TestCenterSecurityGuide.pdf

Test Center Security Guide

Revision 1.16 August 18, 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. Prometric Testing Center™, Prometric ©, and the Prometric© logo are trademarks of Prometric ©, Inc. Copyright© 2011 Prometric ALL RIGHTS RESERVED. No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, taping, Web distribution, or information storage and retrieval systems, or in any other manner—without the written permission of the publisher.


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General General ............................ .......................................... ............................ ............................ ............................ ........................... ........................... ............................ ....................... ......... 1 The Safety of Test Center Staff and Examinees ........................................................................ 1 Threats to the Safety of Test Center Staff and Examinees .......................................... 1 When an Examinee Reports Stolen Belongings .......................................................... 2 Requests for Examinee Information ............................................................................ 2 Weapons Policy ......................................................................................................................... 2 Security of the Test Center and Exams.......... .......... ........... ........... .......... ........... ........... .......... .. 3 Examples of Test Center Security Threats .................................................................. 3 File Server Protection .................................................................................................. 3 Center Unique Disk (CUD) ......................................................................................... 3 IT Centers Only – APTC Security of Hardware and Software. ................................................. 4 Threats to Test Security ............................................................................................................. 4 Examples of Test Security Threats .............................................................................. 4 Test Security – What to do .......................................................................................... 5 AP&C Centers in the U.S., U.S . Territories, and Canada Only – Perimeter Security Systems........................................................................................................................ 5 Break-Ins Break-Ins ............................ ......................................... ........................... ............................ ............................ ........................... ........................... ............................ ..................... ....... 6 AP&C Centers Only – Surveillance .......................................................................................... 7 Video and Audio Surveillance..................................................................................... 7 Daily Audio and Video Check .................................................................................... 7 The Special Conditions Room ................................................................................................... 8 Center Passwords ....................................................................................................................... 8 Opening the Test Center ............................................................................................................ 9 AP&C Centers Only – Prometric Testing Center Regulations Form ........................................ 9 IT Centers Only – Test Center Regulations Form ..................................................................... 9 Storage of Personal Items ........................................................................................................ 10 Emergency Medical Devices and Medication ......................................................................... 10 Checking In the Examinee - Inspection ................................................................................... 10 Checking the Examinee for Prohibited Items ............................................................ 10 Head Coverings/Headgear/Religious Articles and Jewelry ........... ........... ........... ...... 11 Kirpan Kirpan .......................... ........................................ ........................... ........................... ............................ ........................... ........................... .......................... ............ 11 Clothing Clothing ........................... ......................................... ............................ ............................ ........................... ........................... ............................ ..................... ....... 12 Earplugs Earplugs........................... ......................................... ........................... ........................... ............................ ............................ ........................... ..................... ........ 12 Prohibited Items Policy ........................................................................................................... 12 Prohibited Items Policy ............................................................................................. 12 List of Prohibited Items ............................................................................................. 13 When an Examinee uses a Prohibited Item during the Exam .......... ........... .......... ..... 13 Checking the Examinee’s ID ................................................................................................... 14 General ID Verification Information ......................................................................... 14 Acceptable IDs .......................................................................................................... 15 Tampered/Altered IDs ............................................................................................... 15 Checking ID during Check-In ................................................................................... 16 AP&C Centers Only - Biometrics Capture .............................................................................. 17 Manual Biometric Capture ........................................................................................ 17 Electronic Biometric Capture .................................................................................... 18 AP&C Centers Only - Digital Photos ...................................................................................... 18 Proctoring of Exams ................................................................................................................ 18 Examinee Misconduct - What to Do ............................ .......................................... ............................ ............................ ............................ .................. .... 19 Examinee Misconduct ............................................................................................... 19

Examples of Examinee Misconduct .......................................................................... 19 CPR/Site Reports Basics ......................................................................................................... 20 Submitting CPRs/Site Reports .................................................................................. 20 CPRs/Site Reports for Security Problems ................................................................. 21 Test Center Staff ...................................................................................................................... 21 TCAs .......................... ........................................ ............................ ............................ ............................ ............................ ............................ ......................... ........... 21 TCA Security Responsibilities .................................................................................. 22 Conflict of Interest Restrictions .......................... ........................................ ........................... ........................... ........................... ............... 22 Test Center Staff Misconduct .................................................................................... 23 Secret Shop and Site Audits .................................................................................................... 23 Secret Shops .............................................................................................................. 23 Site Audits............................ .......................................... ........................... ........................... ............................ ........................... ........................... ................. ... 24 Visitors and Observers ............................................................................................................. 24 Facility/Security Breach Form ................................................................................................. 25 Exhibit 1 - Facility/Security Breach Form ............................................................................... 26 Exhibit 2 - TCA Confidentiality Agreement ........................................................................... 27 Exhibit 3 - Prometric Testing Center Regulations ................................................................... 28

Prometric

Revision 1.16 Copyright

18-August-2011

2011 Prometric. Information herein is proprietary and company confidential.


General This guide is used by both AP&C and IT centers. Sections/tables/lines 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.

The Safety of Test Center Staff and Examinees Threats to the Safety of Test Center Staff and Examinees Table 1. Threats to the Safety of Test Center Staff and Examinees.

The Safety of Test Center Staff and Examinees Threats to safety are taken seriously and may include natural disasters or bomb threats. In the case of a safety threat situation: •

• Do not turn off the computers. • Assemble all examinees and staff members. • Lock the center and exit with the examinees and staff members to a safe location. Important: Examinees do not have the option of staying in the exam room during emergency situations.

In the case of Bomb Threats: •

• Immediately call local emergency services and follow their instructions on building evacuation. • Notify the Global Help Desk as soon as you can.

Test Center Security Guide - 1

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When an Examinee Reports Stolen Belongings Table 2. When an Examinee Reports Stolen Belongings.

Stolen Items Policy •

Occasionally an examinee will report that his/her belongings have been stolen from the test center while s/he was in the testing room.

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Advise the examinee to immediately file a report with the police.

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Issues . File a detailed CPR/Site Report using subject code #110 – Security Issues.

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Prometric’s Security Department and the client will investigate the allegation after receiving the CPR/Site Report.

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Test centers are not responsible for reimbursing examinees or replacing belongings that have been reported stolen.

Requests for Examinee Information Table 3. Requests for Examinee Information.

General Information •

Do not discuss Prometric business with any members of the media or allow pictures of the center to be taken. And do not allow the Press to remain at the test center (unless they present a Letter of Authorization/LOA). Refer them to Prometric corporate offices.

•

It is important to protect the personal identity of everyone at your test center. Individuals who are not examinees or Prometric representatives may call test centers requesting information about examinees or programs. Such requests may come from someone claiming s/he is an examinee’s employer or family member. The Standard Operating Manual and Standard Operating Procedures Topics have detailed information on personal identification data needed before handling examinee records.

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Test Center Administrators (TCAs) are not to discuss, publish or in any other way reveal examinee information such as name, score, or confirmation number for any purpose to include marketing.

Weapons Policy Table 4. Weapons Policy.

Weapons Policy •

This policy applies to examinees, visitors, and employees.

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Weapons of any kind are prohibited in all Prometric testing centers.

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Only Law Enforcement personnel acting in an official capacity, not as an examinee, may carry weapons.

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If an examinee, such as law enforcement person in uniform or off duty attire, brings a weapon to the test center, s/he must store it in his/her vehicle (or a locker) until s/he is ready to leave the center.

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Any exceptions to this policy must be pre-approved through the Prometric Security Department and Special Accommodations team.

