upskill-event-manager/docs/MASTER-TRAINER-USER-GUIDE.md

# HVAC Master Trainer User Guide

**Version**: 2.0.0  
**Last Updated**: August 28, 2025  
**Audience**: HVAC Master Trainers  
**Platform**: HVAC Community Events

## Executive Summary

As a Master Trainer, you have administrative oversight of the HVAC Community Events platform. This role combines trainer capabilities with administrative functions for managing the trainer community, approving registrations, coordinating communications, and maintaining platform integrity.

## Table of Contents

1. [Role Overview](#role-overview)
2. [Master Dashboard](#master-dashboard)
3. [Trainer Management](#trainer-management)
4. [Approval Workflows](#approval-workflows)
5. [Communication System](#communication-system)
6. [Announcement Management](#announcement-management)
7. [Google Sheets Integration](#google-sheets-integration)
8. [Event Oversight](#event-oversight)
9. [Reports and Analytics](#reports-and-analytics)
10. [System Administration](#system-administration)
11. [Best Practices](#best-practices)
12. [Troubleshooting](#troubleshooting)

## Role Overview

### Master Trainer Capabilities

As a Master Trainer, you have access to:

- **All Standard Trainer Features**: Create events, manage venues, generate certificates
- **Trainer Administration**: Approve/reject trainer applications, manage trainer profiles
- **Communication Management**: System-wide announcements, email templates
- **Data Management**: Google Sheets integration, bulk operations
- **Event Oversight**: View and manage all platform events
- **System Monitoring**: Access reports, analytics, and system health

### Access Levels

```
Master Trainer Role Hierarchy:
├── Administrator Functions
│   ├── Trainer Approval/Rejection
│   ├── System Announcements
│   ├── Communication Templates
│   └── Google Sheets Integration
├── Oversight Functions
│   ├── All Events Management
│   ├── Platform Analytics
│   └── Trainer Performance Metrics
└── Standard Trainer Functions
    ├── Event Creation/Management
    ├── Venue Management
    ├── Certificate Generation
    └── Training Leads
```

## Master Dashboard

### Accessing the Dashboard

Navigate to `/master-trainer/master-dashboard/` after login.

### Dashboard Components

#### 1. Quick Statistics
```
┌─────────────────────────────────────┐
│ Platform Overview                   │
├─────────────────────────────────────┤
│ • Active Trainers: 45              │
│ • Pending Approvals: 3             │
│ • Total Events: 892                │
│ • This Month's Events: 67          │
│ • Active Announcements: 2          │
└─────────────────────────────────────┘
```

#### 2. Navigation Menu
- **Dashboard**: Main overview and statistics
- **Trainers**: Manage trainer accounts
- **Pending Approvals**: Review registration requests
- **Events**: Platform-wide event management
- **Announcements**: System-wide communications
- **Communication Templates**: Email template management
- **Google Sheets**: Data synchronization
- **Reports**: Analytics and metrics

#### 3. Recent Activity Feed
- New trainer registrations
- Recent event creations
- System notifications
- Trainer status changes

#### 4. Quick Actions
- [Review Pending Approvals]
- [Create Announcement]
- [Export Data to Sheets]
- [View System Reports]

## Trainer Management

### Trainer Overview Page

Access at `/master-trainer/trainers/`

#### Features:
- **Search and Filter**: Find trainers by name, location, status
- **Bulk Actions**: Activate/deactivate multiple accounts
- **Direct Messaging**: Send individual or bulk emails
- **Profile Management**: Edit trainer information

#### Trainer Status Types:
1. **Pending**: Awaiting approval
2. **Active**: Approved and operational
3. **Suspended**: Temporarily disabled
4. **Inactive**: Permanently disabled

### Managing Trainer Profiles

#### Viewing Profiles
```
Trainer Profile Structure:
├── Basic Information
│   ├── Name and Contact
│   ├── Company/Organization
│   └── Location
├── Training Credentials
│   ├── Certifications
│   ├── Experience Level
│   └── Specializations
├── Activity History
│   ├── Events Created
│   ├── Certificates Issued
│   └── Last Login
└── Administrative Notes
    ├── Approval History
    ├── Support Tickets
    └── Internal Comments
```

