ABOUT THE SOLID START FINANCIAL COURSE |
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What Is The SSF Course? |
The Cricket Debt/UrgentCo course focuses on a client’s existing financial situation but Solid Start Financial’s course teaches clients how to budget and responsibly manage their finances for the future. The course is referred to in a number of ways, including:
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Is SSF required? |
Yes, debtor’s education is a mandatory course for anyone that has filed for bankruptcy; however, client’s are not required to take it from SSF |
How is the course available? |
The course is available online (web) and via recording (OD) |
How much is the course? |
$20 (waivers are available for financial hardship) |
Can anyone sign up? |
Client’s must have a valid bankruptcy case number before they can register for SSF (meaning they have to have already filed for bankruptcy) |
Can the CD/UC and SSF courses be done at the same time? |
No, a client must file for bankruptcy, receive a case number and then register for SSF |
SSF ONLINE (WEB) – REGISTRATION |
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Do counselors set up SSF accounts for web clients? |
Counselors do not create web accounts for clients, this is something the client will do on the website.
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How do existing clients register for SSF? |
For web clients who already have an existing account with CD or UC, they need to sign back in with their username and password. A link will be on the left-hand side of their account after signing in. The client’s registration information will pre-populate. They will only need to enter their case number. If their address has changed they can make corrections as they register. |
How do new clients register for SSF? |
If the client does not have an account, please advise them to go to either www.cricketdebt.com, www.urgentco.com or www.solidstartfinancial.com to start the registration process. |
Registration Notes: |
Remember, all clients must have their bankruptcy case number in order to register for SSF. |
SSF ONLINE (WEB) – THE COURSE |
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What is the course like? |
The Solid Start course consists of 14 modules. There is a quiz associated with each module. |
What are the time requirements? |
Each module has a time requirement and the client is required to spend the minimum time indicated on the course progress page. The total time requirement is at least 120 minutes. The time requirement is a Federal requirement for all Debtor’s Education providers. |
Are the quizzes graded? |
The introduction module does not have a grade requirement. Each additional module will have 5 assessment questions. The client must get a score of 80% for each section. If a client scores less than 80% they must retake the test. If the client passes the test but did not complete the time requirement they will not be able to move forward. |
Why can’t the client move forward when they say they are done? |
Check the time in the course in order to determine if the client is complete. If the client is fully completed, the client still might need to sign the affidavit. You may check this by logging in as the client. |
Are there affidavits for SSF? |
Yes, one when they start the course and one when they finish. The client will check the box, enter the last four of their SSN, then click on the “I affirm” box. Counselors must NEVER fill this out for clients. |
SSF ONLINE (WEB) – FINAL STEPS AND CERTIFICATE |
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How does the client get their certificate? |
Once the client clicks on the “issue my certificate” button, the certificates are queued on our end. An SSF counselor will check for capitalization, punctuation, accuracy and then issue the certificate. |
Is the cert issued right away? |
We advise SSF clients the certificate will be issued within an hour of completion during business hours. If the course is completed after business hours, the certificate will be issued the following business day. |
Where is the cert sent? |
The certificate is either emailed or faxed to the attorney and/or client (just like CD/UC). |
SSF ONLINE (WEB) – MISCELLANEOUS INFORMATION |
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Is there a survey at the end like there is for CD/UC clients? |
Once clients complete the course there is an optional survey. Clients may fill out or click on “Skip the Survey” at the top of the page to bypass. |
How does a CIN client register for SSF? |
See the information listed in the customer service section |
What if a web client wants to convert to telephone/OD? |
Switching a client to the OD demand is the same process as CD OD. The counselor would click on the link that says “Change to On-Demand Phone Course”. The client should then be either emailed or mailed the course materials. Clients do NOT need the materials before starting the course. The counselor would also give the client the counseling course number and their pin number. Remember that converting an account to web or OD will reset the progress and the client will start the course over from the beginning.
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Do SSF web clients need to complete the counseling in any certain time frame (i.e. 6 months)?
