Need help getting a DBS check completed? We have put together some useful tips that may help you through the process

As the start of the season approaches, there is always an increase in the number of people applying for DBS checks. This can lead to delays as we try to deal with as many queries as we can, although in most cases the issue can be resolved by the club or individual without any need to contact the County FA.

In the first instance we suggest visiting the new Customer Support Microsite for FA DBS applications that First Advantage have created. This has an integrated 'Chat' service which will provide answers and during office hours, along with FAQs and videos which should help to resolve most common issues. The Safer Recruitment and DBS Checks section on The FA website also has a range of advice and information. 

Please ensure you have tried using these and following the advice below before getting in touch with us at Hertfordshire FA, as it may resolve your issue more quickly and leaves us to support those with more complex problems that do require our intervention.

Registering your club for DBS checks

The Club Welfare Officer (CWO) or key official should complete the The FA DBS New Club/Verifier Form as the first step for registering their club to be able to complete DBS checks. The completed form should then be emailed to faverifiers@fadv.com.

How to start a DBS

For coaches the process of getting a DBS check begins with your club. Clubs must add the individual as a DBS applicant on Club Portal so that the individual can then see the DBS tab on their own profile within Whole Game System (WGS).

Then when the individual enters the DBS tab in WGS, there will be a green ‘select’ button next to the club’s name. They need to click on this and it will send the email to the email address registered to their FAN with the link to First Advantage to start their DBS check.

If you need more information on how to do this within Club Portal for a new or existing officials, this link provides further guidance.

Email not received

If the individual hasn’t received the email, they need to check their junk/spam folder first and confirm the address registered on their FAN. If nothing is received, their Club Welfare Officer will need to login to First Advantage and go on Organisations tab. They will then be able to see their club and in the top right, the blue button ‘Organisation Actions’.

Click this and then ‘non-activated users’ this will then show you anyone who has had the email sent to them but hasn’t clicked on the link to start their process. You can then re-send the email to that individual and remind them to check their junk folder. If their name isn’t there, you will need to contact your County FA.

DBS in progress

Sometimes individuals will get a note on their WGS saying they have an application in progress. Their Club Welfare Officer can check on the First Advantage website first to see if they have an application in progress, if they do, the individual will need to log back in to FADV online and complete their application. Individuals must log in to First Advantage to finish their application rather than WGS.

If they don’t have an open application, you will need to contact the County FA and ask for their FAN to be cleared down. Please provide us with the full name and FAN so this can be done. Once completed, the individual will need to log back into WGS and click the green button again to initiate the email to First Advantage to start the process again. 

DBS not showing on WGS

An individual will always receive their DBS certificate, however this doesn’t mean that it has been accepted by The FA. It takes 14 days for a certificate to show on someone’s FAN. If the certificate is clear, it will go on to their FAN, however if it isn’t First Advantage will contact that individual (normally via email) and ask for them to send over their certificate, so they can make a decision.

If the individual doesn’t adhere to what First Advantage are asking they could be issued a suspension. If it has been over the 14 days and it still isn't showing, and they haven't been contacted by First Advantage, the Club Welfare Officer needs to contact them and explain that their certificate isn't showing on their FAN and can it manually be placed on.

They should call 0115 969 4618 to speak to one of the team and have the relevant details for the applicant including their FAN, date of birth, full name, postcode and the PIN used for their DBS. Explain they have had their certificate for over 14 days, but it still isn’t showing on their FAN in WGS, and ask First Advantage to manually place it on there.

Sometimes it can be down to a small detail, such as their address being on different lines in their FAN compared to on their DBS, but in such cases FADV can put it on their FAN, and it normally shows within the hour. If First Advantage state they can see it on the FAN but you as the CWO cannot, please contact your County FA as they will need to raise a ticket with FA IT.

Payment email not received

This has been happening occasionally that individuals after they have been verified aren’t receiving the payment email. It will depend on who has been set up to pay it, either the individual or the organisation. If it is the organisation, ask the Club Welfare Officer or Club Secretary as to whether they have received it or not. If this still doesn’t work contact your CFA and explain the situation for them to help resolve.

DBS check taking a while to go through

Some DBS checks take a while to be processed and are staying at Stage 4 (Police checks) for longer than usual. Unfortunately, we at the County FA cannot push these on. If they have been stuck for 60 days or more, please contact First Advantage and speak to them and ask them to chase the check on 0115 969 4618.

Verifying documents

Once an application has been completed, the applicants documents need to be verified in person by the Club Welfare Officer in the case of coaches, or by a County Verifier if you hold the role of CWO or Referee. All DBS checks for Open-Age football must be verified by a County Verifier. Those applicants requiring a County Verifier will be provided a list of them and their locations within the county as part of the application process. If you cannot get hold of one of these verifiers, please contact the CFA for help.

If you need to add or change verifiers to your club PIN, you should complete the The FA DBS New Club/Verifier Form and send it to faverifiers@fadv.com.

Other issues not listed above

If you are still having issues, then please call Gemma Chaffey, our Designated Safeguarding Manager on 07538 990836  or email safeguarding@hertfordshirefa.com.