SLA: Student Central & Testing and Assessment 

Department: Testing and Assessment
Director: Trish Darr
Initial Meeting Date: December, 2024

Purpose

This Service Level Agreement (SLA) defines the scope, processes, and expectations for the Testing and Assessment Department at CCBC. It ensures that students, faculty, and staff receive consistent and accurate information regarding testing services, scheduling, policies, and referrals.

Responsibilities

Student Central Staff will:

• Provide accurate and timely information regarding testing and assessment policies and procedures, including compliance with college ID requirements for testing, and ensure the ID verification hold is released from account prior to testing.
• Communicate clearly and professionally with students.
• Assist students with scheduling placement tests, including a step-by-step guide for booking exams and information on specific course placement tests.
• Processing GED and High School Transcripts: Handling the submission and verification of GED and high school transcripts.
• Providing Information on Testing Requirements: Informing students about necessary testing guidelines.
• Direct students to testing center vanity inbox for inquiries: testingcenterappoint@ccbcmd.edu

Student Central Service Availability 

Performance Metrics & Targets

• First Contact Resolution (FCR): 85% of inquiries resolved during the first interaction.
• Response Time: Student requests through Testing and Assessment are responded to within 48 hours during business days.

We are using the FAQs to create a training resource because they represent the most common student inquiries regarding Testing and Assessment. By structuring training around these FAQs, we ensure that Student Central staff are well-prepared to provide accurate, consistent, and timely responses.

Departmental Frequently Asked Questions (FAQs)

Placement Testing General Information

1. What is a placement exam?
   • Placement exams assess your current knowledge and skills to determine the appropriate level of courses you should enroll in.
2. Who is required to take placement exams?
   • All students must have a math and reading placement on file. If you do not meet exemption criteria, you must take placement exams.
3. What is the purpose of placement tests?
   • Placement tests evaluate your skill levels in subjects like math, reading, and writing to recommend suitable courses based on your strengths and areas for improvement.
4. Which placement tests am I required to complete?
   • Required tests may include the Next GEN Accuplacer for ECAP students, ALEKS for math placement, and English placement assessments. Requirements depend on your academic program and previous academic records.
5. Are placement tests required for all incoming students?
   • Yes, if you are a degree- or certificate-seeking student and do not meet exemption criteria such as prior SAT, ACT, or AP scores.
6. Is there an option for waiving placement tests based on previous coursework or standardized test scores?
   • Yes. Official SAT, ACT, or AP exam scores may exempt you from certain placement tests.
7. Can my high school GPA exempt me from taking placement tests?
   • Yes. An unweighted GPA of 2.5 exempts you from the English assessment (ENGL 101), and a GPA of 3.0 may qualify you for MATH 083, 125, or 153.
8. How do placement tests affect my course registration?
   • Your results determine which courses you are eligible to take, ensuring proper placement for your skill level.
9. Am I exempt from taking a placement test?
   • You may be exempt if you have an official, qualifying SAT, ACT, or AP score, or if you have completed coursework that demonstrates proficiency. I will check your student account to determine your exemption. For additional information, refer to the Multiple Measures Resource Guide.
10. I'm still in high school, what assessment should I take?
    • ECAP students are required to complete the Next GEN Accuplacer. If you are currently in high school and your GPA is below 2.5, you are required to complete the Next GEN Accuplacer.
11. How long are my SAT or ACT scores valid?
    • SAT and ACT scores are valid for five years. AP scores do not expire. There is no expiration for accredited college transcripts unless specific courses are outdated.
12. How long are my assessment levels valid?
    • Assessment levels are valid for two years.
13. I submitted my ACT/SAT scores. Have you received them?
    • Staff should check student record to verify if CCBC has received test scores. If the scores are not indexed in Banner Xtender, Trish Darr, Director of Testing and Assessment, has access to the SAT/ACT portals to retrieve scores. This is considered an escalation.

Registration and Scheduling

1. How do I schedule a placement test?
   • After applying, you will receive an email with instructions on whether you need an assessment and how to schedule it. Staff can assist if needed.
2. Can you schedule my placement test for me?
   • Yes, but first, we will review your student account to determine which assessment is required.
3. When are placement tests offered?
   • Placement exams are available throughout the year. Check the testing calendar for availability.
4. Can I reschedule my placement exam?
   • Yes, contact the Testing Center at least 48 hours in advance.
5. Can I take my placement test online?
   • Possibly. Contact the Testing Center for proctored online exam options at testingcenterappoint@ccbcmd.edu.

Exam Format and Content

1. What subjects are covered in the placement exams?
   • Subjects include math (ALEKS), reading, and writing. Your specific exam depends on your program or major.
2. What format do the placement exams follow?
   • Placement tests are computer-based, untimed, and proctored. They may include multiple-choice questions, writing samples, or other components.
3. Can I use a calculator or other resources during the exam?
   • Only if you have approved accommodations from Student Accessibility Services.
4. How long do the placement exams take?
   • Exams are untimed, but plan for 60-90 minutes for ALEKS Math.

Preparing for the Exam

1. Are there study materials available for placement tests?
   • Yes. There are YouTube prep materials for ALEKS, but no official prep materials for ESOL or SDP tests.

Results and Next Steps

1. I completed my assessment(s), where did I place?
   • Staff should refer students to Academic Advisement for score interpretation.
     1. Check SOATEST to verify test has been completed.
2. Where can I find my placement/assessment results?
   • Your scores are provided immediately after completing the exam. You can also request a copy at the Testing Center.
3. What is the process to retest in English, ESOL, or Math?
   • To retest in English, ESOL, or Math, please connect with the Testing Center for retesting procedures.
4. What happens if I don’t pass a placement test?
   • If you do not perform well, we will help determine the best next steps, which may include taking developmental courses or retesting to improve your score.
5. Can I retake a placement test if I'm not satisfied with my score?
   • Yes, but retesting requires approval. Contact the Testing Center at testingcenterappoint@ccbcmd.edu for retesting rules.
6. How will I receive my exam results?
   • Results are provided immediately after completing the exam.
7. Can I register for classes if I only completed one assessment?
   • No. You must be fully assessed before enrolling if you are a degree- or certificate-seeking student.

Additional Support

1. Is there support for test-takers with disabilities?
   • Yes. Contact Student Accessibility Services to arrange accommodations.
2. Who can I contact for more information?
   • Students should contact the testing center via phone, email, or by visiting CCBC Testing webpage.
     1. Provide students with department contact information.

ESOL Assessment

1. What is ESOL?
   • ESOL stands for English for Speakers of Other Languages. It helps non-native English speakers improve reading, writing, speaking, and listening skills.
2. Who is required to take the ESOL placement test?
   • Non-native English speakers must take the ESOL placement test to assess their proficiency level.
3. What is covered in the ESOL placement test?
   • Reading comprehension, sentence structure, and grammar.
4. How do I schedule the ESOL placement test?
   • Contact the International Student Services Department.
5. Are there study materials for the ESOL placement test?
   • No official study materials are available.
6. Can I skip the ESOL placement test if I have previous English coursework?
   • Possibly, if you have TOEFL, IELTS scores, or accredited coursework. Contact an academic advisor to determine exemption eligibility.
7. What happens if I don’t pass the ESOL placement test?
   • You will be placed in an ESOL course designed to improve your English skills before enrolling in college-level courses.
8. Can I retake the ESOL placement test?
   • Retesting is possible but requires approval from the Testing Center. Contact testingcenterappoint@ccbcmd.edu for details.
9. Are ESOL courses required for all students whose first language is not English?
   • Yes, unless they qualify for exemption.
10. How do ESOL courses affect my course registration?
    • ESOL courses provide a foundation in English before taking regular college courses.
11. What if I’m already fluent in English?
    • You must still take the ESOL test. If your results show proficiency, you may not need ESOL courses.
12. Can ESOL students take regular college courses?
    • Yes, but depending on proficiency, some may need to complete ESOL courses first.
13. How will I know which ESOL level I am placed in?
    • After completing the exam, you will receive an email with your placement.

Key Takeaways

1. Determine if a student is required to complete an assessment, assist students with scheduling placement exams, and refer inquiries to the Testing Center vanity inbox.
2. Enforce that only official score reports are accepted.
3. Advise students on required ENGL/MATH completion within 24 credits.
4. Next Gen Accuplacer is only for high schoolers (while still enrolled).
5. Referral to Advisement for score interpretation.

Referral Pathway

If service expectations are not met, issues should be escalated as follows:

1. Level 1: Student Central Specialist → Initial resolution attempt.
2. Level 2: Testing Center Vanity Email → Formal review and resolution.

SLA Review & Continuous Improvement

This SLA will be reviewed annually to ensure alignment with student needs and institutional policies. Feedback from students and staff will inform ongoing improvements to service delivery.

Approving Stakeholders

Director of Student Central Campus Services: 
Director of Student Central Virtual Services:
Director of Testing and Assessment: