the title. With the help of her two former assistants Eddie Montes and Monica Guerra, they put together a full year’s worth of activities for the residents during quarantine.
But it wasn’t easy. The question at-hand: How to transition and keep residents happy even while being sequestered in their apartments?
Former Activities Assistants Eddie Montes and Monica Guerra smile at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra) 
December’s Activities Calendar at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra)
When the pandemic hit 19 months ago, many were able to muddle forward with their usual routines by using Zoom, email, Slack or one of the many other platforms that allowed people to communicate remotely. But for seniors, especially those in assisted living facilities, the switch came with its perils. All these apps, which are second nature to many younger folks, are completely foreign to an older generation who never grew up with computers, let alone iPhones. That presented a particular challenge – one in which Montes and Guerra tackled so well that they were promoted to new roles in various locations.
The exterior of The Palace looks magnificent with its golden designs and complimentary valet service waiting to greet each resident, but the inside is buzzing with activity. There is a massive entrance, two-way staircase, marble floors, and chandeliers. Music can be heard playing throughout the building. Parker typically shuffles a Spotify playlist and some residents even chime along using the lobby piano.
“I thought it was some fancy hotel … but this is the start of a new life,” said Chris Unstead. Unstead was a former Entertainment Supervisor at Carnival Cruise. He recently joined The Palace at Kendall staff and was visiting the Coral Gables location for inspiration. “Each location is different but you have to tailor it and make it your own. We accommodate to each area,” said Unstead.
“This is like a creative think tank. We might be sitting here and you think ‘Oh Chris is just visiting,’ but no, we are brainstorming ideas and asking each other ‘How do you think we can do this?’ and ‘How do you think we can do that?,’ said Parker.
The building is a hub for senior citizens of all religions and cultures around the country who are high-functioning but looking to downsize and share spaces with others their age. The residents like to express their beliefs and fight for change through peacefully protesting.
The nine-floor building, which was built back in 2013, is filled with more than 200 apartments. From the onset, there are multiple cars at valet. Residents and visitors can be seen entering and exiting the building with beaming smiles. The Palace is hard to imagine without the vibrant energy of its residents. Dr. Hal Silberman, 97, is a prime example.
“When World War II started, I qualified to go to officer training. I was an officer in the Navy. I was on a battle ship in the Pacific,” said Silberman. “So anyways, here’s the pool. I’m going to go for a swim now.”
After the swim, Silberman met up with a buddy of his to play ping pong in the Activities Room. When Silberman cannot find a friend to play with, he heads over to the room next door.
“We just got a new ping pong table that is just for self practice and Hal is always there,” said Parker’s new Activities Assistant Angel Perez. There are also Bingo nights, movie nights, family and friends events, live shows within the theatre, educational lectures, storytime in the library, and daily outings. These are the moments Perez cherishes the most – interacting with the residents and joining them for activities.
“We do yoga, aerobics, tai chi … We do everything, and you don’t want me to start talking about happy hour,” Perez said chuckling.
These are just some of the fun in-person events that took place regularly at The Palace before, and now after, the quarantine. Through the CCTV program, residents can turn on Channel 95 and view community announcements, menus, and the “Daily Digital” which is the list of activities happening that day. Residents can choose which activities and events they want to participate in, ultimately crafting a living experience tailored to their interests.
However, during the pandemic, The Palace “rigged it so we could play movies and do activities virtually. Residents could tune in all day long to see recorded entertainment like a lecture and even shows,” said Parker.
The educational and physical activities provided at The Palace have taught the residents how to use their electronic devices, especially during the pandemic.
“We do a computer class, a phone class, and an improv comedy class with a professor through Zoom … They love it and will not attend if it isn’t that professor,” said Perez.
Joan Nurse from the University of Miami is one of many lecturers and retired professionals who is invited to The Palace regularly. Nurse specifically hosts a class where she teaches the residents how to use their Apple products, whether it be photography on an iPhone, iPad, Mac, or simply sending an email or text. This proved to be very useful, as many residents interacted with their loved ones via FaceTime and platforms such as Zoom.
“We usually do two to three family and friends events a month which are free events that include either lunch or a dinner with live entertainment, and prior to the pandemic we would get 600 to 800 people in attendance per event, but we had to fully stop for a year … Everybody here learned how to do Zoom,” said Parker.
Prior to the pandemic, many residents were not computer literate, but according to Parker, “Now I would say that the majority of our residents are computer literate and Zoom literate.” Parker’s former assistant, Montes, who she dubs her “computer wizard,” conducted one-on-one technology lessons with residents who were interested in learning more about the electronics they have access to.
Sarah Wishnia, 91, is one of the many residents who has learned how to use Zoom and navigate her Apple Watch. “Eddie had lessons that were limited and socially distanced to learn about Zoom. We are very forgetful, but they are patient with us,” said Wishnia.
