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Frequently Asked Questions
 
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User Profile

 
Q: What is my user profile and how is it used?
A: Your user profile contains your e-mail address and other contact information used to uniquely identify you to us. This allows us to find your registration records and your records from past events.

Q: How do I create a user profile?
A: Click on the link at the top of the Login page that says "First time user? Click here to create your profile." Enter all required information on both of the user profile input pages, then click Submit User Profile. A temporary password will be e-mailed within 5 minutes to the e-mail address that you entered in the user profile. Use this temporary password to login to the system. The first time that you login you will be required to change the temporary password to a new password of your choice.

Q: How can I update or edit my user profile?
A: Login to the NeighborWorks Training Online Registration site, then click the My Profile button at the top of the page. A page is then displayed that shows the data currently in your user profile. Click the Edit button if you need to change any of your information or click the No Changes button to return to the previous page.

Q: Can I delete my user profile?
A: No. Please contact trainingevents@nw.org or call (800) 438-5547 if you need any assistance with your user profile.

Q: Can I have more than one user profile?
A: No. To make sure your contact information is not duplicated, only one user profile is permitted for each e-mail address. If you try to create a second user profile using an e-mail address that is already in the system, you will be prompted to request a reminder of your password or to change the user profile that you are creating.

Q: How do I change my e-mail address?
A: Login to the NeighborWorks Training Online Registration site, then click the Change E-mail button on the top of the page. You will be prompted to enter your password and to enter your new e-mail address. An e-mail will then be sent to your new e-mail address asking you to confirm your change of e-mail address. The e-mail contains a link to log in to the NeighborWorks Training Online Registration site. You must click on this link to verify that you want to change your e-mail address and login. Once you have logged in using the link in the confirmation e-mail, you will no longer be able to log in using your old e-mail address.

Q: How do I change my password?
A: Login to the NeighborWorks Training Online Registration site then click the Change Password button at the top of the page. You will be prompted to enter your current password and your new password. You will then use your new password the next time you log in.

Q: What if I forget my password?
A: Click on the Forgot Password link on the login page. You will be prompted to answer your security question. A temporary password will be sent to your e-mail address. When you log in with the temporary password you will be prompted to change your password from the temporary password to a new password of your choice.

Q: What if I forget the e-mail address that I used to create my user profile?
A: Click on the Forgot E-mail Address & Password link on the login page. You will be prompted to create a new user profile using your current e-mail address. If the e-mail address that you enter matches an address that is already in the system you will be directed to use the Forgot Password link to request a new temporary password. Please contact trainingevents@nw.org or call (800) 438-5547 if you need further assistance logging in.

Event Registration

 
Q: How do I register online for an event?
A: When an event is open for online registration you will see the Register Now link next to the event name on the NeighborWorks Training Online Registration site home page. Click on the Register Now link and enter all required data which includes selecting first and second choice courses for all event days you wish to attend. Once you have selected all course choices on the registration page, click Next. Enter all remaining required information until you arrive on the Review page. If you are satisfied that your registration information is correct, click Submit. You will then see a registration confirmation page.

Q: Does registering online reserve a seat for me in all of the courses that I select?
A: Your seat is not reserved until you have received a confirmation letter by e-mail for the event.

Q: I belong to a NeighborWorks network organization; can I register and use a training slot?
A: Members of NeighborWorks network organizations can register using a training slot if their organization has given them the necessary security code and there are slots available. The security code is required to log in successfully.

Q: How do I get the network organization security code?
A: Contact your district office if you do not have the organization security code or if you have any questions about availability of slots.

Q: Can I request accommodations for an event using online registration?
A: Members of NeighborWorks network organizations who register using a training slot and members of NeighborWorks America staff are able to request accommodations online. All other participants need to contact event hotels directly.

Q: When is my registration confirmed?
A: Registration is confirmed once your complete registration and payment have been received and processed.

Q: How long will it take to confirm my online registration submission?
A: Up to 3 to 5 business days.

Q: How do I update or edit my registration?
A: Once you have received an invoice or a confirmation letter by e-mail, you can log in to the NeighborWorks Training Online Registration site and click on the Edit link. From there you will have access to your registration review page where you can edit your data. Once you have finished entering all of your changes, click through to the Review page and click Submit Changes.

