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Standard Operating Procedures Guide

Standard Operating Procedures Guide Revision 2.04 August 02, 2011

Revision 2.04 August 02, 2011

Standard Operating Procedures Guide Revision 2.04 August 02, 2011

Licenses

This manual is the exclusive property of Prometric Inc. This manual is licensed for use with restrictions to authorized centers and Agents. Information herein is proprietary in nature and may not be disclosed to unauthorized persons without the expressed consent of Prometric.

Copyright © 2011 Prometric ALL RIGHTS RESERVED.

No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, taping, Web distribution, or information storage and retrieval systems, or in any other manner—without the written permission of the publisher.

Standard Operating Procedures Guide

1

Standard Operating Procedures

1

General

1

Prometric Test Administration Lexicon

1

Authorization to Conduct Testing

1

AP&C AP&C AP&C
AP&C
AP&C
AP&C

Centers Only – Opening for Testing

1

Centers Only – Ordering/Returning Testing Materials Centers in the U.S., U.S. Territories, and Canada Only – Second Admin

3

Station

4

IT AP&C IT
IT
AP&C
IT

Centers Only – Opening for Testing Procedures

Centers Only – The PTC Web Page and Daily Communications

Centers Only – The APTC Web Page and Test Center Communications

4

5

6

Where to Go for Help

6

Center Contact with Clients

6

Global Help Desk

6

When to Contact the Operations Management Support Services

7

Using iSupport/eHelp

7

IT AP&C
IT
AP&C

Centers Only – Registering/Scheduling an Examinee for a Test

Centers in the U.S., U.S. Territories, and Canada Only – Scheduling an

8

Examinee for a Test

8

AP&C
AP&C

Centers Outside the U.S., U.S. Territories, and Canada Only –

Scheduling an Examinee for a Test

9

AP&C AP&C
AP&C
AP&C

Centers Only - Authorization Letters Centers in the U.S., U.S. Territories, and Canada Only – Acceptable

9

Payment Types

9

AP&C
AP&C

Centers in the U.S., U.S. Territories, and Canada Only – Payment

Processing for All Exams Except ETS

10

AP&C
AP&C

Centers in the U.S., U.S. Territories, and Canada Only – Payment

Processing for ETS Exams

11

AP&C
AP&C

Centers in the U.S., U.S. Territories, and Canada Only – Handling

Refunds

11

AP&C
AP&C

Centers Outside the U.S., U.S. Territories, and Canada Only –

Processing Test Fees

11

IT IT
IT
IT

Centers Only – Processing Test Fees

11

Centers Only – Vouchers

12

Waiting Area

AP&C IT IT
AP&C
IT
IT

Centers Only – UAS Check-in Scripting

Centers Only – Roster

Acceptable and Expected Communications with the Examinee

13

13

Centers Only – Providing the Test Center Regulations Form

13

13

14

Admitting the Examinee

15

AP&C
AP&C

Centers Outside the U.S., U.S. Territories, and Canada Only – Handling

an Emergency Walk-In

16

AP&C AP&C IT IT
AP&C
AP&C
IT
IT

Centers Only – Basic Guidelines for Checking ID

Centers Only – Basic Checking ID Guidelines

16

Centers Only – Allowable Name Variations

Centers Only – Allowable Name Variations

18

18

19

Special Accommodations and Multi-Day Exams

IT IT AP&C
IT
IT
AP&C

Centers Only – How to Check-in Examinees Centers Only – Check-in Procedures

Centers Only – Check-in Procedures

19

19

20

21

Open Book Exams

AP&C
AP&C

Centers Only – Biometrics Capture

22

22

Thumbprinting Examinees

22

AP&C AP&C AP&C
AP&C
AP&C
AP&C

Centers Only – Image Capture Basics & Procedures Centers Only – Special Problems in Using Image Capture Centers Only – the Back-Up Camera with Memory Card Basics &

22

28

Procedures

 

29

AP&C

Centers Only – Seat the Examinee and Start the Exam Centers Only – Extending Time/Test Monitor for FINRA Exams

31

AP&C

32

IT

Centers Only – Seat the Examinee and Start the Exam Centers Only – Extending Time Centers Only – Stopping an Exam Centers Only – Restarting an Exam

32

IT

33

IT

34

IT

34

AP&C

Centers Only – Internet-Based Testing and WebLaunch Exams

34

Handling Examinee Questions/Problems During the Exam

35

AP&C
AP&C

Centers Only - Monitoring the Testing Room

35

Examinees Entering/Exiting the Testing Room

36

AP&C

Centers Only – Rest Breaks

36

IT

Centers Only – Rest Breaks

39

AP&C

Centers Only – Ending the Exam and Dismissing the Examinee Centers Only – Embossing Score Reports Centers Only – Reprinting Scores

40

AP&C

40

AP&C

41

IT

Centers Only – Ending the Exam and Dismissing the Examinee Centers Only –Reprinting a Score Report Procedures

41

IT

42

Scores and Test Results Integrity Policy Exhibits Scratch Paper and Note Boards

42

42

43

AP&C
AP&C

Centers Only – Storage of Personal Items

43

Prohibited and Non-Prohibited Items & Weapons Handling Irregular Situations and Filing CPRs/Site Reports

43

44

AP&C
AP&C

Centers Only – Document Retention Policy

44

Document Handling

44

AP&C

Centers Only – Document Mailing Schedule

45

IT AP&C IT AP&C
IT
AP&C
IT
AP&C

Centers Only – Document Retention Policy

45

 

Centers Only – Closing the Test Center at the End of the Day

46

Centers Only – Closing the Test Center at the End of the Day

46

 

Centers in the U.S., U.S. Territories, and Canada Only – Changing

Operating Days and Hours

47

AP&C
AP&C

Centers Only – Testing Center Physical Requirements, Comfort and

Environment

 

47

AP&C
AP&C

Centers Outside the U.S., U.S. Territories, and Canada Only – More on

Facilities Daily Test Center Maintenance Weekly Test Center Maintenance As Needed Test Center Maintenance

49

50

50

50

AP&C
AP&C

Centers in the U.S., U.S. Territories, and Canada Only – General

Security System Information

51

AP&C
AP&C

Centers Only - Security of the Testing Facility and Equipment

51

Security of the File Server Security of the Exam and Related Materials Other Security Measures Prometric Data Privacy Policy Test Center Staff Qualifications and Responsibilities

53

54

54

55

55

AP&C
AP&C

Centers Only – Staff Levels

55

TCA Eligibility to Take Exams Policy Conflict of Interest Restrictions

56

56

IT AP&C
IT
AP&C

Centers Only – Dress Code

56

 

Centers Only – Dress Code

57

Center Staff Personal Hygiene

58

Training and Certification

AP&C IT IT
AP&C
IT
IT

Centers Only – Administrator Logins and Passwords

Centers Only – Changing Pulse/Polaris Passwords

Center Access for Non-Authorized Persons

58

58

Centers Only – Changing the TCM Password

59

59

59

Information Requests

59

Handling Visitors and Observers

60

AP&C
AP&C

Centers Only – CNATT Policy Due to Weather Events

60

Power Outages Procedures

61

Natural Disasters and Threats to the Center

61

Center Emergency Plan

63

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Standard Operating Procedures

General

This guide is used by both AP&C and IT centers. Sections/tables/lines specific to a type of center will be indicated by the words

AP&C or IT
AP&C
or
IT

All details will be considered global and apply to all centers except

where otherwise indicated.

