DISAScreen Help Center

I'm new to DISAScreen. How can I best learn to use it?

We offer onboarding tutorials and guides for newcomers, covering topics like placing candidate orders, reviewing orders, and completing adverse actions.

For your convenience, we have training videos available upon request and a user guide provided below. Our support team is also available to coordinate training upon request.

 » DISAScreen Training Guide PDF

What do I do if I encounter technical issues?

You can clear your browser cache, try a different browser, or, if on a mobile device, attempt from a computer.

Browser Instructions - How to Clear Your Cache:

 » Chrome
» Edge
» Firefox
» Mac/Safari

If the issue persists, contact Customer Support for additional assistance.

How do I log into my DISAScreen account?

You can log in here using the credentials sent via email during your account setup.
If you forgot your password, select "Forgot Password”, or contact Customer Support.

I know my password is right; why isn’t it working?

Your password may have expired.
You will need to reset your password through the Forgot Password process on the login page.

Your computer has cached a password.
To fix this, navigate to your web browser's History section and clear your cache and history.
Once completed try your password again.
Our passwords are case sensitive; please double-check your entry and confirm that your caps lock is not on.

How do I add or manage users?

To add or remove a user or manage user permissions, contact Customer Support.
Email us at screening.support@disa.com or call 877-827-4631, option 1.

How can I view a report for an order that was submitted by someone else in my organization?

Access to reports is permission-based. If you have the appropriate permissions, you can view all reports directly from your DISAScreen dashboard, regardless of who in your organization submitted the order.

How do I add a package?

Packages are customized per account. 
Contact your account manager or Customer Support.

Are we required to order preset packages?

No, we can set up customized packages based on your needs.
Contact your account manager or Customer Support.

Is there a resource library for additional information and guides?  

Yes, you can visit the Resource Library at https://globalhr.helpscoutdocs.com.
Additional Candidate Support and FAQs can be found: https://ghrr.com/clairiti-candidate-support/

Is there a way to send automatic reminders to applicants?

Reminder notifications can be set during account setup or updated through your account manager.

Can the CANDIDATE EXPERIENCE invitation be texted?

Yes, if this option is not currently visible when placing a candidate order, please contact Customer Support for options to have this added to the account.

Can DISAScreen handle occupational drug and alcohol screening?

Yes, DISAScreen streamlines the process of occupational drug and alcohol screening. You can easily order, receive, and evaluate tests via our platform.

How do I add notes to an order in DISAScreen?  

Navigate to the "Activities" tab of the candidate order, enter your comment in the "Comment" field, and then click "Add Activity."

How can I locate an existing order?  

You can locate orders either by using the omni search function within the blue menu bar or by navigating through the work queue on the black menu bar.

How do I track the status and activities of an order?  

Each order has an activities tab that logs actions taken by clients, candidates, and researchers. To view these, click on the candidate’s name to navigate to their order profile and then click on 'Activities'.

How do I request a status update for an order in progress?  

Navigate to “Orders | In progress,” and click on ‘Request Status Update’. A pop-up will appear where you can specify whether you want an update on the entire order or specific searches.

What's the difference between requesting an update for the entire order versus specific searches?  

Requesting a status update on the 'Entire Order' sends an email to Support for a comprehensive review, whereas selecting 'Specific Searches' adds an activity to the order, alerting the researcher working on that search.

How can I request updates on multiple searches?  

After selecting 'Specific Searches', hold down the Ctrl button on your keyboard and click on the searches for which you wish to request a status update.

How do I make payments for DISAScreen services?

Invoices are sent on the 1st of each month to your specified recipients. 
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: Orders are not invoiced until they are fully completed.

 » Please find ACH information here.

Please note our billing information included below:

DISA Global Solutions, Inc.
P.O. Box 737769
Dallas, TX 75373-7769

Invoice Questions can be directed to Customer Support for further information.

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 billing@disa.com.

What happens after a candidate completes the Candidate Experience (CX) request?  

Once the candidate has completed the CX request, the order is automatically submitted for further processing.

How do I submit a Mini Order for MVR or Occupational Health products?  

Click on the plus sign in the blue menu bar from any screen to initiate a new Mini Order. Fill in the required fields that appear based on the selected product, and then submit the order.

What steps do I need to follow to submit a Standard Order?  

You can initiate a Standard Order by clicking the plus sign in the blue menu bar or the purple plus icon on your Dashboard. Fill in all the required fields marked by a red asterisk and proceed through the Candidate Information and Search Details tabs before submitting.

How do I archive completed orders?  

Go to 'Orders | Recently completed,' check the orders you wish to archive, and click "Archive selected."

How do I locate archived orders?  

Click on the 'Work' queue, then 'Orders,' and apply filters including 'Include Archived Orders.'

How secure is the DISAScreen platform?

DISAScreen prioritizes strong security measures to protect your data and give you peace of mind.

How does DISA protect consumer personally identifiable information (PII)?

DISA 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.

What are the retention periods?

Reports and records are divided into two categories – Records Owned by DISA 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 and Licensed to Customers.

