Business Model 2.0 Part 3
Education Team CEX
Created on November 13, 2024
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Business Model 2.0
Seeker IDV & Continuous Monitoring
Seeker IDV
As part of Business Model 2.0, Care will begin verifying the identity of Seekers in Complete & Starter plans, before running their screening. Seekers will be prompted to verify their identity when they send a message or use the booking feature. We will require the Seeker to provide their legal information. This information will be stored in Membership Information and will not be editable. Identity Verification will take place through Prove. If Prove is unable to verify the identity, the Seeker will go through the existing Veriff flow. The results will populate in Safety & Audit History in CSR.
Seekers go through the verification flow to confirm their identity. If the users phone allows mobile authorization they will be directed through the flow. If their phone does not allow mobile authorization they will enter their phone number and enter the SMS text to go through the flow.
IDV Successful Flow
Seeker IDV
Seeker IDV
Seekers will now have a Legal Information sections similar to Providers.
IDV Unsuccessful Flow
Seeker IDV
When a Seeker is unable to pass the intial verification, they will go through this Veriff flow. An ID is required & the user must use a smartphone with a camera.
Seeker IDV
If a Seeker chooses to cancel the verification, they will need to confirm the cancellation. Cancelling means they will be unable to interact with Providers until they run and pass the verification.
If the Seeker fails verification, their account is closed and blocklisted. If Manual Review is needed, the Seeker is notified.
View
Seeker IDV
View
Failed Verification
Manual Review
Seeker IDV
Seekers will receive email communications on the pass or failure of their identification verification. This impacts Seekers in BM 2.0 Complete & Starter plans. Existing BM 1.0 users are not impacted. If the Seeker previously completed Prove or Veriff and their legal information is populated, we will not send the Seeker back through the verification process.
Seeker IDV: Agent View
CSR Screening History, Safety & Audit Sections have been updated to include Prove results.- Seeker Legal Information
- Salesforce will automatically create cases for failures and will house manually created cases from the screening team.
Seeker IDV: Agent View
CSR Screening History will show the Veriff results.
Seeker IDV: Agent View
Similar to the message blocker, the inbox mask can be dismissed by clicking on the Dismiss for CSR.
Continuous Monitoring
Continuous Background Check (CBGC) Option for Seekers with a Complete Plan The CBGC feature allows Seekers to monitor any changes to a Provider’s records continuously. To use this feature, Seekers must enable it and complete verification through ID.me if not already done. Reports are sent only if Sterling identifies a record requiring review. Seekers can monitor up to three Providers at a time, and Providers must consent to these checks. This feature will be available to BM 2.0 Seekers with Complete plans across all platforms and verticals. Initially, it will be available to a limited number of Seekers and will not be listed as a benefit on rate cards.
Continuous Monitoring Seeker View
Seekers will be able to initiate a request from the Safety section in the Provider profile They will also be required to confirm that they have hired this Provider, if not done previously.
Continuous Monitoring Seeker View
Send opt-in request will take Seeker to required disclosures. If the Seeker has not completed ID.me, they will be directed to after required disclosures.
Continuous Monitoring Seeker View
Once sent, the Seeker will see a confirmation screen. The Provider profile safety section will display as Request pending, meaning the Seeker has requested CBGC on a Provider but Provider has not accepted the request yet.
Continuous Monitoring Seeker View
A new Continuous Background Checks section has been added to the Background Check page for Seekers. Seekers can view any active CBGC’s, previous requests, remove a Provider as well as cancel any requests.
Click on each status to learn more!
Status
BGC Request Statuses
Status
Access Denied
Request Cancelled
Inactive
Status
Continuous Monitoring - Seeker
Seekers can monitor three Providers at a time. Once the limit is reached, they will need to unenroll a Provider to continue. This limit includes requests as well as monitored Providers. Seekers will receive emails and alerts about their request and any updates to records. Monitoring will begin once Provider accepts the request.
Continuous Monitoring - Seeker
If Sterling finds a record that warrants review, the Seeker will be notified and will have access to the report. To view the report, Seekers are directed to the Background Checks page. Open Background Check Report will take member through the current experience where they can report concerns.
Continuous Monitoring - Provider View
Providers receive notifications when a Seeker request a CBGC. They can either accept or decline the request from the notification of their Background check page or in their Safety section.
Disclaimers
Continuous Monitoring - Provider View
The Provider will need to agree to required disclosures to grant access. If the Provider denies access, they will be asked to confirm.
Continuous Monitoring - Provider View
A new Continuous Background Checks section has been added to the Background Check page. This is where Providers can manage access.
Important Reminders
- For CBGC, if a Seeker or Provider contacts us asking to have us remove a CBGC request or access, we can do this through CSR. Navigate to the same Background Check page as the Seeker and Providers. This is only managed on Desktop.
- Agents may not “request” anything on a members behalf as it requires agreeing to disclosures.
- For Seeker IDV, Seekers who fail verification will not be automatically refunded. If a Seeker contacts Customer Care asking for a refund due to verification failure, agents should escalate to Member Care - EN Escalations. Agents must add a case comment with the hashtag
- However, if a customer contacts Customer Care because they decided they didn’t want to complete the IDV flow and are requesting a refund, we can refund this request once the customer asks. Agents must add a case comment with the hashtag #IDVrefusal.