P3 MANUAL

Internet-Based Testing

Policies, Procedures and Practices

Version 2.00 October 2005

November 2011 Revision:

Revised Section Pages

Visitors, Observers, and Requests for Media Coverage 9–12

This Policies, Procedures and Practices manual (“P3”) is the exclusive property of

Educational Testing Service. The P3 is licensed for use with restrictions to an authorized

ETS Certified Test Administration Site (“CTAS”). Information herein is proprietary and

may not be disclosed to unauthorized persons without the express written consent of

Educational Testing Service.

ETS and the ETS logo are registered trademarks of Educational Testing Service.

Test of English as a Foreign Language and TOEFL are registered trademarks of

Educational Testing Service.

Windows and DOS are registered trademarks of Microsoft Corporation.

Copyright © 2005, 2011 by Educational Testing Service. All rights reserved.

List of Effective Sections

Title .............................................................. Rev 2.00 Table of Contents.......................................... Rev 2.00

Chapter 1 ...................................................... Rev 2.00

Chapter 2 ...................................................... Rev 2.00 & Rev 2.10 Chapter 3 ...................................................... Rev 2.00

Listening.

Learning.

Leading.

Educational Testing Service Version 2.00 September 2005

Copyright 2005 by Educational Testing Service. All rights reserved.

CTAS Policies, Procedures and Practices Contents i

Contents

Chapter 1: Introduction .......................................................................... 1

About the P3 ....................................................................................................................... 1 Other Information Resources .............................................................................................. 1

Situations Requiring a Call to the Help Desk ....................................................... 2

Chapter 2: Policies.................................................................................. 3

Facilities and Equipment .................................................................................................... 3 Physical Requirements, Comfort, and Environment ............................................ 3

Test Site Staff ..................................................................................................................... 4 Conflict of Interest Restrictions ............................................................................ 5

Security of Test Materials and Equipment .......................................................................... 5 Conduct and Prohibitions.................................................................................................... 6

Additional Security Procedures ............................................................................ 7 Non-Prohibited Items ........................................................................................... 8 Scratch Paper ........................................................................................................ 8 Writing Instruments .............................................................................................. 8 Misconduct ........................................................................................................... 9 In Case of Violations ............................................................................................ 9

Visitors, Observers, and Requests for Media Coverage ..................................................... 9 Visitors ............................................................................................................... 11 Observers ............................................................................................................ 11 Requests for Media Coverage............................................................................. 12

Scores and Test Results Integrity Policy .......................................................................... 12 Humanizing the Test Administration ................................................................................ 13 Handling Special Needs .................................................................................................... 13

Testing Accommodations Available for Internet-Based Testing (iBT) .............. 14 Handling Unexpected Special Requests ............................................................. 14 Service Animals ................................................................................................. 15

Examinee Comments ........................................................................................................ 15

Chapter 3: Procedures and Practices ................................................. 16

General.............................................................................................................................. 16 TOEFL Format and Delivery ............................................................................................ 16 How to Confirm Test Site Readiness ................................................................................ 17 Opening the Test Site ........................................................................................................ 17 How to Admit Examinees ................................................................................................. 18 How to Start a Test ........................................................................................................... 19 How to Correct Names and Birth Dates............................................................................ 19

Procedures for Correcting Names and Birth Dates ............................................. 20 TOEFL Identification Regulations ................................................................................... 20

Acceptable Forms of TOEFL ID ........................................................................ 21 Alternate Acceptable Forms of TOEFL ID ........................................................ 22 Letter of Identity from a College or University for TOEFL Tests ...................... 23 Unacceptable Forms of Identification for TOEFL Tests .................................... 23



CTAS Policies, Procedures and Practices Contents ii

Guidelines for Photographing Examinees ........................................................................ 24 Photographing Examinees Procedures ............................................................... 24 Special Problems in Taking Examinee Photos ................................................... 24

How to Monitor the Testing Room ................................................................................... 25 Handling Questions and Problems ..................................................................... 25 TOEFL Rest Breaks ........................................................................................... 26

How to End the Test and Dismiss Examinees .................................................................. 26 How to Perform Clean-up and Close the Test Site ........................................................... 27

TOEFL Document Handling .............................................................................. 27 Center Problem Reports .................................................................................................... 27

Reporting Irregularities ...................................................................................... 28 Methods of Reporting Irregularities ................................................................... 29

How to Create a CPR ........................................................................................................ 29 Irregularity Types ............................................................................................... 30

How to Act on Irregularities ............................................................................................. 31 Handling Specific Irregularities ........................................................................................ 31

Examinee Behavior and Misconduct .................................................................. 31 Technical Problems ............................................................................................ 33 Facility Problems ................................................................................................ 34



CTAS Policies, Procedures and Practices Chapter 1: Introduction 1

Chapter 1: Introduction

About the P3 Table 1-1. CTAS Policies, Procedures and Practices Manual.

CTAS Policies, Procedures and Practices Manual

• This Policies, Procedures and Practices (P3) Manual describes the policies, procedures, and test-

specific practices that must be used at each Certified Test Administration Site (CTAS) when delivering Internet-based tests (iBT) on behalf of Educational Testing Service ®(ETS).

• The P3 defines the responsibilities and duties of CTAS personnel and describes the specific

procedures that must be followed before, during, and after each test administration to ensure that the

administration of tests at the CTAS is efficient, fair, and secure.

• Certain other instructions will be provided to the CTAS in addition to the P3. For example,

documentation about technical specifications for computer workstations and equipment will be

presented separately. In addition, a Client Practice document will be provided for each testing

program, which describes details and considerations specific to that testing program, such as

identification requirements. The Client Practices are available on the STN channel communication

website at www.prometric.com/stn. The website is for Test Center Administrators only.

• The P3 will be updated periodically and can be viewed online at ETS’s website (http://ctas.ets.org ).

In addition, ETS will notify the CTAS of these updates. The CTAS must acknowledge receipt of and

approve these updates. If the CTAS does not agree with any of the updates, it should notify ETS immediately and in any event before the next test administration.

Other Information Resources Table 1-2. Help Desk.

Help Desk General Information

• The Help Desk handles all technical issues for the CTAS.

• The Help Desk provides support 24 hours a day, 7 days a week. ETS will provide the CTAS with the

Help Desk telephone number.

• Types of issues that the Help Desk handles are:

• Immediate examinee problems

• Downloading files

• Technical difficulties • All questions concerning service deliveries

• The CTAS staff must not refer examinees to the Help Desk.

http://ctas.ets.org/



CTAS Policies, Procedures and Practices Chapter 1: Introduction 2

Help Desk General Information

• Whenever the CTAS staff contacts the Help Desk, the CTAS staff must record the name of the

person at the Help Desk and the ticket number, which is used to track the Help Desk calls. If the

CTAS staff contacts the Help Desk again to check on the progress of a ticket, the CTAS staff should

have the ticket number readily available.

• The CTAS must contact the Help Desk immediately any time an examinee is unable to start a testing

session within 15 minutes of appointment time due to a software, hardware, or procedural problem. When reporting an incident, the CTAS must provide:

CTAS number

the examinee’s name

ID number

any error messages that appeared all details surrounding the situation:

• The CTAS Supervisor must file a Center Problem Report (CPR) any time the Help Desk is called

about an unusual testing circumstance at the Test Site (see Chapter 3).

Situations Requiring a Call to the Help Desk

Table 1-3. Situations Requiring a Call to the Help Desk.

General Information

The CTAS Supervisor must contact the Help Desk and file a CPR immediately if any of these situations

occur:

• Problems with computer hardware (e.g., video monitor, keyboard or mouse problems), or software

(system errors, incorrect test, image capture camera not functioning, etc.) that will cause a disruption of test delivery.

• Any incident involving potential compromise of the security of an examination, including cheating;

or impersonation of an examinee.

• Any circumstances that will not permit the CTAS to meet its obligations under the P3.

• Power outage at center, natural disaster (flood, fire, snow, etc.), sudden illness of a CTAS Supervisor

or Proctor.

• A call to the Help Desk is required any time an event impacts an examinee in a time sensitive nature

(delays exams more than 30 minutes; results in cancellation of exam delivery; etc.). Any situation or

event that may affect the conduct of a fair, uniform, and standard test administration must be documented in a CPR.

• Any situation involving the discovery of video, digital or other recording devices, including without

limitation cell phones, hand-held computers, personal digital assistants, and Blackberries, in any part of the CTAS, including waiting areas.

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CTAS Policies, Procedures and Practices Chapter 2: Policies 3

Chapter 2: Policies

Facilities and Equipment Table 2-1. Facilities and Equipment.

Facilities and Equipment

• The success of any test administration depends on the suitability of the test site. Examinees cannot do

their best if distracted by conditions such as noise, poor lighting, inadequate writing surfaces, or

extreme temperatures. Although some adverse conditions may be beyond the control of the CTAS,

the CTAS Supervisor must use best efforts to minimize the possibility of such distractions through

careful planning, such as, by making sure that the ringer on the telephone is set on low, and by refraining from engaging in loud conversations.

• The CTAS must meet all local and national requirements for facilities that accommodate the public.

• In addition, the CTAS must meet the minimum special requirements listed in “Table 2-2.

General Information About Physical Requirements, Comfort, and Environment.”

• If any of those requirements conflict with local or national requirements, the local or national requirements shall take precedence, provided that the intent of the testing program is not abridged.

Physical Requirements, Comfort, and Environment

Table 2-2. General Information About Physical Requirements, Comfort, and Environment.


• Testing rooms must be appropriately heated or cooled, adequately ventilated, and free from

distractions.

• Lighting must enable all examinees to read computer screen in comfort. It should not produce

shadows or glare on computer screen or writing surfaces.

• The testing room must not contain any written materials, other than test station seat numbers.

