2013 – 2014
Florida Department of Education
Curriculum Framework 

Program Title:	PC Support Services
Program Type:	Career Preparatory
Career Cluster:	Information Technology
  
NOTE: This program has been daggered for deletion with 2013-2014 being the last cohort of students permitted to enroll in the program. After 2013-2014, no new students may be enrolled in this program. Students already enrolled in the program may, at the District’s discretion, continue taking courses in the program until completion. Alternative enrollment options for students include the replacement program, Technology Support Services program (9001400/Y100100).

	Secondary	PSAV	
Program Number	8207340	B070400	
CIP Number	0511100602	0511100602	
Grade Level	9-12, 30, 31	30, 31	
Standard Length	6 credits	900 hours	
Teacher Certification	BUS ED  1 @2
VOE  @7
TEACH CBE  @7
BUS DP  @7 G
ELECT DP  @7 G
BOOKKEEPIN @4 7 G
CLERICAL  @7 G
SECRETAR  @7 G
TEC ELEC $7 G
COMPU SCI  6
ACCTING @7
MANAG SUPV @7	BUS ED  1 @2
VOE  @7
TEACH CBE  @7
BUS DP  @7 G
ELECT DP  @7 G
BOOKKEEPIN @4 7 G
CLERICAL  @7 G
SECRETAR  @7 G
TEC ELEC $7 G
COMPU SCI  6
ACCTING @7
MANAG SUPV @7	
CTSO	FBLA
BPA	Phi Beta Lambda
BPA	
SOC Codes (all applicable)	15-1151 – Computer User Support Specialists	
Facility Code	[212] http://www.fldoe.org/edfacil/sref.asp (State Requirements for Educational Facilities)	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Industry Certifications	http://www.fldoe.org/workforce/fcpea/default.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	
Basic Skills Level	N/A	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 a Help Desk Support Assistant, Help Desk Specialist (Help Desk Technician), and Help Desk Analyst in the Information Technology 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 Information Technology career cluster. This program offers a broad foundation of knowledge and skills to prepare students for employment in network support services positions.  

The content includes but is not limited to software applications and operating systems including the use of advanced software/system features and programs; electronic communication via the Internet; Web page components; computer networking and network administration; the interrelationships among major components of networks; hardware and software selection and installation; integration techniques to enhance projects; and preventative hardware maintenance.

Program Structure

This program is a planned sequence of instruction consisting of the Business Technology Education Core and three additional occupational completion points. Secondary or postsecondary students who have previously completed the Business Technology Education Core will not have to repeat the core. A student who completes the applicable competencies at any occupational completion point may either continue with the training program or exit as an occupational completer.

When offered at the postsecondary level, 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.

The following table illustrates the PSAV program structure:

OCP	Course Number	Course Title	Course Length	SOC Code	
A	OTA0040	Information Technology Assistant*	150 hours	15-1151	
B	CTS0086	Help Desk Support Assistant	300 hours	15-1151	
C	CTS0087	Help Desk Technician 	300 hours	15-1151	
D	CTS0088	Help Desk Analyst	150 hours	15-1151	
* Note: OTA0040 is a core. 

The following table illustrates the Secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	Level	
A	8200320	Keyboarding and Business Skills/ Applied Computer Business Skills I	.5 credit	15-1151	2	
		AND				
	8200330	Computer and Business Skills/ Applied Computer Business Skills II	.5 credit		2	
		OR				
	8209020	Computing for College and Careers	1 credit		2	
		OR				
	8207310	Introduction to Information Technology	1 credit		2	
B	8207210
8207220	PC Support 1
PC Support 2	1 credit
1 credit	15-1151	2
3	
C	8207230
8207240	PC Support 3
PC Support 4	1 credit
1 credit	15-1151	3
3	
D	8207250	PC Support 5	1 credit	15-1151	3	

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

Academic Alignment

Some or all of the courses in this program have been aligned to the Next Generation Sunshine State Standards contained in specific science core academic courses.  Pending full implementation of the Common Core State Standards for Mathematics, some or all of the courses in this program will be aligned to specific math core academic courses.  The table below contains the results of the alignment efforts.  Data shown in the table includes the number of academic standards in the CTE course, the total number of math and science standards contained in the academic course, and the percentage of alignment to the CTE course.  The following academic courses were included in the alignment (see code for use in table).

Academic Subject Area	Academic Course	
Math	Algebra 1 (ALG1)
Algebra 2 (ALG2)
Geometry (GEO)	
Science	Anatomy/Physiology Honors (APH)
Astronomy Solar/Galactic Honors (ASGH)
Biology 1 (BIO1)
Chemistry 1 (CHM1)
Earth-Space Science (ESS)
Genetics (GEN)
Marine Science 1 Honors (MS1H)
Physical Science (PS)
Physics 1 (PHY1)	

Course	Math	Science	
	ALG1	ALG2	GEO	APH	ASGH	BIO1	CHM1	ESS	GEN	MS1H	PS	PHY1	
Introduction to IT	^^	^^	^^	2/53
4%	2/52
4%	2/56
4%	2/55
4%	2/58
3%	2/35
6%	2/42
5%	2/56
4%	2/53
4%	
Keyboarding and Business Skills/Applied Computer Business Skills I	^^	^^	^^	**	**	**	**	**	**	**	**	**	
Computer and Business Skills/Applied Computer Business Skills II	^^	^^	^^	**	**	**	**	**	**	**	**	**	
Computing for College and Careers	^^	^^	^^	2/53
4%	12/52
23%	8/56
14%	17/55
31%	10/58
17%	4/35
11%	12/42
29%	17/56
30%	13/53
25%	
PC Support 1	^^	^^	^^	**	**	**	**	**	**	**	**	**	
PC Support 2	^^	^^	^^	**	**	**	**	**	**	**	**	**	
PC Support 3	^^	^^	^^	**	**	**	**	**	**	**	**	**	
PC Support 4	^^	^^	^^	**	**	**	**	**	**	**	**	**	
PC Support 5	^^	^^	^^	**	**	**	**	**	**	**	**	**	
^^	Alignment pending full implementation of the		**	Alignment pending review
	Common Core State Standards for Mathematics. 	#	Alignment attempted, but no correlation to academic course.

Career and Technical Student Organization (CTSO)

Future Business Leaders of America (FBLA) and Business Professionals of America (BPA) are the appropriate career and technical student organization for providing leadership training and reinforcing specific career and technical skills for secondary students.  For postsecondary students, Phi Beta Lambda and BPA are the appropriate student organizations. 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.

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. 

Essential Skills

Essential skills identified by the Division of Career and Adult Education have been integrated into the standards and benchmarks of this program.  These skills represent the general knowledge and skills considered by industry to be essential for success in careers across all career clusters.  Students preparing for a career served by this program at any level should be able to demonstrate these skills in the context of this program.  A complete list of Essential Skills and links to instructional resources in support of these Essential Skills are published on the CTE Essential Skills page of the FL-DOE website (http://www.fldoe.org/workforce/dwdframe/essential_skills.asp).

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 9.0, Language 9.0, and Reading 9.0.  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 at http://www.fldoe.org/workforce/dwdframe/rtf/basicskills-License-exempt.rtf. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s 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.

In addition to accommodations, some secondary students with disabilities (students with an Individual Educational Plan (IEP) served in Exceptional Student Education or 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 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). 

Articulation

The PSAV component of this program (B070400) has four statewide articulation agreement approved by the Florida State Board of Education:

Computer Information Technology AS (1511010305) – 9 credits 
Computer Engineering Technology AS (1615120100) – 6 credits
Networking Services Technology AS (1511090101) – 6 credits 
Office Administration AS (1552020400) – 6 credits

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

Bright Futures/Gold Seal Scholarship 

Course substitutions as defined in the Comprehensive Course Table for this program area may be used to qualify a student for Florida’s Gold Seal Vocational Scholarship, providing all other eligibility requirements are met. Eligibility requirements are available online at https://www.osfaffelp.org/bfiehs/fnbpcm02_CCTMain.aspx. 

Fine Arts/Practical Arts Credit 

Many courses in CTE programs meet the Fine Arts/Practical Arts credit for high school graduation.  A listing of approved CTE courses is published each year as a supplemental resource to the Course Code Directory (http://www.fldoe.org/articulation/CCD/default.asp). 

Standards

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

Keyboarding and Business Skills/Applied Computer Business Skills I competencies:

01.0  	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance.
02.0	Demonstrate comprehension and communication skills.
03.0	Use technology to enhance the effectiveness of communication skills. 
04.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  
05.0	Perform e-mail activities. 
06.0	Demonstrate proficiency using slide presentation software.  

AND

Computer and Business Skills/Applied Computer Business Skills II competencies: 

01.0 	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. 
02.0	Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  
03.0	Use database and spreadsheet applications. 
04.0	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. 
05.0	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. 
06.0	Demonstrate personal and interpersonal skills appropriate for the workplace.

OR

Computing for College and Careers competencies: 

01.0	 Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. 
02.0	Demonstrate comprehension and communication skills
03.0	Use technology to enhance the effectiveness of communication skills. 
04.0	Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  
05.0	Use database and spreadsheet applications. 
06.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  
07.0	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. 
08.0	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. 
09.0	Demonstrate personal and interpersonal skills appropriate for the workplace. 
10.0	Perform e-mail activities.  
11.0	Demonstrate proficiency using slide presentation software.
 
OR

Introduction to IT Competencies:

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance.  
02.0	Demonstrate Comprehension and communication skills. 
03.0	Use technology to enhance the effectiveness of communication skills.  
04.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/employee roles.  
05.0	Practice quality performance in the learning environment and the workplace.  
06.0	Incorporate appropriate leadership and supervision techniques, customer service strategies, and standards of personal ethics to accomplish job objectives and enhance workplace performance.  
07.0	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.  
08.0	Assess personal strengths and weaknesses as they relate to job objectives, career exploration, personal development, and life goals.  
09.0	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. 
10.0	Demonstrate human relations/interpersonal skills appropriate for the workplace. 
11.0	Participate in work-based learning experiences.
12.0	Perform e-mail activities. 
13.0	Demonstrate knowledge of different operating systems.  
14.0	Demonstrate proficiency navigating the internet, intranet, and the WWW.  
15.0	Demonstrate proficiency using HTML commands. 
16.0	Demonstrate proficiency in page design applicable to the WWW. 
17.0	Demonstrate proficiency using specialized web design software. 
18.0	Develop an awareness of the information technology industry. 
19.0	Develop an awareness of microprocessors and digital computers. 
20.0	Develop an awareness of programming languages. 
21.0	Develop an awareness of emerging technologies. 
22.0	Demonstrate an understanding of the seven layers of the Open Systems Interface (OSI) model. 
23.0	Demonstrate proficiency using common software applications. 
24.0	Demonstrate proficiency using specialized software applications. 

