Empowering older adults through lifelong learning
Scaling community education and caregiver support at a global level
Lifelong learning and community education are at the heart of the mission at Presbyterian Senior Services (PSS). By strengthening the capacity of older New Yorkers, their families, and their communities, PSS ensures that older adults have the tools they need to thrive. Central to this mission is the Life! University program, a comprehensive educational initiative designed to foster growth, connection, and resilience.
Since implementing the CYPHER platform, PSS has successfully transitioned from localized, one-off programming to a thriving global learning community. The platform has allowed PSS to scale its reach beyond New York to learners across North America, providing multilingual access and a centralized "home base" for both live and self-guided education. This digital transformation has deepened learner retention and extended the long-term impact of PSS’s vital community resources.
“Through CYPHER we have been able to build a community of learners for people who need it most.”
INDUSTRY
Nonprofit
COMPANY SIZE
Medium (1,001 - 10,000 learners)
HEADQUARTERS
New York, US
The challenge
- One-off courses made long-term engagement difficult
- Reach was limited to English-speaking audiences in New York
- No centralized "home base" for learners to access materials post-event
Before adopting CYPHER, PSS faced significant hurdles in sustaining learner engagement. Most educational offerings were one-time events, making it nearly impossible to foster a true sense of community or encourage continued learning once a session ended. Learners had no way to track their history or revisit materials, leading to lower retention rates.
Geographic and linguistic barriers also limited the organization's impact. Programming was largely restricted to New York–based audiences and was offered exclusively in English. This made it difficult for PSS to scale its mission or support older adults in diverse communities who spoke other languages or lived outside the immediate region.
Internally, the organization lacked a unified system for staff development. This led to a heavy reliance on external vendors for training, which increased operational costs and made it difficult to maintain a consistent organizational culture. PSS needed a scalable solution that could serve both their diverse clientele and their internal team effectively.
“Many of our offerings were one-off courses, which made it difficult to sustain long-term learner engagement or foster a true community of learners.”
The solution
- Centralized "home base" for on-demand and live learning
- Multilingual translation tools for global accessibility
- Automated messaging and reminders to boost attendance
CYPHER addressed these pain points by providing a centralized digital hub where learners can access over 300 courses across 11 distinct categories. The platform allows participants to review their course history, engage in community forums, and access materials at their own pace. This shift from ephemeral events to a permanent learning environment has fundamentally changed how PSS interacts with its community.
The school utilized CYPHER’s built-in translation tools to break down language barriers, enabling a rapid expansion into new markets across the United States and Canada. To manage this growth, PSS leveraged automation features, such as integrated Zoom tracking and automated reminders. These tools keep learners connected to live sessions and significantly reduce the administrative burden on staff.
One unexpected benefit was the impact of the CYPHER Agent on internal operations. The L&D team used the AI-driven tool to curate specialized training for staff and create content for external presentations. This has allowed PSS to bring more training in-house, reducing vendor costs while ensuring that staff members are equipped with the skills needed to support their aging clients.
“CYPHER’s forums create space for learners to ask questions and share insights, fostering a stronger sense of community and improving long-term retention.”
The results
- Learner membership grew to 1,500 in approximately one year
- Average of 75–150 new learners joined every month
- 92% CSAT on community and knowledge center content
The results of the CYPHER implementation have been transformative for PSS. In just over a year, Life! University membership surged to nearly 1,500 learners, with consistent month-over-month growth. Live sessions now average 20 participants, with high-demand weekly courses attracting up to 80 learners. This increased volume has been supported by an e-newsletter that has grown to nearly 8,000 subscribers, further extending the organization's reach.
Beyond the numbers, PSS has seen a significant boost in learner competency. Older adults have become more fluid in navigating digital tools like Zoom and the LMS platform itself, providing them with essential technology skills for the modern world. This digital literacy, combined with courses on caregiving, financial planning, and retirement, has created a more resilient community.
The platform has also become a vital resource for health and wellness. By providing a "Knowledge Center" with articles on topics like seasonal depression and dementia prevention, PSS has created a lifeline for caregivers and seniors. The combination of structured learning and social connection has turned Life! University into more than just an LMS; it is a community hub that ensures older adults don't have to walk their path alone.
“The automated tasks of reminding learners about upcoming classes as well as tracking engagement has provided insights into our clients that we could not have gathered without CYPHER.”
Want to be featured as a CYPHER Best Practice?
We'd love to hear from you. Just click on the button and send us some quick details. Our team will be in touch soon!
