4 Confirmation of Interest Form

BHW Management
Information System Solution
(BMISS)
Nurse Corps Loan Repayment Program
(NCLRP)
FY 2020 Confirmation of Interest and Welcome Kit
User Guide
May 2020

1

Table of Contents
List of Figures ................................................................................................................................................ 3
Introduction: NCLRP Confirmation of Interest and Welcome Kit User Guide .............................................. 4
Section 1: NCLRP COI and Welcome Kit Process Flow ............................................................................. 5
Section 2: Applicant is Sent COI ............................................................................................................... 6
Steps: .................................................................................................................................................... 6
Business Rules: ...................................................................................................................................... 6
Section 3: Applicant is Ineligible from COI ............................................................................................... 8
Steps: .................................................................................................................................................... 8
Business Rules: ...................................................................................................................................... 8
Business Rules Continued: .................................................................................................................. 10
Section 4: Applicant Declines Award ..................................................................................................... 12
Steps: .................................................................................................................................................. 12
Business Rules: .................................................................................................................................... 12
Business Rules Continued: .................................................................................................................. 14
Section 5: Applicants Accepts Award ..................................................................................................... 16
Steps: .................................................................................................................................................. 16
Business Rules: .................................................................................................................................... 16
Business Rules Continued: .................................................................................................................. 19
Business Rules Continued (2): ............................................................................................................. 21
Business Rules Continued (3): ............................................................................................................. 23
Business Rules Continued(3):.............................................................................................................. 25
Section 6: Applicant Does Not Respond to COI ..................................................................................... 26
Steps: .................................................................................................................................................. 26
Business Rules ..................................................................................................................................... 26
Section 7: Analyst Cancels COI ................................................................................................................ 28
Steps: .................................................................................................................................................. 28
Business Rules: .................................................................................................................................... 28
Section 8: Participant Portal and Welcome Kit ...................................................................................... 30
Steps: .................................................................................................................................................. 30
Business Rules: .................................................................................................................................... 30
Section 9: Resolving Issues ..................................................................................................................... 34
For Technical Issues: ........................................................................................................................... 34
For Program Related Issues: ............................................................................................................... 34
Capturing Applicant Information: ....................................................................................................... 35

2

List of Figures
Figure 1: COI Process flow ............................................................................................................................ 5
Figure 2: Step 1- Applicant COI Screen Site Information .............................................................................. 7
Figure 3: Step 1- Applicant Selects No .......................................................................................................... 9
Figure 4: Ineligible¬ Confirmation Page ...................................................................................................... 10
Figure 5: Ineligible Landing Page ................................................................................................................ 11
Figure 6: Applicant Declines Award ............................................................................................................ 13
Figure 7: Decline Confirmation Page .......................................................................................................... 14
Figure 8: Decline Landing Page ................................................................................................................... 15
Figure 9: Applicant Accepts Award ............................................................................................................. 17
Figure 10: Estimated Award Amount and Banking Information ................................................................. 18
Figure 11: Applicant Agreement ................................................................................................................. 20
Figure 12: Electronic Withholding Allowance Certificate Selections .......................................................... 22
Figure 13: Electronic Contract .................................................................................................................... 24
Figure 14: Accepted Award Landing Page................................................................................................... 25
Figure 15: No Response - Offer Expired Landing Page ............................................................................... 27
Figure 16: Offer Recalled Landing Page ...................................................................................................... 29
Figure 17: Participant Portal Profile ............................................................................................................ 31
Figure 18: Participant Welcome Message .................................................................................................. 32
Figure 19: Participant Welcome Kit Materials ............................................................................................ 33

3

Introduction: NCLRP Confirmation of Interest and Welcome Kit User
Guide
Goal: This user guide explains all the functionality available to a NCLRP applicant in order to confirm
their interest in the NCLRP award, and to view the welcome kit materials on the participant portal once
the applicant is converted to a participant. The functionality includes:



External Confirmation of Interest (COI) Screens
External Participant Portal and Welcome Kit Screens

