Coronavirus (COVID-19) - Customer Communications

Pearson US Clinical Assessment

Information about our global response to COVID-19

Pearson’s Clinical Assessment business takes the health and safety of our employees, customers, and those you serve very seriously. Our teams are proactively working to provide for the safety of everyone involved with your assessment program and have well-established protocols for mitigating potential disruptions to fulfilling our commitments.

Below you will find information related to Pearson’s Clinical Assessment business and its products. This information will answer some of the most common questions we have fielded concerning our response to the COVID-19 outbreak, including:

How is Pearson monitoring the COVID-19 outbreak?

Our priority is the safety of our customers, your clients/students, and our employees while making sure we are able to honor our commitments to you. We are closely monitoring the COVID-19 situation, including any related circumstances that could affect our business. Our global incident management team reviews updated facts on the virus throughout the day in addition to working with outside agencies and in-region stakeholders.

Our dedicated team is tracking the impact of COVID-19 and we will continue to follow guidance from local authorities and governments for any impacted areas.

We continue to remain apprised of this situation with information provided from the following sources:

World Health Organization
Centers for Disease Control and Prevention (CDC)
State Departments of Public Health

What is Pearson doing regarding the safety of their offices for customers, visitors, and employees?

To reduce contamination risks, we have heavily restricted travel for all employees. We have also strongly recommended that our employees limit their non-essential domestic/leisure travel and follow all government and health professional guidance regarding gatherings.

We have asked all employees to work from home wherever possible, and in all cases to follow their government guidance regarding workplace usage. In compliance with World Health Organization guidelines, our facilities teams are taking steps to protect staff and customers in the offices that do remain open.

In all circumstances, Pearson employees who are feeling unwell are to refrain from traveling to customer or Pearson locations. Employees are advised not to return to a Pearson office or attend in-person client meetings or trainings for 14 days if they or an immediate member of their household have traveled to a Sustained or Widespread Risk classified location, as designated by the CDC (see Coronavirus Disease 2019 Information for Travel).

Does Pearson have contingency plans in place in case of a widespread business disruption?

Pearson’s Clinical Assessment business has continuity plans that include cross-training employees, utilizing alternative suppliers, allowing our teams in affected areas to work remotely, and employing backup systems and processes for critical operations.

Potential disruptions we are monitoring include, but are not limited to:

Supplier disruptions
Local quarantines that could impact customer service and/or physical fulfillment of orders
Changes in municipal-, state-, and national-level policies
Local authority or government restrictions (per guidance provided)
Transportation restrictions, including shipping and delivery of physical materials

How can remote services help Pearson’s Clinical Assessment business customers stay connected to those they serve?

While the global impact of COVID-19 is still uncertain, your clients and students are still depending on you. Many of our clinical and education assessments are available in digital format and can be administered remotely. Digital versus hand scoring is also an option for many record forms that need to be mailed in and returned to you.

For a list of digital and Telepractice-friendly assessments, please visit:

Digital Solutions

Telepractice

Are Pearson Mail-in Scoring Services affected during this time?

In preparation for the possibility that Clinical Assessment Scoring Services is required to cease on-site processing of mail-in answer sheets due to operational restrictions related to COVID-19, we are preparing to process all answer sheets through fax or email.

To limit any impact on your practice, effective immediately, we are recommending that you do NOT mail answer sheets to Pearson Clinical Assessment for processing. To better serve you, we recommend all scoring service requests be submitted by email or fax as described below. Transcription fees that would normally apply to this special scoring service will be waived during this period of disruption.

To submit a scoring request via fax or email:

Make a copy of the completed answer sheet(s) (copies transmit better via fax). 
Electronically scan the completed and copied answer sheet, then email it to AssessmentsScoring@pearson.com (emailed tests are preferred because they are often more legible); OR
Fax the copy to 319-354-7393.
Please include your processing form with the email attachment, or as a cover sheet for your fax.
On the processing form or cover sheet, please include a phone number where you can be reached and the email address or fax number you want your results sent to.

This change in processing may create slight delays in our internal processing time and we thank you in advance for your patience. These are challenging times for all of us. We appreciate you, our customers, and wish the best for all of you.

As always, do not hesitate to call us at 800-627-7271, option 3, or email us at AssessmentsScoring@pearson.com and we will do our best to assist you.

If you have more questions, or if your organization has circumstances beyond your control stemming from COVID-19, please feel free to contact us and we will be happy to see what we can do to assist you. Visit our contact us page and select "Website ordering support" for category. Fill in the required Account information and choose "Other" for sub-category. Next, describe your situation or request and we will get back with you as soon as we can.

Please bookmark this page as we will be updating it with the most relevant and up-to-date information.

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Coronavirus (COVID-19) - Customer Communications

Pearson US Clinical Assessment

Information about our global response to COVID-19

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