Behind every strong HMIS implementation are the people who support its users — the trainers, helpdesk staff, and data admins who make sure the system works for everyone. User support isn’t just about answering tickets; it’s about building user confidence, preventing errors, and ensuring that the data entered into HMIS is accurate and reliable.

This course provides a complete playbook for supporting HMIS users effectively. You’ll learn best practices for onboarding and training, strategies for troubleshooting common issues, and ways to balance technical support with empathy and patience. You’ll also explore how AI tools can be leveraged to enhance support — from creating user-friendly training materials to assisting with troubleshooting workflows — while staying mindful of ethical considerations around privacy, accuracy, and accountability.

By the end, you’ll have the tools to create better user experiences, stronger data quality, and a culture of support across your HMIS implementation.

What You’ll Learn

• The role of support staff in maintaining system success
• Best practices for onboarding and training HMIS users
• Common user challenges and how to troubleshoot them effectively
• Communication strategies that build confidence and reduce frustration
• How to document support requests for consistency and accountability
• Tips for preventing issues through proactive training and outreach
• How to responsibly use AI for user support, training materials, and troubleshooting
• Strategies to balance technical accuracy with user-centered support