#### Editing Trainer Information

1. Navigate to trainer profile
2. Click "Edit Trainer" button
3. Modify required fields:
   - Contact information
   - Certification status
   - Account permissions
   - Training categories
4. Save changes with audit log entry

## Approval Workflows

### Registration Review Process

Access pending approvals at `/master-trainer/pending-approvals/`

#### Review Steps:

1. **Initial Screening**
   - Verify completeness of application
   - Check certification validity
   - Review company information

2. **Background Verification**
   - Validate professional credentials
   - Check training experience
   - Verify insurance coverage (if required)

3. **Decision Actions**
   - **Approve**: Activate account and send welcome email
   - **Request More Info**: Send clarification request
   - **Reject**: Deny with reason and notification

#### Approval Interface

```
┌─────────────────────────────────────────┐
│ Pending Approval: John Doe             │
├─────────────────────────────────────────┤
│ Submitted: August 25, 2025             │
│ Company: HVAC Pro Services             │
│ Location: Austin, TX                   │
│                                         │
│ Credentials:                            │
│ • NATE Certified                       │
│ • EPA Section 608                      │
│ • 10 years experience                  │
│                                         │
│ [Approve] [Request Info] [Reject]      │
└─────────────────────────────────────────┘
```

### Approval Best Practices

1. **Respond Within 48 Hours**: Maintain quick turnaround
2. **Document Decisions**: Add notes for future reference
3. **Consistent Standards**: Apply criteria uniformly
4. **Clear Communication**: Provide specific feedback on rejections

## Communication System

### Communication Templates

Access at `/master-trainer/communication-templates/`

#### Template Types:

1. **Welcome Messages**: New trainer onboarding
2. **Approval Notifications**: Account status updates
3. **Event Reminders**: Upcoming training notifications
4. **System Updates**: Platform announcements
5. **Marketing Communications**: Promotional content

#### Creating Templates

```html
Template Structure:
- Name: Internal identifier
- Subject: Email subject line
- Category: Template type
- Variables: Dynamic content placeholders
  • {trainer_name}
  • {event_title}
  • {event_date}
  • {venue_name}
  • {registration_link}
```

#### Template Editor Features:
- Rich text formatting
- Variable insertion
- Preview mode
- Test send functionality
- Version history

### Sending Communications

#### Individual Messages
1. Navigate to trainer profile
2. Click "Send Message"
3. Select template or compose custom
4. Preview and send

#### Bulk Communications
1. Go to Communication Center
2. Select recipient criteria:
   - All active trainers
   - Regional groups
   - Certification types
   - Activity levels
3. Choose template
4. Schedule or send immediately

## Announcement Management

### Creating Announcements

Access at `/master-trainer/manage-announcements/`

#### Announcement Types:

1. **System Notices**: Platform updates, maintenance
2. **Training Updates**: New requirements, procedures
3. **Community News**: Events, achievements
4. **Urgent Alerts**: Time-sensitive information

#### Announcement Creation Process:

```
Step 1: Basic Information
├── Title (required)
├── Category
├── Priority Level
└── Display Duration

Step 2: Content
├── Message Body (rich text)
├── Call-to-Action (optional)
├── Link URL (optional)
└── Attachments (optional)

Step 3: Targeting
├── All Users
├── Trainers Only
├── Specific Regions
└── Custom Criteria

Step 4: Scheduling
├── Immediate
├── Scheduled Date/Time
└── Recurring (optional)
```

### Managing Active Announcements

- **Edit**: Modify content while live
- **Pause**: Temporarily hide announcement
- **Delete**: Permanently remove
- **Analytics**: View engagement metrics

## Google Sheets Integration

### Setup and Configuration

Access at `/master-trainer/google-sheets/`

#### Initial Setup:
1. Authorize Google Account
2. Select or create spreadsheet
3. Map data fields
4. Configure sync schedule

