NaLA Agent Registration Program FAQs

If you still have questions regarding the NaLA Agent Registration Program please contact [email protected].

Table of Contents

Agent Registration Program (ARP) Questions

Frequently Asked Questions

Agent Registration Program FAQs

1. What is the NaLA Agent Registration Program (ARP)?

The NaLA Agent Registration Program (ARP) is designed for individual Agents or Field Representatives who currently sell Lifeline service and/or distribute phones for an ETC participating in the NaLA Agent Registration Program.  To participate, Agents or Field Representatives must register for the ARP and sign the NaLA Code of Conduct, thereby agreeing to follow Lifeline program rules and regulations as defined by the FCC, USAC, State PUCs and NaLA. Registration must be renewed every 6 months to remain in good standing.

2. When did the NaLA Agent Registration Program launch?

The NaLA Agent Registration Program launched on July 10, 2019.

3. What is the difference between NaLA’s Agent Certification Program and the new Agent Registration Program?

The NaLA Agent Certification Program (ACP) was launched in 2018, and was a paid training course for Lifeline Agents. The ACP required Agents to take a training course and pass a quiz in order to retain a NaLA certificate.  The new NaLA Agent Registration Program (ARP) is a lower-cost, paid program that simply requires Agents or Field Representatives to sign a Code of Conduct agreeing to abide by FCC, USAC, PUC, and NaLA rules while selling Lifeline service.

4. What is the NaLA Code of Conduct?

The Code of Conduct defines how an individual (Agent or Field Representative) representing a Lifeline ETC should behave or interact on a day-to-day basis in order to maintain integrity and professionalism and allow Lifeline Distribution events to be productive and safe spaces for all Agents and Field Representatives.  

5. Is the NaLA Agent Registration Program training offered in any other languages?

Yes, the NaLA Agent Registration Program is currently also offered in Spanish. Each Agent or Field Representative will select their preferred language for the training materials at registration. Then, he/she can change the system language once inside the training program — just look in the upper right-hand corner of the course module.

6. Do Agents who already have a NaLA ACP account have to re-register for the NaLA ARP?

  • Any Agent with an active, “Certified” account with the NaLA ACP does not need to re-register or pay for a new ARP account. Active ACP accounts will remain active and in good standing until the existing certificate expires. At that point, the account will automatically transition to a “Registered” account and the Agent will need to go through the renewal process and pay at that time.
  • Any Agent who has never registered for a NaLA program will need to register and make their payment per the new program rules.
  • Agents with expired certifications or disabled accounts will need to login to their NaLA account to renew their registration and complete the Code of Conduct to be considered in good standing.

7. Are refunds available to Agents or Field Representatives who paid for the higher-cost ACP program prior to the launch of the ARP?

No. NaLA will not refund an Agent or Field Representative, Master Agent or ETC for ACP purchases at this time. All existing active, certified NaLA accounts are still considered in good standing until the assigned expiration date.  Unused bulk ACP coupons that were purchased prior to the launch of the ARP are still valid, and will be honored based on the original purchase terms of one representative per coupon code.

8. How often does the registration need to be completed?

The registration is structured for Agents or Field Representatives to renew their account and complete the Code of Conduct every 6 months, regardless of which payment plan they choose at registration.

9. Will each Agent or Field Representative receive a certificate?

Each user will receive a Confirmation of Registration document once the registration and Code of Conduct have been completed. The document will be housed under the “My Certificates” section of their training profile, and will contain each user’s unique NaLA ID.

For more detailed directions, we have a guide here. This guide also reviews what the documentation looks like and where to find items like NaLA ID.

10. How much does the NaLA Agent Registration cost?

NaLA offers 4 easy payment options for Agents or Field Representatives:

  • Monthly payments  – $1.55 + tax
  • Quarterly payments – $4.66 + tax
  • Semi-Annual payments – $9.32 + tax
  • Annual payments –  $18.63 + tax

Each Agent or Field Representative must renew his/her account and complete the Code of Conduct every 6 months, regardless of which payment plan he/she chooses. 