• Building, testing rooms, and rest rooms must be accessible to people with disabilities, including

wheelchair access. They must meet local and national accessibility laws, such as the “Americans with Disabilities Act” (ADA) in the U.S., and equivalent laws (if any) outside the U.S.

• Rest rooms should be located near the testing room and should be easy to find. Post directional signs

if necessary.

• A telephone with access to an outside line must be available to staff at all times for use in calling the

Help Desk, reporting irregularities, or tending to other emergencies.

• Internet connectivity must be established and maintained to allow for the delivery of examinations.





• The check-in area should be located near the entrance to the testing room, in an area separate from

other activities. A table, desk, or counter is recommended for use during check-in. If the check-in

area is within the testing room, the CTAS staff must use best efforts to ensure that the check-in

process does not disturb examinees whose testing is in progress.

• Testing rooms must be quiet throughout all test administrations. When testing is in progress, do not

conduct other activities in or near the testing room that would disrupt the standardized testing environment.

• At each test station, position the computer monitor, keyboard, and mouse properly for ease of use

without strain.

• The testing room must comfortably accommodate the number of testing stations placed in it. Testing

stations should be configured in such a way as to prevent the examinees from easily viewing the computer screens of nearby stations.

• If there are no partitions between computer testing stations to restrict visibility, then there must be a

separation distance of 5 feet (1.5 meters) from the center of one computer monitor screen to the

center of the screen of any adjacent computer. If, after reviewing a site’s lab layout, ETS determines that partitions are necessary, ETS will provide the required number of partitions to the site.

• In testing rooms where computer tables are at a 90-degree angle, examinees must not be seated next

to each other in the connecting corner. The 5-foot (1.5 meter) minimum distance must be maintained.

• Technical specifications for computer workstations and equipment are provided in other

documentation and are not included in this manual.

Test Site Staff Table 2-3. Qualifications and Responsibilities.

Qualifications and Responsibilities

• All CTAS Supervisors and Proctors must:

• be at least 18 years of age.

• be able to read, write, and speak English.

In addition, all CTAS Supervisors must: • complete the Supervisor Certification Test.

• Each CTAS requires a Supervisor, whose responsibilities include the following:

• Perform a readiness check several days before each scheduled test administration

• Complete check-in of examinees

• Ensure the security of the CTAS

• Write test Center Problem Reports (CPRs)

• Coordinate activities with the Proctor(s)

• Each CTAS requires one or more Proctors, whose responsibilities include the following:

• Monitor the testing room to maintain security

• Interact with the testing station to start or pause tests • Report any irregularities to the Supervisor

• A Proctor must not perform any duties other than proctoring the test while a testing session is in

progress.

• At least one CTAS staff member must be present within the testing room at all times during all

testing sessions.

• Each CTAS is required to provide Supervisors and Proctors in the following proportions, per testing

room:

• 1-25 examinees requires 2 staff members (1 Supervisor and 1 Proctor)

• 26-40 examinees require 3 staff members (1 Supervisor and 2 Proctors) • 41-80 examinees require 4 staff members (1 Supervisor and 3 Proctors)




Conflict of Interest Restrictions

Table 2-4. Conflict of Interest Restrictions.

Conflict of Interest Restrictions

To avoid a conflict of interest or appearance of any impropriety, CTAS staff members must not:

• Be involved, as an instructor or student, in any course, workshop, or tutoring activity, whether public

or private, whether on a paid or volunteer basis, which involves preparing examinees for test

questions similar in content to those in the TOEFL tests being administered at the CTAS; or any other test preparation or coaching activity whose purpose is to address content of secure ETS tests.

• Administer, or provide access to, any ETS test to a member of his or her household or any immediate

family member, or any third party known to them who has not followed standard ETS test registration

procedures.

• Handle secure test materials for administration of an ETS test to a household or immediate family

member or any third party known to them, such as a fellow employee, who would obtain advantage or benefit as a result of administration or handling of materials.

• Take any ETS test for a period of 180 (one hundred and eighty) days following involvement in any

aspect of the administration, proctoring, or handling of that test(s). The CTAS should contact the ETS

Office of Test Integrity (OTI) for program policy information at telephone number (609) 406 – 5430 (U.S.).

• Administer or provide access to any test to an employee of CTAS where s/he works.

Additionally, ETS reserves the right to invalidate test results of a CTAS staff member or third party should

these guidelines be violated. CTAS staff must not provide access to any examination or proprietary test

delivery software to any third party except those who are registered to take the test under secure testing conditions. Legal action may be brought against CTAS staff for failure to adhere to these conditions.

Security of Test Materials and Equipment Table 2-5. Test Materials and Equipment Security.

Test Materials and Equipment Security Policy

Security of test materials is critical. From the moment a test is launched until the examinee completes the

test and is dismissed from the CTAS, the Supervisor is responsible for ensuring the test’s protection from

loss or unauthorized access and preventing an examinee from having either an unfair advantage or

disadvantage. These responsibilities include:

• Ensuring that all examinees are authorized to test and that the person taking the test is the person

authorized to take it. (See “TOEFL identification regulations” in Chapter 3 of the P3.)




Test Materials and Equipment Security Policy

• Making certain that the following requirements are met:

• No examinee has access to test materials before the administration;

• No one, except examinees as they take the test, reads the content of the test at any time (this

includes all members of the CTAS staff);

• No one copies, photographs, or records any test questions or takes secure test material from the

CTAS.

• No one inspects computer-displayed items or secure paper test material or scratch paper at any

time, except for examinees as they test.

Notes: • CTAS staff members may not inspect the content of test materials during an examinee’s report

of a specific defect.

• CTAS staff members may not read individual test questions if an examinee reports flawed

questions.

• If an examinee reports problems with a question(s), the Supervisor should file a CPR

documenting the complaint and advise the examinee to address the complaint with ETS.

• At no time should the content of a question be placed in the CPR. Refer to the test and the

question number only.

• The Supervisor may view the test screen only if the complaint is regarding a technical problem (i.e., formatting, font size too small, part of question off screen, etc.)

• The administrative station is for use by the Supervisors and Proctors only. Information displayed

(registration and scheduling data) is confidential. CTAS staff are strictly prohibited from using such

information for any purpose not directly related to test administration and are required to guard it

against divulging or display to unauthorized third parties (in accordance with “Use of Candidate Data” clause in the CTAS Terms and Conditions).

• Report to the Help Desk immediately:

• Any potential compromise of test data or materials before, during, or after testing process. • Any and all unusual testing circumstances.

In addition, complete a CPR.

• Test taking must be limited to those examinees declared eligible by the organization that owns the

test.

Conduct and Prohibitions Table 2-6. Prohibited Items List.

Prohibited Items List

Use of the following items in the testing room is strictly prohibited unless explicitly permitted in the

program information bulletin.

Examinees who arrive at the CTAS with such testing aids must be told that they may not bring them into

the testing room. However, if examinees do not have access to a safe place to leave such items, e.g., a car

or locker, they may, at the discretion of the CTAS Supervisor, place them in their pockets or handbags or

under their desks. Outerwear (coats, jackets, etc) may be hung on the back of the examinee’s chair. Cell

phones, Blackberries and the like must be turned off and put away.

• Backpacks, fanny packs

• Bags

• Books, pamphlets and dictionaries

• Briefcases

• Calculator watches and watch alarms (especially those with flashing lights and alarm sounds).

• Calculators

• Cellular or other telephones

• Digital watches (wrist or pocket)




Prohibited Items List

• Examinee-provided keyboards

• Food or beverages

• Any form of tobacco or tobacco products, alcoholic beverages, illicit drugs

• Hats and headwear (unless by religious requirement) – See "Table 2-7. Additional Security

Procedures."

• Highlighter pens or mechanical pencils of any kind

• Listening devices, personal stereos, radios with headphones, recorders

• Non-medical electronic devices (laptop computers, digital assistants)

• Outerwear (coats, jackets, etc.)

• Pagers (beepers), Blackberries

• Papers of any kind (except for scratch paper provided by the CTAS

• Purses, wallets

• Copying and photographic devices

• Slide rules, rulers, compasses, protractors

• Stencils, colored overlays

• Transmission or receiving devices

Before beginning the test, the CTAS Supervisor must ensure that all electronic equipment is turned off, or

set to silent mode, including beepers, alarm watches, cellular phones, and Blackberries.

Remind examinees to keep their identification (ID) with them at all times.

Site staff members may not accept the responsibility of holding or safeguarding an examinee’s personal

possessions.

Additional Security Procedures

Table 2-7. Additional Security Procedures.


Perform the following security measures when checking in examinees:

• Visually inspect any heavy-framed glasses to ensure no wires are hidden. Request the examinee to

remove his/her glasses and hold them out in front of you for inspection. Do not physically handle the

items yourself. If wires are found, the Supervisor must dismiss the examinee and not let him/her take the test.

• Be aware that lanyards (cords that allow glasses to hang around the wearer's neck) can be used to conceal wires.

• Be aware that loose-fitting apparel can conceal wires and other cheating devices.

• Important: Weapons of any kind are prohibited at the CTAS. Only Law Enforcement Personnel

acting in an official capacity (not as an examinee) may carry their weapons in the CTAS. Supervisors

must file a CPR each time a weapon is brought to the Site.

Head coverings (headgear) worn for religious or cultural purposes

• Typical head coverings may include hats, turbans, scarves, yarmulkes, and even baseball caps.

• All head coverings that are worn for religious or cultural purposes are allowed in the testing room

unless the client specifically prohibits it.

• Visually inspect head coverings for hidden wires, notes, etc. or any item that might be used during

the test.

Important: Do not ask the examinee to remove the headgear.





• If the Supervisor sees an examinee either remove or put anything into the head covering, the

Supervisor should request to inspect the item. This constitutes examinee misconduct and must be reported in a CPR as a breach in test security.

If any video or recording devices are discovered, contact the Help Desk immediately.