Roles: This user guide details functionality for a NCLRP Applicant.
Preconditions:
1. NCLRP applicant has been deemed eligible from review.
Post Conditions:
1. NCLRP has been sent COI and has either:
a. Accepted the award
b. Declined the award
c. Been deemed ineligible from their COI response
d. Did not respond to COI by the deadline
e. Analyst cancelled the applicant’s COI
2. NCLRP applicant has accepted the award and has been converted to a participant

4

Section 1: NCLRP COI and Welcome Kit Process Flow
Below is a process flow for what an applicant can expect upon being sent COI and once they are
converted to a participant. There are five possible outcomes when an applicant is sent COI: an applicant
does not respond to COI by the deadline given to them, an analyst cancels COI for an applicant before
the applicant has responded, the applicant is deemed ineligible from COI, an applicant declines their
interest in the award, or an applicant accepts the award. When an applicant accepts the award, they will
be sent to the Obligation Module for final approval. If the applicant is approved in the Obligation
Module, they will be converted to a participant and their application portal will update to their
participant portal with their Welcome Kit materials.

Figure 1: COI Process flow

5

Section 2: Applicant is Sent COI
Once the applicant has been sent COI internally, they will receive an email to login to their applicant
portal. Once logged into their applicant portal, the applicant will have the opportunity to accept the
award, decline the award, or indicate that they are no longer eligible for the award.

Steps:
1.
2.
3.
4.

Analyst sends applicant COI through the internal Manage COI screens.
Applicant receives email that they have an update on their application.
Applicant logs into their application.
Applicant views the COI information and responds to the questions appropriately (Figure 2)

Business Rules:










Only applicants that have been sent COI by an analyst will see the COI landing page upon logging
into their application
Applicants sent COI will have an external status of “Finalist for Award”
The COI landing page will display the date the applicant is required to respond to COI to be
considered for the award
o The applicant will have up until 11:59 PM EST on the date given to respond to COI
o The date the applicant is required to respond to COI is set by analysts internally
Applicants can view a PDF version of their submitted application by selecting “View your
submitted application”
Applicant can view all supporting documents uploaded on the application on the COI landing
page
The COI landing page will display the Qualified Educational Loan Amount
o The Qualified Educational Loan Amount is the total loan amount that was verified as
eligible during review
o The applicant will receive 60% of their Qualified Educational Loan Amount, minus
Federal Taxes and Employee Taxes
The applicant will be required to verify information in order to accept the award

6

Figure 2: Step 1- Applicant COI Screen Site Information

7

Section 3: Applicant is Ineligible from COI
An applicant can be deemed Ineligible from COI if they indicate that they no longer work at the site they
applied with or no longer work full time at the site they applied with.

Steps:
1. Applicant logs into their application
2. Applicant selects “No, and I understand this makes me ineligible to accept this award” to the
first question (Figure 3).
3. Applicant is directed to the Ineligible Confirmation page (Figure 4).
4. Applicant confirms they are ineligible by selecting Submit.
5. Applicant is directed to the Ineligible landing page (Figure 5).

Business Rules:







Only applicants that have been sent COI by an analyst will see the COI landing page upon logging
into their application
Applicants sent COI will have an external status of “Finalist for Award”
The COI landing page will display the date the applicant is required to respond to COI to be
considered for the award
The applicant will have up until 11:59 PM EST on the date given to respond to COI
The date the applicant is required to respond to COI is set by analysts internally
The site the applicant applied with will be displayed under Step 1

8

Figure 3: Step 1- Applicant Selects No

9

Business Rules Continued:









If the applicant responds to Step 1 “No, and I understand this makes me ineligible to accept this
award,” they will be directed to the Ineligible Confirmation page (Figure 4) upon selecting
Continue
Applicant can go back by selecting Back or Home at the top of the Ineligible Confirmation page if
they want to change their response
Applicant must select Submit to confirm that they are ineligible for the award
Applicant will be directed to the Ineligible landing page upon confirming their Ineligibility (Figure
5)
Analysts can reinitiate COI for applicants after being deemed ineligible
Applicants can view a PDF version of their submitted application by selecting View your
submitted application on the Ineligible landing page
Applicants can view all supporting documents uploaded on the application on the Ineligible
landing page

Figure 4: Ineligible¬ Confirmation Page

10

Figure 5: Ineligible Landing Page

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Section 4: Applicant Declines Award
An applicant can decline the Nurse Corps LRP award on the COI page.

