Chapter 1 - Overview

This guide describes the policies and procedures Pearson VUE has developed for
running Pearson VUE Authorized Test Centers (PVTCs), including Pearson VUE
Authorized Test Center Selects (PVTC Selects), and managing the registration and
delivery process for exam sponsors. It provides information on standard processes that
test administrators should follow for a variety of tasks, such as checking candidates in at
the test center.

This chapter contains the following sections:

About this guide

About Pearson VUE

Overview of Pearson VUE exam sponsors

About client references

About the test center network

What Pearson VUE provides

Test center responsibilities

About admissions equipment

The testing process

Test center objectives

Test center roles

Security

Guidelines for test center corrective action

Copyright © 2018 Pearson Education, Inc. or its affiliate(s). All rights reserved. [email protected]
Pearson VUE Confidential | 01 - Overview | Version 1.9 |Page 1
About this guide
This guide contains the policies and procedures that must be followed at all Pearson
VUE Authorized Test Centers (PVTCs) and Pearson VUE Authorized Test Center Selects
(PVTC Selects). For information about the setup and installation of the Pearson VUE
Testing System, refer to the installation guide. For information about specific exam
sponsors and their policies, see the exam sponsor's client reference.

Chapter descriptions

This guide contains the following chapters:

● Chapter 1 - Overview: Provides introductory information about Pearson VUE, the

different types of test centers, and the testing process. Discusses test center
responsibilities and what Pearson VUE does to monitor quality and security.

● Chapter 2 - Pearson VUE Certified Administrator: Describes the roles and

responsibilities of Pearson VUE Certified Administrators and the requirements for
becoming an administrator.

● Chapter 3 - Hardware and Software Overview: Contains information about the

components of the Pearson VUE Testing System and details on updating and
reinstalling Pearson VUE software.

● Chapter 4 - Managing Your Test Center: Covers a variety of topics involved in running a
test center, such as setting up user accounts for the Pearson VUE software
applications, specifying when your test center is open, and changing site address and
asset information.

● Chapter 5 - Maintaining Security: Provides security requirements for ensuring a secure

and safe testing environment.

● Chapter 6 - Daily Startup and Shutdown: Includes information about the daily tasks
that test administrators must perform at the beginning and end of the testing day.

● Chapter 7 - Registering and Scheduling Candidates: Contains comprehensive

information about the candidate registration and scheduling procedures that are
performed through Registration Manager.

● Chapter 8 - Checking in Candidates: Provides information on the sign-in process, from

greeting candidates initially to escorting candidates into the testing room.

● Chapter 9 - Managing Exam Delivery: Explains the tasks that test administrators must
perform while candidates are taking exams. This includes using the Delivery Manager
and Exam Monitor applications.

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● Chapter 10 - Signing Out Candidates: Describes what must happen when a candidate
finishes an exam and is ready to leave the test center.

● Chapter 11 - Working with Cases: Contains information about the ServiceDirect system
and creating cases to file reports about unusual events that occur at the test center.

● Chapter 12 - Online Reports and Resources: Describes the tools available through the
VSS website and provides information on how to use features such as reports.

● Appendix A - Mobile and Classroom Testing: Provides the information you need to
offer exams at a remote site or in a classroom setting.

● Appendix B - Using the Administrator Application in Delivery Manager: Explains the

functions and features of the Administrator application in Delivery Manager.
Administrator is an application that several migrated regulatory, employment testing,
and certification exams are delivered through on Delivery Manager.

● Appendix C - Hardware and Software at PVTC Government Centers: Contains

information about the components of the Pearson VUE testing system at PVTC
Government Centers (test centers located on United States federal and state facilities
and military installations). The information in appendix C only applies to these test
centers. All other test centers should refer to chapter 3 instead.

● Appendix D - Cloud Control Technology at PVTC Selects: Provides information on using

Cloud Control Technology, which is only set up at PVTC Selects.

Symbols used

The following table describes the symbols used throughout this guide.

Symbol Meaning

Note
Highlights information that you need to pay particular attention to indicates
exceptions and variations to a policy or process.

