Reference Guide. Place your first order and create your account.

Transcription

1 Reference Guide Plce your first order nd crete your ccount. Your ccount provides you the bility to view messges, order sttus, print results, complete requirements nd much more. Contins the list of items within your orders. Updted 12/2014 D&E 4.1

2 when getting strted with your CertifiedProfile ccount, you my need help nvigting the site or performing certin ctions. This guide is designed to not only nswer ny generl questions tht my rise, but lso to provide informtion on mnging your profile nd responding to vrious issues. getting strted How do I plce my order nd crete my CertifiedProfile ccount? From CertifiedProfile.com, enter the pckge code from your instruction form in the Plce Order box locted t the top right-hnd side of your screen. Click Go to begin the order process. A series of prompts will guide you through the rest of the process bsed on the progrm you re in. How cn I obtin my pckge code? You will hve received n instruction form from your school dministrtor contining pckge code nd brief instructions for order plcement. If you did not receive form or hve misplced it, contct our Service Desk t or visit nd click on the Contct link to submit your request online. Your pckge contins items required by your school, clinicl fcilities, nd/or the stte in which you will work or be licensed. Wht do I do if I mistkenly order the wrong pckge? If you relize during or soon fter order plcement tht you ordered the incorrect pckge, contct our Service Desk to cncel the order nd ssist you with selecting the correct pckge. If you wit longer thn few hours, we my only be ble to provide prtil refund for the items tht hve not been processed. When do I need to enter Socil Security Number (SSN)? Why do I need to provide one? Wht do I do if I do not hve one? A Socil Security Number is required in order to fcilitte bckground check. We will be unble to complete your bckground check without this essentil informtion. If you re not US citizen, enter in the SSN field. Why m I sked to provide n emil ddress? Your emil ddress will be your usernme for your CertifiedProfile ccount nd is lso the ddress where you will receive lerts nd other importnt messges. Enter n emil ddress you check frequently. Wht if my current ddress is locted outside of the US? Enter your school ddress during the order process nd your interntionl ddress in the Notes nd Specil Instructions box t the end. Is there fee for using the ccount? How long will I hve ccess to it? Is my ccount secure? You will estblish your ccount when you plce your first order. There is no fee for using your ccount nd you hve lifetime ccess. Your ccount cn only be ccessed by using the secure usernme (emil ddress) nd the personl pssword you crete. Reference Guide Pge 1

3 Getting Strted, continued: How do I plce subsequent order using different pckge code? Do I need to crete new CertifiedProfile ccount? You do not need to crete new ccount to plce new orders. Either hit Plce Order from within your ccount, or enter your new pckge code from CertifiedProfile.com. Mke sure you enter the sme emil ddress (usernme) for ll orders to link within the sme ccount. If you do plce n order under different emil ddress, contct our Service Desk to hve the orders merged with your existing ccount. Any orders you need to plce for different schools cn lso be plced from your existing CertifiedProfile ccount. Cn I plce n order over the phone? For security resons, ll orders must be plced online. Wht pyment options re vilble? You hve severl options to py for your CertifiedProfile order including: MsterCrd, Vis, Discover, debit, electronic check, nd money order. Note tht the use of electronic check or money order will dely order processing until pyment is received. A 3-instllment pyment option is lso vilble. The monthly instllment mount depends on the mount of the order. The instllment pyment includes $2.99 per instllment pyment fee. If your school is responsible for pyment of your order, school dministrtor will provide you with Personl Identifiction Number (PIN) or hint will be offered during order plcement. Cn I rush my order? Depending on your pckge, you my be sked during the order process if you wish to rush your order. Rush orders re only vilble to users pying with credit/debit crd. A rush fee only pplies to items within criminl bckground check, rushing does not impct the speed of ny other services such s drug test results or review of trcker requirements. I provided incorrect informtion (Socil Security Number, dte of birth, etc.). How do I correct it? If you provided incorrect informtion during the order process, plese contct our Service Desk s soon s possible. Every effort will be mde to correct the informtion. However, depending on the progress of your order, new order my need to be plced with the correct informtion. You my only be eligible for prtil refund. I need to ccess my CertifiedProfile ccount fter order plcement, but hve forgotten my usernme nd/or pssword. How cn I retrieve this informtion? Your CertifiedProfile usernme is the emil ddress you entered during the order process. If you re locked out of your ccount due to excessive filed ttempts to log in, visit nd ccess the Contct link to request ssistnce with your ccount settings. If you forget your pssword, simply enter your usernme (emil ddress) nd click the Forgot Pssword link. A temporry pssword will be sent to your emil ddress nd you will be sked to crete new pssword. Reference Guide Pge 2