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A kirpan (short steel religious sword), an article of faith, meeting the requirements set forth in Table 22 will be allowed.


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Security of the Test Center and Exams Examples of Test Center Security Threats Table 5. Examples of Test Center Security Threats.

Examples of Test Center Security Threats •

Unauthorized access to the TCA area, file server, or testing room.

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Unauthorized use of the Admin or testing stations.

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Unauthorized software loaded onto any test center equipment.

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The test center security alarm goes off.

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The test center perimeter alarm is already disarmed when the first TCA arrives in the morning.

File Server Protection Table 6. The File Server.

The File Server Important: If there is an indication that the server or Admin station has been tampered with, do not run Open for Business processes before calling the Global Help Desk. The Global Help Desk team will tell you how to proceed. •

Your file server is maintained in a highly secure area. It should be locked from access at all times, unless you have been directed by the Global Help Desk or a Prometric technician to access the area.

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Do not allow guests, visitors, observers and workmen access to the file server without express permission of Prometric management. In the event permission is granted, a TCA should always be present.

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Cleaning crews should not be allowed access to the file server, but may clean the center if the file server is in a secure, inaccessible inaccessible location.

Center Unique Disk (CUD) Table 7. CUD Information.

CUD Information Important: Effective May 10, 2010 new centers and/or some rebuilt servers will no longer have floppy drives, nor require CUDs. In those cases, skip any instructions for CUDs. •

The CUD, if used at your center, contains center-specific information needed to perform Open for Business (UAS system only).

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The CUD should be stored in a locked file or drawer separate from other disks, and not with the file server.

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During use, it must be kept in the physical possession of a staff member.

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Do not permit examinees to handle the CUD at any time.

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If your center requires use of a CUD and opens more than five (5) consecutive days without the system requesting the CUD, alert the Global Help Desk.


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IT Centers Only – APTC Security of Hardware and Software. Table 8. Security of Hardware and Software.

APTC Security of Hardware and Software Exam Security and Integrity is of paramount importance to Prometric. As an APTC Operator you are required to maintain a secure environment in your test center at all times. This includes securing your test center from unwanted actions by employees as well as examinees. On numerous occasions, Prometric and our test center partners have found IT test center employees (TCAs, technicians, instructors, etc.) involved in misconduct. This misconduct often involves tampering with test center hardware and software for the purpose of helping students/examinees to pass, or even exam theft. To ensure this illegal activity does not occur in your test center, APTCs must comply with the following prohibitions. Any machine that is being used to deliver Prometric Prometric exams (DTS2 User), must not: •

Operate within virtualized testing environments; Prometric exams are never to be delivered using Virtual Environment Software.

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Be used to attempt to launch exams multiple times on a single registration.

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Have brain dump or verbatim exam study guide products in any format (pdf, txt, exe, etc.) resident on them.

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Access links to brain dump websites (Testking, Pass4Sure, Actualtests, etc.).

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Be accessed by Remote Desktop Protocol (RDP) software.

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Perform Cut/Copy/Paste Cut/Copy/Paste functions. functions.

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Perform Print Screen functions.

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Be accessed by external or removable hard drive devices (USB, CD drives, etc.).

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Attempt to access or copy files from the Prometric Directories.

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Attempt to launch unauthorized “screen-grabbing” or recording applications such as Snag-it, MS Paint, Word Pad, Paint Shop, etc.

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Attempt to rename unauthorized applications that are blocked by Prometric’s software.

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Run camcorder software such as recorder.exe, quickcam.exe, Camtheatre, etc.

The machines for the prohibitions listed above include the Admin System, Server, and Test Workstations, used to deliver Prometric exams. Finally, when machines are NOT being used to deliver Prometric exams, and are logged in under Admin, Training Credentials, etc., no attempts should be made to access Prometric File Directories. Attempts to violate any of the prohibitions listed above can result in immediate termination of your Test Center Operating Agreement.

Threats to Test Security Examples of Test Security Threats Table 9. Examples of Test Security Threats.

Examples of Test Security Threats •

Anything that interrupts the TCA’s ability to monitor the testing room.

•

Use of any VM Ware or any virtual environment used to deliver exams.


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Examples of Test Security Threats •

Launching any unauthorized application used to capture screen shots or steal content such as: Snag-it, Paint, or Notepad.

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Talking between examinees in the testing room.

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Any electronic device activated in the testing room (except approved calculators) during the exam.

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Anything written on something other than the official note boards or scratch paper during the exam.

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Examinees attempting to leave the testing room with scratch paper, note boards, or any other copyrighted materials.

Test Security – What to do Table 10. Test Security Procedures.

Test Security Procedures •

Take strong control of the situation.

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Stop the threat.

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Report the incident in a CPR/Site Report.

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Call the Global Help Desk and/or your immediate supervisor if the threat continues.

AP&C Centers in the U.S., U.S. Territories, and Canada Only – Perimeter Security Systems Table 11. Security Systems.

Security Systems •

Many centers are protected by the Prometric supplied ADT Security system. This is a “stand alone system” designed as a first line of defense in the protection of the intellectual property stored in the test center.

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When the test center is not in operation, the system is to be active and armed.

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ADT will monitor and report to Prometric regarding hours of activation for the alarm system.

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In centers with the Prometric system, each certified TCA must have an individual code.

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The cleaning crew must be directed in appropriate use of the alarm system and should be issued a “cleaning crew” code. You may also request a special code for your property management team.

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Should the alarm be set off, a siren will sound and the national monitoring center will automatically be notified. The police may be dispatched unless you notify Prometric immediately that you (and the center) are safe and secure.

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Notify ADT at 1-800-428-7124 in all cases of false alarms.

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To disarm the system: • Upon entering your testing center, you will hear the alarm system and see a small flashing light on the ADT keypad. You will then have 45 seconds to disarm the security system. • Enter your four-digit code and 1 on the ADT keypad. (A successful disarming will shut off the alarm sound and cause the flashing light to stop.) Important: Should you accidentally set off the alarm, shut the system down by repeating the disarm procedure. This time try pressing 1 twice after entering your code. The first 1 should shut off the alarm, the second should reset the system.


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Security Systems •

To arm the system: • Ensure all door contacts are in the closed position with the contacts touching. • Pause briefly in front of the ADT keypad to allow the motion sensor to reset. • At the keypad, enter your assigned four-digit code and then press “2”. You then have 45 seconds to leave the room once you hear the synchronous tones and see a flashing light on your keypad. • Leave the testing lab and ensure the door is locked behind you. The security system completes the arming sequence at the end of the 45-second delay.

•

To activate/deactivate the chime: • Enter your four digit code followed by the number 9 to deactivate the chime. • Enter your four digit code followed by the number 9 to re-activate the chime.

Note: Some test centers have panels that require you to press On, On, Off , Away, Away, etc rather than 1 or 2. Consult your manager if you are unsure which type of panel your test center has. •

Service calls: If your security system is not working properly, call ADT toll free at (800) 428-7124. • Inform them that you are a Prometric National Account. • Provide your center address. • They can assist remotely or schedule a service call. • If they are not able to help, contact the Prometric Security Department Hotline at 800-815-5589. Important: Do Not call this number for general security questions.

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Alarm code changes: • You must notify Prometric whenever you hire or terminate employees for your test center so that their unique ADT codes can be added or deleted. • For ADT code changes contact your Channel District Manager. Include your test center number and names of employees needing new codes or deletion from the system. S/he will coordinate with Prometric’s Security Department. Department.

Break-Ins Table 12. If You Suspect a Break-In.


