Frequently Asked Questions

Logging In
Audio and Video Issues
Printing CARES and essentiALZ Certificates
Group Training
Continuing Education

State Dementia Training Recommendations

Watch the "How To" videos to see how easy it is to get trained and track staff compliance!


1. Can I place an order over the phone?

Answer: Yes. Please call our sales office at (952) 928-7722. We will be happy to assist you. Our regular business hours are 9:00 a.m. to 4:30 p.m. (Central Time), Monday through Friday.

2. Can I pay by check?

Answer: Yes. Simply select "Pay by Check" when placing your order, print a copy of your invoice, and mail it in with your check. Access to your training program will become available when the check is received and processed in our offices, at which time you will be sent an e-mail message. For immediate access to a training program, you will need to pay by credit card.

3. My facility requires vendor set-up before purchasing a program. How do I get information for that?

Answer: Please contact us, and a sales representative will contact you shortly.

4. How do I get a Form W9 or DUNS Number for HealthCare Interactive?

Answer: You may download Form W9 at Our Dunn & Bradstreet D-U-N-S® Number is 0902028750000. Our NAICS industry codes are 334611, 541511, 611420. Our SIC industry codes are 7371 and 7372.

Logging In

1. How do I log in and use one of the HealthCare Interactive (CARES®) training programs?

Answer: Go to, and enter your "Product Key." Instructions on how to activate your Product Key are located on the receipt that was e-mailed to you when you purchased your training program.

Watch this short video to see how to log in and get trained:

Get Trained with CARES

2. How do I log in and use my "administrative tracking" report?

Answer: Go to, and log in to your administrative account with the user name and password you set up when you purchased your training program.

Watch this short video to see how to track staff compliance:

Use the Admin Portal

3. What do I do if I enter a "continuous loop" during the log-in process?

Answer: Some customers report issues with Internet Explorer causing a continuous loop during the log-in process. We recommend using Google Chrome as your browser while completing the CARES® training. Google Chrome will also automatically update your Adobe® Flash® Player regularly.

You can download Google Chrome for free at If you wish to continue using your current browser and are experiencing technical issues, try updating your Flash Player at and re-starting your computer. If you work at a facility, you may need to contact your technical support or Information Technology (IT) department to do this.

If you are still experiencing issues after trying these suggestions, please contact us.

Audio and Video Issues

1. Why won’t my audio play?

Answer: Most of the time, this is a simple fix:

  • Make sure your speakers are turned on.
  • Make sure the volume control on your computer is set high enough.
    (Double-click the speaker or audio icon on your desktop menu bar, and adjust the volume. Or access your control panel, select the "Sound" category, and adjust the volume for your computer system.)
  • Make sure your speaker is not on "mute." If your mute option is turned on, a red line will usually appear across your speaker or audio icon. Simply click it, and de-select the mute option.
  • Test your computer sound by going to another website (like You Tube or CNN) to see if you can hear audio on a non-HealthCare Interactive site.
  • From within one of our training programs, roll your cursor over the speaker icon to make sure the volume on the product is set high enough.
  • In case your audio settings were accidentally changed, shut down and restart your computer. This can often reset your audio settings.

2. How do I turn off the narrator within a CARES® training program?

Answer: If you prefer not to hear the narrator within one of our training programs, you can do one of the following:

  • Turn off your computer speakers.
  • On the bottom bar of most of our programs, look for a "Read To Me" button. Click on it, and turn the narrator off.
  • In case your audio settings were accidentally changed, shut down and restart your computer, which may reset them.

3. Why won’t my video clips play?

Answer: Video issues usually happen for one of the following reasons.

  • You do not have Adobe® Flash® Player installed. Please install the latest free version at To view a list of Flash Player certified devices, please visit
  • Your facility or organization blocks online audio (.MP3 format), video (.MP4 format) or Flash video files (.FLV format). Please check with your IT (Information Technology) department. If you are blocking .MP3, .MP4, or .FLV files, an administrative request may have to be made to specifically allow files from the " server."
  • Your firewall is blocking online videos, audio (.MP3), or Flash video files. Please check your settings, or check with your IT department.

4. Why does my video stop and start...or play in a “choppy” way?

Answer: Some of our customers experience "choppy" videos. This usually happens for one of only a few reasons.