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Web clients who started their counseling session over six (6) months ago do not need to have their account reset to re-do the counseling. They can log back into their account to finish their counseling and the certificate will be generated with the date/time of completion. This is not the same for SSF OD clients! (see “What is a held SSF certificate?” below) |
SSF TELEPHONE (OD) |
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Does and OD client have to listen to SSF specific disclosures? |
Yes, SSF has a separate recording that all clients must listen to before we can create an OD account for them. |
What are the Bria queues for the disclosures? |
6512 for English disclosures and 6513 for Spanish disclosures |
How will I know if they listened to the disclosures? |
When answering an SSF call the counselor will hear the whisper that the client has listened to Solid Start disclosures |
How do I register a client for OD? |
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Do I describe the OD process to the SSF client? |
We do not provide instructions other than providing the PIN and Zip. The following instructions are in the recording before the course begins: Welcome to the Solid Start Financial telephone course; in a moment you will begin the personal financial management session. You will be asked for some information to identify you before beginning the session. You will need the six-digit PIN number that you were given during registration. When prompted for your PIN number, please type the number into the keypad of your phone. The number will be repeated back to you to make sure that it was entered correctly. You will also be asked for the zip code you provided during registration. When prompted, please type this number into the keypad of your phone. The zip code you entered will be repeated back to you to make sure that it was entered correctly. You will then hear only the first four letters of your last name. If these four letters are correct, you will be prompted to press one to begin the counseling session. The personal financial management session will last just over two hours and the material is divided into fourteen sections. Your progress is saved automatically at the beginning of each section and you may take breaks at any time by hanging up your phone. To resume the counseling session after a break, dial the 866 number you were given during registration, re-enter your pin number, zip code and confirm the first four letters of your last name and you will pick up at the beginning of the last section you were working on when you disconnected. The recording is available 24 hours a day, 7 days a week. The recording will refer to the packet that was sent to you by email or US Mail during registration. You may follow along in the packet or if you are taking this session before the packet arrives, you may keep a pen and paper nearby so that you can take notes or write down answers as they are provided. There is no follow up call required when you finish the last section. You will hear verbal verification that counseling is complete and the certificate will be generated during Solid Start Financial’s regular business hours and it will be sent to the email or fax numbers you provided for yourself and your attorney during registration. To skip this message in the future, please press the pound key. To begin the Solid Start Financial telephone course, please press one now. |
How does the one-on-one counseling go after they complete the course? |
Solid Start does not require a follow-up phone call with a counselor in order to get the certificate. |
SSF CUSTOMER SERVICE |
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What if the client needs to register but doesn’t have an account? |
Determine if web is an option and if so, provide registration instructions If OD is the best option, make sure they have their bankruptcy case number before transferring the client to the disclosure message. |
What if the client can’t move forward? |
Check to see if the client is stuck in a module because they did not meet the minimum time requirement of the module |
What if the client wants a perfect score on a quiz? |
A score of 80% is required in all sections except for the pre-test in module 1. A module cannot be reset in order for a client to score 100%. Scores are not listed on certificates. |
What if the client or attorney wants a cert correction? |
If a client/atty needs an SSF cert corrected, send an action with the info correction that is needed, note the account with the info and update the account – ie:
If the correction needs to be completed before the end of the business day, mark the correction “Urgent” and post in slack that you have submitted an urgent request for a correction. Certs issued more than 1 year before the request cannot be corrected
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What if the client needs a cert re-sent or sent from an archived account? |
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How do CIN clients register for SSF? |
Don’t mention SSF to CIN clients – CIN has their own Debtor’s Ed course CIN Customer Support Phone # 866-218-1003 My Horizon Today website: www.myhorizontoday.com |
My client has a POA, what do I do? |
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What about expired certificate waivers (XCWs)? |
All certificates are created by the EOUST. CD and SSF certs cannot be “renewed” or corrected once they expire. While SSF certificates don’t expire, they cannot be corrected after one year from the date of issue. Clients must retake the course and follow-up counseling in order for a new certificate to be issued. As a courtesy, we will waive the fee for CD/SSF clients who have paid for and completed counseling within the past 18 months. |
Do DE certificates expire |
Solid Start certificates have no expiration. SSF should always be dated after the CD cert. |
What is the SSF 3-month rule? |
If a client has sent Proof of Income within the past 3 months, you can reach out to OM to waive the fee for SSF as well – always check the date POI was received (this will be noted in the account). |
Can clients take the course together (web or OD)? |
Clients can complete the counseling session together or separately. Taking together – click the radial during registration and provide one PIN Taking separate – provide the PIN for each person on the account |
What is a “held” SSF certificate? |
If an SSF OD client completes the session before a payment or a waiver is applied, the certificate will be held until this is resolved.
If more than three (3) months pass and the payment is still not resolved, the account needs to be reset and the client will have to take the course again.
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What is eFiling?My client has completed all 14 modules online and paid but still shows in process. How can they get the certificate? |
Even if all the course is paid for and the modules are complete, clients must still complete the final affidavit and verify their name, case number, etc. before the course is complete and the certificate can be issued. The date and time of completion on the certificate will be the date and time that all of these steps are completed. |
REQUIREMENTS BEFORE STARTING SSF SUPPORT |
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Web |
Go to training.solidstartfinancial.com
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OD |
Go to training.solidstartfinancial.com
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