2016 – 2017
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Assistance Technology
Program Type:	Career Preparatory
Career Cluster:	Business Management and Administration

Secondary – Career Preparatory	
Program Number	8218100	
CIP Number	0552041102	
Grade Level	9-12, 30, 31	
Standard Length	3 credits	
Teacher Certification	BUS ED 1 @2
CLERICAL  @7 7 G
SECRETAR 7 G
TC COOP ED @7
VOE @7	
CTSO	FBLA
BPA	
SOC Codes (all applicable) 	15-1151 – Computer User Support Specialists
43-4051 – Customer Service Representatives	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose 

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers such as Customer Care Representative, and Customer Care Specialist in the Business Management and Administration career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Business Management and Administration career cluster. 

The content includes but is not limited to the development of interpersonal, communications, conflict resolution, leadership, decision making, problem solving, supervisory, and employability skills; diversity awareness; telephone techniques; and technical applications in the customer care environment.

Program Structure

This program is a planned sequence of instruction consisting of three occupational completion points.  

The following table illustrates the secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	Level	Graduation Requirement	
A	8207310	Digital Information Technology	1 credit	15-1151	2	PA	
B	8218010	Customer Assistance 1	1 credit	43-4051	2	VO	
C	8218020	Customer Assistance 2	1 credit	43-4051	2	VO	
(Graduation Requirement Abbreviations- EQ= Equally Rigorous Science, PA= Practical Arts, EC= Economics, VO= Career and Technical Education)

Academic Alignment Tables

Academic alignment is an ongoing, collaborative effort of professional educators specializing in the fields of science, mathematics, English/language arts, and Career and Technical Education (CTE). This initiative supports CTE programs by improving student performance through the integration of academic content within CTE courses. Career and Technical Education courses that have been aligned to the Next Generation Sunshine State Standards for Science and the Florida Standards for Mathematics and English/Language Arts will show the following data: the quantity of academic standards in the CTE course; the total number of standards contained in the academic course; and the percentage of alignment to the CTE course.

Courses	Anatomy/ Physiology
Honors	Astronomy     Solar/Galactic Honors	Biology 1	Chemistry 1	Earth-Space Science	Environmental Science	Genetics	Integrated Science	Marine Science 1 Honors	Physical Science	Physics 1	
8207310	5/87
6%	5/80
6%	24/83
29%	5/69
7%	24/67
36%	5/70
7%	5/69
7%	24/82
29%	5/66
8%	24/74
32%	5/72
7%	
8218010	6/87
7%	6/80
8%	27/83
33%	5/69
7%	27/67
40%	2/70
3%	6/69
9%	27/82
33%	6/66
9%	27/74
36%	5/72
7%	
8218020	25/87
29%	25/80
31%	2/83
2%	25/69
36%	2/67
3%	23/70
33%	25/69
36%	2/82
2%	20/66
30%	2/74
3%	25/72
35%	
**   Alignment pending review    						#   Alignment attempted, but no correlation to academic course

Courses	Algebra 1	Algebra 2	Geometry	English 1	English 2	English 3	English 4	
8207310	5/87
6%	5/80
6%	24/83
29%	5/69
7%	24/67
36%	5/70
7%	5/69
7%	
8218010	26/87
39%	13/80
17%	18/83
33%	17/69
37%	17/67
38%	**	**	
8218020	19/87
28%	23/80
31%	8/83
15%	**	**	14/70
31%	14/69
31%	
**   Alignment pending review    			#   Alignment attempted, but no correlation to academic course

Florida Standards for Technical Subjects 

Florida Standards (FS) for English Language Arts and Literacy in History/Social Studies, Science, and Technical Subjects are the critical reading and writing literacy standards designed for grade 6 and above.  These standards are predicated on teachers of history/social studies, science, and technical subjects using their content area expertise to help students meet the particular challenges of reading, writing, speaking, listening, and language in their respective fields.  It is important to note that the 6-12 literacy standards in history/social studies, science, and technical subjects are not meant to replace content standards in those areas but rather to supplement them.

This curriculum framework incorporates the grades 9-10 reading and writing literacy standards in the first two courses of this CTE program and grade 11-12 reading and writing literacy standards in the third and fourth courses of this CTE program.  The standards for Mathematical Practices describe varieties of expertise that educators at all levels should seek to develop in their students.  These practices rest on important “processes and proficiencies” with longstanding importance in mathematics education.  This curriculum framework incorporates the appropriate mathematical practices in the first four courses of this CTE program.  

