2018 – 2019
Florida Department of Education
Curriculum Framework 

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

PSAV	
Program Number	B079100	
CIP Number	0552041102	
Grade Level	30, 31	
Standard Length	450 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	Phi Beta Lambda
BPA	
SOC Codes 	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	
Basic Skills Level	Mathematics:	9
Language:	9
Reading: 	9	

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.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

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

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A	OTA0040	Information Technology Assistant 	OTA0040 Teacher Certifications	150 hours	15-1151	
B	MNA0083	Customer Care Representative	BUS ED 1 @2
CLERICAL  @7 7 G
SECRETAR 7 G
TC COOP ED @7
VOE @	150 hours	43-4051
	
C	MNA0086	Customer Care Specialist		150 hours		

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

Information Technology Assistant (OTA0040) is the first course in this and other programs within the Business Management & Administration Career Cluster.  Standards 01.0 – 14.0 are associated with this course.

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

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

45.0	

2018 – 2019
Florida Department of Education
Student Performance Standards

Program Title:	Customer Assistance Technology 
PSAV Number:	B079100

Course Number:  OTA0040 
Occupational Completion Point:  A 
Information Technology Assistant – 150 Hours – SOC Code 15-1151	
Information Technology Assistant (OTA0040) is part of several programs across the various CTE career clusters.  To ensure consistency, the standards and benchmarks for this course (01.0 – 14.0) have been placed in a separate document.   To access this document, visit: http://www.fldoe.org/core/fileparse.php/9943/urlt/ITA_2018-19.rtf. 	

