Frequently Asked Questions and Policies
Please review the information below to learn more about each topic
Frequently Asked Questions and Policies
Frequently Asked Questions and Policies Frequently Asked Questions and Policies Frequently Asked Questions and Policies Frequently Asked Questions and Policies
Frequently Asked Questions and Policies Frequently Asked Questions and Policies Frequently Asked Questions and Policies Frequently Asked Questions and Policies
TECHNICAL SUPPORT FAQ AND HELPFUL VIDEOS
Whether you’re a seasoned tech enthusiast or a novice user, we understand that navigating the complex world of livestream can be overwhelming at times. That’s why we’ve created this page to provide you with the tools and resources you need to troubleshoot and resolve any technical issues you may encounter.
Zoom FAQ’s
Visit Our Zoom Tech Support Help Page
How do I sign into the class?
Your class confirmation email will include the Zoom meeting information for joining and it is also located in your student dashboard within the course information.
Are there handouts for the classes?
Some classes do have handouts and some do not. Your confirmation email will include a link to these handouts if applicable. You can download and print from that link.
What do I do if I can’t log into the class?
If you are experiencing technical difficulties, please check your confirmation email as it includes valuable troubleshooting resources.
If something unexpected comes up and you cannot attend the class, please call our office to reschedule at 818-885-1972.
Do I need to use my camera or microphone?
While it is not required, it is highly encouraged. Our courses are designed to be engaging and lively and we’ve found that this is easiest to do when everyone is visible.
Do I need to have Zoom installed on my device?
No, it is possible to join from your browser window but we encourage the use of the app which can be downloaded for free, here: https://zoom.us/download
Can I use my smartphone or tablet?
Yes, but, it is not recommended for several reasons including frequent disconnection, small screen size and battery usage.
Can I test Zoom before class?
Yes! You will be the only person in the meeting but using the Zoom Test feature will help familiarize yourself with the program.
Go to Zoom’s testing service by clicking here.
What is Zoom Etiquette?
There are a few steps we can all take to improve the livestream experience for everyone. Follow these tips to ensure a pleasant and professional experience:
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- Log in at least 5-10 minutes before class begins.
- Keep your environment distraction-free. Movement activity in your area is distracting to you and others in the meeting.
- Dress professionally. Be fully clothed in daytime clothing–no pajamas, please!
- Mute if you are not talking. Random noises add up quickly to make it difficult for everyone to hear the instructor.
- Remain seated during class. Please no walking around, driving, doing housework, or other distracting activities.
How is participation measured?
Class participation is measured by the instructors attendance and classroom participation. Failure to participate may result in not receiving a certificate. You can read our full attendance policy by clicking here.
How do I get my Certificate of Completion?
Within three business days of the completion of the course, our office will review attendance records from the instructors and process the attendance. You will receive one email per course with the certificate attached.
Your certificates are also stored on your student dashboard. You can check out this video for help downloading a certificate from the dashboard.
Self-Paced Tech Support
Visit our Self-Paced Tech Support Help Page!
How do I log into my account? What if I’ve forgotten my password?
You can access your account by logging in here. Your username is your email address.
You can use the ‘Forgot Password?’ link on the login page.
If you need additional assistance, please call our office; 818-885-1972.
What are the technical requirements for taking online training?
We recommend that you use a computer or tablet to view the courses. Our system does not work well with mobile devices such as tablets or smartphones.
We also recommend that you use Chrome as your browser. Firefox and Safari browsers will almost always not work.
I have Formula 40 or All-Access, how do I choose my classes?
Once you have logged in to our training website, you will be taken to the Dashboard page. Select ‘Catalog’ at the top of the page to select your courses from our Course Catalog.
Do NOT choose courses from the Store, or you will be asked to pay for them again.
How do I know which classes I need to take for my renewal?
To renew your administrator certificate, you must complete the specific training determined by the State:
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- 4 hours of Laws and Regulations
- 8 hours of Dementia [RCFE only]
- 1 hour of LGBTQIA+ Issues [One-Time Requirement]
Click here to view and download the renewal application form (LIC 9214)
To better assist with selection, we’ve included the word “Regulations” in all courses approved for Laws and Regulations and “Dementia” in all courses approved for Dementia.
