StandardOperatingProceduresGuide PDF

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 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.
Standard Operating Procedures Guide Standard Operating Procedures
1 1
General ...................................................................................................................................... 1 Prometric Test Administration Lexicon .................................................................................... 1 Authorization to Conduct Testing ............................................................................................. 1 AP&C Centers Only Opening for Testing .............................................................................. 1 AP&C Centers Only Ordering/Returning Testing Materials .................................................. 3 AP&C Centers in the U.S., U.S. Territories, and Canada Only Second Admin Station ........................................................................................................................................ 4 IT Centers Only Opening for Testing Procedures .................................................................. 4 AP&C Centers Only The PTC Web Page and Daily Communications .................................. 5 IT Centers Only The APTC Web Page and Test Center Communications ............................ 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 Centers Only Registering/Scheduling an Examinee for a Test .......................................... 8 AP&C Centers in the U.S., U.S. Territories, and Canada Only Scheduling an Examinee for a Test ................................................................................................................... 8 AP&C Centers Outside the U.S., U.S. Territories, and Canada Only Scheduling an Examinee for a Test ........................................................................................... 9 AP&C Centers Only - Authorization Letters ............................................................................. 9 AP&C Centers in the U.S., U.S. Territories, and Canada Only Acceptable Payment Types .......................................................................................................................... 9 AP&C Centers in the U.S., U.S. Territories, and Canada Only Payment Processing for All Exams Except ETS .................................................................................... 10 AP&C Centers in the U.S., U.S. Territories, and Canada Only Payment Processing for ETS Exams ...................................................................................................... 11 AP&C Centers in the U.S., U.S. Territories, and Canada Only Handling Refunds .................................................................................................................................... 11 AP&C Centers Outside the U.S., U.S. Territories, and Canada Only Processing Test Fees ................................................................................................................ 11 IT Centers Only Processing Test Fees .................................................................................. 11 IT Centers Only Vouchers .................................................................................................... 12 Waiting Area ........................................................................................................................... 13 AP&C Centers Only UAS Check-in Scripting ..................................................................... 13 IT Centers Only Roster ......................................................................................................... 13 IT Centers Only Providing the Test Center Regulations Form ............................................. 13 Acceptable and Expected Communications with the Examinee .............................................. 14 Admitting the Examinee .......................................................................................................... 15 AP&C Centers Outside the U.S., U.S. Territories, and Canada Only Handling an Emergency Walk-In ............................................................................................................ 16 AP&C Centers Only Basic Guidelines for Checking ID ...................................................... 16 AP&C Centers Only Allowable Name Variations................................................................ 18 IT Centers Only Basic Checking ID Guidelines ................................................................... 18 IT Centers Only Allowable Name Variations....................................................................... 19 Special Accommodations and Multi-Day Exams .................................................................... 19 IT Centers Only How to Check-in Examinees ..................................................................... 19 IT Centers Only Check-in Procedures .................................................................................. 20 AP&C Centers Only Check-in Procedures ........................................................................... 21 Open Book Exams ................................................................................................................... 22 AP&C Centers Only Biometrics Capture ............................................................................. 22 Thumbprinting Examinees....................................................................................................... 22
AP&C Centers Only Image Capture Basics & Procedures................................................... 22 AP&C Centers Only Special Problems in Using Image Capture ......................................... 28 AP&C Centers Only the Back-Up Camera with Memory Card Basics & Procedures ............................................................................................................................... 29 AP&C Centers Only Seat the Examinee and Start the Exam ............................................... 31 AP&C Centers Only Extending Time/Test Monitor for FINRA Exams .............................. 32 IT Centers Only Seat the Examinee and Start the Exam ...................................................... 32 IT Centers Only Extending Time ......................................................................................... 33 IT Centers Only Stopping an Exam ...................................................................................... 34 IT Centers Only Restarting an Exam .................................................................................... 34 AP&C Centers Only Internet-Based Testing and WebLaunch Exams ................................. 34 Handling Examinee Questions/Problems During the Exam .................................................... 35 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 ................................ 40 AP&C Centers Only Embossing Score Reports ................................................................... 40 AP&C Centers Only Reprinting Scores................................................................................ 41 IT Centers Only Ending the Exam and Dismissing the Examinee ....................................... 41 IT Centers Only Reprinting a Score Report Procedures ........................................................ 42 Scores and Test Results Integrity Policy ................................................................................. 42 Exhibits .................................................................................................................................... 42 Scratch Paper and Note Boards ............................................................................................... 43 AP&C Centers Only Storage of Personal Items ................................................................... 43 Prohibited and Non-Prohibited Items & Weapons .................................................................. 43 Handling Irregular Situations and Filing CPRs/Site Reports................................................... 44 AP&C Centers Only Document Retention Policy ................................................................ 44 Document Handling ................................................................................................................. 44 AP&C Centers Only Document Mailing Schedule .............................................................. 45 IT Centers Only Document Retention Policy ....................................................................... 45 AP&C Centers Only Closing the Test Center at the End of the Day .................................... 46 IT Centers Only Closing the Test Center at the End of the Day ........................................... 46 AP&C Centers in the U.S., U.S. Territories, and Canada Only Changing Operating Days and Hours....................................................................................................... 47 AP&C Centers Only Testing Center Physical Requirements, Comfort and Environment ............................................................................................................................ 47 AP&C Centers Outside the U.S., U.S. Territories, and Canada Only More on Facilities .................................................................................................................................. 49 Daily Test Center Maintenance ............................................................................................... 50 Weekly Test Center Maintenance ............................................................................................ 50 As Needed Test Center Maintenance....................................................................................... 50 AP&C Centers in the U.S., U.S. Territories, and Canada Only General Security System Information ................................................................................................... 51 AP&C Centers Only - Security of the Testing Facility and Equipment .................................. 51 Security of the File Server ....................................................................................................... 53 Security of the Exam and Related Materials............................................................................ 54 Other Security Measures ......................................................................................................... 54 Prometric Data Privacy Policy................................................................................................. 55 Test Center Staff Qualifications and Responsibilities ............................................................. 55 AP&C Centers Only Staff Levels ......................................................................................... 55 TCA Eligibility to Take Exams Policy .................................................................................... 56 Conflict of Interest Restrictions ............................................................................................... 56 IT Centers Only Dress Code ................................................................................................. 56 AP&C Centers Only Dress Code .......................................................................................... 57 Center Staff Personal Hygiene................................................................................................. 58
Training and Certification........................................................................................................ 58 AP&C Centers Only Administrator Logins and Passwords ................................................. 58 IT Centers Only Changing Pulse/Polaris Passwords ............................................................ 59 IT Centers Only Changing the TCM Password .................................................................... 59 Center Access for Non-Authorized Persons ............................................................................ 59 Information Requests ............................................................................................................... 59 Handling Visitors and Observers ............................................................................................. 60 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 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

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.
Standard Operating Guide - 1
Prometric

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 centers security system. a. b. c. d. Ensure the center security system is still activated when you enter center. Then, de-activate the security system. Check that all locks on inside and outside doors are secured. 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. 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. Ensure the ringer on the telephone is set on low (otherwise it may be a distraction for some examinees). Check all facilities (including rest rooms) to ensure that general conditions are satisfactory. a. b. 5 a. Turn on lights in restrooms. If the lights are not working, call the appropriate service to resolve the problem. 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. 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. 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. Label a videotape - include your center number and date. Note: Do not record consecutive days on the same tape. c. d. e. Insert the tape into VCR. Ensure the tape position is at the beginning and push Record. Enter the testing room and state: the date the time your center location and number your name Exit the testing room and push Stop and Rewind. 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. i. Push Stop but do not rewind. (Rewinding will erase date and time stamp.) Press Record. Important: Taping of testing session should immediately follow morning announcement recorded earlier.
3 4
b.
f. g.
Prometric

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 preprinted 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 7 8 9 Reboot the Admin (and second Admin, if any) or test station computer by selecting Start, Shutdown, Shut down the computer. Wait five seconds and then power the computer back on. Login to UAS and perform Open for Business. See the UAS topics for specifics. 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) Bring out all necessary materials for exams to be delivered that day (see individual client practices).
10
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

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. From the Activity Manager window: a. b. 4 Select Start Application. TCM opens. Choose File, Run Explorer. 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 7 Choose Todays Processes to run all the normal, daily Pulse processes. When finished, double-click on the Polaris icon and log in.
Note: The message Update local database? may display. Choose Update now.
Prometric

Step
8
Procedure
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. Print the Test Taker Rosters for the day. Compare the Daily Schedule from Polaris and the testing schedule from TCM If they are not the same, call the Global Help Desk. Turn on all test stations and log in. The Activity Manager selection window appears. Choose Start Application. If you are using a dial-up Internet Service Provider, you may disconnect at this point.
9 10 11 12 13
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

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

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

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

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 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 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. 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.
Contact/Registration Center
Polaris
For centers operating on TCFlow software only
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 examinees 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

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 examinees eligibility by sending him/her authorization letters containing clientspecific testing information as well as unique Authorization (identification) numbers. The scheduling system tracks Authorization Numbers. If, when entering an examinees 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
Voucher Fee certificate Credit card
Description
A certificate confirming that the examinee prepaid for the exam through the client. A certificate confirming that the client has waived payment of test fees for the examinee. 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 examinees checking account. Funds are transferred directly from the examinees account to Prometric. Debit cards must be processed like credit cards in SWR system.
Prometric

Type
Personal check
Description
A check drawn on an account held in the examinee's name. The examinees 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 checks/money orders
Typically, third party paper checks and money orders are not accepted for Prometric clients. See client practice for any allowable exceptions.
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. Prometrics 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.
Prometric

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. Prometrics 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.

