SOFTWARE/PROCESSING
FAQ's from the Client Relations Department
InfoMart's Client Relations Department is dedicated to meeting the information needs of each of our clients. Communication between the client and other departments within InfoMart is coordinated through our customer service representatives. The Client Relations Department's mission is to provide, retrieve and coordinate phone calls, faxes and e-mails to complete profile processing. To help our clients through the applicant screening process, we have assembled the following list of frequently asked questions:
Why doesn't my WebASAP password work?
Your WebASAP password expires every 45 days if it is not used. If you attempt to login to WebASAP and cannot enter your password, call the Client Relations Department, and we will be happy to reset your password for you.
Can my applicant go to any LabCorp/Quest location for drug testing?
No. Your company's drug testing protocol was established during the account set-up and implementation phase. At that time, either Quest Diagnostics or LabCorp was chosen as your preferred lab. Should you need to make a change to your drug testing procedures, please contact your client representative.
Why are there other names on the National Social Security Search?
The National Social Security Search (NSSS) queries a series of several hundred databases that store information based on the Social Security Number (i.e. utilities, credit, subscriptions, etc.). Because it covers such a wide array of databases, there is always a possibility that other names and addresses may appear on the report. Therefore, the results should be carefully reviewed.
What variables could affect the turnaround time of my applicant profiles?
- When conducting previous employment or education verifications or motor vehicle reports in certain states, InfoMart requires a copy of the applicant's signed release. When entering these services into WebASAP, faxing the signed release to (770) 984-8997 upon submission will help to ensure a faster turnaround time.
- The turnaround time of drug testing results is dictated by both the lag time before an applicant takes his/her drug test as well as the potential involvement of a Medical Review Officer.
- Incomplete contact/location information for previous employers, educational institutions, and personal references can add processing time to the verification of these entities.
Can I modify a profile request?
Yes. If you fax in your request, you will need to contact the Client Relations Department to modify the request or fax in the corrected profile request form with "modify" written on the front. If you enter your request in WebASAP, you will need to select the applicant again and then click on the "Modify Request" tab. Then simply make any changes to the desired service, and re-submit to InfoMart. It is important to note that anytime a primary applicant identifier (name, SSN, date of birth) is altered, all criminal searches will be conducted again, to ensure that you receive the most accurate criminal records available.
If you have additional questions about processing your applicants, please call our Client Relations department at 800-800-3774 option 2 or email customerservice@infomart-usa.com.
