Professional Documents
Culture Documents
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. Prometric Testing Center, Prometric, and the Prometric logo are trademarks of Prometric, Inc. 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 meansgraphic, electronic, or mechanical, including photocopying, recording, taping, Web distribution, or information storage and retrieval systems, or in any other mannerwithout the written permission of the publisher.
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General ...................................................................................................................................... 1 The Safety of Test Center Staff and Examinees ........................................................................ 1 Threats to the Safety of Test Center Staff and Examinees .......................................... 1 When an Examinee Reports Stolen Belongings .......................................................... 2 Requests for Examinee Information ............................................................................ 2 Weapons Policy ......................................................................................................................... 2 Security of the Test Center and Exams ...................................................................................... 3 Examples of Test Center Security Threats .................................................................. 3 File Server Protection .................................................................................................. 3 Center Unique Disk (CUD) ......................................................................................... 3 IT Centers Only APTC Security of Hardware and Software. ................................................. 4 Threats to Test Security ............................................................................................................. 4 Examples of Test Security Threats .............................................................................. 4 Test Security What to do .......................................................................................... 5 AP&C Centers in the U.S., U.S. Territories, and Canada Only Perimeter Security Systems........................................................................................................................ 5 Break-Ins ................................................................................................................................... 6 AP&C Centers Only Surveillance .......................................................................................... 7 Video and Audio Surveillance..................................................................................... 7 Daily Audio and Video Check .................................................................................... 7 The Special Conditions Room ................................................................................................... 8 Center Passwords....................................................................................................................... 8 Opening the Test Center ............................................................................................................ 9 AP&C Centers Only Prometric Testing Center Regulations Form ........................................ 9 IT Centers Only Test Center Regulations Form ..................................................................... 9 Storage of Personal Items ........................................................................................................ 10 Emergency Medical Devices and Medication ......................................................................... 10 Checking In the Examinee - Inspection ................................................................................... 10 Checking the Examinee for Prohibited Items ............................................................ 10 Head Coverings/Headgear/Religious Articles and Jewelry ....................................... 11 Kirpan ........................................................................................................................ 11 Clothing ..................................................................................................................... 12 Earplugs..................................................................................................................... 12 Prohibited Items Policy ........................................................................................................... 12 Prohibited Items Policy ............................................................................................. 12 List of Prohibited Items ............................................................................................. 13 When an Examinee uses a Prohibited Item during the Exam .................................... 13 Checking the Examinees ID ................................................................................................... 14 General ID Verification Information ......................................................................... 14 Acceptable IDs .......................................................................................................... 15 Tampered/Altered IDs ............................................................................................... 15 Checking ID during Check-In ................................................................................... 16 AP&C Centers Only - Biometrics Capture .............................................................................. 17 Manual Biometric Capture ........................................................................................ 17 Electronic Biometric Capture .................................................................................... 18 AP&C Centers Only - Digital Photos ...................................................................................... 18 Proctoring of Exams ................................................................................................................ 18 Examinee Misconduct - What to Do........................................................................................ 19 Examinee Misconduct ............................................................................................... 19
Examples of Examinee Misconduct .......................................................................... 19 CPR/Site Reports Basics ......................................................................................................... 20 Submitting CPRs/Site Reports .................................................................................. 20 CPRs/Site Reports for Security Problems ................................................................. 21 Test Center Staff ...................................................................................................................... 21 TCAs ......................................................................................................................... 21 TCA Security Responsibilities .................................................................................. 22 Conflict of Interest Restrictions................................................................................. 22 Test Center Staff Misconduct .................................................................................... 23 Secret Shop and Site Audits .................................................................................................... 23 Secret Shops .............................................................................................................. 23 Site Audits ................................................................................................................. 24 Visitors and Observers............................................................................................................. 24 Facility/Security Breach Form ................................................................................................. 25 Exhibit 1 - Facility/Security Breach Form ............................................................................... 26 Exhibit 2 - TCA Confidentiality Agreement ........................................................................... 27 Exhibit 3 - Prometric Testing Center Regulations ................................................................... 28
Prometric
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 All details will be considered global and apply to all centers except where otherwise indicated.
