Faculty Loan Repayment Program Application

Bureau of Health Workforce
FLRP Online Application User Guide

BHW Management Information System Solution
(BMISS)
Faculty Loan Repayment Program
Online Application User Guide
April 2018

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Bureau of Health Workforce
FLRP Online Application User Guide

Table of Contents
Table of Contents

2

Introduction: FLRP Online Application User Guide

3

Section 1: Create Account

4

Section 2: Logging In

6

Section 3: Forgot Your Password

7

Section 4: Home Page

9

Section 5: Eligibility

12

Section 6: General Information

13

Section 7: Qualifying Education

15

Section 8: Loan Information

17

Section 9: Employment Search & Information

21

Section 10: Supporting Documents

23

Section 11: Self-Certification

25

Section 12: Review & Submit

26

Section 13: Home Page (“Submitted” status)

27

Section 14: Account Settings

28

Section 15: Resolving Issues

30

Section 16: Resolving Issue Flow Chart

31

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Bureau of Health Workforce
FLRP Online Application User Guide

Introduction: FLRP Online Application User Guide
Goal: The FLRP online application user guide serves as the guidance for the Call Center to answer applicant inquiries. In addition to this user guide,
the call center analysts must be familiar with the FLRP Application Program & Guidance, as some applicant questions will be policy based, and are
not discussed in this document. The primary intent for this user guide is to focus on the functionality developed for the FLRP online application.
Roles: There are no roles associated with the FLRP online application, as any external user can apply.

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Bureau of Health Workforce
FLRP Online Application User Guide

Section 1: Create Account
Figure 1.1

In order to begin the FLRP Online Application, the
applicant must first create an account.
Steps:
1. Applicant navigates to the online application via
the web link:
https://programportal.hrsa.gov/extranet/landing.seam

2. Applicant selects the “Create a FLRP Application
Account” link in the bottom left hand section of
the page (see figure 1.1).

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Bureau of Health Workforce
FLRP Online Application User Guide

Figure 1.2

The applicant will be prompted to fill in a series of fields in order
to create an account. Once the applicant selects “Create,” the
system will send an activation email to the email address
provided when creating an account.
Steps:
1. Applicant responds to each of the required fields (see figure
1.2).
to register for an account with the
2. Applicant selects
Faculty Loan Repayment Program (FLRP).
3. System prompts the user at the top of his/her screen that
“We have successfully created your account. Please check
your email for instructions how to enable your account.”
4. Applicant goes to the email account used to create the FLRP
application and finds the email from FLRP in the inbox.
5. Applicant selects the activation link in the body of the email.
6. System re-directs the applicant to the FLRP application “Log
In” page, with a notification that his/her account is now
activated.

Business Rules:
•
•
•

•

The email address provided by the applicant will serve as his/her FLRP online application username.
The Applicant can view the FLRP Application and Program Guidance by selecting the link in the first paragraph.
The following information will be auto-populated on the General Information page:
o First & Last Name
o Middle Initial
o Title
o Suffix
Applicants can roll over the tool tip next to the “Password” field for details on password criteria.
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FLRP Online Application User Guide

Section 2: Logging In
Once an applicant activates the account, the applicant is able to log in. The applicant will enter the email address (username) and password used when creating the
account in order to log in. If the applicant forgets the password, the applicant can select the “forgot your password?” link to reset the password; this will be later
described in Section 3 (next page).
Figure 2.1

Steps:
1. Applicant enters his/her email address and password
(figure 2.1).
2. Applicant selects

.

3. System re-directs applicant to the FLRP Online
Application Home Page.

Business Rules:

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•

After selecting the activation link in the email, the system
notifies the applicant that the account is activated (this
only happens once on the initial log in).

•

After the applicant’s second failed log in attempt, the
applicant will be warned that the account will be locked if
the next log in attempt is incorrect.

•

The applicant’s account will be locked after the third
failed log in attempt and the applicant will be required to
go through the “Forgot your Password” process or
contact the Call Center to unlock the account.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 3: Forgot Your Password
If the applicant forgets the password, the applicant will have to select the
Figure 3.1

link and follow these steps in order to reset it:
Steps:
1. Applicant selects

on the log in page.

