Top customer service questions on the GBCI rating systems

Published on: 
28 May 2020
Author: 
Vijaya Yellamraju

At USGBC and GBCI, we are committed to supporting the work that you’re doing, while we face the realities of COVID-19 and its impacts.

We’ve made a list of the top customer service questions coming in to GBCI at this time. If you have a question that is not addressed here, please feel free to contact us at any time.

EDGE

Q. Has the EDGE certification process been impacted by COVID-19?

A. The only aspect of the EDGE certification process that has been impacted by COVID-19 is the site audit process. All other aspects of certification (including registration, payments of fees, issuance of certificates and access to customer service) are operating as normal.

Q. My auditor is unable to perform my project’s site audit due to COVID-19. What should I do?

A. If your project site is accessible to an on-site inspector, but not the EDGE Auditor, your auditor can perform a remote audit. If your project site is not accessible to anyone—for example, due to a transportation lockdown or state of emergency in a region, then you can postpone your site audit. Please review a recent article from IFC for more details.

Q. My project has been delayed due to COVID-19. Can I seek an extension from IFC?

A. A liberal extension policy is in place, should your project need more time, particularly between the preliminary certificate stage and final EDGE certification. Simply reach out to IFC to receive an extension for your project.

Q. I have an EDGE exam scheduled with Prometric and would like to cancel/reschedule, due to concerns about COVID-19.

A. Prometric administers the EDGE exam; learn more on the Prometric website.

If you have an existing appointment to take an exam, you will receive email instructions on how to reschedule your appointment to a future date, once it is safe to resume testing, and no rescheduling fees will be applied.

If you are looking to schedule a new appointment, search for available appointments at prometric.com/edge. Visit prometric.com/closures for the full list of the operating status of test centers in all locations around the world.

You may also wish to consider taking the EDGE exam from the comfort of your home, as long as your workspace and computer meet the requirements specified in the Candidate Information Bulletin. You can schedule your online exam appointment via email.

You can find the up-to-date status of Prometric test centers and exams at prometric.com/corona-virus-update. Please contact IFC or Prometric with any further EDGE exam questions.

Q. I am unable to schedule my exam within my exam eligibility period. Can I get an extension?

A. Yes. Please contact IFC with your full name and Eligibility ID number.

Q: Who can I contact if I have further questions or would like to discuss special circumstances related to COVID-19 for my project?

A. Should you have any additional questions regarding the impact of COVID-19 on EDGE certification, please contact us.

TRUE

Q: Our TRUE application submittal has been delayed, or we need to put a hold on a review that is under way; can we have more time?

A: There are no deadlines by which a registered TRUE project must submit for review, so submit your project whenever you are ready. For projects under preliminary review, you may take as much time as needed to submit preliminary review responses or to pause the review process entirely. Please notify GBCI if more time will be needed by replying to the most recent email chain regarding the review.

Q: Has the TRUE review process been impacted by COVID-19?

A: The on-site assessment portion of the TRUE review process has been suspended to reduce the health risk for project teams and our assessors. In lieu of the site assessment, GBCI may request additional documents, conduct phone calls and/or perform a virtual live stream audit, depending on the project circumstances. Please contact GBCI for additional information.

Q: Our diversion performance has been impacted by COVID-19. What does this mean for TRUE certification?

A: We understand diversion performance may be impacted at this time due to circumstances out of your control. GBCI is here to help and is working with all registered and certified projects on solutions to address these challenges while keeping on track for certification. Please contact us with a description of your situation and how your diversion performance is being impacted, and we will determine a solution for you.

GBCI will also grant requests for extensions to submit annual data or lengthen the reporting period for certified projects. We encourage all certified projects to continue checking in with GBCI, even if your diversion performance has been negatively impacted.

Q: Who can I contact if I have further questions or would like to discuss special circumstances related to COVID-19 for my project?

A: If your project has submitted a registration form or is in the review process currently, please reply to the most recent email chain you have with GBCI to send your question. Otherwise, please send your questions via email.

GRESB

Q. Are there any changes to the GRESB timeline as a result of COVID-19?

A. In response to GRESB member feedback and guidance from governance bodies, GRESB has extended both the GRESB Real Estate and Infrastructure Assessment submission deadlines to Aug. 1, 2020. View the updated 2020 GRESB Assessment timeline.

SITES

Q. I have a SITES AP exam scheduled with Prometric and would like to cancel/reschedule, due to concerns about COVID-19.

A. Prometric administers the SITES exam; learn more on the Prometric website.

If you have an existing appointment to take an exam, you will receive email instructions on how to reschedule your appointment to a future date, once it is safe to resume testing, and no rescheduling fees will be applied.

If you are looking to schedule a new appointment, search for available appointments on prometric.com/gbci. Visit prometric.com/closures for the full list of the operating status of test centers in all locations around the world.

You can find the up-to-date status of Prometric test centers and exams at prometric.com/corona-virus-update. Please contact GBCI or Prometric with any further SITES AP exam questions.

City Climate Planner

Q. I have an Urban GHG Inventory Specialist exam scheduled with Prometric and would like to cancel/reschedule.

A. Prometric administers the exam required to earn the Urban GHG Inventory Specialist credential. Learn more on the Prometric website.

If you have an existing appointment to take an exam, you will receive email instructions on how to reschedule your appointment to a future date, once it is safe to resume testing, and no rescheduling fees will be applied.

If you are looking to schedule a new appointment, search for available appointments on prometric.com/gbci. Visit prometric.com/closures for the full list of the operating status of test centers in all locations around the world.

You can find the up-to-date status of Prometric test centers and exams at prometric.com/corona-virus-update. Please contact GBCI or Prometric with any further Urban GHG Inventory Specialist exam questions.

ISSP Sustainability Professional Certification

Q. Am I able to take the ISSP Sustainability Associate and/or ISSP Certified Sustainability Professional exams at this time?

A. Kryterion administers the exam required to earn the ISSP-SA and ISSP-CSP credential. ISSP-SA and ISSP-CSP exams may be taken online at your home or place of work, as well as at testing centers. Visit webassessor.com/issp to register for the exam. Please contact GBCI with any further ISSP exam questions.

WELL

Q: Is GBCI still scheduling and conducting WELL performance testing for WELL projects?

A: WELL performance testing conducted by GBCI is on hold in almost all locations of the world due to COVID-19. As areas recover from COVID-19 and local conditions allow, GBCI will reach out to project teams to schedule performance testing. Projects will be scheduled in the order in which they were received (those that were already scheduled and had to be postponed will be scheduled first).

Projects that have completed the documentation review may complete the performance verification scheduling form to let GBCI know that they are ready for testing, so they may be placed in the scheduling queue. Note that WELL v2 projects that have selected GBCI for conducting performance testing also have the option to contract with an approved performance testing organization for on-site testing. Registered projects can contact their WELL coaching contact with any questions. For any other questions, please contact IWBI.

See answers to recent FAQs about LEED credentials and certification