Creative Services, Inc. Resource Center - Frequently Asked Questions

Resource Center

Frequently Asked Questions

What makes CSI different?

CSI’s investigative techniques produce the most meaningful and accurate results in the industry, never relying on quicker, less expensive and potentially less accurate database searches alone.  In a field dominated by database generated information, CSI continues to emphasize the importance of interviewing and investigative skills while incorporating the best informational resources, adopting rigorous validation and quality assurance processes, and stringently monitoring compliance with all federal, state, international and industry laws. It is this human element that characterizes our distinguished performance as well as our client relationships.  CSI's competitive advantages include flexibility, client service and a strong orientation toward investigative technique. CSI is small enough to maintain the highest rating for responsive and personalized customer service, while large enough to meet the demands of our clients.  CSI continues to emphasize education in effective interviewing and hiring techniques, risk assesment and background screening solutions, helping companies create programs that reduce physical and financial risk.

What is a criminal hit ratio report?

A criminal hit ratio report calculates an employer’s percentage of criminal records surfaced.  These reports provide valuable information to validate recruiting processes, sourcing and interview skills.  CSI offers management reports, such as a criminal hit ratio report, to measure key performance indicators of a screening program.

What is a turnaround time report?

Through our internal software system, CSI tracks the number of hours from file receipt to file completion. A turnaround time report calculates the number of business hours (excluding weekends and holidays) of each report as well as account averages.  CSI offers management reports, such as a turnaround time report, to measure key performance indicators of a screening program.


How do I interpret background check results?

CSI’s background investigation report format is uniquely designed to be concise yet informative. It is highlighted by an “at-a-glance” Executive Summary which outlines each of the categories investigated and identifies the status in terms such as “clear,” “variant,” or “adverse.”  The details are then presented in clearly delineated sections, comparing subject-supplied information to source-reported information and combining results of specific category-related questions with investigator comments.  The Executive Summary allows clients to quickly and efficiently adjudicate background check results.   

How long does a background check take?

CSI’s commitment is to provide the most thorough, current, and accurate information in the fastest turnaround time possible, with confidentiality and strict adherence to regulations always a priority.  Certain search components are available immediately, where others require more processing time, such as court criminal record searches.  Complete background checks are generally completed within three (3) business days.   

How do I confirm that CSI has received the background check request?

By checking the “Status Report” tab on the CSI website, you will find a report of all in-house requests including request date and pending status.  Non-web delivery clients will receive a Status Report via their requested delivery method.

How will I be notified when a background check is complete?

Web Delivery:  CSI will automatically send an email to the designated representative when background check information has been posted to our secure website for review.   Username and password are required to access the web report.

Email Delivery:  CSI will automatically send an encrypted email to the designated representative with the completed background check.  A password is  required to access the report. 

Fax Delivery:  CSI will automatically send a fax to the designated confidential fax number with the completed background check.  A dedicated, confidential fax number is required.    

Why can’t I view the report?

Reports will display in a new window in Adobe PDF format. Pop-up blockers will need to be disabled to view reports. If you have disabled your pop-up blocker and are still having trouble, please contact support@creativeservices.com.

How do I know consumer information is safe?

In addition to complying with federal data profection and privacy laws and federal regulations including the Fair Credit Reporting Act (FCRA), CSI complies with state regulations governing data protection including the Massachusetts Data Security Law, 201 CMR 17.00, which sets the most stringent standard for the protection of personal information in the United States. CSI’s privacy policy is accessible. See Privacy Policy.

What are CSI’s retention and disposal policies for sensitive records?

CSI has developed a Document Retention Policy whereby Sensitive Records are securely retained for a period necessary to comply with federal law and state statutes, to respond to audit requests by clients and other authorized entities, and to fulfill Fair Credit Reporting Act (FCRA) disclosure requests by individual consumers. Hard copy files are stored in a highly secure, temperature controlled, fire protected, alarmed and locked facility. Electronic copies are archived in an encrypted database. Upon expiration of the time period set forth in the Document Retention Policy, sensitive records are disposed of in accordance with regulations defined by the Federal Trade Commission(FTC) regarding the disposal of consumer report information and records including Fair and Accurate Credit Transaction Act (FACTA) Destruction Guidelines and state laws.

What if there is an inaccuracy in the report?

In accordance with federal regulations, CSI will promptly initiate a re-investigation at no cost to the client or consumer. Results of reinvestigations will be directed to the authorized representative as well as the consumer.  In accordance with the Federal Fair Credit Reporting Act (FCRA), all consumer accuracy disputes should be directed to CSI’s Compliance Department.

Creative Services, Inc.
Compliance Department
64 Pratt Street
Mansfield, Massachusetts 02048
(800) 536-0093

What do I do if there is adverse information contained within the report?

The Federal Fair Credit Reporting Act (FCRA) requires pre-adverse notice prior to adverse action.  Please visit the Federal Trade Commission’s website for more information on obligations under the FCRA.

What if I am regulated by a state and/or federal agency and need to comply with these regulations?

There are specific requirements for employee screening in select industries regulated by such federal government agencies as the Department of Defense (DOD), the Department of Transportation (DOT), the Drug Enforcement Administration (DEA), the Federal Aviation Administration (FAA), the Nuclear Regulatory Commission (NRC), and the Securities Exchange Commission (SEC), encompassing positions in transportation, healthcare, education, financial services and the nuclear industry among many others.  Screening typically includes a combination of specified background screening components alone or in conjunction with specialized background screening components, which may require explicit access authorization.  CSI specializes in and is nationally and internationally recognized for its excellence in servicing industries regulated by strict federal and state guidelines.  Please contact CSI at support@creativeservices.com or toll free at (800) 227-0002 and ask to speak with the Client Services Department for assistance in developing a regulatory compliant screening program.

I’ve read through all the FAQ’s and I still have questions. What should I do?

Please contact CSI at support@creativeservices.com or toll free at (800) 227-0002 and ask to speak with the Client Services Department.