Resetting Expired Courses

Safety Provisions has been in business for a while... so long, in fact, that no one knows exactly when we started except Arthur—mostly because no else has been willing to stick around that long. However, you shouldn't let that discourage you. Even though we haven't had many employees stay very long, we have many loyal customers who do stay with us for a long time. 😉

For this reason, you may occasionally run into complications when assigning courses to returning customers. To illustrate the most common issue, consider the following scenario:

• Construction Inc. sends eight employees through the Excavator training course. The employees complete the course, and each receives a certificate that expires in three years. Three years later, the safety manager at Construction Inc. contacts Hard Hat Training to purchase eight Excavator online courses for these same employees so they can get re-certified. However, when the employees log in to take their course, the LMS says that they already completed the course and displays their old, expired certificates. They are unable to reset the course or receive a new certificate. 

This scenario highlights a small frustration that customers can experience when they try to reassign courses. To solve this, you will need to log in to Talent and manually reset their course upon request. 

Note: Customers who decide to retake a course to recertify get a $20 discount per course. So, if I had three people that needed to be recertified, all three would get $20 off their training. Keep this in mind when you're sending invoices as outlined in the article titled Assigning Invoices to a Branch's Newly Assigned Users. 

Locating the User

There are a few ways that you can reset an expired course. To begin, you must locate the user's account in Talent using the Users search bar.

 You can search for a user by: 

- Email address (unless the customer has recently changed their email address)
- First or last name

Another common way you can find a user is to go directly to their branch. Under Branches, type in the branch name to narrow down the results to one company. After selecting that company, you will see a page with some basic information about their branch. To display the users within the branch, click on the Users button at the top of the page.

All users from the branch should have an orange banner next to their name showing that they are members of the branch. If a user does not have this banner, they are not a branch member. At the bottom of the list of users, there is a search bar where you can type the name of the user.

Important: If you still can't find the user, there are a few other tricks that can help you find their account. For specific details about other ways you can locate users, talk to your team lead.

Resetting the Course

Once you have successfully located a user, click on their name to enter their profile. This will bring you to the Info section of their profile with their username, email address, and company name. At the top of the page, click on Courses to see all of the courses this user currently has assigned to their account. 

Here you can see the courses assigned to the user, the user's role — it should be set to "Learner" — and the dates on which the user enrolled in and completed the course. An expired course will usually have a completion date 3 years prior to when you were contacted by the branch manager or customer.   

Under Options, you must both reset the course and unenroll the user. These actions will appear when hovering your cursor over the three dots below Options. Additionally, you must remove any certification for that user stored in Talent. To remove certificates, go to the Progress tab in the top right corner of the window. 

Once you are in the Progress tab, click Certifications to see all the certificates the user has earned. When you have located the course that needs to be reset, hover over the three dots under Options until you can click the large "X" to Remove. This will remove the certificate permanently from the user.

Note: Talent is not able to store multiple certificates from the same course, so this step is crucial. Without it, the user's certificate will not update the date the next time they complete the course.

After the certificate has been removed, you may reassign the course to the user. To reassign the course to the user, go back to the Profile tab in the top right corner, then click Courses. At the bottom right corner of the Courses tab, there is a search bar where you can type the name of the course. 

Make sure that you find the correct version of the course, since there may be other versions with similar names. After you have found it, click the plus sign on the far right to reassign the user to the course.

We are currently working with our LMS provider to fix the issue of expired courses failing to reset. If you have any questions or concerns, talk to your team lead or manager.