Course Number:  MNA0083 
Occupational Completion Point:  B 
Customer Care Representative – 150 Hours – SOC Code 43-4051	
15.0	Demonstrate language arts skills and knowledge – the student will be able to:	
15.01	Locate, comprehend and evaluate key elements of oral and written communication.	
15.02	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.	
15.03	Present information formally and informally for specific purposes and audiences.	
16.0	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:	
16.01	Discuss the communication process, including filters and miscommunication.	
16.02	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).	
16.03	Express ideas in a positive and confident manner.	
16.04	Project a positive and caring telephone voice.	
16.05	Develop listening skills to determine customer needs.	
16.06	Practice inflection, volume, clarity, intensity, and paraphrasing.	
16.07	Use correct grammar and diction.	
16.08	Demonstrate writing skills.	
16.09	Demonstrate probing skills.  Practice questioning skills, including open and close ended questions.	
16.10	Use terminology specific to the customer care services environment.	
16.11	Access reference materials.	
17.0	Demonstrate procedures for customer care--The student will be able to:	
17.01	Practice greeting the customer and using sales techniques.	
17.02	Use the call handling process.	
17.03	Practice putting a customer on hold and transferring a call. 	
17.04	Demonstrate and explore conflict resolution and de-escalation techniques.	
17.05	Provide a status report.	
17.06	Practice closing a call. 	
18.0	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:	
18.01	Apply appropriate mathematical processes relevant to the customer care services industry.	
18.02	Demonstrate knowledge of basic bookkeeping principles.	
18.03	Demonstrate proficiency using a ten-key pad.	
18.04	Reconcile reports.	
18.05	Recognize different types of customer numerical data.	
19.0	Demonstrate mathematics knowledge and skills – the student will be able to:	
19.01	Demonstrate knowledge of arithmetic operations.	
19.02	Analyze and apply data and measurements to solve problems and interpret documents.	
19.03	Construct charts/tables/graphs using functions and data.	
20.0	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:	
20.01	Develop an employability plan related to job requirements and career expectations in the customer care services industry.	
21.0	Participate in work-based learning experiences – the student will be able to:	
21.01	Participate in work-based learning experiences in a customer care services environment.	
21.02	Discuss the use of technology in a customer care services environment.	
22.0	Demonstrate human relations and interpersonal skills necessary for customer care services – the student will be able to:	
22.01	Demonstrate an understanding of the importance of human relations in business.	
22.02	Exhibit the ability to get along with others and work as a member of a team.	
22.03	Communicate a positive image.	
22.04	Use effective time management skills.	
22.05	Demonstrate the ability to work with stressful situations.	
22.06	Exhibit a professional image.	
22.07	Demonstrate ethical standards of behavior.	
22.08	Demonstrate the ethical use of customer profiles.	
22.09	Demonstrate initiative, courtesy, loyalty, honesty, and punctuality.	
22.10	Demonstrate flexibility on the job.	
22.11	Adhere to company policies and procedures.	
22.12	Demonstrate knowledge of right to privacy issues.	
23.0	Perform problem solving activities relevant to customer care services – the student will be able to:	
23.01	Apply problem solving techniques when dealing with customers.	
23.02	Develop techniques to resolve conflicts.	
23.03	Determine service breakdowns.	
23.04	Apply service recovery techniques.	
23.05	Apply service recovery breakdowns.	
23.06	Describe quality assurance practices.	
24.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas – the student will be able to:	
24.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	
24.02	Locate, organize and reference written information from various sources.	
24.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	
24.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.	
24.05	Apply active listening skills to obtain and clarify information.	
24.06	Develop and interpret tables and charts to support written and oral communications.	
24.07	Exhibit public relations skills that aid in achieving customer satisfaction.	
25.0	Develop telephone skills and techniques relevant to customer care services – the student will be able to:	
25.01	Log in and out of a phone system.  Practice logging incidents and service requirements. 	
25.02	Apply call center vocabulary and practice using a common language.	
25.03	Listen and input information simultaneously.	
25.04	Identify different types of call centers.	
25.05	Use the telephone to gather customer information.	
26.0	Demonstrate an understanding of global concepts relevant to customer care services – the student will be able to:	
26.01	Demonstrate an understanding of and respect for diversity in the workplace.	
26.02	Apply knowledge of the global economy.	
26.03	Apply knowledge of domestic and international time zones.	
26.04	Demonstrate an understanding of gender, age, disability, and cultural courtesy.	
26.05	Demonstrate an understanding of geography.	
27.0	Perform technology applications relevant to customer care services – the student will be able to:	
27.01	Keyboard by touch while communicating with customers.	
27.02	Compose and retrieve e-mail messages.	
27.03	Compose and retrieve voice mail messages.	
27.04	Practice using tonality in communication and apply professionalism in written documentation. 	
27.05	Operate industry specific software.	
27.06	Perform data entry operations.	
27.07	Obtain and transmit customer information.	
27.08	Perform basic computer operations.	
27.09	Operate databases.	
27.10	Access on-line help.	
27.11	Use techniques to protect confidential messages that are transmitted electronically.	
27.12	Access and add to existing electronic files.	
28.0	Explain the importance of employability skill and entrepreneurship skills – the student will be able to:	
28.01	Identify and demonstrate positive work behaviors needed to be employable.	
28.02	Develop personal career plan that includes goals, objectives, and strategies.	
28.03	Examine licensing, certification, and industry credentialing requirements.	
28.04	Maintain a career portfolio to document knowledge, skills, and experience.	
28.05	Evaluate and compare employment opportunities that match career goals.	
28.06	Identify and exhibit traits for retaining employment.	
28.07	Identify opportunities and research requirements for career advancement.	
28.08	Research the benefits of ongoing professional development.	
28.09	Examine and describe entrepreneurship opportunities as a career planning option.	
29.0	Describe the importance of professional ethics and legal responsibilities – the student will be able to:	
29.01	Evaluate and justify decisions based on ethical reasoning.	
29.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	
29.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	
29.04	Interpret and explain written organizational policies and procedures.	