Steps:
1. Applicant logs into their application
2. Applicant selects “Yes” to the first question (Figure 6). Applicant is prompted to answer Step 2.
3. Applicant selects: “I wish to decline the 2020 Nurse Corps LRP Award. I understand that I will no
longer be considered for the Nurse Corps LRP award” to Step 2 (Figure 6)
4. Applicant is directed to the Decline Confirmation page (Figure 7).
5. Applicant enters comments for declining the award.
6. Applicant selects Decline.
7. Applicant is directed to the Declined-landing page (Figure 8).

Business Rules:



Only applicants that have been sent COI by an analyst will see the COI landing page upon logging
into their application
Applicants sent COI will have an external status of “Finalist for Award”

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Figure 6: Applicant Declines Award

13

Figure 7: Decline Confirmation Page

Business Rules Continued:










The site the applicant applied with will be displayed under Step 1
If the applicant responds to Step 1 “Yes,” Step 2 will be displayed
If the applicant responds to Step 2 “I wish to decline the 2020 Nurse Corps LRP Award. I
understand that I will no longer be considered for the Nurse Corps LRP award,” they will be
directed to the Declined Confirmation page upon selecting Continue
Applicant can go back by selecting Back or Home at the top of the Declined Confirmation page if
they want to change their response
Comments are required to decline the award
Applicant selects Submit to confirm that they wish to decline the award
Applicant will be directed to the Declined landing page upon confirming their intent to decline
the award (Figure 8)
Analysts can reinitiate COI for applicants after declining the award

14

Figure 8: Decline Landing Page

15

Section 5: Applicants Accepts Award
An applicant can accept the Nurse Corps LRP award on the COI page.

Steps:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.

Applicant logs into their application
Applicant selects “Yes” to the first question (Figure 9).
Applicant is prompted to answer Step 2.
Applicant selects “I wish to accept the 2020 Nurse Corps LRP Award, contingent on availability of
funding” (Figure 9).
Applicant is prompted to fill out their banking information (Figure 10).
Applicant fills out their banking information and signs agreement (Figure 11).
Applicant is directed to provide tax information on the ‘Electronic Withholding Allowance
Certificate’ page (Figure 12).
Applicant is directed the sign contract page (Figure 13).
Applicant reads contract.
Applicant enters their SSN information, security answer, and password.
Applicant selects Submit.
Applicant is directed to the Accepted Award landing page (Figure 14).

Business Rules:


Only applicants that have been sent COI by an analyst will see the COI landing page upon logging
into their application

16

Figure 9: Applicant Accepts Award

17

Figure 10: Estimated Award Amount and Banking Information

18

Business Rules Continued:
















Applicants sent COI will have an external status of “Finalist for Award”
The estimated gross award amount will be displayed above Step 1
The site the applicant applied with will be displayed under Step 1
If the applicant responds to Step 1 “Yes,” Step 2 will be displayed
If the applicant responds to Step 2 “I wish to accept the 2020 Nurse Corps LRP Award,
contingent on availability of funding,” Step 3 will be displayed
Applicants will be required to enter the following banking information in Step 3:
o Bank Name
o Account Type
o Routing Number
o Re-enter Routing Number
o Account Number
o Re-enter Account Number
The Routing Number and Re-entered Routing numbers must match
The Account Number and Re-entered Account Numbers must match
The Routing Number must be 9 digits
The Bank Name must be at least 4 characters
The Account Type can be:
o Checking
o Savings
Applicant selects their tax documentation preference by reviewing the agreement and selecting
Yes/No to receiving documentation electronically.
The applicant can view a PDF version of the contract by selecting View a printable version of the
Nurse Corps LRP contract

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Figure 11: Applicant Agreement

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Business Rules Continued (2):



