CANS Training and Certification

CANS Training and Certification Exam FAQs

USERNAMES / PASSWORDS / LOGINS

• I forgot my username and/or password.
• I cannot answer the security question associated with my login.
• I no longer work for the agency listed on my account. How do I update my information?
• Should I create a new account if I forget my login information or change agencies?
• I work for two agencies. Do I need two CANS accounts?

ACCESSING ACCOUNT

• I have not received my Virtual Gateway login.
• I was certified long ago and want to recertify, but I don’t remember my login, email, or username.
• I cannot find my certification key.

CREATING MY ACCOUNT

• What should I enter under “Organization” if I am not currently a practicing clinician?
• I entered incorrect information when creating my account.
• I accidentally created two accounts because I forgot my old login.
• I am located out of state but work for an agency serving youth in Massachusetts. How do I get certified?

VIRTUAL GATEWAY

• I am having trouble accessing the Virtual Gateway to enter client information. I have my certification key.
• My name has changed. How do I update it in the Virtual Gateway?

CANS CERTIFICATION TEST

• Why don’t I need to retest for recertification anymore?
• I failed my exam. What should I do?
• How do I get CEs for the CANS certification training?

NEW CANS

• What is the timeline for the new version of the CANS?
• Who can answer questions about the content of the new CANS assessment?
• How do I set up CANS in the new eCAS system?
• Will there be a paper version of the CANS?
• I need help with the eCAS Wellsky Training.

 

USERNAMES / PASSWORDS / LOGINS

• I forgot my username and/or password.

Below are the steps to recover your CANS Training username or reset your password.
Please note we cannot view passwords.

If you forgot your username:

• Select “Forgot Username” on the login page.
• Enter your email address and last name.
• Click Submit.
• Answer the security question when prompted.
Your username will be emailed to the address currently listed in your MassCANS Training record.

If you forgot your password:

• Select “Forgot Password” on the login page.
• Enter your username and click Submit.
• Answer the security question.
• Create and confirm your new password, then click Submit.

If you cannot answer the security question, select “Reset Password.”
You will receive an email with instructions to create a new password and will then be returned to the MassCANS Training homepage.

• I cannot answer the security question associated with my login.

Select the “Reset Password” option.
You will receive an email with instructions to create a new password and will then return to the MassCANS Training homepage.

• I no longer work for the agency listed on my account. How do I update my information?

If you need to update your agency affiliation, please contact us (MassCans@umassmed.edu).
For other changes, use the “Edit Profile” button in your account.

• Should I create a new account if I forget my login information or change agencies?

No. Previously certified clinicians should not create a new CANS Training account.
Multiple accounts create multiple certification keys, which can cause issues in the Virtual Gateway.
Each user should have:

• One CANS Training account
• One certification key attached to their name, not their agency

If you are having trouble with your certification key, try entering it into the Virtual Gateway again, it often works on the second attempt.
For password help, see the “password reset” information above.

• I work for two agencies. Do I need two CANS accounts?

No. Even if you work for multiple agencies, you should maintain one CANS Training account and one certification key.
Your certification key is tied to your name, not your employer.

 

ACCESSING ACCOUNT

• I have not received my Virtual Gateway login.
  The CANS Help Desk manages training and certification only.
  We cannot assist with Virtual Gateway login issues.
  For support, contact Virtual Gateway Customer Service:
  Phone: 1-800-421-0938
  Email: virtualgatewayCBHI@state.ma.us
• I was certified long ago and want to recertify, but I don’t remember my login, email, or username.
  Please contact the Help Desk ( MassCans@umassmed.edu) for assistance. We can reconnect you to your original account.
• I cannot find my certification key.
  To view your certification key:
  
  1. Log in at https://masscans.ehs.state.ma.us.
  2. On the homepage, select “My Account” in the left sidebar.
  3. Select “My Certification.”
  Your certification key will appear on the next screen. You can print or save it as a PDF for your records.