Program Standards

25.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing.
26.0	Participate in work-based learning experiences.
27.0	Perform installation and configuration activities.
28.0	Identify the purpose of and interrelationships among major hardware components.
29.0	Develop electronic communications skills.
30.0	Demonstrate an understanding of system software and application software.
31.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing.
32.0	Participate in work-based learning experiences.
33.0	Perform end user support and assistance by troubleshooting and diagnosing through telephone, e-mail, remote access, or direct contact.
34.0	Perform installation and configuration activities.
35.0	Identify the purpose of and interrelationships among major hardware components.
36.0	Perform e-mail activities.
37.0	Demonstrate an understanding of computer networks.
38.0	Develop electronic communications skills.
39.0	Demonstrate an understanding of system software and application software.
40.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing.
41.0	Participate in work-based learning experiences.
42.0	Perform installation and configuration activities.
43.0	Identify the purpose of and interrelationships among major hardware components.
44.0	Demonstrate proficiency using computer networks.
45.0	Develop electronic communications skills.
46.0	Demonstrate proficiency using system software and application software.
47.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing.
48.0	Participate in work-based learning experiences.
49.0	Perform installation and configuration activities.
50.0	Identify the purpose of and interrelationships among major hardware components.
51.0	Demonstrate proficiency using computer networks.
52.0	Develop electronic communications skills.
53.0	Demonstrate proficiency using system software and application software.
54.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing.
55.0	Participate in work-based learning experiences.
56.0	Perform installation and configuration activities.
57.0	Demonstrate proficiency using computer networks.
58.0	Demonstrate proficiency using system software and application software.
59.0	Develop telephone skills and techniques relevant to customer care services.
60.0	Demonstrate language arts knowledge and skills.
61.0	Demonstrate mathematics knowledge and skills.
62.0	Demonstrate science knowledge and skills.
63.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. 
64.0	Solve problems using critical thinking skills, creativity and innovation. 
65.0	Use information technology tools. 
66.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. 
67.0	Demonstrate the importance of health, safety, and environmental management systems in organizations and their importance to organizational performance and regulatory compliance. 
68.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. 
69.0	Describe the importance of professional ethics and legal responsibilities. 
70.0	Explain the importance of employability skill and entrepreneurship skills. 
71.0	Demonstrate personal money-management concepts, procedures, and strategies.  

2013 – 2014
Florida Department of Education
Student Performance Standards

Program Title:	PC Support Services
PSAV Number:	B070400
 
Course Number: OTA0040
Occupational Completion Point – A 
Information Technology Assistant – 150 Hours – SOC Code 15-1151
	
Keyboarding and Business Skills/Applied Computer Business Skills I competencies:

1.0 	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.03	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.04	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.05	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.06	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.07	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.08	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

2.0	 	Demonstrate comprehension and communication skills. – The student will be able to:

02.01	Read and comprehend technical and non-technical reading assignments related to course content, including, books, magazines and electronic sources.
02.02	Write clear and well-organized research papers using MLA or APA documentation formats, integrating software applications for documentation setup. Demonstrate knowledge of ethical behavior regarding plagiarism and copyright violations.
02.03	Prepare and deliver a report using appropriate presentation software. 
02.04	Select a team leader to facilitate large group discussions with team members.
02.05	Take notes, organize, summarize, and paraphrase main ideas and details using various note taking systems and reading strategies.
02.06	Interpret data on line graphs, pie charts, diagrams, and tables commonly used in spreadsheet software applications that incorporate industry data.

3.0	Use technology to enhance the effectiveness of communication skills. – The student will be able to:

03.01	Select and use word processing software and accompanying features to enhance written business communications.
03.02	Share and maintain documents by applying different views and protection to a document and manage document versions.  Share and save a document and apply a template.
03.03	Format content to a document by applying font, paragraph attributes, indent and tab settings to text and paragraphs. Apply spacing settings to text and paragraphs.  Navigate and search through a document, create and manipulate tables.
03.04	Apply page layout and reusable content by editing and manipulating page setup settings and applying themes.  Construct content by using the building blocks tools.  Create and manipulate page backgrounds, headers and footers.
03.05	Use image design theory and software to create illustrations, shapes, and graphics and include a selection in a document.  Insert and format pictures, shapes, and clipart.  Apply and manipulate text boxes.
03.06	Proofread documents by validating content through the use of spell and grammar check.  Configure autocorrect settings, insert and modify comments in a document.
03.07	Apply references and hyperlinks, create end and footnotes, and create a table of contents in a document.
03.08	Perform various mail merge options.      

4.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  – The student will be able to:

04.01	Explore, design, implement, and evaluate organizational structures and cultures for managing project teams.
04.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
04.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

05.0	Perform e-mail activities.  – The student will be able to:

05.01	Describe and perform e-mail capabilities and functions. Create and send messages, manage signature and automated messages. Save, send, schedule, and manage junk mail, e-mail and spam. Configure message sensitivity, security and delivery options.
05.02	Use the Internet to perform e-mail activities, including: attaching external files, saving e-mail attachments, viewing mailbox details, establishing appointments, creating contact groups, and sending a meeting to a contact group to communicate in the workplace.
05.03	Manage tasks and organize information.

06.0	Demonstrate proficiency using slide presentation software.  – The student will be able to:

06.01	Manage and configure the presentation software environment, including: adjusting views, manipulating window, configuring toolbar and file options.
06.02	Create slide presentations utilizing various project development elements, including: adding and removing slides, slide layouts, format slide design, insert or format placeholders.
06.03	Locate, create and incorporate graphical and multimedia elements, including: shapes, graphics, images, bullets, hyperlinks, video, and audio into a slide presentation appropriate for the project. 
06.04	Explore and apply design and color theory to create dynamic and appealing visuals.  
06.05	Explore various design tools and applications. 
06.06	Create and manipulate graphical and multimedia elements to improve or develop new contacts appropriate for the project, including: creation of images, color selections, tone, hue and contrast.
06.07	Demonstrate various business-related elements that can be created, embedded and manipulated in a slide presentation, including: charts, graphs, tables, spreadsheets, flowcharts, and organizational charts.
06.08	Apply slide transitions and create custom animations to slide presentations appropriate for the target audience.
06.09	Demonstrate different delivery methods for slide presentations, including: packaging for CD delivery, video projection – on mouse click, rehearsed timings, printing options - outlines, handouts, slides and notes.

AND

Computer and Business Skills/Applied Computer Business Skills II competencies:

01.0 	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.03	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.04	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.05	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.06	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.07	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.08	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

02.0	Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  The student will be able to: 

02.01	Demonstrate how to connect to the Internet and use appropriate Internet protocol.  Identify and describe web terminology, addresses and how browsers work.
02.02	Demonstrate proficiency using basic features of GUI browsers, including: bookmarks, basic configurations, e-mail configurations, and address books.  Describe appropriate browser security configurations. 
02.03	Describe information technology terminology, including Internet, intranet, ethics, copyright laws, and regulatory control.  
02.04	Demonstrate proficiency using search engines and search tools.
02.05	Use various web tools, including: downloading files, transfer of files, telnet, PDF, plug-ins, and data compression.  Identify Boolean search strategies. 
02.06	Use computer networks, including on-line databases and resources to facilitate collaborative or individual learning and communication.
02.07	Describe how business transactions and academic applications are supported by interactive web applications, including sharing photos and video clips, messaging, chatting and collaborating.
02.08	Describe appropriate use of social networking sites and applications, blogs and collaborative tools for file sharing and using listservers.

03.0	Use database and spreadsheet applications. The student will be able to:

03.01	Manage the worksheet environment by navigating through and printing a worksheet. Personalize the environment by manipulating the ribbon tabs, group settings, importing data, manipulating properties, files and folders.
03.02	Create cell data, apply auto fill and hyperlinks.
03.03	Format cells and worksheets by applying cell formats, merging and splitting cells, create row and column titles, hide and unhide column titles, rows and columns.  Manipulate page set up options.  Create and apply cell styles.
03.04	Manage worksheets and workbooks by creating and formatting worksheets and manipulating views. 
03.05	Apply formulas and functions by creating formulas, enforcing precedence and cell formula references.  Apply conditional formula logic, name and cell ranges.
03.06	Demonstrate data visually by creating and modifying charts and images. 
03.07	Share worksheet data through email, changing file type and different versions.  Manage comments.
03.08	Analyze and organize data through filters, sorting and applying conditional formatting.

04.0	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:

04.01	Analyze, interpret, compile, and demonstrate the ability to present and communicate data in understandable and measurable terms using common statistical procedures using charts and graphs.
04.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
04.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas and spreadsheets when appropriate.

05.0	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:

05.01	Analyze personal skills and aptitudes in comparison with various business related job and career options.
05.02	Use career resources to develop an information base that reflects local and global business related occupations and opportunities for continuing education and workplace experience.	
05.03	Demonstrate job-seeking skills required for entry-level employment, including resume, cover letter, thank you letter, online/hard copy application, mock interview, and follow-up call.
05.04	Design and initiate a plan to facilitate growth and skill development related to anticipated job requirements and career expectations.
05.05	Refine and implement a plan to facilitate personal growth and skill development related to anticipated job requirements and career expectations.
05.06	Demonstrate an awareness of specific job requirements and career paths (e.g., requirements, characteristics needed) in business environments.
05.07	Demonstrate an awareness of the potential impact of local and global trends on career plans and life goals.
05.08	Describe the importance of building community and mentor relationships in a variety of professional and workplace situations. 

06.0	Demonstrate personal and interpersonal skills appropriate for the workplace. – The student will be able to:

06.01	Demonstrate ways of accepting constructive criticism on team projects within the workplace.
06.02	Apply appropriate strategies to manage and resolve conflicts in work situations.
06.03	Demonstrate personal and interpersonal skills appropriate for the workplace, including: responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, and professional dress.

OR

Computing for College and Careers competencies: 

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.03	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.04	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.05	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.06	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.07	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.08	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

02.0	Demonstrate comprehension and communication skills. – The student will be able to:

02.01	Read and comprehend technical and non-technical reading assignments related to course content, including, books, magazines and electronic sources.
02.02	Write clear and well-organized research papers using MLA or APA documentation formats, integrating software applications for documentation setup. Demonstrate knowledge of ethical behavior regarding plagiarism and copyright violations.
02.03	Prepare and deliver a report using appropriate presentation software. 
02.04	Select a team leader to facilitate large group discussions with team members.
02.05	Take notes, organize, summarize, and paraphrase main ideas and details using various note taking systems and reading strategies.
02.06	Interpret data on line graphs, pie charts, diagrams, and tables commonly used in spreadsheet software applications that incorporate industry data.

03.0	Use technology to enhance the effectiveness of communication skills. – The student will be able to:

03.01	Select and use word processing software and accompanying features to enhance written business communications.
03.02	Share and maintain documents by applying different views and protection to a document and manage document versions.  Share and save a document and apply a template.
03.03	Format content to a document by applying font, paragraph attributes, indent and tab settings to text and paragraphs. Apply spacing settings to text and paragraphs.  Navigate and search through a document, create and manipulate tables.
03.04	Apply page layout and reusable content by editing and manipulating page setup settings and applying themes.  Construct content by using the building blocks tools.  Create and manipulate page backgrounds, headers and footers.
03.05	Use image design theory and software to create illustrations, shapes, and graphics and include a selection in a document.  Insert and format pictures, shapes, and clipart.  Apply and manipulate text boxes.
03.06	Proofread documents by validating content through the use of spell and grammar check.  Configure autocorrect settings, insert and modify comments in a document.
03.07	Apply references and hyperlinks, create end and footnotes, and create a table of contents in a document.
03.08	Perform various mail merge options.      
 
04.0	Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  The student will be able to: 

04.01	Demonstrate how to connect to the Internet and use appropriate Internet protocol.  Identify and describe web terminology, addresses and how browsers work.
04.02	Demonstrate proficiency using basic features of GUI browsers, including: bookmarks, basic configurations, e-mail configurations, and address books.  Describe appropriate browser security configurations. 
04.03	Describe information technology terminology, including Internet, intranet, ethics, copyright laws, and regulatory control.  
04.04	Demonstrate proficiency using search engines and search tools.
04.05	Use various web tools, including: downloading files, transfer of files, telnet, PDF, plug-ins, and data compression.  Identify Boolean search strategies. 
04.06	Use computer networks, including on-line databases and resources to facilitate collaborative or individual learning and communication.
04.07	Describe how business transactions and academic applications are supported by interactive web applications, including sharing photos and video clips, messaging, chatting and collaborating.
04.08	Describe appropriate use of social networking sites and applications, blogs and collaborative tools for file sharing and using listservers.