Padlock
Indicates security measures.

Star
Denotes best practices. Best practices are procedures that Pearson VUE does
not necessarily require but encourages your test center to follow. These
procedures are intended to help you provide the best possible services at your
test center and to help you run your test center efficiently.

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 Stop Sign
Provides cautionary information, such as a warning about the effects of a
certain action or a note about a procedure that you must be sure to perform
before doing the procedure described in a section.

Updating this guide

You can find updates and the most current version of the guide on the VSS website
(https://vss.pearsonvue.com/). See Signing in to the VSS website for details on using the
VSS website.

Pearson VUE documents are available in Adobe Acrobat .pdf format. This means you
must have Acrobat Reader on your computer in order to read a file. If you do not have
Acrobat Reader, you can download it free from the Adobe Systems website:

1. Navigate to the following website:

https://get2.adobe.com/reader/

2. Clear the Optional Offer check box.

3. Click Install Now.

4. Follow the installation and usage instructions provided by Adobe.

Use the following process to test whether or not Acrobat Reader was properly installed
on your computer:

1. Sign in to the VSS website.

2. Click Downloads.

3. Click the link to one of the document categories.

4. Click on a document link that has a PDF icon to the left of it.

The file opens in your web browser. You can read the document on the screen,
print it, or save a copy to your local system. You cannot make changes to the file.

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About Pearson VUE
Pearson VUE is the global leader in professional computer-based testing. Every two
seconds, a Pearson VUE exam is delivered somewhere in the world, and each year,
Pearson VUE delivers 14 million exams at nearly 20,000 test centers in 180 countries.

Global testing programs choose Pearson VUE to help develop, manage, deliver, and
grow their testing programs. Pearson VUE serves testing programs and candidates in
nearly every industry, including health care, information technology, government,
regulatory, financial services, academia, and admissions.

Pearson VUE helps students and adult learners achieve measurable progress in their
lives through certification, licensure, and admission exams, as well as exam preparation
materials, to further their professional careers or prepare for higher education.

Listed below are some of the main groups and positions within Pearson VUE that
provide support to its test centers:

● Channel Quality: Responsible for quality assurance throughout the test center
network, including the integrity shopper program, candidate surveys, test center
quality issues, and the test administrator training and certification program.
Communicates with test centers about operational issues, such as new exam
sponsors, policy requirements, quality tips, and software update deadlines.

● Channel Security: Establishes security policies, procedures, and guidelines and

educates employees about information security and privacy. Monitors security
compliance, responds to security breaches, investigates candidate or test center
fraud and misconduct, and provides forensic analysis services to exam sponsors.

● VUE Support Services (VSS): Provides technical support to the test centers. Assists
with installation of Pearson VUE Testing System software and all other Pearson VUE
software and hardware. Assists with new software releases.

● Pearson VUE Call Center: Answers candidate inquiries, registers candidates for
exams, schedules exam appointments, enters candidate information into the
database, qualifies candidates for program approval, and routes candidates to the
appropriate information sources. Also provides support for candidates who are using
the candidate website (http://www.pearsonvue.com) to manage their registrations
and appointments.

● Program coordinator: Acts as the primary operational exam sponsor contact.

Executes and manages the data collection, distribution, and reporting of exam
sponsor programs. Acts as an escalation point for service-related problems and
successes.

● Channel Sales: Responsible for the recruitment and account management of test-
center-channel partners. Serves as the primary contact for test centers to make sure

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 that they understand software features, exam vouchers, finance, marketing, and so
on. Visits test centers to meet with business owners and administrators to build
relationships, listens to channel needs, gains understanding of local markets,
monitors quality, and promotes certification testing.

● Accommodations coordinator: Approves accommodations and schedules

candidates who have been approved for accommodations at test centers.

Overview of Pearson VUE exam sponsors

Pearson VUE's primary business profile consists of agencies and organizations that
provide regulatory and licensing oversight of individuals practicing in their trade.
Regulatory agencies license individuals and are in most cases governed by state and
local government, while other organizations certify individuals within their field of
expertise and are bound by certain guidelines that may be mandated by federal and
state agencies. Regulatory and health services exams are primarily delivered in the
United States.

