Housekeeping
I see that I am scheduled on phones today. I should...
A: Wait for a Supervisor to ping me to log into phones
B: Sign into phones and remain in Not Ready Status
C: Unplug my internet modem
D: If it rings, ignore it and keep watching Price is Right.
E: Call out - I'm sick (cough cough)
F: Sign into phones and go into Ready Status
What is F: Sign into phones and go into Ready Status
If you are scheduled on phones you should be going into ready status immediately after huddle and taking phone calls. If you are having tech issues, please report to a supervisor immediately.
If you are not scheduled on phones or scheduled as a phone buddy you should still be logging in and going into Not Ready status. (If a Phone Buddy you should be going into ready when covering breaks/lunch/approved meetings)
Spot the subject line error
CANIDIDATE ON LOA GHR BG - 03/08/26 - Timesha Jackson - 123456
What is CANIDIDATE ON LOA
Not only is candidate spelt incorrectly, but the subject line should read the following when on LOA:
ERROR LOA STATUS GHR BG - 03/08/26 - Timesha Jackson - 123456
This verbiage found in the Onboarding Confirmation DTP page 13 letter a
Screening Package: HT Level II - Ordering instructions indicate 1 year of experience required
New grad exception flag
Position Requirements: Bachelor's Degree - Nursing
Background Findings:
Education- Enrollment only verified , candidate claimed BSN
Experience - Not eligible for rehire status for the only employer listed
ADJ, Auto Rescind, or Proceed
What is proceed
For new grads enrollment allowed and experience is not required so we will not review it.
I am attaching position qualifications to the case. The file name should be _________.
A: Pos Quals
B: Position Qualifications
C: Pos Qualifications
D: It doesn't matter what I name it
What is B: Position Qualifications
We should only be naming attached documents as listed in our OA Document Naming Reference Sheet found in Reference Materials folder. It is important to ONLY name the files as listed to avoid RPA error and an audit error.
You are working an Error ADJ Background Check Results case that has errored out due to error code: Consent Form Not Found. You should ______.
A: Manually create adjudication case and send to ERCOE (if adjudication needed)
B: Attach consent form and send back to RPA
C: Attach consent form and send directly to ERCOE
D: Skip and go to the next case
What is A: Manually create adjudication case and send to ERCOE (if adjudication needed)
Any Error Background Check Results cases should be processed manually to avoid continuous RPA error
Pick the correct answer
When should you NOT take your 15 minute or lunch breaks?
A: Ever - no breaks allowed!
B: When working 5 or more hours
C: In the first and last hour of your shift
What is C: In the first and last hour of your shift
If something comes up preventing you from taking your break during the approved period, reach out to a supervisor.
Spot the subject line error
ADJ Manual BG Check Results - 03/01/26 - Alicia Faith - 123456
What it ADJ
We should not be adding ADJ, BG CLEAR, or CONTINGENT to the subject lines of manual bg check results cases as RPA is not set up to process these. We would need to manually create the next case based on outcome
Screening package: HT Level II w/MVR
Not a new grad
Ordering Instructions: 1 year of experience required Position Requirements: Driver's License and HS education
Background Findings:
Education - Verified
Experience Requirement - Only 1 employer listed on background and consent form - it came back unverified
MVR - Not clear but driver's license is active
ADJ or auto rescind
What is ADJ
When the driver's license is active but the MVR is not clear we should adjudicate to ERCOE. Adjudicating per any items would trump auto rescinding for employment. This verbiage can be found on the background adjudication matrix
ERCOE Adjudication for any item on the background would precede ordering HROC Employment PreAdverse.
A candidate's required education is not on the background report and not listed on consent form. Screening package indicates it should have been ordered. My NEXT step should be ___________.
A: Skip the case and let someone else deal with it
B: Ask their OC whether or not they have it
C: Adjudicate
D: Check the resume to see if the required education is listed there. If found, email Precheck to add to report. if not found, email the candidate in GHR (3 attempts max before adjudicating due to no response)
What is D: Check the resume to see if the required education is listed there. If found, email Precheck to add to report. if not found, email the candidate in GHR (3 attempts max before adjudicating due to no response)
The confirmed BG Onboarding (background required) case has errored out due to name mismatch (candidate has a preferred name in GHR). What should we do?
What is send the case to WFA Tier 1 to manually upload the background
(bonus points if mention also sending the ds results case to WFA Tier 1 for manual upload)
When I have an internet or power outage I should...
A: Reach out to a Supervisor via text or phone call to let them know
B: Submit screenshots showing that I have an internet/power outage and estimated time of resolution if available. If no estimated time available or if it changes I will provide updates every few hours.