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


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.
Prometric

Waiting Area
Table 25. Waiting Area.
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, coworkers 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 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 examinees 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 examinees 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.
Prometric

Information
If the examinee brings a reader to help with his/her exam, a TCR form must also be printed with the readers 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 examinees 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.
Prometric

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 examinees 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 Prometrics and the specific client organizations 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.
Prometric

Admitting the Examinee Information

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.
AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: 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.
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.
Prometric


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 drivers 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. Prometrics Security Department will handle the situation from that point on. 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 examinees name pre-printed on the ID. File a CPR whenever this situation occurs. 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. 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 agencys 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.
Basic guidelines for determining whether an examinee's ID is valid.
Prometric


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 examinees 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 examinees name pre-printed on the ID. File a Site Report whenever this situation occurs. 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. 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 Drivers License) and the expiration date on the sign-in roster as a record that the ID was checked.
Prometric

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. 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). Translated or transliterated versions of names are not allowable name variations. For example, if the examinees 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.
Allowable name variations are:
Additional information:
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 Todays 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.
Prometric

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 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. 2 3 a. b. c. d. Have the examinee sign in and enter the time on the roster. Check the examinees ID. Check to be certain that the name on the examinees photo-bearing ID matches the name on the daily schedule. 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. Write the type of ID, the last 4 digits of the ID number, and the expiration date on the roster. 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. If, to avoid a serious disturbance, you must admit an examinee without acceptable ID, submit a Site Report. Provide the examinee with a TCR and ask him/her to complete it before completing check-in. If the examinee presents a testing voucher, collect and destroy it. Vouchers do not need to be presented for admittance. 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. Give the examinee two (2) note boards, a marker, and an eraser. Write the examinees ID number on the board as this is needed to start the exam. Nothing else should be written on note boards.
e. 4 5 6
Prometric

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 3 a. b. 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. Check the examinees ID as follows. (Refer to the client practice for client-specific ID policies on things like allowable name discrepancies.) 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. 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. 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. Perform other program-specific security procedures as necessary such as thumb printing. 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).
5 6
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 8 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. 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. Remind the examinee that children, friends or relatives cannot remain at center. Perform the normal UAS Check In procedures found in the UAS topics on the Electronic Manual web page.
9 10
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.
Prometric

Open Book Exams

Table 42. Open Book Exams 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 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 Centers Only: No IT clients require thumbprints. 1 2 3 4 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. 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. The ink residue will rub off; however, offer the examinee a tissue to clean the remaining ink from his/her thumb. 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

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

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

Step Procedure
2 3 Position the examinee so his/her neck and head are in the picture area. Choose Adjust Image to adjust brightness, contrast, exposure, etc. 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. 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.
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.
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

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 Ok, Yes.
You will be returned to the Check-In process.
Rev 6.2 Taking an Image Capture

Table 48. Procedure for Taking an Image Capture Rev 6.2.
Step Procedure
1 The Capture Image Preview screen appears.
Prometric

Step Procedure
2 Position the examinee so his/her neck and head are in the picture area. Choose Adjust Video to adjust brightness, contrast, exposure, etc.
Click Capture Image. If the image quality is good, choose Done. You will be returned to the check-in process. Or If you need to make adjustments, do so. Choose Capture Image again. Repeat until the image quality is good, choose Done. You will be returned to the check-in process.
Prometric

Step Procedure
To exit without taking an image: 1 Click on X in upper right hand of screen. 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.
Click OK.
If a back-up digital image is not required by the client organization, choose Yes and you will be returned to the Check-In process.
If a back-up digital image 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 OK, OK. You will be returned to the Check-In process to continue checking in the examinee.
Prometric

Step Procedure
Important: Should your video capture device be missing or not functioning correctly, the following messages will appear onscreen. Contact the Global Help Desk immediately. Before continuing with check-in, refer to the client practice to determine if the examinee can be tested without an image being taken or if a digital image is required.
AP&C Centers Only Special Problems in Using Image Capture

Table 49. Special Problems in Using Image Capture Information.
Problem
Blinking Glasses
Action
Repeat the image taking process until desired image is captured. Glasses may cause a glare to appear in the picture. Accordingly, an examinees image should be captured without glasses. However, glasses can remain on as long as the glass is clear and there is no glare appearing in the photo. If the examinee is uncomfortable without glasses, tilt his/her head down until the reflection of ceiling lights is no longer visible in the lens of the glasses. Then have the examinee raise his/her eyes (not the head) to look into the camera. Note that under certain lighting conditions, no amount of head tilting will completely eliminate reflections of overhead lights. Either accept some glare or have the examinee remove his/her glasses. Hats and other headwear should be removed. If the examinees head covering is routinely worn for religious reasons, photograph as follows: Scarves and brimless hats should be drawn back to expose as much of forehead as permitted. For brimmed hats, lower camera height below examinees head and have examinee tilt head up slightly. This avoids a shadow from the brim across the examinee's face. In general, no jewelry is best. Like glasses, highly reflective jewelry will cause glaring and should be removed. Necklaces can be tucked inside the shirt or position the examinee so that the necklace is not in the photo. Unusually large earrings that may obscure the examinee's face should be removed, even if they are not reflective.
Head Coverings
Jewelry
Prometric

AP&C Centers Only the Back-Up Camera with Memory Card Basics & Procedures
Table 50. Basic Photographing Examinees Information.
Basic Photographing Examinees Information

Many clients require that examinees have their photographs entered into the testing system as an additional means to check ID (see individual client practices). If Image Capture is not working, it may be necessary to take two (2) back-up digital pictures of the examinee using the portable digital camera and memory card (see the specific client practice to determine if a back-up digital picture is necessary). If both Image Capture and the back-up digital camera are not 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. In creating an electronic image of the examinee at check-in, there are three areas that you can control: Framing Environment Camera settings Environmental settings control lighting and contrast in photos. Images turn out too dark if there is excessive back light. To avoid dark images, examinees should not be positioned in front of a window, even if it has blinds. All available lights in the room should be turned on.
Memory Card Information

Table 51. Memory Card Information.
Basic Memory Card Information

Ensure you have two memory cards in stock. One to use and one for back-up. Ensure you have two media mailers to mail the memory card to Prometric in stock. Keep the same memory card in the camera until Image Capture has been repaired (do not alternate between the two cards). For Centers in the U.S, U.S, Territories and Canada Only: Once Image Capture has been repaired at your center, mail (or overnight, if specified in the client practice) the used memory card to: Prometric Attn: Linda Gelber One Penn Plaza, Suite 1540 New York, NY 10119 For Centers in the U.S, U.S, Territories and Canada Only: Order a replacement memory card and media mailers from Office Max. The Office Max part number and description for media mailers is S7E7265 - Quality Park Foam/Varnish-Lined Disk Mailers - 6" x 8-1/2", 25/Box, Foam Lined, Holds 5.25/CD, White ENV,6X8.5,DISK/CD 25BX Important: Do not mail in a standard envelope. For Centers Outside the U.S, U.S, Territories and Canada including Latin America Only: contact your Fulfillment Coordinator for instructions on: where to send memory cards with images how to obtain replacement memory cards and media mailers
Prometric

Using the Back-Up Digital Camera with Memory Card

Table 52. Using the Back-Up Digital Camera with Memory Card Procedures.
Step Procedure
Be sure to read the detailed instructions included with the back-up digital camera and practice taking pictures before the need arises. Ensure you have two memory cards and media mailers in stock. One set to use and one set for back-up. Once Image Capture has been repaired, mail the used memory card to Prometrics Client Services. 1 You will take two back-up digital pictures of the examinee. Back-Up Digital Picture #1 without the Candidate Info Sheet Back-Up Digital Picture #2 with the Candidate Info Sheet Complete a Candidate Info Sheet for Back-Up Digital Picture #2 - include the examinees name, date, confirmation number, exam and center number. Load the memory card into the camera and take a test picture to ensure the flash is working. Delete the test picture. Prepare to take Back-Up Digital Picture #1. Stand or seat the examinee in the designated photo area. Focus the camera so that the image of the examinees full face appears in the center of the picture.
2 3 4 5 6
7 8 9
Take Back-Up Digital Picture #1 of the examinee. Prepare to take Back-Up Digital Picture #2. Stand or seat the examinee in the designated photo area. Instruct him/her to hold the Candidate Info Sheet under his/her chin as you take his/her picture.
Prometric

Step Procedure
10 Focus the camera so that the image in the center of the picture includes the info sheet and the examinees face.
Adam Landon 11/03/09 Exam ABOS Confirm#0123456 Site #1234
11 12
Take Back-Up Digital Picture #2 of the examinee. Complete a CPR stating a digital picture was taken of the examinee using the back-up digital camera and memory card. (See the CPR Codes & Definitions SOP topic on the Electronic Manual web page.) Keep the memory card in the camera until Image Capture is repaired. At that time, mail the memory card to Prometric.
13
AP&C Centers Only Seat the Examinee and Start the Exam
Table 53. Seating the Examinee and Starting the Exam Information.
Seating the Examinee and Starting the Exam Information

If possible, examinees known to each other should be seated apart unless changing of the seat assignment is not allowed by the client practice. Perform the usual UAS Check-In procedures. Pay careful attention to any pre-check-in boxes that appear. These messages are programmed to remind TCAs to perform necessary check-in tasks for each examinee. Choose OK after verifying and/or collecting any required information. Note any special conditions for the examinee appear on the Examinee Check-In box. You must accommodate the respective items indicated. If the examinee disagrees with any of the accommodations noted, indicating that additional or different modifications were approved, contact the Global Help Desk for confirmation before beginning the exam session. Confirm that identifying information is correct and compare the examinees Authorization Letter (if any) and ID to information on examinee detail screen. Before entering testing room, if applicable, have the examinee verify: the number of pages in the scratch paper booklet the number of note boards Tell the examinee that s/he is responsible for returning the scratch paper booklet/note boards at the end of the exam. Tell the examinee about adjustments that can be made to the testing station equipment such as repositioning the monitor to accommodate use of bifocals, repositioning keyboard, adjusting chair height, etc.
Prometric

Seating the Examinee and Starting the Exam Information

Instruct the examinee that s/he will need to verify the information on the first screen. Once that is done, inform the examinee of what to do when s/he completes exam.
AP&C Centers Only Extending Time/Test Monitor for FINRA Exams

Table 54. Extending Time/Test Monitor for FINRA Exams Information.
Details
For details, see the NASD Test Monitor topic on the Electronic Manual web page.
IT Centers Only Seat the Examinee and Start the Exam