Florida Standards for English Language Development (ELD)
English language learners communicate for social and instructional purposes within the school setting. ELD.K12.SI.1.1 

English Language Development (ELD) Standards Special Notes:
Teachers are required to provide listening, speaking, reading and writing instruction that allows English language learners (ELL) to communicate for social and instructional purposes within the school setting.   For the given level of English language proficiency and with visual, graphic, or interactive support, students will interact with grade level words, expressions, sentences and discourse to process or produce language necessary for academic success. The ELD standard should specify a relevant content area concept or topic of study chosen by curriculum developers and teachers which maximizes an ELL’s need for communication and social skills. To access an ELL supporting document which delineates performance definitions and descriptors, please click on the following link: http://www.cpalms.org/uploads/docs/standards/eld/SI.pdf.
For additional information on the development and implementation of the ELD standards, please contact the Bureau of Student Achievement through Language Acquisition at sala@fldoe.org.

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

Digital Information Technology (8207310) is the first course in this and other programs within the Business Management & Administration Career Cluster.  Standards 01.0 – 17.0 are associated with this course.

After successfully completing this program, the student will be able to perform the following:

01.0	Methods and strategies for using Florida Standards for grades 09-10 reading in Technical Subjects for student success in Customer Assistance Technology. 
02.0	Methods and strategies for using Florida Standards for grades 09-10 writing in Technical Subjects for student success in Customer Assistance Technology.
03.0	Methods and strategies for using Florida Standards for grades 09-10 Mathematical Practices in Technical Subjects for student success in Customer Assistance Technology.
04.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance.
05.0	Develop an awareness of microprocessors and digital computers.
06.0	Demonstrate an understanding of operating systems.
07.0	Use technology to enhance the effectiveness of communication skills utilizing word processing applications.
08.0	Use technology to enhance communication skills utilizing presentation applications.
09.0	Use technology to enhance the effectiveness of communication utilizing spreadsheet and database applications.
10.0	Use technology to enhance communication skills utilizing electronic mail.
11.0	Investigate individual assessment and job/career exploration and individual career planning that reflect the transition from school to work, lifelong learning, and personal and professional goals.
12.0	Incorporate appropriate leadership and supervision techniques, customer service strategies, and standards of personal ethics to accomplish job objectives and enhance workplace performance.
13.0	Demonstrate competence using computer networks, internet and online databases to facilitate collaborative or individual learning and communication.
14.0	Demonstrate competence in page design applicable to the WWW.
15.0	Develop an awareness of emerging technologies.
16.0	Develop awareness of computer languages and software applications.
17.0	Demonstrate comprehension and communication skills.
18.0	Demonstrate language arts knowledge and skills.
19.0	Apply communication skills (reading, writing, speaking, listening, and viewing) in a courteous, concise, and correct manner on personal and professional levels. 
20.0	Demonstrate procedures for customer care.
21.0	Apply mathematical operations and processes as well as financial planning strategies to commonly occurring situations in the workplace to accomplish job objectives and enhance workplace performance. 
22.0	Demonstrate mathematics knowledge and skills.
23.0	Incorporate knowledge gained from individual assessment and job/career exploration to design an individual career plan that reflects the transition from school to work, lifelong learning, and personal and professional goals. 
24.0	Participate in work-based learning experiences. 
25.0	Demonstrate human relations and interpersonal skills necessary for customer care services. 
26.0	Perform problem-solving activities relevant to customer care services. 
27.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas.
28.0	Develop telephone skills and techniques relevant to customer care services. 
29.0	Demonstrate an understanding of global concepts relevant to customer care services. 
30.0	Perform technology applications relevant to customer care services. 
31.0	Explain the importance of employability skill and entrepreneurship skills.
32.0	Describe the importance of professional ethics and legal responsibilities.
33.0	Methods and strategies for using Florida Standards for grades 11-12 reading in Technical Subjects for student success in Customer Assistance Technology.
34.0	Methods and strategies for using Florida Standards for grades 11-12 writing in Technical Subjects for student success in Customer Assistance Technology.
35.0	Methods and strategies for using Florida Standards for grades 11-12 Mathematical Practices in Technical Subjects for student success in Customer Assistance Technology.
36.0	Apply communication skills (reading, writing, speaking, listening, and viewing) in a courteous, concise, and correct manner on personal and professional levels. 
37.0	Incorporate appropriate leadership and supervision techniques, customer service strategies, and standards of personal ethics to accomplish job objectives and enhance workplace performance. 
38.0	Apply mathematical operations and processes as well as financial planning strategies to commonly occurring situations in the workplace to accomplish job objectives and enhance workplace performance. 
39.0	Incorporate knowledge gained from individual assessment and job/career exploration to design an individual career plan that reflects the transition from school to work, lifelong learning, and personal and professional goals
40.0	Participate in work-based learning experiences. 
41.0	Demonstrate human relations and interpersonal skills necessary for customer care services. 
42.0	Perform problem solving activities relevant to customer care services. 
43.0	Develop telephone skills and techniques relevant to customer care services.
44.0	Perform technology applications relevant to customer care services. 
45.0	Use information technology tools.
46.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives.
47.0	Solve problems using critical thinking skills, creativity and innovation.
48.0	Demonstrate the importance of health, safety, and environmental management systems in organizations and their importance to organizational performance and regulatory compliance.
49.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment.
50.0	Demonstrate personal money-management concepts, procedures, and strategies.

