PROCTORS and ADMINISTRATORS
Penn Foster is the name of the online testing company that the NRF uses to certify people in Customer
Service. You may need 2 accounts at Penn Foster. One would be for vouchers your school district purchases
for students. If you do a MERA Voucher Grant, you may need another account at Penn Foster. Keep track
of your username, password, Organization Name and your Location Name for each account as they will be
We recommend that as you teach the material, you have students apply their knowledge using role-playing situations as the actual exam is 90% application of materials learned. The Screen test is a mixture of factual info and application.
ADMINISTRATOR'S ACCOUNT: Each school district (usually the CTE Supervisor, but could another person) will need to set up a Administrator's Account so they can purchase voucher licenses, textbooks or other class materials. With their Account, they then can add the teacher/proctors and school sites for who are teaching Customer Service skills to students and certifying them. The registration process is quick and easy, just CLICK HERE. You will need your school district’s Federal Tax ID in order to register, so please make sure you have that on hand.
One business day after you register your district’s site, you will receive an email with your username and instructions on how to log in. Be sure to add your teacher proctor and school site locations. If you have any Customer Service Vouchers on the old Rise account, you need to ask Kyle Huie (contact info below) to move to your new account. Once they do that, the NRF will add one full year to the expiration date. For those teachers who received a MERA Customer Service Grant, we will have Kyle move the total # of vouchers for those in your district who received vouchers to your account. We’ll also email you a breakdown of how many were awarded to your teachers. Once you add your teachers and school locations, you will click on "Manage Licenses" tile and move the # of vouchers to each school. Once at the individual schools, proctors will be able to access the vouchers in your account.
Voucher Designees/Partner Account Holders/Administrator
Once you have logged in please click on the PURCHASE Tile in order to complete your account set up. You must be signed into your RiseUp
Account in order to access any of these buttons. **Please note you will need to enable pop-ups for the Purchase tile to open.** To make a purchase of vouchers or books, the Partner Account holder will
-sign into Penn Foster (https://lpp.learnermanagement.com/?org=145981)
-click on the Purchases tab
-move mouse over Customer Service & Sales (middle) and select Tax Exempt from pull-down menu,
-select Individual Products (for just a few copies) or Bundle & Save (for larger quantities)
-select whether you want the exam vouchers or the textbook and follow screen instructions.
Next, you will want to add your trainers (teachers). You can access the Add Users Tile to do that. Add each teacher in your school district as a
TRAINER. Trainers can then add their own students for teaching. Each trainer that you add will receive an email with login information to their
account. There is no longer formal training to become a Proctor/Trainer, but we suggest that each teacher review the videos on the site. If any
problems arise when testing, they should contact RiseUp to handle the situation (see contact info below).
You can now add your testing locations (school names) by clicking on the Add Locations tile. Because the CS credential was originally set up for
businesses, they will ask for your business name and store #. What you can do is set up the school name as the business name. Then assign
each teacher a 3-digit number and put that in the Store # box. This will help keep everyone's vouchers separate. After completing this step, you
can then use the "Manage Licenses" tile to divide vouchers up between school sites.
Teacher/Proctor/Trainers Flow Chart Student Flow Chart
Click the graphic on left to access proctor site.
Click the graphic on right to access student/learner site.
Student will receive an email to their email address (which was entered upon registration) that they have passed the CS exam. The email will have their CS credential certificate attached. If they lose this email, they must contact Penn Foster in order to get another copy. The teacher must tell their students the importance of printing out a copy and bringing it to the teacher. They should receive this email within 48 hours of completing the exam.
Click the Syllabus button to download learning concepts associated with Customer Service Certification
If at any time during the year, you have questions about testing or accessing the
test site, you can contact:
Penn Foster at 800-986-6482 or email them at .
PROBLEMS DURING REGISTRATION OR TESTING
Email us at or call 800-986-6482
If an emergency arises during testing, proctors must follow the procedures specified at the testing facility.
The safety of the learners and testing staff is the first concern. If required, take immediate steps to ensure physical safety.
If evacuation is necessary, proctors should
Conduct a calm, but immediate, departure from the room.
If possible, shut down each learner’s computer; do NOT hit Submit.
Collect scratch paper and other examination materials from learners as they exit, if possible.
Ensure that all materials are secure by taking them with you.
After evacuating to a safe location, inform learners that discussion of examination content is forbidden.
Contact Penn Foster to report the emergency and receive instructions
If a medical emergency arises, the proctor should make sure the learner gets the proper immediate care necessary.
Minimize the amount of disruption to other learners.
If a learner becomes ill and/or is unable to finish the exam, he/she will NOT receive a refund.
The NRF Foundation wishes to ensure that individuals with disabilities are not deprived of the opportunity to participate in the assessment solely because of a disability. The NRF, Penn Foster and Rise Up (testing partner) follow the ADA laws on accommodations. Keep in mind that anyone assisting the test-taker with an accommodation must be a certified proctor. The testing facility must have any required equipment for accommodations. The accommodations include:
Braille or large-print exam booklets;
Screen reading technology-you can use a text reading software or a live proctor to read the test to a student. (Try the Oribi Speak for Chrome extension found at https://oribisoftware.com/faq/en/guide-for-the-distribution-of-oribi-speak-for-chrome-in-google-education-gafe/ which is free to educational institutions and is used with Google Chrome. Do not contact Paul Grethel for information on this site or the use of this technology. This Google extension was recommended by Penn Foster.
Scribes to transfer answers to Scantron bubble sheets or record dictated notes and essays;
Wheelchair-accessible testing stations;
Physical prompts (such as for individuals with hearing impairments); and
Permission to bring and take medications during the exam (for example, for individuals with diabetes who must monitor their blood sugar and administer insulin).
After the Learner is register and before the proctor Enrolls the student to take the online exam, the proctor/trainer must fill out the Accommodations form. The Learner (student) must have an IEP, approved documentation from a licensed professional or certified specialist who diagnosed the learner with a disability and is recommending the accommodation. To access the Accommodations forms, click on the Proctor tile and look the the right side. There is a form for Time Accommodations and a different form for other ADA Accommodations.
There is a Spanish version of the Customer Service credential exam. The Partner account holder can purchase it for $55.
A student can retake an exam one time and can do so immediately as long as the student has completed the steps to begin a test and the student has a new "retake license". We recommend that a student take a day or so to review before re-taking the exam. The holder of the Partner Account for your school district can purchase them by clicking the blue button to left and purchasing the Retake Legacy exam license for Customer Service (bottom of page) at a cost of $25.
VIEWING YOUR CERTIFICATION CERTIFICATE
Within 2 days of completing CS credential exam, the student will be emailed a link to their CS credential. Tell students to bookmark this page and print out copies to give out. If later on a student or teacher needs a copy and doesn't have the link, call Rise-Up. Proctors can access the certificates under the Certificate Document tile on left side of Home Screen.
Every 3 years a certified CS teacher must renew their certification. The teacher does not re-take the exam but can retake the training and exam if wanted. The teacher will just complete the renewal form and pay $25 to the NRF. It is the teacher's responsibility to keep his/her certification up-dated. Click the blue button to download the form, or you can now download the correct form at www.nrfriseup.com and then click on Customer Service & Sales (in the middle). You should then see where you can renew your credential.
A student's CS certification is good for 3 years and he/she can re-new his/her certification the same way that a teacher does. The Louisiana DOE states that the certification must be earned while in high school. This means that if a 15 year old earns the certification but does not graduate within the 3 year certification period that the certification will still count toward the graduation requirement.