Frequently Asked Questions

The DISA Global Solutions proprietary platform, Clairiti, is currently undergoing a rename/rebrand to DISAScreen. You may see both names referenced in resources as we work on the update, but they are the same platform. 

Q1: Why am I changing platforms?

DISA Global Solutions – Formerly GHRR, your background and/or drug screening provider, has grown significantly - through a combination of organic growth and high-quality acquisitions/mergers; first the acquisition in 2020 of Employment Screening Services (ESS) and most recently, the GHRR being acquired by DISA Global Solutions (DISA).  This expansion provides an opportunity for GHRR to give back to our customers by providing a platform upgrade for all customers at no cost. 

So, what should you expect moving to DISA Global Solutions  DISAScreen Platform?

• Greater flexibility for you and your candidates  Upgraded features to support your screening processes more seamlessly
• Additional reporting features to show you the information you need to know
• 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

Q2: When will I migrate to DISAScreen, and what’s involved?

Our approach to migration is to systematically move accounts in predetermined groups to provide proper support. We will start the migration process soon and typically can have you ordering on the new platform within a few weeks.  Don’t worry; there will be no disruptions to your ability to order and receive background checks during the migration process. Our goal is to mirror your account 1:1 from your legacy platform into  DISAScreen and provide proper training for you and your team.

A DISA Project Manager will help coordinate the timing of your migration and make sure the process runs smoothly. 

Q3: How will the transition to the DISAScreen platform affect my users' experience and what additional features will be available?

The  DISAScreen user interface streamlines ordering, managing, and completing the background process, ensuring your users can quickly interact with every stage of the background screening process. 

• Order Visibility with real-time status updates
• Updated ETAs predicting order completion
• Advanced User Interface
• Ability to search for orders based on any criteria
• Filtering data in key views such as the Dashboards 
• System functions are configurable to business process - optimizing user experience and improving efficiency.
• Access to pre-configured administrative reports
• Advanced Candidate Engagement
• Preview Our Training Documents & Videos (Q8 below) to see these features in action.

Q4: Can my candidates still use a website to provide DISA Global Solutions with the required information for the background screening process or will they need to download an app?

DISAScreen features a mobile-friendly Candidate Experience (CX) which provides a seamless experience for the exchange of Disclosure and Authorization documents. This candidate experience is web-based and uses responsive web technology to function on the candidate's device of choice (computer, tablet, smartphone) and does not require downloading an app. The DISAScreen Candidate Experience includes:

• Optimized Mobility: Responsive web technology reduces mistakes.
  • Example: When collecting driver's license information, DISAScreen validates candidate data entry based on the license # format rules of the state
• Minimal Data Entry: Minimizes the need for candidates to enter duplicate information across data collection forms.
  • Example: Employment history is used to create DOT SPHRR forms dynamically
• Smart Data Collection: Intelligent rules dynamically adjust the candidate experience (CX) Collects only the data needed to process your screening needs.
• End-to-End Process Engagement: The Candidate Center portal provides candidates with real-time access to background screening completion status, secure document uploads, and completed background screening results.

Certain product-specific authorization forms are also available in  DISAScreen as part of the CX process for your candidates.

For organizations interested in maintaining communications and engagement with their candidates through an electronic portal,  DISAScreen delivers the Candidate Center, which provides candidates with an always-available, mobile-enabled user interface to interact with your organization and the background screening process.  Your Migration Project Manager can discuss the Candidate Center with you during the implementation to determine if this would be a good fit for your organization.

Q5: Our site had a custom logo uploaded for the candidate experience. Can we still have that logo?

Yes, custom logos can still be used. Accounts have been set up in  DISAScreen with a mass import tool which auto defaults to the default logos. Simple email your logo in to screening.support@disa.com and request an account update.

Q6: Does DISAScreen host Occupational Health & Drug Screening Services in addition to traditional background screening searches?

Yes.   DISAScreen facilitates Occupational Health and Drug Screening services with streamlined registration processes.   Through DISAScreen, your candidates can self-register for their test(s) on any web-enabled device and be immediately linked to an expanded network of lab collection locations – a significant efficiency for both you and your candidates. Your Migration Project Manager will work with the DISA Global Solutions Health Services team to transition your account as closely as possible.

