Frequently Asked Questions (FAQ)

Creating a NYS CASE Account

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

Professional development training is only available to providers with a current ACCES-VR contract. Your user account will 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 approval and password.

Q: I signed up for a new user account, when will I receive my account information?

A: Account information must be reviewed by NYS CASE before your account is approved. It may take up to 48 hours to receive an approval; however you will usually receive your response much more quickly.

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

A: Your organization may be blocking emails from Please have your IT department add,, and to your organization’s safe websites and safe senders list.

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 must 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 customer service.

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 date. You will receive an email with the verification 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 for security reasons.

Q: How will I receive my course materials?

A: Your course materials will usually be available to download one week prior to training. To access, log in and click the My Courses tab. You will need to bring a printed copy of the course manual with you to the trainings. You may also choose to print the Power Point presentation pdfs in a three slide format or a one slide accessible format, or a text only Word document, along with other possible course documents. Some participants choose to download the course materials to their mobile device or laptop to bring to the training. We will not provide hard copy course materials during training events.

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

A: Log in at and under My Courses you will see all of your upcoming courses. Click on the red Unregister link on the right-hand side of the page. You can watch the tutorial video here. The ability to unregister for a training ends 48 hours before the training because we need to send the final list of attendees to both the trainer and the training location security department. If you find you cannot attend at the last minute, please email to let us know.

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

A: Attendance lists usually are not available until 24-48 hours after a training has ended and are entered by hand. Please be patient, you’ll get your credit! 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 with all the information you’ll need to attend the webinar from Michelle Alvord ( Make sure this email is on your safe list, too! This email is usually sent out a week in advance and again within 24 hours of the training. You can either call in via your computer if you have a speaker/microphone or else call in by phone to listen along while watching on your computer.

Q: I’m having trouble getting the webinar to load on my computer. Why?

A: You may need to download additional plugins for the Adobe Connect platform to work. Be sure to test your system prior to the webinar here:

Q: I do not have a microphone on my computer. How can I participate in the webinar?

A: You are able to participate if you call in by phone; however, you are only identified by your phone number. You will need to share who you are will the webinar host, who will have to manually unmute you for you to talk.

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

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 get credit, everyone needs to have registered for the webinar themselves. Email with a list of the names of everyone attending.

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