USA Operations Centers Employment Tests May 2017

State/Area Exceptions

As this policy is reviewed, please note the following State/Area for which exceptions exist:

Not Applicable

Specific details on each exception may be found within the General Information section of this text.

Overview

This policy instructs Human Resources personnel on the use and administration of tests in the employment process.

Employment tests are tools used to help predict future job performance of applicants. The validity of making predictions about future job performance is established by:

Demonstrating the relationship between performance on the test and performance on the job, or

Constructing the test to contain aspects of tasks the job incumbent is expected to perform.

All tests used by Joyner have been validated according to the guidelines established by the Equal Employment Opportunity Commission (EEOC).

Proper policies and procedures should be followed at all times to ensure consistency in employment test administration.

Only applicants receiving a "qualified" or "competitive" test result can move forward in the selection process.

General Information

Joyner’s Position on Pre-Employment Testing Joyner will use and administer a consistent, company-wide screening process that includes pre-employment testing. As a matter of Human Resources policy, the administration of the pre-employment testing process is a company-wide program.

Testing Philosophy The purpose of employment tests is to predict success on a particular job or group of jobs. It is important that Joyner be able to produce adequate evidence of the validity of any method of making hiring decisions, including testing, should the method face legal challenge. When administering screening tests, it is important to remember:

Our testing policy should be applied in a consistent manner throughout the Company.

Pre-employment tests are only used to predict performance on jobs for which they have been validated.

All applicants are given equal opportunity to be successful - our testing policy is applied consistently and all applicants are provided with the same information.

The appropriate test(s) should be administered based upon the position(s) the applicant is applying for.

For any special circumstances or questions, contact Human Resources & Employee Care.

Description of Pre-Employment Tests

Call Center Simulation (CCS)

The CCS is an online simulation during which the applicant experiences a series of inbound customer calls.  Using speakers or headphones, the applicant navigates the various screens of a virtual workstation, identifies the most effective responses to sales and customer service-related scenarios, and enters data using a mouse and keyboard.

Joyner screening battery

The Joyner screening battery is administered online, either proctored (on a Joyner testing platform), or unproctored (on a computer outside of a Joyner facility). Paper assessments are administered for ADA accommodation only.

Para-professional/Support - should be administered to applicants applying for any position within the Para-Professional/Support Structure

Professional/Technical – should be administered to applicants applying for technical/ professional roles.

SkilTrak

SkilTrak is a skills-based test that requires applicants to demonstrate fundamental keyboarding and navigation skills required in most entry level, customer facing positions. In addition to completing a typing assessment, applicants use headphones and the spoken word to respond to simulated customer service calls for data entry. SkilTrak is designed to screen only those applicants who are unable to demonstrate the fundamental skills necessary at the time of hire.

Typing and 10-Key Testing For information on establishing typing and 10-key proficiency, refer to the State Farm Typing Test policy and the Data Entry 10-Key Test policy.

Test Security To protect the security of tests:

Tests and supporting materials may not be reproduced without the express written consent of the copyright owner.

Tests and testing materials must not be shared with anyone who has not been granted Test Administrator rights, including management.

No tests are to be administered to anyone other than applicants except for formal validation/research purposes.

Tests should only be administered by trained Test Administrators. Test Administrators should not administer tests to themselves or other employees.

Other than within the scope of the employment selection process, copies of tests are not to be supplied to anyone outside of Joyner.

Applicants having unauthorized access to test material prior to testing may:

Have their employment consideration terminated

Have offers of employment rescinded

Driving/ Behind the Wheel Tests

Behind the wheel driving assessments may be required for applicants driving a company owned or leased vehicle. This test will observe / grade the following

Speed Adherence

Compliance to Rules of the Road

Lane Changes

Complete stops at traffic lights and stop signs

Yeilding

Steering Control

Distracted Driving

Freeway Merging

4 Way Stops

Breaking

Proper vehicle distance (from other vehicles)

Parking / Parallel Parking

Backing

Mirror Checks

Employees involved in breaches of test security (including extensive coaching of applicants) place their continued employment in jeopardy.