IELTS Operations

1. IELTS Operations An Overview

2. Part 1 – General Information • What is IELTS? • Who runs IELTS? • Who needs IELTS? • Who wants IELTS results? • Where can the IELTS Test be taken? • What are the 4 parts of the IELTS Test? • When do candidates get their results?

3. IELTS – Introduction • IELTS stands for International English Language Testing System • Test of communicative proficiency, designed to assess the English language ability of people who intend to study or work where English is the language of communication • High Stakes Test with 2 Versions (Academic and General Training) • Required for access to university courses abroad and within the country, immigration to Australia, Canada, New Zealand and for professional registration in the fields of medicine, engineering and law. • Available in 135 countries • Recognised by over 8,000 institutions – more than 3,000 in USA • Over 2 million tests taken in 2012

4. IELTS – Test Partners The IELTS Test is run by three partners: • British Council (Test Delivery, Quality Control, Marketing, Examiners) • IDP: IELTS Australia(Test Delivery, Quality Control, Marketing, Examiners) • Cambridge ESOL Examinations(Test paper content, production and distribution)

5. IELTS Test TEST DAY Listening 40 mins (4 sections, 40 questions) Reading 60 mins (3 sections, 40 questions) Writing 60 mins (2 sections, 20 and 40 mins) TEST DAY OR 7 DAYS BEFORE OR AFTER Speaking 11-14 mins (3 sections)

6. Part 2 – Invigilating the Test • What is my role & responsibility before and on the test day? • What materials do I work with? • How do I set up the test room? • What is the candidate journey? • How do I conduct an ID check? • How do I lead candidates through the test day? • How do I deal with unexpected incidents / malpractice / complaints? Which forms do I need to fill in?

7. Professional Standards • Before you can work for IELTS/British Council you MUST • Sign the Code of Practice • Confidentiality undertaking • Sign a Contract • These documents are important for three main reasons • Set out IELTS expectations for the job holder • Protect us • Protect you • ALL staff must adhere to these rules

8. Customer Care Invigilators and test day staff • The important face-to-face contact for customers • The representatives of IELTS and Test Centre • Responsible for delivering IELTS standards for test day IELTS rely on them to be professional, courteous and polite because: • Their work reflects on IELTS and test centre’s reputation • Their behaviors, approach and response decide candidates’ compliments or complaints. Dealing with the latter isn’t always FUN! GOOD TRAINING + GOOD INVIGILATORS = GOOD IELTS DAY!

9. Complacency • Each test session is DIFFERENT • Different candidates • Different personalities • Different expectations • Different reasons for taking test • Different reactions to certain situations • Different venues • SAME rules and ways of dealing with situations

10. Security • Security cannot be compromised by customer care • You can be polite but still not give them anything that you‘re not supposed to • They CANNOT take the test without the correct & valid ID • They CANNOT leave the room once ID check is completed • Compromising the rules = messing up test validity and reputation

11. Invigilator Dress Code • Invigilators should make sure they look presentable, clean and tidy on the test day • Invigilators MUST wear a name badge • Invigilators should wear shoes and jewellery that don‘t make any noise when walking through the test room during the test • All staff bags and belongings including mobile phones must be left in cloakroom- NOTHING may be taken into the test room

12. IELTS Test Day Timeframe • Venue Staff arrives at: ???? • Candidates arrive by: ???? • ID Check: ???? • Start: ???? • Listening: approx.: ???? • Reading: approx.: ???? • Writing: approx.: ???? • Morning session finish: ???? • Speaking Tests: ???? at 20 minute intervals either on test day or 7 days before and after

13. IELTS Test Materials • Supervisors take IELTS test materials to all Test Venues in locked suitcases • Head Invigilators are responsible for checking the suitcase upon opening & have to report any discrepancy immediately to the Supervisor • Listening papers ONLY are to be opened after all the candidates have entered the test room. All other test papers can be opened and counted throughout the morning. • Invigilators must NEVER leave test papers unattended during the morning session • Head Invigilators are responsible for the secure return of ALL test materials to the Supervisor at the end of the morning session

14. IELTS Test Materials • Listening & Reading Answer Sheets(OMRs – Optical Mark Recognition) • Writing Answer Sheets (WAS) • Question Booklets: Listening, Reading (AC&GT), Writing (AC&GT)(sealed plastic bags – to be returned) • Attendance Register, Candidate Entry Form, Desk Labels, Seating Plan • Folder containingInvigilator Script, Transparencies, Test Day Incident, Malpractice and Complaint Forms • (Speaking Test Timetable, Speaking Examiner Record x 2) • (Signage) • Pencils, erasers, pens

