The original process can be found HERE.
As of April 28, 2025, the HMIS Team will discontinue with the LMS to provide HMIS Basic Training. HMIS Team Members are to use these instructions until a more permanent solution is established.
Important Links to Bookmark:
External Quiz Link (provided to Learners): https://forms.office.com/pages/responsepage.aspx?id=2GugXMzBMkK2Q3-ptBH1_oXAe0f77qdAoJeQ_V0bazdUNEhURlBMWFNTMDYyMEVSVjVaN1RWUEVSMC4u&web=1&wdLOR=cD20D06D0-1E21-446B-BA82-78EFB86F782E
Internal Quiz Link (to review quiz results): https://forms.office.com/pages/designpagev2.aspx?wdlor=c8E000A7B-7850-42CC-A9EC-3894343C2E83&token=565ca13207844e90922c03b47b5081dd&subpage=design&id=2GugXMzBMkK2Q3-ptBH1_oXAe0f77qdAoJeQ_V0bazdUNEhURlBMWFNTMDYyMEVSVjVaN1RWUEVSMC4u
The following process outlines (for HMIS Support Specialists) how to process training requests using both the HMIS Training Site and Freshdesk.
The process and canned responses may vary slightly depending on the training stream/program type.
Training Requested:
1. When training registration ticket/email is received, create User Account in HMIS TRAINING Site.
2. Within Freshdesk, edit the User's Freshdesk Contact Card to include the following:
- Full Name
- Work Phone #
- Company
3. Respond to registration ticket/email with related Freshdesk canned response, and ensure User Name & Password are included within body of email.
- Copy & Paste (from the body of the email) into the User's Freshdesk Contact Card the 'HMIS Notes'. These fields will be updated by an HMIS Support Specialist once the User completes Basic Training:
HMIS Notes:
Training resources sent:
EDA Program:
Quiz Results:
Part 1 completed:
Part 2 completed:
UA and FOIP Completed and attached:
Live site access granted:
4. Set the ticket/email to resolved when replying to it.
*Resolving the ticket removes it from our inbox. It is the User's accountability to ensure they complete the training.
Training Completed:
When the user has completed the training, they may reply to the original ticket/email, or they may start a new email chain/ticket.
1. Reference User's contact card (merge duplicate freshdesk contact cards if found) and complete the fields above in the Notes section.
2. Save the following documents as an attachment to each User's Freshdesk Contact Card:
- HMIS/CHF Digital Platforms User Agreement
- FOIP Certificate/Email (proof of FOIP completion)
3. Record Quiz score and audit the user's data entry in the training site
4. If all training components are complete, build User Account in LIVE Site. If not, request User complete the missing parts using the Freshdesk canned response: 'Outstanding Items for Live Accounts'.
6. Reply to the User's email using the Freshdesk canned response, 'HMIS ServicePoint LIVE Site Credentials' and fill in the blanks. Be sure to attach the HMIS Basic Training Certificate.
7. Press Send and set Ticket status to 'Resolved'.