Table 55. Seating the Examinee and Starting the Exam Procedures.
Step Procedure
1 Ask the examinee to wait at the door of the testing room. At the test station assigned to the exam, choose Sign On Candidate from the Administration menu. The Sign On Candidate dialog box appears. Select the examinee and hit ENTER. Verify that the examinees name is the title of the new window. This window should list the exam for the examinees current appointment plus any other activities currently available to the examinee. Exams the examinee has already taken will be grayed out to indicate they are unavailable. Seat the examinee. Instruct the examinee to continue following the prompts on the screen (offering assistance as needed). The examinee will be prompted to his/her ID number in the Identification Number field (normally this would be either the Social Security or a Prometric-issued number). a. This number should have been written in a note board (it can be found on the appointment schedule for the day or by using the Sign on Information command). If the correct ID number is entered for the selected sign on, the examinee may continue to follow the prompts. If an incorrect ID number is entered for the selected sign on record, an error dialog box will appear. To correct the error indicated in the box, choose Exit; then choose OK to exit the dialog box. Verify that the examinees name appears in the title bar at the top of the box. Check the number in the Identification Number box. If it is typed incorrectly, have the examinee retype it. The examinee selects the desired exam (or other activity). To begin the exam immediately, choose Start Test to review the online lesson for the highlighted exam, choose Tutorial.
3 4
b.
5 6
Prometric

IT Centers Only Extending Time

Table 56. Extending Time Procedures.
Step Procedure
Extend Time Limit lengthens the time allowed for an examinee to complete an exam that is in progress. It also extends the time for individual sections in exams with timed sections. You must obtain permission and a special password from the Global Help Desk before you can extend the time limit for an exam. Notes: Time must be added after the exam has started. You must run the Extend Time Limit command from the test station where the examinee is currently testing. If the exam (or section) is no longer active, you cannot extend the time. In an exam with individually timed sections and an overall session limit, you must be careful when adding time. The time is added to the section currently in progress, as well as to the overall session time. If you need to extend the time for more than one section, you must extend the time in each section when the section is in progress. After an exam is scored, you cannot extend the time limit. Scoring is initiated by any of the following: Choosing End from the Question Review window. Meeting the answer criteria set for ending an adaptive exam. Choosing OK in the dialog box warning that time has run out. 1 2 3 4 5 6 7 8 9 Ask the examinee to inform you when s/he reaches the section of the exam to be extended. Verify that the exam is in the correct section of the test that is to be extended. Ask the examinee to wait at the door of the testing room while you extend the exam time on the test station. Press [ALT+TAB] to return to TCM. The Test In Progress (or Execute Application) dialog box should appear, listing the examinees name and exam information. Verify that the information is correct. From the Administration menu, choose Extend Time Limit. Type the administrator password and press ENTER. The Extend Test Time Limit dialog box appears. In the Time (In Minutes) To Extend Test By field, type the number of minutes to add to the exam or section. Type the Extend Time Limit Password (provided by the Global Help Desk) and press ENTER. If the password you have entered is correct, the time will be extended. Check the Time Remaining in the upper right corner of the exam window to make sure the time limit has been extended by the desired amount. If you are extending time for an individually-timed section, choose (or press ALT+T in a question or at the Question Review window) to verify that the section time has been extended. Note: It may be necessary to wait a couple of seconds before the added time shows in the count-down clock. 10 Reseat the examinee at the test station.
Prometric

IT Centers Only Stopping an Exam

Table 57. Procedures for Stopping an Exam in Progress.
Step Procedure
Notes: Stopping and restarting an exam should only be performed in emergency situations when there is time to stop exams at each test station (i.e., pre-planned emergency evacuation drills or when an examinee questions whether they are taking the correct exam and you need to call the Global Help Desk for assistance). The Stop Test command stops an exam in progress. This can only be performed at the test station where the exam is running. Stopping an exam stops the clock. When you resume, the examinee will begin at the exited place. The time remaining to complete the exam will be the same as when the exam stopped. 1 2 3 4 5 Ask the examinee to wait at the door of the exam room. From the test station where the exam is running, press ALT+TAB to return to TCM. The Test In Progress (or Execute Application) box should appear, listing the examinees name and exam. Verify that the information is correct. From the Administration menu, choose Stop Test. Type the current administrator password and press ENTER. A warning box appears, enabling you to confirm your intentions or cancel the action. Choose OK to stop the exam.
IT Centers Only Restarting an Exam

Table 58. Procedures for Restarting an Exam Stopped with the Stop Test Command.
Step Procedure
1 2 3 Select the examinee from the list in the Sign On Candidate dialog box. Choose Start Test. Choose Sign On Candidate from the Administration menu.
AP&C Centers Only Internet-Based Testing and WebLaunch Exams

Table 59. Internet-Based Testing and WebLaunch Information.
Internet-Based Testing/ WebLaunch

Several testing programs rely on the Internet to deliver testing. At testing centers, a program called WebLaunch is used to facilitate delivery of these exams and ensure their security. The testing station will have Internet access with firewall protection. Although the process for administering a test using WebLaunch is similar for all clients using this application, presentation of the exams and navigation through them may differ for each client. The instructions presented here are generic; see the client practice for detailed client-specific instructions for delivering exams using WebLaunch.
Prometric

Starting an Internet-Based/Weblaunch Exam

Table 60. Starting an Internet-Based/WebLaunch Exam.
Step Procedure
1 2 3 a. b. c. d. e. 4 5 Ask the examinee to wait by the door. Enter the testing room without the examinee and press the Administrator's Key Sequence at the assigned testing station to activate it. WebLaunch navigates to the starting web page and monitors pages displayed and seat time. Perform any necessary verification as required by the testing client (see individual client practice). Depending on the wishes of the client, WebLaunch can perform the following: Automatically print specified web pages, such as exhibits and score reports. Recognize the completion page of the exam and complete the exam service. Abort the exam if the seat time expires. Allow the TCA to break into the session using the Administrator's Key Sequence to pause, restart, or abort exam using a password. Allow restarts. Seat the examinee once the website is displayed. At end of the exam, test results are returned to the client via web page; results are not returned to Prometric's Data Center.
Handling Examinee Questions/Problems During the Exam

Table 61. Handling Questions and Problems Information.
Handling Questions and Problems

Do your best to answer questions about testing procedures and directions for using the computer. However, do not answer questions about specific content of the exam or answers to any test questions. Keep conversation in the testing room to an absolute minimum. Assist the examinee with questions/problems during the exam by reminding him/her that s/he may be able to obtain computer-delivered assistance by selecting the Help testing tool on the screen (some clients do not allow this feature to be enabled). Prevent or resolve, in a fair and constructive manner, any incidents of improper examinee conduct. Be sure to explain any irregularities or unusual situations on a CPR or Site Report.
AP&C Centers Only - Monitoring the Testing Room

Table 62. Monitoring the Testing Room.
Monitoring the Testing Room

At least one staff member must observe examinees at all times throughout exam delivery. Staff members monitoring examinees should not be involved in other activities that prevent proper monitoring of the testing room. TCAs may use the phone, schedule test dates, and check in examinees while monitoring testing. If the testing room is equipped with a viewing window, monitoring may take place from outside the room.
Prometric

Monitoring the Testing Room

You should also utilize the audio/video surveillance system to monitor the room. To do this, position yourself so that you are facing the test room and the surveillance monitor, ensuring that the audio surveillance volume is set to an audible level and the workstation numbers in the test room are visible on the video surveillance monitor. Take the opportunity to conduct a complete walk-through each time you enter to seat an examinee or to answer a question. Physically walk through testing room at 8-10 minute intervals. During the walk-through ensure you are aware of the materials at every workstation, including the: desktop chair floor around the workstation the examinees person Identify any unauthorized materials. Report unauthorized materials via a CPR. (See the CPR Codes & Definitions SOP topic.) In all cases, check the specific client practice for possible additional instructions. Examples: If a cell phone is discovered on an examinees desktop, instruct the examinee to store it in a locker and file a CPR. If unauthorized paper with writing is found, confiscate the paper, file a CPR and retain the paper. The Security Department will contact you to request all relevant materials.
Examinees Entering/Exiting the Testing Room

Table 63. Examinees Entering/Exiting the Testing Room Information.
Examinees Entering/Exiting the Testing Room Information

Check the examinees photo ID each time s/he enters and re-enters the testing room by verifying the examinee's signature with the Roster and compare the photograph on the ID to the person presenting it. Ensure that the examinee signs and notes the time on Daily Test Taker Roster whenever s/he enters or leaves the testing room. A member of test center staff should always observe this process. Remind the examinee to do this upon completion of the exam, as well. AP&C Centers Only: Follow the Biometric Identity Management System procedures, if applicable.
AP&C Centers Only Rest Breaks

General Information
Table 64. Rest Breaks Information.
Rest Breaks
Important: The examinee may not discuss details of his/her exam, with anyone at any time, whether s/he is on a break or not. There are two types of exam-associated rest breaks: scheduled and unscheduled.
Prometric

Rest Breaks
A scheduled break is one presented to the examinee as part of the computer-delivered exam. It may be for a specific period of time or may simply be a break between test sections. The specific testing program will determine: requirements for the length of a scheduled break the position of the break within the exam whether the break is optional or required whether test timing is halted/stopped for the duration of the break Unless prohibited by the individual client practice, examinees are permitted to: leave the test room area access study materials use electronic devices For unscheduled breaks (unless otherwise stated by the individual client practice) the examinee may briefly leave the testing room during actual testing time to go to the rest room or take medication, however, you must: advise the examinee that s/he will not be allowed extra testing time for such an absence advise the examinee that the time on the exam will continue to run during an unscheduled break ensure the examinee does not bring unauthorized materials into the test room after a break AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: the examinee is not permitted to leave the test center vicinity during the test session or during breaks. Certain test center situations may require limited exceptions to this rule. For example: If metered parking is used at your test center, the examinee should be permitted to briefly leave the test center vicinity during a break to pay the parking meter for his/her vehicle. Similarly, if rest rooms are not available in the test center, permit the examinee to leave the test center vicinity to visit nearby rest rooms. Notes: Do not power off the testing station while the examinee is on a break. Turning off the testing station may cause problems continuing the exam. For some exams, scheduled breaks require the TCA to use the Administrators Key Sequence or a launch code when the examinee returns from his/her break. See the individual client practice for additional instructions.
When the Examinee Takes a Break

