References can provide valuable insight into candidates. For example, an employment reference may indicate how well your candidate handles stress. A tenancy reference may indicate whether or not your candidate will be considerate toward neighbours and the property. With Certn, you can create a custom set of reference questions to help you gain such insights. You use your set of reference questions when you request a digital or phone reference check. 

Create a template

To create a set of reference questions, you start by creating a reference template:

1. In your Certn dashboard, select the User menu  > Settings. 
2. On the team in which you want to create reference questions, select Team Settings.
3. On the Team Settings page, select the References tab. The Reference Templates page opens and displays a list of any existing reference templates.
   

   Note for Property Manager (PM) users:  You can access two lists of reference templates: a tenancy list and an employer list. Before proceeding, use the drop-down list to choose the list to which you want to add a set of reference questions.

   

4. To create a new reference template, select Add Template.
5. In the Template Name field, enter a unique name for this reference template.
6. Select Save to save your progress. 

You're now ready to begin customizing questions in the template.

Customize the questions

After creating and naming your new template, it will look similar to the following: 

Your new template contains a set of editable default questions. You can select Add Question to add another question or Delete to remove a question. 

For each question on your template, review the following fields, and change their values if needed: 

1. Required: Select this check box to make a question required. Otherwise, it can be skipped. 
2. Type: Select a question type from this drop-down list. Based on the type you select, additional fields to complete may appear below the Question Text field. 
3. Question Text: Enter a question to ask the person giving the reference. Questions can contain custom variables like {{ first_name }} that must be written in a specific way to work. Also, some questions must be phrased in a specific way, based on their question type, to enable our system to assign an appropriate score (Cleared or Review) to the report you receive. Refer to these sections to learn how to write questions that meet these requirements: 
   • Using custom variables
   • Writing for each question type

After you review all questions and make any updates you want, select Save to save the template.

Using custom variables

When you invite your candidate to begin a reference check, they are asked to provide information such as their first name, last name, and their employer. In the reference questions you write, you can include matching custom variables, such as {{ first_name }}, {{ last_name }}, and {{ company_name }}. Before your candidate's reference receives your reference questions, our platform replaces any custom variables in your questions with the matching information your candidate provided.

Example:

Your candidate provided the following information:

First Name: Salikha
Last Name: Ismailova
Company Name: Certn

You wrote the following question text:

What was {{ first_name }} {{ last_name }}'s most recent position at {{ company_name }}?

Your candidate's reference sees the following question: 

What was Salikha Ismailova's most recent position at Certn?

Here is a list of all possible variables:

• first_name: candidate’s first name
• last_name: candidate’s last name
• start_date: candidate’s start date (employer reference) or move-in date (tenancy reference)
• end_date: candidate’s end date (employer reference) or move-out date (tenancy reference)
• company_name: company where the candidate worked with the employment reference
• position: candidate’s employment position title
• address: candidate’s address (allowed for property managers)
• team_name: your team name with Certn

Reference questions can also include logic, as represented by the bold text in this example question:

Example:

Did {{ first_name }} work at {{ company_name }} from {{ start_date }}{% if end_date %} to {{ end_date }}{% endif %}?

The logic in this example causes the text between {% if end_date %} and {% endif %} to appear only if a condition is met. In this case, an end date must exist for that text to appear. For each instance of employment or tenancy, candidates provide start and end dates, except where the employment or tenancy is current. In that case, only a start date is required. The logic used in this question helps to ensure that questions asked of this candidate's references make sense, regardless of whether the reference is related to the candidate's current employment or past employment. 

Example:

If the candidate provides information about current employment, they do not have to provide an end date, so the related reference sees this: 

Did Salikha work at Certn from 2020-10-25?

If the candidate provides information about past employment, they do have to provide an employment end date, so the related reference sees this: 

Did Salikha work at Certn from 2020-10-25 to 2021-10-25?

Writing for each question type

There are five question types: True/False, Yes/No, Multiple Choice, Long Answer, and Numeric Range (1-10). Most question types require that you phrase your question in a specific way so that our system assigns an appropriate score (Cleared or Review) to the report you receive. Also, some questions require you to complete additional fields. 

True/False

Our system scores "True" as the correct (positive) response. Write True/False questions so that the response "True" conveys something positive about your candidate. 

Write this: Did {{ first_name }} {{ last_name }} work well with others?

Not this: Did {{ first_name }}{{ last_name }} have a hard time working with others?

Yes/No

Our system scores "Yes" as the correct (positive) response. Write Yes/No questions so that the response "Yes" conveys something positive about your candidate. 

Write this: Was {{ first_name }} {{ last_name }} punctual and reliable?

Not this: Was {{ first_name }} {{ last_name }} often late or absent?

Multiple Choice

When you select the Multiple Choice question type, additional fields appear for you to complete:

• Multiple Choice Options: Use these fields to add multiple choice options. Ensure that at least one option is correct. You can use custom variables, like {{ position }}, in the options you write.
• Multiple Choice Correct Option: Select the correct option from this drop-down list.  

Long Answer

There are no phrasing requirements or extra fields to complete when you use this question type. A common use of this question type is to allow references to provide additional comments.

Numeric Range

Our system scores "10" as the best (most positive) response. Write numeric range questions so that the response "10" is the most positive response. 

Write this: How well did {{ first_name }} {{ last_name }} get along with peers (1 not at all, 10 very much so)?

Set defaults for reference checks

Optionally, before you issue a reference check on a candidate, you can set some default values related to reference checks in your Team Settings: 

1. In your Certn dashboard, select the User menu  > Settings. 
2. On the team in which you want to create reference questions, select Team Settings.
3. On the Team Settings page, select the Applications tab.

On this tab, you can find various settings related to reference checks, including the following:

• Default settings for the number of years of address and employment history required, or the number of employer or landlord references required
• Contact requirements for each reference (email, phone number, or both)
• Expiration settings for unresponsive candidates and references

Use your set of reference questions

After you create, customize, and save a reference template, you can use it to screen a candidate:

1. From your Certn dashboard, select Screen an Applicant.
2. Select an employment or tenancy reference check.
3. Select your template from the Reference template drop-down list.
   
4. Complete the remaining fields to determine how many references your candidate must provide. You can set a numerical range or choose a number of years prior to the application date to cover.
5. Select Add to Order, and then proceed as usual when issuing checks. 

When you send the application, your candidate receives an email containing an application link. In the application, they enter the required information, including information about their references. 

After the candidate submits their application, one of the following outcomes occurs, depending on whether you requested a digital or phone reference: 

• Digital reference: A unique link is emailed to the candidate's references. Each reference completes your set of reference questions and submits their answers.
• Phone reference: Our in-house Verifications Specialists are notified of the request to reach out and complete your set of reference questions with the reference.

When the check is complete, you can view the report in your Certn dashboard. On the report, you can review a reference's answers to your set of questions.