If the center entrance door shows illegal entry/break-in, do not enter the center without local authorities present.

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Call authorities from a neighbor’s phone.

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Immediately call the Global Help Desk.

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Notify your supervisor.

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Complete a Facility/Security Breach Form (see “Table 49. Facility/Security Breach Form.”).

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DO NOT: • clean up • run Open for Business • touch anything • discuss the suspected break-in with examinees or clients


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AP&C Centers Only – Surveillance Video and Audio Surveillance Table 13. Video and Audio Surveillance.

Video and Audio Surveillance •

If your center is equipped with surveillance equipment, and the VCR, the microphones, and/or cameras are not functioning properly, call the Global Help Desk immediately. A CPR must be filed, including the Global Help Desk tracking number and stating the replacement equipment or service information needed.

Note: After 24 hours, a malfunctioning recording system constitutes a state of center down for several clients. Center down status means that there will be examinees for certain clients who may not be tested. The Global Help Desk team will be able to help you determine which examinees must be rescheduled if the equipment cannot be repaired immediately •

All testing sessions must be video and audio recorded.

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All public areas of the testing facility may be video and audio recorded. This includes the locker, admin and reception areas.

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The audio/video taping sessions protect center staff, the client sponsoring the exam and the examinee.

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Recorded videotapes must be kept in secure storage for 30 days in the event Prometric requests access to t them. On the 31st day you may re-record the tape.

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Replace with new blank tapes (available from order entry) twice each year.

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At the beginning of each test day, before examinees are allowed to start testing, the recording system must be checked. To perform this check and prepare for the first examinee, follow the procedures listed in Table 14. Daily Audio and Video Check Procedures..

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Videotapes will frequently be requested by Prometric or ETS. When requested, the tapes should be transported only by a registered carrier - FedEx, DHL, US Mail Overnight, or UPS are preferred carriers. The tracking number supplied by the carrier must be retained at the center and reported in a CPR the day the tapes are sent. The Global Help Desk, Prometric security, or other Prometric employee will review the shipping procedures with you

Daily Audio and Video Check Table 14. Daily Audio and Video Check Procedures.

Daily Procedures •

Label tape with the date and your center number.

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Rewind tape to beginning and start recording. In clear view of the surveillance camera recite: • The day’s date • Center number and location • Your name • Purpose of the recording: “This is an Audio and Video check.”

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Rewind tape to the beginning and play the recording back to confirm that sound levels are appropriate, video images are being recorded, and the date/time stamp appears.

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Ensure that your VCR is set to record in 24-hour mode. Contact the Global Help Desk immediately if you are unsure which speed your VCR is set for.

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Stop playback after the recording has been confirmed and switch to record mode to begin recording the day’s testing session. Do not rewind to beginning and record over announcement. The announcement should be evident on all tapes stored at the site for 30 days.


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Daily Procedures Important: • Failure to record testing sessions is grounds for immediate suspension of TCA certification, which would make you ineligible to work in the testing center and could jeopardize the test center’s contract to deliver exams. • Video recording is a critical function of our exam delivery service, and inability to record a session may be grounds for canceling exams until the problem is fixed, for some or all of our client programs. • If there is any disruption in this service, it must be escalated to the Global Help Desk team immediately. • Be sure to note the tracking number for any issues escalated to the Global Help Desk. • If recording (both audio and video) is not repaired within 48 hours of a reported malfunction, you must escalate the issue to both Channel Management and Prometric Security. • Ensure workstation numbers are facing the cameras so they can be clearly viewed. • If your time and date stamp are incorrect and you cannot fix them, contact the Global Help Desk. •

Instructions for operating the video recorders in our centers are included in a separate user guide.

The Special Conditions Room Table 15. Special Conditions Room.

Special Conditions Room Many centers are built with a separate examination room specifically for pre-approved special accommodations examinees. It is very important to adhere to the following rules: •

Special Conditions rooms must be kept locked at all times when special conditions examinees are not testing.

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Examinees, other than those needing Special Accommodations, are only to be moved to the Special Conditions room if a testing station is experiencing technical problems and there are no other testing stations available.

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File a CPR/Site Report listing the examinee and the reason why s/he was moved to the Special Conditions room.

Center Passwords Table 16. Center Passwords.

Center Passwords •

There are a variety of systems within a Prometric test center that use password protection. It is very important to protect these passwords and to use unique passwords for each person when applicable.

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Do not store file server passwords. The Global Help Desk will provide the Server password to the Manager or TCA when necessary.

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Staff members should know only their individual passwords.

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No staff member should share their password, or make it accessible to anyone else, including other staff members.

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Do not keep written or otherwise documented records of passwords.


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Opening the Test Center Table 17. Opening the Test Center.

Opening the Test Center Certified TCAs are the only people who should unlock, open, and operate a test center. Important: Effective May 10, 2010 new centers and/or some rebuilt servers will no longer have floppy drives, nor require CUDs. In those cases, skip any instructions for CUDs. •

Before starting opening processes for the day, confirm that security systems are intact and that equipment is in place.

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If available, ensure the test center alarm system is still activated when you enter.

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Check that all locks on the inside and outside doors are intact.

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Make sure the lock on the file server cabinet or closet is intact.

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If required in your center, confirm that the CUD is in locked storage.

AP&C Centers Only – Prometric Testing Center Regulations Form Table 18. Prometric Testing Center Regulations Form.

Prometric Testing Center Regulations Form •

All examinees are to be presented with this document prior to checking in.

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This form is supplied to your center in a laminated version via Montage.

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This form is also posted on the web and can be printed from there.

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See “Exhibit 3 - Prometric Testing Center Regulations”.

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This is a separate document not to be confused with the Test Center Regulations form used in IT centers.

IT Centers Only – Test Center Regulations Form Table 19. Test Center Regulations Form.

Test Center Regulations Form •

(TCR) . All IT examinees are required to sign the Test Center Regulations Form (TCR).

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If an examinee refuses to sign the TCR, do not test him/her.

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Additional, blank copies of the TCR can be downloaded and printed from www.prometric.com/aptc.

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Manager. This form is available on the APTC website under Downloads or printed in Polaris, Site Manager.

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The TCR form will advise the examinee of test center security policies & procedures.

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Retain signed forms on file for 90 days.

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Forms will be requested by Prometric’s Security Department during examinee misconduct investigations.


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Storage of Personal Items Table 20. General Storage of Personal Items Information.

General Storage of Personal Items Information •

No personal items are allowed in the test room.

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All personal items must be placed in lockers if provided, or the examinee’s personal vehicle.

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TCAs are not responsible for the store or safekeeping safekeeping of examinees’ personal items.

Emergency Medical Devices and Medication Table 21. Allowable Medical Devices and Medications.

Medical Devices and Medication Allowed into the Test Room The basic policy is that any item/device that is medically required, non-invasive to other individuals, and physically attached to the examinee’s body is allowed in the testing room without prior approval from the client or the Special Accommodations Department. In these cases, the examinee does not have to test in the Special Conditions Room. In all cases, be sure to: • Use common and sense. • Visually inspect the item/device to ensure it is not a recording device. • Be sure to carefully monitor the examinee while s/he tests to ensure nothing has been hidden in the item/device.

These items may be used in the test room. •

A candidate may bring a medical device into the test room if it is physically attached to the body. For example, insulin pumps.

•

Only glucose tablets, nitroglycerin tablets and inhalers are allowed into the test room without prior approval by the client and the Special Accommodations department.

Important: If the examinee has been approved by the Special Accommodations Department, s/he must use the Special Conditions Room.