Prometric Test Administration Lexicon

Table 1. Prometric Test Administration Lexicon Information.

Prometric Test Center Administrator Lexicon Information

See the Prometric Test Administration Lexicon for acronyms, terms and definitions.

Authorization to Conduct Testing

Table 2. Authorization to Conduct Testing General Information.

Authorization to Conduct Testing General Information

Authorization to Conduct Testing General Information

Only those centers authorized and certified by Prometric shall conduct Prometric CBT.

Certified centers may be visited, announced or unannounced, by client representatives to assess adherence to policies. Clients have the option of requesting de-certification of individual centers for their particular exams at any time if they feel operation is substandard.

Client representatives may only visit with proper authorization from Prometric.

AP&C

Centers Only – Opening for Testing

Table 3. Opening the Test Center Procedures.

Step

Procedure

Important: New centers and/or some rebuilt servers no longer have floppy drives, nor require CUDs. In those cases, skip any instructions for CUDs.

The CUD (if applies) is needed to start the system. Always return the disk to its secure location after each use. Do not leave the disk in the computer drive during testing hours or where others have access to it.

If you can gain access to the testing system without use of the CUD (if applies), call the Global Help Desk immediately.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Step

Procedure

1

Arrive to open center one hour before the first exam is scheduled for the day (one half hour before the first examinee arrives to take his/her exam).

Note: Do not begin to check-in examinees until these preparations are completed.

2

Check that the security systems are intact and that the equipment is as it was left. See “Table 93. General Prometric Testing Center Security System Information.” for additional details on your center’s security system.

a.

Ensure the center security system is still activated when you enter center. Then, de-activate the security system.

b.

Check that all locks on inside and outside doors are secured.

c.

To check the file server, de-activate the Prometric testing center security system for the room where the file server is located or make sure the lock on the file server cabinet is still secured.

d.

If there is an indication that someone tried to circumvent the security system, contact the Prometric

Security Department immediately.

If there is an indication that someone tried to break into the room/cabinets/closets in which the file server, CUD (if your center uses), or video tapes (if your center uses) are stored, contact the Global Help Desk immediately.

3

Ensure the ringer on the telephone is set on low (otherwise it may be a distraction for some examinees).

4

Check all facilities (including rest rooms) to ensure that general conditions are satisfactory.

a.

Turn on lights in restrooms. If the lights are not working, call the appropriate service to resolve the problem.

b.

Make sure restrooms are clean and that sinks and toilets are in working order. If restrooms are not clean and/or plumbing is not in working order, call the appropriate service to resolve the problem.

5

Check to make certain the video/audio machine (VCR/DVR) is operating properly. If you encounter any problems (such as snow on the picture), call the Global Help Desk immediately.

a.

Ensure that system settings, such as tape settings (if any), are set per Prometric guidelines or standards. Set the VHS recording time to 24-hours (if your center uses a VCR). DVRs automatically set to the correct recording time.

b.

Label a videotape - include your center number and date.

Note: Do not record consecutive days on the same tape.

c.

Insert the tape into VCR.

d.

Ensure the tape position is at the beginning and push Record.

e.

Enter the testing room and state:

 

the date

the time

your center location and number

your name

f.

Exit the testing room and push Stop and Rewind.

g.

Push Play. Check that the picture and sound on the monitor have been clearly recorded and ensure that the laminated station number placed on each monitor is visible to the camera.

Note: Ensure the date/time stamp on the tape matches the date you recorded.

h.

Push Stop but do not rewind. (Rewinding will erase date and time stamp.)

i.

Press Record.

Important: Taping of testing session should immediately follow morning announcement recorded earlier.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Step

Procedure

Notes:

Video-recording test sessions protects center staff, the testing client and the examinee. Only after viewing good quality video can Prometric verify exactly what took place during a testing session.

Video-record all testing sessions. Start the recording before any examinees are allowed into the testing room.

The Global Help Desk must be notified immediately if your VCR/DVR is not working.

If you have concerns about the quality of your video system (i.e. video is dark, sound cannot be adjusted, it is not recording all the testing stations, etc.), notify the Global Help Desk.

If the VCR/DVR is not working properly, examinees for certain testing programs may not be tested and

must be rescheduled. Refer to individual client practices.

Do not inform examinees who will be able to test that the VCR/DVR is not working.

For other clients, if recorder is inoperative upon opening test center, or if it breaks during testing session,

testing of examinees can continue as long as there are two staff members present during test administration and physical monitoring of the testing room is increased. Assign a proctor to sit quietly in the testing room, or have

the staff monitor examinees continuously from the viewing window. TCAs may not become involved in any other activities except proctoring when the VCR/DVR is not working. Refer to individual client practices.

File a CPR each day that VCR/DVR is inoperative until it is fixed or replaced. The CPR should describe

any other irregularities that occurred in addition to the VCR/DVR failure as well as a projected date when the

problem will be resolved

All CPRs filed should include the Global Help Desk ticket number.

Used videotapes (if your center uses) must be kept in a secure locked cabinet for 30 days in case Prometric requests to view them.

After 30 days, tapes may be overwritten.

Videotapes (if your center uses) should only be used 4-6 times before the quality of image degrades and the tape is no longer usable.

Video supplies may be obtained through Order Entry.

Important: Any time a videotape/DVD and/or Roster is requested by Prometric, you will be e-mailed a pre- printed UPS label by Prometric's Security Department. Follow the instructions included in the e-mail and on the label print-out. Requested video tapes must be immediately sent out.

6

Reboot the Admin (and second Admin, if any) or test station computer by selecting Start, Shutdown, Shut down the computer.

7

Wait five seconds and then power the computer back on.

8

Login to UAS and perform Open for Business. See the UAS topics for specifics.

9

Prepare scratch paper booklets and note boards. Ensure:

scratch paper booklets are four sheets of colored paper, stapled together in the center

pencils are sharp and contain no defects (teeth marks)

note boards are clean

dry-erase markers work and are in good shape

color of note boards and scratch paper booklets match each day (alternate colors throughout week)

10

Bring out all necessary materials for exams to be delivered that day (see individual client practices).

AP&C

Centers Only – Ordering/Returning Testing

Materials

Table 4. Ordering/Returning Testing Materials Information.

Ordering/Returning Testing Materials

See the Materials Needed topics on the Electronic Manual web page for details.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Second Admin Station

Table 5. Using the Second Admin Station Information.

Second Admin Information

Secondary Admin stations may be used for taking examinee registrations and prometric.com web browsing only.

Important: The secondary Admin may be used for check-in only if the primary Admin fails.

The second Admin station should be left powered "on" each night but the monitor powered "off."

