2014 – 2015
Florida Department of Education
Curriculum Framework 

Program Title:	Passenger Service Agent
Career Cluster:	Transportation, Distribution and Logistics

CCC	
CIP Number	0649010406	
Program Type	College Credit Certificate (CCC)	
Standard Length	16 credit hours	
CTSO	SkillsUSA	
SOC Codes (all applicable) 	43-4051 – Customer Service Representatives 	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm 	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	

Purpose

This certificate program is part of the Aviation Administration AS degree program (1649010402).  

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

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 in the Transportation, Distribution and Logistics 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 Transportation, Distribution and Logistics career cluster. 

As part of the AS degree in Aviation Administration, the purpose of this certificate program is to prepare students who are seeking employment in the aviation/airline/airport fields as a passenger service agent.  Some of the students will able to obtain opportunities in the federal, state and local government aviation fields, while others will find opportunities in airline fields, such as initial entry level jobs in customer service and operations and ticketing.

The content includes but is not limited to, communication skills, customer service skills, ticketing and reservations, aviation security, human relations and employability skills, operations and terminology.

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

Standards

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

01.0	Demonstrate an understanding of aviation operations practices, limitations and procedures.
02.0	Demonstrate an understanding of aviation security issues and responses.
03.0	Demonstrate an understanding of aviation/airline marketing, customer service/sales distribution/and reservations/ticketing.
04.0	Demonstrate employability skills.

2014 – 2015
Florida Department of Education
Student Performance Standards

Program Title:	Passenger Service Agent 
CIP Number:	0649010406
Program Length:	16 credit hours
SOC Code(s):		43-4051

This certificate program is part of the Aviation Administration AS degree program (1649010402).  At the completion of this program, the student will be able to:	
01.0	Demonstrate an understanding of aviation operations practices, limitations and procedures--The student will be able to:	
01.01	Demonstrate knowledge of aircraft systems as they apply to flight operations, including engines, fuel, electrical, hydraulics, pneumatics, flight controls and avionics. 	
01.02	Understand the various factors of aircraft performance, including takeoff, enroute and landing limitations and weight and balance.	
01.03	Demonstrate knowledge of the function of flight operations, including pilot hiring, training, standards, safety issues, security issues, FAA and TSA regulations, documentation requirements, operations specifications, and crew scheduling as well as flight attendant and dispatcher requirements.	
01.04	Describe how airline maintenance operates and its role and effect on flight operations, with both scheduled and non-scheduled maintenance.	
01.05	Demonstrate an understanding of the role of the flight operations professional in the economic and planning functions of an airline.	
01.06	Explain FAA requirements such as flight standards, types of certificates, training and record keeping surveillance and investigations as well as the operator’s response and its relationship with the FAA. 	
01.07	Describe the role of the National Transportation Safety Board in accident investigation as well as NASA’s role in aviation safety reporting systems and research.	
01.08	Demonstrate knowledge of the application of information technology systems in flight operations as they relate to flight planning systems, flight management systems, satellite communication and navigation systems, weight and balance, cockpit displays and automation, maintenance monitoring and management information systems.	
02.0	Demonstrate an understanding of aviation security issues and responses--The student will be able to:	
02.01	Describe the types of threats that can be encountered in civil aviation including bomb threats, and actual bombs, hijackings/air piracy, aggressive/disruptive passengers, and crew and security problems. 	
02.02	Discuss the law of aviation security, such the Aviation Safety and Security Act of 2001, and FAR Parts 108 and 109.	
02.03	Describe the components of a layered aviation security system.	
02.04	Demonstrate an understanding of the need for planning for all possible security threats, and having contingency plans and responsive measures.	
02.05	Explain the specific factors of ground security threats, including restricted access, inspections of personnel baggage and goods.	
02.06	Discuss possible airborne threats and procedures to deal with those, such as maintaining flight deck integrity and Air Marshals.	
02.07	Demonstrate an understanding of the technologies that are used in aviation security, as well as effective screening techniques.	
02.08	Explain personnel selection, training and methods for maintaining appropriate job performance for security personnel.	
03.0	Demonstrate an understanding of aviation/airline marketing, customer service/sales distribution and reservations/ticketing--The student will be able to:	
03.01	Explain the Marketing Concept and how it differs from the Product and Sales Concepts.	
03.02	Analyze the various environmental factors that affect aviation/airline marketing.	
03.03	Demonstrate an understanding of market demographics and segmentation.	
03.04	Explain the methods of market research.	
03.05	Analyze why a customer buys a particular product or service.	
03.06	Explain the different media that are available for airline industry advertising and promotion, and the advantages and disadvantages of each.	
03.07	Describe pricing strategies that are used by the airlines.	
03.08	Describe the factors of success in customer service.	
03.09	Explain how to deliver quality customer service.	
03.10	Demonstrate an understanding of why companies lose customers and how to recover a customer from a bad experience.	
03.11	Explain the principles of reservations, including passenger name records, flight schedules, availability and fares. 	
03.12	Discuss the procedure of airline ticketing, including fares, one way, round trip, change rules, refunds, taxes charges and interline agreements.	
03.13	Explain the process of internet reservations, e-ticketing and travel agency functions.	
04.0	Demonstrate employability skills--The student will be able to:	
04.01	Conduct a job search.	
04.02	Secure information about a job.	
04.03	Identify documents which may be required when applying for a job interview.	
04.04	Complete a job application form correctly.	
04.05	Create an appropriate employer/job focused resume.	
04.06	Demonstrate competence in job interview techniques.	
04.07	Describe appropriate behavior on the job, including acceptable work and health habits.	
04.08	Discuss examples of employer discipline, reward and attendance programs as applied to employees.	

Additional Information

Laboratory Activities

Laboratory activities are an integral part of this program.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  Equipment and supplies should be provided to enhance hands-on experiences for students. 

Special Notes

Career and Technical Student Organization (CTSO)

SkillsUSA is the appropriate career and technical student organization for 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.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

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.  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.

Articulation

For details on articulation agreements which correlate to programs and industry certifications refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp.