Faculty Loan Repayment Program Application

Bureau of Health Workforce
FLRP Online Application User Guide

BHW Management Information System Solution
(BMISS)
Faculty Loan Repayment Program
Online Application User Guide
May 2015

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Bureau of Health Workforce
FLRP Online Application User Guide

Table of Contents
Table of Contents

2

Introduction: FLRP Online Application User Guide

3

Section 1: Create Account

4

Section 2: Logging In

6

Section 3: Forgot Your Password

7

Section 4: Home Page

9

Section 5: Eligibility

12

Section 6: General Information

13

Section 7: Qualifying Education

15

Section 8: Loan Information

17

Section 9: Employment Search & Information

21

Section 10: Supporting Documents

23

Section 11: Self-Certification

25

Section 12: Review & Submit

26

Section 13: Home Page (“Submitted” status)

27

Section 14: Account Settings

28

Section 15: Resolving Issues

30

Section 16: Resolving Issue Flow Chart

32

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Bureau of Health Workforce
FLRP Online Application User Guide

Introduction: FLRP Online Application User Guide
Goal: The FLRP online application user guide serves as the guidance for the Call Center to answer applicant inquiries. In addition to this user guide,
the call center analysts must be familiar with the FLRP Application Program & Guidance, as some applicant questions will be policy based, and are
not discussed in this document. The primary intent for this user guide is to focus on the functionality developed for the FLRP online application.

Roles: There are no roles associated with the FLRP online application, as any external user can apply.

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FLRP Online Application User Guide

Section 1: Create Account
In order to begin the FLRP Online Application, the
applicant must first create an account.
Steps:
1. Applicant navigates to the online application via
the web link:
https://programportal.hrsa.gov/extranet/landing.seam
2. Applicant selects the “Create a FLRP Application
Account” link in the bottom left hand section of the
page

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FLRP Online Application User Guide
The applicant will be prompted to fill in a series of fields in order to create an account. Once the applicant selects “Create,” the system will send an activation email
to the email address provided when creating an account.
Steps:
1. Applicant responds to each of the required fields
2. Applicant selects
to register for an account with the
Faculty Loan Repayment Program (FLRP).
3. System prompts the user at the top of his/her screen that “We
have successfully created your account. Please check your
email for instructions how to enable your account.”
4. Applicant goes to the email account used to create the FLRP
application and finds the email from FLRP in the inbox.
5. Applicant selects the activation link in the body of the email.
6. System re-directs the applicant to the FLRP application “Log In”
page, with a notification that his/her account is now activated
Business Rules:


The email address provided by the applicant will serve as his/her
FLRP online application username.



The Applicant can view the FLRP Application and Program
Guidance by selecting the link in the first paragraph.



The following information will be auto-populated on the General Information page:
o First & Last Name
o Middle Initial
o Title
o Suffix



Applicants can roll over the tool tip next to the “Password” field for details on password criteria.

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FLRP Online Application User Guide

Section 2: Logging In
Once an applicant activates the account, the applicant is able to log in. The applicant will enter the email address (username) and password used when creating the
account in order to log in. If the applicant forgets the password, the applicant can select the “forgot your password?” link to reset the password; this will be later
described in Section 3 (next page).
Steps:
1. Applicant enters his/her email address and
password (figure 2.1).
2. Applicant selects

.

3. System re-directs applicant to the FLRP Online
Application Home Page.

Business Rules:

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

After selecting the activation link in the email, the
system notifies the applicant that the account is
activated (this only happens once on the initial log
in).



After the applicant’s second failed log in attempt, the
applicant will be warned that the account will be
locked if the next log in attempt is incorrect.



The applicant’s account will be locked after the third
failed log in attempt and the applicant will be
required to go through the “Forgot your Password”
process or contact the Call Center to unlock the
account.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 3: Forgot Your Password
If the applicant forgets the password, the applicant will have to select the
Figure 3.1

link and follow these steps in order to reset it:

Steps:
1. Applicant selects

on the log in page.

