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

2. 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

3. 2018 Test Volumes

4. Current Testing Locations

5. 2018 Exam Pass Rates - YTD
*Note: Only 1 candidate has taken the Spanish written exam

6. 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

7. 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

8. Key Customer Service Contact Information
Webpage:
Phone:
Prometric Mailing Address: Attn: WY Nurse Aide
Prometric
7941 Corporate Drive
Nottingham, MD
Hours of operation: 6:00AM to 4:00PM Mountain Time, M-F

9. 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