Table 65. When the Examinee Takes a Break.
Step Procedure
1 a. b. When the examinee leaves the test room, ask the examinee if s/he is taking a scheduled or unscheduled break. If scheduled, go to the Scheduled Break table. If unscheduled, go to the Unscheduled Break table.
Scheduled Breaks
Table 66. Scheduled Breaks Procedures.
Step Procedure
1 Be sure s/he signs out on the appropriate Daily Test Taker Roster, checks the appropriate break box and prints the time.
Prometric

Step Procedure
a. 2 a. b. 3 a. The examinee may access study materials, electronic devices and/or leave the test center unless such actions are forbidden by the client practice. When the examinee returns: If the examinee was allowed access to lockers (see individual client practice), ensure all personal items have been returned to the locker and that the locker is locked. Ensure the examinee signs in on the Daily Test Taker Roster and prints the time. Check the examinees photo ID and signature. If resuming the exam requires intervention by the TCA, perform following steps: Enter the testing room, initiate the Administrators Key Sequence and confirm that the break should be terminated. Important: If the examinee elected to take a break but was not required to leave the testing station during the break, ask him/her to step away from the computer for a moment while you perform the steps to resume the exam. b. c. d. Escort the examinee back to the computer and ask him/her to verify his/her name and ID number on the Examinee Confirmation screen. If required, the examinee should input the launch code to resume the exam. The examinee should follow the instructions on the screen to confirm information and resume testing.
Unscheduled Breaks
Table 67. Unscheduled Breaks Procedures.
Step Procedure
1 a. b. c. 2 a. b. 3 4 5 When an examinee wishes to leave the room for an unscheduled break: The examinee should raise a hand to ask permission to leave the testing room. Ensure the examinee signs out on the Roster, checks the appropriate break box and prints the time. The examinee may not access study materials, electronic devices and/or leave the test center unless such actions are allowed by the client practice. When the examinee returns: If the examinee was allowed access to lockers (see individual client practice), ensure all personal items have been returned to the locker and that locker is locked. Ensure the examinee signs in on the Roster and prints the time. Check the examinees photo ID and signature. Escort the examinee back to the correct assigned testing station. Have the examinee confirm the information and resume testing. If the client practice specifically dictates that a CPR must be filed, file the CPR under code 80. You must include the following details in the CPR: the break start time that is documented on the sign-in roster the break end time that is documented on the sign-in roster whether the examinee accessed his/her locker during the break and if known, what s/he accessed in the locker where the examinee went during the break, if known Important: Do not question the examinee about break behavior. Rely on your own observations to complete the CPR.
Prometric

Step Procedure
Note: Do not report unscheduled breaks on a CPR unless: the examinee is absent from the testing room for excessive amount of time (more than 10 minutes) an excessive number of breaks are taken the client practice specifically dictates that a CPR must be filed there's another related security reason
IT Centers Only Rest Breaks

General Information
Table 68. Rest Breaks Information.
Rest Breaks
Important: The examinee may not discuss details of his/her exam, with anyone at any time, whether s/he is on a break or not. Global IT sites have unscheduled breaks only. For unscheduled breaks (unless otherwise stated by the individual client practice) the examinee may briefly leave the testing room during actual testing time to go to the rest room or take medication, however, you must: advise the examinee that s/he will not be allowed extra testing time for such an absence advise the examinee that the time on the exam will continue to run during an unscheduled break ensure the examinee does not bring unauthorized materials into the test room after a break Notes: Do not power off the testing station while the examinee is on a break. Turning off the testing station may cause problems continuing the exam. See the individual client practice for additional instructions.
Unscheduled Breaks
Table 69. Unscheduled Breaks Procedures.
Step Procedure
1 a. b. c. 2 a. b. 3 4 When an examinee wishes to leave the room for an unscheduled break: The examinee should raise a hand to ask permission to leave the testing room. Ensure the examinee signs out on the Roster, checks the appropriate break box and prints the time. The examinee may not access study materials, electronic devices and/or leave the test center unless such actions are allowed by the client practice. When the examinee returns: If the examinee was allowed access to lockers (see individual client practice), ensure all personal items have been returned to the locker and that locker is locked. Ensure the examinee signs in on the Roster and prints the time. Check the examinees photo ID and signature. Escort the examinee back to the correct assigned testing station. Have the examinee confirm the information and resume testing.
Prometric

Step Procedure
Notes: Do not report unscheduled breaks on a Site Report unless: the examinee is absent from the testing room for excessive amount of time (more than 10 minutes) an excessive number of breaks are taken the client practice specifically dictates that a Site Report must be filed there's another related security reason.
AP&C Centers Only Ending the Exam and Dismissing the Examinee
Table 70. Ending the Exam and Dismissing the Examinee Procedures.
Step Procedure
When the examinee has completed the exam, the system will display a final screen instructing the examinee on departure from test center. For most tests, a Service is Complete message will be displayed and must be dismissed by clicking OK. Emboss score reports. Embossers wear out after a time, and while it is essential to replace it quickly, there may be a several day lapse between placing the order and receiving the item. Until the new embosser arrives, put your initials and date on the score report. 1 2 3 4 Check that the Roster displays the message: Service is Complete. Collect the scratch paper booklet or note boards from the examinee. Check that the entire scratch paper booklet or that correct number of boards is returned. Have the examinee sign out on the Daily Test Taker Roster and print the time. Remind the examinee to retrieve personal belongings from his/her locker before leaving the center. The locker key must be returned to the TCA before a score report can be distributed to the examinee, and before the examinee leaves the testing center. A post exam message may appear at the Admin station. Perform any additional examinee-related procedures required for the specific testing program, such as printing, embossing and giving the examinee his/her score report (see individual client practices). The testing station will return automatically to the Prometric screen. Destroy (shred) all used scratch paper booklets; erase used note boards.
5 6 7 8
AP&C Centers Only Embossing Score Reports

Table 71. Embossing Score Reports Procedures.
Step Procedure
All score reports and exam completion notices need to be embossed with the Prometric name and the TCA's initials. Embossing proves that the report/notice was printed by an authorized Prometric center. 1 2 3 Initial and date the score report/exam completion notice in ink in lower right hand corner. Position the embossing seal over the initials/date and make an impression. Present the report/notice to the examinee before s/he leaves center.
Prometric

Step Procedure
Notes: If you encounter problems with the printer, score reports can be reprinted. However, not all testing clients allow scores to be reprinted for examinees, while others impose a time limit on how long after testing reports may be reprinted. See individual client practices for more information. If your embosser is worn out or broken, send it to your Regional or Territory Operations Manager and request a replacement.
AP&C Centers Only Reprinting Scores

Table 72. Reprinting Score Reports Information.
Reprinting Score Reports

Not all testing clients allow scores to be reprinted for examinees; others impose a time limit on how long after testing the reports may be reprinted. See individual client practices for more information. For testing programs that provide printed score reports at end of testing, it may occasionally be necessary to reprint a score report damaged in printing. Or, if a malfunction of the printer makes it impossible to print score reports before the examinee leaves the center, you will need to print reports after the problem has been corrected. If the examinee does not receive a required score report after completion of his/her exam, file a CPR.
IT Centers Only Ending the Exam and Dismissing the Examinee

Table 73. Ending the Test Procedures.
Step Procedure
1 At the end of the exam, the score report automatically prints Note: Beta exams often do not provide a printed score report to the examinee at the time of the exam. In that case, the score report will be mailed to the examinee approximately six to eight weeks after the Beta period ends. Beta exams are usually designated by a 1 at the end of the clients subscriber number (for example: Microsoft 071 or Hewlett-Packard 1H1). 2 3 4 5 Collect all note boards and any exhibits issued to the examinee. Initial and date the score report. Emboss over your initials then give the score report to the examinee. Remind the examinee to take any personal belongings that were secured before s/he started the exam. Encourage the examinee to contact Prometric or the individual client if s/he has concerns, comments complaints about any aspect of the testing experience.
Note: If your embosser is worn out or broken, send it to your Regional or Territory Operations Manager and request a replacement.
Prometric

IT Centers Only Reprinting a Score Report Procedures

Table 74. Reprinting a Score Report Procedures.
Step Procedure
Notes: Never give an examinee more than one embossed score report. Rules allowing reprint of score reports vary according to the testing client. If the client does not allow reprints, the function will not be available. Reprints should only be done on the day of the exam. Reprints for prior dates are allowed by some clients; however, obtain permission and a password from the Global Help Desk before reprinting exam results from prior dates. 1 2 a. b. 3 a. b. 4 5 6 From the Admin station, choose the Administration menu, then choose Reprint Score Report. Type the current administrator password and choose OK. The Reprint Score Report dialog box appears. If the examinee for which the score report is needed appears in the current list, go on to step 3. If the examinee tested on a date other than the date currently set, choose Change Date, set the appropriate date, and the name will appear if the testing client allows reprints from prior dates. Select the examinee for which the score report is needed. If you changed the date, you must enter the special password provided by the Global Help Desk. The system will display the Results window. Choose Reprint Report. After checking the score report, ensure that the print quality is acceptable. Choose Exit to return to the TCM window. Initial, date and emboss over the initials/date. Destroy other copies of the score report.
Scores and Test Results Integrity Policy

Table 75. Score and Test Results Integrity Policy.
Score and Test Results Integrity Policy

Prometric must report scores that accurately reflect the performance of the examinee. For this reason, Prometric maintains test administration and test security standards designed to ensure that all examinees have the same opportunity to demonstrate their abilities and to prevent some examinees from gaining an unfair advantage over others because of testing irregularities or improper conduct. Prometric and its clients reserve the right to cancel any test result if the examinee engages in improper conduct. Prometric and its clients also have the right to question any test score when validity is in doubt because the examinee may have obtained the score unfairly.
Exhibits
Table 76. Exhibits Information.