4 mnging my ccount How do I uplod my photo? Move the mouse over the picture icon next to your nme in the top left-hnd corner of your screen. Hover over Edit Photo. You will then be given the option to uplod new photo or remove n existing photo. How do I updte my usernme/emil ddress? To updte your usernme (primry emil ddress), go to Account Settings in the top right-hnd corner of your screen. Click on Usernme (Primry Emil Address), then click Edit to the right of the current emil ddress. Enter your new primry emil ddress nd click Submit. You will receive n emil confirmtion. You must confirm the new emil ddress before you will be ble to use your new login informtion. Wht informtion goes to Messges? Under Messges, you will find importnt lerts such s confirmtion of order completion, notifictions when fxed documents hve been uploded to My Documents, nd reminders bout upcoming due dtes. Who will hve ccess to my CertifiedProfile nd order results? School dministrtors hve unique secure portl tht llows uthorized users to view list of their students nd/or fculty, view To-Do List progress, get sttus updtes, nd view finl results. The school dministrtors do not hve direct ccess to your CertifiedProfile Account. How cn I shre my informtion with others? Hover over Document Center, in the left menu, then click Shre Documents. Follow the step-by-step process to choose your recipients, select the informtion you wnt to shre, nd set how long they hve ccess to the informtion. Ech recipient will receive n emil invittion to view the shred informtion. You cn monitor the process nd see when someone hs ccessed your informtion. Cn I combine seprte documents into single PDF? Follow the step-by-step process in Build Portfolio in your Document Center to combine documents into single, esily-shred PDF. You my lso select files from My Documents within your Document Center to combine. Click on the desired document in My Documents, then click Merge (found below the document informtion) to dd the file to the merge queue. After dding ll files you wish to merge, select Merge Queue, locted in the top right-hnd corner of My Documents. Click Merge These Documents, nd new PDF will be creted nd sved in the Merged Files folder, locted within My Documents. Reference Guide Pge 3

5 completing my to-do lists Wht items cn populte in my To Do List? Ech item within your pckge will disply within your CertifiedProfile To-Do List. One or more of the items listed below my be included in your pckge. Ech item my require different ctions on your prt. Here is brief overview, with more detiled descriptions outlined lter on in this guide. Criminl Bckground Check - You will see n ornge lert icon (!) if you need to provide ny documenttion or informtion for your bckground check to be conducted. If you do not hve n lert, you do not need to do nything. After your report hs been compiled (3-5 business dys on verge) you will see View Results link for your bckground check. You cn ccess the link to view nd/or print your completed report. Drug Test (E-Chin) - You will receive registrtion form either in your emil or directly in your drug test requirement. This form will ssist you with scheduling your drug test nd finding loction with the specified lb. If you do not receive your registrtion form within 48 hours of order plcement, plese contct our Service Desk for ssistnce. Drug Test (Stndrd) Your drug test requirement will instruct you to go to your school dministrtor with your order confirmtion so tht you cn receive your drug testing order form. At tht time, either your dministrtor will provide you with the loction where you will tke your drug test, or you cn choose site from the list provided on your specified lb s website. Complince Trcker (Medicl Document Mnger) This trcker is custom list of requirements estblished by your school nd bsed on the requirements of the clinicl sites within your re. The trcker is nmed by your school nd often is specific to progrm nd cohort. You will provide documenttion or respond to specific questions in order to complete ech requirement. Fingerprint Trcker If the stte where you will be doing your clinicl rottion or employment requires Fingerprint serch, your trcker will include the steps needed to complete this requirement. Your progress will be reflected in the sttus of your trcker. Child/Adult Abuse Trcker - If the stte where you will be doing your clinicl rottion or employment requires stte buse serch, your trcker will include the steps needed to fulfill this requirement. Your progress will be reflected in the sttus of your trcker. Why is my To-Do List blnk or missing items? If you pid with n electronic check or money order, your pyment hs not yet been received. If you did not py with either of those methods, plese contct the Service Desk. If you re missing items from your to-do list, verify tht the pckge code tht displys in your CertifiedProfile order is the sme s the one provided on your instruction form. If they mtch, plese contct the Service Desk. Reference Guide Pge 4