Checking In the Examinee - Inspection Checking the Examinee for Prohibited Items Table 22. Checking the Examinee for Prohibited Items Information.

Information Ensuring that prohibited items are not brought into the testing room is a primary responsibility. Do the following for every examinee. The following must be done prior to each entry into the test room, to include the return from breaks. •

Instruct the examinee to turn his/her pockets inside out to verify s/he has no personal items on his/her person.


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Information •

Instruct the examinee to pull up his/her sleeves to ensure s/he is not wearing a watch or have notes on or about his/her person.

•

Visually inspect (but do not touch) head coverings for hidden wires, Post-it notes, or any item that might be used during the exam. Important: Do not ask the examinee to remove the head covering.

•

Visually inspect any heavy-framed glasses, large jewelry and any religious items worn as jewelry. Do not physically handle the items. Ask the examinee to remove the item and hold it in front of you for inspection, turning it over so the reverse side can be inspected. Note: Except for a kirpan, religious jewelry must be worn and remain in full view at all times.

•

Visually inspect articles of clothing the examinee is wearing such as loose fitting apparel, sweaters or jackets. Do Do not ask the the examinee examinee to remove the clothing clothing for inspection. inspection. Note: Items such as sweaters or jackets must be worn as intended and not draped around waists or draped over chairs.

•

Visually inspect any earplugs brought to the exam to ensure they do not contain any electronics or wires. Do so by asking the examinee to hold the earplugs in front of you and squeezing them between his/her fingertips. Note: Earplugs with cords attached are not allowed.

Head Coverings/Headgear/Religious Articles and Jewelry Table 23. Head Coverings/Headgear/Religious Articles and Jewelry Information.

Information •

Head Coverings (headgear) claimed to be worn for religious purposes are permitted. Typical head coverings may include hats, turbans, scarves, and yarmulkes. All head coverings that are claimed to be worn for religious purposes are allowed in the testing room, unless the client specifically prohibits it. In those cases, a splash screen will appear during check-in alerting the TCA to this prohibition.

•

If you see the examinee either remove or put anything into the head covering during the exam, request the item. If the examinee refuses, consult the specific client practice to see if the examinee is allowed to continue his/her exam. This constitutes examinee misconduct and must be reported in a CPR/Site Report as a breach in the exam security.

•

Information.”, are Religious items, except for religious jewelry or a kirpan see “ Table 24. Kirpan Information.”, prohibited in the testing room. Religious items worn as jewelry, such as Rosary beads and Kabbalah bracelets, are permitted in the test room after being visually inspected. Note: Due to test center security regulations forbidding items in pockets, religious jewelry must be worn and remain in full view at all times.

Kirpan Table 24. Kirpan Information.

Information A Kirpan is a short steel religious sword that members, both male and female, of the Sikh religion are required to wear at all times. It will be admitted into the test center under the following circumstances.


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Information •

The Kirpan should not exceed 7 inches in total length, including the sheath. If upon inspection, the Kirpan exceeds 7 inches, Prometric retains the discretion to exclude the Kirpan from the testing center.

•

The Kirpan should be tightly secured to the gatra (cloth strap that keeps the Kirpan tight next to the body and makes the Kirpan difficult to remove).

•

It should be worn on a gatra (cloth strap) underneath clothing so that it is not readily visible.

Clothing Table 25. Clothing Information.

Information •

Loose fitting apparel can conceal wires. Do not ask the examinee to remove clothing, but be extra vigilant in your proctoring duties to ensure no devices were hidden and used during the exam.

•

The examinee is not permitted to keep sweaters or jackets tied around his/her waist or draped over his/her chair. The examinee must either wear the item in a normal/typical fashion or store it in his/her locker or vehicle.

Earplugs Table 26. Earplugs Information.

Information •

The examinee is permitted to use his/her own soft earplugs. Inspect the earplugs prior to admitting the examinee to ensure they do not contain any electronics or wires. Exception: Examinee-supplied earplugs with cords attached are not allowed.

Prohibited Items Policy Prohibited Items Policy Table 27. General Prohibited Items Policy.

Prohibited Items Policy See “Table 22. Checking the Examinee for Prohibited Items Information.” for instructions on inspecting the examinee during check-in. •

Religious items, except for religious jewelry and kirpans meeting the requirements in table 24, are prohibited in the testing room.

•

Unless otherwise specified by the client practice, the only item the examinee is permitted to have in the testing room is his/her ID.

•

If an examinee arrives with any prohibited item (see “Table 28. Prohibited Items.”), advise him/her that s/he may not bring the item into the testing room. Suggest to the examinee that s/he either place the item in one of the testing center lockers or put the items in his/her personal vehicle.

•

TCAs should not accept responsibility for examinee personal belongings.

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All electronic devices placed in the lockers must be powered “off.”


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Prohibited Items Policy •

Some examinees attempt to test with language translation dictionaries. However, very few clients allow the dictionaries. Consult the specific client practice. IT Centers Only: These dictionaries are not permitted under any circumstances, in any regions.

•

Recording devices. Electronic recording devices are becoming more sophisticated. It is very difficult to detect if thick eye glass frames or an intricate jewelry item contain a micro-camera.

List of Prohibited Items Table 28. Prohibited Items.

Prohibited Items The following items are strictly prohibited in the exam room, unless the client practice states that it is allowed. •

Personal items

•

Medications (except for Nitroglycerin tablets and inhalers)

•

Candy

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Food and/or drink

•

Books, pamphlets, and dictionaries

•

Communication devices of any nature, including cell phones, pagers, PDAs, etc.

•

Watches of any kind – analog/digital, etc.

•

Examinee-provided keyboards

•

Eye glass cases

•

Highlighter pens, personal writing instruments

•

Language translation dictionaries

•

Lanyards, or the cords that allow glasses to hang around a person’s neck

•

Laptop computers

•

Listening devices, including radios or stereos with headphones

•

Non-religious headwear

•

Papers of any kind (unless issued by Prometric)

•

Wallets, purses or backpacks backpacks

•

Recording, copying, and photographic devices

•

Slide rules, rulers, compasses, and protractors

•

Stencils, colored overlays

•

Religious items, except for religious articles and jewelry

When an Examinee uses a Prohibited Item during the Exam Table 29. When an Examinee uses a Prohibited Item during the Exam.

Use of a Prohibited Item During an Exam Ensuring that prohibited items are not brought into the testing room is a primary responsibility. If you discover any prohibited items or actions in the testing room:


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Use of a Prohibited Item During an Exam •

Ask for the assistance of another staff member to co-witness the incident, and to proctor the room while you are dealing with the security situation.

•

Ask the examinee to leave the testing room and talk to him/her in the proctor’s area where the conversation will be automatically recorded on the surveillance camera.

•

• Confiscate any prohibited materials in the examinee’s possession. If the item confiscated is an electronic device (PDA, camera, etc.): • Record the make, manufacturer & model of the device in a CPR. • Search the device for any incoming/outgoing messages made during the exam, photos, or other stored data containing exam content and delete that data. • Delete all exam data from the device. Contact the Global Help Desk if you require assistance with deleting any recorded exam data. • Only return the device to the examinee after s/he has completed his/her exam, or it has been terminated, and it has been cleared of any recorded data. Do not allow an examinee to leave the test center with a recording device if exam data is still stored within it. If the item(s) confiscated is in the form of written materials: • Initial and date it to establish a chain of custody. Do not return such items to the examinee. Instead, retain them until requested by the Security Team.

