National Test Centers at Joint Base Lewis McChord

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Presenter:Micky Pickens—Testing Coordinator

National Test Centers at Joint Base Lewis McChord

Fort Lewis offersCOMPASS, ASSET, eCLEP, DSST and Excelsior

McChord offersCOMPASS, eCLEP, DSST and PearsonVue

COMPASS/ASSET—No fee to active duty

eCLEP, DSST, COMPASS—No administrative fee to active duty, dependents of active duty and DoD civilians

National Test Centers at Joint Base Lewis McChord

56%Increase

66%Increase

(11,840)1 Admin1 P/TProctor

(21,240)1 Admin4 P/TProctors

(32,110)1 Admin6 P/TProctors

National Test Centers at Joint Base Lewis McChord

• Issues igniting this discussion– Who are our wounded warriors?• Servicemen and women• Dependents of servicemen and women

– Wounds caused by• Post Traumatic Stress Disorder (PTSD)• Traumatic Brain Disorder (TBI)• Suicide• Separation and Divorce

National Test Centers at Joint Base Lewis McChord

• Issues Continued– Low placement scores– No pass or low passing scores (eCLEP/DSST)– Exam no shows – Customer service– How can we help?

National Test Centers at Joint Base Lewis McChord

• Wounds– Post Traumatic Stress Disorder (PTSD)• People with PTSD have lived through a traumatic event

that caused them to fear for their lives, see horrible things, and feel helpless. Strong emotions caused by the event create changes in the brain.• The reality of war is that everyone gets

wounded. Some wounds heal rapidly…some last a lifetime. Wounds to the soul and spirit may be invisible to others, but become a constant reality to the PTSD sufferer.

National Test Centers at Joint Base Lewis McChord

• Wounds (continued)– Traumatic Brain Injury (TBI)• TBI, is a form of acquired brain injury, occurring when a

sudden trauma causes damage to the brain. TBI can result when the head suddenly and violently hits an object, or when an object pierces the skull and enters brain tissue.• Traumatic brain injury (TBI) is a complex injury with a

broad spectrum of symptoms and disabilities. The impact on a person and his or her family can be devastating.

National Test Centers at Joint Base Lewis McChord

• Wounds (continued)– Suicide

• From the invasion of Afghanistan until last summer, the U.S. military had lost 761 soldiers in combat there. But a higher number in the service — 817 soldiers have taken their own lives.

• Suicides have risen five years in a row with no apparent solution despite deploying hundreds of mental-health experts and investing millions of dollars.

• The elephant in the room in much of the formal discussion of the problem is the burden of repeated tours of combat duty on a soldier's battered psyche.

National Test Centers at Joint Base Lewis McChord

“For the Money” ProgramThe initial placement test, eCLEP, DSST and ECE

exams for DANTES sponsored candidates are provided at no cost so “For the Money” the candidates needs to achieve the best possible score.

The purpose of eCLEP, DSST and ECE exams is to help reduce the cost of achieving a college education so “For the Money” the candidates needs to achieve the best possible score.

National Test Centers at Joint Base Lewis McChord

“For the Money” Program Benefits (twice a month)• Special pre-exam sessions to go over how to use

study guides and access reference materials at the end of the study guides

• Provides hands-on links to “free exam” test sites• Provide College Study Course for instruction and

develop in remedial math courses• Question and answer sessions in regard to eCLEP

and DSST exams and how to decide it these tests are for you

National Test Centers at Joint Base Lewis McChord

• “Killed by Friendly Fire”What if the friendly fire is you?

Here are some quick things to remember when working and establishing a customer relationship.

• Be mindful of your body language, gestures, and remember to keep them positive!

• Remember to make eye contact and listen with genuine interest. You are certain to create an unfavorable impression if you give the candidate the idea that you are not fully present in the conversation.

• During your needs analysis recommend that you ask open-ended, clarifying questions with who, where, what, when and how. Open-ended questions will require your customer to give in-depth responses. Become an active listener.

• Dress and act professionally.

National Test Centers at Joint Base Lewis McChord

Customer ServiceGo the extra distance and meet customer needs. Train the staff to do the same. Customers remember being treated well.

• Communicate. Whether it is an email newsletter, monthly flier, website, a flyer, handout, or brochure; reach out to your customers.

• Staff Training. Train proctors in the manner that you want them to interact with candidates.

Empower proctors to make decisions that benefit the candidate.

• Product Awareness. Here again many do not have a product but a service. Product awareness is knowing what the customer expects. Make sure that your staff understands those expectations.

• Reliability. Be reliable. If something goes wrong or there is an issue, handle it immediately, let candidates know what is happening, and work to make the situation as convenient as possible.

• Be Flexible. Try to solve candidate problems or complaints to the best of your ability. Excuses, such as "That's our policy" do not assure the candidate. They will still be upset.