Prometric
General Information
Do not discuss Prometric business with any members of the media or allow pictures of the center to be taken. And do not allow the Press to remain at the test center (unless they present a Letter of Authorization/LOA). Refer them to Prometric corporate offices. It is important to protect the personal identity of everyone at your test center. Individuals who are not examinees or Prometric representatives may call test centers requesting information about examinees or programs. Such requests may come from someone claiming s/he is an examinees employer or family member. The Standard Operating Manual and Standard Operating Procedures Topics have detailed information on personal identification data needed before handling examinee records. Test Center Administrators (TCAs) are not to discuss, publish or in any other way reveal examinee information such as name, score, or confirmation number for any purpose to include marketing.
Weapons Policy
Table 4. Weapons Policy.
Weapons Policy
This policy applies to examinees, visitors, and employees. Weapons of any kind are prohibited in all Prometric testing centers. Only Law Enforcement personnel acting in an official capacity, not as an examinee, may carry weapons. If an examinee, such as law enforcement person in uniform or off duty attire, brings a weapon to the test center, s/he must store it in his/her vehicle (or a locker) until s/he is ready to leave the center. Any exceptions to this policy must be pre-approved through the Prometric Security Department and Special Accommodations team. A kirpan (short steel religious sword), an article of faith, meeting the requirements set forth in Table 22 will be allowed.
Prometric
CUD Information
Important: Effective May 10, 2010 new centers and/or some rebuilt servers will no longer have floppy drives, nor require CUDs. In those cases, skip any instructions for CUDs. The CUD, if used at your center, contains center-specific information needed to perform Open for Business (UAS system only). The CUD should be stored in a locked file or drawer separate from other disks, and not with the file server. During use, it must be kept in the physical possession of a staff member. Do not permit examinees to handle the CUD at any time. If your center requires use of a CUD and opens more than five (5) consecutive days without the system requesting the CUD, alert the Global Help Desk.
Prometric
The machines for the prohibitions listed above include the Admin System, Server, and Test Workstations, used to deliver Prometric exams. Finally, when machines are NOT being used to deliver Prometric exams, and are logged in under Admin, Training Credentials, etc., no attempts should be made to access Prometric File Directories. Attempts to violate any of the prohibitions listed above can result in immediate termination of your Test Center Operating Agreement.
Prometric
AP&C Centers in the U.S., U.S. Territories, and Canada Only Perimeter Security Systems
Table 11. Security Systems.
Security Systems
Many centers are protected by the Prometric supplied ADT Security system. This is a stand alone system designed as a first line of defense in the protection of the intellectual property stored in the test center. When the test center is not in operation, the system is to be active and armed. ADT will monitor and report to Prometric regarding hours of activation for the alarm system. In centers with the Prometric system, each certified TCA must have an individual code. The cleaning crew must be directed in appropriate use of the alarm system and should be issued a cleaning crew code. You may also request a special code for your property management team. Should the alarm be set off, a siren will sound and the national monitoring center will automatically be notified. The police may be dispatched unless you notify Prometric immediately that you (and the center) are safe and secure. Notify ADT at 1-800-428-7124 in all cases of false alarms. To disarm the system: Upon entering your testing center, you will hear the alarm system and see a small flashing light on the ADT keypad. You will then have 45 seconds to disarm the security system. Enter your four-digit code and 1 on the ADT keypad. (A successful disarming will shut off the alarm sound and cause the flashing light to stop.) Important: Should you accidentally set off the alarm, shut the system down by repeating the disarm procedure. This time try pressing 1 twice after entering your code. The first 1 should shut off the alarm, the second should reset the system.
Prometric
Security Systems
To arm the system: Ensure all door contacts are in the closed position with the contacts touching. Pause briefly in front of the ADT keypad to allow the motion sensor to reset. At the keypad, enter your assigned four-digit code and then press 2. You then have 45 seconds to leave the room once you hear the synchronous tones and see a flashing light on your keypad. Leave the testing lab and ensure the door is locked behind you. The security system completes the arming sequence at the end of the 45-second delay. To activate/deactivate the chime: Enter your four digit code followed by the number 9 to deactivate the chime. Enter your four digit code followed by the number 9 to re-activate the chime.