Q: How do I cancel my registration?
A: Log in to the NeighborWorks Training Online Registration site and click on the Cancel link. You should receive an acknowledgement of your cancellation shortly after. Please contact trainingevents@nw.org or call (800) 438-5547 if you do not receive an acknowledgement shortly after you submit your cancellation.

Q: Where can I see my transcripts?
A: Login to the NeighborWorks Training Online Registration site. Click on My History. You will see transcripts for all events that you have attended since December 2003. On the My History page you are also able to see detailed transcripts for individual events.

Payment

 
Q: Can I pay my event costs online?
A: Yes. You will receive an e-mail invoice when your registration has been processed. The e-mail contains a link to the NeighborWorks Training Online Registration login page. Click that link, log in and then click on the Pay Now link. Enter all required information and click Submit. You will be prompted to verify your payment details. Once you are satisfied that your details are correct, your payment will be processed electronically.

Q: What methods of payment are accepted for online registration?
A: At this time, we accept payments for online registration by bank transfer (from checking or savings account) and credit cards (American Express, Master Card and Visa).

Q: How secure are my online event payments?
A: Online payment services are provided by VeriSign. VeriSign provides authentication services to almost 500,000 Web sites: over 93% of the Fortune 500, the world's 40 largest banks, and 47 out of the 50 biggest e-Commerce sites. No credit card numbers, bank account numbers or other personal financial information is stored on the NeighborWorks Training Online Registration systems. All such data that is hosted by VeriSign is stored in a high-security, fully redundant, risk-free data center. All transactions between the NeighborWorks Training Online Registration site and VeriSign are encrypted and occur over secure SSL connections between your site and the VeriSign data center.

Q: Do you keep any personal financial information such as my credit card numbers online?
A: No personal financial information of any sort is stored on the online registration site. Only the last 4 digits of your credit card number are kept to identify the card in your payment history.

Q: Who is the online payment processor?
A: VeriSign

Q: What if I don't want to pay online?
A: Online payment is required for online registration. In the exceptional case where you may be experiencing difficulty in making the online payment please notify customer service. You can then print your online invoice and fax your credit card payment to the Training Division at (202) 376-2168 or mail your invoice and check payment to Neighborhood Reinvestment Training P.O. Box 418630 Boston, MA 02241-8630. Express deliveries can not be accepted at this address.

Q: What if I want one person to make online payments for several members of my organization?
A: The person making the payments will need each person's online registration e-mail address, password, and payment due amounts. Then, they would pay each invoice separately by logging on as that person, clicking Pay Now, and entering the person's payment amount and method of payment.

Contact Info

 
Q: Who do I contact when I need help using online registration?
A: Please contact trainingevents@nw.org or call (800) 438-5547 for help with online registration.

Q: Who do I contact when I need help with payments?
A: Please contact trainingevents@nw.org or call (800) 438-5547 for help with payments.

Q: Who do I contact when I need a security code for a NWO slot?
A: Please contact your NeighborWorks network organization's district office when you need a security code.

Technical Info

 
Q: What browsers are supported?
A: Microsoft Internet Explorer 8.0 or above

Q: How do I disable pop-up blocking?
A: Disable pop-up blocking as follows: - Open Internet Explorer - On the Tools menu, point to Pop-up Blocker - Click Pop-up Blocker Settings - In the Address or Web site to allow box type the address *.nw.org - Click the Add button - A new line that contains *.nw.org should appear in the Allowed sites list - Click Close to exit the Pop-up Settings screen. For elearning courses it is also necessary to disable add-on toolbars (Google, Yahoo, MSN, etc) which contain pop-up blockers. To disable, open Internet Explorer, go to the View tab in your browser, then Toolbars, uncheck any add-on toolbars. This may have to be done each time you wish to go to your course.

