2014 – 2015
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Service Representative 1
Program Type:	Career Preparatory
Career Cluster:	Marketing, Sales & Service

PSAV	
Program Number	M600100	
CIP Number	0252041102	
Grade Level	30, 31	
Standard Length	300 hours	
Teacher Certification	RETAILING @7 7G
MKTG 1
ADVR PROM 7 G
BANK FINC @7 7G
HOTEL TRNG 7 G
INSURANCE 7 G
MKTG MGMT @7 7G
TRANSPORT @4 @7 7G
WHOLESAL 7 G
BUS ED 1 @2	
CTSO	College DECA	
SOC Codes (all applicable) 	43-2011 – Switchboard Operators, Including Answering Service
41-9041 – Telemarketers	
Facility Code	222  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	Mathematics:  N/A	
Language:       N/A	
Reading:          N/A		

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 in the Marketing, Sales and Service 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 Marketing, Sales and Service career cluster. 

The purpose of this program is to prepare students for employment in customer service occupations such as customer service representative, customer service consultant, customer service agent, and customer care manager.  The program is designed to prepare students for employment in entry level positions involving customer service activities.

The content includes interpersonal skills, customer service and selling concepts, math, keyboarding, communication skills, and employability skills.

Instruction is structured to meet the requirements for gainful entry level employment in any customer service industry areas such as Fashion Marketing, Finance and Credit, Food, Import/Export Marketing, Insurance, Telecommunications, Hospitality, and virtually all other industry categories.
Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

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

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

The following table illustrates the post-secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	
A	MNA0135	Telecommunications Clerk	150 hours	43-2011	
B	MNA0136	Telesales Representative	150 hours	41-9041	

Common Career Technical Core – Career Ready Practices

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

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

2. Apply appropriate academic and technical skills. 

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

4. Communicate clearly, effectively and with reason. 

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

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

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

9. Model integrity, ethical leadership and effective management. 

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

11. Use technology to enhance productivity. 

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

Standards

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

01.0	Demonstrate knowledge of identification and classification of customer services.
02.0	Demonstrate technology literacy appropriate to customer service.
03.0	Describe and demonstrate human relations skills necessary for success in customer service.
04.0	Demonstrate communication skills necessary for success in customer service.
05.0	Identify terminology unique to customer service operations.
06.0	Describe call center representative duties and responsibilities.
07.0	Explain and perform telephone activities unique to customer service.
08.0	Identify customer service activities.
09.0	Demonstrate job seeking and employability skills.
10.0	Develop a plan for a career in customer service.
11.0	Demonstrate technology literacy appropriate to customer service.
12.0	Demonstrate communication skills necessary for success in customer service.
13.0	Describe call center representative duties and responsibilities.
14.0	Explain and perform telephone activities unique to customer service.
15.0	Identify customer service activities.
16.0	Demonstrate job seeking and employability skills.
17.0	Describe leadership and organizational skills necessary for success in customer service.
18.0	Utilize effective techniques and procedures for selling customer services.
19.0	Demonstrate basic math operations relevant to customer services.
20.0	Demonstrate an understanding of a client's business, policies, and procedures.

