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Frequently Asked Questions

General Questions

Can you tell us what your best-selling courses are?
Absolutely. We track the top 50 national best-selling courses and our Training Assessment Manager (TAM) or Director of Sales can provide you with that information. We update this list at the end of each business year and make it available to all of our partner schools so they can see what courses have the highest interest levels. This often helps them decide what courses they might want to add, if they are not offering all of ProTrain's courses.
Which in classroom courses do you typically offer?
ProTrain can offer in classroom instruction in most of the Business Management, and IT/Computer Science Courses that we have online content for already. We are growing our instructor capability all the time as we have seen different functional areas which may also have an in classroom requirement for a school partner who wants to offer such a class but does not have the staff/faculty to cover that subject. In almost every case, if you have a requirement for an in classroom instructor, just ask our TAM or Director of Sales and we can get you that instructor with the right credentials in almost every case.
Do you track student progress? How do you support or screen potential students?
We can track student progress. We have various methods in obtaining a progress report on a student. For about 65% of courses taken, we can pull an automated report on a student through our registration system. For the rest, we go direct to our content developer and do an individual Progress Report (PR) for that student. We are continuing to work with our content developers to upgrade the means to pull automated PRs in the most expeditious manner. Students are provided a toll-free number that they can call to access live help between 8:00 AM and 6 PM EST. Students (or potential students) can access these tutorials using a current Web Browser at their convenience.
How do we go about submitting workforce development (WFD) paperwork?
Each state has a Workforce Investment Board (WIB) that has a different methodology in submitting courses for approval to use toward WIA tuition assistance. Some states have this process done manually, while others have automated the submission application for easy electronic filing for approval. ProTrain is experienced in numerous methods of application that a WIB might require. Our staff can help reduce the administrative burden on a partner by doing this work for them, in the format required by your state. Just let us know what assistance you need and we can do it.
How do I determine my level of proficiency with computers?
If you want to determine your level of proficiency with computers, a great free resource is the https://www.digitalliteracyassessment.org/ provided by the Northstar Digital Literacy Project. Completion of modules one through four would demonstrate enough proficiency with computers to be able to take an online course.
Are these courses ADA and Section 508 compliant?
Disabilities come in many forms, including but not limited to hearing impairment, visual impairment, and cognitive disorders. Reasonable efforts will be made to accommodate all users who utilize standards compliant web browsers, enabling software, or assistive devices. Accessible Web design provides benefits to both those using assistive technology, as well as others. It provides benefit to users with text-based browsers, low-end processors, slow modem connections, or users who do not have state-of-the-art computer equipment. It also allows for easier access to the Internet via technologies such as internet-enabled phones or personal digital assistants. We strive to ensure the accessibility of our education and training programs students with special needs. We stay up to date on current practices and conduct testing throughout development of the education and training programs as well as when applying new technologies and advancements. ProTrain has submitted and has had continuously approved a Voluntary Product Accessibility Template (VPAT). A VPAT evaluates the accessibility of our education and training programs are according to the Section 508 Standards. Students have to notify ProTrain 45 days in advance to enrolling into a course in order for ProTrain to provide accommodations.
What does Connect ANYTIME. Online mean?
These courses are available to students at their convenience to enroll and access 24/7, 365 days a year.
What does Connect LIVE. In Person mean?
These courses are taught in a physical classroom that students report to with a live instructor that teaches based on a predetermined schedule.
What does Connect LIVE. Online mean?
These courses are taught real time online by a live instructor based on a predetermined schedule.
What are the minimum requirements to take a course?
Students should have at least a 10th grade reading level in order to take a course. More additional prerequisites can be found on each individual course outline if necessary.

