FMCSA Clearinghouse Check Request Process

Tools & Platforms Used

• Freshdesk – Ticketing system where requests are managed.

• Turn Admin – Platform for retrieving applicant data.

• JotForm – Platform where applicants provide consent for FMCSA checks.

• FMCSA Clearinghouse – System where background checks are submitted and reviewed.

• Email (CC: recruiting@siteone.com) – Used for applicant communication and follow-ups.
  
  *Please click on the hyperlinks, they will direct you to the correct site

TABLE OF CONTENTS

• Tools & Platforms Used
• Workflow Overview
• Step 1. Receiving & Identifying the Request
• Log into Freshdesk.
• Step 2. Retrieving Applicant Information from Turn Admin
• Access Turn Admin.
• Step 3. Obtaining Required Consents
  • Consent 1: JotForm
• Step 4. Submitting the FMCSA Check Request
  • Consent 2: FMCSA Clearinghouse
  • Consent Follow-ups
• Step 5. Managing FMCSA Responses
  • Scenario 1: Applicant Not Found in FMCSA Database
  • Scenario 2: FMCSA Query Shows "Pending"
  • Scenario 3: FMCSA Query Is Completed
• Ticket Management & Responsibilities
• All Freshdesk tickets remain open or pending until a final resolution is reached.
  • Tagging System in Freshdesk

Workflow Overview

Step 1. Receiving & Identifying the Request

• Log into Freshdesk.

• Filter tickets assigned to you under:

  • SiteOne - Queries to Request (for checks that need to be requested).

  • SiteOne - Pending Queries (for ongoing checks awaiting responses).

• Open the assigned ticket and verify the applicant details.

Step 2. Retrieving Applicant Information from Turn Admin

• Access Turn Admin.

• Search for the applicant’s profile.

• Download the applicant’s driver’s license photo and paste it into the Freshdesk ticket.

• Add a ticket note confirming the information was retrieved.

Step 3. Obtaining Required Consents

Consent 1: JotForm

• Check if the applicant has submitted the JotForm consent:

  • If YES → Download the completed form and attach it to the Freshdesk ticket.

  • If NO → Wait for JotForm’s email notification and check periodically.

  • If delayed, send a Canned Response for Compliance - JotForm FMCSA to the applicant.

  • Tag the ticket with "Jotform Pending" and leave it Open.

Step 4. Submitting the FMCSA Check Request

Once the JotForm is obtained, submit the FMCSA check request:

• Log into JotForm:

  • Submit the FMCSA check request for the applicant.

  • Attach a screenshot confirmation to the Freshdesk ticket.

• Log into FMCSA Clearinghouse:

  • Go to "Conduct a Query".

  • Select the employer (SiteOne).

  • Enter the applicant’s First Name, Last Name, DOB, License Number, and State.

  • Click "Verify Driver Information".

  • Select "Full Query" (pre-employment check).

  • Confirm the request.

  • Click "Request Driver Consent" to finalize.

  • Take a screenshot of the request and attach it to the Freshdesk ticket.

  • Change the ticket status to "Pending".

  • Add the tag "requested"

Consent 2: FMCSA Clearinghouse

• After JotForm consent is received and the FMCSA query has been submitted, verify the Clearinghouse consent:

  • Log into FMCSA Clearinghouse.

  • Navigate to Query History and locate the applicant.

  • If the applicant has NOT provided their consent in Clearinghouse:

    • Send a Canned Response for Ops - Clearinghouse Consent to the applicant.

    • Tag the ticket with "ClearinghouseConsent”and leave it Pending.

Consent Follow-ups

• For FMCSA Consent → Check status every hour.

• For JotForm Consent → Wait for JotForm’s email notification.

• The assigned agent is responsible for contacting the applicant and must always CC recruiting@siteone.com .

Please use this material for reference (watch the video): Conduct a Query 

Step 5. Managing FMCSA Responses

Scenario 1: Applicant Not Found in FMCSA Database

• If the system returns an error stating "Driver not found":

  • Send a Canned Response for FMCSA Registration Required to the applicant.

  • Tag the ticket with "Clearinghouse RegReq".

  • Leave the ticket Open for follow-up.

Scenario 2: FMCSA Query Shows "Pending"

• If the system shows "Pending" status:

  • Take a screenshot and attach it to the Freshdesk ticket.

  • Leave the ticket Pending and continue monitoring for updates.

Scenario 3: FMCSA Query Is Completed

• Once FMCSA provides a final result:

  • Download the check result.

  • FMCSA, Uploading the Results - Watch the video

  • Please check the video attached below or click the hyperlink
    

  • Must Look like this: 

  • To clear the format, please use the following template: https://docs.google.com/document/d/17mdHq5gAolMUafgmsK0utdAwFFT1YVYLZLgrD6opLaw/edit?tab=t.0

  • Please attach it to the Freshdesk ticket.

  • Change the ticket status to "Closed".

Ticket Management & Responsibilities

• All Freshdesk tickets remain open or pending until a final resolution is reached.

• The assigned agent is responsible for contacting applicants and monitoring updates.

• Always CC recruiting@siteone.com on all applicant communications.

• FMCSA consent follow-ups must be checked every hour.

• JotForm consent follow-ups rely on JotForm email notifications.

Tagging System in Freshdesk

JotFrom Credentials

URL: https://www.jotform.com/inbox/242285764123053/signAllDocuments/6146845667655696169

User: compliance@turn.ai    

Password: Atizapan1981)