Chapter 2 Maintaining Security-2

Maintaining Security
As the global leader in the high-stakes testing business, Pearson VUE is committed to providing a secure
environment in which to conduct business on behalf of our exam sponsors.
Maintaining high standards for physical security and data security is essential for upholding the reputation of
Pearson VUE and for safeguarding the testing programs offered by exam sponsors. This level of security has
been achieved with secure facilities, the latest technology, comprehensive policies and procedures, and well-
informed and dedicated test administrators.
Security is maintained from the development lab, to the data center, all the way to your test center. You play a
crucial role in maintaining the security of the testing program. It is important to become familiar with Pearson
VUE's security policies and procedures and know how to respond if security problems occur in your test center.
This chapter contains the following sections:
Security overview
Test center security
Pearson computer systems
Candidate privacy and confidentiality
Information security and exam fraud
Site visitor security
Copyright © 2022 Pearson Education, Inc. or its affiliate(s). All rights reserved. Pearson VUE Confidential. pvuecopyright@pearson.com
Security overview
Security is the art and science of protecting the confidentiality, integrity, and availability of an organization's
assets against unauthorized acquisition, damage, disclosure, manipulation, modification, loss, or misuse. These
assets include everything from facilities and personnel to computer systems and data.
Some important examples include:
• Test center facilities.
• Equipment and software, including workstations and laptops.
• Test center personnel and candidates.
• The security of the exam process.
• Exam sponsors' intellectual property, including exam questions and answers.
• Employee, candidate, and customer information.
Pearson Information Security maintains the high level Global Information

Security Policy, which applies to all Pearson businesses and employees. You can
view this policy, along with the Acceptable Use Policy and other security
guidelines, on the following internal Pearson sites:
Global Information Security Policy
Acceptable Use Policy
Your responsibilities
Everyone at Pearson VUE is responsible for maintaining security.
Upon joining Pearson VUE, each PPC test administrator reads and signs the PPC Testing Guide
Acknowledgement and the Confidentiality and Proprietary Property Agreement. Each Pearson VUE Test
Administrator signs the Confidentiality and Proprietary Property Agreement. In doing so, you agree to follow all
Pearson VUE security policies.
Test center personnel are required to comply with the security policies and procedures described in this
chapter and elsewhere in this guide. Follow security procedures as directed by your manager, VUE Support
Services (VSS), the network operations center (NOC), and Channel Quality.
Channel Quality and Security
The Channel Quality and Security team is responsible for establishing, communicating, and enforcing all
security-related policies and procedures that apply in the test centers. This team works closely with the PPC
Facilities Support group, VSS, the network operations center (NOC), program managers, and other groups
within Pearson VUE that may get involved in particular security issues.
Whenever a security-related incident occurs in the test center, report it to both your manager and Channel
Quality and Security as quickly as possible in addition to following any standard guidelines for creating cases.
Channel Quality and Security will work with your test center to resolve the situation and will forward
information to the program manager or exam sponsor if necessary. You may speak to several people when
working with a security issue, including your manager, local property management, or local law enforcement
personnel. Be sure to include Channel Quality early in the process, even if the situation seems to be resolved.
You can contact Channel Quality by calling the support line for your region and
selecting the appropriate menu option. The group can also be contacted by email
at PVTestSecurity@pearson.com.
Network operations center
The network operations center (NOC) manages the technology infrastructure for the test centers and is
responsible for the information technology (IT) processes and procedures that are designed to secure the
network.
Most of what the NOC does is not visible; the NOC makes sure that everything runs smoothly and securely and
protects the systems used in the test centers from every kind of security threat. If a potential security breach is
detected, the NOC works with the test center, your manager, and other groups such as Channel Quality and
Security to contain and correct the problem as quickly as possible with minimum or no disruption to the
testing process.
Where to find more information
You can find more information about security in the following locations:
• Documents posted on ExamiNet in the Safety and Security Documents section.
• Pearson's security guidelines on Neo.
Where to find more information
You can find more information about security in the following locations:
• Documents posted on ExamiNet in the Safety and Security Documents section.
• Pearson's security guidelines on Neo.
Test center access
Your manager is responsible for determining which test center employees have keys to the front door (or suite
door) of the test center. The following people have a key to the test center:
• Test center manager or lead test administrator
• Employees who open and close the test center
• Building manager (Building managers sign a waiver stating that they will enter the test center only when
escorted by a test center employee or in emergency situations.)
• On an as-needed basis, the fire department lock box
If a potential security compromise occurs due to a lost key or an unauthorized person gaining access to the
test center, contact your regional manager immediately. Your regional manager will notify the security team
and determine whether any additional action needs to be taken. If necessary, your regional manager will
contact facilities support to initiate any lock or alarm code changes.
Other than test center personnel and candidates with scheduled testing appointments, the only people allowed
to enter the test center are properly authorized site visitors. See Site visitor security for information about
authorization, identification, and access control requirements.
Testing room
Test centers are built to provide a secure environment for exam delivery. The following are some of the main
security features of the testing room:
• Secure, patented design
The dedicated testing room houses the exam delivery workstations, which are placed so that candidates
cannot view each other. The proctor escorts each candidate in and out of the testing room individually,
and a sign on the door clearly states that entrance to the room is only permitted when candidates are
escorted by a test administrator. The test center's layout allows no direct sight lines between the waiting
area and the testing area. This prevents any inappropriate exposure of exam content to visitors or waiting
candidates.
• Identification and access control
Exam sponsors may choose to use some or all of the admissions data devices (photograph, signature,
and palm vein pattern). These are used together with strict identification requirements to confirm
candidate identity and to ensure that the individuals on the schedule are the same persons taking the
test. Test administrators verify the candidate's signature and photo during the admissions process, and
the system compares the candidate's palm vein patterns at admission and when the candidate enters and
exits the testing room. Some exam sponsors also use the admissions data to verify a candidate's identity
before they issue a license or certification.
• Surveillance
A proctor physically monitors the testing room at all times, having a direct line of sight from the proctor
room to every exam delivery workstation. The proctor also monitors each candidate electronically
through digital video and audio recording systems as candidates are testing. The feeds are stored
digitally for a minimum of thirty days so that Channel Quality and Security or exam sponsors can use
them when they are needed for incident investigations.
Server room
The file servers that contain the exam item banks and digital video recorder (DVR) system are secured in a
separate server room (also known as a data closet) at each test center. This room is secured by a mechanical
combination lock and key. Test administrators do not have access to this room and are not provided with the
lock combination. The combination is known only to the regional test center manager, the network operations
center (NOC), PPC Facilities Support, and VSS.
The following people have a key:
• Regional test center manager
• On an as-needed basis, the fire department lock box
The data closet is also protected from intrusion with a reinforced ceiling. A security alarm system with a motion
detector guards the interior of the room, and there is an alarm switch on the server room door. The server itself
is physically bolted to a cabinet. All servers are monitored electronically through the network with a network
monitoring system. This system monitors the condition of the server and constantly communicates with the
server and other critical data components of the network. The system notifies the NOC immediately if it detects
an anomaly or security breach.
Never allow unauthorized individuals to access the server room. See Server room visitor access for information
about allowing visitors such as authorized maintenance vendors into the server room.
Securing supplements and other test materials
Not all exam sponsors allow candidates to use supplements during exams. Check
the exam sponsor's client reference for information on whether supplements are
permitted.
Graphic supplements, closing statements, blueprints, brochures, books, packets, reference books, and paper
exams are commonly referred to as "supplements" or "exhibits." Keep all supplements and exhibits secured and
under strict inventory control. Store all materials in a secure location until the candidate is seated and ready to
begin testing.
Keep all supplements current, accessible, and in good working order.
• To determine whether your test center should receive supplements, check the exam sponsor's client
reference. Remember to check your schedule at least three days before testing to make sure that you
have adequate supplements or exam materials for each scheduled candidate.
• Test administrators are required to maintain a supplemental inventory list of materials used for testing
at the facility. New or revised materials are sent to the test center on a regular basis. If your test
center has not received the necessary materials or needs additional materials, contact your regional
test center manager.
Candidates are not allowed to write inside, deface, rip, tear, or un-staple any supplement or exhibit.
After the exam, immediately collect supplements or exhibits, check them for markings or missing or defaced
pages, and return them to the secure location. Make sure all exhibits and supplements are accounted for. Make
sure the candidate does not mistakenly remove any supplements or exhibits from the test center (unless doing
so is documented as acceptable in the exam sponsor's client reference). Do not give candidates their score
reports until all materials have been returned and inspected.
It is recommended that the allotted supplement or exhibits and serial numbers be verified against your test
center's inventory each day. If you discover that a supplement or exhibit is missing, contact your regional test
center manager and Channel Quality immediately. Also, immediately create a case detailing events and
describing the supplement or exhibit that was removed from the test center. For more information, see Lost,
stolen, or vandalized property.
Lost, stolen, or vandalized property
Notify both your regional test center manager and Channel Quality immediately if you discover that any test
center equipment or candidate property has been (or may have been) lost, stolen, or vandalized. This includes
items such as the following:
• Computers (administration and delivery workstations), file servers, and other testing equipment.
• Pearson VUE software applications and data files.
• Passwords to Pearson VUE applications.