2. Applicant enters the email address and selects
3. Applicant answers the security question and selects

(figure 3.1).
(figure 3.2).

4. System displays confirmation and sends an email to applicant (figure 3.3).

Figure 3.3
Figure 3.2

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FLRP Online Application User Guide
Steps (continued):
5. Applicant goes into email inbox to access the email which was sent to activate the account.
6. Applicant selects Reset Password Link from the email.
7. Applicant enters new password and selects

(figure 3.4).

8. System updates new password.
9. Applicant is directed to the BHW portal home page.
10. Applicant selects “Applying for the Faculty Loan Repayment Program.”
11. Applicant enters in email address and new password.
Notes:


Passwords must have a minimum length of eight characters; shall not contain slang, jargon, or personal information; shall not contain all or part of your
username; and must contain: at least one English upper-case character (A-Z), at least one English lower-case character (a-z), at least one numerical digit
(0-9), and at least one special character (e.g. @, !, $, %). A character may not be repeated more than once in succession.

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FLRP Online Application User Guide

Section 4: Home Page
Upon logging into the application, the applicant will first see the Home Page. The Home Page will display content as it relates to the application status. If the
applicant is in “Not Started” status (see figure 4.1), the page will display an outline of the FLRP application and a button that allows the applicant to begin the
application. Once the application has been started, the status will be “In Progress” and the Home Page will display a table with the application progress (see figure
4.2)
Steps:
1. Applicant reads through the information displayed
on the Home Page.
2. Applicant selects

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FLRP Online Application User Guide

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FLRP Online Application User Guide
If the applicant has already started a FLRP online application and is logging back in, the home page will display the “In Progress” status if the applicant has already
started his/her FLRP online application and logged off, upon logging back in, he/she are directed to the Home Page. The Home Page will now display “In Progress”
status, and the applicant will be able to select “Continue” or a link to the desired section from the table.
Steps:
1. Applicant reads information on status page.
2. Applicant selects to navigate to a specific section by
selecting the active link to the desired page name in the
table
a. Only pages that have been completed or are in
progress can be selected
3. Applicant selects
a. System directs applicant to first incomplete page.
Business Rules:

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

The system shall only link to pages that are in a
“Complete” or “In Progress” status. The applicant will not
be able to navigate to a page that has a “Not Started”
status.



If the applicant selects “Continue,” the applicant will be
taken to the first incomplete page. For example, if
Education Information is “Complete”, system shall direct
applicant to Loan Information if “Continue” is selected
from the Home Page.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 5: Eligibility
The Eligibility Page is used to determine if an applicant meets the basic eligibility requirements for the Faculty Loan Repayment Program. If, based on the answers
given, the applicant is eligible, the rest of the application will be available to complete. If the applicant is ineligible, the applicant will receive a screen detailing the
eligibility requirements. The system will not tell the applicant what combination of answers caused the applicant to be deemed ineligible. The applicant has the
opportunity to return to the Eligiblility page to alter any answers.
Steps:
1. Applicant answers all required questions.
2. Applicant selects
eligibility questions.

once he/she have answered all the

3. Applicant will be directed to General Information page if found eligible.
Business Rules:


If the applicant answers “Yes” to question 5, the system will display two
sub-questions.
o Each subquestion is required
o If applicant indicates “Yes” for “Will it be completely satisfied on or
before the application deadline?” he/she will be required to provide
supporting documentation on the supporting documents page.



Select any tool tip for additional information on specific questions.

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FLRP Online Application User Guide

Section 6: General Information
The General Information page consists of questions about the applicant’s contact information. The information under Full Name (such as First and Last Name, etc.)
is pre-populated from the answers the applicant indicated while creating his/her account. These fields are editable.
Steps:
1. Applicant answers required fields.
2. Applicant selects
required fields.

once he/she have answered all the

3. Applicant will be directed to Education Information page if all required
fields are entered.

Business Rules:


The following fields are populated from answers during the create
account process:
o First Name
o Last Name
o Middle Initial
o Title
o Suffix



If the applicant selects a Country other than the United States, the
State/Province/Region field transforms from a dropdown to a required
text field.



