Reporting Exam Concerns to Credentia and
DHSR
Candidates:
- For general support, email Credentia at [email protected] or
call 888-204-6249
- If taking the exam and need technical support, call Credentia at 877-848-3926
Credentia’ s customer service is available Monday through Friday, from 8:00 am to 8:00 pm.
Program Coordinators and Test Sites:
Credentia’ s customer service is available Monday through Friday, from 8:00 am to 8:00 pm.
When Reporting Test Issues or Concerns to DHSR
DHSR partners with the Program Coordinator at each community college, healthcare facility, and proprietary
school. DHSR partners with the Health Science Education Consultant at the Department of Public Instruction (DPI)
regarding high school Candidates.
Please allow the testing vendor 5 business days to research and implement a resolution prior to
contacting DHSR. Once a resolution is reached, the testing vendor will notify the individual(s) who contacted
their Customer Service Department. It is recommended that the Candidate or Test Site report the concern to the
testing vendor since they can accurately communicate the issues they experienced firsthand.
If an issue or concern has not been resolved by the testing vendor within 5 business days, Test Sites and/or
Training Programs should provide the following information so that we can better understand how many Candidates,
locations, and counties are impacted in North Carolina.
- Ticket Number Issued By The Testing Vendor to the Candidate or Test Site
- Candidate Name or Candidate ID Issued by the Testing Vendor
- Test Date (if applicable)
- Description of Issue
If a ticket number was not issued, then please provide the date when the testing vendor was notified so that
customer service records can be reviewed within the testing vendor’s tracking systems.
DHSR Contact Information:
General Information:
- Candidates are encouraged to review the Candidate Handbook prior to scheduling an examination.
- The minimum number of Candidates required for the skills exam is five (5). Otherwise, the exam will be
cancelled.
- Test sites are classified as either a Regional Test Site (RTS) or an In-Facility Test Site (INF).
- Test sites select their RTS or INF designation, not the testing vendor.
- Test sites can choose to be a RTS, an INF, or both.
- Test sites, not the testing vendor, determine whether their test seats are available to the general public
(RTS) or only to the Candidates who completed the training course at their location (INF).
- All Candidates can see availability and schedule to take an examination at a RTS.
- Only Candidates who completed the training course at an INF can see availability and schedule to take an
examination at that specific location.
- INF locations can change the status of existing test seats and make them available to the general public by
contacting the testing vendor.
- Test sites are encouraged to share their INF open skills test seats to ensure Candidates complete the
examination in a timely manner.
- If a Candidate has concerns regarding test availability, then they should contact the testing vendor and the
training program where they completed the training course. The testing vendor will review data such as the
number of Candidates waiting to take the exam, the number of open exam seats, and the number of test dates
submitted by Test Sites.
- The current contract with the testing vendor does not require State appropriated funds or tax payer dollars
allocated by the North Carolina General Assembly for testing services to be rendered. The testing vendor is
compensated by the testing fees paid by each Candidate.