Note: Some test centers have panels that require you to press On, Off, Away, etc rather than 1 or 2. Consult your manager if you are unsure which type of panel your test center has. Service calls: If your security system is not working properly, call ADT toll free at (800) 428-7124. Inform them that you are a Prometric National Account. Provide your center address. They can assist remotely or schedule a service call. If they are not able to help, contact the Prometric Security Department Hotline at 800-815-5589. Important: Do Not call this number for general security questions. Alarm code changes: You must notify Prometric whenever you hire or terminate employees for your test center so that their unique ADT codes can be added or deleted. For ADT code changes contact your Channel District Manager. Include your test center number and names of employees needing new codes or deletion from the system. S/he will coordinate with Prometrics Security Department.
Break-Ins
Table 12. If You Suspect a Break-In.
General Information
If the center entrance door shows illegal entry/break-in, do not enter the center without local authorities present. Call authorities from a neighbors phone. Immediately call the Global Help Desk. Notify your supervisor. Complete a Facility/Security Breach Form (see Table 49. Facility/Security Breach Form.). DO NOT: clean up run Open for Business touch anything discuss the suspected break-in with examinees or clients
Prometric
Note: After 24 hours, a malfunctioning recording system constitutes a state of center down for several clients. Center down status means that there will be examinees for certain clients who may not be tested. The Global Help Desk team will be able to help you determine which examinees must be rescheduled if the equipment cannot be repaired immediately All testing sessions must be video and audio recorded. All public areas of the testing facility may be video and audio recorded. This includes the locker, admin and reception areas. The audio/video taping sessions protect center staff, the client sponsoring the exam and the examinee. Recorded videotapes must be kept in secure storage for 30 days in the event Prometric requests access to t them. On the 31st day you may re-record the tape. Replace with new blank tapes (available from order entry) twice each year. At the beginning of each test day, before examinees are allowed to start testing, the recording system must be checked. To perform this check and prepare for the first examinee, follow the procedures listed in Table 14. Daily Audio and Video Check Procedures.. Videotapes will frequently be requested by Prometric or ETS. When requested, the tapes should be transported only by a registered carrier - FedEx, DHL, US Mail Overnight, or UPS are preferred carriers. The tracking number supplied by the carrier must be retained at the center and reported in a CPR the day the tapes are sent. The Global Help Desk, Prometric security, or other Prometric employee will review the shipping procedures with you
Daily Procedures
Label tape with the date and your center number. Rewind tape to beginning and start recording. In clear view of the surveillance camera recite: The days date Center number and location Your name Purpose of the recording: This is an Audio and Video check. Rewind tape to the beginning and play the recording back to confirm that sound levels are appropriate, video images are being recorded, and the date/time stamp appears. Ensure that your VCR is set to record in 24-hour mode. Contact the Global Help Desk immediately if you are unsure which speed your VCR is set for. Stop playback after the recording has been confirmed and switch to record mode to begin recording the days testing session. Do not rewind to beginning and record over announcement. The announcement should be evident on all tapes stored at the site for 30 days.
Prometric
Daily Procedures
Important: Failure to record testing sessions is grounds for immediate suspension of TCA certification, which would make you ineligible to work in the testing center and could jeopardize the test centers contract to deliver exams. Video recording is a critical function of our exam delivery service, and inability to record a session may be grounds for canceling exams until the problem is fixed, for some or all of our client programs. If there is any disruption in this service, it must be escalated to the Global Help Desk team immediately. Be sure to note the tracking number for any issues escalated to the Global Help Desk. If recording (both audio and video) is not repaired within 48 hours of a reported malfunction, you must escalate the issue to both Channel Management and Prometric Security. Ensure workstation numbers are facing the cameras so they can be clearly viewed. If your time and date stamp are incorrect and you cannot fix them, contact the Global Help Desk. Instructions for operating the video recorders in our centers are included in a separate user guide.
Center Passwords
Table 16. Center Passwords.
Center Passwords
There are a variety of systems within a Prometric test center that use password protection. It is very important to protect these passwords and to use unique passwords for each person when applicable. Do not store file server passwords. The Global Help Desk will provide the Server password to the Manager or TCA when necessary. Staff members should know only their individual passwords. No staff member should share their password, or make it accessible to anyone else, including other staff members. Do not keep written or otherwise documented records of passwords.
Prometric
Prometric
Important: If the examinee has been approved by the Special Accommodations Department, s/he must use the Special Conditions Room.