05.0	Use database and spreadsheet applications. The student will be able to:

05.01	Manage the worksheet environment by navigating through and printing a worksheet. Personalize the environment by manipulating the ribbon tabs, group settings, importing data, manipulating properties, files and folders.
05.02	Create cell data, apply auto fill and hyperlinks.
05.03	Format cells and worksheets by applying cell formats, merging and splitting cells, create row and column titles, hide and unhide column titles, rows and columns.  Manipulate page set up options.  Create and apply cell styles.
05.04	Manage worksheets and workbooks by creating and formatting worksheets and manipulating views. 
05.05	Apply formulas and functions by creating formulas, enforcing precedence and cell formula references.  Apply conditional formula logic, name and cell ranges.
05.06	Demonstrate data visually by creating and modifying charts and images. 
05.07	Share worksheet data through email, changing file type and different versions.  Manage comments.
05.08	Analyze and organize data through filters, sorting and applying conditional formatting.
 
06.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  – The student will be able to:

06.01	Explore, design, implement, and evaluate organizational structures and cultures for managing project teams.
06.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
06.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

07.0	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:

07.01	Analyze, interpret, compile, and demonstrate the ability to present and communicate data in understandable and measurable terms using common statistical procedures using charts and graphs.
07.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
07.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas and spreadsheets when appropriate.

08.0	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:

08.01	Analyze personal skills and aptitudes in comparison with various business related job and career options.
08.02	Use career resources to develop an information base that reflects local and global business related occupations and opportunities for continuing education and workplace experience.	
08.03	Demonstrate job-seeking skills required for entry-level employment, including resume, cover letter, thank you letter, online/hard copy application, mock interview, and follow-up call.
08.04	Design and initiate a plan to facilitate growth and skill development related to anticipated job requirements and career expectations.
08.05	Refine and implement a plan to facilitate personal growth and skill development related to anticipated job requirements and career expectations.
08.06	Demonstrate an awareness of specific job requirements and career paths (e.g., requirements, characteristics needed) in business environments.
08.07	Demonstrate an awareness of the potential impact of local and global trends on career plans and life goals.
08.08	Describe the importance of building community and mentor relationships in a variety of professional and workplace situations. 

09.0	Demonstrate personal and interpersonal skills appropriate for the workplace. – The student will be able to:

09.01	Demonstrate ways of accepting constructive criticism on team projects within the workplace.
09.02	Apply appropriate strategies to manage and resolve conflicts in work situations.
09.03	Demonstrate personal and interpersonal skills appropriate for the workplace, including: responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, and professional dress.

10.0	Perform e-mail activities.  – The student will be able to:

10.01	Describe and perform e-mail capabilities and functions. Create and send messages, manage signature and automated messages. Save, send, schedule, and manage junk mail, e-mail and spam. Configure message sensitivity, security and delivery options.
10.02	Use the Internet to perform e-mail activities, including: attaching external files, saving e-mail attachments, viewing mailbox details, establishing appointments, creating contact groups, and sending a meeting to a contact group to communicate in the workplace.
10.03	Manage tasks and organize information.

11.0	Demonstrate proficiency using slide presentation software.  – The student will be able to:

11.01	Manage and configure the presentation software environment, including: adjusting views, manipulating window, configuring toolbar and file options.
11.02	Create slide presentations utilizing various project development elements, including: adding and removing slides, slide layouts, format slide design, insert or format placeholders.
11.03	Locate, create and incorporate graphical and multimedia elements, including: shapes, graphics, images, bullets, hyperlinks, video, and audio into a slide presentation appropriate for the project. 
11.04	Explore and apply design and color theory to create dynamic and appealing visuals.  
11.05	Explore various design tools and applications. 
11.06	Create and manipulate graphical and multimedia elements to improve or develop new contacts appropriate for the project, including: creation of images, color selections, tone, hue and contrast.
11.07	Demonstrate various business-related elements that can be created, embedded and manipulated in a slide presentation, including: charts, graphs, tables, spreadsheets, flowcharts, and organizational charts.
11.08	Apply slide transitions and create custom animations to slide presentations appropriate for the target audience.
11.09	Demonstrate different delivery methods for slide presentations, including: packaging for CD delivery, video projection – on mouse click, rehearsed timings, printing options - outlines, handouts, slides and notes.

OR

Introduction to Information Technology competencies:

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current and emerging computer technology and software to perform personal and business related tasks.
01.03	Identify and describe communications and networking systems used in workplace environments.
01.04	Use reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals available for application software.
01.05	Troubleshoot problems with computer hardware peripherals   and other office equipment.
01.06	Describe ethical issues and problems associated with computers and information systems.

02.0	Demonstrate comprehension and communication skills. – The student will be able to:

02.01	Use listening, speaking, telecommunication and nonverbal skills and strategies to communicate effectively with supervisors, co-workers, and customers.
02.02	Organize ideas and communicate oral and written messages appropriate for information technology environments.
02.03	Collaborate with individuals and teams to complete tasks and solve information technology problems.
02.04	Identify, define, and discuss professional information technology terminology appropriate for internal and external communications in an information technology environment.
02.05	Apply the writing process to the creation of appropriate documents following designated business formats.
02.06	Demonstrate an awareness of project management concepts and tools (e.g., timelines, deadlines, resource allocation, time management, delegation of tasks, collaboration, etc.).

03.0	Use technology to enhance the effectiveness of communication skills. – The student will be able to:

03.01	Use database, spreadsheet, presentation software, scheduling, and integrated software packages to enhance communication.
03.02	Respond to and utilize information derived from multiple sources (e.g., written documents, instructions, e-mail, voice mail) to solve business problems and complete business tasks.

04.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles. – The student will be able to:

04.01	Explore, design, implement, and evaluate organizational structures and cultures. 
04.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
04.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

05.0	Practice quality performance in the learning environment and the workplace. – The student will be able to:

05.01	Assess personal, peer and group performance and identify and implement strategies for improvement (e.g., organizational skills, note taking/outlining, advance organizers, reasoning skills, problem-solving skills, and decision-making skills).
05.02	Develop criteria for assessing products and processes that incorporate effective business practices (e.g., time management, productivity, total quality management).

06.0	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:

06.01	Demonstrate awareness of the following workplace essentials: Quality customer service; business ethics; confidentiality of information; copyright violations; accepted workplace rules, regulations, policies, procedures, processes, and workplace safety, and appropriate attire and grooming.

07.0	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:

07.01	Analyze, interpret, compile, and demonstrate the ability to present/communicate data in understandable and measurable terms using common statistical procedures.
07.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
07.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas when appropriate.

08.0	Assess personal strengths and weaknesses as they relate to job objectives, career exploration, personal development, and life goals. – The student will be able to:

08.01	Use personal assessment tools to identify personal strengths and weaknesses related to learning and work environments.
08.02	Analyze job and career requirements and relate career interests to opportunities in the global economy.
09.0	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:

09.01	Research, compare, and contrast information technology career clusters (e.g., characteristics needed, skills required, education required, industry certifications, advantages and disadvantages of information technology careers, the need for information technology workers, etc.).
09.02	Describe the variety of occupations and professions within the world of information technology including those where information technology is either in a primary focus or in a supportive role.
09.03	Describe job requirements for the variety of occupations and professions within the global world of information technology. 
09.04	Analyze personal skills and aptitudes in comparison with information technology career opportunities.
09.05	Refine and implement a plan to facilitate personal growth and skill development related to information technology career opportunities.
09.06	Develop and maintain an electronic career portfolio, to include, but not limited to the Resume and Letter of Application. 

10.0	Demonstrate human relations/interpersonal skills appropriate for the workplace. – The student will be able to:

10.01	Accept constructive criticism.
10.02	Demonstrate personal and interpersonal skills appropriate for the workplace (e.g., responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, professional dress, etc.).

11.0	Participate in work-based learning experiences. – The student will be able to:

11.01	Participate in work-based learning experiences in an information technology environment.
11.02	Discuss the use of technology in an information technology environment.

12.0	Perform e-mail activities. – The student will be able to:

12.01	Describe e-mail capabilities and functions.
12.02	Identify components of an e-mail message.
12.03	Identify the components of an e-mail address.
12.04	Identify when to use different e-mail options.
12.05	Attach a file to an e-mail message.
12.06	Forward an e-mail message.
12.07	Use an address book.
12.08	Reply to an e-mail message.
12.09	Use the Internet to perform e-mail activities.
12.10	Identify the appropriate use of e-mail and demonstrate related e-mail etiquette.
12.11	Identify when to include information from an original e-mail message in a response.
12.12	Identify common problems associated with widespread use of e-mail.

13.0	Demonstrate knowledge of different operating systems. – The student will be able to:

13.01	Identify operating system file naming conventions.
13.02	Demonstrate proficiency with file management and structure (e.g., folder creation, file creation, backup, copy, delete, open, save).
13.03	Demonstrate a working knowledge of standard file formats.
13.04	Explain the history and purpose of various operating systems (e.g., DOS, Windows, Mac, and Unix/Linux).

14.0	Demonstrate proficiency navigating the internet, intranet, and the WWW. – The student will be able to:

14.01	Identify and describe Web terminology.
14.02	Demonstrate proficiency in using the basic features of GUI browsers (e.g., setting bookmarks, basic configurations, e-mail configurations, address book).
14.03	Define Universal Resource Locators (URLs) and associated protocols (e.g., .com, .org, .edu, .gov, .net, .mil).
14.04	Describe and observe Internet/Intranet ethics and copyright laws and regulatory control.
14.05	Trace the evolution of the Internet from its inception to the present and into the future.
14.06	Demonstrate proficiency using search engines (e.g., Yahoo!, Google, Northern Light, Lycos, Excite, etc.).
14.07	Demonstrate proficiency using various web tools (e.g., downloading of files, transfer of files, telnet, PDF, etc.).
14.08	Identify effective Boolean search strategies.

15.0	Demonstrate proficiency using HTML commands. – The student will be able to:

15.01	Identify elements of a Web page.
15.02	Describe individual Web page layouts and content (e.g., writing for the Web, Web structure).
15.03	Define basic HTML terminology.
15.04	Analyze HTML source code developed by others.
15.05	Create Web pages using basic HTML tags (e.g., links, lists, character styles, text alignment, tables).
15.06	Use storyboarding techniques for subsequent Web pages (e.g., linear, hierarchical).
15.07	Edit and test HTML documents for accuracy and validity.
15.08	Use basic functions of WYSIWYG editors.
15.09	Use basic functions of HTML, DHTML, and XML editors and converters.
15.10	Enhance web pages through the addition of images and graphics including animation.

16.0	Demonstrate proficiency in page design applicable to the WWW. – The student will be able to:

16.01	Develop an awareness of acceptable Web page design, including index pages in relation to the rest of the Web site.
16.02	Describe and apply color theory as it applies to Web page design (e.g., background and text color).
16.03	Access and digitize graphics through various resources (e.g., scanner, digital cameras, on-line graphics, clipart, CD-ROMs).
16.04	Use image design software to create and edit images.
16.05	Demonstrate proficiency in publishing to the Internet.
16.06	Demonstrate proficiency in adding downloadable forms to web pages.
16.07	Explain the need for web-based applications.

17.0	Demonstrate proficiency using specialized web design software. – The student will be able to:

17.01	Compare and contrast various specialized web design software (e.g., Flash, Shockwave, GoLive, Director, etc.).
17.02	Demonstrate proficiency using use of various specialized web design software (e.g., Flash, Shockwave, GoLive, Director, etc.).