11. What forms of payment are accepted?

Most major credit cards are accepted, including:

Diners Club

Discover Card

MasterCard

American Express

Visa

12. Can auto-pay be set up for payment?

Yes. During the registration process, Agents or Field Representatives have the ability to choose the Subscription/Automatic Payment option, which sets up recurring payments from the payment method on file.

13. What happens if an Agent or Field Representative fails to make payments on time?

An Agent or Field Representative will have 14 days from the due date to complete recurring payments according to the pricing plan chosen during registration. If he/she fails to make those payments, the account will be disabled. 

14. How does an Agent or Field Representative register for the NaLA Agent Registration Program?

Agents or Field Representatives can visit https://arp.nalalifeline.org/ to register.

Need help registering? Follow this step-by-step guide.

15. Can an Agent or Field Representative register now and complete the Code of Conduct later?

Yes, however, registration will expire after 14 days if not completed, and the account will be disabled. Agents or Field Representatives who register, but do not complete the Code of Conduct within 90 days will be required to re-register.

16. What happens if an Agent or Field Representative does not receive his/her login credentials after registration?

In some cases, login credentials may be sent to an Agent’s or Field Representative’s email spam folder. If login credentials are not received in a timely manner, please instruct the Agent or Field Representative to check his/her spam or junk mail folder, and then contact [email protected] for further assistance, if needed.

17. How does an Agent or Field Representative update his/her contact and profile information?

Each Agent has the ability to update his/her own contact and profile information, at any time, by logging on to https://training.nalalifeline.org.

18. How, and who, identifies which ETC(s) an Agent or Field Representative works for?

The Agent selects which ETC(s) he/she works for when registering for a NaLA Training account. The Agent is able to update the ETC selection at any time by logging into the training platform and updating his/her profile.

19. Can an Agent or Field Representative be Registered without being associated with an ETC?

Initially, no. An Agent must select at least one ETC when registering for an account. However, if the Agent parts ways with the ETC, the training profile can be updated to reflect “Unincorporated” as the ETC until the Agent onboards with another ETC.

20. Can an Agent or Field Representative have multiple accounts?

No. Each individual Agent or Field Representative is permitted to have only one account regardless of the number of ETCs he/she is associated with. Our system has processes in place to identify duplicate attempts based on profile information provided by the Agent or Field Representative.

21. How does NaLA verify an Agent or Field Representative’s identity?

NaLA utilizes LexisNexis to complete an identity check on each Agent or Field Representative during the registration process. These identity checks protect NaLA against the creation of duplicate accounts and false identity claims.

22. How will an Agent or Field Representative know when it’s time to renew registration?

Upon completion of the initial registration period, the Learning Management System will track the renewal  dates for each Agent automatically. The Agent will receive reminders via email at 7 days, 3 days, and 1 day leading up to the renewal date.

23. How does an Agent or Field Representative renew registration?

Upon completion of the initial six-month registration period, NaLA will automatically send each Agent a renewal email. The Agent will need to answer a series of questions to confirm continued participation in the Lifeline program in order to maintain their “Registered” status.
Not sure how to renew?  Click here for step-by-step directions.

24. What happens if an Agent or Field Representative fails to renew?

If an Agent does not complete the renewal by the 180-day due date, he/she will be granted a 14-day grace period. If the Agent does not renew within the 14 days the Agent’s NaLA account will be deactivated. Email reminders will be sent to the Agent within the grace period, alerting him/her of pending deactivation if he/she fails to renew.

25. Can an inactive account be reactivated?

Yes. In order to reactivate an account the Agent can contact [email protected], and the Administrator can review and facilitate the request. Please note: the request to reactivate must come from the Agent directly. An account cannot be reactivated at the request of a third party.

26. How will an Agent know when it’s time to re-sign the Code of Conduct?

Upon completion of the initial training course, the Learning Management System will track the completion dates for each Agent automatically. The Agent will receive reminders via email at 7 days, 3 days, and 1 day leading up to the recertification date, then additional reminders 1 day, 3 days and 7 days after that date has expired.

Not sure how to renew?  Click here for step-by-step directions.

27. How will ETCs or Master Agents know if their Agents or Field Representatives have completed registration?

Each Agent will need to notify their ETC or Master Agent when he/she has completed registration. That may also include sending the ETC or Master Agent a copy of the Confirmation of Registration. ETCs also have access to reports via the NaLA Query Tool. 