C: Once power/internet has returned, if my shift time has not ended I will return to work and submit a Kronos Form if I was unable to clock in/out earlier.
D: All of the above
What is D: All of the above
If you have an internet or power outage you should be communicative and let a Supervisor know immediately, provide screenshots, and keep us informed of updates.
Spot the subject line error
BG CLEAR GHR BG - 02/28/2026 - Falen Hodge - 123456
What is BG CLEAR
We should not be adding BG CLEAR, ADJ, or CONTINGENT in the subject lines of BG Onboarding Cases - this will cause the bot to error out
Screening Package: HT Level II
Ordering instructions: 1 year required
Not a new grad
Position Requirements: Bachelor's Degree (non clinical position)
Background Findings:
- Education: Verified Bachelors in Business Administration
- Experience: The only employer listed on consent and background comes back as Self Employment
ADJ, Auto Rescind, or Proceed
Per the background adjudication matrix we should be adjudicating for self employment
1 year of experience is required (not a new grad). Per consent form, candidate does not have any work experience, however they list experience on their resume. We should __________.
A: Email Precheck to add experience from resume
B: Proceed
C: Auto Rescind
D: Adjudicate
What is B: Proceed
Per our background adjudication matrix: Candidate has no experience - Proceed.
OA is not allowed to add experience from the resume unless ERCOE has requested it to be added. If a candidate did not list any employment on consent form we will proceed as candidate has no experience.
You can request up to ____ Alternate shifts per month
What is 2
Spot the subject line error
AFTER 8 PM Background Check Results Review Verifications: Addy Tritt 123456 05/04/2026
What is AFTER 8 PM
We should ONLY be adding BEFORE 8AM and AFTER 8 PM to Preadverse cases where we are unable to call the candidate due to being before 8am/after 8pm
Screening Package: HT Level 1
Position Requirements: Associates Degree and RN license
Background Findings:
- Associates Degree: ASN - No Records Found
- License not included on report
ADJ, Auto Rescind, or Proceed
What is Proceed
HT Level 1 = No Edu/License Required we would not add these if missing and will proceed even if discrepant as they should not have been ran. Reminder: It is not up to us to audit the package ordered.
It is the 6th business day of Preadverse. Candidate needs to be sent to ERCOE for final decision. Which document is not listed below but should be attached?
- Amended BG
- Position Qualifications
- Experience Requirements
- Consent Form
- Preadverse Adjudication Form
- Preadverse Screenshot
What is Preadverse Action Notice Email
This is one that is constantly missed along with experience requirements and consent form
The internal candidate has been on LOA for a while now. Per the system, they returned to work on 03/02/2026. However, the system will not allow us to confirm with a start date of 02/28/2026. What would we do?
What is confirm them with their return to work date of 03/02/2026.
If you clock in late from lunch (outside of the 7 minute grace period) it is _______ occurrence points.
What is 0.5
Unapproved long lunches are 0.5 points per the attendance policy. If something comes up preventing you from clocking back in on time, you should let a supervisor know as soon as possible.
Spot the subject line error
CONFIMRED GHR BG - 01/21/2026 Michael Ealy - 123456
What is CONFIRMED is spelt incorrectly AND dashes are missing between the req and candidate's name
We should be ensuring subject indicators are spelt correctly for RPA processing and that dashes are present in the correct places
Requirements: HS education
Background Findings:
- Sanctions Found
- HS edu is not verified - proof attached
ADJ or Auto Rescind
What is auto rescind
Any time sanctions is found that is an auto rescind and we would add any other adjudicatable/rescind items this verbiage can be found on background adjudication matrix
Auto-rescind for criminal records or sanctions trumps adjudication to ER COE. OA will order PreAdverse and select any items that would qualify for adjudication (criminal records, sanctions, education, and employment), along with any Auto-Rescind items.
Candidate is in Preadverse. Today is the 6th business day and the amended report is not clear, however the candidate submitted a statement. Which adjudication form should we use?
A: HROC ADJ - Background Adjudication Form
B: Final Background Adjudication Form
C: Background Adjudication Form
D: Background Adjudication Form Preadverse
What is D: Background Adjudication Form Preadverse
If they are in Preadverse and we are sending for final review, we will use the adjudication form that says Preadverse (which should only be used when they are in Preadverse)
The candidate on our current req cannot be confirmed due to a future transfer action that has already been approved and effective for 04/01/2026. What should we do?
What is because the future transfer has already been approved, we will need to pend our case until 04/01/2026. Once the transfer goes through, we will be able to confirm in our current req.