Support


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Best Practices:

Make sure that you use Internet Explorer as your web browser for all courses, and always allow pop-ups. To search the page for information, try pressing “Ctrl+F” and type in the word you are looking for. 

FAQs for ARC LEADS

If you have a question, please see if the answer is listed below. If you cannot find it, please click Contact Us to email for additional support.

 Profiles and Accounts

I am new to ARC LEADS. How do I get a login for the learning site?
If you are accessing LEADS for the first time, please click Contact Us to send an email requesting your new Learner account. In your email, make sure to include your first name, last name, gender, work email address, job title and ARC country program. Once we verify your employment status, we will create your account and email you your login and password.  We aim to have your account set up within 3 working days.

I forgot my password, how can I reset it?
Visit the Courses page, and click Reset Password on the right. An email will be sent to you with a new password.

How can I change my password?
After logging in, click on the User Profile button on the top right (the icon of a person); choose the last tab, labeled Change Password. Note that the other tabs will give you options to change other personal settings.

How do I change my profile picture?
In the top, right side of your screen you will see the User Profile button (the icon of a person). Click on it and choose the second tab, labeled My Profile. Click Edit and then Upload Picture. Make sure to Save when you are done.

How do I log out?
In the top, right side of your screen you will a circle with a line at its top. Click on this to log out. You will remain logged in until you log out.

Courses

How do I enroll in a Learning course?
Once you are logged in, click on the Learning Center tab, you will then see a link to browse or search course. Click on the course you would like to register for. It will show an Enroll button that you can use to register for the course.

How long do the courses take?
This information is available for some courses but not all. When you click on the course, if the information is available, it will be shown on the enrollment page. Times vary from course to course, but all are flexible in that you can return to where you last left off and move at your own personal pace. Some courses provided will insist that you move at a certain pace, but all this information will be given to you when you open the course details.

How many courses can I enroll in?
We generally recommend you don’t enroll for more than two courses at a time. Once complete, you may register for more. Although most courses have no cost for you, ARC does have to pay for some courses, so we simply ask users to complete the courses they enroll in.

Why can’t I begin my class as soon as I enroll? How long will it take?
Your request is being forwarded to your ARC LEADS Liaison or Country Director for their approval. Once it is granted, your request will be processed and you will receive an email. This process generally takes between 2-5 business days.

How much do online courses cost?
The courses offered to ARC staff through ARC LEADS come at no cost to you.

Are there courses I can and can’t register for?
You can register for any course you like, but it must also be approved by your ARC LEADS Liaison or Country Director. The only courses which have additional requirements are those offered by eCornell. In order to be eligible to take an eCornell class, please note that you must have successfully taken and passed at least two other ARC LEADS classes first.

Most courses will be quickly approved, but an important part of training is accountability, and we strive to ensure your courses will be beneficial to both you and your work. We encourage you to discuss learning and development opportunities with your supervisor and to share what you learn!

Please note: At this time, Skillsoft courses are currently unavailable in Sudan and South Sudan. We are working to resolve this and hope that in the meantime those affected can find alternate courses to match their needs!

What are “Learning Programs?”
When you register for a learning program, you are essentially registering for multiple online courses with a single click.

Can I resume a course where I left off?
Many courses offer the option to save your location within a course and return to it later. If you wish to resume a course later on, click the Bookmark icon within a course and your current location will be saved. The next time you login and access that course, you will be returned to your bookmarked location.

Why does the course keep stating, “Loading, please wait,” but doesn’t load?
There are several reasons a course may not load. First, make sure your pop-up blocker is disabled. Next, make sure you do not close any of the pop-ups or navigate away from the Global Learning Portal. If the course still does not load, try to use a different web browser. The browser which is supported for the most classes is Internet Explorer. Finally, make sure you have the most up-to-date version of Java installed. If you continue to experience difficulty, click Contact Us to send an email to ARC LEADS support; we will try to help find a solution.

I finished my course. Why doesn’t it show as “complete?”
Some courses require that both the ARC LEADS platform and any pop-ups associated with the course to remain open while you work on it. This enables the pages to transfer data and information between the systems. Make sure when you are taking a course, you do not use any of these windows to navigate to other web pages or close these windows.

Why does nothing happen when I open a course I’ve enrolled in?
Most courses will open in an additional pop-up window. Make sure your pop-up blocker is disabled or set to allow pop-ups from ARC LEADS.

Certificates of Completion

I completed a class. When can I expect to receive my certificate of completion?
Learners who complete courses (or series*) are eligible to receive a Certificate of Completion sent from ARC Headquarters. Each month, we process certificates for all of the courses or series that were completed from the previous month. Certificates are sent with the next mailing or staff traveling from HQ. On average they take about 2 months to arrive, but can take longer if there are not mailings or staff coming to your location. If your course or series was completed over two months ago and you have not yet received a certificate please a) verify that your course shows as completed in your Learning Center under My Learning, and b) use the Contact Us link to send an inquiry about it. *Note: if the course that you completed is part of a series, you must complete all courses in this series before you are eligible for a certificate.