6 bckground check Where cn I view my Bckground Check Order Confirmtion? A copy of your order confirmtion ws sent to the emil ddress you provided when you plced your order. You cn lso retrieve copy of your order confirmtion nytime by selecting Document Center, then My Documents. Click on the Bckground Check folder locted on the left side pnel; then select the document titled Confirmtion. When should I expect my bckground check to be complete? Results re usully returned within three to five business dys. Plese note tht turnround time vries bsed on the specific items in your order. If five business dys hve pssed nd you re concerned bout meeting dedline, contct the Service Desk for more informtion. Why is my bckground check tking longer thn five dys? Bckground check results re generlly returned in three to five dys. The time it tkes to complete your bckground check depends on wht is included in the pckge nd the jurisdiction(s) being serched. You my experience dely if jurisdiction requires clerk of court to conduct the reserch. Inclement wether, governmentl budgeting or stffing issues, etc. cn lso ffect the turnround time. If your bckground check hs been processing for more thn five dys, contct the Service Desk for further ssistnce. Where do I fx my relese form? If you re unble to sign your relese form (disclosure nd uthoriztion) electroniclly, you will receive notifiction in your To-Do List. Click on the ornge exclmtion point icon below your Bckground Check To-Do List nd follow the steps to submit your relese. Once you hve followed those instructions crefully, fx to How do I respond to request for dditionl informtion or clrifiction of informtion? If dditionl informtion is required, n ornge exclmtion point icon will pper below your Bckground Check To-Do List. Click on the icon to view the lert nd updte your informtion. Why does In Process pper under Records Found on my bckground check? In Process mens the bckground check is still pending. Some jurisdictions hve yet to be completed by our reserchers. How do I dispute criminl records? If criminl results were returned to you with inccurte records, click the pproprite link in the Completed Order Results notifiction in your messge center to complete the Criminl/Civil Records Dispute form. Plese llow up to 30 business dys to process your clim. Disputes re only processed on orders plced in the lst 90 dys. If you re unble to ccess the Completed Order Results messge or re hving problems with the Criminl/Civil Records Dispute form, contct the Service Desk for ssistnce. Reference Guide Pge 5

7 Bckground Check continued: Why re there incorrect ddresses on my bckground check? Occsionlly, your results my include county in which you hve not lived. This cn hppen when your ddress is cross-referenced with spouses, ex-spouses, lon co-signers, roommtes, etc. nd if you received mil t n ddress for period of time but did not live t tht ddress. To dispute chrges ssocited with dditionl ddresses, click the pproprite link in the Completed Order Results notifiction locted in your messge center. Disputes re only processed on orders plced in the lst 90 dys. Refunds re only given for counties contining no criminl records. If you re unble to ccess the Completed Order Results notifiction locted in your messge center, contct the Service Desk for ssistnce. How do I get copy of my bckground check results? When your bckground check is complete, you will receive completed results notifiction. This messge will be vilble in your CertifiedProfile Messge Center. The messge llows you to view PDF of the results nd provides ccess to the criminl record dispute form. You cn lso click View Results from within your Bckground Check To-Do List. Your bckground check results re stored in your Document Center. Select My Documents from the left-side nvigtion menu nd then, select Bckground Check. drug test Where do I view instructions on how to complete my drug test? Go to your To-Do List nd to the left of the Drug Test item click on the blue plus sign for the steps required to complete the process. How do I locte collection site nd schedule my ppointment? Drug Test (E-Chin) - You will receive registrtion form either in your emil or directly in your drug test requirement. This form will ssist you with scheduling your drug test nd finding loction with the specified lb. We conduct registrtion every dy Sundy-Fridy. If you do not receive your registrtion form within 48 hours of order plcement, plese contct our Service Desk for ssistnce. Depending on the lb, we will either provide you with list of collection sites in or round your current resident (entered during the order process) or will give you the link to the lbortory website nd instructions on finding collection site. It is your responsibility to schedule your ppointment with the collection site nd provide your unique registrtion code nd picture ID. Drug Test (Stndrd) - Your drug test requirement will instruct you to go to your school dministrtor with your order confirmtion so tht you cn receive your drug testing order form. At tht time, either your dministrtor will provide you with the loction where you will tke your drug test, or you cn choose site from the list provided on your specified lb s website. You will then schedule your ppointment, following the instructions provided for you. On the ppointment dy, bring your picture ID nd your drug testing order form. Reference Guide Pge 6