Exhibits are items needed by the examinee during the exam. They may be: on-line exhibits, pamphlets, manuals, etc When an exhibit is not in use, it must be kept in a secure area such as a locked cabinet or locked storage room. After the exam, immediately return the exhibit to the secure area.
Prometric


If you cannot find the appropriate exhibit, contact the Global Help Desk immediately. To ensure that your testing center continues to distribute high quality exhibits, inspect all exhibits periodically. If an exhibit appears damaged, destroy it by shredding it and order a replacement. If you forget to collect an exhibit and the examinee leaves, complete a CPR/Site Report in the correct category providing as much information as possible.
Scratch Paper and Note Boards

Table 77. Scratch Paper and Note Boards Information.
Scratch Paper and Note Boards Information

See the Scratch Paper and Note Boards topics on the Electronic Manual web page for specifics on these two items.
AP&C Centers Only Storage of Personal Items

Table 78. Storage of Personal Items Information.
Storage of Personal Items Policy

Each secure locker used for storage of personal items by the examinee should have only two keys. One key should remain in the possession of the operator or a designee appointed by the operator (other than the TCA). The second key will be held by the examinee during the time of the exam. Important: Do not release score reports to the examinee until the key has been returned to the TCA. The examinee must place all personal items in a storage locker at center. Items too large to fit in a locker must be stored in the examinees vehicle. The examinee may not bring any item listed in the Prohibited Items section of the Test Center Security Guide into the testing room, unless specifically permitted in specific client practice for the exam the examinee is taking or permitted because of the examinee's Special Accommodations status. In event that an item is allowed by a client, or as a Special Accommodation, any detachable case for that item must be stored in the locker with other personal items. All electronic equipment placed in lockers must be turned off, or set to silent mode, including beepers, alarm watches, and cellular phones. Instruct the examinee that his/her ID should remain on the examinee and not be placed in the locker. Test center staff should not accept the responsibility of holding or safeguarding an examinees personal possessions. If the examinee questions the security of the centers lockers, advise him/her to place his/her personal items in his/her vehicle, if possible.
Prohibited and Non-Prohibited Items & Weapons

Table 79. Prohibited and Non-Prohibited Items.
Prohibited and Non-Prohibited Items Information

See the Test Center Security Guide for specifics on items allowed or not allowed in the test room
Prometric

Handling Irregular Situations and Filing CPRs/Site Reports

Table 80. Basic CPR/Site Report Information.
Basic CPR Information

CPRs/Site Reports are a critical source of information and must be filed on the same day that an incident occurs at the test center. CPRs/Site Reports inform Prometric and its clients about possible security violations, examinee misconduct, and other irregularities at the test center. CPRs/Site Reports are admissible evidence in a court of law. Some irregularities may not directly involve an examinee, but should still be reported in a CPR/Site Report. See the CPRs/Site Report topics in the Electronic Manual web page for CPR/Site Reports specifics. For testing irregularities whether they involve the examinee, the testing hardware/software or center related problems such as noise, power or center emergencies see the CPRs/Site Report topics on the Electronic Manual web page for help.
AP&C Centers Only Document Retention Policy

Table 81. Document Retention Policy.
Document Retention Policy

For policies specific to a client practice such as ETS confidentiality statements, refer to the individual client practice. Do not send copies or originals of any report, Roster sheet or tape directly to any individual or organization unless authorized to do so by the Prometric Security Department or the ETS Security Department. All ETS requests for such materials will be sent to your center via e-mail from an ETS Security Coordinator. Detailed instructions will be included in the e-mail.
Notes: Currently ETS is the only client given the authority to request the items listed above. Any time a video tape, DVD and/or Roster is requested by Prometric, you will be e-mailed a pre-printed UPS label by Prometric's Security Department. Follow instructions included in the e-mail and on the label print-out. Requested video tapes must be immediately sent out as requested.
Document Handling
Table 82. Document Handling.
Item
CPRs (printed copy) Other client-specific papers (unless otherwise specified in the individual client practice) Scratch paper Laminated note boards
Retention Time/What to Do
30 days 1 year
Shred after completion of the exam. Retain only in the case of examinee misconduct; hold until requested by Prometric. Cleaned after completion of the exam. Do not clean in the case of examinee misconduct; hold until requested by Prometric.
Prometric

Item
UAS Test Taker Roster (Sign-In Roster) Video Tapes IT TCR Forms IT Exam Center Sign-in Logs
Retention Time/What to Do
18 months 30 days, then they can be reused 90 days 3 months
Note: If your site is DVR-enabled, no back-up of DVDs is necessary unless requested by Prometrics Security Department.
AP&C Centers Only Document Mailing Schedule

Table 83. Document Mailing Schedule.
Item
ETS Daily Test Taker Rosters ETS Confidentiality Statements
When to Mail
Monthly during first week of the month (first class mail). Monthly during first week of the month (first class mail). Retain each months statements until the end of the following month. For example, statements from January test dates should be sent to ETS in the first week of March. Once a week (UPS) Once a week (first class mail). Daily, unless otherwise directed in client practice. Any time a shipment is sent to ETS. End of each month.
ETS Administrators Report Form with: Remittance Envelopes and GRE Score Report Request Forms ETS Administrators Report Form with: GRE Fee Guarantee Voucher Paper exams; completed exhibits ETS Administrators Report Form FINRA ESL letter; FINRA signed waiver of right to full allotted time
IT Centers Only Document Retention Policy

Table 84. Document Retention Policy Information.
Materials to be Retained
Retain the rosters at your testing center for 90 days, then destroy them (shredding is the preferred method). Retain Test Center Regulations for 90 days, then destroy them (shredding is the preferred method). Video monitoring is one option for observing the exam room. If the testing center video-records each exam session, store the tapes (if your center uses) for 30 days. After that time, the tapes may be erased and reused. Any materials that maybe used as evidence of examinee misconduct (notes, etc.) should be retained for 90 days unless returned to Prometric before that time.
Prometric

AP&C Centers Only Closing the Test Center at the End of the Day
Table 85. Closing the Center at the End of the Test Day.
Step Procedure
1 a. b. After all examinees have been dismissed at end of the testing day, perform daily post-administration activities, including: Sort and store unused forms for use at future testing sessions. Label used video tapes (if your center uses) with the testing date, your center number. Place tapes in locked storage. Do not overwrite tapes for 30 days. Note: If your site is DVR-enabled, no back-up of DVDs is necessary unless requested by Prometrics Security Department. c. Store secure materials (such as score report paper, CUD, used forms, etc.) in a locked storage area. Important: New centers and/or some rebuilt servers no longer have floppy drives, nor require CUDs. In those cases, skip any instructions for CUDs. d. Check your inventory of unused forms and other materials. If you need additional supplies, reorder by calling Order Entry. Note: The center should have a 3-month supply on hand. 2 3 Clean all test stations, the proctors area and waiting areas. If not already done earlier: File a single CPR for all examinees listed on the Roster who did not arrive at the center to take their exam and process each as a No-Show. For examinees unable to start their exam for other reasons, file an individual CPR for each and process as a No-Show. Perform Close Business. See the UAS topics on the Electronic Manual web page, if needed. Check the Close of Business report and confirm that the delivered services (examinees tested) match the Daily Roster. Set security systems and lock the center.
4 5 6
IT Centers Only Closing the Test Center at the End of the Day
Table 86. Closing the Center at the End of the Test Day.
Step Procedure
Before closing the center, it is important to make sure no appointments were scheduled during the day. Run Pulse, click Todays Processes, then verify in Polaris that no exams are scheduled. If the center is still open for more than 1 hour, close the center using Polaris. Click Site Manager, then Modifying Hours of Operation. Change that days closing time so no new appointments can be made 1 2 3 a. Submit No Show incidents in eHelp for any examinees who did not appear. Start Pulse (if you are using a dial up ISP, connect to the Internet). Run Pulse Todays processes. The Pulse Communications Status window opens and displays the communications tasks and the status of each.
Prometric

Step Procedure
b. 4 When the tasks finish, dismiss the Pulse Communications Status window. This returns you to your Windows desktop. When Pulse has completed its connection, minimize Pulse.
Note: Run the Pulse Next 9 days processes automatically and unattended using Scheduler Agent every evening. Do not power off your admin station and communications equipment. 5 6 Store all sign in/out log sheets and any other exam materials in a secure location. Power off all exam stations.
AP&C Centers in the U.S., U.S. Territories, and Canada Only Changing Operating Days and Hours
Table 87. Changing Operating Days and Hours Information.
Changing Operating Days and Hours

Prometric's contracts with testing clients often specify that examinees for their tests must be accommodated within a certain timeframe when they call to register for an exam. Centers are notified by communiqu when peak periods are expected. Operating your center for the maximum number of shifts will increase your center's revenue and help provide outstanding service to testing examinees. It is the responsibility of the center operator to ensure the center is open sufficient hours to accommodate examinees. Many examinees prefer evening hours. Centers are encouraged to open 1 or 2 evenings per week. Prometric monitors the utilization of each center.
AP&C Centers Only Testing Center Physical Requirements, Comfort and Environment
Table 88. General Information about Physical Requirements, Comfort, and Environment.
Physical Requirements, Comfort, and Environment

The success of any test center depends on suitability of the test center. Examinees are distracted by conditions such as noise, poor lighting, inadequate writing surfaces, or extreme temperatures. Although some adverse conditions may be beyond your control, you must make every effort to minimize the possibility of such distractions. Testing centers must meet all local, state and federal requirements for facilities that accommodate the public. AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: Centers must also meet national requirements. AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: In order to maintain the Prometric worldwide testing center image, it is important that international testing centers resemble the established testing centers in the U.S. However, some changes in layout and specifications may be necessary in international locations. The building, testing rooms, and rest rooms must be accessible to people with disabilities, including wheelchair access. They must meet federal and state accessibility laws, such as Americans with Disabilities Act, including reserved parking for examinees with disabilities and rest rooms equipped to accommodate these individuals.
Prometric


