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:

Have a coworker witness the candidate's behavior.
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.
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. For more information, see Threatening situations and safeguarding procedures.

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, ask to speak to either Channel Quality or VSS.

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.