Note: When approaching an examinee about a security violation, use care to avoid appearing confrontational or judgmental. If you feel that an attempt to remove an examinee would create a disturbance to other examinees, or result in a potentially threatening situation, permit the examinee to complete his/her exam, and file a detailed CPR. If the examinee becomes threatening, call building security or the local emergency services agency and request them to escort the examinee from the test center. •

IT Centers Only: terminate the exam and dismiss the examinee. Do not notify the Global Help Desk.

•

There is not a standard procedure for all exams as to what to do about the exam. Some clients want the exam to run its full course, while others want the exam terminated. Consult the specific client practice for the correct procedure.

•

File a detailed CPR/Site Report.

Checking the Examinee’s ID General ID Verification Information Table 30. General ID Verification Information.

General ID Verification Information •

Prometric’s delivery channels have different standard ID requirements: IT Centers Only: Exams require two forms of ID AP&C Centers Only: Exams usually require one form of ID, however, this differs by client. Consult the client practice before check-in.

•

Verification of ID is one of the first activities done with examinees.

•

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 • or NA, N/A, NoFirstName, NoMiddleName, NoLastName or similar language appears in either the first or last name field • it matches the name on his/her valid ID (valid ID is defined by Prometric below)


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General ID Verification Information •

Forms of primary ID must be original, non-expired (valid), photo-bearing, signature-bearing, and government-issued. Exception: Many states have now gone to sending driver’s license renewal update cards or other renewal documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

•

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

•

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

Acceptable IDs Table 31. Acceptable ID

Acceptable ID Acceptable forms of ID vary by client. Consult the check-in splash screen and/or the specific client practice if you are unsure whether or not the ID being presented is acceptable for admittance to a particular exam. Typically, ID within the following categories can be accepted during examinee check-in: Government-Issued Government-Issued Photo/Signature Photo/Signature IDs include: • Driver's license • Passport • Passport Cards • Military ID • Welfare card • Green card/Alien registration card • Social insurance card • Other government-issued ID with photo • National identification card

Signature/Secondary Signature/Secondary IDs include: • Government employee ID • University or College ID • Credit card • Check cashing card • Non-government employee ID • Health insurance card

Unacceptable IDs include: • Birth certificate • Birth registration • Movie rental card • Social Security card

Note: Some Military IDs and Passport Cards do not contain signatures. They are still acceptable as long as the ID is presented with a secondary ID containing a signature. Exception: Many states have now gone to sending driver’s license renewal update cards or other renewal documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

Tampered/Altered IDs Table 32. Tampered/Altered IDs Information.

Tampered IDs Information It is very important to be aware of the ways in which ID can be falsified. Many centers have an ID Checking Guide. Guide. This Guide is revised yearly and provides examples of the U.S. state IDs. Note: Many U.S. states use a hologram on a driver’s license so that falsification is more difficult. Also take the following precautions: •

Check to ensure that an ID was issued by a legal, government entity


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Tampered IDs Information •

Verify the document was issued by the government entity shown on the face of the document.

•

Read the name of the issuing agency. If the name is abbreviated in anyway, the ID may be false. Do not accept a document that has the issuing agency’s name altered in any way.

•

Closely examine bent, frayed, or faded IDs. Do not accept ID that has been taped together.

•

Look for cuts at the sides or on the back of the picture. Do not accept ID when the picture has been altered in any way.

•

Look at the tape used to adhere the photo to the ID: • It should always touch the edges of the document. • It should always be square and in line with the picture. • It should be tight to the page with no frayed edges.

•

Examine the expiration date: • Some dates are shown in full. • Some expiration dates are written as “expires on the birth date in the year XXXX”.

•

If you suspect that someone is using ID other than their own, check the following to determine whether or not to seat the examinee: • the ID was issued within the last 7 days. • the examinee stumbles when asked his/her date of birth or asked to state his/her address. • the examinee has only the required ID with him/her and no extra ID to back up his/her identity.

Checking ID during Check-In Table 33. Checking ID.

General Information These are the four objectives to meet as part of the check-in process: 1

Does the ID photo looked like the person? • Hold the ID up to the examinee’s face. • Compare facial features: eyes, nose and mouth . • If you are still unsure, ask the examinee for another photo ID that contains a recent photograph . • Engage the examinee in friendly conversation to verify that s/he used to have a beard; s/he changed hair style/color; etc . • If the difference is weight related, check the physical description and compare it to the examinee . • If the examinee is wearing religious clothing that obscures his/her face (such as a face veil), ask him/her to step into a private room where a staff member of the same sex can verify his/her identity. If no TCA of the same sex is available, ask an examinee of the same sex for assistance in verifying the person’s identity. (Be sure to write a detailed CPR on the situation.) If no one of the same sex can verify examinee’s identity, and s/he refuses to remove the face covering, do not admit the examinee to the exam. File a detailed CPR/Site Report.

2

Does the name on the ID match the computer record? • Compare the full name on the sign-in roster to the ID presented. • Consult the specific client practice for acceptable name variations (i.e., formal to informal – Phillip versus Phil).

3

Does the signature on the ID match the signature in the sign-in roster? • Place the ID beside the examinee’s signature on the roster. • Compare the ID signature to the signature written on the sign-in roster. • Ask for additional ID if you have any doubts about the match.


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General Information 4

Does the ID meet Prometric's definition of acceptable? • Ensure it is an original, valid (not expired), government-issued ID and it contains a photograph and/or signature, (varies, by client and primary or secondary identification). identification). Exception: Many states have now gone to sending driver’s license renewal update cards or other renewal documentation. Therefore, an expired driver’s license may be accepted as allowable ID as long as the examinee presents a driver’s license renewal card (or similar documentation issued by the state). However, both must be presented.

An honest examinee will never object to proving his/her identity and s/he will usually be able to produce multiple forms of ID. If you are still in doubt of the examinee’s examinee’s ID match, do not seat him/her. Instead: •

Write a detailed CPR/Site Report noting all the IDs that were reviewed. (A CPR/Site Report does not need to be written when the primary ID met all requirements and the additional ID was only used to back up/verify the primary ID.)

•

If an examinee presses the issue and insists on being seated, and doing so is the only way to control the situation, seat the examinee and write a detailed CPR/Site Report.

•

Place a copy of the CPR/Site Report with the videotape (if available) and retain for at least 30 days. The Client/exam sponsor will determine whether or not to accept the exam results.

Check the examinee’s photo ID each time s/he enters and re-enters the testing room. •

The examinee must sign and note the time on sign-in roster whenever s/he enters or leaves the testing room (to include upon exam completion).

•

Upon re-entry, verify the examinee’s signature and compare the ID photo to the examinee.

Important: If a passport is presented as ID, check the passport pages for any written notes (either on the pages of the passport or loose paper inserted inside) upon each entry into and exit from the test room. • If any writing is found, file a CPR documenting the discovery and details. • If the writings are on loose pages, confiscate the pages and return the passport to the examinee. • If the writing appears on the passport pages, do not return the passport to the examinee until after s/he has completed the exam or been terminated. • Retain any loose written notes until requested by the Security Team. • See “Table 29. When an Examinee uses a Prohibited Item during the Exam.” for additional instructions

AP&C Centers Only - Biometrics Capture Manual Biometric Capture Table 34. Manual Biometrics Capture Procedures.

Manual Biometrics Capture 1

Use the right thumb unless it is injured or missing. Use the left thumb if the right is not available. Use the right index finger if no thumb is available.

2

Press directly down (do not roll) on the ink-pad.

3

Press directly down (do not roll) on the paper.

4

Offer the examinee a tissue to wipe the thumb following the print.