The testing center must be equipped with a Prometric testing center security system. The system requires connection to a telephone line. The line must not be shared with a fax or modem. Testing rooms must be appropriately heated or cooled, adequately ventilated, and free from distractions. Lighting must enable all examinees to read computer screen in comfort. It should not produce shadows or glare on computer screen or writing surfaces. The testing room must not contain any written materials, other than test station seat numbers. Rest rooms should be located near the testing room and should be easy to find. Post directional signs if necessary. A telephone with access to an outside line must be available to staff at all times for use in calling the Global Help Desk, reporting irregularities, or tending to other emergencies. It should be located near the Admin station. A facsimile (fax) machine with access to an outside line must be available for automatic receipt of fax transmissions from Corporate Headquarters 24 hours a day, seven days a week. Internet connectivity must be established and maintained to facilitate e-mail communication between the center and Corporate Headquarters 24 hours a day, seven days a week. A table, desk, or counter is required for use during check-in where admission procedures will take place and where examinees will sign in and out whenever they enter or leave the testing room. The check-in area should be located near the entrance to the testing room, in an area separate from other activities. A sign must be posted on the door to the testing room indicating testing is in progress and that audio and video recording is taking place. Testing rooms must be quiet throughout all test administrations. When testing is scheduled or is in progress, do not conduct other activities in or near the testing room that would disrupt the standardized testing environment. Activities not permitted include those that have an audible component, cause disruptive arrivals and departures from testing room, or require TCA participation thus reducing his/her ability to proctor the exams. The Admin station shall only be used for scheduling, registration, and administration of testing programs. Treat data on the Admin station as confidential. Position the Admin station to permit good visibility through the viewing window into the testing room while limiting the viewing of the Admin monitor by anyone except certified TCAs. At each test station, position the computer monitor, keyboard, and mouse properly for ease of use without strain. If there are windows in the testing room, (in addition to the test administration viewing window) those windows must have blinds or shades which must be closed so that no one can see into the testing room from outside and no one inside can see out. The TCAs viewing area must be restricted to center staff. The testing room must comfortably accommodate the number of testing stations placed in it. Each testing station must be separated by sound and light absorbing privacy dividers. Place the computer stations in a formation restricting visibility of other computer screens. Lockers with keys must be available to examinees. There should be at least as many lockers as there are testing stations. Lockers should be located within the TCA's line of vision but never in the testing room. The testing room must be equipped with a video camera with a microphone. One video monitor will be used in each center. The Monitor must be turned on at all times while testing is taking place. This is also referred to as a surveillance system. The audio monitor should be turned on at all times while testing is in process. Make certain that the sound level is such that sounds can be heard by the TCA. If the video and/or audio monitors fail, increase the physical monitoring of the testing room and do not become involved in any other activity except monitoring the testing session. Also ensure the Global Help Desk has been informed as some clients require recording of their examinees.
Prometric


Control access to the computers at all times. Do not use the test room for any purpose other than testing.
AP&C Centers Outside the U.S., U.S. Territories, and Canada Only More on Facilities
Table 89. More on Facilities.
More on Facilities Information

Provide services to people with disabilities in the spirit of, and with the intent of, the Americans with Disabilities Act of 1992 to the extent possible based on local cultures. At a minimum, the site must be wheelchair-accessible. Provide a secure, lockable testing area free from outside distractions. If necessary to achieve this, the area must have sound absorbent walls (9-cm insulation in the walls or sound absorbing wall covering). Be available throughout the year, in principle 5 days a week (including specified evening hours and Saturdays; excluding official national holidays) to the extent possible based on local cultures. Be in a location that is easy to reach by means of private or public transport commonly used in the host country. Maintain room temperature during testing that is generally considered comfortable in the host country, through a temperature and ventilation control system. Have testing stations that are desks without drawers with minimum width of 1.2 meters and a depth of 75 centimeters. Have privacy panels between desks with minimum size of 120 centimeters long by 150 centimeters high. If, due to local conditions, this is not feasible, the desks must be sufficiently far apart (minimum 1.5 meters) so that no examinee can read from another examinees screen. Have chairs that are supportive and comfortable for adults. Have sufficient overhead fluorescent or incandescent lighting positioned so that screen glare is minimized. Fluorescent light must be warm white or soft white. Have one direct analog phone line used solely for data transmission installed next to the Admin station. This phone line must be available as needed on a daily basis. Have a separate phone line which may be an extension of the facilitys regular phone system. This phone is to be used by system administrator to contact the Global Help Desk when a system problem develops and must be located in the same area as the Admin station. If touchtone is not available, a tone generator must be available. Provide monitoring in one of the following manners: a TCA may be seated in the testing room positioned in such a way that all examinees can be monitored throughout the test; a TCA may monitor the testing room from another room through an observation window. In this case, the administrators desk must be against the viewing window so that the TCA may see all examinees throughout the test. A parabolic mirror may be used to ensure that all examinees are visible to the TCA. Have a video camera system installed to allow DVD or VHS taping of all testing sessions. Video camera(s) must be situated so that all workstations and examinees may be seen clearly and should have audio pick-up. A sign indicating that testing sessions are recorded must be displayed on the door to the testing room. Have cabling and electrical systems which meet Prometric standards. In countries with unreliable power supply, measures must be taken to protect the equipment from power failures and power surges. Have a center administrator area that is large enough to provide sufficient privacy when checking in examinees. This area must be located outside the testing room close to the door.
Prometric

More on Facilities Information

Have a test administrator desk/workspace that is large enough to accommodate: the administration PC the printer the telephone the video recording equipment the image capture equipment Have an Image Capture area with a consistent light colored background. Have sufficient space to store testing related items. If possible, have a waiting area with sufficient waiting space for examinees only. Have a space where examinees can securely store personal belongings when taking tests. Have various signs directing examinees to the testing center.
The minimum number of testing stations will be determined on an individual basis for each test center. The number of testing stations and testing sessions should provide sufficient capacity to process each test request within 30 days of the request.
Daily Test Center Maintenance

Table 90. Daily Maintenance.
Daily Maintenance
Maintain a comfortable room temperature of 70-74 Fahrenheit or 21.5-23 Celsius. Clean monitors and desktops with a towel. Make sure nothing is underneath the monitor or keyboard. Tap and brush keyboards, wipe off any stray marks with 50/50 alcohol/water solution. Pencils should be freshly sharpened and need to be replaced if they become short or dented/marked, or if the erasers are worn down. Clean headsets with alcohol wipes.
Weekly Test Center Maintenance

Table 91. Weekly Maintenance.
Weekly Maintenance
Brush chairs to remove dust and lint. Dust tables, lampshades. Empty pencil sharpener. Clean underneath every monitor in the center, do the same under the printer.
As Needed Test Center Maintenance

Table 92. As Needed Maintenance.
As Need Maintenance
As needed the TCA should ensure that the test center is in like new condition. Remove smudges or spots on doors, door jams, and walls. Spot clean carpet and upholstery.
Prometric

As Need Maintenance
Check for hanging wires, and place them out of sight. Repaint walls when necessary. Shampoo carpet at least twice per year; replace when necessary.
AP&C Centers in the U.S., U.S. Territories, and Canada Only General Security System Information
Table 93. General Prometric Testing Center Security System Information.
General Prometric Testing Center Security System Information

Important: Call the Prometric Security Department at 1-800-815-5589 if the alarm is accidentally set off or if you suspect a break-in. The Prometric Security Department handles all issues relating to the Prometric testing center security system that protects the room where the file server is located. These issues include: questions, repairs, code assignments, code changes, code de-activations for employees no longer at your center, emergencies, etc. The Prometric Security Department will issue codes to each center. One of these codes will be issued to Building Management for your center; the others are for TCA use. Important: Send security system code change requests via e-mail to prometricsecuritydept@prometric.com or call 1-800-347-3781. The Prometric testing center security system consists of: alarm control key pad motion sensors door contacts To disarm the system You have 45 seconds to enter a valid code once the circuit between any door leading into the room and the corresponding door contacts is broken. Enter your 4-digit code and a "1" on the Prometric testing center security system keypad. To arm the system Firmly close all doors. Ensure the keypad has a solid green light displayed. Enter your 4-digit code and a "2" on the keypad. You have 45 seconds to exit the room before the alarm is activated. To enable or disable the chime function on the alarm system Enter your 4-digit code and a 9 on the Prometric testing center security system keypad to enable or disable the chime function.
AP&C Centers Only - Security of the Testing Facility and Equipment

Table 94. Security of the Testing Facility and Equipment.
Security of the Testing Facility and Equipment

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

Security of the Testing Facility and Equipment

AP&C Centers in the U.S., U.S. Territories, and Canada Only: Report to Prometric Security Department at 1-800-815-5589 immediately: If you suspect the Prometric center security system has been compromised or the room where the file server is located has been entered unlawfully but the alarm did not sound. When codes should be de-activated for code holders who no longer work at your center or to identify individuals who should no longer be authorized to enter the file server location. Anytime local emergency services are called to investigate your center, file the appropriate form in the Test Center Security Guide. All testing sessions are video and audio recorded. The audio part of the device shall be sensitive enough to alert the TCA to whispered speech. Physical monitoring of the testing room must be increased if the video and/or audio monitors fail. During the check-in process, examinees will be informed (by a handout) that they will be audio-monitored during testing. Also, a sign shall be posted on the door of the testing room indicating that all test sessions are being taped. Video cameras shall be placed in such a way that all test stations can be viewed and recorded. This is considered to be a surveillance system. The workstation numbers in each carrel should be placed so that they can be seen on the video surveillance monitors. The Admin station must be kept in an enclosed area, such as the proctors (administrators) room that can be locked during non-business hours. If test monitoring is to be conducted from the TCAs room, the Admin workstation should be arranged so that the TCA can monitor the testing room via an observation window. A parabolic mirror may be used to ensure that all examinees are visible to the administrator. The Admin workstation shall only be used for scheduling, registration, and administration of testing programs. The Admin workstation shall be connected by modem to the dedicated modem-capable telephone line. Only authorized software shall be installed on the Admin workstation. Ensure that the CUD (if applies) is kept in the physical possession of a staff member when the disk is out of locked storage. Do not permit examinees to handle the disk at any time. Keep the CUD (if applies) in a locked file or drawer separate from other disks and file server at all times when not in use. Provide a securely locked storage cabinet for examinee records. Ensure that location of and access to the storage area and the strength of its locking mechanism are sufficient to deter access to test materials by unauthorized persons. Assure that only authorized persons have access to these materials. Ensure the testing room is not used for storage of equipment, exhibits, or other items. The Admin station is for use by testing staff members only. Information displayed (registration and scheduling data) is confidential. Do not use it for any purpose not directly connected with test administration. Maintain the confidentiality of passwords for access to the testing system and the Prometric testing center security system. Staff members should know their individual passwords only. No staff member should share his/her password or make it accessible to anyone else, including other staff members. Do not keep written or otherwise documented records of passwords.
Prometric