15. Preparing the Test Room Room Set-Up: • Minimum desk spacing: 1.25m in all directions • Room: clean, sufficient light, suitable temperature • Non-IELTS posters/notices off the walls • Test signage posted on all relevant doors • Clock • OHP • CD Player (check once before candidates enter the room)

16. Preparing the Test Room • Desks: a minimum of 1.25m spacing between centre of each desk in all directions • 2 pencils & 1 eraser per desk before the Listening Test • Desk Labels • Desk Labels provide the following information: Candidate Name, Candidate Number, ID Number, Module,First Language Code, Speaking Test Appointment Time • Affixed to the desk by blue tack. Best results: use address labels • Candidates could take their desk label with them after the test (Candidate Number required for Online Results)

17. Preparing the Test Room • Seating Plan

18. Test Room Tasks • In large test rooms the Head Invigilator/Supervisor must: • Before: • Assign tasks • Assign rows • During: • Read the script • Take responsibility for the counting in and out of papers • Observe the whole room • After: • Take responsibility for handing over the papers to the Supervisor

19. Preparing the Test Room Information on Whiteboard / Flip-Chart: • IELTS Test - DATE - VENUE • Test Centre: British Council • Centre Number: • Part 1: Listening • Part 2: Reading, Start: TIME Finish: TIME • Part 3: Writing, Start: TIME Finish: TIME • Part 4: Speaking

20. Customer journey

21. Cloakroom • Separate lockable room, staffed by one Invigilator • Invigilator’s job to check nothing except for ID/Passport being taken out of the room especially mobile phones • Candidates must leave all their belongings – jackets, bags etc. – in the cloakroom for the duration of the test • Men must also leave their wallets • Candidates are not allowed to use their own writing materials or dictionaries • Candidates are not allowed to take bulky clothing into the test room or wear hats and caps

22. Cloakroom • Invigilator has to specially remind Candidates to leave their mobile / smart phones(switched off), MP3 playersand walletsin the cloakroom • Using sealed envelopes for security management of valuable items (Protect candidates and staff from dispute over loss) • Candidates can only take the following items into the test room: ID/Passport, transparent water bottle, medical glasses (not Google) • No Personal Writing equipment such as highlighter pens • The cloakroom should be locked or supervised throughout L/R/W test (Beware of theft!)

23. ID Check • Compare the situation to getting on a plane for a holiday • You cannot enter a country without a valid ID/passport • You cannot get on a plane without a valid ID/passport • IELTS is a high-stakes test for migration to another country • So why should they be allowed to take the test without the correct valid ID/passport? • ALL candidates MUST go through the ID check to enter the room – NO EXCEPTIONS

24. ID Check • In their own country, candidates can register with their National ID Cardor Passport. Citizens of other countries must register with their Passport as proof of identity. • Driving licenses, Student ID Cards etc. are not acceptable forms of identification • Candidates failing to supply the required document must not be allowed to sit the test or any part of it • THERE IS NO EXCEPTION TO THIS RULE • Don‘t allow any Candidate to put you under pressure. If in doubt, call the Supervisor immediately

25. ID Check • Photograph Identity? • Surname, Name Spelling, all names recorded? • Date of Birth Correct? Do they look the correct age? • ID Number Correct? • Module A or GT? • Expiry Date Valid? • Signature Identical? • (If the signatures don‘t match, get the candidate to sign another piece of paper five times) • Do not attempt to deal with administrative questions on the test day. Ask the Supervisor or advise the candidate to contact the Paris office.

26. Attendance Register • Key document • Tick off candidates as they pass through the ID Check • Candidates must sign the form • Record Absentees • Record partial absences • Record and highlight any changes (change of module, spelling mistakes etc.) • Return attendance register with absentees’ desk labels attached

27. Test Day Photography (IAM) • Supervisor will set up the system, you might have to “man it“ • Candidate must sit approx 1.5m from the camera • Enter the ID number into the system – the profile will appear • Click the “take photo“ button on the system • If the photo is ok (head within the circle on the screen) click “save to database“ • Once the candidate has had their photo taken they MUST go into the test room and may NOT leave again for ANY reason. • One invigilator MUST remain in the test room to observe the candidates (who may talk to each other) and make sure the papers etc are secure.