Non-Prohibited Items

Table 2-8. Non-Prohibited Items List.

Non-Prohibited Items List

• Personal ID documents

• Devices permitted by the specific testing program

• Devices permitted by Special Accommodations status of examinee

• Scratch paper provided by the CTAS

Scratch Paper

Table 2-9. Scratch Paper Information.

Scratch Paper Policy

• Examinees are allowed to use only the scratch paper supplied by the CTAS.

• Scratch paper should be a color other than white.

• Only one color of scratch paper may be used on a test day. Different colors must be used on

adjacent test days.

• Three sheets of scratch paper and a pencil must be handed to each examinee at check-in.

• An examinee may be in possession of only 3 sheets of scratch paper at any time. If an examinee asks

for more scratch paper, the Supervisor must collect the three used sheets before giving the examinee any more sheets.

• All scratch paper must be collected before an examinee leaves the CTAS and disposed of in

accordance with the procedures below.

• Used scratch paper must be destroyed at the CTAS, either by shredding with a shredding machine or

by tearing into very tiny pieces. Exception: Send used scratch paper to ETS if it is evidence related to a CPR.

• Do not allow the use of any papers brought in by the examinee during test administration.

• The only time scratch paper can be conserved is when it is evidence associated with a CPR. In that

case, the Supervisor is required to send such scratch paper to ETS (with a copy of the relevant CPR).

Writing Instruments

Table 2-10. Writing Instruments.

Writing Instruments Policy

Do not allow examinees to use pens or mechanical pencils of any kind.

The CTAS is responsible for providing a pencil to each examinee.

Educational Testing Service Version 2.10 November 2011



Misconduct

Table 2-11. Misconduct.

Misconduct Policy

• The Supervisor must warn any examinee engaging in misconduct to stop his/her behavior.

• The Supervisor must advise examinees who are misbehaving that they will be asked to leave the CTAS if the misconduct

persists. If, after a warning, the behavior persists, the Supervisor must dismiss the examinee and submit to ETS a detailed CPR regarding the incident.

• If the examinee is in the testing room, the Supervisor should attempt to resolve the problem without disturbing other

examinees.

• The Supervisor should call the Help Desk and dismiss any examinee who continues to engage in misconduct and does not

heed warnings.

The following behavior is considered misconduct:

• Giving or receiving assistance of any kind, talking to another examinee, hand signals, use of notes.

• Using any prohibited aids listed previously or specified in an individual client practice.

• Attempting to take an examination for someone else.

• Failing to follow test regulations or instructions of administrator.

• Causing a disturbance of any kind.

• Removing or attempting to remove test questions and/or responses (in any format) or notes about test content from the CTAS.

• Attempting to remove scratch paper from the testing room.

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

In Case of Violations

Table 2-12. In Case of Violations.

Violations Policy

• If, in the judgment of the Supervisor, attempting to remove an examinee would create a disturbance to other examinees or

result in a potentially threatening situation, the Supervisor may permit the examinee to complete testing but must submit to ETS a detailed CPR regarding the incident.

Important: The CTAS Supervisor must call the Help Desk before removing the examinee.

• If the individual causes a serious disturbance and will not leave the CTAS, the Supervisor should call the police or other local

authorities.

• Make certain to retain any materials related to events as ETS may request them.

• See Table 3-23. Reporting Irregularities. in Chapter 3.

Visitors, Observers, and Requests for Media Coverage Table 2-13. CTAS Visitors, Observers and Requests for Media Coverage.

CTAS Visitors, Observers and Requests for Media Coverage

The testing room must be inaccessible to the general public unless visitors have received prior authorization and present appropriate

identification.

Note differentiation between CTAS visitors and CTAS observers below.

• Reporters, photographers, friends, parents, tutors, government officials, solicitors, students, professional school recruiters,

coaching school staff, ETS staff, etc., may request to view CTAS facilities and on-going testing processes. The

Supervisor/Test Center Administrator (TCA) must deny or grant access in each case based on a documented “right to know”, as explained below.





• In the case of an examinee driven to the CTAS by someone else, the Supervisor/TCA should direct the visitor to the local

library, coffee shop, mall, etc. to wait for the examinee. The Supervisor/TCA should advise the visitor of the approximate time

the examinee will be finished testing. The Supervisor/TCA should make it clear that the visitor cannot wait at the CTAS due to

security restrictions.

• Documented right to know is straightforward, requiring little discretion by the Supervisor/TCA. No one will be allowed access

unless they present both of the following items:

• one form of valid, government-issued, photo and signature-bearing identification. If the ID presented does not bear a

signature or photo, a second form of ID bearing the missing photo or signature must be presented.

• a hand-carried or faxed letter of authorization on official ETS or Prometric letterhead bearing the signature of one of the ETS or Prometric officials listed below:

David Hunt, Vice President and Chief Operating Officer, ETS Global Division

Raymond Nicosia, Executive Director, ETS Office of Testing Integrity

Patricia A. Keyser, Director, ETS Office of Testing Integrity

William Nemceff, Director Test Center Management, ETS xBT Production

Bethanne Mowery, Executive Director, ETS xBT Production

Roger Meade, Director of Global Security Operations, Prometric

• A visitor is defined as someone with proper authorization who is interested in seeing the operation of a CTAS, while an

observer is an ETS or Prometric representative trained to evaluate the performance of the CTAS and its adherence to TOEFL®

policies and procedures.





• A surprise visitor requires (no exceptions):

• the letter of authorization as described above.

• one form of valid, government-issued, photo and signature-bearing identification.

• if ID presented does not bear a signature or photo, a second form of ID bearing the missing photo or signature must be

presented.

• a CPR to be filed by the Supervisor/TCA. Important: Visitors and observers should not be permitted in the testing room while testing is in progress.

Visitors

Table 2-14. Visitor Information.

Visitor Information

• Supervisor/TCA must verify that a visitor is properly authorized before admitting the person to the CTAS. When arriving at

the CTAS, the visitor must:

• present a letter from ETS or Prometric, on official ETS or Prometric letterhead with an authorized signature, or the

Supervisor/TCA must have received it by fax before the visitor arrives.

• present one form of valid, government-issued, photo and signature-bearing identification.

• present a second form of ID if ID presented does not bear a signature or photo. The second ID must bear the missing photo or signature.

• If the Supervisor/TCA has any doubt about an individual's authorization to visit, they should call the Help Desk for

verification before admitting the person.

• The Supervisor/TCA should ask to see an authorization letter whenever they admit a visitor, since unauthorized or previously

authorized visitors may attempt to gain access. Failing to request identification from a visitor will be viewed as a failure to maintain the security of the CTAS.

• Additionally, unauthorized visitors such as parents, friends, tutors, government officials, solicitors, professional school

recruiters, coaches, and others may occasionally try to gain access to the testing area without an authorization to visit. Some

may produce identification, but if they do not have the required authorization letter, the Supervisor/TCA may not admit them.

• Visitors may:

• monitor activities from waiting room throughout testing hours.

• enter the testing room only when there are no examinees testing • tour other facilities such as examinee check-in area, rest room locations, etc.

• However:

• the Supervisor/TCA must accompany visitors at all times.

• visitors may not carry or use recording equipment or media.

Observers

Table 2-15. Observer Information.

Observer Information

• Test Site observers authorized by ETS or Prometric may visit the CTAS to evaluate the performance of the CTAS and its

adherence to the P3.

• They will have with them an observation form they will complete while at the CTAS.

• The observer may be announced (in which case, the CTAS will receive a letter informing it of the visit) or unannounced.

• CTAS observations are scheduled to evaluate test administration procedures and facilities to ensure that they comply with established policies and procedures.

Observations afford an opportunity for test administration staff to raise questions, seek advice, or make comments, and allow observers to suggest modifications to CTAS procedures to help alleviate problems that may have occurred.

• Regulations pertaining to observers differ from those that apply to visitors:

• The observer must present a copy of authorization letter issued by ETS or Prometric on official ETS or Prometric

letterhead.

• They shall also have one form of valid, government-issued, photo and signature-bearing identification. If ID presented




Observer Information

does not bear a signature or photo, a second form of ID bearing the missing photo or signature must be presented. Without

proper documentation, the observer(s) will not be permitted to pass beyond waiting area. They may only remain in waiting

room while the Supervisor/TCA determines their reason for being there.

• CTAS Observers may, on occasion, enter testing room during testing to observe problems.

• Examples of instances when observers might enter testing room are:

a. To check examinees’ identification after the rest break.

b. To ensure that security policies or procedures are being enforced

c. Examinee reports problem with keyboard or monitor, the staff are unable to resolve problem and want the observer to

confirm actions taken.

d. An emergency situation (sudden illness of an examinee, a disruptive examinee) requires presence of additional staff in

testing room.

• Observers are not allowed to carry or use recording equipment or media. However, observers may take photographs of

the interior and exterior of the test center, before the start of the test or at the end of the test administration. They will not take photographs during the test itself.

• • A Supervisor/TCA is required to admit an observer who has the required authorization letter and ID, whether the

observation was announced in advance or unannounced.

• If a Supervisor/TCA has a question about authority or legitimacy of a CTAS visitor or observer, s/he should call the Help Desk before allowing the individual into the CTAS and submit a CPR.

Note: With exception of examinees, children under the age of 16 are not allowed in the CTAS testing area.

Requests for Media Coverage

Table 2-16. Requests for Media Coverage.

Requests for Media Coverage Policy

• Testing is a subject of general interest, and test administrations may attract attention of news media.

• Under no circumstance may reporters or photographers be admitted to a testing room or have access to examinees inside the

CTAS.

• If media representatives are present at the CTAS during a test administration, the Supervisor/TCA must keep them out of the

sight and hearing of examinees until all examinees have completed testing. It is imperative that their presence not distract or disturb examinees.