Security of the File Server

Table 95. Security of the File Server Information.
Security of the File Server Information

At the center, the file server is hub of the system controlling all activities on the network. In addition to the Prometric testing center security system, the file server may be secured in either of these two ways provided the area provides sufficient ventilation for cooling and access for electrical connections: The file server can be located in a cabinet with lock capability in an area that is usually locked. a. In this case, the cabinet must be locked. b. If an authorized person is not in the center, the area must also be locked. c. The lock to the area and cabinet must be unique (e.g., key lock, combination lock, fail-secure electronic locking device). AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: Cabinets shall be made of metal. It is preferable that the sides be joined by welding. If the sides are joined by screws and nuts, they must be installed in such a manner that the cabinet cannot be taken apart except by opening the doors and completing the process from the inside. The doors shall have a three-point locking system (top, bottom and center). If this is not available, the doors shall be secured by using a steel bar across the front with a locking mechanism. The file server may be housed in its own room that will be locked without a locked cabinet. a. In this case, the lock to room must be unique (e.g., key lock, combination lock, fail-secure electronic locking device). b. In addition, the storage room must be located within an area that can also be locked whenever an authorized person is not present. In either case: a. If keys are used, they must be kept in a separate locked location or carried by authorized persons only. b. The keys must not be labeled. c. If combination locks or electronic locking devices are used, the combinations must not be readily available. AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: If the file server is located in a secure closet or small room, one of the security considerations is access to the file server through one of the walls by an intruder. For the file server closet walls, normal outside wall construction is adequate. But all the walls will not be so constructed. An inside wall can vary significantly in structural soundness. In some instances, there have been stairwells, lobbies, or other businesses on the other side of a closet wall of questionable construction. The integrity of the walls shall be verified. The cabinet can be located in the testing room or the proctors (administrators) room. If the file server is not within the proctors (administrators) room, no cabling between the file server and the administrators station can be exposed to unauthorized individuals. Regardless, in all cases, cabling shall be completely contained within the confines of the Prometric testing center. The room where the file server resides must be monitored with the Prometric testing center security system. Important: File a CPR for any problems you have with the Security System or any of its components. AP&C Centers Outside the U.S., U.S. Territories, and Canada Only: These centers do not use the Prometric security system. Center management must maintain current lists of all individuals who have access to the file server and room in which it is located. This includes staff, landlords, security personnel, etc. An authorized staff member must supervise any access to the file server by unauthorized persons (i.e., repair persons).
Prometric

Security of the Exam and Related Materials

Table 96. Security of the Exam and Related Materials.
Security of the Exam and Related Materials

Security of test materials is critical. From the moment of delivery to the time test materials are sent back to originating authority, the TCA is responsible for ensuring their protection from loss or unauthorized access and preventing an examinee from having either an unfair advantage or disadvantage. Ensure that the person taking the exam is the person authorized to take it. Make certain: No examinee has access to test materials before his/her exam. No one, except the examinee as s/he tests, reads content of the exam at any time (this includes all members of test center staff). No one reproduces, copies, photographs, or records any exam questions or takes secure test material from the center. No one inspects computer-displayed items or secure paper test material at any time except for the examinee as s/he tests. Notes: Test center staff may not inspect content of test during an examinee's report of a specific defect. The TCA may not read individual test questions if the examinee reports flawed questions. If an examinee reports problems with a question(s), the TCA should file a CPR documenting the complaint and advise the examinee to address the complaint with the certifying client. At no time should the content of a question be placed in the CPR. Refer to the exam and the question number only. The TCA may only view the test screen if the complaint is regarding technical problems (i.e., formatting, font size too small, part of question off screen, etc.). Do not allow an examinee to bring reference material or other personal belongings (e.g. purses, eye glass cases) into the testing room unless specified by the client practice. Lockers are provided for this purpose (in AP&C centers only). Every exam must be administered according to testing guidelines of the particular client organization.
Report to the Global Help Desk immediately: Any potential compromise of test data or materials before, during, or after testing process. Any and all unusual testing circumstances. File a CPR.
Other Security Measures

Table 97. Other Security Measures.
Other Security Measures

Center staff must not use the testing room for storage of any items, including unused computer equipment, exhibits, or staff personal items. Each center must complete the Test Center Emergency form, including medical and utility emergency numbers, and prepare a center emergency plan.
Prometric

Prometric Data Privacy Policy

Table 98. Data Privacy Policy.
Data Privacy Policy

You should not discuss with or reveal to anyone, examinees personal information such as identification data. Unauthorized access to an examinees registration record or release of an examinees personal information may be grounds for legal and civil action against you, the center owner, and Prometric. Data protection is so important that even Admin station monitors are positioned to keep other examinees from viewing the screen while an examinee is being checked in. Do not use examinee registration information in any mailing or marketing-related activities. Do not provide or sell examinee names for any purpose without Prometrics prior written approval. The complete Prometric Privacy Policy may be accessed through the PTC Web site.
Test Center Staff Qualifications and Responsibilities

Table 99. Test Center Staff Qualifications and Responsibilities Information.
Test Center Staff Qualifications and Responsibilities

All test center Administrators must: be at least 18 years of age. be trained. Training may consist of classroom training, on-line training and on-the-job training, the latter as an aide to an experienced staff member. successfully pass the Administrators Certification test. And all require Continuing Education exams (usually three per year). not hold or pursue any IT certifications while a certified testing center Administrator or for at least 90 days after his/her certified testing center administrator status expires. agree with the electronic Administrators Agreement form. There must be at least two staff members at each center when your system is operational. If your center is a double lab, or has more than two labs, you must have at least one certified TCA at each lab that is conducting testing.
AP&C Centers Only Staff Levels

Table 100. Staff Levels.
Staff Levels
There are two levels of staff at a test center: Supervisor and TCA. A center should not have more than 3 people designated as Supervisor.
Prometric

TCA Eligibility to Take Exams Policy

Table 101. TCA Eligibility to Take Exams Policy.
TCA Eligibility to Take Exams Policy There are certain client testing restrictions which may prohibit your eligibility for a certain period of time to register and take an exam following your involvement in any aspect of the administration, proctoring or handling of that exam at your test center. Some client restrictions may even continue for a period of time past the termination of your employment with Prometric. You are responsible for contacting your DM or TOM to determine the applicable client restrictions and whether you are eligible for a waiver. Your DM or TOM will contact the appropriate CSM for specific guidelines regarding the specific exam requested. Failure to adhere to these client restrictions may result in disciplinary action, including the termination of your employment.
Conflict of Interest Restrictions

Table 102. Conflict of Interest Restrictions.
Conflict of Interest Restrictions

To avoid a conflict of interest or appearance of any impropriety, center staff must not: Be involved as an instructor or student in any courses, workshops, or tutoring activities, whether public or private, whether on a paid or volunteer basis, that involve drilling on test questions similar in content to those in exams they are administering; or any other test preparation or coaching activity whose purpose is to address content of secure Prometric exams. Administer, or provide access to, any Prometric exam to a member of his/her household or any immediate family member, or any third party known to them who has not followed standard Prometric test registration procedures. Handle secure test materials for administration of a Prometric exam to a household or immediate family member or any third party known to them, such as a fellow employee, who would obtain advantage or benefit as a result of administration or handling of materials. Take any Prometric exam for such a period of time as specified by the testing entity sponsoring the test following involvement in any aspect of the administration, proctoring, or handling of that exam(s). Administer or provide access to any test to an employee of testing center where s/he works. IT Centers Only: Hold an IT certification or pursue any IT certifications while working in the capacity of a TCA in an IT delivery center.
Additionally, Prometric and its client reserve the right to invalidate test results of administrator or third party should these guidelines be violated. Center staff must not provide access to any exam or proprietary test delivery software to any third party except those who are registered to take test under secure testing conditions. Legal action can be brought against center staff for failure to adhere to these responsibilities.
IT Centers Only Dress Code

Table 103. Staff Attire.
Staff Attire
Business casual dress does not allow for blue jeans, shorts, t-shirts, athletic shoes or sandals and open-toed shoes.
Prometric

Staff Attire
Wrinkled or stained clothing does not convey a professional demeanor to examinees and therefore has no place in the test center environment. Ensure that you maintain excellent personal hygiene. When wearing after-shave/perfume, remember many individuals have allergies, use sparingly.
AP&C Centers Only Dress Code

Table 104. Center Staff Apparel.
Center Staff Apparel

Center staff must be clothed appropriately and wear a name badge at all times when working in the center. Use the following guidelines when selecting center apparel. Appropriate, acceptable apparel is defined as business-casual. Tops (shirts or blouses) and bottoms (pants or skirts) must be either solid dark or solid light in color. Dark colors may be black; various darker shades of gray or blue; or any color that is considered moderate or discreet in nature. Light colors include white, khaki or pastel shades of any color that is considered moderate or discreet in nature. Exception: White and pastel shades are not acceptable for bottoms. Shirts and blouses should be collared and have sleeves. Tee shirts are not allowed, however, tee-shirt like material in a collared shirt/blouse with sleeves is acceptable. Tops and bottoms must contrast. For instance, if you wear a dark shirt, you must wear a light bottom. You may not wear a black shirt with black trousers. Or A khaki shirt with a khaki skirt. Types of unacceptable attire include, but are not limited to: jeans, shorts, stripes, designs, flip-flop sandals, athletic shoes, or spandex.
Prometric Logo Clothing

Table 105. Prometric Logo Clothing.
Prometric Logo Clothing

Prometric logo clothing and name badges are available at http://prometric.concordpromotions.com/login.asp. Usernames and Passwords are not required to enter the site. On the right-hand side of the main web page, simply click on Click Here to Enter Public User Site. There is no charge for name badges but when ordering you will be expected to pay shipping and handling charges. In addition, you will be expected to pay for any other items you order. To order name Prometric logo clothing, scroll to the bottom of the main Merchandising Center page and select TCA Uniforms (also available from the left-hand menu bar). To order name badges, scroll to the bottom of the main Merchandising Center page and select TCA Name Badges.
Prometric