Information
Ensuring that prohibited items are not brought into the testing room is a primary responsibility. Do the following for every examinee. The following must be done prior to each entry into the test room, to include the return from breaks. Instruct the examinee to turn his/her pockets inside out to verify s/he has no personal items on his/her person.
Prometric
Information
Instruct the examinee to pull up his/her sleeves to ensure s/he is not wearing a watch or have notes on or about his/her person. Visually inspect (but do not touch) head coverings for hidden wires, Post-it notes, or any item that might be used during the exam. Important: Do not ask the examinee to remove the head covering. Visually inspect any heavy-framed glasses, large jewelry and any religious items worn as jewelry. Do not physically handle the items. Ask the examinee to remove the item and hold it in front of you for inspection, turning it over so the reverse side can be inspected. Note: Except for a kirpan, religious jewelry must be worn and remain in full view at all times. Visually inspect articles of clothing the examinee is wearing such as loose fitting apparel, sweaters or jackets. Do not ask the examinee to remove the clothing for inspection. Note: Items such as sweaters or jackets must be worn as intended and not draped around waists or draped over chairs. Visually inspect any earplugs brought to the exam to ensure they do not contain any electronics or wires. Do so by asking the examinee to hold the earplugs in front of you and squeezing them between his/her fingertips. Note: Earplugs with cords attached are not allowed.
Information
Head Coverings (headgear) claimed to be worn for religious purposes are permitted. Typical head coverings may include hats, turbans, scarves, and yarmulkes. All head coverings that are claimed to be worn for religious purposes are allowed in the testing room, unless the client specifically prohibits it. In those cases, a splash screen will appear during check-in alerting the TCA to this prohibition. If you see the examinee either remove or put anything into the head covering during the exam, request the item. If the examinee refuses, consult the specific client practice to see if the examinee is allowed to continue his/her exam. This constitutes examinee misconduct and must be reported in a CPR/Site Report as a breach in the exam security. Religious items, except for religious jewelry or a kirpan see Table 24. Kirpan Information., are prohibited in the testing room. Religious items worn as jewelry, such as Rosary beads and Kabbalah bracelets, are permitted in the test room after being visually inspected. Note: Due to test center security regulations forbidding items in pockets, religious jewelry must be worn and remain in full view at all times.
Kirpan
Table 24. Kirpan Information.
Information
A Kirpan is a short steel religious sword that members, both male and female, of the Sikh religion are required to wear at all times. It will be admitted into the test center under the following circumstances.
Prometric
Information
The Kirpan should not exceed 7 inches in total length, including the sheath. If upon inspection, the Kirpan exceeds 7 inches, Prometric retains the discretion to exclude the Kirpan from the testing center. The Kirpan should be tightly secured to the gatra (cloth strap that keeps the Kirpan tight next to the body and makes the Kirpan difficult to remove). It should be worn on a gatra (cloth strap) underneath clothing so that it is not readily visible.
Clothing
Table 25. Clothing Information.
Information
Loose fitting apparel can conceal wires. Do not ask the examinee to remove clothing, but be extra vigilant in your proctoring duties to ensure no devices were hidden and used during the exam. The examinee is not permitted to keep sweaters or jackets tied around his/her waist or draped over his/her chair. The examinee must either wear the item in a normal/typical fashion or store it in his/her locker or vehicle.
Earplugs
Table 26. Earplugs Information.
Information
The examinee is permitted to use his/her own soft earplugs. Inspect the earplugs prior to admitting the examinee to ensure they do not contain any electronics or wires. Exception: Examinee-supplied earplugs with cords attached are not allowed.
