My aged parents both bought the Shield EZ pistols (coincidentally, they’ve been divorced for decades, and live 1,000 miles apart, and don’t speak - Mom got a .380, Dad got a 9). My dad is a retired martial artist instructor, yet NEITHER of them can manage to hold down the grip safety reliably while they try to fire the pistol.
A cottage industry exists to produce 'enhanced' 1911 grip safeties. They are not designed to help people who lack strength; the force needed to depress a grip safety is minimal. Instead, those grip safeties are designed for people whose hands are not shaped to naturally fully depress a grip safety.
While a Shield EZ grip safety is hinged at the bottom rather than at the top like a 1911 grip safety, the same concepts apply. And some people's hands are simply not shaped in such a way that they readily engage and depress the EZ's grip safety.
It is unfortunate the Shield EZ grip safety does not fit your parents' hands well. NDZ makes 'enhanced' EZ grip safeties and several individuals 3D print replacements. A replacement grip safety might solve your parents' problem with the EZ, or they may determine the EZ is simply not a suitable design for them.