FAQs for Former CSS Customers
Q: Why am I changing platforms?
Global HR Research (GHRR) has grown significantly - through a combination of organic growth and high-quality acquisitions such as CSS and, most recently, Employment Screening Services (ESS). This expansion provides an opportunity for GHRR to give back to our customers by providing a platform upgrade for all CSS customers at no cost.
So, what should you expect?
- Greater flexibility for you and your candidates
- Upgraded features to support your screening processes more seamlessly
- Added compliance functionality – integrating more tools to help you reduce your risk
- Expanded options for many applicant tracking system integrations
- You can see a full list HERE
Q: Will we have new username and passwords to log in?
We have tried to mirror the user ID you had on the CSS system. You will receive an email with your migrated User ID on your designated migration date.
You will be prompted to create a new password upon your first log in. To login to the new system, please CLICK HERE
Q: Do I need training?
We recommend attending one of our training sessions to ensure your team is ready to use the new system before the cutoff date. The sessions are being held every Tuesday and Thursday at set times. CLICK HERE to register.
For your convenience, you can also watch a recorded webinar HERE
The system training guide can be found HERE
Q: What happens to all the reports I ran on the CSS platform?
Your historical reports will still be available for viewing in the CSS Account.Your CSS account will be updated to viewing rights only after your cutoff date which will be provided via email. This means you will not be able to place new orders. For quick access, CLICK HERE to get to the CSS login page.
Q: What happens to in progress orders on the CSS platform once we migrate?
The in-progress reports will complete as expected and be delivered to you per your CSS user profile settings.
Q: Will my products and pricing change?
We mirrored the pricing you received with CSS as closely as possible. You will likely see new a la carte options. The names of the products may be slightly different which is why we’ve created a product map available here: PRODUCT MAP.
Any packages you use with CSS will also be available in the new system.
Users with pricing permissions can log into the HR Portal and view pricing and fee schedules under “My Account.”
Q: Will my invoice and payment process change?
Yes, you will receive an invoice on the 1st of every month. You will be able to pay either online via credit card, mailed check, or ACH through our accounting team at email@example.com. The small change will be the address remittance or the billing company name on your credit card statements. Please see our billing information included below:
Global HR Research
P.O. Box 638968
Cincinnati, OH 45263-8968
Q: Why did we get two invoices after our account officially migrated?
Our approach to the CSS migration was to systematically move accounts in pre-determined groups to provide proper support. This structure has accounts moving at various times in the billing cycle, meaning part of the month’s reports will be completed and billed from the legacy CSS platform while the remainder are completed and billed from the GHRR platform. The good news is it should only impact 1 billing cycle with all remaining invoices coming from GHRR.
Q: Who do I contact if I need assistance?
The GHRR Service Team is here to make this transition as easy as possible with a live person and email response rate in under an hour (within business hours). Contact Details are below:
Standard Hours of Operation are Monday – Friday 8:00-5:00 CST
Q: Do I need to update my consents?
Yes, unless you are using the new Swifthire process. Please CLICK HERE for updated exemplar disclosures and authorizations.
Q: How will my results be delivered once I migrate?
Results will be emailed to the user who placed the order via a status only link.
Q: The results are formatted slightly differently than what I am used to. Why did this change?
You should not see a drastic change, but you could see some format changes to your completed results. This is due to format settings that may differ between the CSS and GHRR platforms (i.e. footers, vertical vs horizontal presentation, etc) Our team is ready to help you if you have questions with your results – call us at 1-800-417-4669 or email us at firstname.lastname@example.org. A sample background report can be found HERE
Q: Is there anything I need to do to make sure results are delivered to my inbox?
Be sure to have your IT department whitelist our domain to ensure timely delivery of results: EmploymentScreeningServicesLLC@screening.services
Q: What additional features am I getting?
Global HR is offering a “Swifthire” upgrade to all CSS Clients. Like Quick App, this upgrade eliminates paperwork and data entry by having your applicants complete their orders online! Swifthire is mobile-optimized which means candidates will receive both an email and text message and can choose to use a cell phone, computer or tablet to submit their information. Swifthire captures the electronic consent and all required information needed for the background searches. Ask your migration team about taking advantage of this opportunity, and we’ll be glad to activate it for you.
- This is a game-changer for New Hampshire customers because the consent is also captured through this portal
Q: Who will service my account? Will CSS employees lose their jobs?
While phone numbers and email addresses may change, your account will continue to be serviced primarily by our team. In addition, we have three other Operations Centers located in different states, along with several employees working in remote locations – all so we can service you better and provide opportunities to our employees.
Q: Where can I fax orders?
You can FAX orders to 888-454-7679, please send them with this cover sheet and consent.
Q: How long will reports be available to view in my account?
GHRR deletes reports from our system three years after the report is created. For more information about our retention policy, please visit our Knowledge Base article on Data Retention.
Q: How does GHRR protect consumer personally identifiable information (PII)?
GHRR masks, or truncates, all or part of PII in our system, including SSNs, DOBs, and DLNs. This means when you are accessing our system and any reports from our system, you will only see the following: Last four digits of SSNs, month and date of birth (year is truncated), and a completely masked DLNs.
Q: What is your process for sending Pre-adverse and Adverse letters?
GHRR offers two options for Pre-adverse and Adverse letters. The first option allows you to manage the process by first ordering a Pre-adverse letter in the portal, then following that up in five business days with an Adverse letter. For the second option, our team will manage the Pre-adverse letter for you upon request. In five business days, we’ll send a courtesy reminder to order the Adverse letter. Please note, there is an additional cost for this service. For more information, please contact us.
Q. Will you continue reaching out to candidates to request information?
As a best practice, GHRR does not typically reach out to candidates for information. Especially for information like PII (SSN, DOB, or Driver's License numbers), we find that candidates respond faster when the communication comes from their potential employer. Because of the sheer volume of background checks we are processing, we prefer our clients manage any communication or data gathering directly with your candidates.