Unlocking the Path: Perspectives into Navigating Certification Appeals

I.C.E. Exchange Program Description: You have an angry candidate on the line because you’ve denied their eligibility to sit for the exam. Or maybe they missed their recertification deadline because they had a medical emergency and now their certification has lapsed. Your front-line staff can’t offer any remedy and overturn those types of decisions, but who can? Having a formal appeals process will empower your customer-facing team to provide good customer service and align your credential with industry best practices.

This session provides a comprehensive exploration of the appeal process, offering insights from both operational and quality assurance angles, complemented by engaging real-world anecdotes. Central to the foundation of any robust certification program is the alignment with NCCA standards. Thus, we'll begin with an examination of these benchmarks, and a discussion of best practices associated with the appeals process. We’ll also delve into the different types of reconsideration requests and appeals, including who may compromise the appellant body and how to select it.

Explore the essential administrative considerations that play a crucial role in shaping the appeal process, and tackle questions on appellant anonymity and the artful orchestration of information dissemination to the appellant body—ensuring a blend of comprehensiveness and clarity. Individuals from both programs with no current formal appeal process and those with an established appeals process who seek to stay abreast of best practices will benefit.