Do I have to take an exam?
Some courses have a separate section for the final exam and some courses use the score collected from the knowledge checks throughout the course. Renewals do NOT require a state issued exam.
How do I start the courses I’m enrolled in?
On your dashboard page, each course will have a ‘card’ that displays the title, units, approval information, and your progress. Clicking anywhere on the image or title will open the course details which will take you to the first module or where you left off.
I completed a section, but it isn’t marked complete, what do I do?
There are several main reasons why this might be happening:
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- There’s a problem with the internet connection. The system records completions by sending a message to the site. If the message gets interrupted, the data will not save. If you’re using WiFi or data, try using a hard line to the internet. This can also be an issue on a mobile device since mobile devices often switch from cell tower to cell tower.
- More than one course is open at a time. This will also cause problems with completion data. Please ensure you only have one course open at a time.
- You are using an incompatible browser or device. Our system does not work well with mobile devices such as tablets or smartphones. We also recommend that you use Chrome as your browser. Firefox and Safari browsers will almost always not work.
If the problems persist, please call our office at 818-885-1972 or email [email protected] – be sure to include a screenshot of the issue!
How can I see which courses I’ve already taken?
The best way to check your training history is to download your training history from the blue button on the right side of your dashboard. This will show you everything in your record in an easy to read way!
This history is NOT sufficient to be submitted in place of certificates. It is missing vital information that CCLD requires.
How do I print my Certificate of Completion?
Once you complete a course you will find a button at the bottom of the course details page that will allow you to download your certificates.
Your certificates are stored on your student dashboard. You can check out this video for help downloading a certificate from the dashboard.
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Helpful Videos
How do I purchase a course or package?
How do I access my Formula 40 Courses?
How do I access my All-Access Courses?
I've taken a course before, how do I reneroll?
How do I start a course?
I started a course, how do I finish the Affidavit and Evaluation?
How do I download my Certificate?
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Classroom Training FAQs and Policies
As of March 30, 2023, the term ‘Classroom Training’ now includes BOTH livestream and in-person training – anything where an instructor is involved and students’ participation can be measured in real-time.
We’re thrilled to be able to offer you our training via livestream! However, we must meet certain requirements set down by the State in order to confirm attendance and participation. The policy and information that follows was developed in order to comply with State requirements while ensuring the best learning experience for all students.
View Our Full Participation Policy Here
Course Completion and Attendance Policies
CEU Course Policies
Self-Paced Course Completion Policy:
The student named on the online account must complete online courses exclusively. When undertaking each self-paced course, you will need to confirm your participation before receiving the certificate of completion.
In-Person Course Attendance Policy:
We assess attendance and participation during our in-person courses, and we issue certificates of completion right after the course. Students must attend the entire duration of each course* and actively engage in the learning process. Failure to meet these requirements may result in the student being ineligible to receive credit for the course.
* – Please note! Many of our Continuing Education (CEU) course offerings include multiple courses scheduled within a single day. Participants have the flexibility to attend a specific course or courses within the class day, provided they remain present for the entirety of each chosen course.
Should you wish to register for only select courses offered on a particular class day, kindly contact our office personnel via telephone or email to inform us.
Livestream Course Attendance Policy:
We assess attendance and participation during our live stream courses, and we issue certificates of completion within 3 business days after the course, once our office has received attendance documentation from our instructors. Students must attend the entire duration of each course* and actively engage in the learning process. Failure to meet these requirements may result in the student being ineligible to receive credit for the course.
* – Please note! Many of our Continuing Education (CEU) course offerings include multiple courses scheduled within a single day. Participants have the flexibility to attend a specific course or courses within the class day, provided they remain present for the entirety of each chosen course.
Should you wish to register for only select courses offered on a particular class day, kindly contact our office personnel via telephone or email to inform us.
Assessment of attendance and participation information:
Please log in or arrive no later than the scheduled time for classes. We will not admit any arrivals more than 15 minutes after class has begun.