2016 – 2017
Florida Department of Education
Student Performance Standards

Course Title:		Digital Information Technology
Course Number:	8207310
Course Credit:	1

Course Description:

This course is designed to provide a basic overview of current business and information systems and trends, and to introduce students to fundamental skills required for today's business and academic environments.  Emphasis is placed on developing fundamental computer skills.  The intention of this course is to prepare students to be successful both personally and professionally in an information based society.  Digital Information Technology includes the exploration and use of: databases, the internet, spreadsheets, presentation applications, management of personal information and email, word processing and document manipulation, HTML, web page design, and the integration of these programs using software that meets industry standards.  After successful completion of this core course, students will have met Occupational Completion Point A, Information Technology Assistant - SOC Code 15-1151.

Digital Information Technology (8207310) is part of several programs across the various CTE career clusters.  To ensure consistency, the standards and benchmarks for this course (01.0 – 17.0) have been placed in a separate document.   To access this document, visit: http://www.fldoe.org/core/fileparse.php/9943/urlt/DIT_2016-17.rtf. 

2016 – 2017
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Assistance 1
Course Number: 	8218010 
Course Credit:	1

Course Description:

This course is designed to build upon the experiences and content of Digital Information Technology so that a fundamental core of knowledge, skills, and attitudes required for today’s business environment is established.  Emphasis is placed on developing proficiency with computer skills, telephone skills, interpersonal skills, communication skills, conflict resolution, problem solving, stress management, and employability skills as tools for obtaining customer care positions.  