• Personal effects that belong to candidates or test center personnel.
• Exam-related exhibits and erasable noteboards.
Channel Quality determines what additional action to take and whether to notify any exam sponsors.
Afterward, create the appropriate case for the situation.
For lost, stolen, or vandalized candidate property, select these options:
Registration/Appointment issue
Candidate theft or vandalism
For lost, stolen, or vandalized test center property, select these options:
Test center quality
Site theft or vandalism
Keys for lockers, filing cabinets, desk drawers, circuit panels, and so on are kept at the test center. Report lost or
broken keys to your regional test center manager for instructions on replacement.
Disruptive or violent behavior
A candidate's performance on an exam is often directly tied to the candidate's career aspirations. A candidate
may be under pressure to pass or score well on an exam in order to obtain or keep a job. Some candidates may
experience anxiety before, during, or after an exam. In rare cases, this may result in confrontational or possibly
violent behavior if something unplanned occurs, such as:
• Technical problems.
• Perceived distractions during the exam.
• Disagreements over exam delivery procedures.
• Poor performance on the exam.
If any candidates create a disturbance or conduct themselves in a manner that jeopardizes exam security or the
security of other candidates and test center staff, follow the guidelines in Responding to candidate misconduct.
Regardless of the situation, no candidate is ever justified in becoming confrontational or violent while in the
test center. If a candidate engages in violent or threatening behavior or if you fear for your own safety or that
of coworkers or candidates, contact on-site security or local law enforcement personnel immediately.
Handling emergencies
For emergencies that involve safety, always notify your local public security officials first, and follow the
direction of local law enforcement personnel. When things are under control, call your manager or facilities
support for further instructions.
Each test center must maintain an emergency procedures binder, which contains key procedures and other
information that you may need in an emergency. Keep the emergency procedures binder an easily accessible
location at the administration workstation. Because of the sensitive and personal nature of some of the
material, you must keep it in a locked location while the test center is closed. All employees should review the
procedures twice a year to ensure that they are familiar with them and to make sure that the information is
current.
Keep all emergency service phone numbers posted in a visible place at all times (such as on the counter above
the phone). Post the following contact numbers:
• Local fire and paramedic services.
• Local police department.
• Local property manager.
• Alarm system company.
• Regional test center manager, test center manager, and lead test administrator.
Locate the building's emergency escape route plan. It should be posted somewhere in the building. Check with
your building's property manager and ask if you may have a copy of the plan. Post the escape route
information in an accessible place for quick reference, as specified by your manager. If no plan is available,
make a note about the closest evacuation route and at least one alternate route.
Prepare for situations such as fire or weather-related emergencies as far in advance as possible to keep the
panic level and property loss to a minimum. The physical safety of candidates and test center personnel is the
first priority in any emergency or crisis.
Each employee is briefed by the designated authority on the use of the fire extinguisher(s) located in each test
center.
If an emergency evacuation interrupts a candidate's exam, create a case for each candidate, selecting these
options:
Exam delivery
Testing site emergency evacuation
For details on managing exam delivery during an emergency, see Stopping an exam. If your test center must be
closed because of an emergency, contact Pearson VUE as soon as possible. Pearson VUE will work with you to
reschedule candidates who are affected by the emergency.
Pearson computer systems
Pearson VUE relies heavily on computer information systems to run its business and to communicate internally
with exam sponsors and business partners. This section contains the policies for the provision and use of
computer systems in the test centers.
Reasonable use of technology
Pearson provides you with the use of its electronic systems and technology for business purposes. These
systems include email, the Pearson intranet, limited access to the Internet, telephone systems, and other
electronic systems. They are vital assets to Pearson, so you must ensure that your use of them does not expose
the company to the risk of security or confidentiality breaches, legal claims, harassment, sabotage, or similar
problems.
Internet use is prohibited except for official business purposes, such as creating cases or accessing a company
website. Pearson's Acceptable Use Policy describes this in detail; every employee should review the policy at
least once a year. The policy is located on the following internal Pearson site:
Acceptable Use Policy
The following are examples of prohibited activities. Some are described in more detail in later sections. If you
are unsure whether a particular activity is permitted, ask your manager.
Pearson VUE systems may not be used to engage in any of the following types of activities:
• Posting or sending material that may be considered discriminatory, harassing, defamatory, obscene, or
excessively derogatory or personal.
• Posting, sending, or accessing material in violation of copyright laws or licensing agreements. (This
includes use of file-sharing software.)
• Posting or sending anything anonymously or using an assumed or false name.
• Sending messages or files that contain viruses, worms, or other malicious programs.
• Visiting sites that are illegal or have been blocked by Pearson, including sites containing pornography
or similar material.
• Using the system to conduct the affairs of a private business or for solicitation or political action.
• Downloading or playing games, using media players and similar programs or accessing audio or video
transmissions delivered over the Internet, unless required for the performance of legitimate job
duties.
• Attempting to bypass or compromise security controls.

