Candidate Support
If you need help or have questions about your background check, please contact our candidate support team using the information below.
Email: candidateconnect@otes.com
Phone: 888.222.0667
Candidate FAQs
Here are answers to commonly asked questions.
Before Your Background Check
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How do I complete my address history?
Input all your addresses for the past seven years, including the day, month, and year at each address. Make sure dates do not overlap.
Tip: If you’re having trouble entering your address history on your mobile device, try using the Chrome browser on your computer.
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What if I cannot remember my address history?
Do the best you can. Our system also allows you to select "no address history" if you need to.
Tip: Keep a document on file with all your previous addresses and the dates so you always have the information handy.
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What if I have an international address?
Our system allows you to select the country the address is in. Mark N/A for fields that are not related to your international address.
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How do I complete my Employment History?
Input the start and end dates at each company (day, month, and year). Check box if you were employed as a contractor or through a staffing agency. Enter the company name, phone number, address of your previous employer and your title/position, and name used.
Tip: Make sure dates don’t overlap and include all gaps in employment in chronological order. Using the Chrome browser on a computer may make it easier to input information.
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How do I completing specialized authorization forms (DOT/FMCSA, International, etc.)?
Please print and physically sign and date the forms. You can return completed forms by uploading a picture into the candidate portal, via email or fax (877-712-9175).
During Your Background Check
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I forgot to include an employer, school, etc. How do I update this information?
Via CandidateConnect® or email it to candidateconnect@otes.com.
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How do I update my personal information? (DOB, SSN, Name, etc.)
Please contact us via phone: 888.222.0667 to update any personal information. We do not encourage sending any personal information via email.
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What kind of documentation do I need to provide for Employment and/or Education Verification?
This is determined by your prospective/current/future employer's policy. There is a drop-down in the candidate portal that lists acceptable forms of documentation.
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How do I provide additional documentation?
You can take a photo with your phone and upload the attachment to CandidateConnect® or email it to candidateconnect@otes.com.
Drug Testing/Special Requests
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How do I change my clinic location?
Please contact the Orange Tree Client Experience Team via email or phone: 888.222.0667 for help in changing clinic locations.
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How do I extend my drug test window?
Orange Tree requires authorization from your prospective/current employer to extend or re-register drug tests. Please reach out to your contact for additional help.
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How do I complete the FMCSA/DOT Release forms?
Please print forms and hand-sign them. You can email or upload a picture of the completed forms via the portal.
Download the instructions for completing and sending from to Orange Tree.
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My previous employer or school is no longer in business or closed, do I still list them?
Provide as much information as possible. Your employer may accept documentation, please prepare them in the event we request them.
After Your Background Check
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My screening is complete. How do I know if I’ve been hired?
Orange Tree does not aid or assist in the hiring process. Please contact your prospective/current employer.
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What is an Adverse Action Letter?
An adverse action letter is a written notice required by federal law, delivered in hard copy or electronic form, which informs a job candidate that they may not be hired for a particular position because of the findings in a background check.
There are 2 steps in the Adverse Action Process:
1. Notice of Pre-Adverse Action
2. Notice of Final Adverse Action -
How do I get a copy of my final report?
You will automatically receive a copy of your background report once it is complete. You can access the electronic copy in CandidateConnect® for 30 days. You can also call or email us if you need another copy mailed to you.
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How do I provide a Letter of Explanation for the records found in my screening?
Via email. We will attach the letter to your background report and let your prospective/current employer know it's available for them to review.
