Frequently Asked Questions and Policies

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Frequently Asked Questions and Policies

 

Training FAQs

Classroom Training

As of March 30, 2023, 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 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

 

Technical Support

Zoom Tech Support

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.

Visit Our Zoom Tech Support Help Page

 

How do I Sign in?

Your class confirmation email will include the Zoom meeting information for joining and it is also located in your student dashboard.

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.

How do I get my Certificate of Completion?

Within two 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.

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.

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/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?

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: opens in a new windowhttps://zoom.us/download

I have a smartphone or tablet; can I use that?

Yes, but, it is not recommended due to small screen size.

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.

opens in a new windowGo 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:

  • 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 to 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.

Self-Paced Tech Support

Visit our Self-Paced Tech Support Help Page!

How do I print my Certificate of Completion?

Once you complete a course, it will move from the ‘Enrolled Courses’ tab to the ‘Completed Courses’ tab. Under the title of the course there will be a grey button that says ‘Certificate’. By pressing this button, download your certificate when prompted and print it.

Watch the video below for a step-by-step demonstration.


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:

  • 4 hours of Laws and Regulations
  • 8 hours of Dementia [RCFE only]
  • 1 hour of LGBT Issues [While this is a one-time requirement, we recommend taking it with each renewal to avoid confusion with the State.]

Click here to view and download the renewal application form (LIC 9214)

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.

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.

I have Formula 40, 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 start the courses I'm enrolled in?

On your dashboard page, each course will have a grey button on the right-hand side that says ‘Start’. If you are logging back in to finish a course you’ve previously started, it will say ‘Resume’.

I completed a section, but it isn't marked complete.

There are two main reasons why this might be happening:

  1. 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 completion data will not save. If you’re using WiFi or data, try using a hard line to the internet.
  2. 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.

If the problems persist, please call our office at 818-885-1972 or email opens in a new window[email protected]create new email.

How can I see which courses I've already taken?

On the dashboard page click the gray box that says ‘Completed Courses’

Please note: This list will include all courses taken since 2018, so be sure to correctly count the courses you have taken for your current renewal period.

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.

Tech Recommendations

We know that livestreaming offers many ways to join in, but good technology is important for Zoom and our self-paced classes. We’ve put together some ideas for devices and accessories to help make your learning experience the best it can be.

CTC is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.

Laptop Recommendations

Best Budget Laptop 

Best Mid-Range Laptop 

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Webcam Recommendations

With built in Microphones

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Headset Recommendations


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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 (6/16) 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:

  1. You must take all CEUs with Community Training Connection (we do NOT guarantee other companies’ products).
  2. You must complete all training at least 14 days before your expiration date.
  3. 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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Company Policies

Course Completion and Attendance

Course Completion and Attendance Policy

SELF-PACED COURSES
The student named on the online account must complete online courses exclusively. When undertaking each self-paced course, you need to confirm your participation prior to receiving the certificate of completion.

IN-PERSON COURSES

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.

LIVESTREAM COURSES

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.

* – Please note! Many of the Continuing Education (CEU) class dates that we offer consist of multiple courses. It is possible to attend just part of the class day as long as any given course is attended in it’s entirety. If you wish to attend only specific courses in a class day, please indicate this over the phone or via email to our office. If you wish to change your attendance beyond this, you MUST inform our office or the instructor directly to ensure that you are included in attendance documentation.  

ARF INITIAL COURSE POLICIES

Initial Certification Training Program registration can be fully or partially rescheduled as a one-time courtesy if requested at least one week in advance of the start of class. This one-time courtesy does not apply to students who do not attend class without calling ahead of time. We will charge a $50 fee to students who reschedule after the one-time courtesy or who do not attend class after rescheduling.

In compliance with CCLD guidance, rescheduling a partially attended course beyond 9 months from the original registration date is not permitted. Furthermore, our courses are approved for a 2-year period, and rescheduling beyond the approval period necessitates retaking the entire course. Additional fees may apply.

RCFE INITIAL COURSE POLICIES

Initial Certification Training Program registration can be fully or partially rescheduled as a one-time courtesy if requested at least one week in advance of the start of class. This one-time courtesy does not apply to students who do not attend class without calling ahead of time. We will charge a $50 fee to students who reschedule after the one-time courtesy or who do not attend class after rescheduling. 

In compliance with CCLD guidance, rescheduling a partially attended course beyond 9 months from the original registration date is not permitted. Furthermore, our courses are approved for a 2-year period, and rescheduling beyond the approval period necessitates retaking the entire course. Additional fees may apply.

In addition to the policies listed above, a $25 certificate processing fee will be assessed for students who do not complete the RCFE Initial Certification Training Program Online Component prior to the fourth day of the course. You cannot complete Online Component training on the same day as classroom/livestream training, as CCLD does not allow more than 10 hours of training within a 24-hour period.

If a student fails to complete the RCFE Initial Certification Training Program Online Component before the fourth day of the course, they MUST notify our office upon completion. This allows us to issue a certificate of completion. If students do not finish within one month after the last day of class, they will need to retake the course.

Additional Attendance Policy Information

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.

 

Refunds and Exchanges

Refund and Exchange Policy

We pay a surcharge for every transaction, which we build into the cost of our training, products and services. However, we are not responsible for the surcharge we incur for backcharges due to refunds and exchanges.

  • While tuition remains non-refundable, you can reschedule reservations to different dates or transfer the tuition to another person. For most in-person or livestreamed training sessions, you need to notify us of changes to your reservation at least 24 hours before the scheduled class start time. Please note that a rescheduling fee may apply for changes made within the 24-hour window, as this allows us to accommodate other participants and maintain the quality of our training sessions. Your understanding of this policy is greatly appreciated as we strive to provide the best learning experience for all our attendees.
  • We may elect to grant refunds with a 15% backcharge to cover our expenses only under extenuating circumstances.
  • We will not offer any refunds for training that you have fully or partially completed.
  • All sales of products are final.

Read below for important information regarding product orders:

  • We have included the cost of shipping in the product prices.
  • All products ship within 3-5 business days.
  • You can exchange faulty products at no additional cost. Please contact our office at 818-885-1972 to make arrangements for shipping.

 

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.

Sales and Promotions

Sales and Promotions Policy

Sale and promotional prices are applicable only during the valid period.

  • We will not apply discounts retroactively.
  • We will not apply discounts after the valid period has ended.

Group discounts for 3 or more on any class may apply. Please call 818-885-1972 to inquire.

 

Privacy Policy

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.

Your Responsibilities

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).

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.