• Engaging in any type of illegal activity or other prohibited use.
Internet and email usage guidelines
In general, use the Internet and email for business purposes only. Using the Internet for purposes other than
business can strain networks and increase the risk of viruses and malware reaching Pearson VUE's systems.
This pertains to all computers at the test center, including the administration workstation. Pearson reserves the
right to access, monitor, and disclose the use of its systems and the contents of files and communications
created, sent, or received on Pearson's systems at any time to determine whether there have been any
breaches of security, violations of Pearson's policy, or other system misuses.
When you use the Internet and email, remember the following guidelines, which are designed to protect you,
the company, and its people:
• Never send confidential or sensitive mail or documents in an email without considering the security
implications.
• Never write anything in an email that you would not write in a letter. Email messages have the legal
standing of written communications.
• Never send abusive, racist, sexist, or defamatory messages.
• Remember that all messages, however confidential or damaging, may be subject to scrutiny in court
proceedings or by officials of government agencies.
• Do not make any contractual commitments in an email without first obtaining legal advice.
• Do not download, copy, or transmit the works of third parties without their consent, as this could violate
copyright.
• Never pass on "chain emails" inside or outside of the office.
Never open emails from unknown senders or emails with suspicious attachments or subject lines, even if
they appear to be from someone you know. Such emails may contain viruses, malicious software, or
inappropriate content, and you should delete these emails without opening them.
Be wary of emails that appear to be asking you to provide personal information, even if they seem to be
from an organization that you know and trust. Such emails may actually be bait designed to lure you to a
fake website where you will be asked to enter personal data such as your user name or password, credit
card number, Social Security number, or mother's maiden name. This type of fraud is known as phishing,
a rapidly growing form of identity theft. The best way to make sure that you are dealing with a merchant
you trust (and not someone attempting to commit fraud) is to initiate the contact yourself. Type the
merchant's address into your Internet browser instead of clicking on a link in an email.
For more information and tips about phishing and identity theft, visit one or more of the following
websites:
• U.S. Federal Trade Commission: http://www.consumer.gov/idtheft/
• Privacy Rights Clearinghouse: https://www.privacyrights.org/
• U.K. Identity Theft Site: http://www.actionfraud.police.uk/
As explained earlier in this section, you must not use Pearson

computers or networks for sending inappropriate content or visiting
inappropriate websites. Violation of company policy in relation to
email and Internet use could result in Pearson VUE incurring legal
liability and will therefore be treated as a matter requiring serious
disciplinary action.
Access to computer systems and applications
Pearson VUE provides you with a password and access information to any systems that you need to use. You
must not attempt to gain access to any computer system unless you are authorized to do so.
All accounts and passwords are controlled by the network operations center (NOC) and can be changed or
disabled by the NOC at any time. If you are unsure of your rights and roles or have a question concerning
access, please consult with VSS or your manager.
If authorized repair personnel require access to computer systems, your regional test center manager will notify
you before their arrival. Repair personnel must be accompanied by a test administrator at all times, and any
passwords used to obtain access must be changed immediately following the repair event.
Under no circumstances should you give unauthorized persons access to servers or exam delivery workstations
on which Pearson VUE Testing System software is installed. Escalate any unexpected requests to enter the
server room to your regional test center manager, the NOC, or VSS immediately before you allow access.
Report any suspicious activity of this nature immediately. For more information, see Server room visitor access.
In most countries it is a criminal offense to attempt to gain unauthorized access to

a computer system, including one that belongs to your company.
Password protection
Always keep usernames and passwords confidential. Never disclose this information to others. If there are
problems with a registration or exam delivery, Pearson VUE must be able to contact the specific administrator
involved.
If another test center employee or somebody calling and claiming to be from Pearson VUE asks for your
password information, politely refuse. In such cases, report the event to VSS and your manager immediately.
Usernames and passwords must meet the Pearson VUE guidelines and be kept confidential in order to keep the
software secure. If you suspect that the security of the Pearson VUE applications or exams has been
jeopardized, call VSS immediately.
When creating or changing passwords, you must create strong passwords using the following principles:
• Use passwords that are easy to remember but hard to guess. Make it nonsensical gibberish.
Start with a catch phrase, like a song title or rhyme. For example, the phrase might be "This May Be One
Way to Remember" and the password might be "TmB1w2R!" Combine two words, but replace some with
numbers or special characters. For example, "cherry pie" might be "Che@rep1E." Join the first letter of a
phrase, sentence, or rhyme. For example, "Four score and seven years ago, our fathers" might be
"4S&7yaoF."
• The password must be a minimum of eight alphanumeric characters.
The longer the password is, the more difficult it will be for someone to randomly guess.
• The password must contain at least three of the following four characteristics:
An uppercase letter, a lowercase letter, a number, and a special symbol. The special symbol could be any
of the following: ! ' # % & [ ] * + , - / : ; < = > ? @ ( \ ) ^ _ { | } ~ `.
• The username or part of the username cannot be present within the password.
The password "Johnny#1" is not allowed for a user with the username "Johnny."
• Do not write passwords down.
The best password in the world is of no use if you write it on a sticky note and place it on your screen or
in the drawer next to your computer. Take a few moments to memorize it instead. If you forget a
password, you can call VSS and ask for it to be reset.
• Change passwords regularly.
The systems forces you to change your password every 30 days. In addition, you may not reuse the same
password within one year.
• Do not use the same password for every system you access.
If someone does obtain one of your passwords, he or she will only be able to get into one system, not all of
them.
If you forget your password or your account is disabled, use the Account Recovery Tool or the Connect portal
to manually reset your password and enable your account. You can also contact a test administrator from your
test center with the role to reset passwords. For more information, see Resetting your password and enabling
your account.
Passwords will not protect a system that is logged in and left unattended. Never leave software applications
open and running unattended on the administrator, proctor, or delivery workstations. At the end of the day,
always shut down applications properly, and log out the network completely as described in Shutting down
equipment.
Security questions
You must maintain two security questions in conjunction with your passwords. If you forget your password or
your account is disabled, use the Account Recovery Tool or the Connect portal to reset your password and
enable your account. You can also contact your test center manager or lead test administrator. For more
information, see Resetting your password and enabling your account.
The security questions are considered a set. If you update or change one security question, you are required to
update or change the other. However, there is no restriction on reusing questions and answers. The security
questions and answers do not expire. Use discretion when you submit your answers as you might need to
provide the answers to the questions if you forget your password.
Prohibited devices
Only equipment that is approved and supplied by Pearson VUE may be connected to the test center network
environment, under the supervision of VSS or the NOC. Personal equipment, portable devices, and other
electronic media must not be brought in and connected to the network or to any administrator, proctor, or
exam delivery workstation. Examples of such prohibited devices include:
• Privately owned laptops or portable computers.
• PDAs or cell phones that sync with a desktop computer (Palm Pilot, Pocket PC, Treo, BlackBerry,
smartphone, etc.).
• Portable media players (iPods, etc.).
• USB storage devices (flash drives, JumpDrives, etc.).
• CD-ROMs (unless authorized to do so by VSS or the NOC).
• Diskettes, music CDs, and DVDs.