Please treat your training session as though you were in our classroom. In any location, we ask you to refrain from other activities during your learning experience. Avoid working, walking, phone usage, or engaging in activities not related to the course. Please do not drive during a livestream class!
We design our courses to be highly interactive. Throughout the day participants answer questions and join in activities in order the enhance the learning experience. You must respond as expected. At times, we will also add participants to groups and they must immediately join these groups upon request.
Assessment of these policies is determined by our instructors; Failing to comply with these policies may result in not earning credit for the course.
CEU Make-Up Policy:
Our Livestream and In-Person CEU courses require full attendance to receive credit. We are unable to offer any make-up assignments for missed time in one of our CEU sessions. Please contact our office if you need to reschedule a Livestream or In-Person course.
All Class Packages (Formula 40, Formula 40 Plus, All-Access Online Catalog) provide users with access to our course selection for one year from the purchase date or until the credits have been completed – whichever comes first.
Initial Certification Course Policies
In-Person Course Attendance Policy
We assess attendance and participation during our in-person courses, and we issue certificates of completion right after the course. Students must attend the entire duration of each course and actively engage in the learning process. Failure to meet these requirements may result in the student being ineligible to receive credit for the course.
Please note, at this time we are not offering any in-person Initial Certification Courses.
Livestream Course Attendance Policy
We assess attendance and participation during our live stream courses, and we issue certificates of completion within two business days after the course, once our office has received attendance documentation from our instructors. Students must attend the entire duration of each course and actively engage in the learning process. Failure to meet these requirements may result in the student being ineligible to receive credit for the course.
Assessment of attendance and participation policy
Please log in or arrive no later than the scheduled time for classes. We will not admit any arrivals more than 15 minutes after class has begun.
Please treat your training session as though you were in our classroom. In both locations, we ask you to refrain from other activities during your learning experience. Avoid working, walking, phone usage, or engaging in activities not related to the course. Please do not drive during a livestream class!
We design our courses to be highly interactive. Throughout the day participants answer questions and join in activities in order the enhance the learning experience. You must respond as expected. At times, we will also add participants to groups and they must immediately join these groups upon request.
Assessment of these policies is determined by our instructors; Failing to comply with these policies may result in not earning credit for the course.
Make-Up Policy
Students who miss more than 20 minutes of class time but less than an hour will be informed of any required make-up work.
Absences exceeding one hour total during the day will require make-up attendance of the full day of class at the next scheduled session.
Once our office has confirmation from our instructors on make-up requirements, we will send a follow-up email with details outlining your assignment or make-up session within 1 week following the course.
Completing the RCFE Initial Certification Course Late
RCFE Initial students are required to complete the 20 hours of mandatory online training before the 1st day of class. If students do not complete these 20 hours between days 3 and 4 of the initial, when instructor-led training is not occurring, there will be a late processing fee of $25 if not completed before 30 business days after the 6th day of class.
If students register within the same week as the initial course, they may be given a week extension with no fee applied after the last day of class, if requested.
Retaking a Course
Should you not pass or take the state exam within the 60 days after completing the Initial Certification course, or if you fail to apply for the administrator certificate within 30 days of taking the state exam, you may contact us for a discounted rate to retake the course. View CCLD’s FAQs here.
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Refund, Exchange, and Sale Policies
Product Refund and Exchange Policies
Physical Products:
The cost of shipping has been included in the product price and we aim to ship within 3-5 business days or sooner.
All sales are final and non-refundable. If there’s a problem with your item, we’ll gladly replace it with a new one at no cost to you if we are notified within 5 business days of receipt of the product. Return shipping is paid for by the buyer.
In the case of a damaged item and if you prefer a refund, we can provide it with a 15% restocking fee deducted from the original price.
Digital Products:
Due to the nature of digital products, all sales are final. However, if you encounter any issues downloading or accessing your purchase, please don’t hesitate to contact our support team. We’re happy to help!
Consultation Products:
Consultation services are non-refundable. In the event that we are unable to continue, we may consider a refund upon written request and management approval.
Sale Policies
This applies to all products, both digital and physical, as well as training.
Sale and Promotional Prices
- Valid only during advertised dates.