28. Test Day Verification (IAM) • If the candidate has already taken the speaking test before the written test • Procedure on the test morning is to verify • Compare photo in system with person and their ID • Click update in system • Once candidate has been verified they must be escorted straight to the test room and MUST not be allowed to leave your sight

29. Impersonators Ifyoususpect a Candidateis an impersonator: • Call thesupervisorover • Do not allowthemtositthetestuntilyouaresatisfiedwiththe ID documentationprovided & theiridentity • Check thephotographandsignature • Geta secondsignature on anothersheetofpaper (5 times) • Ask further questions (date of birth, entry to country Schengen visa, star sign etc) • Ensure you capture the candidate‘s photo on IAM camera before they leave the test venue (with or without completing the test)

30. In the Test Room • One Invigilator should be in the room to help Candidates find their desks and look out for mobile phones etc • A second Invigilator must be in charge of the test papers at all times • Check if Candidates are sitting in the correct place • Make sure their ID documents are placed on their desks in full view for the duration of the written tests • Candidates may not take their own pens or pencils into the test room • Ask Candidates to keep their water bottles on the floor to avoid spillage onto test papers

31. During the Test – Do’s • Invigilators should: • Be alert and watchful throughout the test • Move around quietly and unobtrusively and check IDs against desk labels randomly • Respond quickly if they see a Candidate raise their arm • Be professional in their behaviour with Candidates and other Invigilators • Collect desk label of any Absentee – give to Head Invigilator who should write absent on it and return to Supervisor with all papers

32. In the Test Room – Dont’s • Invigilators should not: • Read – no books, newspapers, magazines etc. • Eat – no breakfast, snacks etc. • Drink coffee – the smell might be considered distractive • Leave the room for extended periods of time • Help Candidates with test questions • “read the instructions carefully”

33. Invigilator Script • Head Invigilators MUST follow the Invigilator script word for word, so that Candidates in all centres receive exactly the same instructions • Instructions must be given in English only • Instructions are not to be translated into the local language • Test day language is English ONLY • Invigilators must be familiar with the script and related procedures

34. Test Introduction – Head Invigilator • Read out the introduction part of the script – do not add or leave out anything from the script • Speak slowly and clearly • Emphasise the rules • Hand out the OMRs • One Invigilator shows on the OHP how to fill in the Listening side of the OMR • Other Invigilators walk around the room to check if Candidates are filling in the information correctly and provide help where necessary • Check thatcandidatesare not using a pentofill in the OMR

35. Invigilator Script – Key Rules • Key Rules for Candidates: • EMPHASISE THEY MUST NOT OPEN THEIR TEST BOOKLETS UNTIL THEY ARE TOLD TO DO SO • They must not take any Test Materials out of the • They must not remove any pages from Question Booklets • They must remain seated, not speak to other Candidates, raise their hand if they need assistance • They must not cheat (talking, copying, using prepared notes, writing after they have been asked to stop) – every attempt results in disqualification • Complaints must be made on the test day

36. Invigilator Script – Key Rules Toilet Rules • Candidates give their ID to an Invigilator and are escorted to the toilet by an Invigilator, one at a time • The Candidate‘s OMR or WAS must be covered – another Invigilator can do this as soon as the Candidate leaves his/her desk • No extra time is given for Toilet Breaks • It is not possible for Candidates to go to the toilet while: • The CD is playing • Instructions are being given • In the last five minutes of any part of the test • While the papers are being counted after each part of the test

37. Invigilating the Listening Test • Conduct a sound check - play the CD for a few seconds • Check if everyone can hear – adjust volume if required • While CD is playing: no bathroom breaks allowed, no moving around the room • After the recording has finished, Invigilators must ensure that Candidates are transferring their answers to the OMR in the last 10 minutes in PENCIL. • CHECK THEY ARE WRITING ON THE LISTENING SIDE OF THE PAGE. • Do not forget to remove the CD from the CD player (turn the sound off or volume down before doing anything!) • During the last 10 minutes (and not before) the Head Invigilator can open and start counting the Reading papers.

38. After the Listening Test • Collect the question booklets – numerical order, check number against desk label • Stand and wait if they haven’t filled it in! • Use OHP to show Candidates how to fill in the Reading Side of the OMR • If you find that a Candidate has filled in the wrong side by mistake, hand out a new one and direct the Candidate to the reading side • If this error is noticed only at the end of the Reading Test, make a note on the OMR and initial it (THIS SHOULD NOT HAPPEN IF YOU ARE BEING VIGILANT – LOOK AT EVERY CANDIDATE‘S PAPER CAREFULLY)

39. Invigilating the Reading Test • Duration: 1 hour • Time Checks are given after 20, 40, 50 and 55 minutes • Write the start and finish times on the board • No extra time is given for the transfer of answers from the Question Booklet to the OMR – Candidates must complete the Answer Sheet within the time given • During the last 10 minutes, Invigilators must ensure that Candidates are transferring their answers to the OMR • The Head Invigilator can open and count the Writing papers during the Reading test • Collect the question booklets – numerical order, check number against desk label • Stand and wait if they haven’t filled it in!