2. Applicant enters the email address and selects
3. Applicant answers the security question and selects

(figure 3.1).
(figure 3.2).

4. System displays confirmation and sends an email to applicant (figure 3.3).

Figure 3.2

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Figure 3.3

Bureau of Health Workforce
FLRP Online Application User Guide
Steps (continued):

Figure 3.4

5. Applicant goes into email inbox to access the email
which was sent to activate the account.
6. Applicant selects Reset Password Link from the email.
7. Applicant enters new password and selects
(figure 3.4).
8. System updates new password.
9. Applicant is directed to the BHW portal home page.
10. Applicant selects “Applying for the Faculty Loan
Repayment Program.”
11. Applicant enters in email address and new password.
Notes:
•

Passwords must have a minimum length of eight characters; shall not contain slang, jargon, or personal information; shall not contain all or part of your
username; and must contain: at least one English upper-case character (A-Z), at least one English lower-case character (a-z), at least one numerical digit (0-9),
and at least one special character (e.g. @, !, $, %). A character may not be repeated more than once in succession.

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FLRP Online Application User Guide

Section 4: Home Page
Upon logging into the application, the applicant will first see the Home Page. The Home Page will display content as it relates to the application status. If the
applicant is in “Not Started” status, the page will display an outline of the FLRP application and a button that allows the applicant to begin the application. Once the
application has been started, the status will be “In Progress” and the Home Page will display a table with the application progress.
Steps:
Figure 4.1

1. Applicant reads through the information displayed
on the Home Page (see figure 4.1).
2. Applicant selects

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.

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FLRP Online Application User Guide

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FLRP Online Application User Guide
If the applicant has already started a FLRP online application and is logging back in, the home page will display the “In Progress” status if the applicant has already
started his/her FLRP online application and logged off, upon logging back in, he/she are directed to the Home Page. The Home Page will now display “In Progress”
status, and the applicant will be able to select “Continue” or a link to the desired section from the table.
Steps:

Figure 4.2

1. Applicant reads information on status page (see figure
4.2).
2. Applicant selects to navigate to a specific section by
selecting the active link to the desired page name in
the table.
a. Only pages that have been completed or are in
progress can be selected.
3. Applicant selects
a. System directs applicant to first incomplete page.
Business Rules:

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•

The system shall only link to pages that are in a
“Complete” or “In Progress” status. The applicant will
not be able to navigate to a page that has a “Not
Started” status.

•

If the applicant selects “Continue,” the applicant will be
taken to the first incomplete page. For example, if
Education Information is “Complete”, system shall
direct applicant to Loan Information if “Continue” is
selected from the Home Page.

Bureau of Health Workforce
FLRP Online Application User Guide

Figure 5.1

Section 5: Eligibility
The Eligibility Page is used to determine if an applicant meets the
basic eligibility requirements for the Faculty Loan Repayment
Program. If based on the answers given, the applicant is eligible,
the rest of the application will be available to complete. If the
applicant is ineligible, the applicant will receive a screen detailing
the eligibility requirements. The system will not tell the applicant
what combination of answers caused the applicant to be deemed
ineligible. The applicant has the opportunity to return to the
Eligiblility page to alter any answers.
Steps:
1. Applicant answers all required questions (see figure 5.1).
2. Applicant selects
all the eligibility questions.

once he/she have answered

3. Applicant will be directed to General Information page if
found eligible.
Business Rules:

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•

If the applicant answers “Yes” to question 5, the system will
display two sub-questions.
o Each subquestion is required
o If applicant indicates “Yes” for “Will it be completely
satisfied on or before the application deadline?” he/she
will be required to provide supporting documentation on
the supporting documents page.

•

Select any tool tip for additional information on specific
questions.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 6: General Information
The General Information page consists of questions about the applicant’s contact information. The information under Full Name (such as First and Last Name, etc.)
is pre-populated from the answers the applicant entered when creating his/her account. These fields are editable.
Figure 6.1

Steps:
1. Applicant answers required fields (see figure 6.1).
2. Applicant selects
fields.

once he/she have answered all the required

3. Applicant will be directed to Education Information page if all required fields are
entered.
Business Rules:
•

The following fields are populated from answers entered during the create
account process:
o First Name
o Last Name
o Middle Initial
o Title
o Suffix

•

If the applicant selects a Country other than the United States, the
State/Province/Region field transforms from a dropdown to a required text field.

