Chapter 10 - Signing Out

Candidates
This chapter describes the procedures for ending exams and signing out candidates
from the testing room.

This chapter contains the following sections:

Ending an exam

Closing Delivery Manager

Candidate sign-out overview

Completing the log sheet

Distributing score reports

Lost and found items

Handling comments and complaints

Candidate sign-out overview

When a candidate completes an exam, test administrators must end the exam properly,
sign the candidate out of the testing room, and prepare the delivery workstation for the
next candidate.

The Candidate Sign-out Checklist contains all sign-out procedures. Some of the
procedures are explained further in the remainder of this chapter when more detail is
necessary. The VSS website contains a copy of the Sign-out Checklist that you can
download and print to keep at the front desk for easy reference.

Ending an exam
Most exams will end in the way described in this section. However, exam sponsor
policies can impact how some exams end. When candidates complete an exam, they
should raise their hands to alert the test administrator.

Copyright © 2018 Pearson Education, Inc. or its affiliate(s). All rights reserved. pvuecopyright@pearson.com
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Ending an exam in Delivery Manager

If the candidate ends the exam by clicking End Exam, the Delivery Manager Login
window appears on the candidate's screen. If the Login window does not appear,
confirm that the candidate is finished, and ask the candidate to click End Exam to end
the exam properly.

Ending an exam in Administrator

If the candidate ends the exam by clicking OK, the Delivery Manager Login window
appears on the candidate's screen. If the Login window does not appear, confirm that
the candidate is finished and ask the candidate to click OK to end the exam properly.
For more information about Administrator, see appendix B.

Note the following information about ending exams:

● If you manually stopped the exam for some reason using the Administrator Override
options, the Appointment Selection window appears. For more information, see
Stopping an exam.

● Some exams allow candidates to review their answers at the end of the exam. The
review time is included in the exam time. It is possible that a candidate's exam may
end while he or she is reviewing the answers.

Ending exams for candidates who leave early

Candidates sometimes choose to leave the test center before the exam is finished. For
example, a candidate may be ill. If a candidate leaves before completing an exam, the
exam must be ended properly so that the exam can be scored.

Use this process only when a candidate decides to leave early for reasons
such as illness or not wanting to complete the exam.
Unless VSS instructs you to do so, do not use this process to abandon an
exam if a candidate leaves early due to technical issues or other problems
with exam delivery that are out of the candidate's control.

Follow these steps to end exams for candidates who leave early:

1. Before you allow the candidate to leave, make sure that the candidate
understands and verbally agrees that the exam will be ended and that the
candidate cannot return later to continue the exam.

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 2. On the delivery workstation, press Ctrl+Shift+F12 to open the Administrator
Overrides window, and take the appropriate action to end the exam:

● If the Abandon Exam option is available: Select Abandon Exam to end the
exam.

● If the Abandon Exam option is not available: Put the exam in unscheduled
break mode (or turn off the monitor for exams in Administrator), and allow the
exam to time out. When the time runs out, manually end the exam.

If the exam has multiple modules, start each remaining module, and allow its
time to run out before ending the exam. If the exam has a mandatory survey,
select random answers until you reach the end. It is not necessary to contact
VSS when the exam ends.

3. Create a case, selecting these options:

Exam delivery

Candidate ends exam early - no result

Closing Delivery Manager

If your test center uses the refreshed Delivery Manager application, do not
use these instructions. Instead, use the updated instructions in Appendix E,
Using the Refreshed Delivery Manager Application.

After an exam has been delivered, close Delivery Manager on the candidate's
workstation. For security reasons, you must close this window whenever an
exam is not in progress on a delivery workstation. Because a username and
password must be entered in order to exit Delivery Manager, candidates
cannot close Delivery Manager.

PVTC Selects that are set up with Cloud Technology can also refer to Closing
the virtual environment at PVTC Selects in appendix D for more information.

Follow these steps to close Delivery Manager:

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 1. If the Appointment Selection window appears, click Close. If you see the
Delivery Manager – Login window instead, continue to step 2.

The Appointment Selection window opens if you manually stopped the exam
using the Administrator Override options. (See Stopping an exam.)

2. In the Delivery Manager – Login window, type your username and password, and
click Exit.

Delivery Manager closes, and the Windows desktop appears on the screen.

The same test administrator does not need to both open and close
Delivery Manager. For example, if another test administrator opened
Delivery Manager with his or her username and password, you can close
the application using your username and password.
If a workstation was not used during the day, the Esc key can also close
Delivery Manager.

Completing the log sheet

As part of the sign-out process, make sure that the candidate's entry on the log sheet is
complete. This includes collecting all exam materials that were provided to the
candidate, such as an erasable noteboard and pen.