Florida Standards	Correlation to CTE Program Standard #	
01.0	Methods and strategies for using Florida Standards for grades 09-10 reading in Technical Subjects for student success in Customer Assistance Technology.		
01.01	Key Ideas and Details		
01.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to the precise details of explanations or descriptions.
LAFS.910.RST.1.1		
01.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.910.RST.1.2		
01.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.910.RST.1.3		
01.02	Craft and Structure		
01.02.1	Determine the meaning of symbols, key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 9–10 texts and topics.
LAFS.910.RST.2.4		
01.02.2	Analyze the structure of the relationships among concepts in a text, including relationships among key terms (e.g., force, friction, reaction force, energy).
LAFS.910.RST.2.5		
01.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, defining the question the author seeks to address.
LAFS.910.RST.2.6		
01.03	Integration of Knowledge and Ideas		
01.03.1	Translate quantitative or technical information expressed in words in a text into visual form (e.g., a table or chart) and translate information expressed visually or mathematically (e.g., in an equation) into words.
LAFS.910.RST.3.7		
01.03.2	Assess the extent to which the reasoning and evidence in a text support the author’s claim or a recommendation for solving a scientific or technical problem.
LAFS.910.RST.3.8		
01.03.3	Compare and contrast findings presented in a text to those from other sources (including their own experiments), noting when the findings support or contradict previous explanations or accounts.
LAFS.910.RST.3.9		
01.04	Range of Reading and Level of Text Complexity		
01.04.1	By the end of grade 9, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 9–10 text complexity band proficiently, with scaffolding as needed at the high end of the range.
01.04.2	By the end of grade 10, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 9–10 text complexity band independently and proficiently.
LAFS.910.RST.4.10		
02.0	Methods and strategies for using Florida Standards for grades 09-10 writing in Technical Subjects for student success in Customer Assistance Technology.		
02.01	Text Types and Purposes		
02.01.1	Write arguments focused on discipline-specific content.
LAFS.910.WHST.1.1		
02.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.910.WHST.1.2		
02.02	Production and Distribution of Writing		
02.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.910.WHST.2.4		
02.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.910.WHST.2.5		
02.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products, taking advantage of technology’s capacity to link to other information and to display information flexibly and dynamically.
LAFS.910.WHST.2.6		
02.03	Research to Build and Present Knowledge		
02.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.910.WHST.3.7		
02.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the usefulness of each source in answering the research question; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and following a standard format for citation.
LAFS.910.WHST.3.8		
02.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.910.WHST.3.9		
02.04	Range of Writing		
02.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.910.WHST.4.10		
03.0	Methods and strategies for using Florida Standards for grades 09-10 Mathematical Practices in Technical Subjects for student success in Customer Assistance Technology.		
03.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
03.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
03.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
03.04	Model with mathematics.
MAFS.K12.MP.4.1		
03.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
03.06	Attend to precision.
MAFS.K12.MP.6.1		
03.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
03.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
18.0	Demonstrate language arts skills and knowledge – the student will be able to:			
18.01	Locate, comprehend and evaluate key elements of oral and written communication.	LAFS.910.W.3.7		
18.02	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.	LAFS.910.L.1.1, 1.2; LAFS.910.W.2.5		
18.03	Present information formally and informally for specific purposes and audiences.	LAFS.910.W.2.6; LAFS.910.SL.2.4, 2.5, 2.6		
19.0	Apply communication skills (reading, writing, speaking, listening, and viewing) in a courteous, concise, and correct manner on personal and professional levels – the student will be able to:			
19.01	Discuss the communication process, including filters and miscommunication.	LAFS.910.SL.1.1B; LAFS.910.SL.1.1C; LAFS.910.SL.1.3		
19.02	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).	LAFS.910.SL.1.3		
19.03	Express ideas in a positive and confident manner.	LAFS.910.W.1.2		
19.04	Project a positive and caring telephone voice.	LAFS.910.SL.2.6		
19.05	Develop listening skills to determine customer needs.	LAFS.910.SL.1.3		
19.06	Practice inflection, volume, clarity, intensity, and paraphrasing.	LAFS.910.SL.2.4, 2.6		
19.07	Use correct grammar and diction.	LAFS.910.L.1.1		
19.08	Demonstrate writing skills.	LAFS.910.W.1.2; LAFS.910.L.1.2		
19.09	Demonstrate probing skills.  Practice questioning skills, including open and close ended questions.	LAFS.910.SL.1.1		
19.10	Use terminology specific to the customer care services environment.	LAFS.910.L.3.6		
19.11	Access reference materials.	LAFS.910.W.3.7, 3.8		
19.12	Apply assertive service techniques.			
20.0	Demonstrate procedures for customer care -- the student will be able to:			
20.01	Practice greeting the customer and using sales techniques.	LAFS.910.SL.2.6		
20.02	Use the call handling process.	LAFS.910.SL.2.6		
20.03	Practice putting a customer on hold and transferring a call. 			
20.04	Demonstrate and explore conflict resolution and de-escalation techniques.	LAFS.910.SL.2.6		
20.05	Provide a status report.	LAFS.910.L.1.1;  LAFS.910.W.1.2;
LAFS.910.SL.2.4; LAFS.910.L.1.2		
20.06	Practice closing a call.	LAFS.910.SL.2.6		
21.0	Apply mathematical operations and processes as well as financial planning strategies to commonly occurring situations in the workplace to accomplish job objectives and enhance workplace performance – the student will be able to:			
21.01	Apply appropriate mathematical processes relevant to the customer care services industry. 	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
21.02	Demonstrate knowledge of basic bookkeeping principles. 	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
21.03	Demonstrate proficiency using a ten-key pad. 	MAFS.912.N-RN.2.3		