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Electronic Biometric Capture Table 35. Electronic Biometrics Capture Information.

Electronic Biometrics Capture Refer to the Electronic Biometric Users Guide document located on the Electronic Manual page or the various topics related to biometric capture on the Standard Operating Procedures page of the web.

AP&C Centers Only - Digital Photos Table 36. Digital Photos.

Digital Photos This task is an automatic function of the UAS operating system at the Admin station. •

Position the examinee so that his/her head and neck fill the image area. • Request the examinee remove any items that cause glare on the image. • If the examinee usually wears his/her glasses, they may remain on, but position the examinee to minimize any glare.

•

Be sensitive to hats and scarves worn for religious reasons. • Request the item be positioned so that maximum facial exposure is captured. • Position the examinee so that the item does not cast a shadow on his/her face.

•

If the system fails to capture an image and the client requires a digital photo: • Make sure it is a good likeness before seating the examinee. • File a CPR/Site Report stating a digital photo was taken of the examinee. For additional instructions/procedures go to the SOP Topic – Check-In - Back-Up Digital Pictures on Memory Cards – Basics & Procedures .

Proctoring of Exams Table 37. Proctoring of Exams.

General Information Prometric requires continuously monitoring of exams. This is done by: •

Physically walking through the testing room every 8-10 minutes.

•

Looking closely at the desktops for prohibited items. (See “Table 28. Prohibited Items.” for examples.)

•

Observing examinee behavior for suspicious actions. These actions may include the examinee: • watching the TCA • frequently touching his/her clothing • holding objects up to the monitor • being nervous when the TCA enters the lab

•

Walking through the testing room every time you enter it to seat an examinee or answer a question.

If monitoring is done visually through a glass window and/or via a surveillance monitoring monitori ng system: •

and the surveillance system is equipped with audio, turn the audio to a comfortable listening level.

•

ensure the number of each testing station is clearly displayed on the video monitor.

•

have the cameras directed at the desktops so the examinee’s hands can be seen.


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Examinee Misconduct - What to Do Examinee Misconduct Table 38. Examinee Misconduct.

Examinee Misconduct It is important for the TCA to maintain an atmosphere conducive to testing at all times. Examinees are often under a great deal of stress and their behaviors may affect the atmosphere in the center. Be authoritative and take control of all situations in a professional, polite manner. •

Warn any examinee that engages in misconduct to stop their behavior.

•

Have another employee co-witness the misconduct.

•

Advise that you are required to submit a report to Prometric Headquarters regarding misconduct.

•

If the examinee is in the testing room, ask the examinee to step into the proctor’s area.

•

If possible confiscate any prohibited materials in the examinee’s possession. If an electronic device was involved, record the make, manufacturer & model of the device.

•

Good documentation of the sequence of events in a CPR/Site Report will allow the client to determine whether or not to accept the examinee’s score.

•

Always retain the videotape in cases of misconduct. Prometric’s Security Department will request it during their investigation.

•

If you feel in imminent danger for yourself or others at the center, call building security or your local emergency services agency and report the threat.

•

If an individual causes a serious disturbance and will not leave the testing center, call building security or the local emergency services agency.

•

Retain any materials related to the event, as they will be requested by the Prometric Security Department.

•

File a detailed CPR/Site Report regarding the incident.

•

Prometric’s Security Department will contact the testing center for a full report and to gather any evidence retained.

Examples of Examinee Misconduct Table 39. Examples of Misconduct.

Examples of Misconduct •

Giving or receiving assistance of any kind.

•

Using any prohibited aids.

•

Attempting to take an exam for someone else.

•

Failing to follow test regulations or instructions of the TCA.

•

Causing a disturbance of any kind.

•

Removing, or attempting to remove, exam questions and/or responses (in any format) or notes about the exam from testing room.

•

Attempting to remove scratch paper or erasable note boards from the testing center.

•

Tampering with the operation of the computer, or attempting to use it for any function other than taking the exam.


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Examples of Misconduct Important: • Keep in mind that to take action against an examinee involved in misconduct, evidence of that misconduct is usually required (video monitoring, confiscated notes, etc.). If the examinee engages in misconduct and is allowed to finish his/her exam, and no evidence has been retained, Prometric and its clients may not be able to take any action. Prometric and its clients reserve the right to cancel any exam result if the examinee engages in improper conduct . • Consult the specific client practice before removing any examinee as some clients have strict policies regarding misconduct for their particular program . • A TCA may terminate an examinee’s exam regardless of the specific client practice if s/he feels threatened or if the examinee is being disruptive to other testers.

CPR/Site Reports Basics Submitting CPRs/Site Reports Table 40. Submitting CPRs/Site Reports.

Submitting CPRs/Site Reports •

CPRs/Site Reports and e-Help Reports are the basic documentation of incidents and issues occurring in our test centers.

•

CPRs/Site Reports are confidential and proprietary to Prometric. They must never be given to an examinee. Only the client or Prometric is authorized to release these reports.

•

CPRs/Site Reports are often automatically filed with the clients at the same time they come into Prometric’s HQ. Therefore, the person filing the CPR/Site Report is communicating directly with Prometric’s client, and the client is not only taking notice of the information but also of the professionalism and skill of the personnel in the center.

•

All CPRs/Site Reports should be complete, professional, and resolve important questions.

•

Complete means that the CPR/Site Report should detail who, what, where, when, why and how. • It does not have to be long but needs to tell the reader as specifically as possible the details of the incident. • Specifics are the key to complete CPRs/Site Reports. It is better to state that the examinee had a Nokia, model XYZ, cellular telephone than just a cellular telephone. The reader can then determine capabilities of the specific model.

•

Professional means that the CPR/Site Report is written as a business document and not as if it were an informal instant message. • State facts and not conclusions in a CPR/Site Report. Report that an examinee was seen hiding a piece of paper under his/her scratch paper, not that the examinee was “suspicious” or “sneaky”. Report what the examinee said, not that the examinee was “angry”.

•

Resolving questions with relevant information is the most important improvement we can make. • It is very important to report incidents when something prohibited is found. However, sometimes a candy is only a candy and a tissue only a tissue. In the CPR/Site Report, report that you examined the item, and whether or not you found any writing or information that related to the test. • Not providing the outcome creates confusion and costs Prometric and its clients significant time and money in gathering, shipping and reviewing evidence to determine whether the examinee was doing something that should cause their exam results to be cancelled.

•

The most important security question is whether the activity was a breach of the exam integrity, as well as a breach of procedure. Always answer that question in filing a report.


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CPRs/Site Reports for Security Problems Table 41. CPRs/Site Reports for Security Problems.

CPRs/Site Reports for Security Problems CPRs/Site Reports for security issues need to be very specific and contain information needed to maintain chain of custody. When filing a CPR/Site Report for examinee misconduct or theft include the following: •

Detailed Description of Incident (facts only, do not report opinions or feelings toward the examinee.) • Was the examinee using unauthorized materials? • Describe the materials - How you discovered them, where you discovered them, and if you confiscated them. • Include the exact time of day when the incident occurred. This will enable Prometric Security and our clients identity the incident o the surveillance video. • Initial and date any items confiscated to establish the chain of custody.

Note: Prometric’s Security Dept. require all confiscated materials as part of their investigation; make a copy of any materials returned to the examinee. •

Use subject code #1 Theft or #2 Candidate Misconduct for all Security related CPRs/Site Reports.

•

If electronic devices were being used, complete the following: • Type of device: • Manufacturer: • Model: • Serial Number: • What was being transmitted or recorded using the device? • Final status or resolution of incident. Include whether the examinee finished his/her exam or not.

