QAlert Learning Process

Our learning process for QAlert includes training administrators, call takers, and responders.

Administrators & Required Training

An administrator is a person who is in charge of maintaining your QAlert user list and the access each user has within the product. Your admin team of approximately three people may include your project manager, and/or a member of constituent services.

In places where a 311 call center is operational, the call center manager and an assistant or two often join an IT person or member of constituent services on the administrative team.

Training includes:

  • Discussions/webinars and Q & A of features to consider activating.
  • Online sessions with instruction on how to maintain the features of QAlert.

Prerequisite Training

There are many levels to learning, and when you work with us, we guide you through a process that's meant to help you more easily grasp the new software and processes you're going to put into place. This is part one.

To eliminate the "fear factor" of sitting down to work with a software program you've never heard of or seen, we have developed brief videos to give you some background prior to your onsite or cooperative session.

Prerequisite Requirements

  • Watch a 3-minute video describing QAlert and its benefits to you. Complete the quiz within the video.
  • Based on your role - call taker or responder - watch two more 90-second videos. Complete a short quiz.

User Training

Online user training is optimal for up to 12-14 users per session, and we hold up to three two-hour sessions in a day, by role, or point of entry into QAlert. Sessions are held via Zoom Webinar.

  • Call Center entry – those who will mostly field calls, such as 311 operators or main switchboard contacts, receptionists, administrative assistants, for example, or those who need to see everything, such as constituent services or the mayor or city manager.
  • Service Request Tab entry – those who are responsible, first and foremost, for entering activities and resolving/closing issues. Also covers request entry.

All sessions are interactive with games and exercises designed to enhance retention. 

Follow-Up Training

Over the course of the month following your sessions, we'll email your users to help retention and understanding. Users completing all phases of training earn a QAlert certification as a call center user or responder. Follow-up training includes:

  • E-mail messages making users aware of follow-up e-learning classes that lead to certification and possible CEU credits.
  • A one-hour Q & A webinar a week after your last learning session for any users wishing to attend.
  • One to two email messages reminding users of key features they may want to consider using, with links to the appropriate help videos.
  • 20-minute, 1-on-1 videoconferencing/screensharing sessions for anyone requesting one.
  • Access to QScend Academy instructional videos and certification courses for the next year.


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