● Regulatory agencies: insurance, real estate, mortgage brokers, appraisers,

contractors

o These exams are legislated according to different sets of laws and statutes in each
state.

o Individuals must be licensed to practice a trade.

o Candidates are required to complete pre-licensing education, pass the exam (or
exams), and apply for and be approved for licensure.

o Pearson VUE is the "testing agent" for the state and must abide by state-specific
requirements at test centers, such as reviewing supporting documents or proof of
pre-licensing education.

● Professional, IT, certification, and employment testing organizations

o A certifying board or certification sponsor establishes the certification

requirements.

o Individuals may be able to practice a trade without passing the exam.

● Health services (nurse aides, cosmetologists, barbers) organizations

o Health services exams ensure a uniform state-wide competency standard for all
training programs.

o Candidates may take CBT exams or paper and pencil exams.

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 o Exams are delivered at a test center or a state-contracted practical exam site.

o Test centers provide on-site scoring for written and practical exams.

o Pearson VUE acts as the testing agent for the state and makes sure that
candidates meet state requirements and complete their pre-licensing courses
before taking their exam to receive their license.

About client references

Client references provide information about an exam sponsor's specific rules and
processes. However, the policies and procedures guide defines the standard rules and
processes. Be sure to follow the rules and processes in both the client references and
policies and procedures guide. If an exam sponsor has a rule or process that differs
from the standard, always follow the rule or process in the client reference. While client
references may appear similar, no two are exactly alike. Always review an exam
sponsor's client reference before delivering an exam.

You can find the most current versions of the client references on the
Downloads page of the VSS website. Client references are also located in the
Exam sponsor procedures. You can find the Exam Sponsor procedures on
the Test Center Guide page of the VSS website.

Client references generally contain three sections: front desk administration, proctoring,
and supplemental information. The following describes these sections of a client
reference.

Front desk administration

The front desk administration section has information you need when admitting
candidates. This section generally contains the following subsections:

● Rules document: Indicates the rules agreement to which candidates must agree.

● Identification: Lists the identification requirements candidates must meet.

● Name-matching guidelines: Explains what guidelines to follow when comparing

names on the candidate’s ID and registration.

● Demographic changes: Specifies whether test centers can make candidate

demographic changes. It also explains how candidates can make demographic
changes, if permitted.

● Admissions data: Describes what admissions data you must collect from a candidate.

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● Admissions data waivers: Lists what admissions data candidates can waive having
collected. It also describes how to handle scenarios when a candidate requests a
waiver.

● Documents required to test: Lists the documents candidates must present to test.

● Late arrivals: Details how late a candidate can be for an appointment before he or
she can no longer be admitted.

Proctoring

Some client references refer to this section as invigilating.

The proctoring section has information you need when proctoring exams. This section
generally contains the following subsections:

● Items allowed in the testing room: Indicates the items candidates can bring into the
testing room. If applicable, also provides instructions for inspecting certain items.

● Breaks: Lists the type of breaks candidates can take during an exam. It also provides
rules about what candidates can do while on a break.

● Exam events/results: Supplies details about different parts of an exam. It also

explains how candidates receive their exam results.

Supplemental information

Some client references refer to this section as supplementary information.

The supplemental information section contains details about the exam sponsor. It also
has information that is not part of the admissions or proctoring processes. This section
generally contains the following subsections:

● Registration and scheduling: Explains how candidates can register for, schedule,
reschedule, and cancel an exam.

● Retake requirements: Explains how candidates can retake an exam, if allowed.

● Accommodations: Provides information about the accommodations offered by the

exam sponsor.

● Ending an exam: Identifies the process used for ending an exam.

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● Contacting the client: Lists the method(s) candidates can use to contact the exam
sponsor.

About the test center network

Pearson VUE has several test center networks in order to meet the security and
coverage needs of exam sponsors. This guide covers the policies and procedures that
Pearson VUE Authorized Test Centers (PVTCs) and Pearson VUE Authorized Test Center
Selects (PVTC Selects) must adhere to in order to provide quality and secure exam
delivery for our exam sponsors.

