Wyoming Nurse Aide Competency Evaluation Program Quarterly Business Review October 26, 2018

Wyoming Nurse Aide Team Global Account Management Kelsey Johnson – Account Manager and primary POC Stacy Lawson – Director and escalation POC Holly Dance – Vice President, Global Account Management Test Development Diann Brady – Test Developer Subject Matter Expert Teams Nurse Aide Evaluators Deb Guyer – Senior NAE Team of on-staff RNs Operations Region 4 Support Team Corwin Sample– Operations Service Manager for team supporting Wyoming testing Nancy Patterson – Director of Operations Services and escalation POC Customer Service 30+ customer service representatives dedicated to support of nurse aide testing and Registry programs

2018 Test Volumes

Current Testing Locations

2018 Exam Pass Rates - YTD *Note: Only 1 candidate has taken the Spanish written exam

Service Level Performance Call Center Stats Answering 80% of calls in 90 secs.   MARCH APRIL MAY JUNE JULY AUG SEPT Avg YTD Calls Offered 97 184 179 162 188 206 160 168 1176 Calls Answered 89 173 178 201 159 164 1146

Average speed of answer in seconds Call Center Stats Average speed of answer in seconds Call Abandon Rate Offered 97 184 179 162 188 206 160 Abandoned 8 11 1 4 5

Key Customer Service Contact Information Webpage: www.prometric.com/nurseaide/WY Email: wycna@prometric.com Phone: 800.742.8736 Prometric Mailing Address: Attn: WY Nurse Aide Prometric 7941 Corporate Drive Nottingham, MD 21236 Hours of operation: 6:00AM to 4:00PM Mountain Time, M-F

Reporting Overall Pass Rates & Rates by Attempt Pass Rates by Training Program Written Oral Clinical Skills Pass Rates by Testing Site Pass Rates by Evaluator