Prometric
Prohibited Items
The following items are strictly prohibited in the exam room, unless the client practice states that it is allowed. Personal items Medications (except for Nitroglycerin tablets and inhalers) Candy Food and/or drink Books, pamphlets, and dictionaries Communication devices of any nature, including cell phones, pagers, PDAs, etc. Watches of any kind analog/digital, etc. Examinee-provided keyboards Eye glass cases Highlighter pens, personal writing instruments Language translation dictionaries Lanyards, or the cords that allow glasses to hang around a persons neck Laptop computers Listening devices, including radios or stereos with headphones Non-religious headwear Papers of any kind (unless issued by Prometric) Wallets, purses or backpacks Recording, copying, and photographic devices Slide rules, rulers, compasses, and protractors Stencils, colored overlays Religious items, except for religious articles and jewelry
Prometric
Prometric
Acceptable IDs
Table 31. Acceptable ID
Acceptable ID
Acceptable forms of ID vary by client. Consult the check-in splash screen and/or the specific client practice if you are unsure whether or not the ID being presented is acceptable for admittance to a particular exam. Typically, ID within the following categories can be accepted during examinee check-in: Government-Issued Photo/Signature IDs include: Driver's license Passport Passport Cards Military ID Welfare card Green card/Alien registration card Social insurance card Other government-issued ID with photo National identification card Note: Some Military IDs and Passport Cards do not contain signatures. They are still acceptable as long as the ID is presented with a secondary ID containing a signature. Exception: Many states have now gone to sending drivers license renewal update cards or other renewal documentation. Therefore, an expired drivers license may be accepted as allowable ID as long as the examinee presents a drivers license renewal card (or similar documentation issued by the state). However, both must be presented. Signature/Secondary IDs include: Government employee ID University or College ID Credit card Check cashing card Non-government employee ID Health insurance card Unacceptable IDs include: Birth certificate Birth registration Movie rental card Social Security card
Tampered/Altered IDs
Table 32. Tampered/Altered IDs Information.
Prometric
General Information
These are the four objectives to meet as part of the check-in process: 1 Does the ID photo looked like the person? Hold the ID up to the examinees face. Compare facial features: eyes, nose and mouth. If you are still unsure, ask the examinee for another photo ID that contains a recent photograph. Engage the examinee in friendly conversation to verify that s/he used to have a beard; s/he changed hair style/color; etc. If the difference is weight related, check the physical description and compare it to the examinee. If the examinee is wearing religious clothing that obscures his/her face (such as a face veil), ask him/her to step into a private room where a staff member of the same sex can verify his/her identity. If no TCA of the same sex is available, ask an examinee of the same sex for assistance in verifying the persons identity. (Be sure to write a detailed CPR on the situation.) If no one of the same sex can verify examinees identity, and s/he refuses to remove the face covering, do not admit the examinee to the exam. File a detailed CPR/Site Report. Does the name on the ID match the computer record? Compare the full name on the sign-in roster to the ID presented. Consult the specific client practice for acceptable name variations (i.e., formal to informal Phillip versus Phil). Does the signature on the ID match the signature in the sign-in roster? Place the ID beside the examinees signature on the roster. Compare the ID signature to the signature written on the sign-in roster. Ask for additional ID if you have any doubts about the match.
Prometric
General Information
4 Does the ID meet Prometric's definition of acceptable? Ensure it is an original, valid (not expired), government-issued ID and it contains a photograph and/or signature, (varies, by client and primary or secondary identification). Exception: Many states have now gone to sending drivers license renewal update cards or other renewal documentation. Therefore, an expired drivers license may be accepted as allowable ID as long as the examinee presents a drivers license renewal card (or similar documentation issued by the state). However, both must be presented. An honest examinee will never object to proving his/her identity and s/he will usually be able to produce multiple forms of ID. If you are still in doubt of the examinees ID match, do not seat him/her. Instead: Write a detailed CPR/Site Report noting all the IDs that were reviewed. (A CPR/Site Report does not need to be written when the primary ID met all requirements and the additional ID was only used to back up/verify the primary ID.) If an examinee presses the issue and insists on being seated, and doing so is the only way to control the situation, seat the examinee and write a detailed CPR/Site Report. Place a copy of the CPR/Site Report with the videotape (if available) and retain for at least 30 days. The Client/exam sponsor will determine whether or not to accept the exam results.
Check the examinees photo ID each time s/he enters and re-enters the testing room. The examinee must sign and note the time on sign-in roster whenever s/he enters or leaves the testing room (to include upon exam completion). Upon re-entry, verify the examinees signature and compare the ID photo to the examinee.