For more information about each of these types of test centers, see About Pearson VUE
Authorized Test Centers or About Pearson VUE Authorized Test Center Selects.

About Pearson VUE Authorized Test Centers

The Pearson VUE Authorized Test Center (PVTC) network is the largest global test center
network available. Prior to testing, PVTCs must sign a pre-arranged agreement, meet
hardware requirements, and provide a certified test administrator. In addition to this,
Pearson VUE performs ongoing quality control measures to ensure program integrity.

Some test centers within the PVTC network are located on government facilities or on military
installations. Because of mandated regulations at these test centers, some of the
information within this guide is only applicable to them. In order to point out the
information that is relevant only at these test centers, they will be referred as PVTC
Government Centers throughout this guide.

About Pearson VUE Authorized Test Center Selects

To meet the needs of high-stakes testing and professional licensure clients, Pearson
VUE has implemented a testing network model called Pearson VUE Authorized Test
Center Selects (PVTC Selects).

PVTC Selects are considered a hybrid of the Pearson VUE owned and operated test
centers delivering professional licensure exams and the PVTCs delivering exams
primarily for information technology certifications.

Pearson VUE has identified "premier" authorized test centers in locations where
candidate demand warrants a need. To meet the added security requirements of exam
sponsors, state-of-the-art admissions checking equipment for verifying candidate
identity has been installed, (for example, digitized photograph, palm vein, and
signature) as well as audio and video monitoring and recording equipment for
enhanced testing room security. PVTC Selects also have upgraded test facilities to

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include a separate check-in area, physical dividers between delivery workstations, and
storage lockers for each candidate. In order to ensure a quality testing experience for
candidates, test center staff are trained and certified on professional exam delivery.

Listed below are the main differences between PVTCs and PVTC Selects.

● Support: Increased level of training for PVTC Select administrators and increased
support and monitoring from Channel Quality and Channel Security. PVTC Selects
are also assigned a point of contact person at Pearson VUE to assist with training and
monitoring.

● Personnel requirements: PVTC Selects must have at least two certified

administrators on staff at all times. One administrator must be on site when
delivering Pearson VUE tests.

● Site availability: Depending on the test center, PVTC Selects are required to be open
a minimum number of hours or days. Test centers must also inform their point of
contact whenever their number of hours or days of availability are reduced.

● Facility requirements: Greater requirements are necessary to ensure better quality

and security of professional exam delivery at PVTC Selects.

● Admissions equipment: To support increased security requirements, certain

admissions data equipment is installed at PVTC Selects, such as a palm vein device.

● Entry monitoring: Administrators must collect a palm vein each time the candidate
enters or leaves the PVTC Select testing room.

● Exam delivery: Professional exam candidates are monitored and recorded by audio
and video equipment at PVTC Selects.

● Cloud technology: Most PVTC Selects are set up with Cloud Control Technology,
which is an exam delivery method that utilizes a cloud platform to host the Pearson
VUE Testing System applications. For more information, see appendix D in this
guide.

What Pearson VUE provides

Pearson VUE is eager to partner with your test center to achieve quality exam delivery.
Here are just some of the services Pearson VUE provides to help you attain and
maintain that quality.

● This policies and procedures guide and the Pearson VUE Certified Administrator
Exam cover the current standards for customer service, professionalism, and
security.

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● The exam sponsor guide describes policies and procedures specific to each exam
sponsor.

● The VSS website and a monthly newsletter that both offer quality tips, customer
service tips, and exam sponsor information.

● The training to prepare for administrator certification, along with ongoing training to
help maintain that certification.

● Warnings that point out candidate concerns.

● Reviews of all candidate surveys (report cards) and RMA statistics reports, and when
necessary, advice on how to improve.

● Regular audits of exam activity and log sheets, integrity shops, and announced or
unannounced test center inspections. Pearson VUE contacts you if we identify issues
that need improvements and provides follow-up through a case in ServiceDirect.

Test centers do not receive compensation for delivered integrity shop exams.

