Psychometric testing services

psychometric testing services

    Contracts

    Contracts

    Service Level Agreement


    1. Introduction


      1. The Organisation and Catalyst Consultants are committed to the highest levels of ethical and professional conduct regarding the use of psychometric tests and this Service Level Agreement (SLA) provides the foundation for such practices. This will ensure that the interests of the candidates, the organizations and the psychologists are protected.


      1. Psychologists are bound by professional and legal standards laid down by the Health Professions Council of South Africa (HPCSA), appropriate legislation, and psychometrics policy which among other things prevents them from:

    • Disclosing information about the candidate or his/her results inappropriately

    • Using tests unethically or inappropriately

    • Causing harm to a person through the inappropriate use of tests


    1. The Organisation’s Obligations


      1. Communication


    • The organisation undertakes to keep Catalyst Consultants informed and updated with regards to any information that is required by them to ensure efficient and effective service. This includes modifications of test procedures, changes in test battery composition and norms or standards as well as changes in the business or its environment that may impact on ethical or/and assessment procedures or standards of assessment and reorganization within the company, changes in recruiting standards or processes or legislative requirements.


      1. Making appointments


    • No candidate should be sent for psychometric testing without prior interviewing by the relevant line manager or HR representative.

    • Only an authorized employee, i.e. line manager, HR coordinators, HR specialists or HR consultants may brief a psychologist to test an applicant.

    • No requests for re-testing of candidates or deviation from set psychometric batteries may be made without prior consultation with permission from the relevant manager and the consulting psychologist.


    • An appointment made telephonically has to be confirmed, in writing within 24 hours (one working day) with the following information:

        • The requesting manager’s name and contact details (email and phone number)

        • The HR contact’s name and contact details (email and phone number)

        • Name and contact details of the person who is responsible for payment of invoice and to whom the invoice should be sent

        • The reason for the assessment, e.g. selection, career development

        • The job title

        • The job profile and description

        • The candidate’s name and contact details

        • Whether the candidate has been tested before, when and by whom

    • Appointments cancelled by company will be charged at the following rates:

      • 48 hours (two working days) notice or more: No charge

      • 24 hours (one working day) notice: 50% charge

      • No show, no attempt to cancel: Full fee charge

    • For block bookings of a day or more, psychologists need one full working week’s notice of cancellation or they will charge for in full, unless otherwise agreed upon.

    • The employee making the request for testing must provide the candidate with all relevant information pertaining to the testing procedure, including the reason for the testing, the expected length of the assessment battery, ways in which to prepare for the assessment, what documents to bring as well as contact details for cancellation. Attached to this document in Annex one is further information which can be provided to the candidate.

    • Where possible, the psychologists appreciate input from line managers about their recruitment needs regarding person and job specifications. Furthermore specific pointers from the interview process which bear further investigation should be included in the job specification.

    • When making appointments for psychometrics, candidates who have just come off a night shift will need to reschedule and they will be turned away as they will not be in the right frame of mind to complete the testing process.


      1. The submission of reports


    • The HR community are the custodians of the psychometric reports.

    • Once the psychologists have submitted the report to the relevant HR employee, this person can then access it and give it to the requesting line manager.

    • The line manager is encouraged to speak directly to the psychologist about the report in order to discuss the results of the candidate in more detail.

    • All hard copies of reports accessed should be destroyed immediately after the selection decision had been made.

    • Where applicable, the purchase order numbers (PO’s) need to be received in good order prior to the reports being released.


      1. Payment of invoices


    • Once the report has been submitted to the relevant HR employee, the psychologist will be entitled to submit the invoice to the relevant billing person.

    • Invoices must be paid within two weeks of presentation of an invoice at the latest.