•

Only the last 4 numbers of the applicant’s SSN will be displayed after the page
is saved (xxx-xxx-1234).

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FLRP Online Application User Guide
Business Rules cont.:
•

The applicant will not be able to move forward if the SSN associated
with the account is found to:
o Have defaulted on a previous BHW obligation
o Have an existing service with an obligation end date past the
application deadline
o Exist in another FLRP application account

•

If applicant indicates that one of his/her phone numbers is a non-U.S.
#, the field updates from a U.S. phone format field to a text field.

•

Applicant Birth Date must be prior to application cycle start date.

•

The Account Settings page will contain the following pre-populated
fields upon submission of the application:
o Applicant home Current Mailing Address
o Applicant Preferred (Primary) Number
o Applicant Alternate (Secondary) Phone Number

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FLRP Online Application User Guide

Section 7: Qualifying Education
The Qualifying Education page collects eligible discipline, graduation status and other relevant education information from applicants.
Steps:
Figure 7.1

1. Applicant selects eligible discipline and answers (see
figure 7.1)
2. Applicant indicates whether he/she is currently enrolled in
a health professions school.
3. Applicant selects
discipline is saved.

at which point the eligible

4. Applicant enters required school information in the “Add a
New School” section (see figure 7.2).
a. Applicant will selects the checkbox if he/she did or
will receive a degree in his/her eligible health
profession discipline.
b. If applicant indicated that he/she did or will receive
a degree in his/her eligible health profession
discipline, the applicant will be required to indicate
the type(s) of degree received and date received
in Step (4).
5. Applicant selects
6. Applicant selects

to select the appropriate document (unofficial transcript) to upload.
in order to save the entered school information.

7. Applicant can edit or delete school information entered by selecting
8. After choosing to edit a school, the applicant selects

or

Edit

next to the school information he/she wish to edit or delete.

Delete

to save changes and updates.

9. Applicant selects OK to confirm intent to delete a school.
10. Applicant selects

once all schools have been added to the table and all required fields have been entered.

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FLRP Online Application User Guide
Figure 7.2

11. Applicant will be directed to Loan Information page if all
required fields are entered.
Business Rules:

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•

If applicant checks box “I did or will receive my degree in my
eligible health profession discipline (indicated above) from
this school” then the applicant must select the type of
degrees receive and date degree received in Question 4.

•

Applicant must enter at least one school at which the
applicant received or will receive an eligible degree/discipline
in order to continue.

•

The School End Date and Received Degree Date (if
applicable) of each school must be before or on 6/28 of the
current fiscal year in order for the applicant to be eligible.

•

The School End Date must be on or before the Received
Degree Date.

•

The School Start Date must be:
o After Birth Date
o Prior to Current Date
o Before School End Date

•

The applicant must submit an unofficial transcript for each
school entered on the qualifying education page in order to
continue to the Loan Information.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 8: Loan Information
The Loan Information page collects the applicant’s information regarding the loan information the applicant will submit with his/her FLRP Application. The applicant
will be required to provide the loan account servicing lender, original amount, balance, related dates and supporting documentation for each loan submitted.
Steps:
Figure 8.1

1. Applicant selects

Add a New Loan

(see figure 8.1).

2. Applicant is directed to the Loan Details page (see figure
8.2)
3. Applicant selects
once he/she has answered all required fields.
4. On the Supporting Documents page for the loan, the
applicant will upload the required documentation for each
loan (see figure 8.3).
5. Applicant selects the type of document he/she wants to
upload.
6. Applicant selects
the document selected.
7. Applicant selects

to find the file that contains

to upload the file selected.