● Recognition of quality test centers.

● If your test center is found to be below acceptable levels of quality or test security,
Pearson VUE puts your test center on a corrective action plan, which can include
suspension of exam delivery. For details, see Guidelines for test center corrective
action. As a last resort, Pearson VUE deactivates your test center and terminates the
Test Center Agreement.

Test center responsibilities

The following table provides a high-level overview of test center responsibilities.

Security Compliance Professionalism Environment

Follow security Return results to Welcome and handle Maintain a

procedures as Pearson VUE on the candidates in a comfortable and
described in the same day an exam is courteous and quiet testing facility.
policies and delivered using the professional manner.
procedures guide. Remote Maintenance Meet or exceed the
Agent (RMA). Enter candidate data minimum equipment
Report unusual or accurately in and facility
suspicious activity in Perform software Registration

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the ServiceDirect upgrades in a timely Manager. requirements.
system. manner.
Prevent
Respond with Contact Pearson VUE inconveniencing
complete, accurate, if your test center candidates by
and timely must close maintaining an
information during unexpectedly or for appropriate schedule
an investigation of an extended period. in Site Manager and
unusual or suspicious appropriate staffing
activity. Document candidate of Pearson VUE
complaints or issues Certified Test
Keep Pearson VUE with exam delivery Administrators.
applications secure on the same day they
by making sure that occur in the Collect the exam fee
staff members use ServiceDirect system. specified by the
their own usernames sponsor when
and passwords and registering
do not share them. candidates.

Deliver exams within

30 minutes of the
scheduled
appointment time.

About admissions equipment

Admissions equipment refers to the technologies used for measuring and analyzing
human characteristics such as voice patterns, facial patterns, and hand measurements,
typically for authentication purposes. Signature devices and other admissions
equipment consist of a reader or scanning device and software that converts the
scanned information into digital form. The admissions data are then stored in a
database along with other data about a person. When the person's identity needs to be
verified, the newly captured admissions data can be compared to the stored admissions
data. The software uses sophisticated algorithms to compare the two sets of data and
determine whether it matches.

Some exam sponsors require Pearson VUE to collect admissions data from candidates
when they are admitted for exams. To facilitate this, test centers must have a system of
hardware and software that allows administrators to capture the necessary data.
Currently, sponsors can choose to have a test center collect a candidate's digital palm
vein, signature, or photo. Exam sponsors may want all of this data to be collected or
may choose to collect just one or a combination, such as signature and photo.

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To collect this data, you will admit a candidate using Admissions Manager as you
normally do. If an exam sponsor requires admissions data, Admissions Manager
automatically incorporates the necessary steps into the admission process. The devices
that capture the data are controlled from within the Admissions Manager software; you
do not need to manipulate the hardware or launch any other software applications. The
admissions data are automatically sent to Pearson VUE with the candidate's exam
results after you have run RMA at the end of the day.

At Pearson VUE, we use the term enhanced security equipment to refer to the system of
hardware and software installed at a test center for collecting admissions data.

Not all test centers are required to install each piece of admissions
equipment (signature, photo, or palm vein). Pearson VUE contacts your test
center if you must have certain pieces of admissions equipment installed.

This equipment consists of the following items:

● Digital signature device: The digital signature device consists of an electronic pad
and a stylus (pen) and connects to the administration workstation. Candidates
provide an electronic signature by using the stylus to sign the pad.

● Camera: Test administrators use the digital camera to take candidate photos. This
camera is mounted in a stationary position near the administration workstation and
focuses on a chair where candidates sit while being photographed.

● Palm vein device: A candidate's palm vein pattern is captured as part of the exam
admissions process and stored electronically. Each time the candidate enters or exits
the testing room, he or she is required to provide another palm vein pattern through
Entry Monitoring in Admissions Manager, which is compared to the original palm
vein pattern and used to authenticate the candidate (if the exam sponsor requires
this). A palm vein device connects to the administration workstation via USB
interface. The palm vein device is controlled by Entry Monitoring in Admissions
Manager at the administrator workstation.

● Scanner: A scanner is not admissions equipment, but test centers use scanners in
backup procedures if the digital signature device is not working. The scanner
connects to the administration workstation. Pearson VUE does not supply the
scanners for test centers. Because not all test centers use the same type of scanner,
this guide does not provide detailed information about using the scanner. If you
need help, refer to the user guide that you received with your test center's scanner.

● Webcam: The webcam is used as a method of taking candidate photos. This camera
also connects to the administration workstation.

For details about the admissions equipment, see Admissions and candidate monitoring
equipment.

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Installation and setup

Your regional VSS group helps your test center install and set up the admissions
equipment and audio and video recording equipment (if applicable), and makes sure
that your administration workstation meets Pearson VUE's requirements. See the
installation guide for more information. Be sure that you perform the end-to-end
testing procedure described in this document before you deliver any exams that require
you to capture admissions data.

The testing process

The following steps explain the testing process by describing each step from software
installation to exam delivery.

1. The Pearson VUE Testing System is installed and set up.

This involves installing computers and software that test administrators use to
manage the complete testing process, from exam booking to exam delivery. The
local server and administration workstation at a test center connected to the
Pearson VUE Testing System’s central computer system and databases (referred
to as the hub) through the Internet. All exams and exam information transfers
between Pearson VUE and the test centers electronically.

2. Test administrators use Site Manager to set up basic information about the test
center.

This includes setting up the usernames and passwords that each test
administrator uses to log in to Site Manager, Admissions Manager, Registration
Manager, and Delivery Manager. Chapter 3 describes each application and its
features. This process also includes entering information about the test center,
such as contacts, operating hours and directions, and setting up the test center’s
assets. Assets, such as workstations, are items that test centers need to deliver
exams. When test administrators enter this information the administration
workstation automatically connects to the hub so that the information can be
stored in Pearson VUE’s central databases.

3. Candidates register for exams and schedule appointments.

Pearson VUE authorizes each test center to deliver specific exams, and exam
sponsors determine how their candidates may register for exams and schedule
exam appointments. Candidates can typically register and schedule by contacting
a test center, visiting the candidate website, or contacting the call center.

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 When a candidate schedules an appointment through a test center, the candidate
website, or the call center, the Pearson VUE Testing System software uses the
information entered about a test center to help schedule the candidate for an
exam. For example, if a candidate wants to select an appointment time at a
specific test center, the software lists only appointment times that are within the
operating hours set up for that test center. The software also makes sure that the
number of candidates scheduled does not exceed the test center's available
resources. For example, if a test center has 15 workstations, the software does
not allow more than 15 candidates to be scheduled for exams at one time.

Pearson VUE uses online credit card processing to handle candidate payments, so
that credit cards can be validated immediately. Each exam sponsor sets prices for
its exams, and neither Pearson VUE nor any test center is permitted to deviate
from that pricing without the exam sponsor's permission.

Whenever registration and scheduling takes place, the software application

(Registration Manager) connects to the hub system so that a candidate's
information is updated immediately and is always current in Pearson VUE's
central databases.

4. After exam appointments are scheduled, the Pearson VUE Testing System
maintains the schedule.

Updated schedule information needs to be transferred to a test center’s

administration workstation frequently. Exam registrations and appointments can
change at any time, so it is critical for every test center to receive the latest
information. This process is handled by the Pearson VUE Application Wrapper and
Remote Maintenance Agent (RMA). For more information on how these
applications work, see Application Wrapper and Remote Maintenance Agent in
chapter 3. You must verify that RMA is working correctly at least once a day on the
VSS website.

Sites located on United States federal and state facilities and military
installations should refer to appendix C instead of chapter 3 for details on
the Pearson VUE Application Wrapper and Remote Maintenance Agent
(RMA).

5. The RMA application tracks which exams candidates are going to take at a test
center and when.

Between one and three days before the appointment date, RMA downloads the
files for the exams that will be delivered at a test center when it connects to the
Pearson VUE hub system. A set of exam files is set up for each candidate, and the
files contain all of the information required as part of the exam. For example, an
exam sponsor may want candidates to complete a license agreement and tutorial
before starting the actual exam. Exam sponsors may also choose to include other

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 features within the exam, such as mandatory or optional breaks at specific times;
these breaks can be controlled and managed through the software.

In addition, exam sponsors may grant some candidates accommodations because

of a disability or health problem. Accommodations may involve special testing
equipment (such as an enlarged keyboard), assistive personnel (such as a sign
language interpreter or reader), additional breaks, or additional exam time.
Information about accommodations is included with a candidate's appointment
information so that a test administrator knows what must be provided to the
candidate. A Pearson VUE staff member may also contact the test center before
the exam to help make any special arrangements. Accommodations that affect
the exam length are automatically built into the exam.

6. Candidates arrive to take exams.

When candidates arrive for an exam, they go through a standard admissions

process required of all candidates. For example, candidates must provide one or
two forms of identification, agree in writing to a set of exam rules, and sign a log
sheet. Specific exam sponsors may have other identification or check-in
requirements. Admissions Manager guides the test administrator through the
process for each candidate to make sure that test administrators perform all
admissions steps.

7. Candidates take their exams on the delivery workstations.

The test administrator launches Delivery Manager on each candidate’s delivery

workstation. Delivery Manager displays the candidate’s name, along with the
name of the exam the candidate is registered to take. The test administrator
verifies the information and starts the exam. Candidates take their exams on the
delivery workstation. Exams are automatically scored, and the results are stored
electronically. After the exam, candidates may receive their results on screen and
may receive a printed score report, depending on exam sponsor's policy.

8. Exam results are transferred to Pearson VUE.

After an exam has been delivered, RMA transfers the exam results to the Pearson
VUE Testing System databases. The results are then transmitted to the exam
sponsor.

Sites located on United States federal and state facilities and military
installations must run RMA manually in order to transfer exam results to
the Pearson VUE Testing System databases. For more information, see
appendix C.

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Test center objectives
Test centers are expected to:

● Make sure that administrators are courteous and professional.

● Enter accurate candidate data in Registration Manager.

● Maintain appropriate schedules in Site Manager.

● Maintain appropriate staffing of Pearson VUE Certified Administrators to prevent

candidate inconvenience.

● Collect the appropriate exam fees from the candidate as specified by the exam
sponsor.

● Provide distraction-free testing.

● Meet minimum equipment and facility requirements.

● Use the Pearson VUE Application Wrapper and communicate with the hub through
RMA to ensure timely preparation of exams, return of exam results, and upgrades to
Pearson VUE software.

● Deliver exams in a timely manner.

● Follow procedures described in the Test Center Agreement and this policies and
procedures guide. This includes security procedures such as continuously monitoring
all candidates and other measures that ensure the integrity of exam delivery.

● Use the administrator override options (such as the option to extend the time
allowed for an exam) only when Pearson VUE gives documented or verbal
permission.

● Report unusual or suspicious activity through a case in ServiceDirect.

● Respond with complete, accurate, and timely information during an investigation of

unusual activity.

● Check your case queue in the ServiceDirect system throughout each testing day so
that you can respond to cases promptly. See Opening and closing ServiceDirect for
instructions on how to access ServiceDirect.

Test center roles

Depending on the size of a test center, different people may perform different roles, or
a few people may perform multiple roles.

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● The test administrator is responsible for day-to-day activities, such as processing and
monitoring candidates.

● The technical contact is the person responsible for helping set up the test center and
the Pearson VUE Testing System software. This user is mainly interested in the
information in the installation guide.

● The test center manager or business owner is the person ultimately responsible for
managing the test center. This person is responsible for overall test center quality
and security.

Security
Pearson VUE is the global leader in the high-stakes testing business. As the leader, we
are committed to providing a secure environment in which to conduct this business on
behalf of our exam sponsors.

Test centers are responsible for maintaining the security of exam content and testing-
related materials at all times. A high level of security is essential for upholding the
reputation of your test center and for protecting exam content, which is owned by the
individual exam sponsors. Failure to protect the exam sponsor’s exam content degrades
the value of their certifications and puts your test center and Pearson VUE at risk of
losing the right to deliver their exams.