28. How can ETCs or Master Agents keep up with the status of their Agents or Field Representatives?

Each participating ETC or Master Agent can designate Administrators who will be provided with access to the NaLA Query Tool. Please see the Query Tool FAQs below for more information. 

29. Who do we contact for troubleshooting, questions or feedback regarding the NaLA Agent Registration Program (ARP)?

For any troubleshooting issues, questions or feedback, please email [email protected]. The Administrator will review and respond as quickly as possible during normal business hours Monday through Friday 8 AM ET to 5 PM ET. Please allow up to one business day for a response.

30. Is the NaLA Agent Registration Program (ARP) the same as the USAC Representative Accountability Database (RAD)?

No. The two programs are completely unrelated. The USAC Representative Accountability Database (RAD) is a federally mandated program that requires all Lifeline agents to obtain a unique ID that will be used to track NLAD and National Verifier transactions for fraudulent activity, and potentially revoke system access.  NaLA’s Agent Registration Program is designed to give ETCs the ability to proactively flag, for other organizations within NaLA, suspicious or improper Agent behavior in order to prevent bad actors from taking advantage of ETCs and/or the Lifeline program.

31. How long does the Code of Conduct take to complete?

The entire process, from registration to completion of the Code of Conduct, should take no more than about 10 minutes.

32. Can an Agent be Registered/Certified without being associated with an ETC?

Initially, no. An Agent must select at least one ETC when registering for an account. However, if the Agent parts ways with the ETC, the training profile can be updated to reflect “Unincorporated” as the ETC until the Agent onboards with another ETC.

33. Can an Agent have multiple accounts?

No. Each individual Agent is permitted to have only one account regardless of the number of ETCs he/she is associated with. Our system has processes in place to identify duplicate attempts based on profile information provided by the Agent.

34. What happens if an Agent fails to renew their account?

If an Agent does not complete the Code of Conduct by the 180-day due date, he/she will be granted a 14-day grace period. If the Agent does not renew within the 14 days, the Agent’s NaLA account will be deactivated. Email reminders will be sent to the Agent within the grace period, alerting him/her of pending deactivation if he/she fails to renew.

35. Can an inactive account be reactivated?

Yes. In order to reactivate an account the Agent can contact [email protected], and the Administrator can review and facilitate the request.

36. Can Master Agents pay on behalf of their Agents?

Yes. An ETC or Master Agent can prepay for Agents for the 6-month or annual payment plans in bulk using the following process. This process does not apply to monthly or quarterly payment plans.

To prepay for Agents the ETC or Master Agent will checkout at: https://www.nalalifeline.org/arp-bulk/

Once the payment has been completed, the system will automatically generate a coupon code.

The ETC or Master Agent then distributes the coupon codes to the Agents to use when they register for an account on the NaLA website.

You can view a step-by-step guide on NaLA ACP bulk purchasing here.

Coupon Terms & Conditions:

Coupon codes are tied to the number of Agents/users whose registrations were paid for. The codes are good for a single use per Agent only. It is recommended that all ETCs or Master Agents keep close track of the coupons they hand out.

Once it has reached its capacity, the coupon code will automatically expire.

ETCs or Master Agents are paying for individuals, not a number of seats. Each individual Agent must have his/her own paid account. Generic accounts will not be permitted.

Refunds will not be issued on coupon purchases.

Coupon codes are not available for customers on a monthly or quarterly payment plan.

37. How will ETCs or Master Agents know if their Agents have completed and passed the course?

Each Agent will need to notify their ETC or Master Agent when he/she has completed training. That may also include sending the ETC or Master Agent a copy of the course completion certificate.

38. How can ETCs or Master Agents keep up with the status of their Agents?

Each participating ETC can designate Administrators to be provided with access to the NaLA Query Tool. Please see the Query Tool FAQs below for more information. Master Agents do not have reporting privileges at this time.

Participating ETCs can setup automatic Agent Status checks in their ECP via API. At this time, CGM has this setup and if the ETC uses CGM, they should reference this document for steps to setup that up. Any ETC not working CGM and would like to set this up, should reach to [email protected] for more information.