Course Number:  MNA0086 
Occupational Completion Point:  C 
Customer Care Specialist – 150 Hours – SOC Code 43-4051	
30.0	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:	
30.01	Apply communication skills when monitoring the team.	
30.02	Compose reports.	
30.03	Exchange ideas in formal and informal settings.	
31.0	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:	
31.01	Develop goals for customer care representatives.	
31.02	Coach and mentor customer care representatives.	
31.03	Assure productivity.	
31.04	Organize teams.	
31.05	Motivate teams.	
31.06	Oversee quality assurance in the delivery of services.	
31.07	Encourage team members to demonstrate initiative, courtesy, loyalty, honesty, and punctuality.	
32.0	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:	
32.01	Apply appropriate mathematical processes relevant to the customer care services industry.	
32.02	Demonstrate proficiency using a ten-key pad.	
32.03	Reconcile reports.	
32.04	Recognize different types of customer numerical data.	
32.05	Apply basic bookkeeping principles.	
32.06	Interpret charts and graphs.	
32.07	Forecast, schedule, and track data.	
33.0	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:	
33.01	Develop an employability plan related to job requirements and career expectations in the customer care services industry.	
34.0	Participate in work-based learning experiences – the student will be able to:	
34.01	Participate in work-based learning experiences in a customer care services environment.	
34.02	Compare and contrast the software applications used in a customer care services environment.	
34.03	Discuss the supervisory/management skills needed in a customer care services environment.	
35.0	Demonstrate human relations and interpersonal skills necessary for customer care services – the student will be able to:	
35.01	Demonstrate the skills necessary for advancement in the customer care services industry.	
35.02	Manage stress.	
35.03	Provide service to diverse groups.	
35.04	Apply courtesy within a diverse workplace.	
35.05	Apply courtesy within the customer base.	
35.06	Implement company policies and procedures.	
35.07	Prepare work schedules for a call center/department.	
36.0	Perform problem solving activities relevant to customer care services – the student will be able to:	
36.01	Apply problem solving techniques when dealing with the team.	
36.02	Track service breakdowns.	
37.0	Develop telephone skills and techniques relevant to customer care services – the student will be able to:	
37.01	Demonstrate an understanding of automated call distribution technology components.	
37.02	Operate automated call distribution technology.	
37.03	Monitor automated call distribution technology.	
38.0	Perform technology applications relevant to customer care services – the student will be able to:	
38.01	Operate spreadsheet software.	
38.02	Access and research the Internet.	
38.03	Analyze situations in which technology can positively and negatively impact customer service.	
38.04	Implement techniques to protect confidential messages that are transmitted via technology.	
38.05	Read and correctly interpret data using call center statistical software.	
39.0	Use information technology tools – the student will be able to:	
39.01	Use personal information management (PIM) applications to increase workplace efficiency.	
39.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, e-mail, and internet applications.	
39.03	Employ computer operations applications to access, create, manage, integrate, and store information.	
39.04	Employ collaborative/groupware applications to facilitate group work.	
40.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives – the student will be able to:	
40.01	Employ leadership skills to accomplish organizational goals and objectives.	
40.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	
40.03	Conduct and participate in meetings to accomplish work tasks.	
40.04	Employ mentoring skills to inspire and teach others.	
41.0	Solve problems using critical thinking skills, creativity and innovation – the student will be able to:	
41.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	
41.02	Employ critical thinking and interpersonal skills to resolve conflicts.	
41.03	Identify and documents workplace performance goals and monitor progress toward those goals.	
41.04	Conduct technical research to gather information necessary for decision-making.	
42.0	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:	
42.01	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.	
42.02	Explain emergency procedures to follow in response to workplace accidents.	
42.03	Create a disaster and/or emergency response plan.	
43.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment – the student will be able to:	
43.01	Describe the nature and types of business organizations.	
43.02	Explain the effect of key organizational systems on performance and quality.	
43.03	List and describe quality control systems and/or practices common to the workplace.	
43.04	Explain the impact of the global economy on business organizations.	
44.0	Demonstrate personal money-management concepts, procedures and strategies – the student will be able to:	
44.01	Identify and describe the services and legal responsibilities of financial institutions.	
44.02	Describe the effect of money management on personal and career goals.	
44.03	Develop a personal budget and financial goals.	
44.04	Complete financial instruments for making deposits and withdrawals.	
44.05	Maintain financial records.	
44.06	Read and reconcile financial statements.	
44.07	Research, compare and contrast investment opportunities.	

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

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student.  Access MyCareerShines by visiting: www.mycareershines.org.

Career and Technical Student Organization (CTSO)

Phi Beta Lambda 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. 

Basic Skills 

In PSAV programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are:  Mathematics 9, Language 9, and Reading 9.  These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040).  Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement.  Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.) Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. 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.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

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.