Please work with us to provide a high level of security at your test center by following
the policies and procedures described throughout this guide. If you become aware of
any security violation at your test center or at any other test center, report it to Pearson
VUE immediately.

Some important examples include:

● Test center facilities

● Equipment and software, including workstations and laptops

● Test center personnel and candidates

● The security of the exam process

● Sponsors' intellectual property (including test questions and answers)

● Employee, candidate, and customer information

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 Your organization may have a written security policy or privacy policy. If so,
you should become familiar with these and follow them at all times.

For more information about how to maintain security at the test center, see
the Maintaining Security chapter.

Guidelines for test center corrective action

If your test center is found to be below acceptable levels of quality or test security,
Pearson VUE puts your test center on a corrective action plan, which can include
suspension of exam delivery. As a last resort, your test center is deactivated and the
Test Center Agreement is terminated.

The following sub-sections provide guidelines for corrective action in response to an

incident that violates the quality or security of exam delivery. The violations and
corrective actions listed are examples, and Pearson VUE may take additional corrective
actions, such as requiring you to send your log sheets to Pearson VUE on a regular basis
or to recertify the Pearson VUE administrator.

One action that may be taken is to suspend exam delivery at your test center. A
suspension may last for days, weeks, months, or as long as deemed necessary to
indicate that the test center has improved. If an incident is repeated after a suspension
is lifted, the next step may be to end the business agreement. The actions of suspension
and termination of the Test Center Agreement can be communicated verbally and will
be confirmed in writing through a case, email message, or letter to the test center.

Disclaimer
The section describing corrective actions is intended for guidance and
general informational purposes only. It does not extend, restrict, or modify
the rights or remedies of Pearson VUE or the test center under the Test
Center Agreement.

One or more warnings before a suspension or termination

● Test center closed during scheduled exams

● Failure to contact Pearson VUE regarding long-term unavailability of test center

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● Failure to contact VSS when technical problems affect exam delivery

● Not requiring candidates to sign in or out on the Pearson VUE log sheet

● Failure to check candidate identification as required

● Failure to have candidates sign the Candidate Rules Agreement

● Not updating contact details in Site Manager

● Sharing passwords

● Administrator on staff is not Pearson VUE certified

● Staff members who are not Pearson VUE certified logging into Delivery Manager

● Extending length of exam without approval from Pearson VUE

● Restarting an exam without approval from Pearson VUE

● Failure to collect and clean erasable noteboards

● Repeated failure to return exam results within 24 hours of exam delivery

● Allowing candidates to take personal items into testing room

● Failure to update software by required deadline

● Charging candidates an administration or sitting fee

● Failure to meet minimum facility requirements

● Failure to respond to a case or to complete requested actions in a timely manner

● Failure to collect the required admissions data or to follow the relevant backup
processes correctly

Immediate suspension

● Repeated warnings or failure to implement required corrective actions or other

instructions provided by the Channel Quality team

● Failure to properly and continuously monitor candidates

● Failure to report address changes to Pearson VUE

● Failure to send requested log sheets to Pearson VUE within a communicated

deadline

● Staff taking an exam without a Pearson VUE Certified Administrator proctoring the
exam

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● Delivering exams between the hours of midnight and 6 a.m. local time

● Allowing unauthorized access to Pearson VUE exam delivery workstations or to exam

content

● Failure to adhere to sponsor rules and retake policies

● Failure to return exam results, requiring candidates to retest

● Not compensating candidates for serious inconvenience caused by your test center's
failure to follow required procedures

Immediate termination and report to exam sponsors

● Assisting a candidate with answering exam items

● Allowing a candidate to possess notes or other prohibited items during exam

delivery

● Failure to report an observed candidate cheating to Pearson VUE

● Unauthorized mobile testing

● Providing incomplete, incorrect, or misleading information to Pearson VUE

● Failure to correct violations

● Any deliberate misuse of the Pearson VUE Testing System

● Copying or disclosing exam content

● Any fraudulent, unethical, or criminal behavior that adversely affects Pearson VUE or
its exam sponsors

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