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 visual 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-layout 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 User

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. Typically totaling 3 90-minute sessions, these orientation meetings must be executed within 6 months of the first training session; in order to encourage familiarization of the system and retention of knowledge.

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.

2020 Calendar:

• February 5th
  2019 HomeKeeper Recap & 2020 Roadmap
• March 3rd
  Adding Apps Beyond HomeKeeper
• June 3rd
  HomeKeeper User Cohort: Running Successful Online Gatherings
• August 26th
  Telling Your Story with Data
• October 6th, 8th, 13th, 15th
  Training Institute Online: HomeKeeper Basics & Beyond
• November 12th
  Habitat HomeKeeper User Cohort
• December 8th
  Personalize Your HomeKeeper Home Page in Lightning
• Looking ahead…January 2021
  How to Clean & Correct Data for a Social Impact Report 

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 & 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: Monthly, 2nd Week
• New User Q&As: Quarterly

Advanced Support and Customized Training

Users can request and schedule advanced support or customized trainings for an additional fee.  Learn more.