Meet the Hotline Agent: Kayla McDonald 

If you give the free Senior Planet Hotline a call at 888-713-3495, you’ll be connected with one of our patient and knowledgeable representatives who can help you with anything from troubleshooting tech issues to finding the right Senior Planet classes for you, and so much more.  

We caught up with one such agent, Kayla McDonald, who joins the team from Cincinnatti, Ohio, to talk about her experience on the hotline. In addition to her work with Senior Planet, this Cleveland Cavaliers fan helps entrepreneurs get started online with digital marketing. 

What are your favorite parts of working on the hotline?  

My favorite thing about working on the national hotline for Senior Planet is that it gives me purpose – knowing I have the skillset to help older adults who need help solving technical issues. They call the hotline with a variety of tech questions and problems for us to solve. You have to be humble and open to learning new things every day. They make me feel like a Superhero when I provide resolutions! Sort of like being the “Lifeline” option on the TV game show “Who Wants to Be a Millionaire.” 

Our team is small but mighty. It’s probably the smallest call center I’ve worked for. Everyone manages their workload, respects each other, and has fun! 

Any advice you like to share when it comes to learning new technology?

Be curious and allow yourself to explore like young children do. They do not judge themselves and are willing to play around until they figure out new devices.  

I often encourage callers to give themselves grace. Don’t beat yourselves up when you get stuck! Regardless of how tech savvy someone may be, we all had to start somewhere. We are ALL trying to keep up with the rapid advances in technology.  

What are some of your passions outside of work? 

I’m a big sports fan with basketball being my favorite sport. Go Cavs!!! Super proud of the Cleveland Cavaliers this season. They have a solid team who could win the National Championship! Honestly, I can find enjoyment in watching any sport. 

What does “aging with attitude” mean to you? 

It means it’s never too late to live your dreams! 

YOUR TURN

What tech issues did the Senior Planet hotline help you with?

Pam Hugi is Senior Planet’s Community and Advocacy Manager. Based in Brooklyn, she is a contributing writer for this site.