Policies & service · General/cross-cutting
What is the Lumin champion model?
Last updated 28 July 2026
A Lumin champion is a resident — or sometimes a staff member — who's comfortable with the platform and willing to help others. Champions are a deliberate part of how Lumin works in a village: they make the platform genuinely usable for residents who'd find it harder to learn from a help desk or a video tutorial.
Why champions matter
People learn technology best from people they know and trust. For most residents, a neighbour showing them how to do something on the CareHub is more useful than:
- Reading a manual
- Calling a support line
- Watching a video tutorial alone A champion can:
- Show how to make a video call by sitting next to a resident and doing one together
- Help a resident remember the steps in a way that fits how the resident thinks
- Spot when someone is struggling and offer a hand
- Pass on tips and shortcuts the community discovers It's both kinder and more effective.
Identifying champions
During Lumin deployment, our team works with the village to identify potential champions. We look for residents who are:
- Curious about the platform
- Comfortable enough with technology that the basics come quickly
- Naturally helpful and engaged with the community Village staff can also be champions, but the most effective champions tend to be residents themselves — they have the time, the social connections, and the natural authority that comes from being part of the same community. A village typically has 3–6 champions, depending on size.
Equipping champions
Lumin gives champions:
- Deeper training during deployment — they go beyond the basic resident walkthrough
- A direct line to Lumin Support for questions they can't answer themselves
- Updates on new features so they're the first to know what's available
- Recognition — being a champion is a meaningful contribution to the community Champions aren't paid, and they're not expected to be on-call. They help when they can, the way a good neighbour does.
What champions don't do
A few things to be clear about:
- Champions aren't a replacement for Lumin Support. Hard problems, faulty hardware, account-specific issues — these go to Lumin Support.
- Champions don't manage residents' accounts. They can show; they don't have admin access.
- Champions aren't responsible for emergencies. The plan-based emergency model handles that — see the emergency article. Champions help with everyday platform questions, not crisis response.
- Champions can step back any time. If a champion's circumstances change, the role isn't a burden — they simply step back.
How village staff can support champions
Staff can support the champion model by:
- Recognising champions publicly — a mention in a Community Message, a thank-you at an event
- Connecting new residents to champions — when someone moves in, an introduction to a champion in their building makes a real difference
- Communicating new features through champions first — so champions become the natural conduit
- Listening to champion feedback — they often see things staff don't, because they're in resident-to-resident conversations