Important: If a passport is presented as ID, check the passport pages for any written notes (either on the pages of the passport or loose paper inserted inside) upon each entry into and exit from the test room. If any writing is found, file a CPR documenting the discovery and details. If the writings are on loose pages, confiscate the pages and return the passport to the examinee. If the writing appears on the passport pages, do not return the passport to the examinee until after s/he has completed the exam or been terminated. Retain any loose written notes until requested by the Security Team. See Table 29. When an Examinee uses a Prohibited Item during the Exam. for additional instructions
Prometric
Digital Photos
This task is an automatic function of the UAS operating system at the Admin station. Position the examinee so that his/her head and neck 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. Be sensitive to hats and scarves worn for religious reasons. Request the item be positioned so that maximum facial exposure is captured. Position the examinee so that the item does not cast a shadow on his/her face. If the system fails to capture an image and the client requires a digital photo: Make sure it is a good likeness before seating the examinee. File a CPR/Site Report stating a digital photo was taken of the examinee. For additional instructions/procedures go to the SOP Topic Check-In - Back-Up Digital Pictures on Memory Cards Basics & Procedures.
Proctoring of Exams
Table 37. Proctoring of Exams.
General Information
Prometric requires continuously monitoring of exams. This is done by: Physically walking through the testing room every 8-10 minutes. Looking closely at the desktops for prohibited items. (See Table 28. Prohibited Items. for examples.) Observing examinee behavior for suspicious actions. These actions may include the examinee: watching the TCA frequently touching his/her clothing holding objects up to the monitor being nervous when the TCA enters the lab Walking through the testing room every time you enter it to seat an examinee or answer a question.
If monitoring is done visually through a glass window and/or via a surveillance monitoring system: and the surveillance system is equipped with audio, turn the audio to a comfortable listening level. ensure the number of each testing station is clearly displayed on the video monitor. have the cameras directed at the desktops so the examinees hands can be seen.
Prometric
Examinee Misconduct
It is important for the TCA to maintain an atmosphere conducive to testing at all times. Examinees are often under a great deal of stress and their behaviors may affect the atmosphere in the center. Be authoritative and take control of all situations in a professional, polite manner. Warn any examinee that engages in misconduct to stop their behavior. Have another employee co-witness the misconduct. Advise that you are required to submit a report to Prometric Headquarters regarding misconduct. If the examinee is in the testing room, ask the examinee to step into the proctors area. If possible confiscate any prohibited materials in the examinees possession. If an electronic device was involved, record the make, manufacturer & model of the device. Good documentation of the sequence of events in a CPR/Site Report will allow the client to determine whether or not to accept the examinees score. Always retain the videotape in cases of misconduct. Prometrics Security Department will request it during their investigation. If you feel in imminent danger for yourself or others at the center, call building security or your local emergency services agency and report the threat. If an individual causes a serious disturbance and will not leave the testing center, call building security or the local emergency services agency. Retain any materials related to the event, as they will be requested by the Prometric Security Department. File a detailed CPR/Site Report regarding the incident. Prometrics Security Department will contact the testing center for a full report and to gather any evidence retained.
Examples of Misconduct
Giving or receiving assistance of any kind. Using any prohibited aids. Attempting to take an exam for someone else. Failing to follow test regulations or instructions of the TCA. Causing a disturbance of any kind. Removing, or attempting to remove, exam questions and/or responses (in any format) or notes about the exam from testing room. Attempting to remove scratch paper or erasable note boards from the testing center. Tampering with the operation of the computer, or attempting to use it for any function other than taking the exam.
Prometric
Prometric
Note: Prometrics Security Dept. require all confiscated materials as part of their investigation; make a copy of any materials returned to the examinee. Use subject code #1 Theft or #2 Candidate Misconduct for all Security related CPRs/Site Reports. If electronic devices were being used, complete the following: Type of device: Manufacturer: Model: Serial Number: What was being transmitted or recorded using the device? Final status or resolution of incident. Include whether the examinee finished his/her exam or not.
Important: Set the video from this date aside as Prometric will ask for it as part of their investigation. Do not re-record unless Prometric has confirmed that they do not need it. If a 3rd party was involved in the incident (Building Security, Police, Press, etc.), immediately contact the Global Help Desk: AP&C Centers in the U.S., U.S. Territories, and Canada only: and the Security Hotline at 800-815-5589.
TCAs
Your Prometric test center is required to have the following certified staff: AP&C Centers Only: 2 TCAs IT Centers Only: Centers delivering ten or less exams at the same time - 1 TCA Centers delivering eleven or more exams at the same time - 2 TCAs It is highly recommended that two or more TCAs be certified in every location. This provides coverage for breaks, vacations, sick leave, etc. Re-certification is required on an annual basis, and may be requested more often.