All candidates at PVTCs are required to fill out the log sheet. At PVTC Selects,
only candidates taking IT exams are required to fill out the log sheet.

For test centers located in Japan:

Do not use the log sheet. Instead, use the log boxes in the Japan version of
the Candidate Rules Agreement that the candidate signed.

Follow these steps to collect exam materials and complete a candidate's entry on the
log sheet:

1. Collect the candidate's erasable noteboard and pen. On the log sheet, select the
"Returned" box under "Erasable noteboard or booklet."

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 Clean the noteboard so that any information the candidate wrote is not
visible to other candidates.

2. Collect any supplemental testing materials you distributed to the candidate, such
as exhibits, calculators, or writing instruments. On the log sheet, check the
"Returned" box under "Exhibits (if applicable)."

3. Ask the candidate to sign his or her name next to "Returned erasable noteboard
or booklet & exhibits (sign out)" and to enter the current time on the log sheet.

All candidates must sign out on the log sheet, even if they were not given
an erasable noteboard, pen, or exhibits.

4. Sign your name next to "Administrator (sign)" on the log sheet.

You must collect and file log sheets each day and keep them at your test
center for 12 months. Periodically, Pearson VUE conducts random log
sheet audits. Failure to provide the log sheets upon request could be
grounds for termination of your test center's contract with Pearson VUE.
For more information, see Guidelines for test center corrective action.

Distributing score reports

PVTC Government Centers at U.S. correctional facilities are not required to

distribute score report printouts to candidates and may disregard this
section.

Exam sponsors may or may not provide a printed score report or other type of post-
exam printout immediately after the candidate finishes the exam. Some exam sponsors
do not provide a printed score report because a candidate's unofficial results appear on
the screen after the exam. However, if an exam sponsor provides candidates with
immediate score reports, the report prints automatically when a candidate finishes the
exam. If the exam is supposed to produce a score report, it prints for all of that exam
sponsor's candidates, whether they pass or fail the exam. In order for the system to
score an exam, the candidate must completely exit out of the exam. Check the exam
sponsor's client reference to see whether score report printouts are provided to
candidates.

Note the following about score reports and other types of printouts that candidates
receive after exams:

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● Some candidates do not receive a score report and instead receive a printed receipt
indicating that the candidate has completed the exam. In these situations,
candidates receive the score report directly from the exam sponsor.

● Score reports may indicate "PASS" or "FAIL" with diagnostic information. The
diagnostic information is different based on exam sponsor specifications. Sometimes
the diagnostic information on a score report gives a percentage of pass or fail, and
other times it indicates the number of questions answered correctly versus the
number of questions required to pass the exam.

Do not distribute a score report until the candidate has returned all testing
materials, including the erasable noteboard, and all other sign-out
procedures have been completed.

Follow these steps to distribute score reports:

1. Ask the candidate for the primary ID that was taken into the testing room, and
verify that the name on the score report matches the name on the ID.

Do not distribute a score report to anyone other than the candidate named
on the score report. Information identifying or describing the candidate, a
candidate's scores and performance, a candidate's participation in testing,
and other information relating to the candidate is private and highly
confidential between the candidate, exam sponsor, and Pearson VUE.
The exception to this rule is candidates who have a reader accommodation.
These candidates may ask the reader to read the score report aloud.

Never discuss anything on the score report with the candidate except to
verify the candidate's name and to resolve issues on the score report. (See
step 3 for more information.) Aside from the candidate's name, test
administrators must never discuss information on the score report with the
candidate, including the actual score, rating, requirements, relative results
compared to other candidates, opinions, or credential listed on the score
report.

2. Check each page of the score report to verify that it printed completely and that
there are no misprinted pages, missing pages, or additional information that does
not belong with the score report.

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 While Pearson VUE understands that you may not be familiar with the particular
details of every score report, the goal is to make sure you check each page of the
score report before you give it to the candidate. Some examples of what to look
for include:

 The name on score report is not the candidate's name.

 Missing pages that would be inferred by noticing text cut off mid-
sentence, partial information on the bottom of a page that is not
continued on the next page, and so on.

 Strange characters are printed on the page. For example, part of the text
is in non-English characters, there are many boxes (□), or there are other
strange characters.

 Additional pages that do not look like they belong with the score report.
For example, you may have inadvertently picked up a candidate roster
that was left sitting on the printer or the first page of another candidate's
score report.

If you notice a problem or anything unusual with a score report, contact a

program coordinator.

It is extremely important that candidates receive the proper score report and that
the score report they receive is accurate and complete. Do not give the score
report to the candidate until the issue is resolved. Store the original score report
in a secure place until you receive further instructions.

If the issue cannot be resolved in a timely manner, tell the candidate that a
corrected score report will be generated and sent in the mail. Instruct the
candidate to contact the call center for more information.

