Frequently Asked Questions
Get your client-specific questions answered with our FAQ.
What should I do when the Applicant Verification results show the number is invalid?
If the Applicant Verification results show that the Social Security number provided by the applicant is invalid, please first contact One Source to verify that the Social Security number was entered correctly when the order was placed.
If the Social Security number was entered correctly and still shows as invalid, please check with your applicant to make sure the correct Social Security number was provided to you.
If an applicant has a Social Security card that is stamped “VALID FOR WORK ONLY WITH DHS AUTHORIZATION” or “VALID FOR WORK ONLY WITH INS AUTHORIZATION”, you will need to contact the Social Security Administration, as our system is unable to recognize and process these Social Security numbers. One last possibility is that the applicant has actually provided you with an invalid Social Security number. Please contact a One Source Client Relations Representative about using the E-Verify system if you would like to confirm Social Security Numbers.
How do I read a credit report?
Click here to download the TransUnion Credit Report Guide.
How do I request a background check order from One Source?
If you need assistance entering an order into the One Source Online System please contact One Source at (402) 933-9999 or (800) 608-3645 and ask to speak to a member of the Client Relations Team.
What is a site inspection?
Any company requesting consumer reports must prove the legitimacy of the business and the security procedures for storing consumer reports. Any company not undergoing a site inspection will be denied access to consumer reports.
*One Source will accept accreditation certification for a business instead of a site inspection. A business that has gone through certain requirements of accreditation must show proof of accreditation for exemption of the required on-site inspection. Those businesses eligible for this exemption are schools, members of the banking Industry and healthcare facilities. Proven documentation must be provided at the time of application for approval at One Source’s judgment. All clients pulling Trans Union Credit Reports will be required to have a site inspection per Trans Union. For more information on Site Inspections click here.
How do I correct a data entry or service selection error after I have already submitted the order to One Source?
Contact One Source at (402) 933-9999 or (800) 608-3645 and ask to speak to a member of the Operations Team.
What is the turnaround time for my order?
The average turnaround time for a report is 24 to 48 hours depending on the searches that you have ordered. If you need to know how long a particular applicant is going to take please contact a member of the Operations Team at (402) 933-9999 or (800) 608-3645.
Do applicants need to sign a release form before I can conduct a background check?
In order to stay compliant with the Fair Credit Reporting Act and your One Source Client Service Agreement, you must obtain a release from the applicant before ordering your background check. If you have any questions about which release form to use or how to request multiple services on an employee please contact the One Source Client Relations Team.
Can I provide applicants a copy of their background check report?
Where can I get a copy of the background check release form?
Click here to download the release form.
What information is used to verify criminal case information?
A full name (first, middle, and last name) and a full date of birth are most commonly used in verifying criminal information. A social security number, address, and a driver’s license can also be used depending on what information needs to be further verified. Please input as much information as possible. This will provide you a better and more accurate criminal background check.
Why does the background check report include dismissed charges?
Arrests or tickets which have become dismissed charges can be reported for seven years from the date they were filed in accordance with the Federal Fair Credit Reporting Act. This information would be considered “Negative Information” about a consumer and can be reported for seven years from the file date. One Source does allow for our clients to choose whether or not they want dismissed information. If you are receiving dismissed charges on your report and you want them to stop, please notify one of our customer relations specialists and they will make the changes to your account. If you would like dismissed information and are not currently receiving it, they can also help to add them to your account.
Why does One Source report case information older than seven years?
One Source searches as far back as each county will let us search (each county makes their own search criteria) in an effort to provide the most complete report available. The Federal Fair Credit Reporting Act does not limit the time frame for listing criminal convictions. Therefore criminal convictions may be reported indefinitely. The most important reason for our search beyond seven years is to look for cases where the individual has been in jail or prison for an extended period of time (10, 15, 20 years) and was recently released. If we only searched for convictions in the previous seven years, pertinent charges such as murder, rape and other felony charges about your applicant may not appear. Exceptions may apply when an applicant and/or employer are located in a state that has specific guidelines. In such situations, One Source will report case information as applicable.
Clients can request a limit on the number of years reported to show only the last 7 or 10 years of criminal information. For these accounts, One Source will list criminal history for 7 (or 10) years from the final date of disposition. How does this apply? The information is reportable 7 (or 10) years from the disposition date plus any time required for the disposition. For example, an applicant has a disposition of 2 years probation, the case would be listed for 9 years from the disposition date. Please contact Client Relations for more information on limiting the amount of criminal history received.