18.0	Develop an awareness of the information technology industry. – The student will be able to:

18.01	Explain how information technology impacts the operation and management of business and society.
18.02	Explain the emergence of e-commerce and e-government and the potential impact on business and society.
18.03	Explain the emergence of a paperless society. 

19.0	Develop an awareness of microprocessors and digital computers. – The student will be able to:

19.01	Describe the evolution of the digital computer.
19.02	Explain the general architecture of a microcomputer system.
19.03	Explain the evolution of microprocessors.
19.04	Explain software hierarchy and its impact on microprocessors.
19.05	Explain the need for and use of peripherals.  
19.06	Demonstrate proficiency using peripherals.
19.07	Identify the basic concepts of computer maintenance and upgrades.
19.08	Differentiate between diagnosing and troubleshooting.

20.0	Develop an awareness of programming languages. – The student will be able to:

20.01	Explain the history of programming languages.
20.02	Explain the need for and use of compilers.
20.03	Explain how compilers work.
20.04	Identify the three types of programming design approaches (e.g., top-down, structured, and object-oriented).

21.0	Develop an awareness of emerging technologies. – The student will be able to:

21.01	Compare and contrast various methods of evaluation for emerging technologies.
21.02	Demonstrate knowledge of the process of planning upgrades and changeovers.
21.03	Compare and contrast emerging technologies and describe how they impact business in the global marketplace (e.g., wireless, wireless web, cell phones, portables/handhelds, smart appliances, home networks, peer-to-peer, etc.).

22.0	Demonstrate an understanding of the seven layers of the Open Systems Interface (OSI) model. – The student will be able to:

22.01	Identify how types of networks and how they work.
22.02	Identify the role of servers and clients on a network.
22.03	Identify benefits and risks of networked computing.
22.04	Identify the relationship between computer networks and other communications networks (i.e. telephone systems).
22.05	Identify Intranets, Extranets and how they relate to the Internet.
22.06	Demonstrate basic understanding of network administration.
22.07	Describe the evolution of OSI from its inception to the present and into the future.
22.08	Explain the interrelations of the seven layers of the Open Systems Interface (OSI) as it relates to hardware and software.

23.0	Demonstrate proficiency using common software applications. – The student will be able to:

23.01	Compare and contrast the appropriate use of various software applications (e.g., word processing, desktop publishing, graphics design, web browser, e-mail, presentation, database, scheduling, financial management, Java applet, music, etc.).
23.02	Demonstrate proficiency in the use of various software applications (e.g., word processing, desktop publishing, graphics design, web browser, e-mail, presentation, database, scheduling, financial management, Java applet, music, etc.).

24.0	Demonstrate proficiency using specialized software applications. – The student will be able to:

24.01	Compare and contrast the appropriate use of specialized software applications (e.g., (OLTP, Computer Aided Design, Computer Aided Manufacturing, 3D animation process control, materials management, etc.).
24.02	Demonstrate awareness of specialized software applications (e.g., OLTP, Computer Aided Design, Computer Aided Manufacturing, 3D animation, process control, materials management, etc.)
24.03	Demonstrate the ability to incorporate digital sound.

Course Number: CTS0086
Occupational Completion Point – B 
Help Desk Support Assistant – 300 Hours – SOC Code 15-1151

25.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

25.01	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).

26.0	Participate in work-based learning experiences. – The student will be able to:

26.01	Participate in work-based learning experiences in a PC/software support services environment.
26.02	Discuss the use of technology in a PC/software support services environment.

27.0	Perform installation and configuration activities. – The student will be able to:

27.01	Install operating system software.

28.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

28.01	Demonstrate an understanding of the operation and purpose of hardware components.
28.02	Demonstrate proficiency in basic preventative hardware maintenance.
28.03	Apply basic rules for hardware safety.

29.0	Develop electronic communications skills. – The student will be able to:

29.01	Explain the operation of the Internet, its importance today, and its brief history.
29.02	Identify the types of electronic communications software and hardware and explain their functions and use.
29.03	Exhibit proficiency in using various features of a browser.

30.0	Demonstrate an understanding of system software and application software. – The student will be able to:

30.01	Perform word processing, spreadsheet, database, presentation, desktop publishing, and accounting activities with software commonly used in business.
30.02	Identify software problems to execute appropriate course of action.

31.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

31.01	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).
31.02	Communicate technical information in a concise, understandable manner to a non-technical audience both verbally and in writing.
31.03	Contribute technical solutions to a resource library.
31.04	Demonstrate active listening techniques.

32.0	Participate in work-based learning experiences. – The student will be able to:

32.01	Participate in work-based learning experiences in a PC/software support services environment.
32.02	Discuss the use of technology in a PC/software support services environment.
32.03	Compare and contrast the software applications used in a PC/software support services environment.

33.0	Perform end user support and assistance by troubleshooting and diagnosing through telephone, e-mail, remote access, or direct contact. – The student will be able to:

33.01	Apply appropriate communication etiquette in responding to user requests for assistance in a timely manner.
33.02	Demonstrate patience, active listening skills, and probing skills in responding to user requests for assistance.

34.0	Perform installation and configuration activities. – The student will be able to:

34.01	Interpret error messages properly.
34.02	Install operating system software.
34.03	Customize operating systems.
34.04	Install application software.

35.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

35.01	Demonstrate an understanding of the operation and purpose of hardware components.
35.02	Demonstrate proficiency in basic preventative hardware maintenance.
35.03	Apply basic rules for hardware safety.

36.0	Perform e-mail activities - The student will be able to:

36.01	Describe e-mail capabilities and functions.
36.02	Create and send e-mail messages with attachments.
36.03	Reply to and forward e-mail messages.
36.04	Organize and manage e-mail messages.
36.05	Utilize all applicable e-mail options and functions.
36.06	Use the Internet to perform e-mail activities.

37.0	Demonstrate an understanding of computer networks. – The student will be able to:

37.01	Define networking and describe the purpose of a network.
37.02	Describe the various types of network topologies.

38.0	Develop electronic communications skills. – The student will be able to:

38.01	Explain the operation of the Internet, its importance today, and its brief history.
38.02	Identify the types of electronic communications software and hardware and explain their functions and use.
38.03	Exhibit proficiency in using various features of a browser.
38.04	Demonstrate ethical use of the Internet.

39.0	Demonstrate an understanding of system software and application software. – The student will be able to:

39.01	Perform word processing, spreadsheet, database, presentation, desktop publishing, and accounting activities with software commonly used in business.
39.02	Identify software problems to execute appropriate course of action.
39.03	Diagnose software problems to execute appropriate course of action.
39.04	Perform system backup.

60.0	Demonstrate language arts knowledge and skills. – The student will be able to:	AF 2.0

60.01	Locate, comprehend and evaluate key elements of oral and written information.	AF 2.4
60.02	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.	AF 2.5
60.03	Present information formally and informally for specific purposes and audiences.	AF 2.9

61.0	Demonstrate mathematics knowledge and skills. – The student will be able to:	AF 3.0

61.01	Demonstrate knowledge of arithmetic operations.	AF 3.2
61.02	Analyze and apply data and measurements to solve problems and interpret documents.	AF 3.4
61.03	Construct charts/tables/graphs using functions and data.	AF 3.5

62.0	Demonstrate science knowledge and skills. – The student will be able to:	AF 4.0

62.01	Discuss the role of creativity in constructing scientific questions, methods and explanations.	AF 4.1
62.02	Formulate scientifically investigable questions, construct investigations, collect and evaluate data, and develop scientific recommendations based on findings.	AF 4.3

63.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. – The student will be able to:

63.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	CM 1.0
63.02	Locate, organize and reference written information from various sources.	CM 3.0
63.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	CM 5.0
63.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.	CM 6.0
63.05	Apply active listening skills to obtain and clarify information.	CM 7.0
63.06	Develop and interpret tables and charts to support written and oral communications.	CM 8.0
63.07	Exhibit public relations skills that aid in achieving customer satisfaction.	CM 10.0

64.0	Solve problems using critical thinking skills, creativity and innovation. – The student will be able to:

64.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	PS 1.0
64.02	Employ critical thinking and interpersonal skills to resolve conflicts.	PS 2.0
64.03	Identify and document workplace performance goals and monitor progress toward those goals. 	PS 3.0
64.04	Conduct technical research to gather information necessary for decision-making.	PS 4.0

65.0	Use information technology tools. – The student will be able to:

65.01	Use personal information management (PIM) applications to increase workplace efficiency.	IT 1.0
65.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, email, and internet applications.	IT 2.0
65.03	Employ computer operations applications to access, create, manage, integrate, and store information.	IT 3.0
65.04	Employ collaborative/groupware applications to facilitate group work.	IT 4.0

66.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. – The student will be able to:

66.01	Describe the nature and types of business organizations.	SY 1.0
66.02	Explain the effect of key organizational systems on performance and quality. 
66.03	List and describe quality control systems and/or practices common to the workplace.	SY 2.0
66.04	Explain the impact of the global economy on business organizations.

69.0	Describe the importance of professional ethics and legal responsibilities. – The student will be able to:

69.01	Evaluate and justify decisions based on ethical reasoning.	ELR 1.0
69.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	ELR 1.1
69.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	ELR 1.2
69.04	Interpret and explain written organizational policies and procedures.	ELR 2.0

Course Number: CTS0087
Occupational Completion Point – C 
Help Desk Technician – 300 Hours – SOC Code 15-1151

40.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

40.01	Contribute technical solutions to a resource library.
40.02	Collaborate with associates to resolve user technical difficulties.
40.03	Use appropriate etiquette and manners when communicating with people of varying cultures.

41.0	Participate in work-based learning experiences. – The student will be able to:

41.01	Participate in work-based learning experiences in a PC/software support services environment.
41.02	Compare and contrast the software applications used in a PC/software support services environment.

42.0	Perform installation and configuration activities. – The student will be able to:

42.01	Install and configure software including device drivers.

43.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

43.01	Demonstrate an understanding of the operation and purpose of hardware components.

44.0	Demonstrate proficiency using computer networks. – The student will be able to:

44.01	Identify the purposes and interrelationships among the major components of networks (e.g., servers, clients, transmission media, network operating system, network boards).

45.0	Develop electronic communications skills. – The student will be able to:

45.01	Select and use appropriate electronic communications software and hardware for specific tasks.
45.02	Compare and contrast Internet software and protocols.

46.0	Demonstrate proficiency using system software and application software. – The student will be able to:

46.01	Identify software problems to execute appropriate course of action.
46.02	Perform advanced word processing, spreadsheet, database, presentation, desktop publishing, and accounting activities with software commonly used in business.

47.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

47.01	Collaborate with associates to resolve user technical difficulties.

48.0	Participate in work-based learning experiences. – The student will be able to:

48.01	Participate in work-based learning experiences in a PC/software support services environment.
48.02	Discuss the management/supervisory skills needed in a PC/software support services environment.

49.0	Perform installation and configuration activities. – The student will be able to:

49.01	Resolve computer error messages.

50.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

50.01	Demonstrate preventative hardware maintenance.

51.0	Demonstrate proficiency using computer networks. – The student will be able to:

51.01	Identify and describe the purpose of standards, protocols, and the Open Systems Interconnection (OSI) reference model.
51.02	Discuss the responsibilities of the network administrator (e.g., rights and responsibilities).

52.0	Develop electronic communications skills. – The student will be able to:

52.01	Diagnose and resolve electronic communications operational problems.
52.02	Identify the components of a Web page.

53.0	Demonstrate proficiency using system software and application software. – The student will be able to:

53.01	Refine and resolve software performance issues using advanced software/system features and programs.
53.02	Apply integration techniques to enhance business software application projects.
53.03	Describe knowledge database search procedures used to identify possible solutions when troubleshooting software and hardware problems.

67.0	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:

67.01	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.	SHE 1.0
67.02	Explain emergency procedures to follow in response to workplace accidents.
67.03	Create a disaster and/or emergency response plan.	SHE 2.0

68.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. – The student will be able to:

68.01	Employ leadership skills to accomplish organizational goals and objectives.	LT 1.0
68.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	LT 3.0
68.03	Conduct and participate in meetings to accomplish work tasks.	LT 4.0 
68.04	Employ mentoring skills to inspire and teach others.	LT 5.0

70.0	Explain the importance of employability skill and entrepreneurship skills. – The student will be able to:

70.01	Identify and demonstrate positive work behaviors needed to be employable.	ECD 1.0
70.02	Develop personal career plan that includes goals, objectives, and strategies.	ECD 2.0
70.03	Examine licensing, certification, and industry credentialing requirements.  	ECD 3.0
70.04	Maintain a career portfolio to document knowledge, skills, and experience.	ECD 5.0
70.05	Evaluate and compare employment opportunities that match career goals.	ECD 6.0
70.06	Identify and exhibit traits for retaining employment.	ECD 7.0
70.07	Identify opportunities and research requirements for career advancement.	ECD 8.0
70.08	Research the benefits of ongoing professional development.	ECD 9.0
70.09	Examine and describe entrepreneurship opportunities as a career planning option.	ECD 10.0

71.0	Demonstrate personal money-management concepts, procedures, and strategies.  – The student will be able to:

71.01	Identify and describe the services and legal responsibilities of financial institutions.	FL 2.0
71.02	Describe the effect of money management on personal and career goals.	FL 3.0
71.03	Develop a personal budget and financial goals.	FL 3.1
71.04	Complete financial instruments for making deposits and withdrawals.	FL 3.2
71.05	Maintain financial records.	FL 3.3
71.06	Read and reconcile financial statements.	FL 3.4
71.07	Research, compare and contrast investment opportunities.

Course Number: CTS0088
Occupational Completion Point – D 
Help Desk Analyst – 150 Hours – SOC Code 15-1151

54.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

54.01	Determine when more information is needed and ask appropriate questions.

55.0	Participate in work-based learning experiences. – The student will be able to:

55.01	Participate in work-based learning experiences in a PC/software support services environment.

56.0	Perform installation and configuration activities. – The student will be able to:

56.01	Perform procedures for installing and replacing hardware.

57.0	Demonstrate proficiency using computer networks. – The student will  be able to:

57.01	Identify the purposes and interrelationships among the major components of networks (e.g., servers, clients, transmission media, network operating system, network boards).

58.0	Demonstrate proficiency using system software and application software. – The student will be able to:

58.01	Describe knowledge database search procedures used to identify possible solutions when troubleshooting software and hardware problems.

59.0	Develop telephone skills and techniques relevant to customer care services. – The student will be able to:

59.01	Apply call center vocabulary.
59.02	Listen and input information simultaneously.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	Keyboarding and Business Skills/
	Applied Computer Business Skills I
Course Number:	8200320
Course Credit:	.5

Course Description:

This course is designed to provide a basic overview of current business and information systems and trends and to introduce students to the basics and foundations required for today's business environments.  Emphasis is placed on developing proficiency with touch keyboarding and fundamental word processing applications, so that they may be used as communication tools for enhancing personal and work place proficiency in an information-based society.

This course, along with Computer and Business Skills/Applied Computer Business Skills II is equivalent to Computing for College and Careers.  Students should complete this course before enrolling in Computer and Business Skills/Applied Computer Business Skills II.

1.0 	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.09	Develop keyboarding skills to enter and manipulate text and data.
01.10	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.11	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.12	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.13	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.14	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.15	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.16	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

2.0	 	Demonstrate comprehension and communication skills. – The student will be able to:

02.07	Read and comprehend technical and non-technical reading assignments related to course content, including, books, magazines and electronic sources.
02.08	Write clear and well-organized research papers using MLA or APA documentation formats, integrating software applications for documentation setup. Demonstrate knowledge of ethical behavior regarding plagiarism and copyright violations.
02.09	Prepare and deliver a report using appropriate presentation software. 
02.10	Select a team leader to facilitate large group discussions with team members.
02.11	Take notes, organize, summarize, and paraphrase main ideas and details using various note taking systems and reading strategies.
02.12	Interpret data on line graphs, pie charts, diagrams, and tables commonly used in spreadsheet software applications that incorporate industry data.

3.0	 Use technology to enhance the effectiveness of communication skills. – The student will be able to:

03.01	Select and use word processing software and accompanying features to enhance written business communications.
03.02	Share and maintain documents by applying different views and protection to a document and manage document versions.  Share and save a document and apply a template.
03.03	Format content to a document by applying font, paragraph attributes, indent and tab settings to text and paragraphs. Apply spacing settings to text and paragraphs.  Navigate and search through a document, create and manipulate tables.
03.04	Apply page layout and reusable content by editing and manipulating page setup settings and applying themes.  Construct content by using the building blocks tools.  Create and manipulate page backgrounds, headers and footers.
03.05	Use image design theory and software to create illustrations, shapes, and graphics and include a selection in a document.  Insert and format pictures, shapes, and clipart.  Apply and manipulate text boxes.
03.06	Proofread documents by validating content through the use of spell and grammar check.  Configure autocorrect settings, insert and modify comments in a document.
03.07	Apply references and hyperlinks, create end and footnotes, and create a table of contents in a document.
03.08	Perform various mail merge options.      

4.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  – The student will be able to:

04.01	Explore, design, implement, and evaluate organizational structures and cultures for managing project teams.
04.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
04.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

05.0	Perform e-mail activities.  – The student will be able to:

05.01	Describe and perform e-mail capabilities and functions. Create and send messages, manage signature and automated messages. Save, send, schedule, and manage junk mail, e-mail and spam. Configure message sensitivity, security and delivery options.
05.02	Use the Internet to perform e-mail activities, including: attaching external files, saving e-mail attachments, viewing mailbox details, establishing appointments, creating contact groups, and sending a meeting to a contact group to communicate in the workplace.
05.03	Manage tasks and organize information.

06.0	Demonstrate proficiency using slide presentation software.  – The student will be able to:

06.01	Manage and configure the presentation software environment, including: adjusting views, manipulating window, configuring toolbar and file options.
06.02	Create slide presentations utilizing various project development elements, including: adding and removing slides, slide layouts, format slide design, insert or format placeholders.
06.03	Locate, create and incorporate graphical and multimedia elements, including: shapes, graphics, images, bullets, hyperlinks, video, and audio into a slide presentation appropriate for the project. 
06.04	Explore and apply design and color theory to create dynamic and appealing visuals.  
06.05	Explore various design tools and applications. 
06.06	Create and manipulate graphical and multimedia elements to improve or develop new contacts appropriate for the project, including: creation of images, color selections, tone, hue and contrast.
06.07	Demonstrate various business-related elements that can be created, embedded and manipulated in a slide presentation, including: charts, graphs, tables, spreadsheets, flowcharts, and organizational charts.
06.08	Apply slide transitions and create custom animations to slide presentations appropriate for the target audience.
06.09	Demonstrate different delivery methods for slide presentations, including: packaging for CD delivery, video projection – on mouse click, rehearsed timings, printing options - outlines, handouts, slides and notes.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	Computer and Business Skills/Applied Computer Business Skills II
Course Number:	8200330
Course Credit:	.5

Course Description:

This course is designed to introduce students to the basic skills and foundations required for today’s business environments.  Emphasis is placed on developing proficiency with touch keyboarding and fundamental computer applications using databases, spreadsheets, presentation applications, and the integration of these programs using software that meets industry standards.

This course, along with Keyboarding and Business Skills/Applied Computer Business Skills I is equivalent to Computing for College and Careers.  Students should complete Keyboarding and Business Skills/Applied Computer Business Skills I before enrolling in this course.

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.03	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.04	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.05	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.06	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.07	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.08	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

02.0	 Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  The student will be able to: 

02.01	Demonstrate how to connect to the Internet and use appropriate Internet protocol.  Identify and describe web terminology, addresses and how browsers work.
02.02	Demonstrate proficiency using basic features of GUI browsers, including: bookmarks, basic configurations, e-mail configurations, and address books.  Describe appropriate browser security configurations. 
02.03	Describe information technology terminology, including Internet, intranet, ethics, copyright laws, and regulatory control.  
02.04	Demonstrate proficiency using search engines and search tools.
02.05	Use various web tools, including: downloading files, transfer of files, telnet, PDF, plug-ins, and data compression.  Identify Boolean search strategies. 
02.06	Use computer networks, including on-line databases and resources to facilitate collaborative or individual learning and communication.
02.07	Describe how business transactions and academic applications are supported by interactive web applications, including sharing photos and video clips, messaging, chatting and collaborating.
02.08	Describe appropriate use of social networking sites and applications, blogs and collaborative tools for file sharing and using listservers.

03.0	Use database and spreadsheet applications. The student will be able to:

03.01	Manage the worksheet environment by navigating through and printing a worksheet. Personalize the environment by manipulating the ribbon tabs, group settings, importing data, manipulating properties, files and folders.
03.02	Create cell data, apply auto fill and hyperlinks.
03.03	Format cells and worksheets by applying cell formats, merging and splitting cells, create row and column titles, hide and unhide column titles, rows and columns.  Manipulate page set up options.  Create and apply cell styles.
03.04	Manage worksheets and workbooks by creating and formatting worksheets and manipulating views. 
03.05	Apply formulas and functions by creating formulas, enforcing precedence and cell formula references.  Apply conditional formula logic, name and cell ranges.
03.06	Demonstrate data visually by creating and modifying charts and images. 
03.07	Share worksheet data through email, changing file type and different versions.  Manage comments.
03.08	Analyze and organize data through filters, sorting and applying conditional formatting.

04.0	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:

04.01	Analyze, interpret, compile, and demonstrate the ability to present and communicate data in understandable and measurable terms using common statistical procedures using charts and graphs.
04.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
04.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas and spreadsheets when appropriate.

05.0	 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:

05.01	Analyze personal skills and aptitudes in comparison with various business related job and career options.
05.02	Use career resources to develop an information base that reflects local and global business related occupations and opportunities for continuing education and workplace experience.	
05.03	Demonstrate job-seeking skills required for entry-level employment, including resume, cover letter, thank you letter, online/hard copy application, mock interview, and follow-up call.
05.04	Design and initiate a plan to facilitate growth and skill development related to anticipated job requirements and career expectations.
05.05	Refine and implement a plan to facilitate personal growth and skill development related to anticipated job requirements and career expectations.
05.06	Demonstrate an awareness of specific job requirements and career paths (e.g., requirements, characteristics needed) in business environments.
05.07	Demonstrate an awareness of the potential impact of local and global trends on career plans and life goals.
05.08	Describe the importance of building community and mentor relationships in a variety of professional and workplace situations. 

06.0	 Demonstrate personal and interpersonal skills appropriate for the workplace. – The student will be able to:

06.04	Demonstrate ways of accepting constructive criticism on team projects within the workplace.
06.05	Apply appropriate strategies to manage and resolve conflicts in work situations.
06.06	Demonstrate personal and interpersonal skills appropriate for the workplace, including: responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, and professional dress.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title: 	Computing for College and Careers
Course Number: 	8209020
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 proficient fundamental computer skills. The intention of this course is to prepare students to be successful both personally and professionally in an information based society. Computing for College and Careers includes proficiency with computers in the exploration and use of: databases, the internet, spreadsheets, presentation applications, management of personal information and email, word processing and document manipulation, 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 151151. 

Standards included in this course of instruction have been aligned to the academic courses shown below.  This table shows the number of aligned benchmarks, the total number of academic benchmarks, and the percentage of alignment.

Math	Science	
Algebra 1	^^	Biology 1	8/56
14%	Anatomy/Physiology Honors	2/53
4%	Astronomy Solar/Galactic Honors	12/52
23%	
Algebra 2	^^	Chemistry 1	17/55
31%	Genetics	4/35
11%	Marine Science 1 Honors	12/42
29%	
Geometry	^^	Physics 1	13/53
25%	Earth-Space Science	10/58
17%	Physical Science	17/56
30%	
^^	Alignment pending full implementation of the		**	Alignment pending review
	Common Core State Standards for Mathematics. 	#	Alignment attempted, but no correlation to academic course.

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912. L.14.12, 14.16, 16.10, 17.11,17.13,17.15,17.16,17.19,17.20; N.1.1,1.3, 1.4, 1.7, 2.2, 2.5,3.5,4.2,4.4

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current computer technology and software to perform personal and business related tasks in the workplace by establishing digital calendars, meetings, appointments, and create and manipulate e-mail contacts.
01.03	Identify and describe types of file systems and classify common file extensions based on software application programs used in the workplace environment.
01.04	 Use reference materials such as on-line help, tutorials, and manuals available for application software.
01.05	Demonstrate basic computer file management skills and file naming conventions to accurately organize files into hierarchies by labeling file folders for easy accessibility.
01.06	Discuss the process of troubleshooting problems with computer hardware peripherals, including input and output devices in the workplace environment.
01.07	Describe ethical issues and problems associated with computers and information systems, including federal laws against anti-piracy with computers and PC software security protection.
01.08	Apply ergonomic principles and view devices applicable to computer workstation and the workplace environment.

02.0	Demonstrate comprehension and communication skills. – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1, 1.3, 1.4, 1.6, 2.2; D.7.2, 11.1 

02.01	Read and comprehend technical and non-technical reading assignments related to course content, including, books, magazines and electronic sources.
02.02	Write clear and well-organized research papers using MLA or APA documentation formats, integrating software applications for documentation setup. Demonstrate knowledge of ethical behavior regarding plagiarism and copyright violations.
02.03	Prepare and deliver a report using appropriate presentation software. 
02.04	Select a team leader to facilitate large group discussions with team members.
02.05	Take notes, organize, summarize, and paraphrase main ideas and details using various note taking systems and reading strategies.
02.06	Interpret data on line graphs, pie charts, diagrams, and tables commonly used in spreadsheet software applications that incorporate industry data.

03.0	Use technology to enhance the effectiveness of communication skills. – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1, 1.4, 2.2, 3.5; G.1.2, 2.3, 2.4, 2.7, 7.2, 7.7

03.01	Select and use word processing software and accompanying features to enhance written business communications.
03.02	Share and maintain documents by applying different views and protection to a document and manage document versions.  Share and save a document and apply a template.
03.03	Format content to a document by applying font, paragraph attributes, indent and tab settings to text and paragraphs. Apply spacing settings to text and paragraphs.  Navigate and search through a document, create and manipulate tables.
03.04	Apply page layout and reusable content by editing and manipulating page setup settings and applying themes.  Construct content by using the building blocks tools.  Create and manipulate page backgrounds, headers and footers.
03.05	Use image design theory and software to create illustrations, shapes, and graphics and include a selection in a document.  Insert and format pictures, shapes, and clipart.  Apply and manipulate text boxes.
03.06	Proofread documents by validating content through the use of spell and grammar check.  Configure autocorrect settings, insert and modify comments in a document.
03.07	Apply references and hyperlinks, create end and footnotes, and create a table of contents in a document.
03.08	Perform various mail merge options.      
 
04.0	Use computer networks, internet and online databases to facilitate collaborative or individual learning and communication.  The student will be able to: 

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1, 1.3, 1.4, 1.7, 3.1,3.5, 4.1, 4.2,

04.01	Demonstrate how to connect to the Internet and use appropriate Internet protocol.  Identify and describe web terminology, addresses and how browsers work.
04.02	Demonstrate proficiency using basic features of GUI browsers, including: bookmarks, basic configurations, e-mail configurations, and address books.  Describe appropriate browser security configurations. 
04.03	Describe information technology terminology, including Internet, intranet, ethics, copyright laws, and regulatory control.  
04.04	Demonstrate proficiency using search engines and search tools.
04.05	Use various web tools, including: downloading files, transfer of files, telnet, PDF, plug-ins, and data compression.  Identify Boolean search strategies. 
04.06	Use computer networks, including on-line databases and resources to facilitate collaborative or individual learning and communication.
04.07	Describe how business transactions and academic applications are supported by interactive web applications, including sharing photos and video clips, messaging, chatting and collaborating.
04.08	Describe appropriate use of social networking sites and applications, blogs and collaborative tools for file sharing and using listservers.

05.0	Use database and spreadsheet applications. The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1,1.3, 1.4,1.7,3.5; D.6.2; G.8.2, G.8.3

05.01	Manage the worksheet environment by navigating through and printing a worksheet. Personalize the environment by manipulating the ribbon tabs, group settings, importing data, manipulating properties, files and folders.
05.02	Create cell data, apply auto fill and hyperlinks.
05.03	Format cells and worksheets by applying cell formats, merging and splitting cells, create row and column titles, hide and unhide column titles, rows and columns.  Manipulate page set up options.  Create and apply cell styles.
05.04	Manage worksheets and workbooks by creating and formatting worksheets and manipulating views. 
05.05	Apply formulas and functions by creating formulas, enforcing precedence and cell formula references.  Apply conditional formula logic, name and cell ranges.
05.06	Demonstrate data visually by creating and modifying charts and images. 
05.07	Share worksheet data through email, changing file type and different versions.  Manage comments.
05.08	Analyze and organize data through filters, sorting and applying conditional formatting.
 
06.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles.  – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1,1.4,1.5, 3.2, 3.5, 4.1,4.2

06.01	Explore, design, implement, and evaluate organizational structures and cultures for managing project teams.
06.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
06.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

07.0	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:

This standard supports the following Next Generation Sunshine State Standards: G.8.2, 8.3; SC.912.N.1.1, 3.5, 4.1; P.12.9,

07.01	Analyze, interpret, compile, and demonstrate the ability to present and communicate data in understandable and measurable terms using common statistical procedures using charts and graphs.
07.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
07.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas and spreadsheets when appropriate.

08.0	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:

This standard supports the following Next Generation Sunshine State Standards: SC.912.L.16.10, 17.11, 17.15, 17.16, 17.19,17.20; N.1.1, 1.3, 1.4, 1.6, 1.7, 2.4, 3.5, 4.1, 4.2

08.01	Analyze personal skills and aptitudes in comparison with various business related job and career options.
08.02	Use career resources to develop an information base that reflects local and global business related occupations and opportunities for continuing education and workplace experience.	
08.03	Demonstrate job-seeking skills required for entry-level employment, including resume, cover letter, thank you letter, online/hard copy application, mock interview, and follow-up call.
08.04	Design and initiate a plan to facilitate growth and skill development related to anticipated job requirements and career expectations.
08.05	Refine and implement a plan to facilitate personal growth and skill development related to anticipated job requirements and career expectations.
08.06	Demonstrate an awareness of specific job requirements and career paths (e.g., requirements, characteristics needed) in business environments.
08.07	Demonstrate an awareness of the potential impact of local and global trends on career plans and life goals.
08.08	Describe the importance of building community and mentor relationships in a variety of professional and workplace situations. 

09.0	Demonstrate personal and interpersonal skills appropriate for the workplace. – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1, 1.3, 1.4, 1.6, 2.5, 3.5

09.01	Demonstrate ways of accepting constructive criticism on team projects within the workplace.
09.02	Apply appropriate strategies to manage and resolve conflicts in work situations.
09.03	Demonstrate personal and interpersonal skills appropriate for the workplace, including: responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, and professional dress.

10.0	Perform e-mail activities.  – The student will be able to: 

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1,1.4, 3.5, 4.1,4.2

10.01	Describe and perform e-mail capabilities and functions. Create and send messages, manage signature and automated messages. Save, send, schedule, and manage junk mail, e-mail and spam. Configure message sensitivity, security and delivery options.
10.02	Use the Internet to perform e-mail activities, including: attaching external files, saving e-mail attachments, viewing mailbox details, establishing appointments, creating contact groups, and sending a meeting to a contact group to communicate in the workplace.
10.03	Manage tasks and organize information.

11.0	Demonstrate proficiency using slide presentation software.  – The student will be able to:

This standard supports the following Next Generation Sunshine State Standards: SC.912.N.1.1,1.3,1.4, 1.6,1.7, 3.5,4.2; P.10.18, 

11.01	Manage and configure the presentation software environment, including: adjusting views, manipulating window, configuring toolbar and file options.
11.02	Create slide presentations utilizing various project development elements, including: adding and removing slides, slide layouts, format slide design, insert or format placeholders.
11.03	Locate, create and incorporate graphical and multimedia elements, including: shapes, graphics, images, bullets, hyperlinks, video, and audio into a slide presentation appropriate for the project. 
11.04	Explore and apply design and color theory to create dynamic and appealing visuals.  
11.05	Explore various design tools and applications. 
11.06	Create and manipulate graphical and multimedia elements to improve or develop new contacts appropriate for the project, including: creation of images, color selections, tone, hue and contrast.
11.07	Demonstrate various business-related elements that can be created, embedded and manipulated in a slide presentation, including: charts, graphs, tables, spreadsheets, flowcharts, and organizational charts.
11.08	Apply slide transitions and create custom animations to slide presentations appropriate for the target audience.
11.09	Demonstrate different delivery methods for slide presentations, including: packaging for CD delivery, video projection – on mouse click, rehearsed timings, printing options - outlines, handouts, slides and notes.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	Introduction to Information Technology
Course Number:	8207310
Course Credit:	1

Course Description:

This course is designed to provide an introduction to information technology concepts and careers as well as the impact information technology has on the world, people, and industry and basic web design concepts.  The content includes information technology career research; operating systems and software applications; electronic communications including e-mail and Internet services; basic HTML, DHTML, and XML web commands and design; emerging technologies, and Web page design.  

Standards included in this course of instruction have been aligned to the academic courses shown below.  This table shows the number of aligned benchmarks, the total number of academic benchmarks, and the percentage of alignment.

Math	Science	
Algebra 1	^^	Biology 1	2/56
4%	Anatomy/Physiology Honors	2/53
4%	Astronomy Solar/Galactic Honors	2/52
4%	
Algebra 2	^^	Chemistry 1	2/55
4%	Genetics	2/35
6%	Marine Science 1 Honors	2/42
5%	
Geometry	^^	Physics 1	2/53
4%	Earth-Space Science	2/58
3%	Physical Science	2/56
4%	
^^	Alignment pending full implementation of the		**	Alignment pending review
	Common Core State Standards for Mathematics. 	#	Alignment attempted, but no correlation to academic course.

01.0	Demonstrate knowledge, skill, and application of information systems to accomplish job objectives and enhance workplace performance. – The student will be able to:

01.01	Develop keyboarding skills to enter and manipulate text and data.
01.02	Describe and use current and emerging computer technology and software to perform personal and business related tasks.
01.03	Identify and describe communications and networking systems used in workplace environments.
01.04	Use reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals available for application software.
01.05	Troubleshoot problems with computer hardware peripherals   and other office equipment.
01.06	Describe ethical issues and problems associated with computers and information systems.