3. Hand the score report to the candidate face down without discussing or
commenting on the results.

When you present a score report to a candidate, do so privately and respectfully.

Try not to give away the results with body language or verbal gestures. Because of
emotional anticipation, sometimes a candidate will ask you to place the score
report in an envelope, and you may comply with this request. Doing so may
prevent an emotional outburst at your test center.

Never comment on a candidate's exam results or attempt to explain the results of

a candidate's score. Avoid comments such as "Most people have passed (or failed)
this exam" or "I have heard people complain that the exam is too hard."

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 The scoring process is the culmination of the candidate's hours of study, anxiety,
and future hopes. This time can be emotional for a candidate and unpredictable
for test administrators. If a candidate becomes distraught and begins yelling at
test center staff, stay calm and instruct the candidate to call the call center if he
or she has specific issues with the score report. Also document the situation in a
case.

If the candidate has been granted a reader accommodation, bring the

score report to the separate room or private testing environment where
the candidate is seated. Ask if the candidate would like to have the score
report read aloud by the reader. If the candidate says no, continue to step
4.
If the candidate says yes, give the score report to the reader. Instruct the
reader to read the score report to the candidate after you leave the room
and to hand the score report to the candidate afterward.
The reader should not be dismissed from the assignment until you ask the
candidate whether he or she wants the score report read out loud. To
ensure the candidate’s privacy, readers should not read the score report to
the candidate in the lobby or other waiting areas of the test center. Never
allow the reader to read the score report to the candidate in the presence
of other candidates, yourself, or other test administrators.

4. If applicable, explain the online score report authentication process.

Some score reports have a unique set of numbers that can be used to verify the
authenticity of the report. This feature is known as the online score report
authentication. If an exam sponsor uses the online score report authentication,
there is a registration and validation number at the bottom of each score report.
Candidates or their employers can visit the Pearson VUE authentication website
(http://www.pearsonvue.com/authenticate) to enter these numbers and see
whether the score report is valid.

5. Review the exam sponsor's client reference to see if there is any additional
information you must provide to the candidate. If there is, provide the additional
information to the candidate.

If a candidate has just received a score report and wants to wait in the registration
area to be picked up because of inclement weather, permit the candidate to wait
in the area, but remember to be discreet when presenting score reports to other
candidates.

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Obtaining score reports through the Pearson VUE website

Instead of having score reports print at the test center, some exam sponsors provide
score reports through a candidate's account on the Pearson VUE website. This method,
also known as a web-based score report, allows candidates to view and print their score
reports at their convenience through the Internet.

In addition to receiving their web-based score report, some candidates receive a

preliminary score report or thank you message on the delivery workstation at the end
of the exam.

If an exam sponsor offers web-based score reports, inform the candidate that it may
take up to 24 hours to receive an email from the exam sponsor. The email contains a
link to the candidate's account where there candidate can access the score report. If the
candidate does not see the email in his or her inbox, tell the candidate to check the junk
or spam folder.

Not all exam sponsors offer web-based score reports. See the exam
sponsor's client reference for details about how the exam sponsor
distributes score reports.

Reprinting score reports through the Reprint Utility

An exam sponsor's client reference indicates whether a score report or other type of
document should print when a candidate finishes an exam. If an exam does not
produce a printout when it should, the Reprint Utility can help you reprint the
document.

Before you attempt to use the Reprint Utility:

● Check the exam sponsor's client reference

o Check to see whether there is a specific policy for reprinting score reports. Some
exam sponsors do not allow reprints.

o Confirm that the exam is expected to provide a printout.

● Make sure that your printer is powered on and working.

Follow these steps if you still need to reprint the score report:

Reprint a score report that fails to print after an exam

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 1. On the administration workstation, click Start, point to All Programs, VUE
Applications, and click Reprint Utility.

If your test center is a PVTC Select that is set up with Cloud Control
Technology, do not open the application directly from the Windows
taskbar. Instead, start a session on Cloud Control, and then double-click
the Reprint Utility icon from the Pearson Admin – Applications window.
For more information, see Opening the VUE applications at PVTC Selects in
appendix D.

This opens a special version of Delivery Manager that cannot start, stop, or
resume exams.

2. Log in using your Pearson VUE username and password.

The Appointment Selection (Reprint View) window appears.

3. In the Appointment Selection (Reprint View) window, select the candidate whose
score report did not print, and click Reprint.

4. After the score report prints, click Exit, enter your login information, and then click
Exit again.

If this process did not cause the score report to print, follow these steps:

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Report a reprint failure and request a score report

1. Contact VSS to inform them of the situation.

2. Create a case, selecting these options:

Candidate inquiry

Score report request

3. Tell the candidate to expect a communication from Pearson VUE Candidate

Services when the problem has been resolved.