Each morning, reboot the second Admin by selecting Start, Shutdown, Shut down the computer.

IT

Centers Only – Opening for Testing Procedures

Table 6. Opening for Testing Procedures.

Step

Procedure

This applies to TCM sites only. It does not apply to TCFlow sites.

See the Pulse and Polaris topics for complete details.

1

Turn on the Admin station monitor and log into Pulse. Check for any error messages.

Note: The CPU should be left “on” each evening so Pulse unattended communications can take place.

2

Choose Start, Shut down, Shut down the computer. Power the computer back on and log in:

User name: DTS2. Password:

The Activity Manager window appears.

3

From the Activity Manager window:

a.

Select Start Application. TCM opens.

b.

Choose File, Run Explorer.

4

Minimize the TCM application by clicking on the “-“ in the upper right corner of the window. The Windows desktop will display; TCM will appear in the task bar on the bottom of the screen.

Notes:

Before performing the following routines, you must be connected to your Internet Service Provider.

Running this procedure will ensure you have the latest appointment information and exam files present at your center.

You can schedule this function to run automatically and unattended using Scheduler Agent.

Any time a connection is not made there could be a problem with your ISP. If an alternate communication

provider is needed, contact the Global Help Desk.

Pulse and Polaris share files and should not be operated at the same time. Wait for Pulse activities to complete before starting a Polaris session.

5

Double-click on the Pulse icon and log in.

6

Choose Today’s Processes to run all the normal, daily Pulse processes.

7

When finished, double-click on the Polaris icon and log in.

Note: The message Update local database? may display. Choose Update now.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Step

Procedure

8

Print the Testing Center Regulations (TCR) for the day (located under Blank Regulations Form).

There must be a TCR form for each examinee testing at your testing center.

Print all the forms for the day at the beginning of the day or as each examinee arrives for his/her appointment.

Keep the completed forms on file for at least 90 days.

9

Print the Test Taker Rosters for the day.

10

Compare the Daily Schedule from Polaris and the testing schedule from TCM If they are not the same, call the Global Help Desk.

11

Turn on all test stations and log in.

12

The Activity Manager selection window appears. Choose Start Application.

13

If you are using a dial-up Internet Service Provider, you may disconnect at this point.

AP&C

Centers Only – The PTC Web Page and Daily

Communications

Table 7. PTC Web Page and Daily Communications.

Daily Communications -

The PTC web page – www.prometric.com/ptc - is designed to be your source for all information necessary to operate your test center.

At least once daily, log on to the PTC web page to view the latest communications on testing at your center from Prometric.

There are two options for accessing the web page:

From a computer other than your Admin, go directly to www.prometric.com/ptc. From your Admin station, in UAS, select System, Browse Internet, Go to:, Prometric.com. Scroll down and click on Test Site Login, select channel.

Note: For ETS Institutional centers, the URL to use from a computer other than your Admin is www.prometric.com/ets.

Here is a sample of what you will find:

Alerts and Headlines – these may pertain to general operations or to specific client expectations. These messages either have not yet been incorporated into the Electronic Manual or are messages that need your immediate attention.

The Electronic Manual – here you will find the Client Practices (detailing delivery expectations for specific exams) and Operations Manuals (Standard Operating Procedures Manual, Security Guides, SOP topics etc.).

Contacts page – look here for the most up to date contact list of departments such as the Global Help Desk and Candidate Care, as well as for District and Territory Managers.

Testing Materials Order page – order all your testing supplies and official Prometric Gear here.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

IT

Centers Only – The APTC Web Page and Test Center

Communications

Table 8. APTC Web Page and Daily Communications.

Daily Communications

The APTC web page – www.prometric.com/aptc - is designed to be your source for all information

necessary to operate your test center.

At least once daily, log on to the APTC web page to view the latest communications on testing at your center from Prometric.

Here is a sample of what you will find:

 

Announcements and Headlines – these may pertain to general operations or to specific client expectations. These messages either have not yet been incorporated into the Electronic Manual or are messages that need your immediate attention.

 

The Electronic Manual – here you will find the Client Practices (detailing delivery expectations for specific exams) and Operations Manuals (Standard Operating Procedures Guide, Security Guide, SOP topics etc.).

 

Contacts page – look here for the most up to date contact list of departments such as the Global Help Desk and Candidate Care, as well as for District and Territory Managers.

 

Download center – where you may download site software, access workstation requirements and available exhibits.

Where to Go for Help

Table 9. Where to Go for Help Information.

Where to Go for Help Information

See the Contacts topics on the Electronic Manual web page for complete details beyond what is listed for the Global Help Desk and iSupport/eHelp below.

Center Contact with Clients

Table 10. Center Contact with Clients Policy.

Policy

TCAs must never contact clients directly with questions or on the behalf of an examinee. Nor should clients directly call centers with the exception of ETS/OIT and FINRA FSS. Should a client call your center directly, refer the client to the applicable Client Services Manager at headquarters.

Global Help Desk

Table 11. Basic Global Help Desk Information.

Basic Global Help Desk Information

Basic Global Help Desk Information

If you need immediate technical help related to the administration of exams, call the Global Help Desk. Do not let problems with one examinee create a delay for all examinees. If possible, continue with examinee seating, leaving the time-consuming problem resolution for the end of a seating rush.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Basic Global Help Desk Information

The Global Help Desk is prepared to assist with the following types of examinee check-in issues and exam delivery issues.

Examinee not on the roster.

Exam launching issues.

Service delivery disruptions.

Hardware or software issues.

Image capture failure.

Biometric system failure.

Audio/video surveillance issues.

Any error messages resulting in service disruption

Every contact with the Global Help Desk generates an incident ticket number and requires you to file a CPR (AP&C centers) or Site Report (IT centers). Always list the Global Help Desk ticket number in the CPR/Site Report. Retain a paper copy of the CPR/Site Report at your center for at least 30 days.

When to Contact the Operations Management Support Services

Table 12. When to Contact the Operations Management Support Services Information.

When to Contact the Operations Management Support Services Information

In cases where issues are not of a technical nature, you have the option of referencing the Standard Operating Procedures Guide, Test Center Security Guide, or SOP topics on the Electronic Manual web page through the Prometric Web Site, or escalating to the operations management structure.

Such issues may include ID discrepancies or questions related to a letter of authorization to test. The Electronic Manual page contains the most current and comprehensive information to guide you through successfully meeting client expectations. If, however, an incident occurs where you require management guidance, support by Operations Management is available to you.

Using iSupport/eHelp

Table 1-13. Using iSupport/eHelp.

Using iSupport/eHelp

See the iSupport Users Guide or associated SOP topics on the Electronic web page for complete details and procedures.

Accessing i/Support e-Help:

For UAS AP&C centers and ETS Institutional centers - access iSupport through UAS by selecting Browse Internet, Goto:, E-Help.

For IT centers - access iSupport through TCM by selecting Applications, Talisma Chat.

For STN centers - access iSupport through the home page by selecting Links, Links, e-Help.

For DSST centers - log into e-Help using http://ehelp.prometric.com.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

IT

Centers Only – Registering/Scheduling an Examinee

for a Test

Table 14. Registering/Scheduling Information.

Registering/Scheduling Information

Internet Registration

Internet registration and scheduling is available 24 hours a day, 7 days a week. This is available to any examinee with access to the internet and a valid credit card or voucher.

Contact/Registration Center

Contact/Registration Center representatives take calls during the office hours set in each region.

The Contact/Registration Center is the only source for registration (and acceptance of payment without needing to schedule an exam date).

 

Polaris

Polaris is used in testing centers to register and schedule same day (if allowed by the client) and future appointments. See the Pulse and Polaris User topics for complete details and procedures.

For centers operating on TCFlow software only

TCFlow is used for future appointments and same day cancellations and reschedules as long as the exam has not been launched. See the applicable TCFlow Guides and topics.

AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Scheduling an Examinee for a Test

Table 15. Scheduling and Examinee Information.

Scheduling an Examinee Information

Some examinees may choose to schedule their exam through the local test center instead of using prometric.com or the CSCC. Use SWR to schedule examinees that either call in or walk in to the test center.

For specifics on scheduling an examinee using SWR see the SWR topics on the Electronic Manual web page.

If an examinee calls to schedule an appointment while examinees are being checked in, you can:

Refer him/her to the CSCC. Or

Take the examinee’s phone number and return the call when you can access the SWR system.

An examinee may also come to the center in person to reserve a future testing time. If the examinee wants to pay by fee waiver, follow procedures in appropriate client practice section. However, not all clients allow payment for testing at the centers.

Important: Cash is never accepted except where noted in the specific client practice.

SWR allows you to manage all registrations for your center for testing examinees whether the registrations have been made by you or the CSCC. The system provides up-to-date information for all current registrations to allow you to schedule proper staffing for that day and order adequate supplies to deliver exams.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

AP&C

Centers Outside the U.S., U.S. Territories, and

Canada Only – Scheduling an Examinee for a Test

Table 16. Scheduling an Examinee Information.

Scheduling an Examinee Information

Exam scheduling (registration) must be done through the RCCs. Individual test centers are not able to accept scheduling requests at this time. Examinees must call the RCC or complete a scheduling form and forward it with payment to the RCC. The RCC will schedule the examinee for the desired time and location and send the examinee a confirmation letter.

For most exams, scheduling forms must be received at the RCC at least two business days prior to the desired appointment at International AP&C centers. See individual client practices for additional details.

AP&C

Centers Only - Authorization Letters

Table 17. Authorization Letters.

Authorization Letters

Many clients confirm the examinee’s eligibility by sending him/her authorization letters containing client- specific testing information as well as unique Authorization (identification) numbers. The scheduling system tracks Authorization Numbers.

If, when entering an examinee’s authorization number into the scheduler, you receive a message stating that the number is a duplicate, call the Global Help Desk. A representative will determine what action is appropriate for each instance.

If the duplicate is for a future registration for the same examinee, s/he will be rescheduled.

If the duplicate is from a canceled registration or previous No Show, the examinee will have to obtain another authorization number from the testing client and repay all exam fees.

AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Acceptable Payment Types

Table 18. Acceptable Payments Types.

Type

Description

Voucher

A certificate confirming that the examinee prepaid for the exam through the client.

Fee certificate

A certificate confirming that the client has waived payment of test fees for the examinee.

Credit card

The examinee charges test fees to his/her account and pays the credit card company upon receipt of a monthly statement. VISA, American Express, Diners Club cards bearing the MasterCard symbol, and Diners Club cards bearing the MasterCard symbol are only types

of

cards accepted. Examinee must also provide the 3-digit Security code from the back of

the credit card.

Exception: ETS also accepts Discover and JCB cards.

Debit card

A

card bearing a credit card logo but directly attached to the examinee’s checking account.

Funds are transferred directly from the examinee’s account to Prometric. Debit cards must

be

processed like credit cards in SWR system.

Prometric

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Type

Description

Personal check

A check drawn on an account held in the examinee's name. The examinee’s name is printed at the top of check. A joint account held by examinee and another party (i.e., husband, mother) is still considered a personal check. It is processed electronically at time of registration. Do not collect paper checks.

In those cases:

Ask the examinee to VOID a blank check.

Instruct the examinee to record the check in his/her checkbook register using the same number as the voided check.

Note: Paper checks are allowed for ETS exams (must be made payable to ETS). Refer to individual client practices.

Third party

Typically, third party paper checks and money orders are not accepted for Prometric clients. See client practice for any allowable exceptions.

checks/money

orders

Notes:

Money orders and paper checks are accepted for ETS exams (make sure they are made payable to ETS).

Not all clients accept all types of payments. Payment information is entered on the Examinee

Information/Registration screen.

Types of payment allowed for a specific client will be displayed when Payment Type look-up table is

opened on registration screen.

 

When scheduling an examinee for an exam, check the individual client practice to determine what payment options are available for that client.

AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Payment Processing for All Exams Except ETS

Table 19. Payment Processing Information for All Exams Except ETS.

General Payment Processing Information

For Prometric clients, payment may be in form of a voucher, electronic check, credit card, or debit card.

Payment processing is done at the time the appointment is made.

On-line Check Payment is used for those Prometric programs that allow the examinee to pay by personal check.

All checking account information for personal checks is collected at time of registration using on-line check payment.

Paper checks (personal, third party or otherwise) and money orders are not allowed for Prometric clients. See individual client practice for any allowable exceptions.

Prometric’s official policy is not to accept cash as payment for test fees for any exam. Prometric does not allow the use of cash at centers because mechanisms are not in place to effectively process cash transactions.

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AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Payment Processing for ETS Exams

Table 20. Payment Processing for ETS Exams.

Policies for Processing Payments for ETS Exams

ETS processes its own payments. Prometric sends collected payments to ETS. Payment policies for ETS clients differ considerably from policies for Prometric clients.

For ETS examinees registering over telephone, payment may be made in the form of a voucher, fee certificate, or credit card.

If an ETS examinee comes to the center in person to register for a test, or registers as a walk-in, centers may accept all methods of payment described above, as well as checks or money orders.

Make sure checks and money orders for ETS exams are made payable to ETS and remitted to ETS on a weekly basis using an ETS Remittance Envelope.

Important: On-line check payment is not used for ETS testing clients.

Prometric’s official policy is not to accept cash as payment for test fees for any exam. Prometric does not allow the use of cash at centers because mechanisms are not in place to effectively process cash transactions.

AP&C

Centers in the U.S., U.S. Territories, and Canada

Only – Handling Refunds

Table 21. Refund Policies.

Refund Policies

The examinee who cancels an appointment within the designated time frame and indicates s/he no longer wants to take the exam(s) may receive a refund of a portion of the testing fee, as provided by the individual client. However, some clients do not provide refunds under any circumstances. Refer the examinee to the testing client for specific details.

AP&C

Centers Outside the U.S., U.S. Territories, and

Canada Only – Processing Test Fees

Table 22. Fee Processing.