 » Consumer files, the consumer information contained therein, and the consumer reports issued therefrom, are owned by DISA.  DISA 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 currently retains its consumer files for a period of not less than five years.  In certain situations, DISA will retain its consumer files indefinitely.  DISA 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 will permit customers to access and obtain copies of previously furnished consumer reports, subject to DISA’s 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 does not generally provide hosting as a service; however, DISA currently maintains copies of these Customer Records for a period of not less than five years.  DISA encourages customers to download and store copies of Customer Records as they are received.  As a courtesy, during the active contract period, DISA will permit customers to access copies of Customer Records maintained by DISA, subject to DISA’s 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 reduce its retention schedule to a period that is shorter than three years.

How do I submit an A La Carte Order?  

Select "Standard Order" and choose 'No Package' within the package options. Click on “Additional Products” and add the products you want. Complete the order by filling in the candidate information and other required fields.

What is the adjudication process in DISAScreen?  

Each search will be pre-adjudicated by OUR COMPLIANCE TEAM as either Tier 1 or Tier 2. Approved adjudicators will then set the final grade for each report.

Where can I review orders pending final adjudication?  

Orders pending final adjudication will appear in the ‘Grading Dashboard.'

How can I review my order before final submission?  

Before final submission, you can review all the details on the Order Review Page. If you need to make any changes, click on the white "Edit Order" button.

How do I certify FCRA requirements?  

Before submitting, read and confirm the Certification of FCRA requirements by ticking the checkbox. The "Submit Order" button will then become active for you to click and finalize the order.

How can I initiate a pre-adverse action while adjudicating an order?  

During the adjudication process, after assigning the final grade, you can click on ‘Initiate Adverse Action’ to begin the pre-adverse process.

How can I identify orders that are pending final adjudication?  

Orders pending final adjudication will have the status ‘Grading Review.’ You can view these orders in the ‘work’ queue.

Can I add additional searches to an existing order?  

Yes, you can add searches to an existing order while it's in progress. 
Locate the candidate’s name, then click on ‘New Order for Candidate’ for packages, or ‘Add Search’ for a la carte items and follow the on-screen instructions.
Note: Once the order is complete, after 7 days you will no longer be able to add to the order. You will need to utilize the “New Order for Candidate”.

How do I create a new order for an existing candidate?  

Click on the “New Order for Candidate” link at the Order Level. This will auto-populate candidate information from the original order, and you can proceed with the Standard Ordering process.

Who can initiate adverse action in DISAScreen?  

Only users with the proper permissions in DISAScreen can initiate adverse action.

When can adverse action be initiated?  

It can be initiated during the grading process or directly from the completed order, as needed.

How can I initiate adverse action if not during grading?  

You can either navigate to the order and click ‘Initiate Adverse Action’ or navigate to the final report overview to initiate.

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.

How can I add documents to a candidate's order?  

To add a document to an order, navigate to the specific candidate order and click on ‘Documents.’ Choose the document type from the drop-down menu and click "Add Document."

Can I remove a document after uploading?  

Yes, if you've made an error during the upload, you can click the red trash icon to remove the document.

How do I download a document from a candidate's order?  

To download a document, locate the candidate order and click on the ‘Documents’ tab. Click on the specific document you want to download or view.

What is the Compliance Dashboard used for?  

The Compliance Dashboard will house all orders with in-process or recently completed adverse action. Only users with access to this dashboard can manage adverse orders.

How do I send the final adverse letter?  

When you are ready to send the final adverse letter based on FCRA, jurisdictional timing, or company guidelines, click ‘Send Adverse Email.’

Can I see the number of days since the pre-adverse action letter was sent?  

Yes, this information is displayed in the waiting period column on the dashboard.

Where can I see notifications from DISAScreen?  

Notifications are displayed via the bell icon on the top blue menu bar. Clicking the bell will show a summary of received notifications.

Can I delete old notifications?  

Yes, navigate to the Notifications inbox by clicking "View all notifications" at the bottom of the notification summary. Here, you can delete old notifications.

What types of email notifications will I receive?  

You will receive email notifications for completed orders, orders that need additional information, expired candidate order links, and when a candidate order is ready for review.

How can I cancel an adverse action?  

Click ‘Cancel’ next to the candidate’s name to stop the final adverse from being sent. You will be required to provide a reason for cancellation.

How do I navigate through the DISAScreen Dashboard?  

The Navigation pane on the left side and the blue bar on top remain static for easy access to various system features. You can click on 'Dashboard' at the top of the Navigation Pane to view all available dashboards.

How do I view all my orders, including archived ones?  

Navigate to 'Orders-All' on your Dashboard to view all orders you have permission to access. You can use filters to look for specific orders.

Why isn't the order I placed appearing on my DISAScreen dashboard?

If you are not able to see your order on the dashboard, it may be due to a technical issue.

In this case, please contact Customer Support for further assistance and troubleshooting.

If your account is active, contact Customer Support for additional guidance.

How do I respond to a researcher's request for additional documents via secure email?  

Click on the secure link provided in the email. You can then upload the requested document and add a comment before clicking "Add Reply."

Can I respond to the researcher's request directly in DISAScreen?  

Yes, instead of responding via secure email, you can log into DISAScreen and respond at the candidate order level.