• Any other electronic media device that can be connected to the computer.
Under no circumstances should anyone other than authorized service personnel be permitted to take any such
computer, device, or media into the testing room.
The NOC monitors compliance with this policy. If any unauthorized equipment is
discovered, it will be disconnected from the network immediately, and the
violator's manager will be notified.
Unauthorized software
Pearson VUE understands the crucial importance of protecting copyright. It is a criminal offense to copy or use
software when you do not have a license to do so. You must not install software on Pearson computers (or
copy software from them for use elsewhere) unless you are authorized to do so. Pearson VUE provides you with
all of the software that you need for your job. If you need additional software, ask your manager, who will, if
appropriate, contact VSS.
Because of the dangers posed by viruses and the potential impact on the performance of your PC, you must
not load games software or other private software (including licensed software) on Pearson VUE computers
without the permission of VSS and your manager.
Virus protection
All employees must take reasonable precautions to prevent the spread of viruses, trojans, worms, spyware,
adware, and other types of malicious software. The company installs virus-protection software on all computers
which, if not disabled or removed, should detect and prevent the vast majority of malicious software infections.
Never attempt to disable or delete the virus protection software.
If you suspect that any piece of equipment in the test center may have become infected, contact VSS
immediately.
Candidate privacy and confidentiality
The following sections provide information on how to handle candidate information securely at your test
center.
Candidate personal information
Pearson VUE collects personal information from candidates in order to provide testing services to those
candidates on behalf of the exam sponsors. This information can include candidate names, social security
numbers, demographic information, payment information, admissions data, identification documents, and so
on. Although candidates must agree to provide certain private information if they want to take an exam, the
information still belongs to the candidates, and Pearson VUE and test centers take care to protect it from loss
or unauthorized access or alteration.
If an exam sponsor requires you to verify a candidate's Social Security number, ask the candidate to write the
SSN on a piece of paper. After you verify the candidate's SSN, you must shred the paper immediately.
Exam sponsors generally explain the test center admissions process and test center security features in their
candidate bulletins and other publications. These measures are implemented to ensure that only properly
authorized and identified candidates are allowed to test and to prevent and detect exam fraud. They are an
integral part of the testing process, so when a candidate registers to take a test, the candidate cannot opt out
of providing this information. However, some candidates may still express discomfort or surprise when they are
asked to provide certain information, such as a photo, palm vein pattern, digital ID authentication, or signature,
or when they are informed that the testing session is audio/video recorded.
If a candidate asks why it is necessary to provide admissions data, inform the candidate that these help to
ensure that the person in front of you is really the candidate shown on the schedule. Also explain that
collecting admissions data help Pearson VUE and the exam sponsor prevent exam fraud. Reassure the
candidate that Pearson VUE and the exam sponsor confidentially handle and properly secure personal data,
including the admissions data and video feed, at all times.
Candidate privacy information is explained in the rules agreement that each

candidate reviews during the admission process. More information, including
contact information if the candidate has further questions, can be provided
to candidates by referring them to the Privacy Policy on the Pearson VUE
website at:
http://www.pearsonvue.com/legal/privacy/
Maintaining candidate confidentiality
As a test administrator, you have an important responsibility to help maintain the confidentiality of candidates'
personal information and other confidential data. You can do this by remembering the following guidelines:
• Never leave software applications open and running unattended on the administrator, proctor, or
delivery workstations.
• When you take a break, go to lunch, end your work day, or leave the test center for any period of time,
log out of all applications you have logged in to. The test administrator who is currently registering,
proctoring, or administering exams must log in to the applications with his or her personal username
and password.
• Never share your usernames and passwords with your colleagues. They may not be authorized to
access the same data as you. Even if they are, you will be held responsible for any data breach that
takes place using your account.
• Do not read candidates' personal information aloud in the presence of other candidates or test center
personnel.
• Do not create copies of any candidate's personal information, such as credit cards, forms of
identification, social security numbers, and so on for your test center's personal use, such as filing or
storing the information for record-keeping purposes or other reasons.
• Do not include confidential information, such as credit card numbers, social security numbers, or ID
numbers in the text of cases.
• Do not include exam content or any description of exam content in the text of cases. Exam content is
defined as questions, response selections, and any text found in exam supplements, handouts,
exhibits, whole or partial. If the candidate has a complaint about a specific exam question, ask for the
item number. Create a case that includes only the item number.
• Do not give out information about candidate appointments over the phone. If a candidate or related
individual calls to confirm an exam appointment, always refer the person to the call center.
• Never provide candidate information from the Pearson VUE applications to unknown persons over the
phone or by email, even if they claim to be from Pearson VUE. Anyone who has a legitimate need for
such information will get it from the Pearson VUE systems and will not need to ask you for it.
• Be alert to potential social engineering attempts, whereby unauthorized persons may pretend to be
someone they are not in order to get confidential information from you. Never trust an unknown
person who asks for your password or other confidential information.
• Report any suspicious behavior or suspected confidentiality breaches to your manager and Channel
Quality immediately.
Securing documents with candidate information
Securely handle all documents or electronic files that contain candidate information. The following
requirements are particularly important:
• Make sure that you give each candidate the correct score report. Ask the candidate to verify his or her
name and present identification before you give the candidate the score report.
• Do not leave important documents or printouts lying around where somebody else might pick them up.
• Clean all noteboards in a timely manner, or turn them face down until you can clean them.
• Properly store any log sheets, backup admissions data sheets or files, or client materials to be shipped.
• Never throw documents containing confidential data in the trash. Always shred such documents.
Information security and exam fraud