  • You are not on a high-speed connection (DSL/Cable/T1/T3) to the Internet.
    Our programs are video based and require a high-speed Internet connection. If you "dial in" or reconnect to the Internet each time you use it, you may have a dial-up connection. A dial-up connection will cause video to appear “choppy.”
  • There are too many people using the Internet from your network.
    If you work for an organization with many computer users, or if you are accessing the CARES® program from a coffee shop or other location with many users, there may be too much network traffic to handle the videos in our programs. As a test, try logging on in the early morning or late evening to see if you experience similar issues.

Remember: You can always access our training programs from any computer with a high-speed Internet connection. So, if you are having trouble accessing the video clips within our program, try a different computer—at the library, a friend or relative’s house, at work, or at school.

Printing CARES® and essentiALZ® Certificates

1. Why can’t I print my CARES training completion certificate?

Answer: To print your certificate of completion, you must view every screen in every module of the program. You must also spend a minimum amount of time in each module reading or listening to the text, viewing all videos, and completing all activities. Doing so will also increase your ability to pass the Alzheimer's Association® essentiALZ® certification exam.

To see your progress, simply click the "View Course Progress" button on the Main Menu of the online training program you are completing.

  • A green check mark means you have completed both requirements for the designated module.
  • A red X means you have not viewed each screen in the designated module and/or have not spent enough time in the module. [Number of screens completed and time spent in the module, as well as minimum time required to spend in the module, are all noted in the progress report.] Go back to any modules with a red X and remedy the deficiencies (i.e.,view more screens and/or spend more time in the module) until you have all green check marks.

2. My computer is not hooked up to a printer, but I completed all of the modules. How do I print my training completion certificate?

Answer: Don’t worry. Your course progress has been saved and won’t be lost by changing computers. Simply log in to the CARES program again on a computer that has Internet access and is connected to a printer. (Use the same Product Key you used to access the program on the first computer.) When you get to the Main Menu of the training program, click the Print Completion Certificate button.

3. My CARES subscription has expired, so how can I print or reprint my CARES completion certificate?

Answer: You can still print certificates. Simply log in to your “My Account” page by going to and entering the user name and password you used to set up your account and make your CARES purchase. When you get to your “My Account” page, scroll down to the desired program's purchase bar and click on the “View Report” link to pull up your name (or the list of staff who have logged in to CARES, which you can sort to show only those who have completed the program if your purpose is to print or reprint a certificate). At the bottom of your—or each person’s—listing is a “Print Certificate” button. This will allow you to print or reprint the training completion certificate for that CARES® program.

4. How do I print or reprint my essentiALZ® certificate?

Answer: If you have already taken and passed a certification exam and want to print or reprint your essentiALZ® certificate, just go to and click on the "Print a Certificate" button for instructions.

Group Training

I am an administrator. Can I use a CARES® training program in a group session and keep accurate records of group sessions?

Answer: Yes, our blended training feature is now available. You can now conduct group training sessions for individual modules or for the entire course. Use this feature to have staff members complete some modules individually and other modules in a group session. Follow the steps below in order to have a successful group training session.

1. Print our helpful group training sign-in form here. Have each employee fill out each field in its entirety. Once the group training session has been completed, you will need this information to print individual completion certificates. NOTE: Be sure each attendee uses a unique and personal e-mail address as this will pre-register them for their essentiALZ® exam in the Alzheimer’s Association database. They will need to access this e-mail account to set their password.

2. Follow these step-by-step instructions for group training to learn how to use CARES in a group session.

3. View the step-by-step instructions to print training certificates to learn how to print certificates for your group training participants.

Continuing Education

Can I get continuing education (CE) credit for any of your CARES® training programs?

Many professional caregivers have received CE credit for completing CARES training. Download our free CE self-submission packets to request credit toward meeting your state licensure requirements. Each set of materials comes with an instruction sheet and the standard documentation most state boards and agencies require to fulfill typical continuing education requirements for:

  • Activity professionals
  • Certified dietary managers and food service professionals
  • Certified nursing assistants (CNAs) and nursing aides
  • Facility administrators
  • Nurses (RNs and LPNs)
  • Occupational therapists
  • Physical therapists
  • Social workers
  • Dental healthcare workers
  • Home health aides/Personal care assistants

Continuing education credit is not guaranteed, even when pre-approved by a national organization. It is the individual's responsibility to provide the documentation and seek approval from their state board in order to maintain licensure.

For more information about the free CE self-submission packets, go to