8. Applicant will see the documents that have been uploaded,
the type of document uploaded and the status of the
document.
a. The applicant will also have the option to remove the
document in a table at the bottom of the page.
9. Applicant will repeat steps 1-7 for each loan submitted for repayment.
10. Applicant selects

once he/she have uploaded all required documents.

the applicant will be directed to a loan summary page where he/she can view each loan submitted under each servicing lender with the
11. After selecting
loan’s account number, balance, and if the applicant uploaded all required documents for the loan (see figure 8.4).

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FLRP Online Application User Guide

Figure 8.2

12. Applicants can edit a loan by selecting Edit next to
the loan he/she wish to edit on the loan summary
page.
Business Rules:

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•

If the applicant selects “Other” to Question 1 “Name of
Current Servicing Lender,” the applicant will be
required to enter the name of the servicing lender,
phone number, and fax number.

•

If the applicant answers “Yes” to Question 7 “Is this
loan in default?” the applicant will be required to
provide the date of default.

•

If the applicant answers “Yes” to Question 8 “Is this
loan under federal court judgment?” the applicant will
be required to provide the date of judgment.

•

If the applicant answers “Yes” to Question 9 “Was this
loan sold?” the applicant will be required to provide the
name of the original servicing lender.

•

If the applicant answers “Yes” to Question 10 “Is this a
consolidated loan,” the applicant will be required to
give the number of loans that have been consolidated
and the original dates of each consolidated loan.

•

The applicant will be required to provide supporting
documentation for each loan entered in order to submit
the application. The applicant will be prompted to
upload the documents on the Loan Supporting
Documents page. The applicant may continue, but will
not be able to submit the application until all supporting
documents are uploaded. The required documents are
determined by the loan type.

Bureau of Health Workforce
FLRP Online Application User Guide
Figure 8.3

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•

Applicants will have the option to edit any loans that have been
entered by selecting Editin the loan summary table. This will
direct the applicant to the loan details page where the applicant
may edit the loan information or remove the loan from the
application.

•

Applicant will have the option to delete any loan document that
has been uploaded by selecting Remove
in the uploaded
documents table next to the document.

•

The loan information page will display each servicing lender.
The details associated with the servicing lender will be
collapsed, and can be expanded to view the account number,
balance, status of uploaded documents, and option to edit the
loan.

•

System shall require that Original Date of Loan be:
o No more than (3) months prior to earliest school start date,
If No to Consolidated Loan
o No more than (3) months after latest School End Date, if
No to Consolidated Loan
o After Loan Consolidated Dates, if applicant indicated that
the loan was consolidated
o Prior to Loan in Default/Loan Judgment Dates, if Yes to
Loan in Default or Loan under Judgment

•

System shall require Consolidated Loan Dates to be:
o No more than 3 months prior to earliest school start date
o No more than 3 months after latest school end date
o Prior to Original Date of Loan

•

The application will automatically remove any document
uploaded for Consolidated Loans if the loan is edited and the
Consolidated Loan supporting document is no longer required.

Bureau of Health Workforce
FLRP Online Application User Guide
Figure 8.4

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Bureau of Health Workforce
FLRP Online Application User Guide

Section 9: Employment Search & Information
The Employment Information page asks for the applicant’s current employment information. FLRP applicants must apply with a school as the site of employment.
Figure 9.1

Steps:
1. Applicant enters required information for the employment site (see
figure 9.1).
2. Applicant selects

.

3. Applicant chooses the appropriate school from the list of search
results. If the applicant does not see the correct school on the list
of results, the option at the bottom of the results list, “I do not see
my school listed. Please add this school with the address above as
the accredited school at which I am employed” should be selected.
4. Upon selecting a school, the applicant will be required to enter all
required fields (see figure 9.2).
5. Applicant selects

.

Business Rules:
•

Applicant must enter a school name and address in order to
continue.