Exam sponsors spend tremendous amounts of money and time developing content for their exams. When
exam content is protected and the security of the testing process is maintained, everyone who relies on the
exam results (including candidates, exam sponsors, certifying boards, employers, and schools) can be assured
of their validity and integrity. Conversely, if exam security fails, those same stakeholders lose confidence in the
value of the exam, and everyone suffers, including the candidates who worked honestly to achieve their results.
Maintaining exam security is essential in the testing business. Pearson VUE has built a reputation on its
commitment to the highest levels of security, especially in the Pearson Professional Centers.
Industry security initiatives
Pearson's assessment and testing businesses are leaders in promoting best security practices within the
industry. Pearson VUE was a founding member of the Information Technology Certification Security Council
(ITCSC), the first industry consortium created solely for promoting exam security. In 2006, Pearson VUE joined
with other members of the Association of Test Publishers (ATP) to form an industry-wide security initiative.
Pearson VUE has been involved in developing several testing industry security standards and best practices.
Many exam sponsors cite better security as one of the main reasons they choose to deliver exams with Pearson
VUE. Pearson VUE's commitment of resources and leadership on this front, combined with the commitment of
test center personnel around the world, is unparalleled.
General guidelines for maintaining exam security
Maintaining security throughout the testing process is the most important part of your role as a test
administrator. Always follow these guidelines to maintain a secure testing environment.
• Follow documented procedures and instructions at all times. Many of these procedures have been
refined from years of experience in test delivery, and when followed, prevent the vast majority of
attempted exam fraud. Taking shortcuts increases exposure to potential security threats.
• Pay particular attention to identification requirements and individual exam sponsors' policies for what
items are allowed in the testing room and what candidates may do while taking breaks. Properly
inspect all items permitted in the testing room in accordance with exam sponsor policies.
• Do not allow a candidate into the testing room with study guides or reference materials unless they are
specifically permitted by the exam sponsor. Check the client reference to see whether a sponsor has
special instructions for checking any permitted references. If the candidate refuses to store prohibited
materials or hand them over after you review the policy with him or her, inform the candidate that the
exam sponsor will be informed of the incident, and then turn the candidate away. If possible, have a
coworker witness the candidate's behavior. Some exam sponsors may allow candidates with certain
prohibited items to test, as long as you create a case. (See the relevant client reference for details.)
However, as a rule, no exam sponsor allows prohibited study materials (including study guides, notes,
PDAs, and so forth), blank notepaper, or writing materials in the testing room. If you are ever unsure
whether the test center and exam sponsor policies permit a candidate to be admitted with a
particular item, contact Pearson VUE for assistance.
• Never leave the proctor workstation unattended when testing is in progress. When you proctor exams,
stay focused on monitoring the actions of candidates in the testing room at all times. Watch all
candidates closely and be alert to possible signs of exam fraud. See Types of exam fraud for examples.
Ask a second test administrator to assist if you need to attend to a particular candidate.
• If you observe candidates talking to or otherwise communicating with each other in the testing room or
violating any other testing policy established by Pearson VUE or the exam sponsor, or if you suspect
exam fraud of any kind to be taking place, know how to respond. Follow the guidelines
in Responding to candidate misconduct.
• Do not discuss exam content with candidates or other test center personnel. Report any candidates you
suspect might be violating the confidentiality of the testing process by discussing items outside the
testing room.
For more detailed tips, see Minimizing exam fraud.
Types of exam fraud
There are several common types of exam fraud strategies that candidates might attempt to use. As a test
administrator, you should become familiar with all of these:
• Using unauthorized materials
• Collusion
• Proxy testing
• Retake violation
• Item theft
• Bribery
Using unauthorized materials

Candidates may attempt to take notes or other unauthorized materials into the testing room to use while they
take an exam. This behavior could be as blatant as trying to smuggle in a text book or study guide, but more
often, the attempt is much more covert and difficult to spot. For instance, a candidate may conceal a cheat
sheet inside clothing, shoes, reading glasses, or even an approved comfort aid. Notes may be written directly
onto a covered part of the body (such as an arm, leg, or the chest), inside an item of clothing, or concealed
within some other item allowed in the testing room (such as a dictionary approved for use by the exam
sponsor). Notes may be written in plain language, or they could be disguised by body markings (such as a
tattoo), clothing patterns (for example, on a shirt collar or tie), or even seemingly random markings.
A different strategy is for two candidates who are friends to work together. One distracts the proctoring test
administrator with a question or break request while the other uses the opportunity to access notes without
being detected. Another strategy involves hiding notes somewhere near the testing room and attempting to
access them secretly while on a break. An example would be a candidate visiting the restroom before taking an
exam and hiding materials in a waste basket, inside a stall, or even submerged inside a waterproof bag in one
of the flush tanks.
Collusion
Collusion is the practice of obtaining assistance from one or more people while taking an exam. This may be as
simple as one candidate allowing another to look over his or her shoulder during an exam. More deliberate
collusion can occur when candidates provide assistance to one another through quiet conversation, by passing
information to each other on a piece of paper or other material, or by using some other means of non-verbal
code, such as coughing, yawning, stretching, patterns of finger tapping, or clicking an erasable marker top.
Collusion can also involve attempts to communicate with and receive assistance from people outside the
testing room. For instance, a candidate might try to smuggle in a mobile phone in order to receive assistance
through text messaging. In rare cases, candidates have even been caught wearing a concealed microphone, ear
piece, and two-way transmitter, which were used to communicate with an accomplice in a van parked just
outside the test center.
Proxy testing
Some candidates may enlist another individual to take an exam on their behalf. This is known as proxy testing
because it involves using a proxy or substitute test taker in place of the real candidate. The proxy tester could
be a friend or family member of the candidate, or he or she may actually be part of an organized scheme that
earns the proxies money for their efforts. A proxy tester may even look similar to the real candidate or try to
fool test center personnel by using fake identification.
Alternatively, a candidate may come to the test center to complete the admission procedures but then try to
switch places with an accomplice, either before going into the testing room or while taking a break.
Convictions in proxy testing cases involving professional licensure and graduate admission exams have led to
business closures and criminal sentences. Increasingly, law enforcement agencies globally are becoming more
active in investigating and prosecuting proxy testing fraud. This has arisen in part due to the use of fake
passports and IDs and possible connections with illegal immigration schemes.
The primary deterrents to proxy testing are the special security measures used in test centers, including
admissions data capture and Pearson VUE's strict identification and admission procedures.
For more information on how to handle candidates suspected of proxy testing, see Candidates who are
suspected of proxy testing.
Retake violation
Retake violations occur when a candidate is able to take an exam more often than the exam sponsor's policy
permits. Because the Pearson VUE Testing System automatically enforces waiting periods, the main way a
candidate would attempt to circumvent the policy is by registering for the same exam under two or more
different identities. As with proxy testing, this may involve the use of fake or altered identification.
Item theft
The previous strategies are all related to candidates trying to obtain results unfairly. Another type of exam
fraud to actively watch for is item theft. This refers to the practice of copying or otherwise recording exam
questions for later distribution outside of the testing room. Most exam sponsors have a non-disclosure
agreement (NDA) or similar agreement in their exams that prohibits candidates from copying or recording
items or even discussing them with others outside the test. The rules agreement provided during the admission
process includes similar prohibitions.
While some candidates do not consider copying or sharing items to be a serious matter, it is actually a very
serious form of intellectual property theft and often illegal. The exam questions and answers are copyrighted
trade secrets that belong to the exam sponsor. Unauthorized copying, sharing, or distribution of exam items
occurs primarily for the purpose of helping people obtain an unfair result on the exam. This reduces the
reliability and validity of the exam as an instrument for measuring and assuring competency. Consequently, the
more this occurs the more the credibility of an exam sponsor's testing programs is compromised.
Some individuals may steal items in order to improve their own scores on a subsequent attempt or to help a
friend who is taking the exam at a later date. Other individuals or organizations may encourage candidates to
memorize a certain number of questions and divulge them after leaving the test center. In some cases,
individuals working for test preparation companies take exams explicitly for the purpose of helping the
company to gain exposure to as many items as possible.
Two chief methods are used to remove exam items from the testing room. The first involves copying and
removing them in written form, for example on a piece of paper, inside clothing, or on some covered part of
the body. The second method involves the use of concealed recording devices or transmitters. Recorders,
transmitters, microphones, cameras, and scanners are becoming smaller, more sophisticated, less expensive,
and therefore easier for candidates to try to smuggle into the testing room.
Another strategy involves writing a number of items onto the erasable noteboards and then carefully
memorizing them before leaving the testing room. While this may appear suspicious, do not intervene directly
unless the candidate is doing this prior to the timed portion of the exam (such as during a tutorial or non-
disclosure agreement), is violating some other testing policy (such as attempting to remove the noteboard
from the testing room), or is observed discussing or writing down exam questions after signing out of the
testing room.
Bribery
Another strategy that may be used in conjunction with any other type of exam fraud is attempting to bribe or
otherwise persuade a test administrator to provide assistance or to permit some kind of unfair advantage. For
example, a candidate may offer a test administrator money in exchange for skipping the proper identification
procedures or allowing the candidate to take a friend or study notes into the testing room.
The integrity of the exam delivery process depends on your commitment, integrity,
and vigilance. If you become aware of any candidate attempting to entice you or
another test administrator into unethical behavior, contact your manager or
Channel Quality immediately.
Minimizing exam fraud
Now that you are familiar with the different types of exam fraud, it is easy to understand why paying close
attention to candidate behavior is the single most important factor in minimizing exam fraud in the test center.
The following are some general tips and reminders that will help you accomplish this.
Test center admission:
• Be familiar with the exam sponsor's retake policies. Some cases of attempted retake violations have been
thwarted by vigilant test administrators who remembered admitting the same person previously under a
different name.
• Thoroughly check identification to ensure that all details match the candidate as required by the exam
sponsor's policy.
• Never perform the identification check in a perfunctory manner, but rather take care to examine the
photograph and other details to ensure you are confident that the candidate is really is the person
pictured on the identification.
• Be on the alert for identification that looks fake, altered, or in any way suspicious.
• Capture admissions data properly and according to the exam sponsor's policies.
Testing room check-in:
• Pay close attention while inspecting the candidate. Ask candidates to roll up their sleeves and empty their
pockets. Ask candidates to pat themselves down (arms, legs, waist) to show you that there is nothing
hidden.
• Watch for unusual or suspicious items attached to or concealed in clothing. Fully inspect religious,
cultural, and medical apparel as well as comfort aids to the extent that the exam sponsor's policies
permit. See Permitted personal items for more information.
• Make sure that candidates store watches, phones, and other prohibited items in a locker.
• Do not allow candidates to speak with other candidates or look at their screens while they are being
escorted into the testing room.
• When possible, avoiding seating candidates who appear to be friends or coworkers next to one another.
Proctoring:
• Closely monitor candidates at all times while they are testing, using both the video monitor and your
direct line of sight into the testing room.
• Listen for signs of possible communication in the testing room. Turn the volume up on the audio feed
sufficiently to hear any communication (including non-verbal communication) that might take place.
• Be alert to potentially suspicious behavior. Such behavior may be difficult to detect, but might include
activity such as repetitive adjustments to clothing, excessive leaning or stretching, apparent efforts to
hide something from view of the proctor or video camera, or spending an unusual amount of time
writing on or staring at the noteboard at the beginning or end of the exam.
• Always ask a second test administrator to assist with monitoring if you are busy assisting a particular
candidate.
Breaks:
• Strictly follow entry monitoring or Testing Room Log Sheet procedures while checking candidates out
and back in before and after breaks.
• Be alert to frequent or excessively long unscheduled breaks. If you suspect that misconduct is occurring
on a break, wait until the candidate returns to the testing room and then have a coworker check the areas
that the candidate might have visited on the break.
• If the candidate has been gone for a long time, attempt to find the candidate, if circumstances allow. If
you cannot find the candidate, ask the candidate where he or she was during the break when the
candidate returns. Include this information in the case. Remind the candidate that unscheduled breaks
should be kept to 10 minutes or fewer.
Responding to candidate misconduct
Some exam sponsors allow peace officer candidates to carry their firearm(s)
on test center premises. For more information, see Weapons. If you suspect a
peace officer of misconduct and he or she is carrying a firearm, see Peace
officer candidate misconduct for instructions.
Your primary responsibility is to maintain a positive and distraction-free testing environment at all times.
Occasionally, this involves responding to unacceptable candidate conduct. You are expected to remain vigilant
and to respond promptly and professionally to any observed or suspected irregularities at any point during the
testing process.
To maintain the proper testing atmosphere as well as your own safety, try to handle the situation effectively
while avoiding unnecessary confrontation with candidates. Always try to remain as calm as possible so proper
procedures can be followed. Follow the three-step witness, intervene, and notify (WIN) process to respond to
candidate misconduct:
1. Have a coworker witness the candidate's behavior.
2. Intervene to deal with the situation. If the candidate is being admitted, do not allow the candidate to
begin testing. If the candidate is currently taking an exam, stop it, remove the candidate from the
testing room (if necessary), and inform the candidate of the next steps that will be taken.
3. Notify the appropriate personnel, and create a case.
It is not your responsibility to make decisions or judgments about the