8 Drug Test continued: It s been 48 hours. Why hve I not received my drug test registrtion emil? Check your spm/junk folders. Check your To-Do List Drug Test item nd click on the blue plus sign to expnd the informtionl text. If you cnnot locte the emil or do not hve the registrtion informtion within your ccount, contct the Service Desk to be re-registered. Wht if there is not collection site ner me? If your school is set up for electronic registrtion nd we do not provide you with n option within 50 miles of your current ddress, plese contct our Service Desk. We my be ble to find site closer to your school or ssist you in finding privte collection site tht hs n greement with one of our lbs. How do I complete my drug test if I m instructed to see my school dministrtor within the Drug Test instructions? If your school is locted in more rurl prt of the country, you my be directed to see your school dministrtor to get pper chin of custody form, in lieu of being registered electroniclly. This form will direct you to privte collection fcility. How long does it tke for results to be returned? Negtive results re typiclly vilble within 3-5 business dys fter completing your test. Results my be sent on to our Medicl Review Officer (MRO). Results processed vi n MRO my tke longer to be returned. My test results sy I m positive, but I hve prescription. Wht do I do? All non-negtive tests re sent to Medicl Review Officer (MRO) for further review. The MRO will contct you for n interview; minimum of three contct ttempts will be mde over two-dy time period. The MRO will request written documenttion for ny prescriptions tht my hve produced positive test results. You hve 24 hours to provide written documenttion of your prescription(s). Wht do I do if I m contcted to retest? You my be contcted to retest if your drug test results in ftl flw or dilute negtive. You will receive new chin of custody form to tke bck to the lb. If specimen is rejected due to donor error, you my be contcted to plce or py for new order. complince trcker Where do I ccess instructions for completing trcker requirement within my To-Do List? Ech requirement in your trcker hs specific instructions listed within the requirement description. Expnd the requirement description by clicking on the plus sign next to ech requirement nme. Also check your requirements for instruction forms to downlod. How do I uplod document to fulfill requirement? Open the requirement nd click on the Browse button to ttch your file from either your computer or My Documents. After the file ppers under Attched Files, click Submit. The sttus of the requirement will chnge to processing while your document is being converted into PDF file. This conversion process usully tkes less thn five minutes to complete. If you hve wited over 24 hours nd your document is still processing, plese contct the Service Desk. Reference Guide Pge 7

9 Complince Trcker continued: Wht file formt is cceptble nd is there mximum file size? The most common file types re.jpeg,.png,.doc, PDF. All files re converted to PDF formt within our system s PDFs re the most universlly viewble document for browsers nd pplictions. There is mximum file size of 5mg. How do I uplod multiple documents to fulfill requirement? Open the requirement, click on the Browse button, nd ttch your first document. Click the Browse button gin to ttch dditionl documents. Click Submit when ll documents hve been uploded. The sttus of the requirement will chnge to In Progress while your documents re being converted into single PDF file. This conversion process usully tkes less thn five minutes to complete. If you hve wited over 24 hours nd your document is still processing, plese contct us t: cpservicedesk@certifiedprofile.com. Cn I ttch the sme documents to multiple requirements t one time? Even if the informtion for multiple requirements is included within single document, the sme document must be ttched to ech individul requirement. A reviewer reviews one requirement t time nd the ttched documents for tht specific requirement. Therefore, the documenttion must be ttched to ech requirement for the review to be completed. How do I fx documents to fulfill requirement? Within the requirement, click the downlod button next to or downlod the fx/mil requirement cover pge. Print the fx cover pge. Note tht this cover sheet is only specific to tht requirement. For security resons, documents tht re fxed without the pproprite cover sheet will be destroyed. Fx the cover sheet nd documenttion to the fx number provided on the cover sheet with the cover pge first, followed by your documenttion. If you re completing multiple requirements, you will need to include ech requirement s corresponding cover sheet. When fxing, the pges of documenttion should be in the following order: 1. Fx cover sheet 2. Supporting documenttion 3. Fx cover sheet (for dditionl requirement) 4. Supporting documenttion (for dditionl requirement) How do I mil documents to fulfill requirement? Within the requirement, click the Downlod button next to Or downlod the fx/mil requirement cover pge. Print the cover pge. Note tht this cover sheet is only specific to tht requirement. For security resons, documents tht re miled without the pproprite cover sheet will be destroyed. Mil the cover sheet nd documenttion to the ddress tht is displyed on the cover sheet with the cover pge first, followed by your documenttion. If you re completing multiple requirements, you will need to include ech requirement s corresponding cover sheet. When miling, the pges of the documenttion should be in the following order: 1. Cover sheet 2. Supporting documenttion 3. Cover sheet (for dditionl requirement) 4. Supporting documenttion (for dditionl requirement) Documents re uploded to your requirement within 48 hours of receipt. We recommend using mil crrier with trcking service. Reference Guide Pge 8