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



Applicants are required to provide their federal tax withholding selections for:
o Filing Status
o Exactly Two Jobs (optional)
o Amount Claimed for Dependents (optional)
o Other Income (optional)
o Deductions (optional)
o Extra Withholding Amount (optional)
o Exemption status
Applicants are required to certify they have provided correct tax withholding information.
After self-certification, applicants will be required to enter the following information, which will
qualify as signing the contract:
o SSN
o Confirm SSN
o Security answer
o Password
The SSN and Confirm SSN numbers must match for the applicant to submit
The SSN and Confirm SSN numbers must match the SSN entered by the applicant on the online
application for the applicant to submit
If the SSN entered on COI does not match the SSN entered on the application, the applicant can
either re-enter the SSN on COI, or contact the Call Center to reach out to Program if they believe
the SSN they have entered on COI is correct, and the SSN they had entered on their application
is incorrect
The system will generate and store an electronically signed electronic federal tax withholdings
document (W4) to the applicant profile upon full submission of the COI.
o The PDF file is stored in the Award documents section of the applicant profile
o Once the applicant is converted to a participant, the PDF is accessible from the
Participant profile, Tax information tab.
If the applicant does not complete the COI, or is deemed ineligible, the tax selections will not be
saved.

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Figure 12: Electronic Withholding Allowance Certificate Selections

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Business Rules Continued (3):

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







Applicants are required to verify that they have read the contract
If the applicant indicates “No” to having read the contract, they will be directed to the Ineligible
landing page upon selecting Sign and Submit
If the applicant indicates “Yes” to having read the contract, they will be required to enter the
following information, which will qualify as signing the contract:
o SSN
o Confirm SSN
o Security answer
o Password
The SSN and Confirm SSN numbers must match for the applicant to submit
The SSN and Confirm SSN numbers must match the SSN entered by the applicant on the online
application for the applicant to submit
o If the SSN entered on COI does not match the SSN entered on the application, the
applicant can either re-enter the SSN on COI, or contact the Call Center to reach out to
Program if they believe the SSN they have entered on COI is correct, and the SSN they
had entered on their application is incorrect
If the applicant is a previous participant in BCRS, and their SSN is found to have defaulted,
waivered, or is on the BMISS Blacklist, they will be deemed ineligible upon submitting COI
If the applicant is a previous participant in BCRS, and their Obligation End Date was pushed out
to be after the submission date of their application, they will be deemed ineligible upon
submitting COI

23

Figure 13: Electronic Contract

24

Business Rules Continued (3):







The security question the applicant selected when creating their application will be displayed
The security answer entered on COI must match the security answer entered on the application
to submit
The password must be correct to submit
Applicant will be directed to the Accepted Award landing page upon submitting COI (Figure 12)
Applicants can view a PDF version of their submitted application by selecting View your
submitted application on the Accepted Award landing page
Applicants can view all supporting documents uploaded on the application on the Accepted
Award landing page

Figure 14: Accepted Award Landing Page

25

Section 6: Applicant Does Not Respond to COI
If an applicant does not respond to COI by the deadline given, they will be updated to No Response and
will no longer be able to respond to COI.

Steps:
1. Applicant logs into their application.
2. Applicant views No Response- Offer Expired landing page.

Business Rules






Applicants will be able to see the COI landing pages up until 11:59 PM EST of the deadline date
they were given
When the offer expires, applicants will receive an email update and their status will update to
“No Response – Offer Expired” (Figure 15)
Analysts can reinitiate COI for applicants after missing the deadline
Applicants can view a PDF version of their submitted application by selecting View your
submitted application on the No Response landing page
Applicants can view all supporting documents uploaded on the application on the No Response
landing page

26

Figure 15: No Response - Offer Expired Landing Page

27

Section 7: Analyst Cancels COI
After an applicant has been sent COI and before they have responded, analysts can cancel COI for the
applicant. If COI is cancelled for an applicant, the applicant will view the Offer Recalled landing page
upon logging into their application portal, and will no longer be able to respond to COI.

Steps:
1. Applicant logs into their application.
2. Applicant views Offer Recalled landing page (Figure 16).

Business Rules:





Applicants will see the Offer Recalled landing page only if an analyst cancels COI for an applicant
prior to the applicant submitting their response to COI.
Analysts can reinitiate COI for applicants after COI has been cancelled
Applicants can view a PDF version of their submitted application by selecting View your
submitted application on the Offer Recalled landing page
Applicants can view all supporting documents uploaded on the application on the Offer Recalled
landing page

28

Figure 16: Offer Recalled Landing Page

29

Section 8: Participant Portal and Welcome Kit
After an applicant has been converted to a participant, their portal will be updated to a Participant
Portal. The Participant Portal is where participants can view their Welcome Kit.