Important: Set the video from this date aside as Prometric will ask for it as part of their investigation. Do not re-record unless Prometric has confirmed that they do not need it. If a 3 rd party was involved in the incident (Building Security, Police, Press, etc.), immediately contact the Global Help Desk: AP&C Centers in the U.S., U.S. Territories, and Canada only: and the Security Hotline at 800-815-5589.

Test Center Staff TCAs Table 42. TCAs.

TCAs Your Prometric test center is required to have the following certified staff: •

AP&C Centers Only: 2 TCAs

•

IT Centers Only: • Centers delivering ten or less exams at the same time - 1 TCA • Centers delivering eleven or more exams at the same time - 2 TCAs

•

It is highly recommended that two or more TCAs be certified in every location. This provides coverage for breaks, vacations, sick leave, etc.

•

Re-certification is required on an annual basis, and may be requested more often.


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TCA Security Responsibilities Table 43. General TCA Role in Security.

General TCA Role in Security •

The TCA plays a critical role in the protection of our clients' intellectual property and ensuring the integrity of tests delivered in Prometric centers. S/he must be vigilant, disciplined, and diligent in his/her test delivery duties.

•

Only certified TCAs may deal with examinees and operate the computer system that delivers exams.

•

Failure to have a certified TCA at the center when exams are being delivered will result in exam delivery being cancelled and possible termination of the center’s contract with Prometric.

•

When a center representative calls the Global Help Desk for help, the Help Desk will check the caller’s name against the database list of certified TCAs. If the caller’s name is not listed, the Help Desk will ask to speak to a certified TCA or the Center Director.

•

Security procedures must be followed at all times. To ensure this, Prometric periodically conducts unannounced inspections or Secret Shops. See “Table 46. Secret Shops.”

•

Discovery of a test center’s failure to comply with security policies is considered a violation of the Prometric Test Center Operating Agreement, and could result in termination of the contract to deliver exams.

•

For additional TCA training on Prometric Security Procedures, view the Test Center Security related link on the secure site log-on pages of www.prometric.com.

Conflict of Interest Restrictions Table 44. Conflict of Interest Restrictions.

Conflict of Interest Restrictions To avoid a conflict of interest or the appearance of any impropriety, TCAs must not participate in any of these activities: •

Administer, or provide access to, any exam or delivery software to a member of his/her household, any immediate family member, or any 3rd party who has not followed standard Prometric exam registration procedures.

•

As a TCA, and/or potential examinee or instructor, disclose exam content that s/he may be exposed to during the performance and normal course of his/her duties as a TCA, by any of the following or similar means: • copying • photographing • screen view printing • digital transfer • transfer by handwritten notes • audio or video recording • any electronic means or technology • relay by word of mouth

•

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 or coaching on test questions similar in content to those in the tests s/he administers on behalf of the client, or any other test preparation or coaching activity whose purpose is to address the content of the tests.

•

Take any test, for such period of time as specified by the testing client, following his/her involvement in the administration, or proctoring of that test.


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Conflict of Interest Restrictions •

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.

•

Tamper with or manipulate Prometric test center equipment or software in any manner for purposes other than delivering exams.

•

See “Exhibit 2 - TCA Confidentiality Agreement”

Test Center Staff Misconduct Table 45. Test Center Staff Misconduct.

Test Center Staff Misconduct The following actions can result in termination of employment as well as closure of the test center. •

Providing exam content to anyone.

•

Assisting an examinee in answering exam questions.

•

Allowing an examinee to use prohibited materials.

•

Installing unauthorized software applications on test center equipment.

•

Allowing an unauthorized person access to the file server.

•

Providing personal identification data or exam information to unauthorized persons.

•

Allowing an unauthorized person to take an exam (for another person).

•

Using any VM Ware or any virtual environment used to deliver exams.

•

Launching any unauthorized application used to capture screen shots or steal content such as Snag-it, Paint, or Notepad.

Secret Shop and Site Audits Secret Shops Table 46. Secret Shops.

Secret Shops •

Prometric & our clients routinely conduct 3rd party Secret Shops of our testing centers. Other audits are also done via examinee exit surveys, on-site audits by Prometric personnel, videotape reviews, etc.

•

The secret shopping program involves sending licensed investigators into the test centers posing as examinees to take exams, evaluate quality & security, and try to breach the center’s security. Test centers are selected for shops from standard criteria: low quality scores from examinee exit surveys, allegations of problems from examinees or clients, etc. A standard shop report form is used to evaluate the site’s adherence to Prometric quality & security policies and procedures.

•

Test centers that fail the Secret Shop are put through corrective action to cure the lapses. This may include suspension of testing, installation of a Prometric Operations Manager on premises, re-training of staff, staff termination, physical security enhancements, etc. The Security Department may permanently decertify TCAs or even terminate our contract with the test center depending on the severity of the issue. A global communiqué is sent out each month reminding test centers of this program and potential consequences consequences for failure.


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Secret Shops •

Many of Prometric’s Academic and Professional Licensure clients also conduct their own secret shops of our test centers. This is done to help the clients understand the complete examinee experience in taking their exams, rather than to audit the centers. However, any lapses observed during these shops will be immediately communicated to the client’s Account Management team. They will work with the Security Department to implement corrective action. Severe lapses may result in a client’s suspending delivery of their exams at the offending site.

Site Audits Table 47. Site Audits.

Site Audits •

Site audits are routinely conducted by Prometric’s network of Managers.

•

Sites may be selected for audits from criteria such as examinee complaints, poor quality surveys, new staff hired, etc.

•

Site audits are usually announced and involve a thorough review of test center operations, records, facility, etc. They may last several days and usually involve formal training sessions for all staff.

•

For complete details on these visits contact your District Manager or TOM.

Visitors and Observers Table 48. Visitors.


Occasionally, Prometric will authorize a visitor to observe your center operations.

•

Prometric’s clients are permitted to visit test centers to observe & inspect operations. operations. There are strict policies governing how these visits must be conducted so that examinees are not disturbed.

•

Prometric Security Department will always issue a Letter of Authorization (LOA) to visit. This letter must be presented along with proper ID. IT Centers Only: Visitors to IT delivery centers do not require Letters of Authorization.

•

Client visitors must obtain a LOA in order to visit a test center. LOAs can be obtained through the client’s account manager and bear the signature of Prometric’s Director of Global Security. LOAs will be valid only for the date of the visit, and stipulate the conditions of the visit.

•

There are a select number of clients who also issue LOAs.

•

All visitors must sign in on the daily roster and show ID.

•

File a CPR with the visitor’s name, company affiliation, and any other pertinent information about his/her visit.

•

If you are in doubt about the ability to accept an LOA that is presented, call your Prometric District Regional or Territory Operations Manager.

•

Visitors are not allowed to take photos of the facility at any time, enter the test room while examinees are testing, nor are they allowed to interrupt the TCA in the course of their duties.

•

Visitors are not allowed access to any center equipment: admin station, file server, surveillance, etc.


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Visitors may ask the TCA questions if s/he is not engaged in assisting examinees.

•

In some cases, the visitors may be a Prometric staff member or a contractor dispatched by the Global Help Desk to correct a problem and s/he may need to access center equipment. In these cases, the LOA will specifically state that the visitor should be allowed to access equipment.

Facility/Security Breach Form Table 49. Facility/Security Breach Form.