legitimacy or severity of any individual's conduct. Pearson VUE and the
exam sponsor make the final determination in this respect.
Witness
In all suspected incidents of misconduct, it is important wherever possible to have another test administrator or
coworker observe the questionable behavior and remain present during the remainder of the process. Another
witness helps to ensure that the proper process is followed and helps to establish a credible record of what
happened.
If the other test administrator is busy admitting candidates or performing other tasks, ask him or her to stop
doing this temporarily in order to properly witness the situation and help with the next steps. Responding to a
candidate misconduct situation always takes precedence over other tasks, such as admitting candidates.
Intervene
Before you intervene, arrange for a second test administrator or coworker to be present, if possible. Even if he
or she did not directly witness the candidate's behavior, a second person is an important witness to the
conversation with the candidate.
If the candidate is being admitted, do not allow the candidate into the testing room. If the candidate is
currently testing and there are other candidates present, safely escort the candidate from the testing room
before proceeding any further. Any conversation with the candidate must happen away from the testing room
in order to minimize distraction or distress to other candidates.
If the candidate's exam is in progress, enter the testing room and stop the exam, following the steps
in Stopping an exam. Inform the candidate that a break is required, and ask the candidate to step out into the
waiting area. Do not put the exam into unscheduled break mode or leave it with a question visible on the
screen. If the candidate is later permitted to resume testing, the candidate will not lose any time as a result.
When you are away from the testing room, do not directly accuse the candidate of misconduct or make
judgmental statements about his or her behavior. Instead, describe what you observed, and explain which
testing policy was violated. It is important to properly inform the candidate of the observed behavior and give
the candidate an opportunity to cooperate from this point forward.
When you speak to a candidate who has broken a rule, note these guidelines for what to say and not to say:
• Do not use the words cheating or misconduct. Instead, say policy violation.
Candidates may become defensive and complain if a test administrator suggests that they are cheating
when they access a cell phone or wear a watch inside the testing room.
• Never mention to candidates what will or will not likely happen to their scores in situations of policy
violation. Do not use phrases such as, "Everything will be okay" or "Your scores will still be accepted."
Inform the candidate that a case will be created and Channel Security, along with the exam sponsor, will
handle the case and decide how to proceed.
• Always call the program coordinator to inform him or her of the candidate's policy violation and to
obtain direction on whether the candidate should be allowed to continue testing.
• Always be kind, pleasant, and understanding.
• Never gossip or talk about past candidates' policy violations.
If the exam has already ended and generated a printed score report, do not give it to the candidate.
If any unauthorized materials or prohibited items were involved, attempt to secure these for evidence. For
example, if you observed the candidate using concealed study notes or such notes were found during
admission, describe the policy on prohibited items, and politely (but firmly) ask the candidate to
surrender them. You may need to remind the candidate that he or she was video recorded. While it is
important to try to confiscate prohibited materials, this should never be done through force or in a
manner that might place you or anyone else at risk.
Inform the candidate that you will contact Pearson VUE and create a case, that the exam sponsor will be
notified, and that you will retain any surrendered materials. Ask the candidate to sit in the waiting room,
and do not allow the candidate to enter or return to the testing room at this point.
During this step in the process, always consider the need to maintain a distraction-free testing
environment as well as your safety and the safety of your coworkers and other candidates. If the
candidate engages in violent or threatening behavior or you fear for your own safety or that of coworkers
or candidates, contact on-site security or local law enforcement personnel immediately.
Notify
When the situation in the test center is under control, contact Pearson VUE immediately, and ask to speak
to a program coordinator. The program coordinator will provide instructions for what to do next. If for
any reason you are unable to reach a program coordinator, contact your regional manager.
If Pearson VUE grants permission, the candidate may begin or continue testing. To resume the exam,
escort the candidate into the testing room, and restart the exam. For more information, see Resuming an
exam. Otherwise, you must now politely ask the candidate to leave.
Do not return any confiscated materials to the candidate unless the program coordinator instructs you to
do so. Also, do not speculate or discuss what the repercussions might be for the candidate. If the
candidate has questions, advise the candidate to contact the call center to speak to the program
coordinator. Do not advise the candidate to contact the exam sponsor directly unless that exam
sponsor's policies instruct you to do so.
Create a case immediately after you notify Pearson VUE.
Candidates who are suspected of proxy testing
For more information about proxy testing, see Proxy testing.
Follow these steps when you suspect a candidate of proxy testing:
1. During the admission process, complete all admission steps to collect the candidate's admissions data,
and click Admit in Admissions Manager.
Do not revoke the candidate's admission. Make sure to click Admit before you say anything to the
candidate about the identification.
2. If possible, create a copy of the candidate's photo identification.
3. Tell the candidate that there is a problem with the identification and that he or she will be unable to
test.
If the candidate has any questions, advise the candidate to contact the Pearson VUE Call Center for further
information. Do not allow the candidate to test.
4. Call the program coordinator and your regional test center manager to report the incident.
5. Create a case, selecting these options:
Exam delivery
Candidate error or misconduct
Attach the copy of the candidate's photo ID to the case (if possible).
6. Call VSS to have the admissions data retrieved and saved for the candidate, and attach the admissions
data to the case.
Reporting candidate misconduct
Create a case as soon as possible in any situation that involves candidate misconduct. Doing so helps to ensure
that the escalation process to the exam sponsor begins promptly. Furthermore, some exam sponsors are able
to withhold exam results for further investigation if a case is created before the results are processed by the
hub and returned to the exam sponsor. See the exam sponsor's client reference for more information.
Create a case, selecting these options:
Exam delivery
Candidate error or misconduct
If the test center is busy, you may enter a brief description along with a note that you will update the case with
complete details before the end of the testing day.
Always include the following information in the case:
• Complete and detailed description of the candidate's behavior, including the sequence of events that
were observed.
• Location or situation of the candidate when he or she was confronted.
• Names and roles of all other people who witnessed the candidate's behavior or who were present when
the candidate was confronted.
• Description of the candidate's reaction, and any discussion between the candidate and the test
administrator.
• Description of any prohibited materials the candidate used, if applicable, and whether or not these were
confiscated or surrendered.
• Comments made by both the test administrator and the candidate.
• Any other relevant information concerning the incident.
Channel Security will review the case and may ask follow-up questions.
At times, Channel Security may require a formal, signed statement from you during the follow-up
investigation or candidate appeals process. In these situations, Channel Security will notify you and will
work with you to prepare a written statement from the information included in the case. The statement
must be printed on company letterhead, signed by each test administrator who was present during the
incident and subsequent intervention, and then sent to Channel Security.
Unless you are instructed otherwise, send any materials confiscated from the candidate to Channel Security
through mail or courier.
Site visitor security
It is your responsibility to ensure that only properly authorized visitors are allowed in the test center. The only
people permitted to enter the test center are test center personnel, candidates, and authorized site visitors. Be
sure to courteously but firmly turn away all other visitors. Also, be sure to follow the instructions on the Site
Visitor Log Sheet when there is an authorized site visitor at your test center.
The following table lists the different types of authorized site visitors and their authorization requirements.
Follow these guidelines for handling authorized visitors:
Visitor type Authorization requirement

