‘I’m Grateful for Them’: How a New Program Helps Homeless Veterans Connect to Lifechanging Technology
When Daniel Marquez Oliden was a kid, he’d help his beloved grandma learn new technology. “I was always teaching her how to do things, like use a VHS player,” he said.
Now, Oliden spends his days providing the same support for homeless and formerly homeless Veterans on the West Los Angeles VA Medical Center campus.
As a Telecommunications Specialist with VA’s Homeless Virtual Health Resource Center (HVHRC), Oliden assists Veterans in setting up smartphones, accessing VA Video Connect for online appointments, creating email accounts, connecting TVs in their new apartments, and almost anything else they may need help with.
“A lot of these Veterans don’t have the luxury of having a smartphone or knowing how to access a website for benefits or income,” said Oliden. “Technology used to be just an accessory; now you need to use it to do everything. We’re here to help bridge that technology gap.”
“Each and Every One of Us Genuinely Cares”
Starting in 2020, VA’s Homeless Programs Office started issuing cell phones to homeless Veterans to help them access vital resources. This, along with the growing use of VA Video Connect, sparked a need to educate patients on tech issues.
Social Worker Angira Jhaveri, who has years of experiencing working with homeless programs at GLA including Homeless Patient Aligned Care Team, the Domiciliary and HUD-VASH, was tasked with helping to start up HVHRC in 2022. Oliden was hired in 2023, and Jhaveri said he’s been “amazing” in helping to grow the program.
“We started doing pop ups,” said Jhaveri. “Daniel and I would show up at community events, outreach events, Center for Development & Civic Engagement events, and provide technical support and assistance to Veterans and their families.”
The team has grown since. Oliden now works alongside two Peer Specialists and a Program Support Assistant. “As a group, each and every one of us genuinely cares about helping these Veterans,” said Oliden.
Army Veteran Anthony Robinson, who lives in an apartment on the West Los Angeles VA Medical Center campus, was having issues with his phone and didn’t know where to turn.
“I called Daniel and he showed up that same day,” said Robinson. “Daniel helped me with my phone. He connected me with all of the apps that I need to keep me mentally stable, the mindfulness app and the ones that focus on keeping you sober. He walked me through the steps of setting up the apps because I didn’t know anything about what I was doing with the technology.”
Robinson credits both Oliden and Oliden’s colleague, Peer Specialist George Hill, for helping him with both his phone and the TV in in his apartment.
Oliden says he tries to do whatever he can to make sure the Veterans he serves overcome their tech issues. Sometimes that means visiting multiple times, training a Veteran’s caregiver, or confronting frustrating situations together.
“Technology issues can fluster the Veterans a little bit,” said Oliden. “I let them know I’m here to help you. If I didn’t love my job, I wouldn’t be here struggling with you.”
He also added that TV and music can be an often-overlooked form of support for Veterans. For one Veteran he recently assisted, watching Rams and Lakers games was therapeutic. Oliden helped him get his TV connected, and the Veteran was deeply grateful.
“For me it’s a form of God showing me that part of the reason why I’m on this planet is to help others,” said Oliden.
Meeting Veterans Where They Are
Every second Thursday of the month, the HVHRC team visits Care, Treatment, and Rehabilitative Services, where 135 homeless Veterans live in individual, climate-controlled shelters on the West LA VA Medical Center campus, to assist those on site with their tech needs.
They also reach Veterans by setting up tables at different gatherings including the annual Stand Down, the largest annual event serving unhoused and at-risk Veterans and their families.
Robinson said that the team has showed him how to do a lot of things around technology, and he’s thankful.
“I’m carrying that knowledge with me now and using it daily,” he said. “I'm grateful for them and I know they will be there for me if I need them again.”
Cell phones and other technologies can help Veterans stay connected or even reconnect with family and friends, said Jhaveri, often leading to meaningful discussions that can shift a Veteran’s outlook or perspective.
“One of the things with Veterans, they really have a sense of community even when they’re on the streets. If you change the people (environment) these Veterans are hanging out with and talking to, their behavior and outlook can change too,” she said.
The HVHRC team hopes to do even more in the future, including branching out to other areas across the greater Los Angeles area. Currently they’re working on putting together a group to help Veterans how to access their social security information online, said Jhaveri.
“One thing I’ve always loved about VA is Veterans are super appreciative of the help we provide,” said Oliden. “For me that’s very fulfilling. It fills my soul up.”
Veterans in need of technology assistance can call 310-478-3711 ext. 46333, or walk in to Building 257, Room 131D at West LA VA Medical Center from 8 a.m. to 4 p.m. Monday through Friday.
*Communications Specialist Cara Deptula, Office of Strategic, Facility & Master Planning, assisted with interviews for this report.