10 Complince Trcker continued: How do I fx or mil documents to My Documents for secure storge? Select Print Fx/Mil cover sheet from the upper right-hnd side of My Documents. Then, choose the pproprite cover sheet. All documents trnsmitted with Fx/Mil cover sheet will be stored in the Fxed/Miled Documents folder. Documents uploded to My Documents will not be ttched to ny requirements in your trcker. If you need to ttch document from My Documents to specific requirement, open the requirement, choose Uplod file then select My Documents. Who reviews nd pproves my documents nd how often re they reviewed? Your employer or school determines who will review your documents. This my be school/orgniztion personnel or dedicted tem t CertfiedProfile. Documents re reviewed in the order in which they re submitted. However, s school dedline pproches, those student documents become our priority. Our gol is to help you become complint s quickly s possible. If you hve submitted your documents for pprovl nd your dedline is within 48 hours, plese contct our Service Desk to ensure the review process is expedited. Why would my document be rejected? Documents my be rejected if they re illegible, loded to the wrong requirement, or do not meet the specific guidelines. Our tem is unble to mke subjective pprovl decisions, therefore we dhere strictly to the stted guidelines. If we provide you with reson for rejecting your requirement tht is uncler on wht you need to do to gin pprovl, plese contct our Service Desk. How do I void common mistkes when responding to requirements? Remember to hit the Submit button when ttching documents to requirement. If you forget to hit the submit button, the requirement will remin in process nd is not visible to the reviewer until you go bck into your ccount nd submit. Mke sure tht ll fields on your forms re completed, signed nd dted before ttching to your requirement. When uploding to your document center, title ech document s they re uploded so tht you cn be sure the correct documents re uploded to their respective requirements. Fx ll documents with the fx cover-pge before the documenttion for ech requirement. Wht do I do if I hve requirement needing multiple vccintions nd I hve only completed my first shot in the series? Most schools ccept series in process. When reding through the requirement, if the school ccepts series in process, uplod your vccintion nd new requirement will be dded to your trcker for the next step. Cn my school see my trcker progress nd supporting documents? Authorized users t your school cn view the progress you re mking on your requirements nd the documents you hve ttched to ech requirement. Reference Guide Pge 9