02.0	Demonstrate comprehension and communication skills. – The student will be able to:

02.01	Use listening, speaking, telecommunication and nonverbal skills and strategies to communicate effectively with supervisors, co-workers, and customers.
02.02	Organize ideas and communicate oral and written messages appropriate for information technology environments.
02.03	Collaborate with individuals and teams to complete tasks and solve information technology problems.
02.04	Identify, define, and discuss professional information technology terminology appropriate for internal and external communications in an information technology environment.
02.05	Apply the writing process to the creation of appropriate documents following designated business formats.
02.06	Demonstrate an awareness of project management concepts and tools (e.g., timelines, deadlines, resource allocation, time management, delegation of tasks, collaboration, etc.).

03.0	Use technology to enhance the effectiveness of communication skills —The student will be able to:

03.01	Use database, spreadsheet, presentation software, scheduling, and integrated software packages to enhance communication.
03.02	Respond to and utilize information derived from multiple sources (e.g., written documents, instructions, e-mail, voice mail) to solve business problems and complete business tasks.

04.0	Develop an awareness of management functions and organizational structures as they relate to today’s workplace and employer/ employee roles. – The student will be able to:

04.01	Explore, design, implement, and evaluate organizational structures and cultures. 
04.02	Explore and demonstrate an awareness of current trends in business and the employee’s role in maintaining productive business environments in today’s global workplace.
04.03	Collaborate with individuals and teams to complete tasks and solve business-related problems and demonstrate initiative, courtesy, loyalty, honesty, cooperation, and punctuality as a team member.

05.0	Practice quality performance in the learning environment and the workplace. – The student will be able to:

05.01	Assess personal, peer and group performance and identify and implement strategies for improvement (e.g., organizational skills, note taking/outlining, advance organizers, reasoning skills, problem-solving skills, and decision-making skills).
05.02	Develop criteria for assessing products and processes that incorporate effective business practices (e.g., time management, productivity, total quality management).

06.0	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:

06.01	Demonstrate awareness of the following workplace essentials: Quality customer service; business ethics; confidentiality of information; copyright violations; accepted workplace rules, regulations, policies, procedures, processes, and workplace safety, and appropriate attire and grooming.

07.0	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:

This standard supports the following Common Core State Standards and Next Generation Sunshine State Standards: MACC.912.N-Q.1.3; MACC.912.S-IC.2

07.01	Analyze, interpret, compile, and demonstrate the ability to present/communicate data in understandable and measurable terms using common statistical procedures.
07.02	Use common standards of measurement including the metric system in solving work-related or business problems (e.g., length, weight, currency, time).
07.03	Select and use the correct mathematical processes and tools to solve complex problem situations that are typical of business settings and use formulas when appropriate.

08.0	Assess personal strengths and weaknesses as they relate to job objectives, career exploration, personal development, and life goals. – The student will be able to:

08.01	Use personal assessment tools to identify personal strengths and weaknesses related to learning and work environments.
08.02	Analyze job and career requirements and relate career interests to opportunities in the global economy.

09.0	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:

09.01	Research, compare, and contrast information technology career clusters (e.g., characteristics needed, skills required, education required, industry certifications, advantages and disadvantages of information technology careers, the need for information technology workers, etc.).
09.02	Describe the variety of occupations and professions within the world of information technology including those where information technology is either in a primary focus or in a supportive role.
09.03	Describe job requirements for the variety of occupations and professions within the global world of information technology. 
09.04	Analyze personal skills and aptitudes in comparison with information technology career opportunities.
09.05	Refine and implement a plan to facilitate personal growth and skill development related to information technology career opportunities.
09.06	Develop and maintain an electronic career portfolio, to include, but not limited to the Resume and Letter of Application. 

10.0	Demonstrate human relations/interpersonal skills appropriate for the workplace. – The student will be able to:

10.01	Accept constructive criticism.
10.02	Demonstrate personal and interpersonal skills appropriate for the workplace (e.g., responsibility, dependability, punctuality, integrity, positive attitude, initiative, respect for self and others, professional dress, etc.).

11.0	Participate in work-based learning experiences. – The student will be able to:

11.01	Participate in work-based learning experiences in an information technology environment.
11.02	Discuss the use of technology in an information technology environment.

12.0	Perform e-mail activities. – The student will be able to:

12.01	Describe e-mail capabilities and functions.
12.02	Identify components of an e-mail message.
12.03	Identify the components of an e-mail address.
12.04	Identify when to use different e-mail options.
12.05	Attach a file to an e-mail message.
12.06	Forward an e-mail message.
12.07	Use an address book.
12.08	Reply to an e-mail message.
12.09	Use the Internet to perform e-mail activities.
12.10	Identify the appropriate use of e-mail and demonstrate related e-mail etiquette.
12.11	Identify when to include information from an original e-mail message in a response.
12.12	Identify common problems associated with widespread use of e-mail.

13.0	Demonstrate knowledge of different operating systems. – The student will be able to:

13.01	Identify operating system file naming conventions.
13.02	Demonstrate proficiency with file management and structure (e.g., folder creation, file creation, backup, copy, delete, open, save).
13.03	Demonstrate a working knowledge of standard file formats.
13.04	Explain the history and purpose of various operating systems (e.g., DOS, Windows, Mac, and Unix/Linux).

14.0	Demonstrate proficiency navigating the internet, intranet, and the WWW. – The student will be able to:

14.01	Identify and describe Web terminology.
14.02	Demonstrate proficiency in using the basic features of GUI browsers (e.g., setting bookmarks, basic configurations, e-mail configurations, address book).
14.03	Define Universal Resource Locators (URLs) and associated protocols (e.g., .com, .org, .edu, .gov, .net, .mil).
14.04	Describe and observe Internet/Intranet ethics and copyright laws and regulatory control.
14.05	Trace the evolution of the Internet from its inception to the present and into the future.
14.06	Demonstrate proficiency using search engines (e.g., Yahoo!, Google, Northern Light, Lycos, Excite, etc.).
14.07	Demonstrate proficiency using various web tools (e.g., downloading of files, transfer of files, telnet, PDF, etc.).
14.08	Identify effective Boolean search strategies.

15.0	Demonstrate proficiency using html commands. – The student will be able to:

15.01	Identify elements of a Web page.
15.02	Describe individual Web page layouts and content (e.g., writing for the Web, Web structure).
15.03	Define basic HTML terminology.
15.04	Analyze HTML source code developed by others.
15.05	Create Web pages using basic HTML tags (e.g., links, lists, character styles, text alignment, tables).
15.06	Use storyboarding techniques for subsequent Web pages (e.g., linear, hierarchical).
15.07	Edit and test HTML documents for accuracy and validity.
15.08	Use basic functions of WYSIWYG editors.
15.09	Use basic functions of HTML, DHTML, and XML editors and converters.
15.10	Enhance web pages through the addition of images and graphics including animation.

16.0	Demonstrate proficiency in page design applicable to the WWW. – The student will be able to:

16.01	Develop an awareness of acceptable Web page design, including index pages in relation to the rest of the Web site.
16.02	Describe and apply color theory as it applies to Web page design (e.g., background and text color).
16.03	Access and digitize graphics through various resources (e.g., scanner, digital cameras, on-line graphics, clipart, CD-ROMs).
16.04	Use image design software to create and edit images.
16.05	Demonstrate proficiency in publishing to the Internet.
16.06	Demonstrate proficiency in adding downloadable forms to web pages.
16.07	Explain the need for web-based applications.

17.0	Demonstrate proficiency using specialized web design software. – The student will be able to:

17.01	Compare and contrast various specialized web design software (e.g., Flash, Shockwave, GoLive, Director, etc.).
17.02	Demonstrate proficiency using use of various specialized web design software (e.g., Flash, Shockwave, GoLive, Director, etc.).

18.0	Develop an awareness of the information technology industry. – The student will be able to:

18.01	Explain how information technology impacts the operation and management of business and society.
18.02	Explain the emergence of e-commerce and e-government and the potential impact on business and society.
18.03	Explain the emergence of a paperless society. 

19.0	Develop an awareness of microprocessors and digital computers. – The student will be able to:

19.01	Describe the evolution of the digital computer.
19.02	Explain the general architecture of a microcomputer system.
19.03	Explain the evolution of microprocessors.
19.04	Explain software hierarchy and its impact on microprocessors.
19.05	Explain the need for and use of peripherals.  
19.06	Demonstrate proficiency using peripherals.
19.07	Identify the basic concepts of computer maintenance and upgrades.
19.08	Differentiate between diagnosing and troubleshooting.

20.0	Develop an awareness of programming languages. – The student will be able to:

20.01	Explain the history of programming languages.
20.02	Explain the need for and use of compilers.
20.03	Explain how compilers work.
20.04	Identify the three types of programming design approaches (e.g., top-down, structured, and object-oriented).

21.0	Develop an awareness of emerging technologies. – The student will be able to:

21.01	Compare and contrast various methods of evaluation for emerging technologies.
21.02	Demonstrate knowledge of the process of planning upgrades and changeovers.
21.03	Compare and contrast emerging technologies and describe how they impact business in the global marketplace (e.g., wireless, wireless web, cell phones, portables/handhelds, smart appliances, home networks, peer-to-peer, etc.).

22.0	Demonstrate an understanding of the seven layers of the Open Systems Interface (OSI) model. – The student will be able to:

22.01	Identify how types of networks and how they work.
22.02	Identify the role of servers and clients on a network.
22.03	Identify benefits and risks of networked computing.
22.04	Identify the relationship between computer networks and other communications networks (i.e. telephone systems).
22.05	Identify Intranets, Extranets and how they relate to the Internet.
22.06	Demonstrate basic understanding of network administration.
22.07	Describe the evolution of OSI from its inception to the present and into the future.
22.08	Explain the interrelations of the seven layers of the Open Systems Interface (OSI) as it relates to hardware and software.

23.0	Demonstrate proficiency using common software applications. – The student will be able to:

23.01	Compare and contrast the appropriate use of various software applications (e.g., word processing, desktop publishing, graphics design, web browser, e-mail, presentation, database, scheduling, financial management, Java applet, music, etc.).
23.02	Demonstrate proficiency in the use of various software applications (e.g., word processing, desktop publishing, graphics design, web browser, e-mail, presentation, database, scheduling, financial management, Java applet, music, etc.).

24.0	Demonstrate proficiency using specialized software applications. – The student will be able to:

24.01	Compare and contrast the appropriate use of specialized software applications (e.g., (OLTP, Computer Aided Design, Computer Aided Manufacturing, 3D animation process control, materials management, etc.).
24.02	Demonstrate awareness of specialized software applications (e.g., OLTP, Computer Aided Design, Computer Aided Manufacturing, 3D animation, process control, materials management, etc.)
24.03	Demonstrate the ability to incorporate digital sound.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	PC Support 1
Course Number:	8207210
Course Credit:	1

Course Description:

This course is designed to develop entry-level skills for PC support services. Emphasis is placed on developing an understanding of various computer software applications and computer hardware. 

25.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

25.01	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).

26.0	Participate in work-based learning experiences. – The student will be able to:

26.01	Participate in work-based learning experiences in a PC/software support services environment.
26.02	Discuss the use of technology in a PC/software support services environment.

27.0	Perform installation and configuration activities. – The student will be able to:

27.01	Install operating system software.

28.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

28.01	Demonstrate an understanding of the operation and purpose of hardware components.
28.02	Demonstrate proficiency in basic preventative hardware maintenance.
28.03	Apply basic rules for hardware safety.