39. Who do we contact for troubleshooting, questions or feedback regarding the NaLA Agent Certification Program?

For any troubleshooting issues, questions or feedback please email  [email protected]. The Administrator will review and respond as quickly as possible during normal business hours Monday through Friday 8 AM ET to 5 PM ET. Please allow up to one full business day for a response.

Query Tool Questions

1. When does the NaLA Query Tool launch? 

The tool launched to the NaLA ETC Partners on November 1, 2018.

2. What is the NaLA Query Tool? 

The NaLA Query Tool is a one-stop shop to help ETCs manage their Agents’ NaLA Certification/Registration status. The tool has four main features:

  • Agent Status Search Tool – ETCs can look up an Agent’s NaLA status in real-time using their NaLA Certification ID or NaLA ID
  • Not Acceptable Practice Submissions – ETCs can submit Agents with reportedly suspicious activity or behavior, along with supporting evidence, for a NaLA committee to review
  • Reporting – ETCs can pull company-specific Agent data including certification/registration and renewal dates, NaLA IDs, NAP Flags and demographic information
  • Document Library – Provides ETCs with access to important documents, reference guides and links

Need help navigating the NaLA Query Tool? Click here for an admin guide.

3. What is the link to the NaLA Query Tool?

ETCs can access the NaLA Query Tool at https://ARP.nalalifeline.org/admin

4. Who has access to the NaLA Query Tool?

Only ETC Owners and designated Administrators from each ETC have access to the tool at this time. If you are an ETC Partner with NaLA and are interested in logins, please contact [email protected] for more information.

5. How does an ETC obtain a NaLA Certification ID or NaLA ID in order to query the Agent’s ID number in the portal? 

There are three ways to retrieve an Agent’s NaLA Certification ID or NaLA ID:

  • The Agent can provide the ETC with their NaLA Course Completion Certificate, which can be found on the Agent’s profile in the training system. The certificate includes both the Certificate ID and the NaLA ID.
  • The Agent can provide the ETC with their NaLA Confirmation of Registration document, which can be found on the Agent’s profile in the training system. The Confirmation document contains the Agent’s unique NaLA ID.
  • A designated ETC Administrator can go to the Reporting section of the NaLA Query Tool and run a report of all of the Agents assigned to their ETC. The report includes Certification IDs and NaLA IDs.

6. How does the ARP system know an ETC’s Agent Population or base in order to calculate the percentage of Agents who are Registered/Certified, as indicated by the Dashboard Pie Chart? 

This calculation is based on the number of Agents who select an ETC in their NaLA profile. The system then calculates the percentage of those Agents who are currently certified/registered.

Questions? Email the NaLA Training Department at [email protected].

Not Acceptable Practice (NAP) Questions

1. How does an ETC know which NaLA Not Acceptable Practices (NAP) category to select when submitting a case? 

ETCs and Master Agents can view the NaLA NAP Categories & Definitions document, which provides explanations for all of the categories.   

2. How does an ETC submit an Agent for a NAP review?

A designated ETC Administrator can login to the NaLA Query Tool (arp.nalalifeline.org/admin) and click on the “NAP” icon to submit an Agent or Field Representative for review with NAP committee. The submitting ETC will need to complete their investigation of the situation prior to submission. Please see our NaLA NAP Process Guide for more information.

3. Has the NAP process been reviewed by lawyers?

Yes. The NAP process was written hand-in-hand with NaLA’s General Council and our legal advisors.  It was also reviewed and certified by a California Labor Law Employment Team.

4. How does an ETC get a list of all Agents who have been flagged with a NAP?

In the NaLA Query Tool, designated ETC Administrators have the ability to pull a permissions-based report of all registered Agents who self-selected their ETC during the registration process. Those reports contain a field that allows ETCs to see if anyone who is active on their roster has been flagged for a NAP. ETCs can then use that information to make informed decisions about whether or not to allow that Agent to continue representing their company.

5. Can ETCs get details regarding why an Agent was assigned a NAP flag?

No. NaLA does not publish the details of a NAP flag to anyone outside of the voting NAP committee members.

Brad Leiphart