Steps:
1. Participant logins to their participant portal (Figure 17).
2. Participant views welcome message (Figure 18).
3. Participant views Welcome Kit materials (Figure 19).

Business Rules:






Once converted, participants will be directed the Participant Portal upon logging in as an
applicant or participant
The participant will receive a welcome message upon logging into the Participant Portal
o The welcome message will be displayed as an alert at the top of the page until the
participant reads the message
o The welcome message will also be available under the My Messages tab at the top of
the page
Once the participant views the welcome message, the message will no longer be marked as new
but will be available in their inbox for the remainder of their obligation
Participants can submit an inquiry through the welcome message (screenshot 11) by selecting to
submit an inquiry through the Customer Service Portal or can access their Welcome Kit
materials through the welcome message by selecting to view documents and details

30

Figure 17: Participant Portal Profile



Participant can view the following Welcome Kit documents under My Service Information
(screenshot 12):
o Welcome Letter
o Contact Us
o Next Steps
o Responsibilities
o Timeline At-A-Glance
o FAQs
o 2013 Submitted Application
o Award Letter
o Participant Award Worksheet (PAW)
o Contract

31

Figure 18: Participant Welcome Message

32

Figure 19: Participant Welcome Kit Materials

33

Section 9: Resolving Issues
Please follow the instructions to resolve any inquiries a NCLRP applicant might have:

For Technical Issues:


When a technical issue is encountered, e.g. Applicant cannot submit COI, the Call Center
should log this issue in TTPro 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.

Logging Issues:
 When logging issues in TTPro
 Log issues as “CC>NCLRP COI > Sign Contract Page”
o CC refers to call center
o Whichever page the issue is found on please indicate it after NCLRP COI or NCLRP
Participant Portal
 If the issue occurs on the Sign Contract page of COI please log the issue as “CC>NCLRP COI>
Sign Contract Page”
 Attach a screenshot to the issue (if applicable)
o Please do not include a screen shot of the whoops error message
o Have the applicant take a screen shot of the page the problem was found on and
attach that to the bug
 Include the following details in the Description section:
o Applicant information: Full name, last four of SSN, username, phone number,
applicant id, application id
 **Please do not include the applicant’s full SSN in the description
o The exact screen the applicant was on when the issue occurred
o The Web Browser the applicant was using
o The frequency of the issue
o Detailed description on how to reproduce the issue
o The time and date this issue occurred
 Include the priority and severity of the issue

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 then they must triage the question to the Nurse Corps Loan Repayment Program.

COI and Participant Portal Program Related Issues Contact:
Robin Clinkscale: [email protected]
Or calls the NCLRP Main line: 301-594-4098

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Capturing Applicant Information:


The following applicant information should be captured and as much detail of the issue as
possible:
o First and Last Name
o Email Address used to log into the application
o Last four digits of SSN
 **Please do not include the applicant’s full SSN
o Section the user was on when they encountered the problem
o Detailed summary of the problem
o Supporting Document (If applicable)

Section 10: Resolving Issue Flow Chart

Start

Applicant
encounters issue
with NCLRP COI or
NCLRP Participant
Portal

Applicant reaches
out to Call Center

Can Call Center
resolve issue?

NO

Call Center
determines if the
inquiry is a Technical
issue or Program
related issue

Is issue Technical
or Program
related?

YES

Technical Issue

End

Call Center logs
detailed description
of the issue in TTPro

BMISS HyperCare
support addresses
the issue

35

Program Issue

Call Center Analyst
communicates with
NCLRP to resolve
the issue

NCLRP Analyst
resolves the
applicant’s issue

NCLRP Analyst
contacts the Call
Center Analyst and
notifies them of the
resolution

BMISS HyperCare
will report the
resolution of the
issue via TTPro

Call Center Analyst
communicates the
resolution to the
applicant

Call Center Analyst
communicates the
resolution to the
applicant

End