- Discounts cannot be applied retroactively or after the promotion ends.
Group Discounts
Call 818-885-1972 for details on group discounts for 3 students or more!
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Course Refund and Exchange Policies
A La Carte Self-Paced Online CEU Courses
Individually purchased self-paced courses expire 1 year from the date of purchase. If a purchased course does not meet your training needs, you may request a full refund (minus 15% for transaction fees) or course exchange within 30 days from the date of purchase, as long as the course content has not been completed.
To ensure you’re happy with your choice, we recommend reviewing the course content before starting. If you have questions, or would like to verify course information, please call our office before making a purchase. Unfortunately, refunds and course exchanges are not available after the course content is complete, regardless of the status of the exam, affidavit and evaluation.
A La Carte Livestream or In-Person CEU Courses
If an individually purchased Livestream or In-Person course does not meet your training needs, you may request a full refund (minus 15% for transaction fees) or course exchange within 30 days from the date purchased and prior to attending the course.
Packages (Formula 40, All-Access Online Catalog, Staff Training or Home Care Training Bundles)
If a purchased package does not meet your training needs, you may request a refund (minus 15% for transaction fees) within 30 days from the date of purchase, as long as you have not completed more than 2 courses of any kind. If you have completed more than 2 courses, we will be unable to issue a refund.
Expired Self-Paced Courses
After 1 year from the date of purchase, if your classes have expired and you have not completed a course, we will not be able to issue a refund. We may extend your classes for up to 1 month, one time only, if requested. If the extension has completed and courses are not completed, they will be removed from the account.
Courses that have been partially completed will expire automatically but will not be removed from the account. Please contact our office if you require an extension.
Refunds for Classes Cancelled by Community Training Connection
We reserve the right to cancel any in-person or livestream classes due to low enrollment or other unforeseen circumstances. If we cancel your in-person or livestream class, we will contact you to reschedule your course with the utmost flexibility possible. If we cannot reschedule you, a full refund (minus 15% for transaction fees) will be issued.
Student-initiated Cancellations for Livestream or In-Person Training
Formula 40 Package Holders
Students may call to cancel or reschedule any Livestream or In-Person class 24 hours before the scheduled date to allow other students the opportunity to take the class. Students will not be charged cancellation fees.
A La Carte CEU Course Purchases
Students may call to cancel or reschedule any Livestream or In-Person class 24 hours before the scheduled date to allow other students the opportunity to take the class. Students will not be charged cancellation fees. Enrollment in individually purchased training may be transferred to another person at the original purchasers request.
If the original course registration only included a portion of the class day, any transfers that alter the scheduled training may be subject to additional payment.
If rescheduling isn’t possible and you have not started the Livestream or In-Person training, you can request a refund. However, if approved, a 15% processing fee will be deducted from your original payment to cover transaction costs.
Initial Certification Course Purchases
Students may call to cancel or reschedule any Initial Certification training 24 hours before the scheduled date to allow other students the opportunity to take the class. Students will not be charged cancellation fees. Enrollment may be transferred to another person at the original purchasers request.
We understand that unforeseen circumstances may arise that prevent you from attending one of our Initial Certification courses. There is a one-time courtesy free reschedule per person, per initial – as long as rescheduling is requested before the first day of class. This one-time courtesy does not apply to no-calls/no-shows or those who attempt to reschedule after classes begin. Beyond this point, a fee of $50 will be applied.
If rescheduling isn’t possible and you have not started the Livestream or In-Person training, you can request a refund. However, if approved, a 15% processing fee will be deducted from your original payment to cover transaction costs.
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Formula 40 Plus
Formula 40 Plus is a service we offer exclusively to our Formula 40 clients. Visit our Services page for more information.
How does the service work?
Here’s how the process works:
- You will receive in the mail a letter from us along with LIC 9214 Renewal Application and a blue self-addressed stamped envelope. You will return the Renewal Application and a check or money order for the application fee (made out to Community Care Licensing Division) in the blue envelope.
- As you complete your training, we will gather your certificates of completion.