Center Staff Personal Hygiene

Table 106. Center Staff Personal Hygiene.
Center Staff Personal Hygiene

Center staff must use discretion when using perfume and/or scented products such as deodorant, shampoo, body spray etc. Anything that might cause an allergic reaction in others should be applied sparingly or avoided.
Training and Certification

Table 107. Training and Certification Information.
Training and Certification Information

Before a test center staff member may be authorized to administer computer-based tests, staff member must be trained and certified. Each TCA must successfully complete the TCA Training Course and the TCA Certification exam. Instructions for certification requirements can be found on the Prometric website.
AP&C Centers Only Administrator Logins and Passwords

Table 108. Administrator Logins and Passwords Information.
Administrator Logins and Passwords Information

Every member of testing center staff should have his/her own personal login ID and password and should not share it with other staff members. The UAS Default password is always the center number followed by the first 3 characters of the login (e.g., 9999Joh). This is case sensitive and there are no spaces between the center number and name. Supervisors can reset passwords to the UAS default password. The login and password are case sensitive. They must always be entered exactly how they were created. Login passwords require a minimum of 1 character and a maximum of 14 characters. Each user must change his/her default password to a unique password the first time s/he logs onto system and any time after the password has been reset to the default. Any administrator with a default password will be prompted to change it when s/he logs in. Once a password has been changed, the discarded password may not be immediately re-used, however, you may re-use it in the future. A reminder message will appear warning of password expiration. If a password had originally been set to expire in 360 days, this could also serve as a reminder to take your certification exam. Choosing Cancel on the log in or Change Password box closes UAS. A full login (to the network and UAS) is required to return to the system. Delete administrator information when employees are no longer associated with your center. Contact the Global Help Desk for assistance if password is unknown or forgotten. There should be no written documentation of passwords kept at any time.
Prometric

IT Centers Only Changing Pulse/Polaris Passwords

Table 109. Changing Pulse/Polaris Passwords Information.
Information
See the Pulse and Polaris topics for instructions on how to change your Pulse/Polaris password.
IT Centers Only Changing the TCM Password

Table 110. Changing the TCM Password.
Step Procedure
The TCM password is separate from the Polaris, Pulse and APTC website password. 1 2 3 4 5 From the main TCM screen, choose the Administration menu, then Change Administrator Password. The Change Administrator Password dialog box opens. Enter your current password. Enter the new password. Enter the new password again. Click OK.
Center Access for Non-Authorized Persons

Table 111. Center Access for Non-Authorized Persons.
Center Access for Non-Authorized Persons Policy

At times it may be necessary for non-authorized persons such as computer repairmen, janitors, or other workers to enter the testing room or areas in which the file server or secure test materials are kept. When this occurs, make sure any materials containing examinee information is out of sight and all exam materials are secured. Also, a staff member must be present and remain in the area until the workers finish. After they have completed their work, a staff member must escort them out of the secure areas. Always file a CPR/Site Report for such occasions.
Information Requests
Table 112. Information Requests.
Information Requests Policy

Testing centers should refer requests for testing program information other than that which is intended for distribution to examinees to Prometric Headquarters. Prometric staff, in turn, will contact the Global Help Desk and the respective Prometric program manager.
Prometric

Handling Visitors and Observers

Table 113. Visitors and Observers.
Visitors and Observers Information

For more, see the Test Center Security Guide for specifics.
AP&C Centers Only CNATT Policy Due to Weather Events

Table 114. CNATT Procedure.
CNATT Procedure
The following established policy must be followed in the event your site may have to close due to predicted or actual severe weather events: IMT Closures General Information
An IMT (Incident Management Team) closure is one initiated by Prometric Corporate offices. These types of closures are initiated when Prometric determines it is in the best interest of both partners and Prometric to protect the persons and assets of the company in anticipation of severe weather developing such as a hurricane. A Predicted closure is a site closure initiated by Prometric Management in response to an anticipated weather event as predicted by the local weather forecasters. These events could be but are not limited to snow, rain or floods. An Emergency closure is a site specific closure initiated by the site. There is usually no prior notification. The closure is in response to an event which impacts a single site or market location.
Predicted Closures
Emergency Closures
Step Details
1 2 IMT is notified of an impending weather event. IMT determines the impact and selects the sites that are to be proactively closed. A severe weather related event is forecast for a specific geographic area. Prometric Management must work with local site management to determine the closure status of a site for the next day. A highly localized weather event occurs affecting a single site. The site will notify their District or Territory Operations Manager. This notification cannot be a voicemail. If a DM or TOM is not reachable, the site must call another TOM or DM from the TOM/DM map (list).
A list of sites to be closed is provided to the Global Help Desk.
By 3:00 p.m. Eastern Standard or Eastern The District or Territory Manager Daylight time, the District or Territory notifies the Global Help Desk. Operations Manager will notify the Global Help Desk of all sites that are closing The Candidate Care Department will notify all impacted candidates by 8:00 p.m. Eastern Standard or Eastern Daylight time. The CNATT will be extended on a day to day basis until the weather event has been determined to no longer affect the safety and security of candidates and employees. The Candidate Care Department will notify all impacted candidates.
Notification is made to all Prometric management staff in the areas impacted Management staff communicates closure notification to sites.
The CNATT will be extended on a day to day basis until the weather event has been determined to no longer affect safety and security of candidates and employees.
The following bullets apply to all weather event closures regardless of who initiates the closure.
Prometric

CNATT Procedure
If you know you will be closing your center the next day, you must call your District or Territory Operations Manager by 3:00 p.m. Eastern Standard or Eastern Daylight time the day before, to allow sufficient opportunity for our Candidate Care department to contact any scheduled examinees. Direct all examinee inquiries on the subjects of weather closures and/or weather-related reschedules to their client organization. Do not refer examinees to Prometrics Candidate Care Department. Do not, under any circumstances, convey to any examinee, that s/he may receive a reschedule at no cost due to a weather event.
Power Outages Procedures

Table 115. In the Event of Power Outages Procedures.
Step Procedure
When a power outage occurs at your center and power is immediately restored, you will have to restart each examinee's test using Restart. If the power is not immediately restored, power off each testing station and other equipment until the power is again available. 1 a. b. 2 Ask examinees to wait at least 30 minutes for the power to be restored. After that time, examinees may either: Wait in the center to resume the exam. Reschedule to take an entirely new exam at the earliest and most convenient time either at your center or another if permitted by particular testing program. (Refer to the appropriate client practice.) In cases where a power outage is expected to be long-standing, either telephone any examinees scheduled for later the same day or arrange for the Global Help Desk to contact them. In any case, the Global Help Desk should be notified. File a CPR when the power is restored detailing examinees affected and actions taken. IT Centers Only: File a Site Report in the correct category when power is restored detailing examinees affected and the start/stop time of the outage.
Natural Disasters and Threats to the Center

Table 116. Natural Disasters and Threats to the Center Information.
Situation
How to Respond to Potential Natural Disasters
What to Do
You need to inform the Global Help Desk if center staff will not be able to operate the center or if local conditions might prohibit examinees from traveling to the test center. The Global Help Desk will manage the closure of the test center, if necessary, for the duration of the incident or the rescheduling of examinees who cannot attend due to the natural disaster risk. If possible, it is recommended that a note indicating the reason for closure be placed on the door of the test center. IT Centers Only: Do not promise the examinee a free reschedule. Request s/he call the RCC in 48 hours to discuss a new appointment.
How to Respond to Actual Natural Disasters
If a natural disaster occurs such as a fire, earthquake, etc. move the examinees to safety as quickly as possible. Lock the center doors and notify the Global Help Desk & your Channel Manager (District Manager or Territory Operations Manager) as soon as you and the examinees are safe and you are able to make contact. Contact local emergency services and refer to your test center emergency plan for details.
Prometric

Situation
How to Respond to Threats to the Test Center
What to Do
Threats to the test center should always be taken seriously. Should such an incident occur, evacuate the test center immediately, lock the center doors and contact local emergency services as soon as you and the examinees are safe. Follow emergency services instructions and refer to your test center emergency plan for details. Notify the Global Help Desk and your Channel Manager (District Manager or Territory Operations Manager) of the incident when you are able to make contact. Each test center must prepare a center emergency plan to address appropriate responses in emergency situations. Emergencies include storms, floods, fires, fire drills, threats or other unusual activities that disrupt exam administration and are beyond your control. In an emergency, your primary concern should be the safety of everyone present. If necessary, evacuate everyone from the test center immediately. If there is sufficient time, turn off the examinees' testing stations and lock the testing room door after everyone has exited. Notify the Global Help Desk and your Channel Manager (District Manager or Territory Operations Manager) when you are able to make contact. If you powered off the computers and it is possible to return to the testing room in a reasonable amount of time, follow procedures to restart each computer and allow examinees to continue testing. If you did not power off the computers and it is not possible to return to the testing room in a reasonable amount of time, you will have to terminate testing. In such cases, notify the Global Help Desk and your Channel Manager (District Manager or Territory Operations Manager) for specific guidance and file a CPR for each examinee affected by the incident. Include the Global Help Desk ticket number in the CPR.
Center Emergency Procedures
What to do after the Emergency
Prometric

Center Emergency Plan

Center Name/Number: Prometric Testing Center Staff Member Date: Security Level Phone Number
Emergency Phone Numbers

Emergency
Medical Security Facility Electrical Heating/Cooling Plumbing Global Help Desk ETS Hotline
Phone Number
Emergency Evacuation Plan

Use this space to detail your center's emergency evacuation plan. Ensure you have a completed plan before you begin delivering computer-based testing at your center. Identify all emergency exits. If possible, turn off all PCs in testing room before vacating the center. Notify Prometric that the center is down as soon as you are able. Have a list of examinees' names available and report them to Prometric. When you are able to return to the center, complete a CPR/Site Report that describes the situation in detail. Provide the names of the examinees who were at the center or unable to test due to the emergency. _______________________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________
Prometric

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Standard Operating Procedures Guide

Revision 2.04 August 02, 2011

Standard Operating Procedures Guide Standard Operating Procedures

Revision 2.04 02-August-2011