01.0	

2014 – 2015
Florida Department of Education
Student Performance Standards

Program Title:	Customer Service Representative 1
PSAV Number:	M600100

Course Number:  MNA0135
Occupational Completion Point:  A
Telecommunications Clerk – 150 Hours – SOC Code 43-2011	
01.0	Demonstrate knowledge of identification and classification of customer services--The student will be able to:	
01.01	Define customer, customer service, and quality.	
01.02	Explain the nature of quality customer/client relations.	
01.03	Demonstrate ability to handle customer inquiries/complaints.	
01.04	Demonstrate ability to handle difficult customers.	
01.05	Interpret company policies to customer/clients.	
01.06	Classify customer services according to nature and characteristics of the activity.	
01.07	Demonstrate competence in resolving customer problems through clarifying, explaining policy/procedure, and coming to a consensus.	
01.08	Explain the importance of stress management as it relates to job performance.	
02.0	Demonstrate technology literacy appropriate to customer service--The student will be able to:	
02.01	Identify types of technology, systems, and software used in customer service.	
02.02	Describe applications of technology in customer service (e.g., file management, e-mail management).	
02.03	Discuss ethical issues involving the use of technology, employer/employee relationships, and customers.	
02.04	Demonstrate proficiency with touch keyboarding skills to enter and manipulate text and data.	
02.05	Demonstrate computer literacy by producing documents generated by word processing software.	
02.06	Explain relationship between database management and call centers.	
02.07	Employ current and emerging computer technology and software to perform customer service related tasks.	
02.08	Demonstrate use of electronic communication and networking systems (e.g., fax, e-mail, voice mail, Internet).	
02.09	Research current and emerging telecommunications systems.	
02.10	Analyze situations in which technology can positively and negatively impact customer service.	
03.0	Describe and demonstrate human relations skills necessary for success in customer service--The student will be able to:	
03.01	Model punctuality, initiative, courtesy, loyalty, honesty, respect, responsibility, fairness, and trustworthiness.	
03.02	List acceptable health and grooming habits.	
03.03	Explain importance of adhering to absentee and tardy policy.	
03.04	Exhibit the ability to work as a team player.	
03.05	Discuss and develop the human relations skills essential for successful entry and progress in the customer service field.	
03.06	Model empathy, compassion, caring, enthusiasm, integrity, positive attitude, self motivation, and responsible behavior.	
03.07	Demonstrate orderly and systematic behavior (follow chain of command).	
03.08	Explain the importance of working effectively with persons from diverse backgrounds.	
03.09	Demonstrate ability to maintain professional respect for co-workers and customers without prejudice.	
03.10	Demonstrate conflict and dispute resolution techniques for effective teamwork.	
03.11	Demonstrate techniques to persuade and convince others. 	
03.12	Explain importance of self-management when minimum direction and supervision are given.	
03.13	Describe ethical situations in the customer service field.	
03.14	Describe importance and benefits of time management, both professional and personal.	
03.15	Prepare a time management analysis.	
03.16	Use a personality inventory for personal improvement.	
03.17	Employ feedback for personal and professional growth.	
03.18	Demonstrate ability to adjust to change.	
03.19	Exhibit corporate and professional etiquette.	
04.0	Demonstrate communication skills necessary for success in customer service--The student will be able to:	
04.01	Role-play greeting and assisting visitors and clients in a professional manner.	
04.02	Demonstrate appropriate use of grammar, vocabulary, diction, and body language for delivering professional customer service.	
04.03	Identify appropriate conversation for work-related settings.	
04.04	Model professional vocabulary appropriate for the work environment.	
04.05	Demonstrate ability to communicate in a multi-cultural setting.	
04.06	Demonstrate ability to interact with customers, co-workers, and supervisors in a logical, clear, understandable, and effective manner.	
04.07	Describe and demonstrate listening, speaking, and non-verbal skills necessary to determine customer needs.	
04.08	Identify major barriers to listening and demonstrate techniques to overcome those barriers.	
04.09	Explain the importance of using a pleasant tone of voice, smiling, making eye contact, maintaining proper posture, listening, being prepared to answer questions, using customer’s name, handling customer complaints, and thanking the customer.	
04.10	Demonstrate ability to focus on problem, not person, so as to avoid becoming defensive.	
04.11	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.	
05.0	Identify terminology unique to customer service operations--The student will be able to:	
05.01	Identify and define commonly used customer service terms such as credit, adjustments, complaints, delivery service, and internal and external customers.	
05.02	Identify and record customer service data using current terminology.	
06.0	Describe call center representative duties and responsibilities--The student will be able to:	
06.01	Identify different types of call centers.	
06.02	Discuss the role of the customer service specialist.	
06.03	Identify benefits of customer service.	
06.04	Identify reasons for providing customer service.	
06.05	Describe the customer-service mindset.	
06.06	Identify factors to be considered when deciding which customer services to provide.	
06.07	Compare various types of customer service (e.g., mass market, department store, specialty).	
06.08	Explain the importance of good customer service relations to a business.	
06.09	Describe importance of possessing adequate knowledge of services and products to perform the customer service job competently.	
06.10	Demonstrate methods of communicating with customers to identify their needs and expectations.	