What does it mean when the Adult / Child Abuse Registry search is Incomplete?
The Adult/Child Abuse Registry is marked as Incomplete, with the comment: “The other check is PENDING a complete review of archived Other records” while the abuse requests are in process. One Source does this so the client can see that the abuse request has been ordered and is in process. This also allows One Source to deliver the remainder of your order without causing any additional delays.
Where can I get a copy of the Iowa Adult/Child Abuse forms?
Who do I contact if I have a question about the results of the background check report?
Please contact a our Team by calling (800) 608-3645 and we will be happy to answer any questions.
Is there a way to search and view background reports using my online account?
Click here to download detailed instructions on how to view background reports.
How do I receive the results of my background check order?
An HTML embedded web-link will be emailed to you when your report is completed. That link is password protected. Or you can search for your applicant under the applicant tab by social security number or last name.
What does it mean when the Adult/Child Abuse Registry search is marked as “See Comments”?
- The Adult/Child Abuse Registry is marked as See Comments, “This search requires state specific signed release form.” with any of the following comments:» “Please fax completed IOWA AUTHORIZATION FOR RELEASE OF CHILD ABUSE INFORMATION form to One Source at 402.333.3280 or 1.800.929.8117.”» “Please fax completed IOWA REQUEST FOR DEPENDENT ADULT ABUSE REGISTRY INFORMATION form to One Source at 402.333.3280 or 1.800.929.8117.”» “Please fax completed NEBRASKA HHS RELEASE OF INFORMATION form to One Source at 402.333.3280 or 1.800.929.8117.”This means that the appropriate state-specific abuse release form was not received by One Source. If you receive a report containing this message, simply fax the appropriate abuse release form to One Source at 402.333.3280 or 1.800.929.8117. Once the form has been received, the report will be updated to reflect as such.
- The Nebraska Child Abuse Registry is marked as See Comments with the following comments: “This search requires state specific signed release form.”*PLEASE HAVE APPLICANT COMPLETE THE NEW VERSION OF THE NEBRASKA ABUSE REGISTRY RELEASE FORM.*This means that an outdated version of the Nebraska Abuse release form was submitted to One Source. The Nebraska Department of Health and Human Services went to one standardized version of the Nebraska Abuse release form. They will no longer accept any version of the Nebraska Abuse release form that differs from the newest version of the form which can be found under Forms and Links. If you receive a report containing this message, please have your application complete the new version of the Nebraska Abuse release form
- The Adult/Child Abuse Registry is marked as See Comments with the comment “Record of abuse found.” This means that the Department of Health and Human Services has found a record of abuse matching the name and information provided by your applicant. One Source is only notified if there is a record of abuse found, or if there is no record of abuse found. One Source and the client do not receive any specific details regarding the record of abuse. For more information regarding the record of abuse, please contact your applicant.
How can an applicant request a correction of a Child Abuse report?
For requests for correction of a CHILD abuse report, your applicant will need to do the following:
In Iowa: Please submit a request in writing to Central Abuse Registry, Attn: Registry Review, 5th Fl, 1305 E Walnut St, Des Moines, IA 50319-0114. Your applicant will be notified in writing of the Registry decision whether to grant review of a report. If your applicant disagrees with this decision, the written notice will explain how they may request an administrative hearing about the report and its conclusions. (Iowa Code Section 235A.19)
In Nebraska: Please contact the Nebraska Department of Health and Human Services at 402-471-1078 for further assistance.
Other States: Please contact One Source at (800) 608-3645 for instructions.
How can an applicant request a correction of an Adult Abuse report?
For requests for correction of an ADULT abuse report, your applicant will need to do the following:
In Iowa: Please contact the Iowa Department of Health and Human Services at 515.281.5581 for further assistance.
In Nebraska: Please contact the Nebraska Department of Health and Human Services at 402.471.9190 for further assistance.
What is a No User Pass?
No User Pass is now Applicant Entry Link. If your business will be ordering multiple background reports due to a constant candidate pool, One Source can set you up with a custom link for ordering background checks. You can then share this link with your candidates who can order their background checks on their own time. These orders are processed through your client account just as though your company entered them individually. Those with access to your account can see the orders and processed reports.