• Ask members of the media to limit their coverage of a test administration to interviews with examinees (with their consent, of

course) after test administration and away from the CTAS, and submit a CPR.

• All requests from the media for information about or coverage of ETS testing programs should be referred to ETS’s Corporate

Spokesperson or to the media contact for the testing program. This will ensure that complete and accurate information is

provided and that responses to specific requests or questions can be made in the context of the testing program and related

ETS activities. A list of ETS media contacts is available on the ETS website at www.ets.org/newsroom/contact.

Scores and Test Results Integrity Policy Table 2-17. Score and Test Results Integrity Policy.

Score and Test Results Integrity Policy

• ETS must report scores that accurately reflect the performance of the examinee. For this reason, ETS maintains test

administration and test security standards designed to ensure that all examinees have the same opportunity to demonstrate their

abilities and to prevent some examinees from gaining an unfair advantage over others because of testing irregularities or

improper conduct.

• ETS reserves the right to cancel any test result if the examinee engages in improper conduct.

• ETS also has the right to question any test score when validity is in doubt because the examinee may have obtained the score

unfairly.

• It is essential for the Supervisor to perform administrative and security procedures described in the P3 to ensure that all test

administrations are uniform and fair and that the security of the test materials is not compromised.

http://www.ets.org/newsroom/contact




Humanizing the Test Administration Table 2-18. Policy and Guidelines for Administering Exams.

Policy and Guidelines

It is important to remember that when an examinee comes into a CTAS, the test s/he is about to take may

determine the rest of the examinee’s career. Most examinees have spent many hours studying, and some will not be at their best during the test.

All this places the Supervisor in a very special position to conduct every administration in an empathetic

way. Since the Supervisor’s behavior will set the tone for the CTAS, s/he must follow the guidelines below:

• The Supervisor must:

• Greet examinees courteously to ease their anxiety.

• Use appropriate behavior to show examinees they are welcome and to make the testing

experience less threatening.

• Acknowledge unexpected problems (such as locked doors, extreme room temperatures, or

computer problems), and let examinees know that efforts are being made to correct the situation as quickly and effectively as possible.

• At check-in area, the Supervisor must inform examinees about:

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

• location of rest rooms

• prohibition against eating, drinking, tobacco and alcohol use in the testing room

• smoking regulations in the rest of the building

• advise the examinees that they are not permitted to leave the testing facility during the test or

breaks.

• The Supervisor should do his/her best to answer any examinee questions, but should advise the

examinee that CTAS staff members only proctor the tests and do not have knowledge of test content or specific test procedures.

• The Supervisor should treat all examinees in a fair and courteous manner, regardless of age, gender,

ethnicity, etc.

• • The Supervisor is prohibited from distributing any medication, such as aspirin, cough medicine or

other over-the-counter or prescription drugs.

• If examinees in the presence of a CTAS staff member must take their own medication during

testing period, they must do so outside the testing room unless their specific medication is listed as an

approved device allowed in the testing room.

• Examples of medication that can be taken into the testing room are inhalers and bronchometers; however, the Supervisor must inspect them first.

• Refer examinees who wish to discuss test results to ETS.

• If an examinee is upset, it is critical that any comforting gesture made by the Supervisor be verbal. A

Supervisor must never make physical contact with an examinee. It could be misinterpreted, or it may make examinee feel uncomfortable.

Handling Special Needs Table 2-19. Advance Arrangements for Examinees with Disabilities.

Advance Arrangements for Examinees with Disabilities

• Testing accommodations are available for examinees with disabilities if requested and approved in

advance of test date. ETS adheres to the Americans with Disabilities Act (ADA) in granting testing

accommodations for examinees with disabilities and requires the CTAS to adhere to the ADA and similar laws outside the U.S.




Advance Arrangements for Examinees with Disabilities

• Special testing conditions include administering examinations with extra time, providing a separate

room, allowing a reader, providing handicap access, etc. See “Table 2-20. List of Testing Accommodations Available for iBT.”

• Individuals who are requesting testing accommodations must receive authorization from ETS and

must schedule their appointments through ETS Disabilities Services.

• If an examinee with a disability requests to be tested without prior arrangements having been made,

the Supervisor should not turn the examinee away without first calling ETS to confirm that accommodations have been pre-approved.

• The Supervisor will set the tone for testing sessions for examinees with disabilities. It is important

that all interactions reflect sensitivity to the examinee and his/her particular circumstances. Success of

any testing session is influenced by the approach taken by the Supervisor and the sensitivity brought to each unique set of circumstances.

Testing Accommodations Available for Internet-Based Testing (iBT)

Table 2-20. List of Testing Accommodations Available for iBT.

Accommodation Explanation

The list below shows the accommodations available initially for iBT.

Additional Break Time Enables the examinee to suspend testing time as needed for breaks.

Additional Testing Time Typically, time and a half or double time.

Logistical Provisions Adjustment of the height of the testing station table, monitor, or other

similar accommodation.

Handling Unexpected Special Requests

Table 2-21. Handling Unexpected Special Requests.

Handling Unexpected Special Requests Policy

If an examinee who requires non-standard arrangements telephones the CTAS to schedule an appointment

or reports to the CTAS unexpectedly and requests accommodations that vary significantly from standard

testing conditions (e.g., extra time, a special edition of the examination, someone to read the questions aloud), the Supervisor should take the following actions:

• Ask the examinee which examination s/he plans to take.

• Inform the examinee that all special requests must be pre-authorized by ETS.

• Direct the examinee to the program’s literature that contains specific information about the procedure

the examinee must follow when requesting non-standard testing conditions.

If, however, a request is a relatively minor one that the Supervisor can accommodate easily, the Supervisor

may do so, provided the Supervisor clearly explains to the examinee that the exam will be administered

under standard iBT conditions and that s/he must adhere to all administrative procedures, requirements, and timing regulations. Some types of minor special arrangements are:

• Use of an elevated desk.

• A pillow for examinee’s back (only if provided by the CTAS to ensure no notes are inside).

• A stool to elevate an injured leg.




Handling Unexpected Special Requests Policy

Also, there may be medical aids necessary for the examinee to ambulate (cane, crutches, wheelchair,

walker, prosthetic limb, service animal), see "Table 2-22. Service Animals Information.", communicate

(hearing aid, vocal cord amplifier), or otherwise required for health reasons (insulin pump, inhaler, heart

rate monitor). These examples are not an exhaustive list. There are many types of aids that an examinee may be required to use. An examinee must be admitted if s/he is required to use a medical aid.

The Supervisor must inspect any examinee-supplied physical aid, as best as possible, before allowing the

examinee to enter the testing room. For example, if the examinee brings a pillow, the Supervisor should

check to make sure there are no pockets in the cover that could hold unauthorized aids such as written

materials, calculators, etc. However, it is possible that the Supervisor will not be able to perform a

complete inspection of some medical aids because the device is attached to the individual (hearing aid, pumps, etc.)

If the Supervisor has a question about whether or not to accommodate a non-standard request, he/she

should call the Help Desk.

Service Animals

Table 2-22. Service Animals Information.

Service Animals Information

Under the American Disabilities Act (ADA) or equivalent laws outside the U.S., ETS is obligated to ensure

that a CTAS is accessible to people with disabilities requiring the use of service animals. People with

disabilities are allowed to bring service animals on the business premises in all areas where any customer/client would be allowed.

• The ADA defines a service animal as any guide dog, signal dog, or other animal individually trained

to provide assistance to an individual with a disability.

• The service animal must be allowed to accompany the test taker to all areas of the testing facility

where test takers are normally allowed to go. An individual with a service animal may not be segregated from other test takers.

• Some, but not all, service animals wear special collars and harnesses. Some, but not all, are licensed

and certified and have identification papers. If the Supervisor is not certain that an animal is a service

animal, they may ask the person who has the animal if the service animal is required because of a disability.

Examinee Comments Table 2-23. Examinee Comments.

Examinee Comments

• Examinees should be encouraged to contact ETS if they have concerns, comments, or complaints

about any aspect of the test administration in which they participated, including conditions under which

they took the test.

• Most examinees will have an opportunity to make comments on the computer via an evaluation

survey at the end of the test.

• Examinees wishing to comment further or wanting immediate action on their concerns should send a letter under separate cover to ETS.



CTAS Policies, Procedures and Practices Chapter 3: Procedures and Practices 16

Chapter 3: Procedures and Practices

General Chapter 3 describes specific procedures and test-specific practices that must be

performed before, during, and after administration of Internet-based tests by a

ETS Certified Test Administration Site (CTAS).

TOEFL Format and Delivery Table 3-1. Format and Delivery.

Format and Delivery

• The TOEFL iBT test consists of four sections in the following order:

• Reading

• Listening

• Speaking • Writing

• After completing the four sections, the examinee is offered the option to report or cancel scores.

• In the Writing section, examinees must type their essays on the computer. They are not allowed to

submit handwritten essays.

• There is no tutorial. However, test directions and instructions for using the testing tools are available

by selecting the Help tool at any time. Selecting Help does not stop the testing time.

• At the end of the session, there is a short exit evaluation survey.




How to Confirm Test Site Readiness Table 3-2. Pre-Test Day Test Site Readiness Activities.

Pre-Test Day Test Site Readiness Activities

• Approximately 10 days prior to each test administration, network operations will contact the CTAS

by e-mail to provide or confirm the following information:

• The name of the test to be delivered (i.e., TOEFL iBT)

• Number of examinees currently expected for the administration

• Number of workstations required·

• Physical adjustments required to the facility (e.g., moving partitions, etc)·

• Personnel required and their roles/duties·

• Any third-party personnel needed to monitor the administration

• The equipment and supplies that will be required for the test administration, including:

-- Colored scratch paper

-- Headsets

-- Two digital cameras·

• The e-mail will include a link to an Internet-based application that the CTAS will use to check and

report the status of its readiness. The CTAS will be required to confirm that the necessary materials are available and, if appropriate, enter the number on-hand, including the following:

• Equipment required for test (i.e., the number of headsets on hand)

• Consumables needed for testing (i.e., colored scratch paper)

• Personnel available for the administration (i.e., Supervisor, Proctors) • The number of delivery workstations the Site has available

The readiness application will also be used to perform technical verification of each workstation that the CTAS will use to deliver the test.

• The readiness application will provide access to a file containing the Confidentiality Statement form,

which must be printed in a sufficient quantity to provide each examinee with one copy to fill out during the check-in process.

• The readiness application will provide access to a file containing the TOEFL ID poster, which must be printed and displayed at the check-in desk.

• Network operations will contact the CTAS regarding resolution of any problems detected or reported

during the readiness check.

• A CTAS may perform parts of the readiness check at different intervals. For example, a CTAS that

can perform only parts of the process ten days before an administration may perform the remaining

parts the day before the administration (for example, access to the workstations used to deliver the test may not be available until the day before the administration).

Opening the Test Site Table 3-3. Opening the Test Site Procedures.

Step Opening the Test Site Procedure

At the start of the testing day, before examinees arrive, the Supervisor will perform procedures for opening

the CTAS and preparing the facilities, computers, and other materials. No examinee check-in should be

performed until these preparations are completed.

The Supervisor should perform the following steps:

1 When possible (and as appropriate for the facility), provide signs to direct examinees to the check-

in location.

2 Arrive to open the CTAS approximately two hours before the scheduled appointment time. The

amount of time required for advance preparation will depend upon the number of workstations and the speed of the Internet connection at the CTAS.

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




Step Opening the Test Site Procedure

4 Bring out all necessary materials for the test to be delivered that day.

5 Locate the computer to be used as the administrative station. Log in to an Internet application that

will guide the Supervisor through the process of preparing the administrative station, cache proxy server, testing stations, and physical setups.

6 View a list, presented by the application, of requirements specific to the CTAS (e.g., number of

workstations, physical site requirements).

7 After the Supervisor acknowledges the list of requirements, the application begins downloading additional software required by the delivery workstations.

8 View a list of supplies needed for testing, and address any shortages.

9 Follow the prompts to verify that the camera is functioning properly. If the image is not clear or

the camera fails to operate, the system will instruct the Supervisor to install the second camera.

10 Make any necessary adjustments to the configuration of the testing room (e.g., setting up

partitions, removing maps and charts).

11 At each testing station, run a preparation application that will perform a series of checks to verify that the testing station is capable of delivering the test and that its headset is working properly.

How to Admit Examinees Table 3-4. Admitting TOEFL Examinees Procedures.

Step Procedure

Important: Examinees are instructed to report 30 minutes before the scheduled start time. No test should

be started more than 30 minutes before the scheduled start time or 60 minutes after the scheduled start time.

The Supervisor should complete the activities listed below before permitting an examinee to enter the

testing room:

1 At the administrative station, start the test administration application, which will direct the

Supervisor through the check-in steps listed below.

2 Have the examinee read, copy, and sign an iBT Confidentiality Statement. Collect the completed

form.

3 Check the examinee’s identification. The Supervisor must ask for identification from every

examinee.

a. The examinee must present a valid passport or other acceptable and valid ID containing the

examinee’s name as given when the appointment was made, a recent, recognizable photograph,

and the examinee’s signature, as specified in “Table 3-9. Acceptable Forms of TOEFL ID.”

b. Check to see that the name and signature on the identification match those on the Confidentiality

Statement. Make sure the photo looks like the person presenting it. If the Supervisor is uncertain

that the identification matches the person presenting it, the Supervisor should ask to see a second form of identification.

c. Check to be certain that the name on the identification exactly matches the name on the examinee’s

record on the computer. If the name does not match, see “Table 3-6. TOEFL Examinee Record

Edit Details.”

d. If the identification shows the examinee’s birth date, check that it matches the birth date shown in

the examinee’s computer record. If the birth dates do not match, see “Table 3-6. TOEFL Examinee Record Edit Details.”

4 Photograph the examinee.

• If the camera is not working, connect the spare camera, and resume the check-in process for this examinee. If the camera fails again, report the problem to the Help Desk and file a CPR.

5 The system will randomly assign the examinee to a testing station.




Step Procedure

6 Hand the examinee three sheets of scratch paper and a pencil. Ask the examinee to count the pages

and announce how many there are. Advise the examinee that the scratch paper may be used only

during timed sections of the test. Tell the examinee that s/he is responsible for returning all scratch

paper at the end of the test.

7 Tell the examinee about adjustments that can be made to the testing station equipment such as

repositioning the monitor to accommodate use of bifocals, repositioning keyboard, adjusting chair height, etc.

8 Continue with “Table 3-5. Starting the TOEFL Test Procedures.”

How to Start a Test Table 3-5. Starting the TOEFL Test Procedures.

Step Procedure

Before starting the test, the Supervisor must perform check-in procedures as shown in “Table 3-4.

Admitting TOEFL Examinees Procedures.”

1 A Proctor escorts the examinee to the assigned testing station.

• If the examinee's name, photo, or test name is not correct, do not allow the examinee to press

the Enter key on testing station.

• Once a test has started, the Supervisor will not be allowed to reseat the examinee unless technical problems prevent the examinee from completing the test at that testing station.

2 Before seating the examinee, the Supervisor should review the information on the initial screen and

make sure the photo is present on the screen and matches the examinee about to take the test at that station.

• If all information, including the photo, is correct, the Supervisor should allow the examinee to press

Enter to dismiss the screen and proceed with the test.

How to Correct Names and Birth Dates Table 3-6. TOEFL Examinee Record Edit Details.

Examinee Record Edit Information

• Name and birth date are the only items of demographic information that you may correct.

• Name Corrections: Supervisors should submit name corrections when necessary to ensure that the

examinee’s name matches the name on the examinee’s photo ID. An examinee who schedules an

appointment and subsequently has a legal name change (for example, due to marriage or divorce), still

must take the test under the name shown on his or her primary ID document. Supervisors should not

accept marriage certificates or divorce decrees to add, delete, change, or hyphenate a name.

• Birth Date Corrections: If necessary, submit a birth date correction to match the birth date on the

identification.

• Address Corrections: Inform examinees that they are responsible for making their own address corrections either online or by calling the registration center.

• Not Permitted: Testing appointments are not transferable from one individual to another. Therefore,

completely changing a name to enable an examinee to use another examinee’s appointment is not permitted.




Procedures for Correcting Names and Birth Dates

Table 3-7. Correcting Name and Birth Date Procedures.

Procedures for Correcting Names and Birth Dates

• File a CPR and include the following information:

• the name and/or birth date that appeared on the check-in screen and the correct name and/or birth

date as shown on the examinee’s ID document(s)

• the type of ID document(s) that the examinee presented

TOEFL Identification Regulations Table 3-8. Guidelines for Checking Identification.

Guidelines for Checking Identification

One of a Supervisor’s most important responsibilities is to protect the integrity of the tests.

• Supervisors have the authority and the responsibility to prevent unauthorized admittance to the testing

room.

• The Supervisor is the only person who handles the physical ID documents. The Supervisor must

determine if the ID is matches the individual presenting it and has not been altered or falsified.

• The signature on the Confidentiality Statement must match the signature on the examinee’s

identification. It is acceptable to view multiple IDs in performing the signature match.

• The examinee must take the test under the exact name shown on his or her primary ID document.

During check-in, the Supervisor must correct the examinee’s name in the testing system if necessary to make it match the name shown on the primary ID.

• Supervisors must document any unusual occurrences in a CPR.




Acceptable Forms of TOEFL ID

Important: For the latest ID requirements, refer to the Client Practice document for the specific testing program.

The Client Practices are available on the STN channel communication website at www.prometric.com/stn. The

website is for Test Center Administrators only.

Table 3-9. Acceptable Forms of TOEFL ID.

Test Location or Examinee Status

Primary ID (Must Present One of the IDs from this Column)

Supplemental ID (If Required; Not a Substitute for Primary ID)

Testing Within

Country of Citizenship

• Passport

• Driver’s license

Also acceptable: New York Learner Permit–

Verify that it is current (not expired) and

meets the requirements for correct name,

signature, and photo. The NY Learner Permit

is issued by the New York State Department

of Motor Vehicles and is an official permanent document, valid for 3-5 years.

• National ID

• Military ID

If the examinee’s primary ID document is missing

either the examinee’s photo or signature*, the

examinee must present one of the following

supplemental identification documents in addition

to the primary ID. The supplemental ID must

contain the examinee’s photo and signature. The

examinee may choose to sign the primary ID (with a

permanent ink pen or marker) in order to meet the

requirements.

Supplemental Identification Documents: • a government-issued identification document that

has not expired (including but not limited to

passport, driver’s license, state ID card, national ID,

or military ID)

• student ID

• confirmation of identity letter from the

educational institution that the examinee attended

(see “Table 3-11. Letter of Identity from a College or University for TOEFL Tests.”)

Testing Outside

Country of Citizenship

• Passport

If an examinee does not have a passport, see

“Table 3-10 Alternate Acceptable Forms of

TOEFL ID.” for a description of alternative

documents that are acceptable for admission.

If the passport is not written in English language

letters, the examinee must present a second

document from the supplemental identification list

below. The second document must also contain a recent, recognizable photo and must be in English.

If the passport does not contain the examinee’s

signature*, the examinee must either sign the

passport or present a second document from the

supplemental identification list below that does contain a signature.

