Administering a Dispatcher Selection Test with Technical Difficulties
You are the test administrator for a CritiCall dispatcher selection test at a regional testing center. Five candidates are scheduled for the 9:00 AM session. The test is computer-based and includes audio components (listening to simulated calls) and data entry tasks. At 8:55 AM, you discover that the audio on three of the five computers is not working; the headphones are not recognized by the system. The IT support person is not available until 10:00 AM. The test has a strict time limit and must be completed in one session. Candidates have traveled from out of town; two have appointments later that day. The test vendor's manual states that audio is essential for the test and that candidates cannot use their own headphones. You have two working computers with audio, and you have a spare set of headphones that are compatible with the system but are not the ones provided by the vendor.
1. What are your options for proceeding with the test? Evaluate each option against the test's requirements and fairness to the candidates.
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Options:
- Delay the test until IT arrives at 10:00 AM: This ensures all computers are working, but it disadvantages the two candidates with later appointments and may cause them to miss their commitments. It also extends the testing session, potentially affecting other scheduled sessions. However, it is the safest option for test integrity.
- Test in two shifts: Use the two working computers for two candidates now, and test the other three after IT fixes the audio. This is fair if all candidates agree and if the test content is not compromised by discussing it. However, candidates might communicate about test content between shifts, creating a security risk. You would need to sequester the waiting candidates and monitor them.
- Use the spare headphones on the three non-working computers: The manual says candidates cannot use their own headphones, but these are administrator-provided and compatible. However, the manual may prohibit non-vendor headphones for standardization. If the spare headphones are functionally equivalent, this could be acceptable, but you should verify with the vendor or your supervisor. If allowed, this is the fastest solution.
- Reschedule the three candidates: This is unfair due to travel and later appointments, and may violate test policy.
- Cancel and reschedule all: Overly disruptive.
Recommended: First, try the spare headphones on one computer to see if they resolve the issue. If they work and are compatible, use them for all three, but document the deviation and inform the vendor. If not, delay until IT arrives and sequester the candidates to prevent content sharing. Notify the two with appointments and offer to prioritize them once the systems are fixed. The key is to maintain test security and fairness while minimizing inconvenience.
2. You decide to use the spare headphones on the three computers. What steps must you take to ensure test security and fairness, and what do you tell the candidates?
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Steps:
- Verify compatibility: Test the spare headphones on one computer to ensure they work with the audio components and that the volume is adequate. If they work, proceed.
- Document the deviation: Record the issue, the action taken, and the reason in the test administration log. Note the serial numbers of the spare headphones.
- Inform the vendor: Contact the test vendor to report the issue and the use of alternate headphones. Ask if this is acceptable; if not, you may need to delay. If the vendor cannot be reached, document and proceed if the headphones are functionally equivalent.
- Maintain test security: Ensure all candidates are sequestered in a waiting area away from the testing room. Do not allow them to use phones or communicate about test content. Monitor them at all times.
- Fairness: Ensure all candidates have the same testing conditions. If the spare headphones have different noise-canceling properties, note that. Provide the same instructions to all.
- Tell the candidates: "We are experiencing a technical issue with the audio on some computers. We have compatible headphones that will allow you to take the test. The test content and time limits are unchanged. We will begin shortly. Please remain in the waiting area and do not discuss the test with anyone." If a candidate objects, offer to reschedule.
- Monitor: During the test, check that audio is working for all. If a problem arises, pause the test and address it.
Key: Transparency, documentation, and maintaining standardization as much as possible.