40. Invigilating the Writing Test • Duration: 1 hour • Time Checks are given at 20, 40, 50 and 55 minutes • Write the start and finish times on the board • Candidates may use a pen – hand the pens out during last 2 mins of the reading test • Candidates can only make rough notes on the Question Booklet, no extra paper is provided • Candidates can request additional Writing Answer Sheets if they are needed for their answer – they must fill in name and candidate number

41. Collecting Papers Same procedure at the end of every part of the test: • Head Invigilator: • Has a clear view of the room • Ensures that all Candidates stop writing • Challenges anyone who continues to write • Ensures that no one attempts to hide any test papers while they are being collected • Ensures no Candidates leave the room before all papers have been counted back in • Double-counts & records all papers before moving on to the next part of the test

42. Collecting Papers Invigilators: DO NOT RUSH – security before speed! • Collect question booklets and answer sheets separately • Collect papers in ASCENDING NUMERICAL ORDER • Compare the name and candidate number on each test paper carefully with those on the desk label before the paper is lifted from the desk • Candidates are not allowed to leave the room while the papers are being collected • Gives papers to Head Invigilators for him/her to count and observes candidates while he/she is counting

43. After the Writing Test • Announce where and at what time speaking tests will be held in the afternoon/next week • Point out that appointment times are stated on the desk label & that Candidates should arrive at least 20 minutes before their interview • AdviseCandidatesthatanychanges due toabsences will be on thenotice outside thetestroom • Remind Candidates to bring their ID to the Speaking Test • Tell Candidates that their results will be available online 13 days after the test date and make sure they take their desk label with them

44. Handing back papers • Please put papers back in blue plastic bags • Label the bags with the contents inside it • Send all bags back totest centre’s main office • MOST IMPORTANTLY – Head Invigilatorhandsoverpapersetcto Supervisor when he/sheis not distracted/dealingwith a candidate. • Youmay not leaveuntilthe Supervisor hascountedthepapers and givespermission.

45. Speaking test Before candidate’s entry to Interview room, Invigilator must ensure: • Candidate’s ID check and Photo verification / taking completed; • Attendance Register / Apportionment list with candidates’ details signed • Bags, Jackets & Electronic Devices locked away or left with invigilators • Speaking Examiners’ Rooms are set up & equipment checked • Examiners signed and counted Speaking test materials on receipt • Know the location and number of toilets, entrance, emergency exits • Know where to direct candidates to in case of leaving for emergency • Know fellow invigilators’ roles on the day and agree on liaison

46. Speaking test During the interviews are taking place: • Do not leave candidates’ belongings unattended • Ensure you coordinate with the other invigilator based in other floors • Ensure you keep an eye on noise level around speaking test rooms • Be vigilant to candidate’s movement after finishing the test • At examiners’ breaks, if you help them keep materials, never leave them on the registration desk or among candidates’ belongings After the last Speaking test: • Collect all test materials from examiners with sign in procedures • Check the interview rooms for any unexpected leftover materials

47. Dealing with the Unexpected • Stay calm • Keep an eye on the time • Act with a view to minimize inconvenience to the majority of candidates & bear in mind possible implications • Alwayscallthe Supervisor – he/shehasthe final say • Use your initiative but do not break the rules • Complete a Test Day Incident Report Form

48. What could happen…? • Late arrival of candidate • Sickness during the test • Technological failure • People wanting to leave the room after checking in • Candidates filling in the OMR incorrectly – wrong answers in wrong boxes • Cheating • Complaints

49. Late arrival • Check if anyone can stay behind to administer the listening test again. If someone can: • Make sure candidate goes far away so they can‘t hear the listening test. Tell them to come back during the transfer time • Make sure that you check ID carefully and follow ALL procedures as if for normal test • Make sure candidate stays separated from other candidates at the end of the writing test • Make sure late candidate‘s OMR, CD and 1 unused listening question paper are kept separate to ease the handover

50. Dealing with Malpractice What is considered malpractice? • Opening test booklet before being told to do so • Copying from another Candidate • Using prepared notes • Speaking or giving answers to another Candidate • Attempting to swap identities with another Candidate • Attempting to impersonate another Candidate • Attempting to remove test materials from the room • Continuing to write after being told to stop