Supplemental Identification Documents: • a government-issued identification document that

has not expired (including but not limited to

passport, driver’s license, state ID card, national ID,

or military ID)

• student ID

• confirmation of identity letter from the

educational institution that the examinee attended

(“Table 3-11. Letter of Identity from a College or University for TOEFL Tests.”).

http://www.prometric.com/stn




Test Location or Examinee Status

Primary ID (Must Present One of the IDs from this Column)

Supplemental ID (If Required; Not a Substitute for Primary ID)

Examinee Status:

• Refugee

• On active military

service outside his/her

own country and does

not have a passport

• Unable to meet the

specified ID

requirements for any reason

Must contact ETS Office of Testing Integrity

(OTI) for arrangements before scheduling an

appointment (telephone no. 609-406-5430 in the U.S.).

N/A

*If the passport or primary identification document does not contain the examinee’s signature, but is otherwise a valid

passport/identification document, the examinee has the option either to sign the passport/identification document in permanent

ink during check-in or to present additional identification bearing his/her signature. If the examinee chooses to sign the

passport/identification document at check-in, s/he must use a pen or marker with permanent, non-erasable ink; in that case, there

is no need for him/her to present an additional identification document. On passports on which the traditional signature page (inside left cover) is covered with a laminate, examinees can sign the facing page (the first right-hand page inside the passport).

Alternate Acceptable Forms of TOEFL ID

Table 3-10 Alternate Acceptable Forms of TOEFL ID.

Country/Military Personnel Alternate Acceptable Forms of TOEFL ID

Examinees do not need advance approval from the ETS Office of Testing Integrity to use the specific alternative documents

listed in this table.

In the U.S. only, a non-citizen who

cannot present a passport can be admitted with:

One of the following alternative ID documents.

• Permanent Resident Card/Resident Alien Card (Form I-551 or I-151)

• Temporary Resident Card (Form I-688)

• Employment Authorization Card (Form I-688A, I-688B, or I-766)

• Mexican Border Crosser card–This form of ID may be accepted only at Test Sites that

are within 25 miles of the Mexican border • Refugee Travel Document from US Homeland Security

To be acceptable, the alternative document must be accompanied by a second ID

from the supplemental ID list (see “Table 3-9. Acceptable Forms of TOEFL ID.”) that

also contains the examinee’s photo.

In Canada only, a non-citizen who

does not have a passport can be admitted with:

One of the following alternative ID documents.

• Record of Landing/Permanent Resident Card (IMM1000)

• Notice of Decision (for a Convention Refugee) • IMM1442

To be acceptable, the alternative document must be accompanied by a second ID,

such as a driver’s license, student ID card, letter of identity from an attending school or sponsoring agency, or Canadian health card, that contains the examinee’s photo.

In Japan only: Non-citizens can present a Japan Re-entry Permit that contains both the examinee’s

photograph and signature instead of a passport.

An Alien Registration card will be accepted only with an additional ID document from

the list of supplemental ID documents (see “Table 3-9. Acceptable Forms of TOEFL ID.”)

In Hong Kong only: Non-citizens can present a Hong Kong-Macau Two-Way Permit instead of a passport.

In India only: Refugees can present an Indian Identity Certificate.




Country/Military Personnel Alternate Acceptable Forms of TOEFL ID

US Military personnel testing

outside of the United States:

Are permitted to present their US Military ID Card for admission. They are not required

to present a passport nor any additional form of ID. If a military ID card does not

contain a signature, a supplemental ID (see “Table 3-9. Acceptable Forms of TOEFL

ID.”) is required.

Note: Active military personnel from other countries who cannot present a passport

and wish to test outside their country of citizenship should contact the ETS Office of Testing Integrity.

Letter of Identity from a College or University for TOEFL Tests

Table 3-11. Letter of Identity from a College or University for TOEFL Tests.

Letter of Identity from a College or University

A letter of identity from a college/university or institute of higher education which the examinee is

attending or has attended is permitted only as a supplemental form of identification. It must be an original letter, not a photocopy of a letter, and must contain all of the following:

• official letterhead of the college/university

• examinee’s name

• examinee’s date of birth

• name of the college/university

• date the letter was issued. A letter of identity is valid for only one year after the date issued.

• examinee’s photograph glued (not stapled) to the letter

• seal of the college/university overlapping the examinee’s photograph

• signature and title of the official who issued the letter, overlapping the examinee’s photograph

• examinee’s signature

Unacceptable Forms of Identification for TOEFL Tests

Table 3 -12. Unacceptable Forms of Identification for TOEFL Tests.

Unacceptable Forms of Identification

Unacceptable forms of identification include, but are not limited to:

• any expired ID

• draft classification card

• credit card of any kind

• social security card

• learner’s permit or any temporary identification document (e.g., driver’s license)

Exception: New York Learner Permit is acceptable–Verify that it is current (not expired) and meets the requirements for correct name, signature, and photo.

• international driver’s license

• international student ID

• notary-prepared letter or document

• employee identification card




Guidelines for Photographing Examinees Table 3-13. Preparing the Area and Examinee for Photographing Procedures.

Step Procedure

It is imperative that the Supervisor capture the best image possible of each examinee because the photos

will be printed on the examinee’s score report.

Environmental settings control lighting and contrast in photos. Images turn out too dark if there is

excessive back light.

• To avoid dark images, examinees should not be positioned in front of a window, even if it has blinds. • All available lights in the room should be turned on.

1 Pose the examinee.

a. The examinee’s nose should point toward the camera and be centered over the breastbone. This

aligns the camera and the examinee's head and shoulders to produce the square frontal pose

commonly known as a “mug shot.” The majority of the frame should be filled by the examinee’s

head and shoulders.

• Frame the examinee so that his/her face nearly fills the photo, similar to a photo on a driver's

license.

• Examinee's head should be centered in the picture frame.

• If the image is framed so that the examinee's head takes up only a small portion of the field,

the examinee may not be identifiable.

• Many unsuitable images show the entire upper body of an examinee, which makes the face too

small for identification.

b. Examinees can be photographed either standing or sitting.

c. Position camera lens (approximately) level with examinee’s nose when examinee is looking

straight ahead. The camera should be set at same height as examinee's head; do not tilt the camera

at an angle.

d. Look at the monitor and center the examinee both horizontally and vertically by moving the

examinee or the camera.

2 When the examinee is posed and the camera positioned, have the examinee look straight into the

lens. It is not necessary for the examinee to smile. A business-like expression is desired.

Photographing Examinees Procedures

Table 3-14. Photographing Examinees Procedures.

Step Procedure

The system will prompt the Supervisor to take the examinee’s photo during the check-in process.

1 Position the examinee.

2 Choose Take Picture.

3 To retake the photo, choose Try Again.

4 Choose Save to complete process.

5 A message displays confirming the successful photo.

Special Problems in Taking Examinee Photos

Table 3-15. Special Problems in Taking Examinee Photos Information.

Problem Action

Blinking Repeat the image taking process until desired image is captured.




Problem Action

Glasses • Glasses may cause a glare to appear in the picture. Accordingly, an examinee’s image

should be captured without glasses. However, glasses can remain on as long as the glass is

clear and there is no glare appearing in the photo.

• If the examinee is uncomfortable without glasses, tilt his/her head down until the

reflection of ceiling lights is no longer visible in the lens of the glasses. Then have the

examinee raise his/her eyes (not the head) to look into the camera.

• Note that under certain lighting conditions, no amount of head tilting will completely

eliminate reflections of overhead lights. Either accept some glare or have the examinee remove his/her glasses.

Head

Coverings

Hats and other headwear should be removed. If the examinee’s head covering is routinely

worn for religious or cultural reasons, photograph as follows:

• Scarves and brimless hats should be drawn back to expose as much of forehead as

permitted.

• For brimmed hats, lower camera height below examinee’s head and have examinee tilt head up slightly. This avoids a shadow from brim across the examinee's face.

Jewelry • In general, no jewelry is best. Like glasses, highly reflective jewelry will cause glaring

and should be removed.

• Necklaces can be tucked inside the shirt or position the examinee so that the necklace is

not in the photo.

• Unusually large earrings that may obscure the examinee's face should be removed, even if they are not reflective.

How to Monitor the Testing Room Table 3-16. Monitoring the Testing Room Information.

Monitoring the Testing Room

• At least one Supervisor or Proctor must be in the testing room at all times while testing is in progress.

• The Supervisor or Proctor must physically walk through testing room at frequent intervals.

Handling Questions and Problems

Table 3-17. Handling Questions and Problems.

Handling Questions and Problems

• The Supervisor will assist examinees who have questions or problems during the test. Remind those

who have questions that they may be able to obtain computer-delivered assistance by selecting the

Help testing tool on the screen. The Supervisor will do their best to answer questions about testing

procedures and directions for using the computer. However, the Supervisor will not answer questions

about specific content of the test or answers to any test questions. Keep conversation in the testing room to an absolute minimum.

• Prevent or resolve, in a fair and constructive manner, any incidents of improper examinee conduct. Be

sure to explain any irregularities or unusual situations on a CPR.




TOEFL Rest Breaks

Table 3-18. TOEFL Rest Breaks.

Rest Break Information

• There are two types of examinee rest breaks: scheduled and unscheduled.

• A scheduled break is one presented to the examinee as part of the Internet-Based test. The specific

testing program determines the requirements for the length of a scheduled break, its position within

the test, whether it is optional or required, and whether test timing is on hold for the duration of the break. The scheduled break is pre-determined and not subject to change by CTAS staff.

• For unscheduled breaks:

• Examinees may leave the testing room briefly during actual testing time to go to the rest room

or take medication.

• Remind the examinee that they will not be allowed extra testing time for such an absence.

• During unscheduled breaks, the time on the test continues to run.

• The Supervisor must submit a CPR for two or more unscheduled breaks, documenting whether

the examinee left the test room and the amount of time for each unscheduled break. In addition, the

Supervisor must submit details of any unusual or questionable behavior.

• The Supervisor must submit a CPR if the examinee insists on an unscheduled break during the

listening section.