Questions from Students

How does the My Career Advancement Account (MyCAA) program for Military Spouses work if our school wants to participate?
If a school is not already registered in the AI Portal as a MyCAA School, we can help you register. Once registered and a Master Universal Account Controller (MUAC) is assigned with permissions in the AI portal, the school can then decide what roles they want to maintain, or authorize ProTrain to do on their behalf. Roles include loading the MyCAA catalog in the portal, loading the individual course outlines, registration of a military spouse for a valid Financial Authorization (FA) Form, posting the grades to the AI Portal on a student upon course completion, and billing the DOD for the course sold. ProTrain can do ALL or some of these roles, and is experienced at all roles. ProTrain was with the MyCAA program from its Beta Program inception, and has all the technical expertise and rapport with the AI Portal staff you need to get your school's MyCAA program up and running.
What is the online course refund policy?
Refunds for online courses are only given under the following circumstances: ProTrain refund policy for on-line courses is fair and consistent with all its Institutional education partners. Simply stated, a student has 3 days from the enrollment date to request a refund. However, if the on-line course material has been accessed, and the reference materials have been opened, the Company will be unable to get relief from various well-known publication distributors.
What is the minimum course completion requirement to get credit for completion of a course/certificate/certification learning plan?
Course completion requirements differ by course. Majority of courses will require students to achieve a 70 or higher on lesson quizzes and / or a 70 or higher on the end of course examination.
How long does it take to complete a program?
Nearly all of our courses and programs are self-paced and open enrollment, so you can start your training immediately and move at your own pace until completion. Most programs can be completed with-in 4 to 6 months after you register but you are given plenty of time to complete if needed. Course and Program lengths vary depending on the subject matter. All courses and programs list the average number of hours to complete and the length of time you have to access your training. As a general rule, if you spend 5 to 7 hours per week on your studies you should be able to complete your training in the timeframe allotted.
Do I have to buy additional materials?
Most materials that you will need are included. If your materials are included then their cost will be covered by your tuition. For those courses that do not have materials included, you will be told by your Training Assessment Manager (TAM). Also, Software is not included/supplied with any course/program at all. We will ship materials that are included through ground service upon enrollment. Some course and programs contain online material for download only. For these courses shipping of books is not required. Please make sure that you list a valid mailing address and we cannot ship to P.O. Boxes.
Do I have to login and attend class at a certain time or be forced to study on a fixed schedule?
No. Students are encouraged to work at their own individual pace in order to get the maximum benefit from their course. Login when you want (24x7) and start learning. You may progress through your course as quickly or slowly as you wish provided that you finish your training.
What system requirements are needed for these programs/courses?
Internet Connectivity Requirements: Cable and DSL internet connections are recommended. Hardware Requirements: Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended. 256MB RAM minimum. 1 GB RAM recommended. 800x600 video resolution minimum. 1025x768 recommended. Speakers/Headphones to listen to Dialogue steaming audio sessions. A microphone to speak in Dialogue streaming audio sessions. Operating System Requirements: Windows Vista, 7, 8, 8.1 Mac OSX 10 or higher. OpenSUSE Linux 9.2 or higher. Web Browser Requirements: Google Chrome is recommended. Firefox 13.x or greater. Internet Explorer 6.x or greater. Safari 3.2.2 or greater. Software Requirements: Adobe Flash Player 6 or greater. Oracle Java 7 or greater. Adobe Reader 7 or greater. Web Browser Settings: Accept Cookies. Disable Pop-up Blocker.
What are the differences between self-paced, mentor supported, and instructor supported?
A self-paced course means that the student is given all of the resources necessary to study, understand and pass the course. There is not an industry expert available for these courses to help the student understand the content of the course. A mentor supported course functions the same way as a self-paced course does but there is an industry expert available for these courses to help the student further understand the content of the course. An instructor supported course means that the course has an instructor who will dictate the flow of the course. The instructor is also there to help the student understand content related questions of the course and grade turned in assignments from the student.
What is the difference between certification and certificate programs?
Certificate: Programs listed as certificates will provide a student a certificate of completion at the end of their course. This can be used as proof that the student passed the program with a grade of 70 or higher in each module of study. Certification: Programs listed as certifications prepare a student to take a national certification exam after the program is completed. Usually, the cost of a certification exam is not included in the price of a course unless specified. Certification exams are proctored by third party companies located across the United States.
If I want to purchase an exam, when should I do this? What is the time frame I will need to purchase this exam?
You will want to let your Training Assessment Manager know that you want an exam included with your course. Then you have up to one year after your course expires to get your voucher. Therefore, after your course is complete, you will want to contact your Training Assessment Manager as soon as possible.
Is funding available for training?
We understand that sometimes paying for training can be a financial burden. We believe that no one should miss out on training or obtaining the job of your dreams. If you need a loan for your online certificate or program, our convenient Continuing Education Loan or monthly payment plans may be just the solution you are looking for.
What if I have a question, but don't know who to ask?
During your course, questions will undoubtedly arise. If you do not have an instructor or mentor, your course URL typically will have a 'contact us' option. If you are unable to login to utilize any of the aforementioned options, please call 1.800.371.2963 between 9:00 AM and 5:00 PM EST, or send your name, e-mail address, and phone number, along with the name of your course, to techsupport@protrainedu.org and someone will contact you as soon as possible.
What kind of financial assistance does this school or its partner, ProTrain offer students wanting to take a course?
We know that many schools cannot offer any financial aid for CE non-credit programs. Financial assistance like Pell grants and FASA are not available since these are CE non-credit programs. At times, a continuing education department also cannot offer Sallie Mae loans.
Where can I find the hours and access length for a course and what do they mean?
The hours and access length for a course is found at the top of the full outlines underneath the title of the course. The number of hours displayed is the amount of time it should take a normal student to complete that course. Beside the hours is the access length for the course. Most of our courses are 12 months in length so it will display 12 Months. (i.e. 300 Hours / 12 Months Access)
As a student taking an in-classroom, online, and/or synchronous class wherein the cost was out of pocket and not paid through an outside source, will I be issued a 1098 T Form at the end of the calendar year?
No. This school is not required to issue 1098 T forms at this time, pursuant to the IRS eligibility requirements. The student should seek guidance from a tax professional as to the possible deductibility of expenses, as this school is not authorized to provide tax advice. The school encourages students to maintain records of their expenses.
What happens if I am taking a course for a certification exam and that certification exam expires before my course end date?
We will attempt to notify students as soon as possible about upcoming exam changes via our course outlines and monthly progress reports. If a student is in a course where the certification exam has expired, the student still has the remaining duration of their enrollment time in the current course content. Once the new course content is available, students are contacted on a case by case basis to work with them on their options to receive the new content. In most cases, students will receive a heavily discounted upgrade fee for the new content.