Assistive personnel for Assistive personnel must present their Assistive Personnel
candidates with Attendance Record. If they do not have it, print a copy from
accommodations the Resources application in the Connect portal. For more
information, see Checking in assistive personnel. These visitors
must also show a photo ID and sign in and out on the Site
Visitor Log Sheet. For more information, see Signing visitors in
and out.
Maintenance vendors, property These individuals do not require letters of authorization.

management personnel, law However, they must show a photo ID and sign in and out on
enforcement, and emergency the Site Visitor Log Sheet, unless the situation is urgent or life-
personnel threatening. For more information, see Signing visitors in and
out.
For more information about allowing authorized visitors, such
as maintenance vendors, into the server room, see Server room
visitor access.
Visitors sent by Pearson or an These types of visitors include but are not limited to
exam sponsor employees, consultants, and auditors. They must have a signed
letter of authorization. This letter is required even if there are
no candidates testing that day.
Verify that the signature on the letter is that of an authorized
signer. For more information, see Handling the letter of
authorization and Authorized signatures. These visitors must
also show a photo ID and sign in and out on the Site Visitor
Log Sheet. For more information, see Signing visitors in and
out.
Other types of visitors are not permitted to remain in the test center. The following table provides
guidelines for handling other types of visitors:
Visitor type Guideline