•

Applicant must indicate contract duration and contract appointment
dates if response to appointment status = Not Tenured
o Applicant must select appointment duration months from
dropdown if “Other” is selected
o Appointment End Date must be after Appointment Start Date
o Appointment Start Date must be on or prior to July 31st of the
current fiscal year

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FLRP Online Application User Guide
Figure 9.2

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FLRP Online Application User Guide

Section 10: Supporting Documents
The Supporting Documents page displays all required documentation that an applicant must submit with his/her FLRP application. Applicants may be required to
upload documents that correspond to the answers provided on the application.
Steps:
Figure 10.1

1. Applicant selects the type of required document intended to
upload (see figure 10.1).
2. Applicant selects
to upload.
3. Applicant selects
appropriate document.

to find the document he/she wishes

when he/she selects the

4. Applicant repeats these steps for all of the required documents.
5. Applicant selects

(see figure 10.2).

Business Rules:

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•

The file name of the uploaded documents will be displayed.

•

Applicant can upload the following formats:
o .jpg
o .doc
o .pdf
o .txt

•

Applicant can upload document size up to 4 MB.

•

The document status will be updated as:
o Not Received
o Received

•

A transcript will be required for each school submitted on the
Qualified Education page for the applicant to continue.

•

If the applicant answered “Yes” to Existing Service Complete
Prior to Deadline on the Eligibility page, a “Service Obligation
Document” is required for the applicant to continue.

Bureau of Health Workforce
FLRP Online Application User Guide
Figure 10.2

•

If the applicant answered “Yes” to Still in School on the Education
page, a Letter of Good Standing is required in lieu of a copy of
diploma or certificate.

•

If the applicant answered “Yes” to Previously Received FLRP
Award on the General page, a copy of the most recent FLRP
Payment History will be required.

•

The applicant will be able to view documents that have been
uploaded after application submission.

•

All required documents must have a status of “Received” for the
applicant to submit the application.

•

The Document Type of each loan under the Loan Documents
table will be displayed based on the type of loan document:
o Required Loan Supporting Document
o Additional Loan Document
o Consolidated Loan Supporting Document

•

The loan service and account number will be displayed next to
each loan document uploaded.

•

The required loan documents and required school transcripts
must be uploaded on the Loan Information page and Qualified
Education page respectively. The status of the documents will be
reflected on the Supporting Documents page.

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FLRP Online Application User Guide

Section 11: Self-Certification
The purpose of the Self-Certification page is for the applicant to confirm the statements regarding debarment, suspension, disqualification and related matters form.
The applicant also gives authorization for disclosure of financial information. The applicant must agree to these certifications in order to submit the FLRP application.
Figure 11.1

Steps:
1. Applicant reads the Certification Regarding Debarment, Suspension,
Disqualification and Related Matters statement (see figure 11.1).
2. Applicant checks the box that certifies to the statement.
3. Applicant reads the Authorization for Disclosure of Financial
Information.
4. Applicant checks the box showing he/she gives authorization.
5. Applicant selects

.

Business Rules:
•

The applicant must check both boxes to continue.

•

The applicant will be directed to the Review and Submit page after
he/she completes the certification page.

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FLRP Online Application User Guide

Section 12: Review & Submit
The Review & Submit page is the final opportunity that the applicant has to review and update the application prior to submission. The Review & Submit page has a
table with each section and the status of that section. The applicant can select the top navigation menu or a link in the Review & Submit table to view the chosen
page.
Figure 12.1

Steps:
1. Applicant reviews the application (see figure 12.1).
2. Applicant enters the password and selects

.

Business Rules:

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•

Applicant may view and edit any page of the application by
clicking on the page name before submitting.

•

Applicant must enter in his/her correct password in order to
submit the application.

•

All page statuses except for review and submit must be
complete for applicant to submit the application.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 13: Home Page (“Submitted” status)
After the applicant submits the FLRP application, the home page will display a “Submitted” status (see figure 13.1). The home page will always display the overall
application status. Additionally, the page will provide the applicant links to the uploaded supporting documentation. The tables are divided by type of documents,
with the supporting documentation in the first table, transcripts in the second table, and the loan documents in the last table. The table displays the document title,
the document file, and the status (which will all be received), and provides the applicant the ability to view each document. The applicant will also have the ability to
update the Account Settings, view the submitted application (in .pdf, non-editable form) and view the FAQs page.