If a candidate later contacts the test center to request a score report

reprint, direct the candidate to contact the Pearson VUE Call Center for
assistance.

Requesting score report reprints after appointments

Candidates sometimes contact test centers after an appointment to request a reprint of

the score report that they originally received after the exam. For example, candidates
might request a score report reprint at a later time if they lost the original score report
or need an additional copy for a job application.

In these situations, test administrators are not able to reprint the score report at the
test center. If the exam sponsor allows candidates to request score report reprints, the
requests must be submitted to Pearson VUE.

Follow these steps when a candidate contacts your test center after an appointment to
request a score report reprint:

1. Check the exam sponsor's client reference for policies about allowing score report
reprints after the candidate leaves the test center.

Some exam sponsors do not allow reprints. If this is exam sponsor's policy, inform
the candidate of the policy, and stop this process. Do not create a case.

If the exam sponsor's client reference does not list a policy that prohibits reprints,
continue to step 2.

2. Create a case, selecting these options:

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 Candidate inquiry

Score report request

3. Tell the candidate that you have submitted the request to Pearson VUE.

Lost and found items

When a candidate leaves a personal item at your test center, do not contact the
candidate. Also, never send lost and found items to candidates in the mail, including
items that contain personal information, such as Social Security cards, IDs, credit cards,
and so on. Candidates who want the item shipped can contact a delivery company to
schedule a pickup and delivery at their own expense and liability.

Keep the item in a safe place at your test center for 90 days. If the candidate does not
claim the item within 90 days, donate it to a local charity. Use discretion to determine
whether the item is suitable to donate to a charity organization. If the item is not
suitable, dispose of the item. At no time should an employee of Pearson VUE take
possession of an item left at your test center.

You do not need to create a case about a lost item in the following situations:

● The item does not show definite ownership for a specific candidate, and you do not
know which candidate left the item behind.

● The candidate contacts your test center about the lost item before you created the
case.

Otherwise, follow these steps if you do know which candidate left the item behind at
your test center:

1. Create a case, selecting these options:

Admissions/Check-in

Lost and found

In the case Candidate information field, select the name of the candidate who
left the item behind.

Include the following information in the case:

 The date the item was left behind or found at your test center.

 A brief description of the item.

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  If the candidate left behind a wallet, purse, or ID, include the following
information in the case:

The candidate will need to provide photo identification in order to receive the
item. If the candidate does not have additional photo ID, the test administrator
will open the wallet or purse with the candidate and look at the ID inside in
order to verify the candidate's identity.

After you create the case, an email about the lost item is automatically sent to the
candidate whose name you selected in the case Candidate information field.

2. If the item shows proof of ownership for an individual, such as a passport or ID

inside a purse or wallet, store the item in a locked and secure place until it is
picked up.

When the candidate returns, he or she must show identification in order to

receive the item. If the candidate left behind a wallet or purse with all of his or her
IDs inside, let the candidate know that you will open the wallet or purse together.
Compare the photo ID inside to the candidate to ensure it is the same person.

Handling comments and complaints

● In most situations, candidates who have specific questions about their exams should
be referred to the exam sponsor. For example, this might include comments about
grammatical errors or comments that the question was too difficult or too easy. The
exam sponsor's client reference contains information about how to contact the exam
sponsor. When a candidate has a complaint about the exam, create a case, selecting
these options:

Exam delivery

Candidate complaint about exam content

Describe the candidate's complaint, and note the item number if possible. Never
include exam content or any description of exam content in a case.

● Candidates occasionally complain about being treated unprofessionally at test

centers. Reporting these complaints in a case establishes a credible record of what
happened. This helps Pearson VUE provide accurate and detailed information if
candidates escalate their complaints to the exam sponsor. If a candidate has a
complaint like this, politely acknowledge that you have heard the candidate's
concern and will document it. Create a case, selecting these options:

Candidate inquiry

Complaint of unprofessional treatment

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 Provide the following information in the case Description field:

o A detailed summary of the candidate's complaint.

o A description of what happened.

o The names of staff members who witnessed the incident.

o If a candidate mentions any type of complaint or problem related to the exam or

the testing experience, create a detailed case, and assure the candidate that the
issue will be directed to the appropriate person and addressed promptly.

● If a candidate mentions any type of technical problem (for example, the workstation
was too slow, graphics were hard to read, mouse did not work properly) or complaint
regarding the testing experience (the testing room was too hot or cold, there was a
noise disturbance), create a detailed case, and assure the candidate that the issue
will be directed to the appropriate person and addressed promptly. See the client
reference for information on specific exam sponsor case requirements.

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