 

CREATING MY ACCOUNT

• What should I enter under “Organization” if I am not currently a practicing clinician?
  Accounts are tied to your name, not an agency.
  If you are not yet practicing:
  • Enter the highest degree you have earned.
  • Enter the age range of youth you expect to work with.
  Other fields can be updated later as your role changes.
• I entered incorrect information when creating my account.
  Please contact the Help Desk ( MassCans@umassmed.edu) and we can update your information.
• I accidentally created two accounts because I forgot my old login.
  Please contact us ( MassCans@umassmed.edu) so we can archive the duplicate account.
  Multiple accounts create multiple certification keys and may cause issues in the Virtual Gateway.
  Each user should have one account and one certification key.
• I am located out of state but work for an agency serving youth in Massachusetts. How do I get certified?
  Clinicians and students who provide services to Massachusetts youth receiving MassHealth are eligible for CANS certification, even if they live out of state.
  Out-of-state accounts must be approved by our team ( MassCans@umassmed.edu) before training can begin.
  Certification keys are valid only in the MassHealth CANS portal.
  Create your CANS Training account and notify us once it is set up so we can approve it.

 

VIRTUAL GATEWAY

• I am having trouble accessing the Virtual Gateway to enter client information. I have my certification key.
  We do not have access to the Virtual Gateway.
  For assistance, contact Virtual Gateway Customer Service:
  Phone: 1-800-421-0938
  Email: virtualgatewayCBHI@state.ma.us
  
  Let them know your certification key has been verified.
• My name has changed. How do I update it in the Virtual Gateway? Contact your organization’s VG Access Administrator.
  They will submit a User Request Form (URF) to deactivate your old name and activate your new one.
  Allow 7–10 business days for processing.
  
  If you are in private practice or do not have an Access Administrator, contact the Virtual Gateway directly at 1-800-421-0938.
  
  Your username will remain the same.
  
  To confirm your information has been updated, contact your Access Administrator or Virtual Gateway Customer Service.

CANS CERTIFICATION TEST

• Why don’t I need to retest for recertification anymore?
  The requirement to complete CANS assessments at assigned intervals has not changed.
  However, MassHealth has temporarily suspended the recertification testing requirement for currently certified assessors due to upcoming system and training updates.
  
  New clinicians must still complete training and certification before conducting CANS assessments.
• I failed my exam. What should I do?
  If you fail the certification test three times, contact the Help Desk.
  We will reset your account, giving you three additional attempts.
  Before retesting:
  • Complete the full training.
  • Consider reviewing the CANS User Guide during the exam.
  • If you need additional support, a CANS Consultant is available upon request (MassCans@umassmed.edu).
• How do I get CEs for the CANS certification training?

  To obtain Continuing Education credits following completion of the training, you must first pass the CANS Certification Exam and then complete the online evaluation survey after the exam. You will be asked if you would like to apply for CEs, and will subsequently be asked to provide your license type and number. Please note that you will have up to 90 days to apply for credits. You may obtain Continuing Education credits one time per licensure period. To obtain Continuing Education credits you must visit the Berkshire Area Health Education Center (AHEC) site (*linked below) and pay the associated fee, stated below for each license type.

  If you have questions about the CE process, please contact Berkshire AHEC directly at 413-842-5160.

  
  

  *For CE purposes, there are two “versions” of the CANS Training: one with a Supervisor Module (for Supervisors) and one without. Apart from the Supervisor Module, the trainings are identical. Review the sections below to see which applies to you. Applying for CE credit for the wrong version may delay your certificate.

  
  

  Non-Supervisor Training

  
  

  If you wish to apply for CEs and did not complete the Supervisor Module in the CANS Training, apply through Berkshire AHEC here.

  
  

  Social Work: This program has been approved for 4 Social Work Continuing Education hours for relicensure, in accordance with 258 CMR. NASW-MA Chapter CE Approving Program, Authorization Number D20373-2.

  
  

  Licensed Marriage and Family Therapists: This activity has been certified by the New England Association for Family and Systemic Therapy, Inc., for professional continuing education for 4 CE hours. Certification 215346782-B. The fee is $80.

  
  

  Nursing: This program meets the requirements for 4 nursing contact hours as specified by the Massachusetts Board of Registration in Nursing - 244 CMR 5.04. The fee is $80.