21.04	Reconcile reports. 	MAFS.912.N-RN.2.3 MAFS.912.N-Q.1.1, 1.3 MAFS.912.S-IC.2.6		
21.05	Recognize different types of customer numerical data. 	MAFS.912.N-RN.2.3 MAFS.912.N-Q.1.1, 1.3 MAFS.912.S-IC.2.6		
22.0	Demonstrate mathematics knowledge and skills – the student will be able to:			
22.01	Demonstrate knowledge of arithmetic operations.	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; 		
22.02	Analyze and apply data and measurements to solve problems and interpret documents.	MAFS.912.S-IC.2.6; MAFS.912.A-REI.1.1		
22.03	Construct charts/tables/graphs using functions and data.	MAFS.912.N.Q.1.1, 1.2, 1.3; MAFS.912.F-IF.1.1, 1.2, 2.4, 3.7		
23.0	Incorporate knowledge gained from individual assessment and job/career exploration to design an individual career plan that reflects the transition from school to work, lifelong learning, and personal and professional goals – the student will be able to:	 		
23.01	Develop an employability plan related to job requirements and career expectations in the customer care services industry. 	LAFS.910.W.2.4, 2.5, 2.6, 3.7, 3.8		
24.0	Participate in work-based learning experiences – the student will be able to:			
24.01	Participate in work-based learning experiences in a customer care services environment. 			
24.02	Discuss the use of technology in a customer care services environment. 			
25.0	Demonstrate human relations and interpersonal skills necessary for customer care services – the student will be able to:			
25.01	Demonstrate an understanding of the importance of human relations in business. 	LAFS.910.SL.1.1		
25.02	Exhibit the ability to get along with others and work as a member of a team. 			
25.03	Communicate a positive image. 			
25.04	Use effective time management skills. 			
25.05	Demonstrate the ability to work with stressful situations.  			
25.06	Exhibit a professional image. 			
25.07	Demonstrate ethical standards of behavior. 			
25.08	Demonstrate the ethical use of customer profiles. 			
25.09	Demonstrate initiative, courtesy, loyalty, honesty, and punctuality. 			
25.10	Demonstrate flexibility on the job. 			
25.11	Adhere to company policies and procedures. 			
25.12	Demonstrate knowledge of right to privacy issues. 			
26.0	Perform problem solving activities relevant to customer care services – the student will be able to:		SC.912.N.1.1	
26.01	Apply problem solving techniques when dealing with customers. 			
26.02	Develop techniques to resolve conflicts. 			
26.03	Determine service breakdowns. 			
26.04	Apply service recovery techniques. 			
26.05	Apply service recovery breakdowns. 			
26.06	Describe quality assurance practices.			
27.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas – the student will be able to:			
27.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	LAFS.910.SL.1.1;  LAFS.910.W.3.8		
27.02	Locate, organize and reference written information from various sources.	LAFS.910.SL.2.4, 2.5; LAFS.910.W.3.8		
27.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	LAFS.910.SL.1.2; LAFS.910.W.3.8		
27.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.			
27.05	Apply active listening skills to obtain and clarify information.			
27.06	Develop and interpret tables and charts to support written and oral communications.	LAFS.910.SL.2.5		
27.07	Exhibit public relations skills that aid in achieving customer satisfaction.			
28.0	Develop telephone skills and techniques relevant to customer care services – the student will be able to:			
28.01	Log in and out of a phone system.  Practice logging incidents and service requirements.			
28.02	Apply call center vocabulary and practice using a common language.	LAFS.910.SL.2.6		
28.03	Listen and input information simultaneously. 			
28.04	Identify different types of call centers. 			
28.05	Use the telephone to gather customer information. 			
29.0	Demonstrate an understanding of global concepts relevant to customer care services – the student will be able to:			
29.01	Demonstrate an understanding of and respect for diversity in the workplace. 			
29.02	Apply knowledge of the global economy. 			
29.03	Apply knowledge of domestic and international time zones. 			
29.04	Demonstrate an understanding of gender, age, disability, and cultural courtesy. 			
29.05	Demonstrate an understanding of geography. 			
30.0	Perform technology applications relevant to customer care services – the student will be able to:			
30.01	Keyboard by touch while communicating with customers. 			
30.02	Compose and retrieve e-mail messages. 	LAFS.910.W.2.4, 2.6; LAFS.910.L.1.1, 1.2;		
30.03	Compose and retrieve voice mail messages. 	LAFS.910.L.1.2; LAFS.910.SL.2.6		
30.04	Practice using tonality in communication and apply professionalism in written documentation.	LAFS.910.W.2.4; LAFS.910.SL.2.6; LAFS.910.L.1.1, 1.2		
30.05	Operate industry specific software. 			
30.06	Perform data entry operations. 	LAFS.910.L.1.2		
30.07	Obtain and transmit customer information. 	LAFS.910.L.1.2; LAFS.910.SL.2.6		
30.08	Perform basic computer operations. 			
30.09	Operate databases. 			
30.10	Access on-line help. 	LAFS.910.RI.2.4		
30.11	Use techniques to protect confidential messages that are transmitted electronically. 			
30.12	Access and add to existing electronic files. 			
31.0	Explain the importance of employability skill and entrepreneurship skills – the student will be able to:			
31.01	Identify and demonstrate positive work behaviors needed to be employable.			
31.02	Develop personal career plan that includes goals, objectives, and strategies.	LAFS.910.W.2.4		
31.03	Examine licensing, certification, and industry credentialing requirements.			
31.04	Maintain a career portfolio to document knowledge, skills, and experience.			
31.05	Evaluate and compare employment opportunities that match career goals.	LAFS.910.W.2.4		
31.06	Identify and exhibit traits for retaining employment.			
31.07	Identify opportunities and research requirements for career advancement.	LAFS.910.W.2.4, 3.7; 3.8		
31.08	Research the benefits of ongoing professional development.	LAFS.910.W.2.4, 3.7, 3.8		
31.09	Examine and describe entrepreneurship opportunities as a career planning option.	LAFS.910.W.2.4, 3.7, 3.8		
32.0	Describe the importance of professional ethics and legal responsibilities – the student will be able to:			
32.01	Evaluate and justify decisions based on ethical reasoning.	LAFS.910.SL.1.1; LAFS.910.L3.6.		
32.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	LAFS.910.L.3.6		
32.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	LAFS.910.L.3.6		
32.04	Interpret and explain written organizational policies and procedures.	LAFS.910.L.3.6; LAFS.910.RI.3.8		