Only the last 4 numbers of the applicant’s SSN will be displayed after
the page is saved (xxx-xxx-1234).

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FLRP Online Application User Guide
Business Rules cont.:

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

The applicant will not be able to move forward if the SSN
associated with the account is found to:
o Have defaulted on a previous BHW obligation
o Have an existing service with an obligation end date past
the application deadline
o Exist in another FLRP application account



If applicant indicates that one of his/her phone numbers is a
non-U.S. #, the field updates from a U.S. phone format field
to a text field.



Applicant Birth Date must be prior to application cycle start
date.



The Account Settings page will contain the following prepopulated fields upon submission of the application:
o Applicant home Current Mailing Address
o Applicant Preferred (Primary) Number
o Applicant Alternate (Secondary) Phone Number

Bureau of Health Workforce
FLRP Online Application User Guide

Section 7: Qualifying Education
The Qualifying Education page collects eligible discipline, graduation status and other relevant education information from applicants.
Steps:
1. Applicant selects eligible discipline and
answers
2. Applicant indicates whether he/she is
currently enrolled in a health professions
school.
3. Applicant selects
at which point the
eligible discipline is saved.
4. Applicant enters required school information
in the “Add a New School” section.
a. Applicant will selects the checkbox if
he/she did or will receive a degree in
his/her eligible health profession
discipline

b. If applicant indicated that he/she did or will receive a degree in his/her eligible health profession discipline, the applicant will be required to indicate the
type(s) of degree received and date received in Step (4).
5. Applicant selects
6. Applicant selects

to select the appropriate document (unofficial transcript) to upload.
in order to save the entered school information.

7. Applicant can edit or delete school information entered by selecting
8. After choosing to edit a school, the applicant selects

Edit

or

Delete

next to the school information he/she wish to edit or delete.

to save changes and updates.

9. Applicant selects OK to confirm intent to delete a school.
10. Applicant selects

once all schools have been added to the table and all required fields have been entered.
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FLRP Online Application User Guide
11. Applicant will be directed to Loan Information page if all
required fields are entered.
Business Rules:

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

If applicant checks box “I did or will receive my degree in my
eligible health profession discipline (indicated above) from
this school” then the applicant must select the type of
degrees receive and date degree received in Q4.



Applicant must enter at least one school at which the
applicant received or will receive an eligible degree/discipline
in order to continue.



The School End Date and Received Degree Date (if
applicable) of each school must be before or on 6/28 of the
current fiscal year in order for the applicant to be eligible.



The School End Date must be on or before the Received
Degree Date.



The School Start Date must be:
 After Birth Date
 Prior to Current Date
 Before School End Date



The applicant must submit an unofficial transcript for each
school entered on the qualifying education page in order to
continue.

Bureau of Health Workforce
FLRP Online Application User Guide

Section 8: Loan Information
The Loan Information page collects the applicant’s information regarding the amount of loan repayment the applicant will submit with his/her FLRP Application. The
applicant will be required to provide the loan account servicing lender, original amount, balance, related dates and supporting documentation for all loans.
Steps:
1. Applicant selects

Add a New Loan

.

2. Applicant is directed to the Loan Details page.
3. Applicant selects
once he/she has answered all required fields.
4. On the Supporting Documents page for the loan, the
applicant will upload the required documentation for
each loan.
5. Applicant selects the type of document he/she wants
to upload.
6. Applicant selects
to find the file that
contains the document selected.
7. Applicant selects
selected.

to upload the file

8. Applicant will see the documents that have been
uploaded, the type of document uploaded and the
status of the document.
a. The applicant will also have the option to remove the document in a table at the bottom of the page.
9. Applicant will repeat steps 1-7 for each loan submitted for loan repayment.
10. Applicant selects

once he/she have uploaded all required documents.