29.0	Develop electronic communications skills. – The student will be able to:

29.01	Explain the operation of the Internet, its importance today, and its brief history.
29.02	Identify the types of electronic communications software and hardware and explain their functions and use.
29.03	Exhibit proficiency in using various features of a browser.

30.0	Demonstrate an understanding of system software and application software. – The student will be able to:

30.01	Perform word processing, spreadsheet, database, presentation, desktop publishing, and accounting activities with software commonly used in business.
30.02	Identify software problems to execute appropriate course of action.

60.0	Demonstrate language arts knowledge and skills. – The student will be able to:	AF 2.0

60.01	Locate, comprehend and evaluate key elements of oral and written information.	AF 2.4
60.02	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.	AF 2.5
60.03	Present information formally and informally for specific purposes and audiences.	AF 2.9

61.0	Demonstrate mathematics knowledge and skills. – The student will be able to:	AF 3.0

61.01	Demonstrate knowledge of arithmetic operations.	AF 3.2
61.02	Analyze and apply data and measurements to solve problems and interpret documents.	AF 3.4
61.03	Construct charts/tables/graphs using functions and data.	AF 3.5

62.0	Demonstrate science knowledge and skills. – The student will be able to:	AF 4.0

62.01	Discuss the role of creativity in constructing scientific questions, methods and explanations.	AF 4.1
62.02	Formulate scientifically investigable questions, construct investigations, collect and evaluate data, and develop scientific recommendations based on findings.	AF 4.3

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	PC Support 2
Course Number:	8207220
Course Credit:	1

Course Description:

This course continues the development of basic entry-level skills for PC support services. The content includes software applications and operating systems, electronic communication via the Internet, and an introduction to computer networking. 

31.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

31.01	Communicate in a multicultural setting (e.g., with people from varying international, cultural, ethnic, and racial backgrounds).
31.02	Communicate technical information in a concise, understandable manner to a non-technical audience both verbally and in writing.
31.03	Contribute technical solutions to a resource library.
31.04	Demonstrate active listening techniques.

32.0	Participate in work-based learning experiences. – The student will be able to:

32.01	Participate in work-based learning experiences in a PC/software support services environment.
32.02	Discuss the use of technology in a PC/software support services environment.
32.03	Compare and contrast the software applications used in a PC/software support services environment.

33.0	Perform end user support and assistance by troubleshooting and diagnosing through telephone, e-mail, remote access, or direct contact. – The student will be able to:

33.01	Apply appropriate communication etiquette in responding to user requests for assistance in a timely manner.
33.02	Demonstrate patience, active listening skills, and probing skills in responding to user requests for assistance.

34.0	Perform installation and configuration activities. – The student will be able to:

34.01	Interpret error messages properly.
34.02	Install operating system software.
34.03	Customize operating systems.
34.04	Install application software.

35.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

35.01	Demonstrate an understanding of the operation and purpose of hardware components.
35.02	Demonstrate proficiency in basic preventative hardware maintenance.
35.03	Apply basic rules for hardware safety.

36.0	Perform e-mail activities. – The student will be able to:

36.01	Describe e-mail capabilities and functions.
36.02	Create and send e-mail messages with attachments.
36.03	Reply to and forward e-mail messages.
36.04	Organize and manage e-mail messages.
36.05	Utilize all applicable e-mail options and functions.
36.06	Use the Internet to perform e-mail activities.

37.0	Demonstrate an understanding of computer networks. – The student will be able to:

37.01	Define networking and describe the purpose of a network.
37.02	Describe the various types of network topologies.

38.0	Develop electronic communications skills. – The student will be able to:

38.01	Demonstrate ethical use of the Internet.

39.0	Demonstrate an understanding of system software and application software. – The student will be able to:

39.01	Diagnose software problems to execute appropriate course of action.
39.02	Perform system backup.

63.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. – The student will be able to:

63.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	CM 1.0
63.02	Locate, organize and reference written information from various sources.	CM 3.0
63.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	CM 5.0
63.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.	CM 6.0
63.05	Apply active listening skills to obtain and clarify information.	CM 7.0
63.06	Develop and interpret tables and charts to support written and oral communications.	CM 8.0
63.07	Exhibit public relations skills that aid in achieving customer satisfaction.	CM 10.0

64.0	Solve problems using critical thinking skills, creativity and innovation. – The student will be able to:

64.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	PS 1.0
64.02	Employ critical thinking and interpersonal skills to resolve conflicts.	PS 2.0
64.03	Identify and document workplace performance goals and monitor progress toward those goals. 	PS 3.0
64.04	Conduct technical research to gather information necessary for decision-making.	PS 4.0

65.0	Use information technology tools. – The student will be able to:

65.01	Use personal information management (PIM) applications to increase workplace efficiency.	IT 1.0
65.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, email, and internet applications.	IT 2.0
65.03	Employ computer operations applications to access, create, manage, integrate, and store information.	IT 3.0
65.04	Employ collaborative/groupware applications to facilitate group work.	IT 4.0

66.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. – The student will be able to:

66.01	Describe the nature and types of business organizations.	SY 1.0
66.02	Explain the effect of key organizational systems on performance and quality. 
66.03	List and describe quality control systems and/or practices common to the workplace.	SY 2.0
66.04	Explain the impact of the global economy on business organizations.

69.0	Describe the importance of professional ethics and legal responsibilities. – The student will be able to:

69.01	Evaluate and justify decisions based on ethical reasoning.	ELR 1.0
69.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	ELR 1.1
69.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	ELR 1.2
69.04	Interpret and explain written organizational policies and procedures.	ELR 2.0

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	PC Support 3
Course Number:	8207230
Course Credit:	1

Course Description:

This course continues the study of PC support services and is designed to develop advanced skills for employment. The content includes advanced software applications, the interrelationships among major components of networks, hardware installation, and selection of electronic communications software and hardware.  

40.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

40.01	Contribute technical solutions to a resource library.
40.02	Collaborate with associates to resolve user technical difficulties.
40.03	Use appropriate etiquette and manners when communicating with people of varying cultures.

41.0	Participate in work-based learning experiences. – The student will be able to:

41.01	Participate in work-based learning experiences in a PC/software support services environment.
41.02	Compare and contrast the software applications used in a PC/software support services environment.

42.0	Perform installation and configuration activities. – The student will be able to:

42.01	Install and configure software including device drivers.

43.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

43.01	Demonstrate an understanding of the operation and purpose of hardware components.

44.0	Demonstrate proficiency using computer networks. – The student will be able to:

44.01	Identify the purposes and interrelationships among the major components of networks (e.g., servers, clients, transmission media, network operating system, network boards).

45.0	Develop electronic communications skills. – The student will be able to:

45.01	Select and use appropriate electronic communications software and hardware for specific tasks.
45.02	Compare and contrast Internet software and protocols.

46.0	Demonstrate proficiency using system software and application software. – The student will be able to:

46.01	Identify software problems to execute appropriate course of action.
46.02	Perform advanced word processing, spreadsheet, database, presentation, desktop publishing, and accounting activities with software commonly used in business.

67.0	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:

67.01	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.	SHE 1.0
67.02	Explain emergency procedures to follow in response to workplace accidents.
67.03	Create a disaster and/or emergency response plan.	SHE 2.0

68.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. – The student will be able to:

68.01	Employ leadership skills to accomplish organizational goals and objectives.	LT 1.0
68.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	LT 3.0
68.03	Conduct and participate in meetings to accomplish work tasks.	LT 4.0 
68.04	Employ mentoring skills to inspire and teach others.	LT 5.0

70.0	Explain the importance of employability skill and entrepreneurship skills. – The student will be able to:

70.01	Identify and demonstrate positive work behaviors needed to be employable.	ECD 1.0
70.02	Develop personal career plan that includes goals, objectives, and strategies.	ECD 2.0
70.03	Examine licensing, certification, and industry credentialing requirements.  	ECD 3.0
70.04	Maintain a career portfolio to document knowledge, skills, and experience.	ECD 5.0
70.05	Evaluate and compare employment opportunities that match career goals.	ECD 6.0
70.06	Identify and exhibit traits for retaining employment.	ECD 7.0
70.07	Identify opportunities and research requirements for career advancement.	ECD 8.0
70.08	Research the benefits of ongoing professional development.	ECD 9.0
70.09	Examine and describe entrepreneurship opportunities as a career planning option.	ECD 10.0

71.0	Demonstrate personal money-management concepts, procedures, and strategies.  – The student will be able to:

71.01	Identify and describe the services and legal responsibilities of financial institutions.	FL 2.0
71.02	Describe the effect of money management on personal and career goals.	FL 3.0
71.03	Develop a personal budget and financial goals.	FL 3.1
71.04	Complete financial instruments for making deposits and withdrawals.	FL 3.2
71.05	Maintain financial records.	FL 3.3
71.06	Read and reconcile financial statements.	FL 3.4
71.07	Research, compare and contrast investment opportunities.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	PC Support 4
Course Number:	8207240
Course Credit:	1

Course Description:

This course continues the development of advanced skills for entry –level employment in PC support services positions. The content includes utilization of advanced software/system features and programs, integration techniques to enhance projects, network administration, components of Web pages, and preventative hardware maintenance. 

47.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

47.01	Collaborate with associates to resolve user technical difficulties.

48.0	Participate in work-based learning experiences. – The student will be able to:

48.01	Participate in work-based learning experiences in a PC/software support services environment.
48.02	Discuss the management/supervisory skills needed in a PC/software support services environment.

49.0	Perform installation and configuration activities. – The student will be able to:

49.01	Resolve computer error messages.

50.0	Identify the purpose of and interrelationships among major hardware components. – The student will be able to:

50.01	Demonstrate preventative hardware maintenance.

51.0	Demonstrate proficiency using computer networks. – The student will be able to:

51.01	Identify and describe the purpose of standards, protocols, and the Open Systems Interconnection (OSI) reference model.
51.02	Discuss the responsibilities of the network administrator (e.g., rights and responsibilities).

52.0	Develop electronic communications skills - The student will be able to:

52.01	Diagnose and resolve electronic communications operational problems.
52.02	Identify the components of a Web page.

53.0	Demonstrate proficiency using system software and application software. – The student will be able to:

53.01	Refine and resolve software performance issues using advanced software/system features and programs.
53.02	Apply integration techniques to enhance business software application projects.
53.03	Describe knowledge database search procedures used to identify possible solutions when troubleshooting software and hardware problems.

2013 – 2014
Florida Department of Education
Student Performance Standards

Course Title:	PC Support 5
Course Number:	8207250
Course Credit:	1

Course Description:

This course continues the development of advanced skills for entry –level employment in PC support services positions. The content includes utilization of advanced software/system features and programs, integration techniques to enhance projects, network administration, components of Web pages, and preventative hardware maintenance. 

54.0	Use technology to apply communication skills in technical reading, writing, speaking, listening, and viewing. – The student will be able to:

54.01	Determine when more information is needed and ask appropriate questions.

55.0	Participate in work-based learning experiences. – The student will be able to:

55.01	Participate in work-based learning experiences in a PC/software support services environment.

56.0	Perform installation and configuration activities. – The student will be able to:

56.01	Perform procedures for installing and replacing hardware.

57.0	Demonstrate proficiency using computer networks. – The student will be able to:

57.01	Identify the purposes and interrelationships among the major components of networks (e.g., servers, clients, transmission media, network operating system, network boards).

58.0	Demonstrate proficiency using system software and application software. – The student will be able to:

58.01	Describe knowledge database search procedures used to identify possible solutions when troubleshooting software and hardware problems.

59.0	Develop telephone skills and techniques relevant to customer care services. – The student will be able to:

59.01	Apply call center vocabulary.
59.02	Listen and input information simultaneously.