HDI Certified Instructors must complete the following five steps before becoming certified:
- Attend and complete the instructor-led course you desire to deliver.
- Meet the course specific prerequisites.
- Pass the certification exam at the mastery level.
- Demonstrate instructional presentation skills.
- Submit the application to be an HDI Certified Instructor.
Step 1 - Complete the instructor-led training course you desire to deliver.
Participating in a class increases the candidate’s knowledge of both the content and the delivery of the courseware. Instructor-led courses are offered publicly each month across North America. For a complete list of scheduled courses, please visit the Course Calendar.
Candidates may take an HDI self-paced online course instead of the instructor-led course for:
- HDI Customer Service Representative (HDI-CSR)
- HDI Support Center Analyst (HDI-SCA)
- HDI Desktop Support Technician (HDI-DST)
- HDI Support Center Team Lead (HDI-SCTL)
Candidates that elect this option are expected to review the instructor resources to learn more about the instructor-led delivery once they have been certified as an instructor. HDI does recommend all candidates to take the instructor-led course if at all possible so that they may experience the delivery.
Instructor-led training is mandatory for the following courses:
- HDI Support Center Manager (HDI-SCM)
- HDI Desktop Support Manager (HDI-DSM)
- HDI Support Center Director (HDI-SCD)
- Knowledge Management Foundations: KCS Principles
Candidates need to experience the delivery of these courses in order to learn how the various interactions and activities are facilitated.
Step 2 - Meet the course-specific prerequisites.
A minimum of two years of experience in a support center or contact center and previous instructional experience is recommended for all courses. See the Course Specific Prerequisites for additional requirements.
Step 3 - Pass the certification exam at a mastery level.
For each course the candidate desires to be authorized to deliver, they must pass the related certification exam at the mastery level - which is 90%.
For courses where no certification exam currently exists, the candidate may do one of the following:
- Perform a teach-back to an HDI Certified Instructor delivering a Train-the-Trainer session (TTT) and receive a satisfactory evaluation.
- Co-teach their first delivery of a course and receive a satisfactory evaluation from the HDI Certified Instructor with whom they are co-teaching the course.
- Demonstrate existing mastery of the content through other certifications, such as ITIL Expert.
Step 4 - Demonstrate Instructional Presentation Skills.
Attend an HDI Certified Instructor course and obtain a satisfactory evaluation by the HDI Faculty Instructor. These courses are held quarterly at HDI headquarters in Colorado Springs, CO.
Candidates outside of North America who are unable to attend an HDI Certified Instructor workshop in Colorado Springs, CO may elect one of the following options:
An HDI partner or client can purchase a two-day Train-the-Trainer (TTT) session to be conducted at their facility. The TTT includes the review of a subset of content from the HDI Certified Instructor workshop and a teach-back of content from a portion of the course they desire to be authorized to deliver. For multiple candidates or multiple courses, the length may be extended. If simultaneous translation is required to deliver the course, the partner is responsible for translator fees. This will also increase the length of the course and possibly the TTT session. The daily rate will apply for additional days required.
HDI Certified Instructor Virtual Classroom Course
HDI will schedule three two-hour sessions using web-based conferencing technology to deliver a Certified Instructor course. Prior to the first session, candidates will have a one-on-one conference call with the HDI Faculty member who is delivering the virtual classroom course. Candidates should be prepared to provide a recording or webcam that demonstrates their presentation skills.
Provide HDI evidence of existing instructor certifications.
Submit to HDI a copy of instructor credentials from one of the following programs:
Step 5 - Submit the application to become an HDI Certified Instructor.
As part of this process, the candidate will be asked to:
Awarding the HDI Certified Instructor Status
Once the candidate’s credentials have been reviewed and the completion of the above steps confirmed, HDI will notify the candidate of his/her status. When awarded the HDI Certified Instructor status, the candidate will be invoiced for the first annual Certified Instructor Fee.
In order to register the candidate as an HDI Certified Instructor and to grant him/her access to the HDI Certified Instructor Resources portal and other resources, all requirements need to have been satisfied, including submitting the candidate’s contact information and bibliography to HDI.
HDI will grant the instructor access to:
- The HDI Certified Instructor’s Resources
- All HDI standards
- The HDI Support Professionals Information Network (SPIN)
- Download HDI publications such as:
- Support World, the HDI Association Magazine
- Focus Books
- The Practices & Salary Survey, an annual research report
- HDI membership resources
All instructors are expected to be knowledgeable of the best practices, good practices, and trends in the support industry, as well the activities and offerings of HDI. As part of the HDI Certified Instructor benefits, instructors will have access to publications that will help them maintain their knowledge of the industry and about HDI. Active status is required to gain access to the Certified Instructor Resources on the HDI website.