11. After selecting
the applicant will be directed to a loan summary page where he/she can view each loan submitted under each servicing lender with the
loan’s account number, balance, and if the applicant uploaded all required documents for the loan.
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12. Applicants can edit a loan by selecting Edit next to the loan
he/she wish to edit on the loan summary page.
Business Rules:


If the applicants selects “Other” to Q1 “Name of Current Servicing
Lender,” three text boxes are enabled and the applicant will be
required to enter the name of the servicing lender, phone number,
and fax number



If the applicant answers “Yes” to Q7 “Is this loan in default?” the
applicant will be required to provide the date of default.



If the applicant answers “Yes” to Q8 “Is this loan under federal
court judgment?” the applicant will be required to provide the date
of judgment.



If the applicant answers “Yes” to Q9 “Was this loan sold?” the
applicant will be required to provide the name of the original
servicing lender.



If the applicant answers “Yes” to Q10 “Is this a consolidated loan,”
the applicant will be required to give the number of loans that have
been consolidated and the original dates of each consolidated loan.



The applicant will be required to provide supporting documentation
for each entered loan in order to submit the application. The
applicant will be prompted to upload the documents on the Loan
Supporting Documents page. The applicant may continue but will
not be able to submit the application until all supporting documents
are uploaded. The required documents are determined by the loan
type.

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FLRP Online Application User Guide


Applicants will have the option to edit any loans that have
Edit

been entered by selecting
in the loan summary
table. This will direct the applicant to the loan details page
where the applicant may edit the loan information or remove
the loan from the application.


Applicant will have the option to delete any loan document
Remove

that has been uploaded by selecting
in the
uploaded documents table next to the document.

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

The loan information page will display each servicing
lender. The details associated with the servicing lender will
be collapsed, and can be expanded to view the account
number, balance, status of uploaded documents, and option
to edit the loan.



System shall require that Original Date of Loan be:
o No more than (3) months prior to earliest school
start date, If No to Consolidated Loan
o No more than (3) months after latest School End
Date, if No to Consolidated Loan
o After Loan Consolidated Dates, if applicant
indicated that the loan was consolidated
o Prior to Loan in Default/Loan Judgment Dates, if
Yes to Loan in Default or Loan under Judgment



System shall require Consolidated Loan Dates to be:
o No more than 3 months prior to earliest school start
date
o No more than 3 months after latest school end date
o Prior to Original Date of Loan



The application will automatically remove any document
uploaded for Consolidated Loans if the loan is edited and
the Consolidated Loan supporting document is no longer
required.

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FLRP Online Application User Guide

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FLRP Online Application User Guide

Section 9: Employment Search & Information
The Employment Information page asks for the applicant’s current employment information. FLRP applicants must apply with a school as the site of employment.
Steps:
1. Applicant enters required information for the employment
site.
2. Applicant selects SEARCH
3. Applicant chooses the appropriate school from the list of
search results. If the applicant does not see the correct
school on the list of results, the option at the bottom of the
results list, “I do not see my school listed. Please add this
school with the address above as the accredited school at
which I am employed” should be selected.
4. Upon selecting a school, the applicant will be required to
enter all required fields.
5. Applicant selects
Business Rules:

o

Appointment Start Date must be on or prior to July 31st of the current fiscal year

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

Applicant must enter a school name and address in order to
continue.



Applicant must indicate contract duration and contract
appointment dates if response to appointment status = Not
Tenured
o Applicant must select appointment duration months
from dropdown if “Other” is selected
o Appointment End Date must be after Appointment
Start Date

Bureau of Health Workforce
FLRP Online Application User Guide

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FLRP Online Application User Guide

Section 10: Supporting Documents
The Supporting Documents page displays all required documentation that an applicant must submit with his/her FLRP application. Applicants may be required to
upload documents that correspond to the answers provided on the application.
Steps:
1. Applicant selects the type of required document
intended to upload.
2. Applicant selects
he/she wishes to upload.

