Operator Training, Resources, and Support

Welcome to the Heartsaver Direct™ Operator Portal.

This portal provides certified operators with the training, tools, and documentation needed to successfully deploy and manage a Heartsaver Direct station.

---

⚠️ If you are not yet certified as an operator, please contact NIHE before proceeding.

�� Need help? Contact NIHE Support

---

�� SECTION 1 — START HERE

New Operators: Begin Your Training

If you are setting up or managing a Heartsaver Direct station, complete the Operator Certification Course first.

---

�� Operator Certification Course

This course covers:

• Program overview and system structure
• Deployment models and use cases
• Station setup and operation
• Student flow and experience
• Troubleshooting and escalation
• Documentation and compliance

---

�� Start Operator Certification Course →
(Link to your course platform)

---

�� SECTION 2 — QUICK START GUIDE

Get Your Station Ready

Follow this checklist to prepare your station for operation:

---

�� Initial Setup Checklist

• Confirm station delivery and inspect equipment
• Plug in and power on the station
• Verify system readiness
• Confirm internet connectivity (if applicable)
• Test system functionality
• Confirm access to student support resources
• Review troubleshooting procedures

---

�� Download Full Deployment Checklist (Appendix F)

---

�� SECTION 3 — STUDENT FLOW

How Learners Use the System

All operators should understand and be able to explain the student process clearly.

---

�� Standard Student Flow

1. Complete the AHA online course
2. Schedule or arrive for skills session
3. Follow on-screen and voice-guided instructions
4. Complete skills verification
5. Receive AHA eCard

---

�� Student Support (Important)

Students should FIRST use the official AHA support portal:

�� Heartsaver Direct Learner Support Portal

• Includes live chat support
• Step-by-step assistance
• Troubleshooting guidance

---

�� If unresolved, escalate per NIHE support process.

---

�� SECTION 4 — DAILY OPERATION

Operating the Station

---

�� Before Each Session

• Ensure station is powered on
• Confirm equipment is clean and ready
• Verify system functionality
• Confirm access codes are available

---

�� During Operation

• Monitor station availability
• Assist only when necessary
• Direct students to AHA support first

---

�� After Sessions

• Clean equipment
• Check for errors or issues
• Log any incidents
• Prepare for next users

---

�� SECTION 5 — TROUBLESHOOTING & ESCALATION

Handle Issues the Right Way

---

�� Step 1 — Student Uses AHA Support

Always direct students to the AHA support portal first.

---

�� Step 2 — Operator Basic Troubleshooting

• Restart station if needed
• Check power and connections
• Verify system status
• Confirm student completed online course

---

�� Step 3 — Escalate to NIHE

Contact NIHE if:

• Technical issues persist
• Equipment malfunction occurs
• System errors cannot be resolved
• Safety concerns arise

---

�� Contact NIHE Support

---

�� SECTION 6 — DOCUMENTATION & COMPLIANCE

Maintain Accurate Records

Operators are responsible for maintaining proper documentation.

---

�� Required Records

• Deployment checklist
• Incident logs
• Equipment verification records
• Code usage tracking

---

�� Download Forms & Logs (Appendices A–F)

---

�� SECTION 7 — APPENDICES & DOWNLOADS

Field Resources

---

�� Appendix A — Student Quick Flow Sheet

Includes QR code for AHA support portal

�� Download Appendix A

---

�� Appendix B — Quick Troubleshooting Guide

Common issues and solutions

�� Download Appendix B

---

�� Appendix C — Equipment Verification Sheet

Routine checks and maintenance

�� Download Appendix C

---

�� Appendix D — Incident Log

Track issues and actions taken

�� Download Appendix D

---

�� Appendix E — Code Tracking Sheet

Monitor usage and inventory

�� Download Appendix E

---

�� Appendix F — Deployment Checklist

Step-by-step setup and readiness

�� Download Appendix F

---

�� SECTION 8 — BEST PRACTICES

Operate at a High Standard

• Keep station clean and professional
• Ensure consistent learner experience
• Do not bypass AHA processes
• Maintain accurate documentation
• Address issues promptly

---

�� Your role is critical to maintaining quality and compliance.

---

�� SECTION 9 — SUPPORT

We’re Here to Help

---

�� NIHE Support

• Operational questions
• Deployment guidance
• Troubleshooting assistance

�� Contact NIHE

---

�� AHA Learner Support

For student issues:

�� Access AHA Learner Support