#### Available Data Exports:

```
Exportable Data Sets:
├── Trainer Directory
│   ├── Contact Information
│   ├── Certification Status
│   └── Activity Metrics
├── Event Catalog
│   ├── Event Details
│   ├── Registration Numbers
│   └── Venue Information
├── Certificate Records
│   ├── Issued Certificates
│   ├── Attendee Information
│   └── Completion Dates
└── Analytics Reports
    ├── Monthly Summaries
    ├── Regional Breakdowns
    └── Performance Metrics
```

### Synchronization Options

#### Manual Sync
- Click "Sync Now" button
- Select data types
- Review changes preview
- Confirm synchronization

#### Automated Sync
- Daily: 2:00 AM EST
- Weekly: Sunday midnight
- Monthly: First day of month
- Custom schedule available

### Data Management Best Practices

1. **Regular Backups**: Export before major changes
2. **Field Validation**: Ensure data consistency
3. **Access Control**: Limit sheet permissions
4. **Version Control**: Track spreadsheet changes
5. **Data Privacy**: Follow GDPR/compliance requirements

## Event Oversight

### Platform Event Management

Access all events at `/master-trainer/events/`

#### Event Management Capabilities:

1. **View All Events**: Platform-wide visibility
2. **Edit Any Event**: Modify details as needed
3. **Cancel Events**: With notification system
4. **Transfer Ownership**: Reassign to different trainer
5. **Quality Control**: Ensure standards compliance

#### Event Monitoring Dashboard

```
Event Overview:
├── Upcoming Events (Next 30 Days)
│   ├── By Region
│   ├── By Trainer
│   └── By Topic
├── Event Performance
│   ├── Registration Rates
│   ├── Completion Rates
│   └── Satisfaction Scores
└── Issues & Flags
    ├── Low Registration
    ├── Missing Information
    └── Compliance Concerns
```

### Event Quality Standards

#### Review Criteria:
- Complete event descriptions
- Accurate venue information
- Proper categorization
- Reasonable pricing
- Clear learning objectives
- Valid certification offerings

## Reports and Analytics

### Available Reports

Access at `/master-trainer/reports/`

#### 1. Trainer Performance Reports
```
Metrics Included:
• Events hosted
• Attendee numbers
• Completion rates
• Satisfaction ratings
• Revenue generated
• Certificate issuance
```

#### 2. Platform Analytics
```
System Metrics:
• User growth trends
• Event creation rates
• Geographic distribution
• Popular training topics
• Peak activity periods
• Platform engagement
```

#### 3. Financial Summaries
```
Financial Data:
• Revenue by trainer
• Revenue by region
• Payment processing
• Refund rates
• Outstanding balances
```

### Custom Report Builder

1. Select data source
2. Choose metrics
3. Apply filters:
   - Date range
   - Region
   - Trainer
   - Event type
4. Select format:
   - Table view
   - Chart/graph
   - CSV export
   - PDF report

### Report Scheduling

- Daily summaries
- Weekly performance
- Monthly comprehensive
- Quarterly reviews
- Annual reports

## System Administration

### Platform Settings

#### Configuration Areas:

1. **Registration Settings**
   - Approval requirements
   - Required fields
   - Verification processes

2. **Communication Preferences**
   - Email frequency
   - Notification types
   - Template defaults

3. **Event Defaults**
   - Categories
   - Pricing tiers
   - Capacity limits

4. **Security Settings**
   - Password requirements
   - Session timeouts
   - Two-factor authentication

### User Role Management

```
Role Hierarchy:
├── Administrator (WordPress)
├── Master Trainer
│   ├── Full platform access
│   ├── Administrative functions
│   └── All trainer capabilities
├── Trainer
│   ├── Event management
│   ├── Venue management
│   └── Certificate generation
└── Participant
    ├── Event registration
    └── Certificate viewing
```

### Maintenance Tasks

#### Regular Maintenance:
- Database optimization (monthly)
- Cache clearing (weekly)
- Log file review (daily)
- Backup verification (daily)
- Security updates (as needed)

#### Troubleshooting Tools:
- System health monitor
- Error log viewer
- Debug mode toggle
- Performance profiler
- Database query analyzer