• Important: Do not permit TOEFL examinees to take unscheduled breaks when a listening item

is playing or when a test instructions screen is displayed.

• There is a mandatory 10-minute scheduled break after the second section (Listening).

Examinees who do not leave the testing room during the 10-minute break will need to raise a hand to call for the Supervisor to release the screen to continue the test.

• Examinees are not permitted to leave the CTAS vicinity during the test session or during breaks.

Certain CTAS situations may require limited exceptions to this rule. For example, if metered

parking is used at the CTAS, the Supervisor may permit examinees to leave briefly during a break to

pay the parking meter; provided, however, that the examinee is not permitted to use a cell phone.

Similarly, if rest rooms are not available in the CTAS, the Supervisor may permit examinees to leave to use nearby rest rooms.

• Examinees are not permitted to use phones, study materials, or other prohibited items during breaks.

• If an examinee takes two or more unscheduled breaks, the Supervisor must file a CPR to report the

number of breaks taken and the reason, if known.

Use the following procedure during examinee breaks:

1 Ask if the examinee is on the scheduled (10-minute) break or an unscheduled break.

a. For an unscheduled break, go into the testing room and lock the testing station by pressing the

administrator’s key sequence, entering the password, and selecting unscheduled break from the

options. When the examinee returns from the unscheduled break, use the key sequence and password again and select the option to end the break.

b. For the scheduled (10-minute) break, the screen is automatically locked.

2 When the examinee returns from the break, the Supervisor must check the examinee’s ID to ensure

that it matches the photo on the computer work station. At the examinee’s testing station, press the

administrator’s key sequence, enter the password, and select the option to end the break. Then allow

the examinee to be seated to resume the test.

How to End the Test and Dismiss Examinees Table 3-19. Ending the TOEFL Test Information.

Ending the Test




Ending the Test

• As each examinee completes the TOEFL iBT test, the Supervisor or Proctors will collect and

inventory the scratch paper.

• The Supervisor or Proctors will check the testing station to ensure that the test has been completed.

The administrative station will display Completed as the examinee’s status.

• The Supervisor or Proctors will remind the examinee to retrieve any personal belongings that may

have been stored under the computer desk.

How to Perform Clean-up and Close the Test Site Table 3-20. Closing Your CTAS.

Procedure

• After all examinees have been dismissed at end of the testing day, the Supervisor will perform the

Clean-up function at the administrative station. The Supervisor will be prompted to perform the necessary activities.

• The Clean-up function may be performed even if not all examinees completed their tests. Such

incomplete tests include examinees who did not show up, were turned away, or abandoned their tests. The Supervisor will have to indicate the completion or no-show status for each case.

• Clean-up will remove temporary files, restore workstation configurations and transfer required data.

• The Supervisor will gather signed Confidentiality Statements for shipment to ETS. These Statements

must be stored securely in a locked cabinet/file drawer if they are not being sent to ETS immediately.

• The Supervisor will ensure that headsets and digital cameras are returned to the appropriate storage

area.

• The Supervisor will check the testing room for abandoned personal items.

TOEFL Document Handling

Table 3-21. TOEFL Document Handling.

Document Action How When

Supervisor’s Report Form Send to ETS Mail In every package sent to

ETS (to identify your Site

and the material in the shipment)

Completed Confidentiality

Statements

Send to ETS Mail At the end of the month

Used Scratch Paper (not

associated with a CPR)

Destroy By shredding or tearing into

very small pieces

Immediately after the test

Used Scratch Paper

Associated with a CPR

Send to ETS (if

instructed to do

so)

Mail The CTAS must hold onto

the scratch paper at the site,

unless otherwise instructed

by ETS’s OTI.

Center Problem Reports Table 3-22. Importance of CPRs.

Importance of CPRs




Importance of CPRs

• CPRs are a critical source of information. They inform ETS about possible security violations,

misconduct, and other incidents.

• CPRs are admissible evidence in a court of law.

• Some irregularities may not involve an examinee, but should still be reported in a CPR.

• CPRs must be filed even if the problem has been resolved and the Help Desk has been contacted

about it.

• Always create a CPR when the Help Desk is called about a test- or examinee-related incident. • Always include the ticket number in the CPR when the Help Desk is called.

• Facts that seem of little consequence at the time may later assume considerable significance when

ETS must decide whether further action is required.

• ETS reviews all CPRs submitted and will take appropriate action. It is important to write CPRs in

clear, objective, professional verbiage that resolves all questions.

• ETS relies on the Supervisor to be responsible for all aspects of test administration. The Supervisor

must handle any emergency or exceptional situations at the CTAS.

• ETS will support a Supervisor’s actions if they are consistent with established ETS policies and

procedures. A Supervisor’s actions must be reasonable, sound and designed to assure test validity, a satisfactory testing environment, and test security.

• The Supervisor should report incidents as soon as practical after they occur. The Supervisor should

ask a Proctor to monitor the testing room while they (the Supervisor ) handle CTAS situations and complete CPRs, if needed.

Reporting Irregularities

Table 3-23. Reporting Irregularities.


When creating a CPR, remember that each report should tell a complete story of the incident. CPRs must be

complete, professional, and resolve questions. Document all actions taken so that others reading the report can determine exactly what took place. The basic steps in creating a CPR are to:

• Select the type of irregularity.

• Select the examinee(s) involved.

• Describe what happened in detail.

• What took place: Describe the situation and problem as completely as possible (e.g., examinee

pressed enter key, the screen went blank).

Note: Do not state or describe the content of any test item when completing a CPR. This will result in

a compromise of security of the test question. Also, do not include passwords in CPRs.

• When it happened: If possible, give exact time of day and time showing on computer screen if it

is relevant to the irregularity.

• Where it happened: Check-in area, hallway, testing room, etc.

• Error messages: Include the message exactly as it appeared on the screen.

• Relevant personnel: Include the names and telephone numbers of all personnel who might

provide relevant information regarding who witnessed the incident. (This would apply to misconduct

cases, injury to examinee, or other any unusual incident at the Site.)

• Describe the resolution:

• The amount of time it took to resolve the problem.

• Details of all actions taken and by whom (e.g., Supervisor called the Help Desk)

• Include any Help Desk ticket number issued.





• For security breaches or examinee misconduct, follow the listed format:

Problem area of screen:

• Site #

• City/State of Test Site

• Supervisor name

• Examinee name

• Test name

• Workstation #

• Time of incident

• Names of other examinees involved, if any

• Names of Test Site employees who witnessed the incident

• Itemize any unauthorized materials involved in the incident - include the manufacturer and

model #

• Indicate if the CTAS is still in possession of these materials

• Describe how the materials were being used

• Describe all activities that were observed

• Describe the actions taken to resolve the situation

• State if it is believed that there was a breach in the security of the test questions or the results for

the examinee

Methods of Reporting Irregularities

Table 3-24. Methods of Reporting Irregularities Information.

Procedure

• Telephone Call—If an irregularity occurs at the CTAS that may compromise the testing environment

or validity of a test, the Supervisor must call the Help Desk immediately after the irregularity occurs

or is discovered.

• CPR—It is important that the Supervisor complete a CPR for all irregular events to provide ETS with

a record of every incident. The CPR may be completed at any time during the testing day, but they

must be reported on the day that they occur. The Supervisor must file a CPR, including the Help Desk ticket number, for every call to the Help Desk about an examinee.

• EHelp—eHelp can be used to submit issues that are not time- sensitive and not related to test delivery or examinee issues.

How to Create a CPR Table 3-25. CPR Procedures.

Step Procedure

1 Choose File CPR from the administrative station menu.

2 Choose the irregularity type from the drop down list.

3 Choose Add and select any and all examinees that were involved in or affected by the incident.

4 In the top box of the Center Problem Report, describe in detail the circumstances surrounding

the incident being reported.

5 In the box at the bottom of the Center Problem Report, describe in detail the actions taken to

resolve the reported incident.

6 Click Submit to transmit the report to ETS.




Irregularity Types

Table 3-26. Irregularity Types.

Problem Description

Theft or Vandalism Unauthorized entry to the CTAS; theft of any CTAS items; or any acts

of vandalism that effect the CTAS.

Examinee Misconduct Examinee tries to use unauthorized testing aids or behaves in a manner

disruptive to other examinees.

Complaints About Test Question Examinee claims there is no correct answer or that there is more than

one correct answer to a test question.

Equipment Failure Keyboard is locked; monitor goes dark; testing is interrupted by failure

of equipment to operate properly; testing station failure.

Software Problems Test will not launch; examinee has difficulty moving from question to

question; warning messages appear on screen.

Power Outage Power goes out in the Site; examinee accidentally unplugs the testing

station.

Unacceptable ID Examinee does not have picture ID or does not have second ID if first

one is questionable; examinee has no ID; examinee cannot test because of failure to show the required ID.

Camera Failure Image is not clear; camera fails to operate.

Administrative Error Any action taken by the Supervisor or Proctors that is contrary to

published Policies, Practices and Procedures (e.g., Supervisor only

allows scratch paper during writing section; Supervisor fails to have

examinee read, copy and sign an iBT Confidentiality Statement.)

Late from Break Examinee takes longer than 10 minutes for scheduled 10 minute break;

examinee takes two or more unscheduled breaks; examinee’s behavior

is unusual or questionable when departing for, during, or after unscheduled break.

Examinee Leaves Before

Finishing Test

Examinee never returns from break, becomes ill, etc.

Examinee Error Examinee cannot work keyboard, accidentally exits from test, turns off

the computer during testing, etc.

Late Arrival and Unable to Test Examinee arrives 31 to 60 minutes late; Examinee arrives more than 60 minutes late.

Environmental Problem Testing room is too cold, noisy, dark, etc.

Other Media calls CTAS; visitor requests access to CTAS (whether granted

or denied); CTAS cannot operate because of natural disaster; (For

irregularities not covered by any other category.)