Prometric
Prometric
Secret Shops
Prometric & our clients routinely conduct 3rd party Secret Shops of our testing centers. Other audits are also done via examinee exit surveys, on-site audits by Prometric personnel, videotape reviews, etc. The secret shopping program involves sending licensed investigators into the test centers posing as examinees to take exams, evaluate quality & security, and try to breach the centers security. Test centers are selected for shops from standard criteria: low quality scores from examinee exit surveys, allegations of problems from examinees or clients, etc. A standard shop report form is used to evaluate the sites adherence to Prometric quality & security policies and procedures. Test centers that fail the Secret Shop are put through corrective action to cure the lapses. This may include suspension of testing, installation of a Prometric Operations Manager on premises, re-training of staff, staff termination, physical security enhancements, etc. The Security Department may permanently decertify TCAs or even terminate our contract with the test center depending on the severity of the issue. A global communiqu is sent out each month reminding test centers of this program and potential consequences for failure.
Prometric
Secret Shops
Many of Prometrics Academic and Professional Licensure clients also conduct their own secret shops of our test centers. This is done to help the clients understand the complete examinee experience in taking their exams, rather than to audit the centers. However, any lapses observed during these shops will be immediately communicated to the clients Account Management team. They will work with the Security Department to implement corrective action. Severe lapses may result in a clients suspending delivery of their exams at the offending site.
Site Audits
Table 47. Site Audits.
Site Audits
Site audits are routinely conducted by Prometrics network of Managers. Sites may be selected for audits from criteria such as examinee complaints, poor quality surveys, new staff hired, etc. Site audits are usually announced and involve a thorough review of test center operations, records, facility, etc. They may last several days and usually involve formal training sessions for all staff. For complete details on these visits contact your District Manager or TOM.
General Information
Occasionally, Prometric will authorize a visitor to observe your center operations. Prometrics clients are permitted to visit test centers to observe & inspect operations. There are strict policies governing how these visits must be conducted so that examinees are not disturbed. Prometric Security Department will always issue a Letter of Authorization (LOA) to visit. This letter must be presented along with proper ID. IT Centers Only: Visitors to IT delivery centers do not require Letters of Authorization. Client visitors must obtain a LOA in order to visit a test center. LOAs can be obtained through the clients account manager and bear the signature of Prometrics Director of Global Security. LOAs will be valid only for the date of the visit, and stipulate the conditions of the visit. There are a select number of clients who also issue LOAs. All visitors must sign in on the daily roster and show ID. File a CPR with the visitors name, company affiliation, and any other pertinent information about his/her visit. If you are in doubt about the ability to accept an LOA that is presented, call your Prometric District Regional or Territory Operations Manager. Visitors are not allowed to take photos of the facility at any time, enter the test room while examinees are testing, nor are they allowed to interrupt the TCA in the course of their duties. Visitors are not allowed access to any center equipment: admin station, file server, surveillance, etc.
Prometric
General Information
Visitors may ask the TCA questions if s/he is not engaged in assisting examinees. In some cases, the visitors may be a Prometric staff member or a contractor dispatched by the Global Help Desk to correct a problem and s/he may need to access center equipment. In these cases, the LOA will specifically state that the visitor should be allowed to access equipment.
General Information
If you arrive to open the test center and confirm there has been a break-in, notify Prometrics Security Hotline and the Global Help Desk immediately. Also, contact the police. Complete the following information sheet as soon as possible and submit to Prometric Security. See Exhibit 1 - Facility/Security Breach Form Do not release this information sheet to any individual, client or media representative at any time.