Q: How do I enable cookies & JavaScript?
A: Enable cookies and JavaScript as follows: - On the Internet Explorer Tools Menu, click Internet Options - On the Privacy Tab, select a privacy level of Medium or lower - Click OK - Cookies are now enabled - On the Internet Explorer Tools Menu, click Internet Options - On the Security Tab click Internet - On the Security Tab, click Custom Level - Under Active Scripting, select Enable - Click OK and then click Yes when prompted to accept the settings - Click OK - JavaScript is now enabled

Q: What is the minimum supported screen resolution and how do I set it?
A: The minimum screen resolution is 1024 X 768. Set your screen resolution as follows: - Click Start - Click Control Panel - Double-click Display - Click the Settings Tab - Move the Screen Resolution slider until the resolution is set to 1024 X 768 - Click OK - Click Yes when prompted to accept the screen settings

Q: I keep seeing a message that asks if I want to debug a runtime error. How do I make it stop?
A: This message appears when your browser is configured to debug scripts. Follow the steps below to disable script debugging. - Start Internet Explorer. - Click Tools | Internet Options. - Select Advanced. - Under Browsing, select Disable script debugging. - Click OK.

eLearning

 
Q: What eLearning courses are available?
A: eLearning at NeighborWorks America comprises courses in a number of cutting edge topical areas: • community stabilization • homeownership and community lending, • foreclosure mitigation, • green building, • affordable housing, • community economic development, • management and leadership, • and nonprofit board operations.

Q: How long will the eLearning Course take?
A: eLearning courses generally take 2- 4 hours to complete depending upon how much time you spend exploring the additional course resources. From the date you purchase the course, you will have 60 days to complete it and pass the course exam. The system will give you 4 chances to pass the course exam in order to print out your course certificate of completion. No exceptions to this policy will be granted.

Q: How do I enroll in an eLearning course?
A: You may register for an eLearning course at www.nw.org/onlinereg . If you haven’t already set up a user profile in the NeighborWorks online registration system, you’ll need to do this first by filling out a quick profile and obtaining a temporary password and resetting it with your permanent password. To set up a profile, you will need to use a unique email address as your login. Once you have set up an online profile and logged into our online registration site, select “Register Now” under the eLearning course section and follow the prompts to select your course and input your payment information. Online credit card payment for the course is required at the point of online registration.

Q: How can I pay for the eLearning course?
A: Payment for eLearning courses is required at the time of online registration via credit card. No other forms of payment are accepted. Payments are collected through one of the leading online payment systems, PAYPAL, and accept Visa, Master Card and American Express. No credit card information is stored in our site. Please note, no refunds for eLearning course will be granted.

Q: Can I obtain a discount or discount code for an eLearning course?
A: For a limited time, NeighborWorks America is providing course discounts for some courses to state housing finance agency personnel, staff of HUD-approved housing counseling agencies, municipal, state, and federal government agencies and members of the NeighborWorks network. These organizations will be contacted directly via email to receive their discount codes for tuition. A discount code must be entered at the time of registering for an eLearning course as no refunds for payments will be granted. Obtaining discounts for eLearning is a completely separate process from applying for scholarships for NeighborWorks Training Institutes or Place-based Trainings.

Q: Where do I enter a discount code?
A: Once you follow the process to register for an eLearning course, when you get to the course selection page, a discount code field will be available. You must enter an active and valid discount code to receive a discount. The system will show you how much discount is applied. If there is still a balance due, you will be required to make payment for the course at that time in order to continue with your enrollment. If the discount results in a zero balance due, the system will automatically forward you to the next steps of continuing on to the course.

Q: Is there an exam for the eLearning course?
A: Yes, there will be an exam at the end of all eLearning courses so you can demonstrate sufficient knowledge of the course content to print out a course certificate of completion. The system will allow you 4 attempts to pass the course exam. If you do not pass the exam after 4 attempts, you must wait until your course expires and then re-register to re-take the course. No exceptions to this policy will be granted.

Q: Does successful completion of an eLearning course count toward my Professional Certificate Program or my NCHEC certification?
A: Yes, all online courses will count towards either the Professional Certificate Program or NCHEC certification for the equivalent in-person NTI course. Upon successfull completion of a course, it will appear on your official NeighborWorks Transcript, which you can print and view at any time directly by logging into your online account and going to your "MY HISTORY" tab via the top menu bar on your online registration welcome page. Within this area there is a link for you to download a PDF file of your entire transcript history of attending NeighborWorks courses going back as far as 2003.

Q: Will this course appear on my transcript?
A: Upon successfull completion of this course, it will appear on your official NeighborWorks Transcript, which you can print and view at any time directly by logging into your online account and going to your "MY HISTORY" tab via the top menu bar on your online registration welcome page. Within this area there is a link for you to download a PDF file of your entire transcript history of attending NeighborWorks courses going back as far as 2003.

