The Learning Exchange FAQs

I just added a new employee to AMS. Why can’t I find them in The Learning Exchange?

It usually takes 24 hours for an employee to be added to The Learning Exchange. If 24 hours have passed and they are not in The Learning Exchange, double check a few details:

If you have completed the above steps and this does not resolve the issue, please ask your Agency Administrator to email the Resource Center at resourcecenter@bbbsa.org.

I have tried searching for a parent/volunteer/employee but cannot find them under “Manage Employee Learning,” Global Search, or User Search. Where did they go?

After an employee has not logged in to The Learning Exchange for one year their account becomes Inactive. For volunteers and parents, it is 90 days. In order to access their record, your Agency Administrator Must Use The User Search (ADMIN>USERS) and Search Inactive Users.

  1. They should find the missing employee in this list.
  2. They will need to edit the record and change the User’s Active Status from Inactive to Active.

We have an employee/volunteer/parent who cannot sign in to The Learning Exchange, though they have used the system before. What is wrong?

For Volunteers and Parents:

  1. Please make sure your parent/volunteer is signing on using the correct Username and password.
  2. If a parent/volunteer has forgotten their password, they can click Forgot Password and a password reset email will be sent to them.
  3. If the email is not received, their record is likely Inactive. After a parent/volunteer has not logged in to The Learning Exchange for 90 days, their account becomes Inactive. Your Agency Administrator must set their User Record to Active. See the instructions listed above.

For Employees:

  1. Confirm that your employee is logging in through BBBS Connect. They should go here and Click Here to Log In
  2. Please make sure your employee is signing on using the correct Username and password.
  3. If an employee has forgotten their password, this must be reset in AMS. Your AMS Administrator must submit the reset request to the Resource Center at resourcecenter@bbbsa.org.
  4. If the issue is not their username/password or if the reset password does not work, their record is likely Inactive. After an employee has not logged in to The Learning Exchange for one year, their account becomes Inactive. Your Agency Administrator must set their User Record to Active. See instructions above.

My volunteer/parent has forgotten their password! They clicked the “Forgot Password” link and nothing happened. How can they log-in without a password?

As you probably suspect, they can’t!

My employee has forgotten their password! They clicked the “Forgot Password” link and nothing happened. How can they log-in without a password?

As you probably suspect, they can’t!

I am in The Learning Exchange, ready to take a course. I click “Launch” and nothing happens! What is wrong?

It is highly likely your pop-up blockers is enabled. While this is a great security measure in most cases, you will need to change your settings and allow pop-ups on the site.

  1. Click the pop-up blocker icon
  2. Click “Always allow pop-ups and redirects from https://bbbs.csod.com"
  3. Click Done
  4. Refresh your page and the training will launch!

I have completed a course, but The Learning Exchange is not marking it “Complete.” Do I need to take it over?

No! Sometimes our courses do not automatically update as a completed course. If this is happening to you, please contact your Agency Administrator. They can assess if the course is complete and, if so, can manually mark the course as “Complete.” If you are an Agency Administrator and need additional instructions on how to do this, please see instructions here.

I am trying to take Fundamentals of Youth Protection and the course is not working properly. What is wrong?

Unlike all of our other courses in The Learning Exchange, Fundamentals of Youth Protection must be viewed using Internet Explorer to experience best results. If you are not using Internet Explorer as your browser, please do so. If you are, please make sure your pop-up blockers are turned off and you have Flash installed and allowed in the browser (see instructions above).

  1. In The Learning Exchange, search for Fundamentals of Youth Protection.
  2. On the Training Details Page for Fundamentals of Youth Protection, click Request.
  3. On the pop-up, click yes that would you would like to register/request this training again.
  4. On the Transcript page, for Fundamentals of Youth Protection, click Launch.
  5. Complete the course.
  6. Once the course is complete, the most recent completion date will display on your transcript.

If you are retaking for annual certification requirement, to receive credit on your transcript for taking this training annually, you need to re-register for the course rather than simply re-launching the course again.

I want my volunteer to take the online Volunteer Pre-match Training for Bigs in The Learning Exchange. How can I make this happen?

You will add your volunteer to The Learning Exchange using Matchforce.

  1. Log in to Matchforce.
  2. Click the Contacts tab.
  3. Search for or add a new Contact.
  4. On the Contact’s page, click Training.
  5. In the Pre-Match Training Details section, select the TLE Manual Registration checkbox.
  6. Click Save.
  7. The volunteer user account is created in The Learning Exchange. Please allow 24 hours for the account to be active.
  8. The Learning Exchange Automatically does two things:
    • Sends the new volunteer a Welcome Email with login instructions.
    • Registers them for the online Volunteer Pre-Match Training for Bigs If you use the online Volunteer Pre-Match Training for Bigs, you do not need to create an additional learning assignment for them in The Learning Exchange.

Emails from The Learning Exchange can sometimes get sent to Spam/Junk or get stopped in quarantine, depending on the school or company’s protocol. If the volunteer does not receive instructions via email, first ask them to check their Spam/Junk folder. If it is not there, login instructions can be found here.

I want my volunteer to take a training in The Learning Exchange, but not The Volunteer Pre-match Training. How can I add them to The Learning Exchange?

You will add your volunteer to The Learning Exchange using Matchforce. See instructions above. Within 24 hours, the volunteer will be added to The Learning Exchange and they will be automatically assigned the Volunteer Pre-match Training. They will receive an email with login instructions and instructions for how to proceed based on whether they are a new or current volunteer (see email here). Once their record is created in The Learning Exchange, their Contact Owner can assign additional trainings. See instructions for assigning a training here. Be sure to communicate training expectations with your volunteer.

How do I add a parent / guardian to The Learning Exchange?

Agencies may choose to create an account in The Learning Exchange for a parent/guardian contact through Matchforce. To create an account through Matchforce, complete the following steps:

  1. Click the Contacts tab.
  2. Search for or add a new Contact.
  3. On the contact’s page, click Training.
  4. In the Pre-Match Training details section, select the TLE Manual Registration checkbox.
  5. Click Save.

Make sure the parent/guardian contact has a valid email address entered. If not, their account will not be created in The Learning Exchange.

Once added to The Learning Exchange, the Guardian will be assigned “Your Child’s Personal Safety.” They will also receive a welcome email within 24 hours of being added to The Learning Exchange. Based on their email account settings, this may be sent to Spam/Junk. Some email accounts may quarantine the email. If the parent/guardian does not receive the email, you can send them an individual email with log-in instructions.

    To log in to The Learning Exchange for the first time, guardians:

  1. Visit https://bbbs.csod.com.
  2. Enter their Username (which is the email address you entered for the guardian in Matchforce).
  3. Enter the temporary password: Bbbs123
  4. They will be asked to create a new password.
  5. Once they have created the new password, click “Submit”.

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