## Best Practices

### Administrative Excellence

1. **Consistent Communication**
   - Regular platform updates
   - Clear policy communication
   - Timely response to inquiries

2. **Fair and Transparent Processes**
   - Documented approval criteria
   - Consistent decision-making
   - Clear appeals process

3. **Data Integrity**
   - Regular data validation
   - Accurate record keeping
   - Proper backup procedures

4. **Community Building**
   - Foster trainer collaboration
   - Recognize achievements
   - Facilitate knowledge sharing

5. **Continuous Improvement**
   - Gather feedback regularly
   - Implement suggestions
   - Monitor platform metrics

### Security Best Practices

1. **Access Control**
   - Use strong passwords
   - Enable two-factor authentication
   - Regular permission audits

2. **Data Protection**
   - Encrypt sensitive data
   - Limit data access
   - Follow privacy regulations

3. **Audit Trails**
   - Log administrative actions
   - Review logs regularly
   - Maintain compliance records

## Troubleshooting

### Common Issues and Solutions

#### Trainer Account Issues

**Problem**: Trainer cannot log in
```
Solutions:
1. Check account status (not suspended)
2. Verify email address
3. Reset password
4. Clear browser cache
5. Check login attempts log
```

**Problem**: Missing trainer permissions
```
Solutions:
1. Verify role assignment
2. Check capability settings
3. Review user meta data
4. Refresh permissions cache
```

#### Event Management Issues

**Problem**: Events not displaying
```
Solutions:
1. Check event status (published)
2. Verify date settings
3. Review category assignments
4. Check visibility settings
```

**Problem**: Registration not working
```
Solutions:
1. Verify payment gateway
2. Check capacity limits
3. Review form settings
4. Test registration process
```

#### Communication Issues

**Problem**: Emails not sending
```
Solutions:
1. Check SMTP settings
2. Verify email queue
3. Review spam filters
4. Test email delivery
5. Check server logs
```

### Getting Support

#### Support Channels:
1. **Documentation**: Check user guides first
2. **Help System**: In-platform assistance
3. **Support Tickets**: For complex issues
4. **Emergency Contact**: Critical problems only

#### Information to Provide:
- User account affected
- Steps to reproduce issue
- Error messages (exact text)
- Browser and device info
- Screenshots if applicable
- Time and date of occurrence

### Emergency Procedures

#### Critical System Issues:
1. Document the issue immediately
2. Notify system administrator
3. Implement temporary workaround
4. Communicate with affected users
5. Follow incident response plan

#### Data Loss Prevention:
1. Stop current operations
2. Do not attempt recovery without backup
3. Contact technical support
4. Document all actions taken
5. Review backup restoration procedures

---

## Quick Reference

### Essential URLs

```
Master Trainer Areas:
/master-trainer/master-dashboard/ - Main dashboard
/master-trainer/trainers/ - Trainer management
/master-trainer/pending-approvals/ - Review registrations
/master-trainer/events/ - All events
/master-trainer/announcements/ - View announcements
/master-trainer/manage-announcements/ - Create/edit
/master-trainer/communication-templates/ - Email templates
/master-trainer/google-sheets/ - Data export
```

### Keyboard Shortcuts

```
Dashboard Navigation:
Alt + D - Dashboard
Alt + T - Trainers
Alt + A - Approvals
Alt + E - Events
Alt + C - Communications
Alt + R - Reports
```

### Common Tasks Checklist

**Daily Tasks:**
- [ ] Review pending approvals
- [ ] Check system notifications
- [ ] Monitor active events
- [ ] Review error logs

**Weekly Tasks:**
- [ ] Send trainer newsletter
- [ ] Review performance metrics
- [ ] Update announcements
- [ ] Export data to Google Sheets

**Monthly Tasks:**
- [ ] Generate comprehensive reports
- [ ] Review trainer performance
- [ ] Update documentation
- [ ] Conduct system audit

---

*This guide is maintained by the HVAC Community Events platform team. For updates or corrections, please contact system administration.*

**Document Version**: 2.0.0  
**Last Review**: August 28, 2025  
**Next Review**: September 28, 2025