2016 – 2017
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Assistance 2
Course Number: 	8218020
Course Credit:	1

Course Description:

This course is designed to build upon the experiences and content of Customer Assistance 1.  Emphasis is placed on developing supervisory skills for customer care specialist positions.

Florida Standards	Correlation to CTE Program Standard #	
33.0	Methods and strategies for using Florida Standards for grades 11-12 reading in Technical Subjects for student success in Customer Assistance Technology.		
33.01	Key Ideas and Details		
33.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to important distinctions the author makes and to any gaps or inconsistencies in the account.
LAFS.1112.RST.1.1		
33.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.1112.RST.1.2		
33.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.1112.RST.1.3		
33.02	Craft and Structure		
33.02.1	Determine the meaning of symbols key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 11–12 texts and topics.
LAFS.1112.RST.2.4		
33.02.2	Analyze how the text structures information or ideas into categories or hierarchies, demonstrating understanding of the information or ideas.
LAFS.1112.RST.2.5		
33.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, identifying important issues that remain unresolved.
LAFS.1112.RST.2.6		
33.03	Integration of Knowledge and Ideas		
33.03.1	Integrate and evaluate multiple sources of information presented in diverse formats and media (e.g. quantitative data, video, multimedia) in order to address a question or solve a problem.
LAFS.1112.RST.3.7		
33.03.2	Evaluate the hypotheses, data, analysis, and conclusions in a science or technical text, verifying the data when possible and corroborating or challenging conclusions with other sources of information.
LAFS.1112.RST.3.8		
33.03.3	Synthesize information from a range of sources (e.g., texts, experiments, simulations) into a coherent understanding of a process, phenomenon, or concept, resolving conflicting information when possible.
LAFS.1112.RST.3.9		
33.04	Range of Reading and Level of Text Complexity		
33.04.1	By the end of grade 11, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 11–CCR text complexity band proficiently, with scaffolding as needed at the high end of the range.
33.04.2	By the end of grade 12, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 11–CCR text complexity band independently and proficiently.
LAFS.1112.RST.4.10		
34.0	Methods and strategies for using Florida Standards for grades 11-12 writing in Technical Subjects for student success in Customer Assistance Technology.		
34.01	Text Types and Purposes		
34.01.1	Write arguments focused on discipline-specific content.
LAFS.1112.WHST.1.1		
34.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.1112.WHST.1.2		
34.02	Production and Distribution of Writing		
34.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.1112.WHST.2.4		
34.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.1112.WHST.2.5		
34.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products in response to ongoing feedback, including new arguments or information.
LAFS.1112.WHST.2.6		
34.03	Research to Build and Present Knowledge		
34.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.1112.WHST.3.7		
34.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the strengths and limitations of each source in terms of the specific task, purpose, and audience; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and overreliance on any one source and following a standard format for citation.
LAFS.1112.WHST.3.8		
34.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.1112.WHST.3.9		
34.04	Range of Writing		
34.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.1112.WHST.4.10		
35.0	Methods and strategies for using Florida Standards for grades 11-12 Mathematical Practices in Technical Subjects for student success in Customer Assistance Technology.		
35.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
35.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
35.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
35.04	Model with mathematics.
MAFS.K12.MP.4.1		
35.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
35.06	Attend to precision.
MAFS.K12.MP.6.1		
35.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
35.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
36.0	Apply communication skills (reading, writing, speaking, listening, and viewing) in a courteous, concise, and correct manner on personal and professional levels – the student will be able to:			
36.01	Apply communication skills when monitoring the team. 	LAFS.1112.SL.2.4; LAFS.1112.SL.2.6		
36.02	Compose reports. 	LAFS.1112.W.2.4, 2.5, 2.6, 3.7, 3.8 
LAFS.1112.L.1.1, 1.2		
36.03	Exchange ideas in formal and informal settings. 	LAFS.1112.SL.1.1; LAFS.1112.L.1.1; LAFS.1112.SL.2.4		
37.0	Incorporate appropriate leadership and supervision techniques, customer service strategies, and standards of personal ethics to accomplish job objectives and enhance workplace performance – the student will be able to:			
37.01	Develop goals for customer care representatives. 	LAFS.1112.SL.2.4; LAFS.1112.W.2.4		
37.02	Coach and mentor customer care representatives. 	LAFS.1112.SL.2.4		
37.03	Assure productivity.			
37.04	Organize teams. 			
37.05	Motivate teams. 	LAFS.1112.SL.2.4		
37.06	Oversee quality assurance in the delivery of services. 			
37.07	Encourage team members to demonstrate initiative, courtesy, loyalty, honesty, and punctuality. 	LAFS.1112.SL.2.4		
38.0	Apply mathematical operations and processes as well as financial planning strategies to commonly occurring situations in the workplace to accomplish job objectives and enhance workplace performance – the student will be able to:	MAFS.912.S-IC.2.6		
38.01	Apply appropriate mathematical processes relevant to the customer care services industry. 	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
38.02	Demonstrate proficiency using a ten-key pad. 	MAFS.912.N-RN.2.3		
38.03	Reconcile reports. 	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
38.04	Recognize different types of customer numerical data.	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
38.05	Apply basic bookkeeping principles. 	MAFS.912.N-RN.2.3; MAFS.912.N-Q.1.1, 1.3; MAFS.912.S-IC.2.6		
38.06	Interpret charts and graphs. 	MAFS.912.F-IF.2.4, 2.5, 3.9		
38.07	Forecast, schedule, and track data. 	MAFS.912.S-IC.2.3, 2.6; MAFS.912.S-ID.2.5, 3.9		
39.0	Incorporate knowledge gained from individual assessment and job/career exploration to design an individual career plan that reflects the transition from school to work, lifelong learning, and personal and professional goals – the student will be able to:	