Fee Processing Information

International testing fees may be different in amount from the U. S. fees and be in a currency other than U.S. dollars. Contact the Global Help Desk for further information. At this time, testing centers cannot accept any test registrations or collect any fees. All registrations and fees are processed by the RCC.

IT

Centers Only – Processing Test Fees

Table 23. Fee Processing.

Fee Processing Information

See the Pulse and Polaris topics for procedures on how to process payments.

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Fee Processing Information

The testing center can only collect those fees equal to the current price of the exam. No additional fees or mark-ups of any kind may be collected from any examinee for the delivery of testing services and vouchers unless authorized in writing by Prometric.

The RCC can accept personal checks and money orders however, it takes approximately 2 weeks for the check to clear before a date for the exam can be scheduled

Prometric accepts the following credit cards:

Visa

MasterCard

American Express

Diners Club card bearing MasterCard symbol

A voucher is proof of payment of the exam fee. It contains an identity number that must be entered into the computer when the testing appointment is scheduled. Note: The examinee does not have to present the voucher at the center but must have the voucher number.

At various times, clients will issue promotional codes that may discount or fully pay for an exam. These are entered and handled exactly like vouchers.

IT

Centers Only – Vouchers

Table 24. Voucher Information.

 

Information

Vouchers are issued by Prometric and by individual clients. There may be a variety of different voucher offerings at any time. Most vouchers have a given face value and an expiration date. The vouchers may be offered to the testing centers at a discount.

The voucher can pay for the full cost of the desired exam or for a portion thereof. No credits or refunds are given.

Many vouchers apply to a specific exam program and to a specific exam within the program. No substitutions or transfers are allowed.

All vouchers have an expiration date. They must be redeemed and the exam must be taken prior to this date or they will become invalid. Expiration dates are most often 6 or 12 months from the date of purchase and is set by the Prometric client for whose testing program the voucher is valid. Once a voucher has expired it cannot be extended or reinstated and the fee paid is lost.

Terms and conditions of voucher purchase (checks, credit cards, credit line, etc.) vary by location. The terms and conditions for vouchers are attached to each voucher order. The examinee is responsible for reading and complying with these terms and conditions. Any questions or concerns can be directed to the Voucher team.

For the latest information about voucher offerings applicable to your location:

for centers in the U.S., U.S. Territories and Canada - contact the Voucher Team at 1-800-616-3926

for centers outside the U.S., U.S. Territories and Canada - contact your local Contact/Registration Center

Discounts on voucher purchases must be applied for at the time of registration. Questions concerning pricing should be referred to the Voucher team.

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Waiting Area

Table 25. Waiting Area.

Waiting Area Information

Waiting Area Information

Prometric stand-alone test centers provide a waiting area for examinees. It is important to make sure that once examinees have been checked in, no unauthorized persons – including children, family members, co- workers or friends of the examinee – remain in the waiting area or any other part of the test center. Only examinees and authorized visitors are permitted in the test center.

To maintain the professional atmosphere in your center, direct unauthorized individuals to another location where they can wait. In cases where a waiting area is a shared space, use sound judgment to determine if any individuals pose a threat to a secure testing environment and take appropriate action

AP&C

Centers Only – UAS Check-in Scripting

Table 26. UAS Check-in Scripting Information.

UAS Check-in Scripting Information

UAS Check-in Scripting Information

UAS Check-in Scripting is designed to provide you with virtual real-time, step-by-step guidance regarding the necessary actions pertaining to every exam that is offered at a Prometric test center.

UAS Check-in Scripting uses pre-check-in, post-check-in and post-exam messages to alert you of client specific processes applicable to the examinee being tested in your center.

By following the guidance provided by UAS Check-in Scripting, you will ensure that specific client expectations are delivered consistently for each examinee.

IT

Centers Only – Roster

 

Table 27. Roster Information.

Information

Examinees must sign the log and enter the arrival time upon check-in.

The examinee’s signature should be compared to that on the ID.

If the examinee exits the testing room for any reason (scheduled break, restroom, etc.), have him/her sign out, and sign back in upon return and verify that the signature on the examinee’s ID matches the signature on the roster.

Rosters must be stored for a minimum of 90 days.

IT

Centers Only – Providing the Test Center Regulations

Form

Table 28. Providing the Test Center Regulations (TCR) Form.

Information

Give the examinee the form with his/her name and exam information filled in. Review the TCR and the consequences of violations. Explain that the exam area will be monitored continuously.

Important: It is mandatory that the examinee sign and return the form to you before s/he begins the exam.

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Information

If the examinee brings a reader to help with his/her exam, a TCR form must also be printed with the reader’s name and the exam information filled in. You must review the same information with the reader that you do with the examinee. The reader must sign and return the form to you.

Retain the form for 90 days.

Acceptable and Expected Communications with the Examinee

Table 29. Critical Communications Policy.

Details

It is critical that you interact with any examinees testing in your center in a fair and objective manner. At the same time, you must always be mindful that even though you are expected to be an advocate for the examinee, you must do so without making commitments to the examinee that Prometric and/or the client organization cannot keep.

Expected Communications

Table 30. Expected Communications with the Examinee.

 

Details

As a Prometric TCA, you are the “face of Prometric” This means that the examinee’s first impressions of Prometric will start with you. To that end, follow these basics:

Inform the examinee of center policies - At check-in area, inform the examinee about:

location of fire exits and any information related to safe evacuation of the building

location of rest rooms

prohibition of eating, drinking, and tobacco use in the testing room and building.

smoking regulations in the rest of the building

Promptly inform the examinee of unexpected circumstances - At check-in area, inform the examinee about:

any unexpected problems (such as locked doors, extreme room temperatures, or computer problems),

acknowledge them and let him/her know you are trying to correct the situation as quickly and effectively

as you can.

Provide an environment that is professional, comfortable and free of distractions - Be mindful of

your personal behavior.

Loud conversations and phone calls can often be overheard in testing room and can affect outcome of the examinee's exam.

Personal conversations are not appropriate when examinees are in the center.

Medications - It is important that you follow these rules:

Do not distribute medication, including aspirin, cough medicine or other over-the-counter or prescription drugs.

If the examinee must take his/her own medication during the exam, s/he must do so outside testing room.

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Acceptable Communications

Table 31. Acceptable Communications with the Examinee.

 

Details

As a Prometric TCA, you should be an advocate for the examinee without making commitments to the examinee that Prometric and/or the client organization cannot keep. To that end, follow these basics:

Greet the examinee - Maintain a professional demeanor.

Smile.

Greet the examinee by stating your name.

Be cordial but professional.

Make eye contact with the examinee.

Address the examinee as “Mr.” or “Ms.” unless corrected by him/her.

Present a calm appearance.

Give your full attention to the examinee as you interact with him/her.

Provide quality customer service - Remember the basics of quality customer service.

Be honest.

Treat the examinee with respect and courtesy.

Focus on examinee needs.

Be patient, prompt, courteous, and sensitive in responding to questions.