Q: What are plans for other online courses?
A: eLearning courses are being developed continuously throughout the year in the curriculum areas of community stabilization, homeownership and community lending, green building, affordable housing, asset management, community economic development, management and leadership, and nonprofit board operations. Several courses will be developed and added each year.

Q: How do I access/take my purchased courses?
A: To access your courses, begin by logging into NeighborWorks online registration as an existing user. Click on the eLearning tab. The course title you have purchased will be an active link. Click the link to go to class. The course will open in a new window and the Course Introduction will begin. Complete each module and topic, fill out the course evaluation, complete any required tests to complete the course, and print your certificate of completion.

Q: How do course expirations work?
A: eLearning courses expire automatically 60 days after the date of registration. The system does not allow for extensions beyond 60 days. Once a course is expired you must re-register for that course if you need additional time to complete it. No exceptions to this policy will be granted.

Q: If I have technical difficulties with an eLearning course, who should I contact?
A: Technical questions and technical assistance related to eLearning course(s) can be directed to the customer service unit of the site developer by clicking on the (A) Assistance icon that appears on the top right of your screen within each topic. Also, live customer support is available between the hours of 9:00am-5:00pm ET, Monday through Friday by calling 888-685-4440. If you have a support question outside of our live support hours you can call and leave a message. A customer service representative will return your call or email during our live support hours. For questions related to registration, payments, your NeighborWorks transcript, or content within a course, please call NeighborWorks customer response at 800-438-5547 or email trainingevents@nw.org.

Q: Why won’t the final exam open?
A: Click on each module to be sure you have completed what is required for the course before attempting to take the final exam. When all requirements are met the final exam will load.

Q: Where is the course evaluation and how do I complete it?
A: A link to the course evaluation will appear on the final exam results page after the final exam is passed successfully. Click on the link to the course evaluation that appears on the results page after passing the final exam. The evaluation will open in a new window. Answer the questions and click Submit. You will receive a confirmation page. You can then close the window to go back to the course and print your certificate of completion.

Q: Where are the resources for the course?
A: Resources for each eLearning course are found under the “R” button on the top right of the course screen when you are in any topic of the course. The resources page contains links to relevant web sites, Word documents, and PDF documents related to the topics within each course. Word documents and PDF documents can be downloaded and saved on your computer. Web sites you wish to retain should be saved to your favorites on your web browser.

Q: Why won’t the Word documents open in the resources?
A: Word documents not opening may occur in browser versions IE8 or older for Windows XP. If this occurs, check your browser settings under Tools – Internet Options – Security – Custom Level – Downloads – file download – Enable.

Q: What is the Course Report?
A: If you open the course report when in a regular module or topic the report will show N/A. After you have attempeted the fianl exam and are on that section of the course, the course report will show the time spent on the test, and your most recent grade, along with the list of questions answered correctly and incorrectly.

Q: How do I use the Notes feature?
A: In order to take notes you must have the course you are taking already open. On the left-hand side of every course page you will see a Notes section. To take notes simply place your cursor on the box and begin typing. To save your notes, click the save button or click outside of the Notes box. In addition to taking notes, you are able to email and print them. Do so by viewing your previously recorded notes and then clicking the print or email buttons. All notes taken during a course must be printed or emailed during your active 60-day registration. They are no longer available once your course expires.

Q: How do I obtain my certificate of completion?
A: All eLearning courses contain certificates of completion that can be saved and printed upon successfully passing the course test(s). Once passed, you will see a certificate notification box in the top left of the course player with a link to your certificate. A certificate button will be active at the top of the course player, and you can also find that link on the Final Exam Results page after successfully passing the course exam. Lastly, an email will be sent to you with the link to your course certificate that can be accessed at any time after completing the course. The email will come from admin@collabornation.net. Check your junk mail and/or spam folder and add this email to your allowed recipients. If you forgot to save/print your certificate, lost the email, and your course has expired, contact the customer support line by calling (888)-685-4440 between the hours of 9:00am-5:00pm ET. Outside of live support hours you can call and leave a message. A customer support representative will return your call during live support hours. You can also submit your certificate request via email at certrequest@collabornation.net.

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Corporation, dba NeighborWorks® America. All rights reserved
For questions about this Web site visit our Help Page
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Phone: (202) 760-4000 | Fax: (202) 376-2600