Prometric
1. Location of physical break-in: Prometric Testing Center Number: _______________ Address:______________________________________________________________ _____________ City/State:__________________________________________________________________________ 2. Date/time break-in was discovered and by whom 3. Test Center Administrator's name and phone number 4. Center owner's name and phone number 5. Date/time police were notified 7. Names of responding officers 8. Phone number of responding officers 9. Police report number 6. Date/time police responded
10. How did the thief break into the facility? Was there physical damage to the facility? 11. Which items were compromised or taken and their property tag and serial numbers (did the thief break into desks, safes, file cabinets, server cabinet? What pieces of equipment were stolen? Were any test materials stolen? Which one(s)? Were the CUDs taken? Were the test session videotapes taken? 12. Replacement value of items taken (estimated). 13. Replacement value of information compromised, if known (estimated). 14. Attach an itemized report about the physical damage to the Test Center and cost to replace/correct damage. 15. If there are any other tenants in the building, did they experience a break-in and loss of property? When? What tools were used? 16. If the building or Test Center has an anti-theft alarm, did it work properly? 17. Any other information that may be useful, i.e., do you recall seeing anyone watching the Test Center? Have any employees been terminated recently? 18. Send the security tape, if it was running when the break-in occurred, or photographs of the Test Center and point of entry. This information sheet is to be completed as soon as possible and submitted to Prometric Security. Do not release this information sheet to any individual client or media representative at any time. Contact the Helpdesk and the Security Hotline at 800-815-5589 immediately. CONFIDENTIAL HANDLE WITH CARE Test Center Security Guide Copyright 2009 Prometric, Inc. Information herein is proprietary and company confidential.
Prometric
By way of example, but not an exhaustive list, Tests include such tests as the US Medical Licensing Examination, the Uniform CPA Examination, the Medical College Admission Test, the Test of English as a Foreign Language, the Graduate Record Exam and any other Test that is administered by Prometric. I understand and agree that the Prometric client reserves the right to invalidate other persons' or my own test scores or test results where I have violated the guidelines above. Under no circumstances will I provide or allow access to any Test or to any proprietary test delivery software to any third parties, except for persons who are registered to take the Test. I further understand that legal action can be brought against me for any failure by me to discharge my responsibilities hereunder.
(Signature here) I acknowledge that acceptance of this agreement electronically by check box or proceeding to the TCA examination is as binding as a written signature.
Prometric
1. You will be continuously monitored by video, physical walk-throughs and the observation window during your test. All testing sessions are video and audio recorded. 2. You must present valid (unexpired) and acceptable ID(s) in order to take your test. Validity and number of IDs required is predetermined by your test sponsor. 3. You are required to sign out on the test center roster each time you leave the test room. You must also sign back in and show your ID to the Test Center Administrator (TCA) in order to be re-admitted to the test room. 4. You are prohibited from communicating, publishing, reproducing, or transmitting any part of your test, in any form or by any means, verbal or written, for any purpose. 5. You must not talk to other candidates or refer to their screens, testing materials, or written notes in the test room. 6. You must not use written notes, published materials, or other testing aids, except those allowed by your test sponsor. (The TCA will refer to the applicable client practice for allowances.) 7. You are allowed to bring soft ear plugs or center-supplied tissues in the test room. 8. Any clothing or jewelry items allowed to be worn in the test room must remain on your person at all times. Removed clothing or jewelry items must be stored in your locker. 9. You must not bring any personal/unauthorized items into the testing room. Such items include but are not limited to: outerwear, hats, food, drinks, purses, briefcases, notebooks, pagers, watches, cellular telephones, recording devices, and photographic equipment. Weapons are not allowed at any Prometric Testing Center. You will be asked to empty and turn your pockets inside out prior to every entry into the test room to confirm that you have no prohibited items. 10. You will be scanned with a metal detector wand prior to every entry into the test room. If you refuse, you cannot test. 11. You must return all materials issued to you by the TCA at the end of your test. 12. You must comply with the policy of your test sponsor regarding the use of phones during scheduled breaks in your test. 13. Your test may have either scheduled or unscheduled breaks which are determined by your test sponsor. The TCA can inform you what is specifically permitted during these breaks. 14. Repeated or lengthy departures from the test room for unscheduled breaks will be reported by the TCA. 15. If you need access to an item stored in the test center during a break such as food or medicine, you must inform the TCA before you retrieve the item. You are not allowed to access any prohibited item (as defined by the client practice applicable for the test you are taking). 16. You must conduct yourself in a civil manner at all times when on the premises of the testing center. Exhibiting abusive behavior towards the TCA, or any other staff member of the test center, may result in criminal prosecution. 17. To protect the privacy of all testers, the TCA can neither confirm nor deny if any particular individual is present or scheduled at the test center. 18. Persons not scheduled to take a test are not permitted to wait in the test center. Note: Client practice policies applicable to individual exams may supersede any of these regulations.
Prometric