Show appreciation for the examinee’s statements/points of view.

Be knowledgeable and accurate in your responses.

Use clear, two-way communication.

If the examinee attempts to discuss or debate exam content or the fairness of a particular exam item,

advise the examinee that your role is to proctor exams and provide a secure and comfortable testing environment.

Respectfully refer any examinee who wishes to discuss exam results or specific exam content to his/her client organization, without offering your commentary, opinion or any other discussion related to the

exam or exam content.

Be an advocate - Gain the confidence of the examinee by making him/her a part of the solution to issues that may arise regarding his/her exam session.

Ensure the examinee understands that you will make every effort to help him/her find a solution to any exam-related situation.

You may advocate for the examinee by utilizing available resources within the parameters of

Prometric’s and the specific client organization’s policies.

Again, do not make commitments to the examinee that Prometric and/or the client organization

cannot keep.

Admitting the Examinee

Table 32. Admitting the Examinee Information.

Admitting the Examinee Information

Important: Be sure to check examinees for possible hidden recording devices.

Complete the check-in process for one examinee at a time. Ask any additional examinees to remain in the waiting area.

Examinees scheduled to take more than one exam should be checked in before the start of each exam.

In most cases, when you check in an examinee that is pre-approved & scheduled for special accommodations, you see a listing of the special needs accommodations that are to be provided for the exam session.

Note: Centers receive a Special Accommodations Notification form in a fax or e-mail for any examinee requiring special accommodations prior to the examinee testing.

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Admitting the Examinee Information

Admitting the Examinee Information

Admitting the Examinee Information

You also see demographic information for the examinee. If the information agrees with the examinee's

You also see demographic information for the examinee. If the information agrees with the examinee's ID, the examinee may be checked in without further consideration. If the examinee's information contains an error, edit the information, if allowed. The system will automatically initiate a CPR for edits.

Centers Outside the U.S., U.S. Territories, and Canada Only: Important When making an

AP&C

AP&C

appointment to test with the Global Help Desk, examinees are told that the U.S. Treasury
appointment to test with the Global Help Desk, examinees are told that the U.S. Treasury

appointment to test with the Global Help Desk, examinees are told that the U.S. Treasury Department's Office of Foreign Assets Control (OFAC) regulations prevent Prometric from scheduling the appointment if they provide an address in an OFAC restricted country. Following this policy, TCAs should not modify the address of any examinee to an address in an OFAC restricted country.

AP&C

Centers Outside the U.S., U.S. Territories, and

Canada Only – Handling an Emergency Walk-In

Table 33. Emergency Walk-In Registration Information.

Emergency Walk-In Registration Information

An emergency walk-in examinee is:

an examinee who has previously scheduled an appointment through the Global Help Desk but

whose data has not been received at the testing center because of a failure in data communications

 

Or

an examinee who has been registered for the wrong exam

There are no other exceptions.

Call the Global Help Desk to verify the examinee's appointment. After the Global Help Desk has verified that the examinee is scheduled for a particular exam on today's date, the Global Help Desk will instruct you to run Test Communications. The examinee will then appear in the Roster View.

To print a sign-in Roster, select Examinee, Actions, Single Roster. Follow regular check-in procedures.

Important: When making an appointment to test with the Global Help Desk, examinees are told that the U.S. Treasury Department's Office of Foreign Assets Control (OFAC) regulations prevent Prometric from scheduling the appointment if they provide an address in an OFAC restricted country. Following this policy, TCAs should not modify the address of any examinee to an address in an OFAC restricted country. The OFAC restricted countries are Cuba, Iran, Iraq, Libya, North Korea and Sudan.

AP&C

Centers Only – Basic Guidelines for Checking ID

Table 34. Basic Guidelines for Checking ID.

Basic Guidelines for Checking ID

Note: Refer to the individual client practice for specific ID requirements. If you turn an examinee away for unacceptable ID, complete a CPR and process the examinee as a No-Show.

TCAs have the authority and the responsibility to prevent unauthorized admittance to the test center. Do not admit any examinee who does not present the correct ID or admittance papers.

If you refuse seating to an examinee for failure to present proper ID, it is not necessary to consult with the Global Help Desk unless the client practice dictates to do so or the examinee causes a disturbance.

Verification of ID must be done during check-in and for all breaks (both scheduled and unscheduled).

You are the only person who handles the physical ID documents. You must determine if the ID is presented by the examinee in our records and has not been altered or falsified in any manner.

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Basic Guidelines for Checking ID

If an examinee has a single name, it is acceptable if:

 

that single name appears in both first and last name fields on his/her computer record

NA, N/A, NoFirstName, NoLastName or similar language appears in either first or last name field

it matches the name on his/her valid ID (valid ID is defined by Prometric below)

Use the ID Checking Guide to verify the driver's license form.

The signature on the Daily Test Taker Roster must match the signature on the ID. It is acceptable to view multiple IDs in performing the signature match.

Write a portion of the ID number (for example, the last 4 digits on a driver’s license) and expiration number on the Daily Test Taker Roster. This is verification that you inspected the ID.

Consult the individual client practice for their unique ID requirements.

Document any unusual occurrences, listing all IDs reviewed, in a CPR.

If an ID is not signed, do not allow the examinee to sign it in front of you. Instead, ask for another form of signed ID.

If

the examinee arrives at the center without proper ID or with an expired ID, and s/he requests to return

later with proper ID and your schedule can accommodate the examinee, you may do so. Otherwise, inform the examinee s/he cannot be seated and mark him/her as a no-show.

Should you be forced to seat an examinee with insufficient ID because the examinee presses the issue and demands to be tested, seat the examinee and file a CPR. Retain a paper copy of the CPR with the video recording of the testing session (if available) on file for at least 60 days. Prometric’s Security Department will handle the situation from that point on.

Basic guidelines for determining whether an examinee's ID is valid.

Forms of primary ID must be original, non-expired (valid), photo-bearing, signature-bearing, and government-issued. Exceptions:

If the Primary ID presented does not have or require a signature, the TCA should request a second ID

that does contain a signature. The signature ID must have the examinee’s name pre-printed on the ID. File

a CPR whenever this situation occurs.

Many states have now gone to sending driver’s license renewal update cards or other renewal

documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

Any single ID with just a signature or just a photo (not both) is generally not acceptable as a primary form of ID.

Ideally, an acceptable form of Primary ID is one issued by a government agency and bears a signature, photo and expiration date. Such ID must not be expired.

No combination of ID cards with photos on some and signatures on others can replace one form of ID with both a photo and a signature.

Acceptable forms of secondary ID must bear a signature.

Any single ID with just a signature or just a photo (not both) requires presentation of a second ID. In this case, refer to the client practice to determine whether or not the examinee may be admitted.

Any ID that appears to be tampered with should be disallowed.

An exception to this is a formal (legal) change made by a government agency (such as a name change stamped on the back of a driver's license).

Do not accept an ID that has the issuing agency’s name altered or abbreviated in any way.

Closely examine ID that is bent, frayed, faded, torn or taped together, as it might pose a risk.

