Training

Initial training is set up based on the implementation planning done by the Agency Implementation Committee and your KaleidaCare Account Manager. Once the implementation process is finalized, your Account Manager will complete a training outline (either by teleconference or on-site).

Based on the individual agency’s needs, training might be done by user type, functionality, or program. It is strongly recommended that the initial training be held in a computer lab setting, so that trainees get the maximum hands-on benefit from using the software.

The cost of this training is included in your implementation fee. In conjunction with the quarterly-advanced training sessions, KaleidaCare also provides quarterly advanced training sessions for all customers. These quarterly trainings are designed for System Administrators, key staff or other systems experts to provide refresher training or a more in-depth training on new features, functionality and problem solving. KaleidaCare also provides agency-specific ongoing training packages both in Austin or on-site.

KaleidaCare also hosts a quarterly User Group conference for all users. This conference is designed to review newly-released features, discuss future projects, and hear from industry subject matter experts. We facilitate breakout sessions where agencies have the opportunity to contribute knowledge and expertise into the design and requirements of different projects for the system. Agencies also have the ability to network to learn and give each other feedback on how they use the system and share best practices. We have found this process extremely beneficial to all our users and our staff.

Support

A hallmark of KaleidaCare is the use of Licensed Masters-level Social Workers in the development, deployment and support of our system.

KaleidaCare’s Account Managers have an intimate knowledge of how our solution works and what your organization is trying to accomplish. Their education and agency background, along with extensive training on our solution makes them uniquely qualified to understand the information needs of your organization and system users. Your agency has a KaleidaCare Account Manager who is dedicated to your agency’s on-going success in using the KaleidaCare Solutions system.

On-going support consists of two areas: phone support and email feedback support.

Your Account Manager is available by phone from 8:00 a.m.-5:30 p.m. (CT) to answer any questions, concerns or problems that any users within your agency is having with the system. More frequently, users find the system “feedback” button is the fastest and easiest way to submit questions, comments, problems or suggestions to our KaleidaCare staff. Account Management monitors and tracks all feedback submitted. Over 90% of all feedback issues are resolved within 48 hours.