		
39.01	Develop an employability plan related to job requirements and career expectations in the customer care services industry. 	LAFS.1112.W.2.4, 2.5, 2.6, 3.7 LAFS.1112.RI.3.7		
40.0	Participate in work-based learning experiences – the student will be able to:			
40.01	Participate in work-based learning experiences in a customer care services environment. 			
40.02	Compare and contrast the software applications used in a customer care services environment. 	LAFS.1112.W.3.9; LAFS.1112.SL.2.4		
40.03	Discuss the supervisory/management skills needed in a customer care services environment. 	LAFS.1112.SL.2.4		
41.0	Demonstrate human relations and interpersonal skills necessary for customer care services – the student will be able to:			
41.01	Demonstrate the skills necessary for advancement in the customer care services industry. 			
41.02	Manage stress. 			
41.03	Provide service to diverse groups. 			
41.04	Apply courtesy within a diverse workplace. 			
41.05	Apply courtesy within the customer base. 			
41.06	Implement company policies and procedures. 			
41.07	Prepare work schedules for a call center/department. 			
42.0	Perform problem solving activities relevant to customer care services – the student will be able to:			
42.01	Apply problem solving techniques when dealing with the team. 			
42.02	Track service breakdowns. 			
43.0	Develop telephone skills and techniques relevant to customer care services – the student will be able to:			
43.01	Demonstrate an understanding of automated call distribution technology components. 			
43.02	Operate automated call distribution technology. 			
43.03	Monitor automated call distribution technology. 			
44.0	Perform technology applications relevant to customer care services – the student will be able to:		SC.912.N.1.1	
44.01	Operate spreadsheet software. 			
44.02	Access and research the Internet. 	LAFS.1112.W.3.7; LAFS.1112.W.3.8		
44.03	Analyze situations in which technology can positively and negatively impact customer service. 	LAFS.1112.RI.3.7; 		
44.04	Implement techniques to protect confidential messages that are transmitted via technology. 			
44.05	Read and correctly interpret data using call center statistical software. 	LAFS.1112.RI.1.1		
45.0	Use information technology tools – the student will be able to:			
45.01	Use personal information management (PIM) applications to increase workplace efficiency.			
45.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, e-mail, and internet applications.			
45.03	Employ computer operations applications to access, create, manage, integrate, and store information.	LAFS.1112.L.1.1; LAFS.1112.L.1.2		
45.04	Employ collaborative/groupware applications to facilitate group work.			
46.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives – the student will be able to:			
46.01	Employ leadership skills to accomplish organizational goals and objectives.			
46.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	LAFS.1112.SL.2.6		
46.03	Conduct and participate in meetings to accomplish work tasks.	LAFS.1112.SL.1.1		
46.04	Employ mentoring skills to inspire and teach others.	LAFS.1112.SL.2.4		
47.0	Solve problems using critical thinking skills, creativity and innovation – the student will be able to:			
47.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	LAFS.1112.SL.1.1; LAFS.1112.SL.2.4		
47.02	Employ critical thinking and interpersonal skills to resolve conflicts.	LAFS.1112.SL.1.1; LAFS.1112.SL.2.4		
47.03	Identify and documents workplace performance goals and monitor progress toward those goals.			
47.04	Conduct technical research to gather information necessary for decision-making.	LAFS.1112.W.3.7; LAFS.1112.W.3.8		
48.0	Demonstrate the importance of health, safety, and environmental management systems in organizations and their importance to organizational performance and regulatory compliance – the student will be able to:			
48.01	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.	LAFS.1112.W.2.4; LAFS.1112.W.4.10		
48.02	Explain emergency procedures to follow in response to workplace accidents.	LAFS.1112.W.2.4, 4.10 LAFS.1112.SL.2.4; LAFS.1112.L.1.1		
48.03	Create a disaster and/or emergency response plan.	LAFS.1112.W.2.4, 2.6, 3.7, 3.8		
49.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment – the student will be able to:			
49.01	Describe the nature and types of business organizations.	LAFS.1112.W.2.4; LAFS.1112.W.4.10 		
49.02	Explain the effect of key organizational systems on performance and quality.	LAFS.1112.W.2.4; LAFS.1112.W.4.10; 		
49.03	List and describe quality control systems and/or practices common to the workplace.	LAFS.1112.W.2.4; LAFS.1112.W.4.10		
49.04	Explain the impact of the global economy on business organizations.	LAFS.1112.W.2.4; LAFS.1112.W.4.10; LAFS.1112.SL.2.4; LAFS.1112.L.1.1		
50.0	Demonstrate personal money-management concepts, procedures and strategies – the student will be able to:			
50.01	Identify and describe the services and legal responsibilities of financial institutions.	LAFS.1112.W.2.4; LAFS.1112.W.4.10; LAFS.1112.RI.3.7		
50.02	Describe the effect of money management on personal and career goals.	LAFS.1112.W.2.4; LAFS.1112.W.4.10