3. Applicant selects
the appropriate document.

to find the document

when he/she selects

4. Applicant repeats these steps for all of the required
documents.
Business Rules:





The file name of the uploaded documents will be
displayed.



Applicant can upload the following formats:
o .jpg
o .doc
o .pdf
o .txt



Applicant can upload document size up to 4 MB



The document status will be updated as:
o Not Received
o Received

A transcript will be required for each school submitted on the Qualified Education page for the applicant to continue.

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FLRP Online Application User Guide


If the applicant answered “Yes” to Existing Service Complete Prior to
Deadline on the Eligibility page, a “Service Obligation Document” is
required for the applicant to continue.



If the applicant answered “Yes” to Still in School on the Education
page, a Letter of Good Standing is required in lieu of a copy of
diploma or certificate.



If the applicant answered “Yes” to Previously Received FLRP Award
on the General page, a copy of the most recent FLRP Payment
History will be required.



The applicant will be able to view documents that have been
uploaded after application submission.



All required documents must have a status of “Received” for the
applicant to submit the application.



The Document Type of each loan under the Loan Documents table
will be displayed based on the type of loan document:
o Required Loan Supporting Document
o Additional Loan Document
o Consolidated Loan Supporting Document



The loan service and account number will be displayed next to each
loan document uploaded.



The required loan documents and required school transcripts must
be uploaded on the Loan Information page and Qualified Education
page respectively. The status of the documents will be reflected on
the Supporting Documents page.

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FLRP Online Application User Guide

Section 11: Self-Certification
The purpose of the Certification page is for the applicant to confirm the statements regarding debarment, suspension, disqualification and related matters form. The
applicant also gives authorization for disclosure of financial information. The applicant must agree to these certifications in order to submit the FLRP application.
Steps:
1. Applicant reads the Certification Regarding Debarment,
Suspension, Disqualification and Related Matters statement.
2. Applicant checks the box that certifies to the statement.
3. Applicant reads the Authorization for Disclosure of Financial
Information.
4. Applicant checks the box showing he/she gives
authorization.
5. Applicant selects

.

Business Rules:

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

The applicant must check both boxes to continue.



The applicant will be directed to the Review and Submit
page after he/she completes the certification page.

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FLRP Online Application User Guide

Section 12: Review & Submit
The Review & Submit page is the final opportunity that the applicant has to review and update the application prior to submission. The Review & Submit page has a
table with each section and the status of that section. The applicant can select the top navigation menu or a link in the Review & Submit table to view the chosen
page.
Steps:
1. Applicant reviews the application.
2. Applicant enters the password and selects

.

Business Rules:

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

Applicant may view and edit any page of the application by
clicking on the page name before submitting.



Applicant must enter in his/her correct password in order to
submit the application.



All page statuses except for review and submit must be
complete for applicant to submit the application.

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FLRP Online Application User Guide

Section 13: Home Page (“Submitted” status)
After the applicant submits the FLRP application, the home page will
display a “Submitted” status. The home page will always display the
overall application status. Additionally, the page will provide the
applicant links to the uploaded supporting documentation. The
tables are divided by type of documents, with the supporting
documentation in the first table, transcripts in the second table, and
the loan documents in the last table. The table displays the
document title, the document file, and the status (which will all be
received), and provides the applicant the ability to view each
document. The applicant will also have the ability to update the
Account Settings, view the submitted application (in .pdf, noneditable form) and view the FAQs page.

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Section 14: Account Settings
If the applicant has not yet submitted the application, the only functionality the Account Setting page will serve is to change the password. In addition, the applicant
will be able to see the application ID.
Steps to reset password:
1. Applicant enters his/her current password
2. Applicant selects

.