- After completing all training and receiving all documents, we will double-check all materials and send your complete application to CCLD through certified mail. We will also provide you with a copy of the application and all materials, along with the USPS tracking number for the shipment. This will notify you that the Formula 40 Plus Services have been completed.
Does the cost cover the application fee to CDSS?
No, you will send us a check or money order for the application fee made out to the California Department of Social Services as part of your application packet.
Why do I have to fill out and mail the application back to you?
The Department of Social Services requires that the application be complete and signed (in ink) by you.
How can I track my application?
We will mail your renewal application to CDSS with tracking included. Once mailed, you will receive a copy of the entire application along with the tracking number via email.
Once received by CDSS, check the status of your application by checking their list on this page.
Is this service guaranteed? What are the Terms and Conditions?
The Formula 40 Plus Services agreement states that the service is guaranteed when you meet the following criteria:
- You must take all CEUs with Community Training Connection (we do NOT guarantee other companies’ products).
- You must complete all training at least 14 days before your expiration date.
- You must submit all required materials to CTC at least 14 days before your expiration date. These materials include the completed and signed renewal application form LIC 9214 and a check or money order made out to Community Care Licensing Division for the renewal fee.
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Your Responsibilities
At Community Training Connection we do our best to advise clients on the renewal process, but ultimate responsibility for the fulfillment of all CCLD requirements belongs to the applicant. The application for renewal can be found by clicking here. Please be sure to read it in its entirety before submitting your application. Community Training Connection is happy to answer questions regarding the application, but the final responsibility is yours. Incomplete or incorrect applications may be subject to fines from CCLD. Here are some questions to ask yourself:
- Did I take the right course? Make sure that you choose courses that are approved for your certificate type. If you are not sure, please ask us.
- Did I take the right topics? Licensing mandates the completion of certain topics. These requirements vary by certificate type.
- Did I take enough training?
- Did I complete the correct form(s) and answer all questions?
- Did I include my application fee?
- Do I have all of my Certificates?
Be sure to begin your training early enough to complete it before your application is due. We strongly recommend building in some extra time in case there is a delay, such as missing a scheduled class. Community Training Connection is not responsible for late applications.
Certificates are issued directly to students either physically or digitally. It is the students responsibility to collect these for submission. A $25 fee may apply to students who require us to re-create their certificates (Per request, not per certificate).
Any fraudulent submission of certificates to CCLD or attempt to discredit CTC may result in severe consequences, including:
- Revocation of Administrator Certificate(s) by CCLD
- Revocation of Facility Licensure(s) by CCLD
- Permanent ban from using any CTC service(s)
Our very helpful staff will be happy to answer any questions you have about your training. Please give us a call at 818-885-1972. If we are unable to answer your question, we will do our best to find an answer.
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Privacy Policy
Community Training Connection, Inc. is dedicated to safeguarding your privacy.. We will not sell or disclose any information that identifies you to a third party without your prior approval. We may use the information we collect to periodically notify you about new services or special offers we think you’ll find valuable.
Community Training Connection, Inc. does not sell, trade or rent your personal information to others.
Community Training Connection, Inc. takes precautions to protect your information. We protect information submitted through our web services both online and offline.
By agreeing to these terms you are also agreeing to receive automated confirmations via call, or email.
If you feel that we are not abiding by this privacy policy, you should contact us immediately.
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More Resources
Still looking for answers? We’ve gathered helpful resources from around the web!
Community Care Licensing Division (CCLD) Quick Links
- Administrator Certification Information
- Certificate Status (Or call 916-653-9300 and follow the prompts. You will need your certificate number.)
- COVID-19 Information and Resources
- Forms
- Laws and Regulations
- Livescan
- Provider Information Notices (PINs)
- Regional Offices – Find the appropriate link for your facility type in the “Contact Us” section near the top right of your screen.
Department of Developmental Services
Alzheimer’s Association
American Association on Intellectual and Developmental Disabilities
American Association of People with Disabilities
California Assisted Living Association (CALA)
CA State Council on Developmental Disabilities
Centers for Disease Control and Prevention (CDC)
Industrial Welfare Commission – Wage Order 5
Leading Age
National Center on Elder Abuse (NCEA)
National Council on Aging
RCFE Association