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FLRP Online Application User Guide

Section 14: Account Settings
If the applicant has not yet submitted the application, the only functionality the Account Setting page will serve is to change the password. In addition, the applicant
will be able to see the application ID.
Steps to reset password:
Figure 14.1

1. Applicant enters his/her current password
(see figure 14.1).
.

2. Applicant selects

3. System displays New Password and Confirm
New Password fields.
4. Applicant enters New Password and Confirm
New Password.
5. Applicant selects

.

6. System displays confirmation that password
has been successfully updated.
Business Rules:
•

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The applicant will not be able to change
the email address until the applicant
becomes a participant in BMISS.

Bureau of Health Workforce
FLRP Online Application User Guide
Once the applicant has submitted his/her application, the Account Settings page will show the previous page with the functionality to change his/her password as
well as additional information. Not only will the applicant have the ability to view his/her application ID and change password, but also edit his/her preferred mailing
address, as well as home and mobile phone numbers.
Steps:
1. Applicant updates any desired information.
2. Applicant selects

.

3. System updates information.

Business Rules:
•

The following fields are auto-populated and read-only:
o Email Address
o Application ID

•

The following fields are auto-populated and can be edited:
o Preferred Mailing Address
o Phone

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FLRP Online Application User Guide

Section 15: Resolving Issues
Please follow the instructions to resolve any inquiries a FLRP applicant might have:

1. For Technical Issues:
•

When a technical issue is encountered, e.g. Applicant cannot upload supporting documents, the Call Center should log this issue in the BMISS Issue
Tracker with the applicant’s contact information and a description of the problem. At this point, the BMISS HyperCare Support Team would define and
resolve the issue as well as notify the Call Center analyst of the resolution.
Call Center email: [email protected]
Call Center phone number: 1-800-221-9393 or TTY for hearing impaired at 1-800-897-9910

Logging Issues:
• When logging issues into the BMISS Issue Tracker (http://www.hrsabmissspuat.com:1000/default.aspx)
– Log issues as “FLRP Online App” for the Type of Issue field.
– Attach a screenshot to the issue (if applicable)
– Include the following details in the Summary section:
• Applicant information: Full name, email, phone number, unique ID and last four of SSN
• The exact Online Application screen the applicant was on when the issue occurred
• The Web Browser the applicant was using
• The frequency of the issue

2. For Program Related Issues:
•

If an applicant has a program question, the Call Center will try to answer the problem by referring to the Application and Program Guidance. If the Call
Center is unable to answer the question, the Faculty Loan Repayment Program should be contacted by Call Center.

Online Application Program Related Issues Contacts:
FLRP main email: [email protected]
FLRP main phone number: 301-594-4098
Capturing Applicant Information:
• The following applicant information should be captured and as much detail of the issue as possible:
– First and Last Name
– Email Address
– Phone Number
– Unique ID
– Section of online application the user was on when the problem was encountered
– Detailed summary of the problem
– Supporting Document (If applicable)
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Section 16: Resolving Issue Flow Chart
Applicant

Applicant
encounters
encounters
issue
issue with NSP
with
FRLP
Application

Start

Application

Applicant reaches out to
Call Center

Can Call Center
Analyst answer the
question?

No

Call Center Analyst
determines if the inquiry is
a technical issue or
program related question

Is the issue
Technical or
Program Related?

Program
Issue

CallCenter
Center Analyst
Call
Analyst
communicates
communicateswith
withNSP
FLRPto
resolve
to
resolvethe
theissue
issue

Yes

Technical
Issue

End

Call Center Analyst logs
detailed description of the
issue in BMISS Issue
Tracker

NSP Analyst resolves the
applicant’s issue
applicant's issue

BMISS HyperCare
Support addresses the
issue

NSPAnalyst
Analyst
contacts
FLRP
contacts
thethe
Call
Call Center Analyst and
Center
Analyst
and
notifies
notifies them of the
them of
the resolution
resolution

BMISS HyperCare emails
the Call Center Analyst
regarding the resolution of
the issue

NSP Analyst
communicates the
communicates the
resolution
the
resolution
to thetoapplicant

FLRP Analyst resolves the

FLRP Analyst
applicant

Call Center Analyst
communicates the
resolution to the applicant

End

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