General Information If you arrive to open the test center and confirm there has been a break-in, notify Prometric’s Security Hotline and the Global Help Desk immediately. Also, contact the police. Complete the following information sheet as soon as possible and submit to Prometric Security. See “Exhibit 1 - Facility/Security Breach Form” Do not release this information sheet to any individual, client or media representative at any time.


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Exhibit 1 - Facility/Security Breach Form Prepared by: ___________________ Today’s Date:

1. Location of physical break-in: Prometric Testing Center Number: _______________ Address:_____________________________________________________________ Address:____________________ __________________________________________ _ _____________ City/State:__________________________________________________________________________ 2. Date/time break-in was discovered and by whom 3. Test Center Ad ministrator's name and phone number 4. Center owner's name and phone number 5. Date/time police were notified

6. Date/time police responded

7. Names of responding officers 8. Phone number of responding officers

9. Police report number

10. How did the thief break into the facility? facility? Was there physical damage to the facility? facility? 11. Which items were compromised or taken and their property tag and serial numbers (did the thief break into desks, safes, file cabinets, server cabinet? What pieces of equipment were stolen? Were any test materials stolen? Which one(s)? Were the CUDs taken? Were the test session videotapes taken? 12. Replacement value of items taken (estimated). 13. Replacement value of information compromised, if known (estimated). 14. Attach an itemized report about the physical damage to the Test Center and cost to replace/correct damage. 15. If there are any other tenants in the building, did they experience a break-in and loss of property? When? What tools were used? 16. If the building or Test Center has an anti-theft alarm, did it work properly? 17. Any other information that may be useful, i.e., do you recall seeing anyone watching the Test Center? Have any employees been terminated recently? 18. Send the security tape, if it was running when the break-in occurred, or photographs of the Test Center and point of entry. This information sheet is to be completed as soon as possible and submitted to Prometric Security. Do not release this information sheet to any individual client or media representative at any time. Contact the Helpdesk and the Security Hotline at 800-815-5589 immediately. CONFIDENTIAL – HANDLE WITH CARE Test Center Security Guide Copyright ©2009 Prometric, Inc. Information herein is proprietary and company confidential.


Prometric


18-August-2011


Exhibit 2 - TCA Confidentiality Agreement In discharging my responsibilities as test administrator or proctor for computer-based administrations of any and all Prometric clients' proprietary, secured, or secured research tests (collectively Tests), I agree to abide by the following guidelines to ensure fair and proper testing and to protect the security of the clients' Tests: To avoid a conflict of interest or the appearance of any impropriety, I will not: 1. 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 or coaching on test questions similar in content to those in the Test that I will be administering on behalf of the client, or any other test preparation or coaching activity whose purpose is to address the content of the Tests. 2. Administer, or provide access to, any Test to a member of my household, or any immediate family member. 3. Administer or provide access to any Test to any third party who has not followed standard test registration procedures. 4. Tamper with or manipulate Prometric Test Center equipment or software in any manner for purposes other than delivering exams as described in the Policies & Procedures Manual. 5. Disclose, by any of the following or similar means: copying, photographing, screen printing, digital transfer, transfer by handwritten notes, audio or video recording, any electronic means or technology, or relay by word of mouth, examination content that I am exposed to during the performance and normal course of my duties as a Test Center Administrator. 6. Take any Test, for such period of time as specified by the Testing Client, following my involvement in the administration, or proctoring of that Test. 7. Hold an IT certification or pursue any IT certifications while working in the capacity of a of a TCA in an IT delivery center. 8. Register or administer exams in a manner that does not comply with Prometric and/or Prometric Client‐ specific exam procedures. 9. Fail to comply with Prometric exam delivery policies and procedures as outlined in the Manuals. By virtue of my signature I hereby further certify: 1. 2. 3. 4.

That I am not now engaged in and have not at any time during the time as a Test Center Administrator engaged in coaching or drilling or other forms of test preparation or coaching activity. I have not taken any Test during my time as a T est Center Administrator that was a Test I administered or I was involved with in any way. I have not otherwise violated any of the prohibitions and requirements set forth above during my time as a Test Center Administrator. I will promptly notify Prometric if I schedule for any Test or become a potential candidate for any Test , engage in any Test preparation activities or intend to engage in Test preparation activities or otherwise engage in any of the conduct prohibited by this agreement.

By way of example, but not an exhaustive list, Tests include such tests as the US Medical Licensing Examination, the Uniform CPA Examination, the Medical College Admission Test, the Test of English as a Foreign Language, the Graduate Record Exam and any other Test that is administered by Prometric. I understand and agree that the Prometric client reserves the right to invalidate other persons' or my own test scores or test results where I have violated the guidelines above. Under no circumstances will I provide or allow access to any Test or to any proprietary test delivery software to any third parties, except for persons who are registered to take the Test. I further understand that legal action can be brought against me for any failure by me to discharge my responsibilities hereunder.

(Signature here) I acknowledge that acceptance of this this agreement electronically electronically by check box or proceeding to the TCA examination is as binding as a written signature.


Prometric


18-August-2011


Exhibit 3 - Prometric Testing Center Regulations

1. You will be continuously monitored by video, physical walk-throughs and the observation window during your test. All testing sessions are video and audio recorded. 2. You must present valid (unexpired) and acceptable ID(s) in order to take your test. Validity and number of IDs required is predetermined by your test sponsor. 3. You are required to sign out on the test center roster each time you leave the test room. You must also sign back in and show your ID to the Test Center Administrator (TCA) in order to be re-admitted to the test room. 4. You are prohibited from communicating, publishing, reproducing, or transmitting any part of your test, in any form or by any means, verbal or written, for any purpose. 5. You must not talk to other candidates or refer to their screens, testing materials, or written notes in the test room. 6. You must not use written notes, published materials, or other testing aids, except those allowed by your test sponsor. (The TCA will refer to the applicable client practice for allowances.) 7. You are allowed to bring soft ear plugs or center-supplied tissues in the test room. 8. Any clothing or jewelry items allowed to be worn in the test room must remain on your person at all times. Removed clothing or jewelry items must be stored in your locker. 9. You must not bring any personal/unauthorized items into the testing room. Such items include but are not limited to: outerwear, hats, food, drinks, purses, briefcases, notebooks, pagers, watches, cellular telephones, recording devices, and photographic photographic equipment. Weapons are not allowed at any Prometric Prometric Testing Center. You will be asked to empty and turn your pockets p ockets inside out prior to every entry into the test room to confirm that you have no prohibited items. 10. You will be scanned with a metal detector wand prior to every entry into the test room. If you refuse, you cannot test. 11. You must return all materials issued to you by the TCA at the end of your test. 12. You must comply with the policy of your test sponsor regarding the use of phones during scheduled breaks in your test. 13. Your test may have either scheduled or unscheduled breaks which are determined by your test sponsor. The TCA can inform you what is specifically permitted during these breaks. 14. Repeated or lengthy departures from the test room for unscheduled breaks will be reported by the TCA. 15. If you need access to an item stored in the test center during a break such as food or medicine, you must inform the TCA before you retrieve the item. You are not allowed a llowed to access any prohibited item (as defined by the client practice applicable applic able for the test you are taking). ci vil manner at all times when on the premises of the testing center. 16. You must conduct yourself in a civil Exhibiting abusive behavior towards the TCA, or any other staff member of the test center, may result in in criminal prosecution.

17. To protect the privacy of all testers, the TCA can neither confirm nor deny if any particular individual is present or scheduled at the test center. 18. Persons not scheduled to take a test are not permitted to wait in the test center. Note: Client practice policies applicable to individual exams may supersede any of these regulations.


Prometric


18-August-2011



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