2019 Training and Support Schedule
HomeKeeper’s training and support services vary based on where the participating program is in the enrollment process. New users receive one-on-one web-based orientation and more intensive assistance as they begin to use the system. Ongoing user support is primarily delivered through online forums and an extensive knowledge base with task specific instructions, how-to videos and other documentation as well as a formal support ticket system. We also host monthly office hours and webinar trainings. Support requests must be submitted by email or online and cannot be initiated by telephone. That said, it is possible support tickets initiated via email result in a 1-1 phone call in order to resolve the user’s issues.
Online Documentation and User Support:
We have developed a state of the art user friendly knowledge base accessed at Support.MyHomeKeeper.org. Resources available include:
• User announcements and product updates
• Setup and getting started instructions and orientation materials
• User manual with step-by-step instructions
• How-to guides for common tasks
• Recordings of trainings
• User Tips and Tricks
• Links to related third-party support, resources and products
• User Questions and Answers
Individual Support Requests:
Paying users can submit support tickets at Support.MyHomeKeeper.org or by emailing support@MyHomeKeeper.org. Our HomeKeeper Support Specialist fields all support requests and escalates tickets to a third-party contractor when necessary.
Setup Assistance
We provide assistance to new HomeKeeper users during the setup process. The setup process is outlined for new users online. We meet with new users for a 1-hour meeting prior to installation to review their completed New User Setup survey and answer any questions before installation and configuration. At that time, we also screen users organization for additional support required by the organization for data migration, custom configuration, or multi-site setup. Users interested in advanced or custom setup support are referred to third-party Salesforce.com developers familiar with HomeKeeper.
One-on-one orientation for new users
Once HomeKeeper has been installed, HomeKeeper users attend 1-3 web-based orientation meeting lasting approximately 1.5 hours each for homeownership features and an addition 1-2 web-based orientations lasting 1.5 hours each for housing counseling features. Additional meetings can be scheduled up to 6 hours within the first 3 months of installation. All orientations are recorded so users can get access to their trainings for future reference. Prior to the first meeting, users are asked to prepare for the meeting by completing setup worksheets and signing up for an account at homekeeper.zendesk.com.
Purpose of the one-on-one Orientation meetings for Homeownership features
- General orientation to HomeKeeper
- Orientation to HomeKeeper Support Forums
- Setting up historical AMI data
- Entering a complete buyer and transaction file from beginning to end
- Establish next steps for moving forward with HomeKeeper adoption
Purpose of the one-on-one Orientation meetings for Housing Counseling features
- General orientation to HomeKeeper
- Orientation to HomeKeeper Support Forums
- Setting up Agency and Housing Counselor information
- Entering a Group Education Session and registering clients for a session from beginning to end
- Entering a 1-1 Education Session and registering clients for 1-1 session topics
- Submission of 9902 report data through HomeKeeper
- Establish next steps for moving forward with HomeKeeper adoption
Training Webinars
Webinars are the primary means by which group training is offered. Webinars are scheduled at least 4 times a year and are recorded for future reference. They can be found in the members-only training forum in the Knowledge Base.
2019 Calendar:
- January 9 – Lightning user interface how-to webinar
- February 5 – 2018 HomeKeeper Recap and 2019 Roadmap
- April – Habitat for Humanity User Cohort – Date and Topic TBA
- April 25 – How to use duplicate and matching rules to clean data
- August – User Show and Tell: how to use Lightning with homeownership and housing counseling features
- September – Habitat for Humanity User Cohort – Date and Topic TBA
- November – How to create e-mail templates in Lightning
Monthly Webinar Support
We host monthly “Office Hour” webinar meetings where users can call in and get questions answered on the spot. We have also added “New User Question and Answer” sessions so that new users can get the additional support they need. The agenda is left open and the content will be based on user questions. We sometimes highlight a particular peer cohort for more in depth peer sharing.Additional written documentation is developed for the Support Forums based on questions and documentation requests that arise on these calls.
- Office Hours: 2nd week of every month
- New User Q&As: 3rd week of every month
Advanced and Custom Training
Users can request and schedule additional advanced or customized trainings either in person or via the webinar platform. We can provide an estimate to interested organizations based on anticipated prep and delivery time required. Content developed for individual trainings may be re-used or posted in or support forums for others to reference.
View the 2018 Training and Support Schedule
View the 2017 Training and Support Schedule
View the 2016 Training and Support Schedule