Prospective or future These individuals may want to visit in order to become familiar with the
candidates without an test center. If they have a letter of authorization from an exam sponsor,
appointment that day follow the requirements for an authorized visitor. Otherwise, turn the
individual away, and explain that only candidates who are currently
testing are allowed in the test center. Be sure that these individuals leave
the test center promptly.
Friends or family of These individuals are not permitted to remain in the test center. If they
candidates who are are unable to leave (for example, a young child), do not admit the
testing candidate. Explain that the candidate cannot be admitted unless he or she
returns alone within the exam sponsor's late arrival time. Be sure that
these individuals leave the test center promptly.
All other individuals Anyone else who is not authorized to be in the test center must be
courteously turned away.
Scheduled candidates always have priority over visitors. However, you

should still monitor visitors and ensure they never do the following:
• Impede or interrupt the candidate admission or testing process.
• View any personal information or admissions data that a candidate
provides.
• Ask questions of, distract, or otherwise interact with candidates.
Handling the letter of authorization
All authorized visitors from Pearson VUE or exam sponsors must have a signed letter of authorization.
This is a requirement even when there are no candidates currently testing or when the test center is not
open for testing. Each letter of authorization must meet the following requirements:
• Be a signed, original letter or a copy of a signed original letter. Unsigned letters are not acceptable.
• Be on the Pearson VUE or exam sponsor's official letterhead.
• Include the name of your test center and the date of the visit.
• List the name of each visitor. A single letter can list multiple visitors.
Visitors not listed on the letter can visit your test center if they are
accompanied by a visitor who is listed. You must write the names of
these visitors on the letter and initial next to each name. A visitor
already listed on the letter must also provide their initials next to each
name. All visitors must present appropriate identification and sign the
Site Visitor Log Sheet.
• Explain any special access requirements, such as a tour of the premises. For more information, see Visitor
access.
• Have a recognizable authorized signature. For more information, see Authorized signatures.
Always collect the visitor's letter of authorization, and store it at the test center for 12 months. Be sure to
also attach a copy of it to a case along with a copy of the Site Visitor Log Sheet. For more information,
see Signing visitors in and out.
Politely turn visitors away if you encounter one of the following

situations:
• There is a visitor from Pearson VUE or an exam sponsor that does not
have a letter of authorization.
• The letter of authorization does not meet the requirements listed in
this section.
• The authorized signature is missing from the letter of authorization.
• The authorized signature does not match a signature on the authorized
signatures list.
If you have other questions or concerns about the letter or doubts
about the visitor's identity, contact Channel Quality.
Authorized signatures
Every letter of authorization must be signed by an authorized signer from Pearson VUE or an exam sponsor.
You can find lists of authorized signatures in the Resources application in the Connect portal. Each list provides
the names and signatures of people in the organization who can authorize site visits.
Signing visitors in and out
You are required to follow the instructions on the Site Visitor Log Sheet for all visitors. The only exception is law
enforcement or emergency personnel responding to an urgent or life-threatening situation. The Site Visitor Log
Sheet can be found in the Resources application in the Connect portal.
If the visitor was granted permission to enter the testing room (and is not an assistive person), have the visitor
sign in and out on the Testing Room Log Sheet.
If the visitor is a repair person granted permission to enter the data closet, have the visitor sign in and out on
the Data Closet Entry Log. For more information, see Server room visitor access.
When checking in assistive personnel, be sure to complete the Site Visitor Log
Sheet and follow the steps in this guide for checking in assistive personnel. For
more information, see Checking in assistive personnel.
As part of the daily shutdown process, create a case for any site visitors. Also, attach copies of the following
documents to the case if they were applicable:
• Site Visitor Log Sheet
• Letter of authorization
• Testing Room Log Sheet
• Data Closet Entry Log
For more information, see Submitting Site Visitor Log Sheets and letters of authorization.
Visitor access
Visitors with letters of authorization are generally permitted to view testing from the proctor workstation. If
your test center is a PTC without a proctor workstation, their viewing is done from the administration
workstation instead. They can also tour other areas, such as the reception area, restroom facilities, and so on. A
test administrator or other Pearson employee must always accompany these visitors.
Under no circumstance can you allow visitors to do the following:
• Enter the testing room or accommodations room while testing is in progress.
• Enter the server room or data closet. (For exceptions, see Server room visitor access.)
• Carry or use any kind of recording equipment or media, such as tape recorders, cameras, camera
phones, or video cameras.
• Access any Pearson VUE computer systems or applications.
• View any candidate's personal information.
• Connect any personal equipment to the network.
If any visitor requires access outside these parameters, it will be explained on the letter of authorization.
Pearson VUE will also notify you in advance via a case.
For all other authorized visitors, only grant them the access they need to perform their duty. For example,
emergency medical personnel responding to an injured candidate may need access to the testing room.
However, a service technician normally would not.
Server room visitor access
If authorized repair personnel need to access the data closet, the NOC will approve access and provide them
with a one-time access code. Under no circumstances are any unauthorized individuals allowed access to the
server room. If a maintenance vendor arrives unexpectedly to access the server room, notify your regional test
center manager, the NOC, or VSS immediately before you allow access.
Follow these steps to allow authorized individuals to access the server room:
1. Treat the repair person as a site visitor, and follow the standard procedures described in Signing visitors
in and out.
2. Escort the repair person to the server room.
Authorized repair personnel must be escorted by a test administrator at all times.
3. Track every entry into the data closet by having individuals complete the Data Closet Entry Log that is
posted inside the server room.
Complete all necessary fields including the repair person's name and company name as well as the date,
time in, time out, and reason for entry into the server room.
Fax the Data Closet Log Sheet to PPC Facilities Support every quarter, and store all removed log sheets at
the test center for two years.

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Maintaining Security

This chapter contains the following sections:

Test center security

Pearson computer systems

Candidate privacy and confidentiality

Information security and exam fraud

Site visitor security

Some important examples include:

• Test center facilities.

• Equipment and software, including workstations and laptops.

• Test center personnel and candidates.

• The security of the exam process.

• Exam sponsors' intellectual property, including exam questions and answers.

• Employee, candidate, and customer information.

Pearson Information Security maintains the high level Global Information

Everyone at Pearson VUE is responsible for maintaining security.

Network operations center

Where to find more information

• Documents posted on ExamiNet in the Safety and Security Documents section.

• Pearson's security guidelines on Neo.

• Documents posted on ExamiNet in the Safety and Security Documents section.

• Pearson's security guidelines on Neo.

Test center access

• Test center manager or lead test administrator

• Employees who open and close the test center

• On an as-needed basis, the fire department lock box

• Secure, patented design

The following people have a key:

• Regional test center manager

• On an as-needed basis, the fire department lock box

Keep all supplements current, accessible, and in good working order.

Lost, stolen, or vandalized property

• Pearson VUE software applications and data files.

• Passwords to Pearson VUE applications.

• Exam-related exhibits and erasable noteboards.

For lost, stolen, or vandalized candidate property, select these options:

Candidate theft or vandalism

Test center quality

Site theft or vandalism

Disruptive or violent behavior

• Perceived distractions during the exam.

• Disagreements over exam delivery procedures.

• Poor performance on the exam.

• Local fire and paramedic services.

• Local police department.

• Local property manager.

• Alarm system company.

Testing site emergency evacuation

Reasonable use of technology

Acceptable Use Policy

• Posting or sending anything anonymously or using an assumed or false name.

• Attempting to bypass or compromise security controls.

Internet and email usage guidelines

• Never send abusive, racist, sexist, or defamatory messages.

• Never pass on "chain emails" inside or outside of the office.

• Privacy Rights Clearinghouse: https://www.privacyrights.org/

• U.K. Identity Theft Site: http://www.actionfraud.police.uk/

As explained earlier in this section, you must not use Pearson

Access to computer systems and applications

In most countries it is a criminal offense to attempt to gain unauthorized access to

• The password must be a minimum of eight alphanumeric characters.

• Do not write passwords down.

• Change passwords regularly.

• Privately owned laptops or portable computers.