3. System displays New Password and
Confirm New Password fields.
4. Applicant enters New Password and
Confirm New Password
5. Applicant selects

.

6. System displays confirmation that
password has been successfully updated.
Business Rules:


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The applicant will not be able to change
the email address until the applicant
becomes a participant in BMISS

Bureau of Health Workforce
FLRP Online Application User Guide
Once the applicant has submitted his/her application, the Account Settings page will show the previous page with the functionality to change his/her password as
well as additional information. Not only will the applicant have the ability to view his/her application ID and change password, but also edit his/her preferred mailing
address, as well as home and mobile phone numbers.
Steps:
1. Applicant updates any desired information.
2. Applicant selects

.

3. System updates information.

Business Rules:


The following fields are auto-populated and read-only:
o Email Address
o Application ID



The following fields are auto-populated and can be edited:
o Preferred Mailing Address
o Phone

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Section 15: Resolving Issues
Please follow the instructions to resolve any inquiries a FLRP applicant might have:

1. For Technical Issues:
•

When a technical issue is encountered, e.g. Applicant cannot upload supporting documents, the Call Center should log this issue in the BMISS Issue
Tracker with the applicant’s contact information and a description of the problem. At this point, the BMISS HyperCare Support Team would define and
resolve the issue as well as notify the Call Center analyst of the resolution.
Call Center email: GetHelp@hrsa.gov
Call Center phone number: 1-800-221-9393 or TTY for hearing impaired at 1-800-897-9910

Logging Issues:
• When logging issues into the BMISS Issue Tracker (http://www.hrsabmissspuat.com:1000/default.aspx)
– Log issues as “FLRP Online App” for the Type of Issue field.
– Attach a screenshot to the issue (if applicable)
– Include the following details in the Summary section:
• Applicant information: Full name, email, phone number, unique ID and last four of SSN
• The exact Online Application screen the applicant was on when the issue occurred
• The Web Browser the applicant was using
• The frequency of the issue

2. For Program Related Issues:
•

If an applicant has a program question, the Call Center will try to answer the problem by referring to the Application and Program Guidance. If the Call
Center is unable to answer the question, the Faculty Loan Repayment Program should be contacted by Call Center.

Online Application Program Related Issues Contacts:
Donna Schwab or Jackie Brown:
NURSECORPSLRPSupport@hrsa.gov

FLRP Main line: 301-594-4098
Capturing Applicant Information:
• The following applicant information should be captured and as much detail of the issue as possible:
– First and Last Name
– Email Address
– Phone Number
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–
–
–
–

Unique ID
Section of online application the user was on when the problem was encountered
Detailed summary of the problem
Supporting Document (If applicable)

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Section 16: Resolving Issue Flow Chart
Applicant
Applicant
encounters
encounters
issue
issue with NSP
with
FRLP
Application

Start

Application

Applicant reaches out to
Call Center

Can Call Center
Analyst answer the
question?

No

Call Center Analyst
determines if the inquiry is
a technical issue or
program related question

Is the issue
Technical or
Program Related?

Program
Issue

Call Center Analyst
Call Center Analyst
communicates
with
communicates with NSP to
FLRP
to resolve
the
resolve
the issue
issue

Yes

Technical
Issue

End

Call Center Analyst logs
detailed description of the
issue in BMISS Issue
Tracker

resolves
the
NSP
Analyst
resolves the
applicant's issue

BMISS HyperCare
Support addresses the
issue

FLRP
Analyst contacts
NSP Analyst contacts the
the
Call
Center
Analyst
Call Center
Analyst
and
notifies them of the
and notifies
them
of
the
resolution
resolution

BMISS HyperCare emails
the Call Center Analyst
regarding the resolution of
the issue

FLRP Analyst
NSP Analystthe
communicates
communicates the
resolution
to the
resolution
to the
applicant
applicant

FLRP Analyst
applicant’s issue

Call Center Analyst
communicates the
resolution to the applicant

End

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