Do not accept an ID if the photo has been altered in any way. Look for cuts at the sides or the back of the photo. Look at the tape used to adhere the photo to the ID.

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Basic Guidelines for Checking ID

Basic Guidelines for Checking ID

Any ID that has a name represented in an alphabet other than English should be scrutinized closely. For example, the sound of a name may be represented on some documents as “Scha” and on other documents as “Chaw”. Although it is possible that these both represent the same person, if the ID presented does not match the spelling in the examinee’s computer record, it is not proof that you are testing the right person. In this case, ask for a second form of ID with the English name to verify against the Roster.

Business cards and letters of authorization can serve as introduction, but they do not prove identification of the person presenting them. These do not take the place of checking a valid ID.

TCAs have the authority and the responsibility to prevent unauthorized admittance to the test center. If you are in doubt about the validity of an ID, seat the other examinees first, and then call the Global Help Desk to confirm procedures for determining acceptable forms of ID in unusual circumstances.

AP&C

Centers Only – Allowable Name Variations

Table 35. Allowable Name Variation Information.

Details

Varies by specific client. Refer to the appropriate client practice for details.

IT

Centers Only – Basic Checking ID Guidelines

Table 36. ID Identification Guidelines.

General ID Verification Information

Exams require two forms of ID. Consult the client practice before check-in.

Verification of ID must be done during check-in and for all breaks (both scheduled and unscheduled).

If an examinee has a single name, it is acceptable if:

 

that single name appears in both first and last name fields on his/her computer record

NA, N/A, NoFirstName, NoLastName or similar language appears in either first or last name field

it matches the name on his/her valid ID (valid ID is defined by Prometric below)

Forms of primary ID must be original, non-expired (valid), photo-bearing, signature-bearing, and government-issued.

 

Exceptions:

If the Primary ID presented does not have or require a signature, the TCA should request a second ID that does contain a signature. The signature ID must have the examinee’s name pre-printed on the ID. File a Site Report whenever this situation occurs.

Many states have now gone to sending driver’s license renewal update cards or other renewal

documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

Forms of secondary ID must be an original and contain a signature.

Record a portion of the ID number (i.e., the last 4 digits of the Driver’s License) and the expiration date on the sign-in roster as a record that the ID was checked.

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IT

Centers Only – Allowable Name Variations

Table 37. ID Identification Guidelines.

 

Information

Some minor variance is allowed between the name appearing on the acceptable forms of ID and the name appearing on the Sign On Candidate dialog box.

Allowable name variations are:

Changes between informal and formal names (for example, Bob and Robert).

Reversal of names (for example, Smith John to John Smith).

Correction of an obvious typing error in creating the examinee record (for example, Huggins to Higgins).

Additional information:

Translated or transliterated versions of names are not allowable name variations. For example, if the examinee’s name on the ID is “Xiang” and the name on the Roster and in the Sign On Candidate dialog box is “Shawn,” the examinee cannot test.

If the examinee cannot produce ID in the name that appears on the screen, do not admit the examinee to the exam.

If the examinee insists upon being admitted, and not seating him/her will cause a disturbance, seat the examinee and submit a Site Report in the correct category.

Special Accommodations and Multi-Day Exams

Table 38. Special Accommodations and Multi-Day Exams.

Special Accommodations and Multi-Day Exams Information

See the Special Accommodations topics on the Electronic Manual web page for specifics on handling Special Conditions examinees.

IT

Centers Only – How to Check-in Examinees

Table 39. How to Check-in Examinees Guidelines.

Information

As examinees arrive, verify that the exam you have listed for each examinee is the correct exam.

If the desired exam is not listed on the appointment schedule, run Pulse for Today’s Processes. If the exam is still not listed, use Polaris to confirm that the examinee has a valid appointment. If so, contact the Global Help Desk.

If an examinee arrives early, you may allow the examinee to take the exam as soon as a seat is available.

Examinees that arrive more than 30 minutes past the scheduled appointment time should only be seated if it will not adversely impact your schedule for the rest of the day. If you cannot accommodate a late examinee, advise him/her that you will be reflecting him/her as a No Show. File a Site Report.

At the check-in area, advise examinees of the location of fire exits and any information on the safe evacuation of the building, location of rest rooms, prohibition of eating, drinking, and tobacco use in the exam room, and smoking regulations in the building.

Ensure that the examinee does not bring any prohibited items into the exam room.

Do not distribute medication, including aspirin, cough medicine, or other over-the-counter or prescription drugs.

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Information

Information

If examinees must take their own medication during the exam period, they must do so outside the exam room. The only medications that can be taken into the exam room without RCC approval are inhalers and bronchometers. Always inspect them before allowing them into the exam room.

IT

Centers Only – Check-in Procedures

Table 40. Check-in Procedures.

Step

Procedure

1

Confirm that the examinee has brought two forms of ID to the testing center; at least one containing a recent photo and both containing the printed name and signature.

Exception:

Many states have now gone to sending driver’s license renewal update cards or other renewal documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

2

Have the examinee sign in and enter the time on the roster.

3

Check the examinee’s ID.

a.

Check to be certain that the name on the examinee’s photo-bearing ID matches the name on the daily schedule.

b.

Check to see that the name and signature on the ID match those on the roster. Make sure the photo looks like the person presenting it.

c.

Write the type of ID, the last 4 digits of the ID number, and the expiration date on the roster.

d.

If you are uncertain that the ID matches the person presenting it, ask to see another form of ID. If you are still in doubt, refer to the client practice to determine whether or not to seat the examinee. In either case file a Site Report noting all IDs that were reviewed. Do not admit anyone who cannot produce acceptable ID. If you must turn away an examinee for unacceptable ID, submit a Site Report.

e.

If, to avoid a serious disturbance, you must admit an examinee without acceptable ID, submit a Site Report.

4

Provide the examinee with a TCR and ask him/her to complete it before completing check-in.

5

If the examinee presents a testing voucher, collect and destroy it. Vouchers do not need to be presented for admittance.

6

Check any devices such as calculators or reference materials the examinee has brought to exam to ensure s/he is allowed to bring them into the testing room (see the applicable client practice).

The use of non-programmable calculators is allowed by some clients; others allow specific types of calculators. Refer to client practices for specific information on each client. All calculators must have these features:

must be silent.

must have a self-contained power source.

may not include a printing mechanism.

may not include a full alphabetic character set.

7

Give the examinee two (2) note boards, a marker, and an eraser. Write the examinee’s ID number on the board as this is needed to start the exam. Nothing else should be written on note boards.

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AP&C

Centers Only – Check-in Procedures

Table 41. Check-in Procedures.

Step

Procedure

Some examinees cannot be admitted to test without an Authorization to Test. See the individual client practice for authorization prerequisites.

To admit walk-in examinees, see the appropriate section.

You must complete the activities below before permitting the examinee to enter the testing room.

1

Confirm that the examinee has brought the required photo-bearing ID and Authorization Letter and/or payment (if applicable) to center. Do not admit an examinee who cannot present the required entrance documents.