MAFS.912.N-Q.1.2; MAFS.912.S-IC.2.3, 2.6; MAFS.912.S-MD.2.5, 2.6, 2.7		
50.03	Develop a personal budget and financial goals.	MAFS.912.N-Q.1.1; MAFS.912.N-Q.1.2; MAFS.912.N-Q.1.3		
50.04	Complete financial instruments for making deposits and withdrawals.	MAFS.912.N-RN.2.3		
50.05	Maintain financial records.	MAFS.912.S-IC.2.6		
50.06	Read and reconcile financial statements.	MAFS.912.S-IC.2.6		
50.07	Research, compare and contrast investment opportunities.	LAFS.1112.RI.3.7
LAFS.1112.W.2.4,  2.6, 3.7

MAFS.912.S-IC.2.6; MAFS.912.F-IF.3.9; MAFS.912.A-REI-3.5; MAFS.912.F-BF.1.1		

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

The occupational standards and benchmarks outlined in this secondary program correlate to the standards and benchmarks of the postsecondary program with the same Classification of Instructional Programs (CIP) number.

Career and Technical Student Organization (CTSO)

Future Business Leaders of America (FBLA) and Business Professionals of America (BPA) are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan to meet individual needs and ensure equal access.  Accommodations change the way the student is instructed.  Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems.  Documentation of the accommodations requested and provided should be maintained in a confidential file.

In addition to accommodations, some secondary students with disabilities (students with an IEP served in Exceptional Student Education (ESE)) will need modifications to meet their needs.  Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course.  Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular Occupational Completion Point (OCP) or a Modified Occupational Completion Point (MOCP).  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete an OCP/MOCP.  The student should work on different competencies and new applications of competencies each year toward completion of the OCP/MOCP.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number for eligible students with disabilities.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.