Questions on Technical Issues with the Background Record Check (BRC) Program Portal

Below are answers to questions related to issues that users may have encountered with the Background Record Check (BRC) Navigator - Program Portal system, including bug fixes.

Table of Contents

Entering a candidate who has an ‘out of country’ address and no zip code

I’m entering a candidate who has an ‘out of country’ address and the BRC Navigator is telling me that I need to enter a zip code, which we do not have. How can I proceed?

A zip code will need to be entered to move forward. If you do not have that information, you can enter all zeros into that field to move forward.

Unable to enter email address with change of role from employee to administrator

When attempting to change the role from ‘employee’ to ‘BRC Program Administrator’ I am unable to enter an email address. How can I move forward?

NOTE- In order to change the role of ‘employee’ to ‘BRC Program Administrator’, you need that person to have a valid unique email address in the BRC Navigator in order for them to receive the provisioning email that grants them access. If that candidate was migrated into the BRC Navigator from the legacy system, they will not have an email address in the BRC Navigator. Currently, some users have reported that they are unable to edit that email address field and therefore, unable to successfully change an ‘employee’ to a ‘BRC Program Administrator’. This is a known issue and is being worked on by development.

If you are unable to edit the email address field when changing a candidate’s role from ‘employee’ to ‘BRC Program Administrator’ when their BRC is not in process, please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or by calling 617-988-7841. They will be able to escalate the ticket and assist you.

How do I delete a candidate from the system?

I have a candidate in the BRC Navigator Program Portal but I have decided to not move forward with them. How do I delete this candidate from the system?

You are unable to delete this candidate. You would have to keep them (or move them into) the inactive tab.

How can I update candidate information that was entered incorrectly?

I’ve submitted a BRC on a candidate and I entered the wrong information (name, DOB, SSN, etc.). How do I fix this in order to move forward?

This depends on a few factors. If this is a new submission and you have only saved, not submitted, you can just change the information. If this is a resubmission or renewal, and the email address you entered is CORRECT, you need to contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841. We have a work around in order to allow you to use an email again to enter the candidate with the correct information. If it was the email address that was incorrect, you can enter them again with the correct email address. If in doubt, please contact our contact center for further assistance.

What do I do if I entered an incorrect email when I entered a BRC candidate?

What do I do if I entered an incorrect email when I entered a BRC candidate?

Please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841.

How do I correct a date that was entered incorrectly?

I entered a date that doesn’t actually exist by accident and the BRC Navigator accepted it and let me move forward.

This is known and is being working on by the team supporting the system. Please just go back and correct the date to what it was supposed to be. If you submitted a BRC with an incorrect DOB or other pertinent date, please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841.

How do I enter a candidate that is determined to be a re-submission?

I entered a candidate for our program for the first time. They have worked in the field and told me that they had a suitability determination from EEC in the recent past. When I entered them, I got a list of questions that were not applicable regarding why I was resubmitting them. How do I proceed?

If any of our candidates are within four months of their renewal date (regardless of what program their BRC was originally run), when they are entered again, they will come through as a ‘resubmission’. When that occurs, the person entering them will get a list of questions about why they are resubmitting that candidate. Obviously, if you have not entered that candidate in the past, these questions will not be applicable. If that is the case, there is a radio button for ‘other’. Please select that radio button if that is your scenario in order to move forward. This occurs because the BRC is connected to the candidate rather than the program.

I can no longer access the BRC Navigator system. What can I do?

I have been provisioned (received login information and approval to access the new system) and got into the BRC Navigator in the past and now I am no longer able to get in. What do I do?

Please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841. We will be able to get you back in if this applies.

Edits made to candidates are not displayed

During roster clean up, I made edits to some of my candidates and those edits are no longer showing up.

Please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841 and they can correct information. As a reminder, please carefully review all information when entering it to make sure it is accurate before hitting submit. This is especially important for e-mail addresses because the fingerprint notification letter and all communications are sent through the e-mail address field.

Fingerprint schedule date not listed in BRC Navigator

I used to be able to see the date someone scheduled their fingerprint check in the old legacy system and I can’t find it in the BRC Navigator Program Portal.

We are aware that the fingerprint schedule date does not show up in BRC Navigator. We are hoping to have that information available again in the near future.

Candidate has not received a fingerprint notification email

Why has my candidate not received a fingerprint notification in their email even though I entered them correctly in the BRC Navigator?

First, please check to ensure you ‘submitted’ the request rather than ‘saving’ only. Also, please ensure the candidate checks their junk email box and that the correct email address was entered. If they have not received the email within a few hours, please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841. This email should be instantaneous; however, there are instances where it has taken a little longer depending on firewalls, internet providers and other factors. If it is taking a long time or not showing up, EEC can look into the matter to solution this for you.

I have received a fingerprint notification from a program, but not the one I plan to work for

I am a candidate who received an email with a fingerprint notification from BRC Navigator for a group and school age program I applied for last week, but the group and school age program where I am planning on actually working submitted me through BRC Navigator but I did not get a fingerprint letter with that program name on it. What do I do?

Go get fingerprinted for the BRC Navigator fingerprint notification letter that you currently have for the previous program where you applied. EEC can transfer your suitability (including fingerprints) between two group and school age programs behind the scenes so it does not matter if you apply for a different group and school age program. In BRC Navigator, you can only have one BRC in process at a time. The second program that enters your BRC would get a pop up stating to contact the BRC Unit at EEC. You must get fingerprinted (which kicks off the BRC process) with the original email/fingerprint notification they received for the first program to continue with the EEC BRC process in BRC Navigator. Note that this only applies for group and school age programs who submitted you in the BRC Navigator and you cannot switch between different program types (i.e., between family child care and group and school age) automatically. See EEC Policy 19-006, Transfer of Suitability and Frequency of Background Record Checks.

Employees with BRC submissions in old system not appearing in new BRC Navigator

Why do I have employees who had their BRC run in the old legacy system but they are still not appearing in the BRC Navigator Program Portal?

Candidates do not appear in BRC Navigator until they are suitable. If they have been found suitable, then there are a few reasons this may occur. Please ensure the candidate has a full BRC completed in the legacy system. If they do, please contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841 so they can help you figure out why the person is not in the BRC Navigator. NOTE: If you know someone has had a BRC run in the BRC Manager (legacy) and they are not showing up when you search for them in the BRC Navigator, please ensure you have entered all of their information correctly. Contact the BRC Unit at EEC by submitting a ticket at the following link: https://massgov.service-now.com/brc or calling 617-988-7841 if they continue to not show up.

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