Frequently Asked Questions (FAQ)

Creating a NYS CASE Account

Q: Why do I need to request a user account?

Professional development training is available to vendors with a current ACCES-VR CRS contract. Your user account will allow you to register for trainings, help you keep track of your upcoming trainings, course materials, training transcript, and the latest NYS CASE news. Requests for new accounts will be approved during business work days; it may take up to 48 hours for you to receive your account approval.

I signed up for a new user account. When will I receive my account information?

A: Account information is reviewed by NYS CASE before your account is approved. It may take up to 48 hours to receive an approval.

Q: Why didn’t I receive my account login information?

A: Your organization may be blocking emails from NYS CASE. Please have your IT department put emails coming from NYS CASE on your safe sender list. The sending IP address is Our email service is SendGrid in case they need that information as well. Emails from NYS CASE will be sent from two different email addresses: and The email is used for all automated emails on the site, including newsletters, and training emails. The is used for technical support.

Trainings (General)

Q: How do I know if I received credit for attending a training?

A: Once your attendance is marked for a training, the training will then appear under the “My Completed Courses” tab.

Q: When do I receive my course and tier certificates?

A: All certificates and transcripts are available from the “My Completed Courses” tab. Click on the link and select which certificate or transcript you want to print. Please note that NYS CASE does not mail you certificates. You may print them yourself. The system checks for new completions once per day. If you recently finished a course/tier and do not see the certificate appear, wait a day. If you still do not see it, contact NYS CASE Customer service at

Q: Where do I find the course evaluation survey?

A: You will find the course evaluation survey link under the course name on the “My Completed Courses” tab. The link is only activated after your attendance was marked, which could be a couple of days after the training date. Once you complete the survey, it will say that it has been completed.

Q: I requested CRC credit. When do I get that?

A: Certified Rehabilitation Counselor credits are awarded the month following the training completion date. You will receive an email with the verification of completion (VOC) form for you to submit to CRC. In order to receive CRC credit, you must complete the training survey evaluation first.

Q: My co-worker and I want to register for training together. Do we each need to have an account?

A: Each individual trainee will need their own account. If you do not have individual emails at your organization, please use a personal email. Your profile record is your professional development transcript, and will follow you if you move in between organizations.

Q: I cannot attend a training at the last minute. Can I send a co-worker instead?

A: No, this is not allowed.

Q: How will I receive my course materials?

A: Your course materials will usually be available to download 1-2 days prior to training. To access, log in and click the My Upcoming Courses tab. You may also choose to print the Power Point presentation pdfs in a three-slide format or a one slide accessible format, along with other course documents.

Q: I registered for a training, but realize that I cannot attend. How do I unregister?

A: To unregister, log in at Under “My Upcoming Courses” you will see all of your upcoming courses. Click on the red Unregister link on the right-hand side of the page. The ability to unregister for a training ends 48 hours before the training. If you find you cannot attend at the last minute, please email to let us know and we will unregister you from the training.

Q: I attended the training, but my attendance is not showing on my account yet!

A: Attendance lists are entered manually and may not be available until 24-48 hours after a training has ended. Once attendance is entered, you will receive an email asking you to fill out an evaluation of the training. If more time has gone by and you still haven’t received credit or the evaluation email, please contact and we will look into the issue.

Webinars (Online Trainings)

Q: How do online trainings work?

A: You will receive an email from with all the information you’ll need to attend the webinar. Make sure this email address is on your safe senders list! This email is usually sent out within 24 hours of the training.

Q: Do you have a recommendation for a headset?

A: The best tool to use for participating in webinars is a headset such as this headset from Amazon

A headset allows you to login via your computer and, once you set your audio and microphone to the headset, it is easy to listen and speak, if given the opportunity. If a headset is not in your budget and your computer has speakers, another option would be to get a microphone for your computer. Some web cameras have microphones.

Q: I’ve joined the webinar, but I don’t hear anything.

A: If you have joined the webinar early, you will not hear anything until the webinar starts. Don’t be alarmed by the lack of sound, this is normal. If the webinar has already started, you need to enable your audio. If you don’t see a headset or phone icon next to your name, you have not enabled your audio yet. Go to the audio menu and choose “Integrated Voice Conference” and then choose “Join Conference.” You can also test your audio from this menu.

Q: A group of us are watching the webinar together. How can we get credit?

A: In order to earn course credit, everyone must register for the webinar individually and must login to the webinar from one’s own computer.

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