      1. External recruitment agents


    • No external recruitment agent may:

        • Brief psychologists to test their candidates

        • Request feedback or reports about their candidate/s from either the psychologist or the company

        • Receive a psychometric report on behalf of the company

        • Be given information about the content of any assessment tests that would allow them to prepare future candidates for such testing and give them an unfair advantage over other candidates

        • Contact a psychologist directly about company business matters


      1. Testing at company venues


    • Appropriate venues for large groups should be booked and confirmed well in advance by the relevant HR person with input from the psychologist

    • Candidates need to be provided with directions to the venue by the relevant HR person

    • If candidates are going to be there for longer than two hours, the organisation must provide refreshments and lunch if necessary


    1. The Psychologist’s Obligations


    3.1 Making appointments

    • Psychologists should ensure that their customers have updated and current contact information.

    • Psychologists should accept appropriate amounts of work in order to meet agreed upon turnaround times as well as to ensure that the candidates feel that they are receiving personalized attentions. Guidelines as follows:

    • Full executive battery assessment by one psychologist: Maximum of three candidates per day

    • Big group testing by one psychologist: Not more than 15 per group

    • Psychologists will attempt to make themselves available to test wherever possible or to refer the requester to another psychologist

    • Psychologists should acknowledge receipt of all appropriate information from the person requesting the appointment.


    3.2. Test venues


      • Psychologists should provide appropriate test venues and refreshments as required.

      • Psychologists should ensure that their customers and candidates have updated directions to the testing venue.


    3.3. Submission and storage of reports

    • Psychologists will submit full written reports to the appropriate email address within five working days after date of testing unless otherwise negotiated for larger volumes and urgent cases.

    • Verbal feedback can be given to the line managers and HR employees prior to this turnaround time with the understanding that:

        • The psychologist is convinced of the authenticity of the person requesting feedback

        • The initial feedback is a preliminary overview of results, and further details may emerge in the final report that could affect the final decision.

        • Psychologists will comply with all procedures for the submission of written reports and raw scores.

        • Psychologists are required to retain all hard copies of test material and raw scores for a period of five years or any other time period specified by law that exceeds this period.

        • Before destroying any test hardcopies and raw material, these should be offered to the company for their records


    3.4. Report quality


    • Psychologists are required to meet the minimum standards for report quality as agreed between the psychologist and the organisation.


    3.5. Customer relations


    • Psychologists are encouraged to build and maintain open communication with their customers in order to optimize the services offered to the business. This should involve regular site visits aimed at keeping the psychologists updated and in touch with customer needs, as well as providing a discussion forum about matters pertaining to assessment or other issues.

    • All reports should be followed up with an invitation to the line manager to discuss details and implications of the report.

    • In the interests of good business practices and in order to provide feedback to the psychologists, customer service surveys will be conducted from time to time and personalized feedback will be given to the psychologists

    • Psychologists should provide any feedback regarding barriers to providing the appropriate levels of service or ethical breaches that come to their attention.


    3.6 Feedback to candidates


    • Only oral feedback will be offered to candidates by the psychologist. Candidates will assume responsibility for making appointments to receive their feedback if this cannot be provided immediately after assessment.

    • Telephonic feedback will be provided only by exception

    • Feedback is provided for as part of the initial assessment charge. Psychologists reserve the right to charge for “refresher” feedback sessions

    • Candidates who insist on written feedback or the original report must be referred to the relevant HR employee of the company.

    • Line managers are not to give feedback to candidates with regards to their results, rather they should refer the candidates to the psychologists for an appointment.


    3.7 Communication with the HR department


    • Psychologists are requested to respond to all communications and requests from the HR department within two working days of having received them.


    3.8. General


    • When testing candidates, psychologists should endeavour to act professionally and ethically at all times in their interaction with candidates.

    • Should psychologists have any concerns or grievances, these should be addressed directly to the appropriate HR employee who is best placed to handle them.

    • Psychologists will comply with all prevailing registration, regulations and conventions in rendering their services.

    • Psychologists will hold all information disclosed to them in the strictest confidence and not disclose such information to any person except in compliance with this SLA or applicable legislation or statutory directive.

    • If the candidate is regretted, it is important for the organisation to ensure that the candidate understands that the assessment process is only part of the whole recruitment procedure. Factors such as interviews, reference checks and role plays contribute to the final decision and hence it is imperative that the candidate understands this.