Questions from Partners

Do we have to take all 400 courses?
Absolutely not. About 60% of our partners believe that if they don't offer it, they can't sell it. Nonetheless, there are schools that have some restrictions that the main campus has placed on the Continuing Education side that doesn't allow certain courses or programs to "compete" with the in class enrollment programs. Areas such as Legal/Paralegal are sometimes an area that Continuing Education might not be allowed to offer. Each school can use our Partner Data Worksheet (PDW) and highlight only the courses they wish to offer or they can highlight all our course offerings.
I'm an Augusoft-Lumens partner - How does that change enrollments?
As an Augusoft-Lumens partner, your students register for our courses thru your system. The bridge that connects the Augusoft registration to our course offerings has been designed to allow for only those ProTrain courses you wish students to be able to select to be offered on your behalf.
So, you actually provide us marketing materials?
Yes, ProTrain has designed over 20 plus functional training area marketing materials flyers that we provide at no charge to our partner schools. These flyers are all in editable Word documents that allow the partner school to add its own logo and contact information quickly and send out electronically to perspective students/corporate clients or print for target events or in catalogs. On the average, this can save a school up to 40% of their annual marketing budget in just design time and costs alone.
How do you handle refunds? What is your policy?
ProTrain will work with each school partner to ensure that the refund policy is consistent with what your school has deemed fair for online course enrollment. However, in most cases, our partners have the same refund policy as we recommend. If the student does not complete their course by the end-date stated on the welcome letter, there will be additional fees for extended access to the course and any online reference materials, such as eBooks. Not all courses are eligible for an extension and extension discussions will only take place with the Registrar within the last month of the students’ enrollment period.
What services are available to students enrolled in ProTrain courses?
Services begin with the Registration Process and include technical support, customer support, and Learning Management System support. Students enrolled in MyCAA and WIOA programs will also receive portal management support. ProTrain provides course content updates and support for students throughout their training, including monthly progress reports, email check in, and direct calls to students. Upon completion, students will receive a Certificate of Completion and national certification exam registration assistance, where applicable. Should students require additional time, course extension can be processed, where available.


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