Note: See individual practice for specific admission requirements.

2

Have the examinee verify that his/her name and exam is correct on the Daily Test Taker Roster. Instruct the examinee to sign the Roster and indicate the time.

3

Check the examinee’s ID as follows. (Refer to the client practice for client-specific ID policies on things like allowable name discrepancies.)

 

a.

Check the examinee's signature on the Daily Test Taker Roster against the signature on the ID. If you are not sure they match, ask to see another form of ID.

 

b.

Make certain the photo on the picture ID matches the person presenting the ID. If in doubt, compare facial features. Ask if the examinee has another photo ID that contains a recent photo and engage him/her in friendly conversation to verify any discrepancies between his/her ID photo and his/her current appearance.

4

Collect the Authorization Letter (if any) and any program-specific forms (see individual client practices). Check the letter for the Authorization Number and number of exams for which examinee has paid.

5

Perform other program-specific security procedures as necessary such as thumb printing.

6

Check any devices such as calculators or reference materials the examinee has brought to exam to ensure s/he is allowed to bring them into the testing room (see individual client practice).

For centers outside the U.S., U.S. Territories and Canada:

When making an appointment to test with the Global Help Desk, examinees are told that the U.S. Treasury Department's Office of Foreign Assets Control (OFAC) regulations prevent Prometric from scheduling the appointment if they provide an address in an OFAC restricted country. Following this policy, TCAs should not modify the address of any examinee to an address in an OFAC restricted country. The OFAC restricted countries are Cuba, Iran, Iraq, Libya, North Korea and Sudan.

7

Remind the examinee that s/he must sign in/out when entering/leaving the testing room, verifying the information printed on the Daily Test Taker Roster.

8

Have the examinee place his/her personal belongings in a locker. Note the locker number next to the examinee's name on the Daily Test Taker Roster. Instruct the examinee to keep his/her ID with him/her at all times.

9

Remind the examinee that children, friends or relatives cannot remain at center.

10

Perform the normal UAS Check In procedures found in the UAS topics on the Electronic Manual web page.

Important: If an examinee is seating more than 30 minutes after the start time of his/her exam or you must restart an exam for an examinee, file a CPR.

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Open Book Exams

Table 42. Open Book Exams Information.

Information

Information

On some occasions, an exam allows the examinee to bring reference books into the testing room. This is considered an “open book” exam. The reference materials allowed will be listed in the client practice and the items brought must be verified against this list. Materials not mentioned in the client practice cannot be brought into the testing room. Monitor examinees taking open book exams very closely.

Check the reference books before allowing them into the testing room. Notations in the margins are allowed, but no extra papers. Upon completion of the exam, re-check the materials to be sure no test questions have been written down. If you find test information has been written into the materials, confiscate the material, if at all possible, and file a detailed CPR/Site Report in the correct category.

AP&C

Centers Only – Biometrics Capture

Table 43. Biometrics Capture.

Biometrics Capture Information

Biometrics Capture Information

To automate processes use as check-in, breaks and check-out, the Biometrics Identify Management System uses a digital fingerprint from the examinee to identify the individual.

See the Biometrics topics on the Electronic Manual web page for complete instructions.

Thumbprinting Examinees

Table 44. Thumbprinting Examinees Procedures.

Step

Procedure

UAS Check-in Scripting and individual client practices state if an examinee should be thumb printed at check-in. This is a service we offer at the request of (and cost to) our clients for added security for their tests.

IT
IT

Centers Only: No IT clients require thumbprints.

1

To thumbprint an examinee, have the examinee place his/her thumb (preferably of the right hand) straight down on the ink pad. It is not necessary to get an overabundance of ink on his/her thumb.

2

Have the examinee press his/her inked thumb straight down on the appropriate space on the Daily Test Taker Roster, or other client-supplied form to make a clear print.

3

The ink residue will rub off; however, offer the examinee a tissue to clean the remaining ink from his/her thumb.

4

Ensure that the tissue is discarded before allowing the examinee into the testing room.

AP&C

Centers Only – Image Capture Basics &

Procedures

Table 45. Image Capture Policy.

Image Capture Policy

Image Capture Policy

Many clients require that examinees have their photographs entered into the testing system as an additional means to check ID.

Image Capture is an automatic function of the UAS operating system at the Admin station.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Image Capture Policy

Image Capture Policy

If neither Image Capture nor the back-up digital cameras are functioning, call the Global Help Desk for additional instructions.

It is imperative that you capture the best image possible of each examinee, as Prometric and its clients may use these digital images in several ways. Some photos may be printed on score reports; others may be used on badges or certificates.

Basic Photographing Information

Table 46. Basic Photographing Information.

 

Basics

Image Capture is automatically initiated from the Examinee Check-In process if the exam requires it.

Based on the exam you are delivering, you will see either Rev 6.1 or Rev 6.2 Image Capture.

Be sure to consider each of the following items before taking the examinee's picture:

Framing the picture

Position the examinee so that his/her head and shoulders fill the image area.

Request the examinee remove any items that cause glare on the image.

If the examinee usually wears his/her glasses, they may remain on, but position the examinee to minimize any glare.

Picture background

Ensure the background area where you will position the examinee is free of all clutter or distractions.

Clutter and distractions include items such as wall hangings, chairs, doorways, hallways or other examinees.

Background should be plain and light colored.

Picture lighting

Indirect lighting should be used. Make sure it is adequate for the picture but does not shine brightly into the examinee's face.

There should not be a light source directly behind the examinee.

After you have adjusted the lighting, using the check the examinee's image in camera's view finder. If

his/her image is not clear, using the image quality buttons, adjust the contrast and brightness as needed.

Rev 6.1 Taking an Image Capture

Table 47. Procedure for Taking an Image Capture – Rev 6.1.

Step Procedure 1 The Prometric Image Capture screen appears.
Step
Procedure
1
The Prometric Image Capture screen appears.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Step Procedure 2 • Position the examinee so his/her neck and head are in the
Step
Procedure
2
• Position the examinee so his/her neck and head are in the picture area.
• Choose Adjust Image to adjust brightness, contrast, exposure, etc.
3
• If the image quality is good, choose Take Picture and go to step 4 to continue the process.
Or
• To retake the photo, choose Try Again after you have made the necessary adjustments.
4
• Choose Save to complete the image capture. Continue with step 5.
Or
• Exit to close Image Capture without saving the picture. Continue with step 6.
5
A confirmation message displays. Choose OK. The Image Capture process is complete. You will be
returned to the Check-In process to continue checking-in the examinee.
6
A
CPR will automatically generate. Complete it. When finished, click Send & Print.
Note: The Send & Print button will appear grayed out until you have typed your response in each of
the required fields.

Prometric

Revision 2.04 02-August-2011

Copyright ©2011 Prometric, Inc. Information herein is proprietary and company confidential.

Step

Procedure

7

If a back-up digital image capture is required by the client organization, you will be prompted with the following message boxes. See the SOP Topic – Back-Up Digital Pictures on Memory Cards on the Electronic Manual web page. Take the digital image and click