  
  

  Licensed Mental Health Counselors: Berkshire AHEC, ACEP No. 5585, and University of Massachusetts Medical School, ACEP No. 6842, are co-sponsors of this program. This cosponsorship has been approved by NBCC Both ACEPs are responsible for this program, including the awarding of NBCC credit. 4 CE Hours. The fee is $80.

  
  

  Licensed Alcohol and Drug Counselors: This course has been approved by the Department of Public Health, Bureau of Substance Abuse Services/LADC Unit for 4 contact hours for Licensed Alcohol and Drug Counselors and Assistants. The fee is $80.

  
  

  Psychologists: Application for Psychology continuing education credits has been submitted. Please contact Berkshire AHEC at 413-842-5160 for the status of Psychology CE accreditation. The fee is $115.

  
  

  Supervisor Training

  
  

  If you wish to apply for CEs and did complete the Supervisor Module in the CANS Training, apply through Berkshire AHEC here.

  
  

  Social Work: This program has been approved for 4.5 Social Work Continuing Education hours for relicensure, in accordance with 258 CMR. NASW-MA Chapter CE Approving Program, Authorization Number D20373-1.

  
  

  Licensed Marriage and Family Therapists: This activity has been certified by the New England Association for Family and Systemic Therapy, Inc., for professional continuing education for 4.5 CE hours. Certification 215346782-A. The fee is $80.

  
  

  Nursing: This program meets the requirements for 4.5 nursing contact hours as specified by the Massachusetts Board of Registration in Nursing - 244 CMR 5.04. The fee is $80.

  
  

  Licensed Mental Health Counselors: Berkshire AHEC, ACEP No. 5585, and University of Massachusetts Medical School, ACEP No. 6842, are co-sponsors of this program. This cosponsorship has been approved by NBCC Both ACEPs are responsible for this program, including the awarding of NBCC credit. 4.5 CE Hours. The fee is $80.

  
  

  Licensed Alcohol and Drug Counselors: This course has been approved by the Department of Public Health, Bureau of Substance Abuse Services/LADC Unit for 4.5 contact hours for Licensed Alcohol and Drug Counselors and Assistants. The fee is $80.

  
  

  Psychologists: Application for Psychology continuing education credits has been submitted. Please contact Berkshire AHEC at 413-842-5160 for the status of Psychology CE accreditation. The fee is $115.

 

NEW CANS

• What is the timeline for the new version of the CANS?
  The Virtual Gateway e-CAS portal will launch the new CANS on July 20, 2026. Account data from previous CANS training will be available in the new system.
  
  For technical questions about eCAS forms or processes, contact:
  EHS-MA-ECAS-IT@mass.gov
  You may also contact Virtual Gateway Customer Service for guidance:
  Phone: 1-800-421-0938
  Email: virtualgatewayCBHI@state.ma.us
• Who can answer questions about the content of the new CANS assessment?
  Questions about the new assessment should be directed to CBHI.
  Contact Virtual Gateway Customer Service at 800-421-0938 and request to be transferred to CBHI. You may also email CANS-CBHI@state.ma.us.
• How do I set up CANS in the new eCAS system?
  The new eCAS system will replace the current platform used to complete the CANS assessment. Setting up CANS in eCAS depends on whether your agency uses an internal EHR system or relies on the Virtual Gateway:
  • If your agency uses its own EHR:
    Your technical team must review the eCAS Technical Specifications and ensure your EHR is configured to integrate with eCAS. This may involve updating data pathways, adjusting workflows, or completing new interface development. All technical questions should be directed to EHS-MA-ECAS-IT@mass.gov.
  • If your agency does not use an internal EHR:
    You will continue accessing CANS through the Virtual Gateway until further instructions are released. MassHealth will provide additional guidance as the eCAS rollout approaches.
• Will there be a paper version of the CANS?
  At this time there is no plan to publish a paper version of the CANS. If, in the rare occasion, a family requests a paper CANS the SED only is required to be put into the application .
• I need help with the eCAS Wellsky Training.
  For any questions or issues related to eCAS training, please reach out directly to the Training Services team at WellSky through the “Contact Us” page on their site. This includes requests for new user accounts that need to be added. If you encounter issues with your username or password, you can use the self-service option on the WellSky login page by selecting “Forgot password?” to reset your credentials..