The training and support services vary based on where the 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. Face-to-face group trainings are offered at least once a year. 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.<\/p>\n
We have developed a state of the art user friendly knowledge base accessed at Support.MyHomeKeeper.org.<\/a> \u00a0 Resources available include: Paying users can submit support tickets at \u00a0Support.MyHomeKeeper.org<\/a> or by emailing support@MyHomeKeeper.org<\/a>. Our HomeKeeper Support Specialist \u00a0fields all support requests and escalates \u00a0tickets to a third-party contractor when necessary.<\/p>\n We provide limited assistance to new HomeKeeper users during the setup process. The setup process is outlined for new users\u00a0online.<\/a>\u00a0We meet with new users for a 1-hour meeting prior to installation to review their completed New User Setup survey and answer any questions. 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.<\/p>\n Once HomeKeeper has been installed, HomeKeeper users attend 1-3\u00a0 web-based orientation meeting lasting approximately 2 hours for homeownership features and an addition 1-2 web-based orientations lasting 1.5 hours for housing counseling features. Additional meetings can be scheduled up to 6 hours within the first 3 months of installation. 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<\/a>.<\/p>\n 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.<\/a><\/p>\n We host monthly \u201cOffice Hour\u201d webinar meetings where users can call in and get questions answered on the spot. We have also added \u00a0“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. \u00a0We 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.<\/p>\n In person trainings are offered at least once a year for an additional training fee. Content and frequency will be dependent on interest, level and experience of attendees. \u00a0 Training fees will be set to cover the costs of producing the training (room rental, A\/V support, internet connection, trainers).<\/p>\n 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 \u00a0for others to reference.<\/p>\n View the 2017 Training and Support Schedule<\/a><\/p>\n View the 2016 Training and Support Schedule<\/a><\/p>\n
\n\u2022\u00a0 \u00a0 \u00a0User announcements and product updates
\n\u2022\u00a0 \u00a0 \u00a0Setup and getting started instructions and orientation materials
\n\u2022\u00a0 \u00a0 \u00a0User manual with step-by-step instructions
\n\u2022\u00a0 \u00a0 \u00a0How-to guides for common tasks
\n\u2022\u00a0 \u00a0 \u00a0Recordings of trainings
\n\u2022\u00a0 \u00a0 \u00a0User Tips and Tricks
\n\u2022\u00a0 \u00a0 \u00a0Links to related third-party support, resources and products
\n\u2022\u00a0 \u00a0 \u00a0User Questions and Answers<\/p>\nIndividual Support Requests:<\/h3>\n
Setup Assistance<\/h3>\n
One-on-one orientation for new users<\/h3>\n
Purpose of the one-on-one Orientation meetings for Homeownership features<\/h4>\n
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Purpose of the one-on-one Orientation meetings for Housing Counseling features<\/h4>\n
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Training Webinars<\/h3>\n
2018 Calendar:<\/h4>\n
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Monthly Webinar \u00a0Support<\/h4>\n
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In Person Trainings<\/h3>\n
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Advanced and Custom Training<\/h3>\n