California Division of

Verification Rules

• • Always verify the caller first before making any updates, resending cards, or taking payments.

  • Acceptable verification: Name + Date of Birth.

Invalid Application ID

• • Valid only if status = Processing.

  • Invalid statuses & what to do:

    • • Rejected → Closed. Guest must reapply.

      • Issued / Print Processing → Application approved. No further action required.

      • Refunded → Payment returned. Guest must reapply.

      • Draft → Incomplete. Guest must log in and complete.

• • • Applications older than 12 months → Closed. Guest must reapply.

    • Common error: guest uses O instead of 0.

    • Application IDs always start with “N” + 10 digits.

    • Applied after 9/18/25 → can log in to view ID/status.

    • Applied before 9/18/25 → cannot view ID/status in account.

    • If still invalid → Escalate to Boatercard@parks.ca.gov.

Application ID & Payment Clarification

• Once an application is submitted → an Application ID is generated.

• This ID links directly to the applicant’s record.

• When the applicant enters this ID into an online course, the course sends the completion certificate to that ID → application auto-approves.

• If emailing documents, guests should always include their Application ID to help DBW locate the record.

4. Click the Payment tab.

5. Select New.

6. System opens the Payment Portal.

👉 Coaching Prompt: If the guest is on the call while you create or edit their application, walk them through each step and complete payment live. This avoids repeat calls and closes the loop on the first contact.

Account Not Found

• Old system (before 9/18/25) → no logins existed.

• New system (post-9/18/25) → login required.

• Guests who applied before 9/18/25:

  • • Can create login, but only for replacement applications.

• Guests often confuse the application site with the course site.

  • • Californiaboatercard.com = card application only.

    • Courses = separate (16 providers). Courses Link.

• Common confusion: “I already paid for the card.”

  • • Reality: They only paid the Course Provider. Must still pay $11 Boater Card Fee (as of 9/18/25).

Duplicate Payment Prompts

• • Fee = $10 before 9/18/25, $11 after.

  • Guests should not pay again unless:

    1. • Application rejected (>12 months old).

       • Guest is reapplying after rejection.

  • Apps must be completed within 12 months or they will auto-close.

No Confirmation on File

Some guests complete their course but receive emails saying no record of education / account shows incomplete.

• Possible causes:

  • 1. • Database outage (9/15–9/19/25): Certificates weren’t received.

       • API glitch: Rare, but sometimes course providers’ certificates don’t pass through electronically.

• Resolution:

  • 1. • Ask guest to email certificate to Boatercard@parks.ca.gov.

       • DBW team will review/approve.

• Reminder: Education reminder emails are sent every two weeks until app moves out of “Processing.”

👉 Coaching Prompt: Instead of just saying “Email your certificate,” explain what to send (full certificate PDF/scan) and where (Boatercard@parks.ca.gov).

Verification Challenges

Guests often ask: “Why can’t you confirm receipt automatically?”

• Explanation:

  • 1. • Most course providers submit certificates electronically (auto-match to Application ID).

       • Some providers (DBW, USCG Aux, U.S. Power Squadrons, US Sailing / Powerboating) do not send certificates electronically.

       • In those cases, guest must submit their certificate manually.

Once certificate is matched:

• • 1. • Application is auto-approved.

       • Guest receives Temporary Card via email (valid for 90 days).

       • Permanent card is then printed and mailed.

• Response time: 3–5 business days from Boatercard@parks.ca.gov.

👉 Coaching Prompt: Acknowledge guest frustration and set expectations: “I know it feels like extra work, but some providers don’t send results electronically. Once you email it in, they’ll review within 3–5 business days.”

Conflicting Messaging (No further action required. Account Marked Incomplete)

Some guests receive:

• • 1. • A completion letter from their provider saying “No further action required.”

       • A reminder email from the system saying “Education incomplete.”

Cause: Blackout period (9/15–9/19/25) when system was down.

Resolution:

• • 1. • 1. • If account is still incomplete, advise guest to email their certificate for manual review.

            • After review, system will update and temp card will be issued.

Requesting Test Materials

• • Guests email BoatingSafetyCourse@parks.ca.gov to request a paper exam.

  • Response time: 5–7 business days.

  • During boating season, delays may occur.

After Request is Approved

• • Exam mailed out: Within 1–2 business days after reply from BoatingSafetyCourse@parks.ca.gov.

  • Exam return & grading: Guest mails exam back. Results processed within 2–4 weeks.

  • If results pass, they will be applied to guest’s Application ID → triggers approval → temp card emailed.

👉 Coaching Prompt: If guest is anxious about delays, remind them: “Once you send the exam back, results are usually ready within 2–4 weeks. If it’s been longer, we can escalate.”

Customer Workflow (End-to-End View)

Guests sometimes don’t understand the full process. Here’s the flow:

1. • 1. 1. Guest applies at californiaboatercard.com/applynow.

        2. Creates login, submits application, pays fee.

        3. Completes an approved boating safety course.

        4. Course completion certificate sent:

           1. • Auto-send (most providers): Certificate tied to Application ID → triggers approval.

              • Manual (some providers): Guest must email certificate to Boatercard@parks.ca.gov.

        5. Application approved.

        6. Guest receives Temporary Card by email.

        7. Permanent card mailed (arrives within 30 days).
           
           

👉 Coaching Prompt: Don’t just solve the issue — orient the guest in the process. For example: “You’ve finished the course, but because your provider doesn’t auto-send results, you’ll need to email us your certificate before we can approve your application.”

Why Proof Is Sometimes Needed

Guests ask: “If I have a certificate and an ID, why do I need to email proof?”

• • • • • Most courses auto-send results to Application ID.

        • Some courses are not built just for California — they issue certificates for other purposes, so results aren’t always sent to DBW.

    • Special case: Division of Boating and Waterways course

      • • Guest must include Application ID on a separate sheet with their exam.

        • Without it, results can’t be matched to the right application.
          
          

👉 Coaching Prompt: Always set expectations clearly: “Some providers send us certificates automatically, but if yours doesn’t, you’ll just need to email it in. Once received, it’s reviewed in 3–5 business days.”

What’s Happening

Guests often think this is a general boating helpline.

• • • Calls outside our scope include: DMV vehicle registration, fishing licenses, and other boating programs.

Our number is listed on:

• • • • • • Boater Card website

          • Division of Boating & Waterways site

          • Department of Parks & Rec site

          • Temporary Boater Card

          • Some course provider sites
            
            

👉 Coaching Prompt: Always remind guests: “This phone line is only for the California Boater Card program. For other services, you’ll need to contact the appropriate agency directly by checking the official website or your documents for the right number.”

Escalation Contacts

For certificate processing issues or unanswered emails:

• • • • David.Klosinski@parks.ca.gov

      • Evan.Becker@parks.ca.gov