Wishnia’s 70th wedding anniversary was during the pandemic, but that did not stop her and her husband Julius from celebrating. With Wishnia’s new understanding of technology the couple had 100 of their family members join a Zoom meeting to commemorate their love.
“We were at the far end of the dining room and we sat the two of us and we had a Zoom call after it … It started with music. They had special music for us. A lovely lovely meal. Outrageous. The salad was so artistic. It was like a flower garden with actual flowers, edible flowers. Just delightful. Then we said a few words to each other. Oh, it was just lovely. A memory that will live on in my heart forever. Once we went upstairs, they had a table for two in my room with a bucket of champagne and a cake filled with ice cream for the two of us,” said Wishnia.
Staying active even during the pandemic is something Wishnia prides herself on.
“Before the pandemic, I would work out with a trainer in the morning. I would go for walks. I would have exercise and dance classes. My habits changed but we had everything on TV,” said Wishnia.
With her Apple Watch, which was set up by Montes, Wishnia keeps track of how many steps she takes in a day. She created her own routine.
“We never felt shut in. We missed our family members daily because they weren’t allowed in the building, but there was plenty to keep us occupied,” said Wishnia.
The same technology that kept the residents occupied also kept them safe. With the help of Montes and Guerra, nurse Akeem Toboas created a tutorial video on what coronavirus symptoms to look out for. Infographics are projected on TVs throughout The Palace.
“Each screen around The Palace had the signs/symptoms and tips on how to avoid coronavirus like with the hand washing techniques and by wearing a mask. It was just about educating our residents as well as educating our staff. We also started temperature checks for all the employees downstairs as well as screening questions,” said Toboas.
The nursing staff took the resident’s daily vitals, set up sanitizing stations, included garbage cans on every floor, conducted virtual doctor appointments, changed their PPE when visiting each resident’s apartment and dropping off their medications, and provided testing/vaccinations once made available.
Nurse Akeem Toboas smiles while holding a mask and pager at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra) 
White hand sanitizer dispenser stands outside of the second floor elevator at The Palace on Tuesday, Nov. 23, 2021 in Coral Gables, Florida. (Annenberg Photo/Isabella Valle-Riestra)
“At the end of the day, to be a nurse you have to have compassion. If you don’t have that then you’re in the wrong place. You have to have the vocation for it. I’ve always thought of all the residents pretty much as my family or as my grandparents or you know some mom, dad. You want to treat them the way you would like your own family to be treated … They already have enough problems as it is and they already enough stress on them as it is. A lot of them are sick. You know, they have their own issues. Instead of trying to worry about more problems, we try to do the contrary and try to make them feel safe and make them not feel alone etc. At the end, I did it because I always feel that the need to be able to help them out and be able to help them move forward and make sure that they’re okay. You know, I looked out for them more than I would look out for myself in this case you know?,” said Toboas.
At a time that was difficult for senior citizens across the world, The Palace created a safe and entertaining environment for their residents. With the vaccine rollout, data from the Florida Health COVID-19 Weekly Situation Report: State Overview shows that 89% of people ages 65 and over have been vaccinated against coronavirus in the state of Florida. The Palace is no exception. Every resident and staff member must be vaccinated and visitors are required to wear a mask.
“We’re slowly getting back into the swing of things here. We were very conservative as far as opening our building to families and to friends, and because of that we were lucky. We dodged a bullet here. So now we’re starting to open up our events again. We’re limiting how many family members they can invite, but we are planning now for a big winter holiday event and a New Year’s event on New Year’s Eve,” said Parker.
Adhering to these requirements are what has allowed The Palace to thrive in this post-pandemic world. The Palace no longer offers virtual programming since they are considered an independent living facility and “the governing bodies want residents to come into the community and socialize with others,” said Parker.
“At the beginning of this pandemic they were isolated for almost a year and little by little they’re learning this is a new normal, but that doesn’t mean it’s bad, it’s good. There’s a lot of happiness, I think, in the building and gratefulness that we were able to stay healthy,” said Parker.
Residents can now gather and interact as they used to. “Everything is good. Nice to get out a little bit and people are more freer,” Wishnia said.
Personal Trainer Andrew Gil is back to teaching group classes Monday through Friday. “I manage the gym, anything that comes in and out. I also oversee to make sure that the residents are doing everything safe and sound,” said Gil.
“He works with me on my balance … What do you got in plans for me today?,” Wishnia asks Gil. Within seconds she’s gone … the elliptical it is.
“That’s the best part, seeing them enjoy their life at a time where historically in the past once you were 65, you were one foot in the grave and didn’t do anything. I think of my own parents – my mother sat in a chair in front of a TV – that was her activity. Now these people, they’re learning how to use their iPhones, they’re going out shopping, they’re sightseeing. You’re never too old to do anything, you just have to adjust that activity to what you are capable of doing,” said Parker.