Candidate with Special Needs Administered a testing session to an examinee who requested testing

accommodations; made minor accommodations for examinee with

disabilities; examinee registered for testing accommodations did not show up to take the test.

Examinee Demographic

Information Change

Filing a CPR is required for corrections to make the name and/or birth

date in examinee’s testing record match the information on their ID document.

Reset Candidate Examinee was reset from "check in" status to "not checked in." Explain the reason for resetting the status.

Testing Station Reassignment Testing station was changed after start of test.




How to Act on Irregularities Table 3-27. Acting on Irregularities Information.

Procedure

For any of the following actions, the examinee should be dismissed from the CTAS and a detailed CPR

written. The Supervisor does not need to call the Help Desk before dismissing the examinee.

• Remove the examinee and complete a CPR if examinee attempts to:

• remove scratch paper or test questions from the room.

• use prohibited aids.

• impersonate a scheduled examinee.

• tamper with the testing equipment.

• give or receive assistance from another examinee.

• cheat in any way. • create a disturbance after a warning.

Important: If an examinee threatens CTAS Staff with bodily harm, call the local police and/or

building security.

• Complete a CPR for all actions taken regarding any irregularity such as:

• emergency closing of the Site.

• equipment or test material theft or vandalism.

• any event that prevents an examinee from completing a test that has been started.

• any event that significantly disturbs the testing environment.

• any event that interrupts testing, although testing is successfully resumed (e.g., power outage,

environmental problems).

• late return from break by 10 minutes or taking repeated unscheduled breaks.

• examinee leaving testing room without permission, or due to illness.

• examinee creating a disturbance of any kind. • examinee complaining about any aspect of the testing process.

Handling Specific Irregularities

Examinee Behavior and Misconduct

Table 3-28. Examinee Behavior and Misconduct Irregularities.

Problem What to Do

Disruptive Behavior and

Misconduct

Because the Supervisor must maintain order as well as security at the Site, they

have authority to dismiss an examinee for disruptive behavior or other

misconduct. If an examinee’s behavior during testing disturbs others, and the

Supervisor believes the disruption may prevent others from doing their best

work, the Supervisor will do the following:

• Warn examinee that s/he will be dismissed if the disruptive behavior persists. The Supervisor should not engage in a confrontation.

• If the examinee continues to be disruptive, the Supervisor may dismiss the

individual from the testing room after receiving authorization from the Help

Desk.

• Dismissal is also warranted if, after receiving a warning from test

administration staff, an examinee continues to engage in any other type of

misconduct (see Misconduct in Chapter 2).

• In certain cases the Supervisor may be reluctant to dismiss an examinee for

fear of embarrassment, disturbance to other examinees, or physical reprisal. The

Supervisor should dismiss examinees when warranted, but they should use their best judgment in handling each situation.

• In dismissing an examinee, the Supervisor must advise the person that failure

to adhere to testing regulations after receiving a warning made the dismissal




Problem What to Do

action necessary and that the dismissal will be reported to ETS.

• If, in the judgment of the Supervisor, attempting to remove an examinee

would create a disturbance to other examinees or result in a potentially

threatening situation, the examinee should be permitted to complete testing.

• If the individual causes a serious disturbance and will not leave the CTAS, the

Supervisor should call the police or other local authorities. The Supervisor

should be sure to retain any materials related to the events as ETS may request them.

Using a Prohibited Item in the Testing Room

If the Supervisor observes that an examinee inside the testing room is using a

telephone, personal digital assistant, or other prohibited item(s), the Supervisor

should take the following actions:

1. Record the time of the initial observation. If possible, have another CTAS Staff Member witness the misconduct.

2. Call the Help Desk for authorization to dismiss the examinee.

3. Dismiss the individual after receiving authorization. Inform the examinee

that violation of testing regulations has made dismissal necessary and that the incident will be reported to ETS.

4. Terminate the test by using the administrator's key sequence and password.

5. File a CPR.

Note: The Supervisor should take the above actions when the violation is first observed; they should not give a warning or wait for a second violation to occur.

Using a Prohibited Item

Outside of the Testing Room During a Break

1. Warn the examinee that the activity is not permitted and it will be reported to

ETS.

2. If the examinee violates the regulation again after the warning, warn them again.

3. File a CPR.

Late Arrival • An examinee is not a late arrival until after the scheduled appointment time

shown in the scheduler. Examinees are encouraged to arrive 30 minutes before

their appointment time but are not considered late if they are unable to do so.

• Example: If an examinee’s appointment is scheduled for 9:00 a.m., s/he

should arrive at 8:30 (30 minutes early) for check-in, but is not considered “late”

until after 9:00. The TCA should admit the examinee as usual up to 30 minutes late (until 9:30, in this example).

• If an examinee arrives 31-60 minutes late (9:31 - 10:00 in the above example),

the TCA has the authority to deny admission and mark the examinee as a No-

Show depending on the Test Center's schedule. If you cannot admit an

examinee, the examinee will be considered a No-Show and will need to

reregister and repay all fees. Inform the examinee that you cannot admit him/her due to late arrival.

• A TOEFL iBT examinee who arrives more than 60 minutes late (after 10:00, in the above example), must be turned away and processed as a No-Show.

Irregular Rest Break Late Return: • Timing of scheduled breaks is controlled by testing system.

• Unscheduled breaks should not last longer than 10 minutes.

• The Supervisor must report all late returns (10 minutes late or more) from

scheduled and unscheduled breaks on a CPR.

• If an examinee returns from a break more than 10 minutes late, the Supervisor

should admit him or her. • Report the situation on a CPR and note the reason for the examinee’s lateness.

Numerous: • Examinees should not need to take an excessive number of unscheduled

breaks.

• An excessive number of breaks, such as one every few minutes or half hour,

depending on length of test, may indicate cheating.

• If a TOEFL iBT examinee takes two or more unscheduled breaks, the




Problem What to Do

Supervisor must file a CPR indicating how many breaks were taken during the

test and how often breaks were taken and the reason, if known.

Unscheduled Departure

from the Test Site

If an examinee leaves the Test Site before completing the testing process:

• Collect examinee’s scratch paper.

• Terminate the test by pressing the administrator’s key sequence, entering the

password, and choosing the option to end the test. Do not allow testing time to

continue. . • Record situation on the CPR.

Medical Emergency or

Illness

If an examinee becomes ill and must leave room temporarily, handle the

situation the same as for an unscheduled break. Note the time examinee left and

returned on the CPR.

If an examinee must withdraw permanently from testing because of illness,

follow instructions described in “Unscheduled Departure from the Test Site”. File a CPR.

In case of serious illness or medical emergency:

• Call a local emergency medical number.

• Render whatever aid possible and make the examinee comfortable until help

arrives.

• If other examinees are disturbed by examinee’s illness and have lost testing time, file a CPR indicating all examinees affected.

Technical Problems

Table 3-29. Technical Problems.

Problem What to Do

Possible Test Question

Ambiguities or Errors

• Report any questions raised by examinees regarding possible

typographical errors, ambiguities in test questions, multiple correct responses, etc. on a CPR.

• When completing the CPR, indicate only the test section number and

name and the item number. Do not copy the exact text of any test question.

This is important in maintaining test security.

Hardware Failure at an

Individual Testing Station

Check the schedule. If another testing station is available, reassign and

move the examinee to an available testing station.

Contact the Help Desk and file a CPR.

Software Problems If there appears to be a problem with the software, call the Help Desk

immediately for direction. Ask examinees to wait up to 30 minutes for the

problem to be corrected. If the problem cannot be corrected in 30 minutes,

examinees have the option of a makeup test. The maximum allowed time

that an examinee can be asked to wait before rescheduling the test is 90

minutes.




Facility Problems

Table 3-30. Examinee Behavior and Misconduct Irregularities.

Problem What to Do

Noise Problems • The testing atmosphere should be quiet at all times. However, a

disruption may occur inside the testing room, or there may be noise from

outside the Test Site that affects examinees. Any disruption during testing should be reported in a CPR, including the names of all examinees testing.

• Try to end the noise or disruption if possible, and report actions taken in

the CPR.

Power Outages When a power outage occurs at the CTAS and power is immediately

restored, the Supervisor will have to restart each examinee’s test using

Restart. If the power is not immediately restored, power off each testing station and other equipment until the power is again available.

1. Ask examinees to wait at least 30 minutes for the power to be restored.

After that time, examinees may either:

• Wait in the Site to resume the test. • Choose to be rescheduled to a makeup test.

2. File a CPR when the power is restored detailing examinees affected

and actions taken.

3. Examinees must remain in the test room and will have no access to cell phones or other prohibited devices.

Emergencies Emergencies include storms, floods, fires, fire drills, or other unusual

activities that disrupt test administration and are beyond the control of

CTAS Staff. In an emergency the primary concern should be the safety of

everyone present.

• If necessary, evacuate everyone immediately.

• If there is sufficient time, power off the examinees' testing stations. • Lock the testing room door after everyone has exited.

If the computers were powered off: And it is possible to return to testing

room in a reasonable amount of time (as in the case of a fire drill), follow

procedures to restart each computer and allow examinees to continue

testing.

If the computers were NOT powered off: And it is not possible to return

to testing room in a reasonable amount of time, the testing session must be

terminated because the computer will have continued to count down during

the time examinees were away. If at all possible, contact the Help Desk for

advice before dismissing the examinees.

Test Site Closings If, due to weather or other emergencies, the CTAS will not be open to test,

the Supervisor must notify the Help Desk that scheduled testing can not be conducted.

If the CTAS is located in an area subject to severe weather that frequently

disrupts daily schedules, an arrangement should be made with local radio

and/or television stations to announce the closing of the CTAS. The CTAS

should consider identifying a large local business or government agency as

the standard for closing. For example, if local government offices close due

to severe weather then examinees should know that the CTAS will also be closed.

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