When utilizing our eScreen & Labcorp integrated registration, only clinics supporting all Drug & clinical services selected will be presented to the candidate. This convenient feature ensures the candidate goes to one clinic for all services.

Please note: Client Users are not copied on registration emails sent to donors. Registration details and notices can be seen and resent while logged into DISAScreen. 

Q7: Will we have new passwords to log in?

Yes. A new account will be created resulting in new login credentials – your new username will be your email address. These credentials will be provided to you and your team prior to your selected cutover date. You will be prompted to create a new password upon your first login.

For your records, HERE is a link to the DISAScreen login page.

Q8: Do I need training?  

We highly recommend reviewing training material to ensure your team is ready to use the new system before the cutover date. For your convenience, you can preview a training video and guide. Our support teams are also available to coordinate training upon request. CLICK HERE for the DISAScreen Training Guide PDF.

Q9: What happens to all the reports I ran on my previous platform? 

Your historical reports will still be available for viewing in your previous platform account. Your previous 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, but you will have access to view.

Q10: What happens to in-progress orders on the previous platform once we migrate?

The in-progress reports will complete as expected and be delivered to you per your user profile settings.

Q11: Will my products and pricing change? 

We mirror account pricing as closely as possible, and any packages you previously used will also be available in the new system. We will contact any clients that have a product offering that will drastically change and coordinate the best option. A few known differences are listed below:

• Standalone State Sex Offenders will be migrated to order a National Sex Offender Search. We are working to update DISAScreen to offer a single State Sex Offender Search as quickly as possible.
• The National Criminal Database search in DISAScreen does not include the National Sex Offender registry. The National Sex Offender search can be added to your ordering options.
• The Abuse Registry search in the legacy platform contained overlapping data in the Nurse Aid Registry. DISAScreen offers 3 distinct products - Adult Abuse Registry, Child Abuse Registry and Nurse Aid Registry. For product mapping the default will be to match the legacy Abuse Registry to the Adult Abuse Registry product in DISAScreen. Please contact support if you need to adjust the registry on your account.

The names of the products may be slightly different which is why we’ve created a product map. This product map will also list any products that will be sunset due to compliance or low use.

Q12: Will my invoice and payment process change?

Yes, you will receive an invoice on the 1st of every month via email. There will be a link to a PDF summary breakdown of each location's ordering and total, as well as a detailed excel to view order level searches/charges. Please note that paper-based invoices will not be available once migrated to the DISAScreen platform.

DISAScreen invoices will contain new instructions for making payments to DISA Global Solutions . At this time credit card payments are not accepted for DISAScreen invoices. You will be able to pay via mailed check, or ACH through our accounting team at ghrr-billing@disa.com. Please find ACH information HERE .

Please note our billing information included below:

DISA Global Solutions

P.O. Box 737769

Dallas, TX 75373-7769

Q13: Why did we get two invoices after our account officially migrated?

Our approach to the migration was to systematically move accounts in predetermined 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 platform while the remainder are completed and billed from the  DISAScreen platform. The good news is it should only impact 1 billing cycle with all remaining invoices coming from DISA Global Solutions.

Q14: Who do I contact if I need assistance? 

The DISA Global Solutions 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:

screening.support@disa.com

800-790-1205

Standard Hours of Operation are Monday – Friday 8:00-8:00 EST

Q15: Do I need to update my consent forms? 

It is always a best practice to regularly review your consent forms. DISA Global Solutions default consents will be used if you will leverage the  DISAScreen CX process. Please CLICK HERE for updated exemplar disclosures and authorizations.

Q16: How will my results be delivered once I migrate? 

A report completion email will be sent to the ordering user with a link to log in and access the report. Embedded or attached PDF versions of the final report will not be sent via email. The delivery of a result link prompting a login is an industry best practice to protect consumer information. Within the platform, you can also look log into DISAScreen and look under ‘Recently Completed’ on the Dashboard.