11 Complince Trcker continued: Will I be given reminders when I hve n pproching due dte or when something is overdue? Yes, you will be sent n emil once week if you hve requirements tht re pproching or hve pssed their due dte. When I hve completed my trcker requirements nd m complint, is there wy to print or downlod my results? The results summry is vilble for downlod in My Documents. The PDF file lbeled Results is locted in the folder with the corresponding trcker nme. This results summry gives snpshot of the current sttus of your trcker nd the progress of ech requirements within the trcker. Wht does trcker sttus of Complint men? Complint is temporry sttus of completion when you hve completed ll current requirements on or before their due dte. Most complince trckers contin renewble requirements, the most common being, TB, CPR, nd Sesonl Flu. Ech yer, your trcker will be updted with renewble requirement 21 dys before the requirement is due. You will be sent n emil reminder 60 dys before the requirement due dte nd 30 dys before the requirement due dte. 21 dys before the requirement is due, it will populte your trcker nd will be vilble for you to provide the current yer documenttion. In order to remin complint, you must respond to ech requirement on or before its due dte. Your school most likely will not llow you to ttend clinicls without being complint. You my be pulled from your clinicl rottion if you do not remin complint. Wht does trcker sttus of Overdue men? Your trcker sttus reds Overdue when the overll trcker due dte psses nd you hve one or more incomplete requirements or when specific requirement due dte psses nd you hve not provided the necessry documenttion. Where cn I see the trcker due dte? If your school hs estblished trcker due dte, it will be locted immeditely below the trcker nme. Some requirements my be due before other requirements nd will hve due dte prior to the trcker due dte. Some requirements, the sesonl flu vccine being the most common, my be due fter the other requirements within the trcker or even fter the overll trcker due dte. Wht does the trcker sttus of Rejected men? Your trcker is not yet overdue, but you hve one or more requirements tht re currently rejected nd need your ttention. Wht does To-Do List sttus of Archived men? A To-Do List with sttus of Archived reflects n inctive order; for exmple, this my occur when student grdutes or leves progrm of study. You will receive notifiction in your CertifiedProfile messge center when your trcker is rchived. You will no longer be prompted to py renewls or receive notifictions pertining to trckers within your To-Do Lists tht hve been rchived. Documents within n rchived To-Do List re no longer reviewed by CertfiedProfile. How do I know if I will hve trcker renewl fee? Within your order confirmtion pge upon order plce, you will hve n item with the word nnul in the item nme. Reference Guide Pge 10

12 Complince Trcker continued: How do I py for my nnul trcker renewl fee? If your trcker requires renewl pyment, you will begin receiving notifictions 30 dys prior to the renewl dte. You will lso see Py Renewl button on your To-Do List. Click the icon to renew. If you do not renew prior to the renewl dte, your To-Do List will be locked. You will still be ble to ccess fingerprint How long does it tke to get fingerprint results nd who gets the results? The time it tkes to receive your results depends upon the pckge ordered. Once your fingerprints hve been tken, you should expect the following turnround times: Florid or Michign Live scn fingerprint results: Your school dministrtor will hve web ccess to your results within three to five dys. Pennsylvni Cogent fingerprint results: Will be miled to you by the stte gency, nd you will be sked to uplod your results into your CertifiedProfile fingerprint requirement. Ohio Live scn fingerprint results: Will be pulled from the stte gency website nd uploded to your requirement within five to seven dys. Ntionwide Rolled fingerprint results: Will be miled to CertifiedProfile nd uploded to your requirement weeks from the dte of receipt. Wht do I do if I do not receive fingerprint pcket for my Ntionwide FBI Results within week? Contct the Service Desk to verify your ddress. Wht do I do if I pid for my fingerprint scn twice? If you pid both t the time of order nd t the fingerprint site, contct us for ssistnce. buse registry Who receives my Abuse Registry results? The recipient of your Abuse Registry results depends upon your order. Typiclly, results re sent directly to you. You will need to uplod the results to your requirement. Your To-Do List instructions will dvise on how you will receive your results. In some cses, the results my be sent to CertifiedProfile, nd representtive will uplod to your requirement. When should I receive my results? Abuse Registry results re generlly returned within three to six weeks, but my tke longer depending on your stte s specific process. Reference Guide Pge 11

13 need help? Who do I contct if I hve questions? How do I sk for ssistnce fter I hve plced my order? If you need ssistnce, you cn use ny of the Need Help? menu options. Go to the menu, locted in the top right-hnd corner of your homepge, nd select ny the following: Browse Help Topics: Includes nswers to the most frequently sked questions. Contct Service Desk 24/7: Allows you to enter n inquiry, long with ttchments, to our Service Desk tem t your convenience. View Service History: Stores ll communiction between you nd our Service Desk tem for future reference. You cn view ll inquiries mde within the Service Desk 24/7 system, updte, view responses, nd view ttched documents. Cll Us: Avilble Mondy-Fridy 8m-8pm nd Sundy 10m-6:30pm EST Cht with Us: Avilble Mondy-Fridy 8m-8pm nd Sundy 10m-6:30pm EST Your Service Desk is vilble to ssist you M-F 8m-8pm & Sundy 10m-6:30pm EST cll or log in to your ccount nd click Need Help for dditionl options