Table of Contents
Background
The National Commission for Health Education Credentialing (NCHEC) is the national accrediting body for health education specialists. Through the Certified Health Education Specialist (CHES®) and the Master Certified Health Education Specialist (MCHES®) credentials, NCHEC fulfills its vision to promote, improve, and protect the health of people through upholding the highest quality standards in health education certifications.
In 2021, NCHEC initiated a move to PSI as their testing partner. The decision was rooted in a desire for improved client support, deeper psychometric expertise, and a seamless test taker experience, particularly in light of their commitment to live remote proctoring (LRP) and maintaining test center availability. By April 2023, NCHEC had successfully completed the transition to PSI for their testing services, including full test development, test booking, registration, test delivery, and accommodations.
“We were looking for a vendor that would truly lead us—someone with strong customer service, communication, and client support who could also bring psychometric expertise. PSI has brought that and more.”
The Challenge
In the ever-evolving health education field, NCHEC recognizes the need for a testing partner that matches their high standards and supports their growth. When the time came to look for a new vendor, the NCHEC team sought a more collaborative and forward-thinking relationship—one that offered full-service support and helped guide strategic decisions.
Two key priorities when selecting their new testing vendor were:
- Maintaining access through both test centers and live remote proctoring (LRP).
- Strengthening their exam development process with secure, scalable systems.
The NCHEC team was also looking for improvements in customer service, clearer communications with test takers, and a partner who proactively managed special accommodations, reducing their internal administrative load.
“We need a vendor that leads us through the process. With PSI, we don’t have to chase down answers—we have a partner guiding the way.”
Solution
The NCHEC testing program transition to PSI was completed on a fast-track timeline—an effort that required careful coordination, tight milestones, and continuous communication. The PSI team provided a detailed project roadmap, facilitated regular check-ins, and supported system testing at each phase.
Despite the condensed timeline, the transition was smooth. The first test administration surfaced some issues, but the collaboration between both teams led to rapid improvements and an improved process.
PSI worked with NCHEC to launch a pre-cycle LRP webinar series featuring PSI experts and Q&A sessions, with opportunities for their test takers to become familiar and comfortable with the testing experience and steps. These sessions significantly reduced the support ticket volume and helped set clear expectations around testing requirements.
Results
Once the testing program transition was complete, NCHEC capitalized on the improvements and benefits to offer an enhanced testing experience to their test takers.
Enhanced exam development
NCHEC now works closely with PSI’s psychometricians and senior test developers to manage two credentialing programs and maintain a high-quality item bank. The collaboration has led to more efficient review cycles, better use of their Subject Matter Experts’ (SME) time, and a more streamlined delivery of new test forms.
The PSI Item Banking Platform allows their SMEs to review items in advance of in-person meetings, improving productivity and reducing turnaround times. In 2023, NCHEC successfully launched two new exam forms for both credentialing programs with PSI’s psychometrics team support.
“With PSI’s Item Banking Platform and their psychometrics team’s expert guidance, our item development sessions are more focused and productive than ever.”
Improved test taker experience
With the PSI Test Taker Portal and the PSI Test Delivery Platform, NCHEC test takers benefit from broader testing options and flexibility. They now have the choice to take their test remotely with live online proctoring or visit a test center. Today, about 60% of candidates test in-person, while 40% choose LRP—a balanced mix that has remained consistent since program implementation.
To improve LRP experiences, PSI introduced new touchpoints during the scheduling process, requiring test takers to confirm technology requirements before selecting the remote proctoring modality. Combined with NCHEC’s proactive communication through webinars, these efforts have helped reduce technical support tickets and improve test takers’ readiness for their testing journey, making them feel more at ease with the testing process before test day.
Stronger test security
Test security is a top priority for NCHEC, and the organization appreciates PSI’s commitment to staying ahead of evolving risks. Whether it’s robust proctor training, video monitoring, or LRP customized flag reviews, PSI works closely with NCHEC to enforce strong test security protocols and respond to any incidents with transparency and care.
“Our Client Success Director is phenomenal. She listens, follows up, and finds solutions quickly—even supporting us during accreditation with the reports and data we need.”
Future plans
Looking ahead, NCHEC is excited to continue building on the strong foundation with PSI. Areas of interest include further leveraging technology advancements from PSI and ETS, exploring data forensics to better understand test taker behavior, and continuing to improve the test taker experience through innovation and user feedback.
For other organizations considering the move to a new testing partner to strengthen their programs, NCHEC encourages a close look at alignment—not just in services, but in values.
“PSI has been a great fit for us. They listen, they lead, and they help us focus on what matters most: delivering a high-quality certification experience.”
“We’re really looking forward to what’s ahead—from AI-enhanced tools to test security innovations. PSI’s planning for the future gives us confidence that we’re in the right hands.”