Q17: The results are formatted slightly differently than what I am used to. Why did this change? 

There may be final report format settings that differ between the two platforms (i.e., footers, vertical vs horizontal presentation, etc.) Reports in  DISAScreen are divided into ‘Report Groups’. This separates the results for Background, Occ Health, International, Credit, & Fingerprinting. Users will see the separate blue Report Results buttons by group at the top of their order. A sample DISA Global Solutions DISAScreen background report can be found HERE.

Our team is ready to help you if you have questions about your results:

screening.support@disa.com

800-790-1205

Standard Hours of Operation are Monday – Friday 8:00-8:00 EST

Q18: Is there anything I need to do to make sure result links are delivered to my inbox?

Be sure to have your IT department whitelist our domain to ensure timely delivery of results: noreply@clairiti.com.

Q19: Who will service my account?

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.

Q20: How does DISA Global Solutions protect consumer personally identifiable information (PII)?

DISA Global Solutions 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: The last four digits of SSNs, month and date of birth (year is truncated), and completely masked DLNs.

Q21: What is your process for sending Pre-Adverse and Adverse letters?

DISAScreen supports designated account users with the opportunity to review completed reports and initiate and manage the Adverse Action process within the portal. The feature will send the candidate all documents (letters, jurisdictional notices, and a copy of the final report) electronically via email once the user initiates the process.  

Users are required to manually send the final adverse once the waiting period (tracked within  DISAScreen's compliance dashboard) has been met. Users will need to return to Compliance Dashboard and click to send the final Adverse or cancel the final adverse if/when needed. All documents sent to the candidate will be accessible to the users in DISAScreen under the Documents tab within the candidate's profile.

Q22. Will you continue reaching out to candidates to request information?

As a best practice, DISA Global Solutions will reach out to candidates for information when an email and/or phone number is provided. Typical reach outs are to confirm provided information like school, employer, or PII (SSN, DOB, or Driver's License numbers) details. We find that candidates respond faster when they are aware of potential communication coming from DISA Global Solutions, we recommend you inform them as part of the onboarding practices.

Q23: Will Verification services follow the same contact cadence on DISAScreen?

Some Verification services will have the same while others will have different contact cadences based on product. Please see the chart below comparing the two systems:

Q24: Will I be contacted about fee approvals?

You will be contacted for any fee approval over $75.00. 

Q24: How long will reports be available to view in my account? 

Reports and records are divided into two categories – Records Owned by DISA Global Solutions and License or Records Owned by the Customer. Please see the details below regarding details and access. Please see this article on data export options.

Records Owned by DISA Global Solutions and Licensed to Customers.

Consumer files, the consumer information contained therein, and the consumer reports issued therefrom, are owned by DISA Global Solutions.  DISA Global Solutions provides a non-exclusive, limited, revocable license to its customers to use its consumer reports for the permissible purpose specified in the Master Services Agreement and related certifications.  DISA Global Solutions currently retains its consumer files for a period of not less than five years.  In certain situations, DISA Global Solutions will retain its consumer files indefinitely.   DISA Global Solutions encourages its customers to download and maintain copies of consumer reports in accordance with their own retention policies and practices.  During the active contract period, DISA Global Solutions will permit customers to access and obtain copies of previously furnished consumer reports, subject to DISA Global Solutions deletion schedule.

Records Owned by Customer 

Electronic Forms I-9, E-Verify case files, and U.S. DOT records are owned by the customer (“Customer Records”).  Please be aware that DISA Global Solutions does not generally provide hosting as a service; however, DISA Global Solutions currently maintains copies of these Customer Records for a period of not less than five years.   DISA Global Solutions encourages customers to download and store copies of Customer Records as they are received.  As a courtesy, during the active contract period, DISA Global Solutions will permit customers to access copies of Customer Records maintained by DISA Global Solutions, subject to DISA Global Solutions deletion schedule.

Retention Periods Subject To Change

The foregoing retention periods are established for internal purposes only and they are subject to change with or without notice, except that in no event will DISA Global Solutions reduce its retention schedule to a period that is shorter than three years.