06.11	Discuss importance of accuracy, efficiency, and follow through when dealing with customers.	
06.12	Demonstrate methods of communicating with customers to identify their problems and expectations.	
06.13	Identify major areas of customer complaints (e.g., product, personnel, business).	
06.14	List the costs, tangible and intangible, of complaints to both the salesperson and business.	
06.15	Explain how to handle customer inquiries/complaints including appropriate documentation.	
06.16	Identify types of resources to be used in resolving the problems and satisfying the needs of customers.	
06.17	Identify types of difficult customers (e.g., disagreeable, domineering/superior, suspicious, slow/methodical, dishonest).	
06.18	Explain procedures for handling difficult internal and external customers.	
06.19	Identify possible actions that lead to customer satisfaction.	
06.20	Identify the ways that the level of customer service may affect company success.	
06.21	Identify the ways that the reputation of a business is influenced by customer satisfaction.	
06.22	Recognize the importance of stress management as it relates to job performance.	
06.23	Demonstrate an understanding of gender, age, disability, and cultural courtesy.	
07.0	Explain and perform telephone activities unique to customer service--The student will be able to:	
07.01	Demonstrate techniques for making a positive first impression or continue a positive relationship using the telephone (e.g., vocabulary, voice quality and tone, grammar, courteousness, rapport).	
07.02	Identify and demonstrate techniques of placing, answering, screening, placing on hold, and directing telephone calls.	
07.03	Identify and demonstrate procedures for recording and relaying accurate messages.	
07.04	Explain procedures for dealing with an obscene telephone call.	
07.05	Identify components of a customer service call.	
07.06	Demonstrate use of the telephone as a customer service tool to gather, receive, record, and convey accurate and complete information in a professional and courteous manner.	
07.07	Demonstrate active listening skills.	
07.08	Demonstrate ability to organize ideas and communicate oral messages appropriate to listener and situation.	
07.09	Review guidelines to inform customers of order receipt, prices, shipping date, and delays.	
07.10	Describe a positive and caring telephone voice.	
07.11	Demonstrate techniques for dealing with an irate or upset caller, remembering that “the customer is always right.”	
07.12	Model the impact of facial expression on tone of voice.	
07.13	Explain importance of maintaining a telephone log.	
07.14	Demonstrate ability to maintain a telephone log accurately and in accordance with organization procedures.	
07.15	Demonstrate ability to access voice mail and record information accurately and neatly and note if response is required.	
07.16	Demonstrate ability to retrieve messages from an answering machine and record information accurately and neatly and note if response is required.	
07.17	Practice logging in and out of telephone systems.	
08.0	Identify customer service activities--The student will be able to:	
08.01	Role-play appropriate customer greetings.	
08.02	Describe how an employee represents the firm to customers.	
08.03	Explain techniques to balance responsive telephone service with in-store service.	
08.04	Demonstrate ability to determine the individual customer's need for specific types of product support and customer services.	
08.05	Discuss the importance of suggestive selling of complimentary goods/services.	
08.06	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.	
08.07	Demonstrate ability to overcome objections.	
08.08	Explain role of customer mailing lists in the customer service industry.	
08.09	Role-play thanking the customer using appropriate English.	
08.10	Explain methods of observation that can be used to obtain customer’s surname.	
08.11	Discuss importance of customer follow-up including those instances when writing a thank you note could be appropriate.	
08.12	Describe techniques for identifying and satisfying customer needs/wants/problems.	
08.13	Explain techniques for determining customer merchandise/ service interests.	
08.14	Discuss techniques for recognizing and responding to customer preference(s).	
08.15	Explain importance of listening to customer needs/wants/ problems.	
08.16	Explain importance of product knowledge, features, and benefits to successful cross selling.	
08.17	Demonstrate ability to obtain customer commitment.	
08.18	Model methods of resolving customer complaints.	
08.19	Discuss importance of assisting customer in location of desired item(s).	
08.20	List abilities and qualities customers expect.	
09.0	Demonstrate job seeking and employability skills--The student will be able to:	
09.01	Identify resources used in a customer service job search.	
09.02	Identify steps of the job application process including researching the company prior to an interview and obtaining proper documentation (e.g., green card).	
09.03	Locate company site on the Internet.	
09.04	Identify documentation needed prior to seeking employment.	
09.05	Discuss importance of drug tests and criminal background checks in identifying possible customer service employment opportunities.	
09.06	Demonstrate appropriate dress and grooming for employment.	
09.07	List documents an employer is required to have completed by an employee for payroll and eligibility purposes.	
09.08	Arrange for personal references.	
09.09	Prepare a neat, legible resume (traditional and electronic).	
09.10	Prepare a job application letter for a customer service position.	
09.11	Read and accurately complete job application forms for customer service positions.	
09.12	Participate in a behavioral job interview by role playing as an interviewer and an applicant.	
09.13	Demonstrate methods for handling illegal interview and application form questions.	
09.14	Compose a set of questions to ask of an interviewer.	
09.15	Participate in pre-employment testing (e.g., simulations, telephone interview, telephone screening).	
09.16	Conduct an interview follow-up.	
09.17	List procedures to follow when accepting an employment offer.	
09.18	Illustrate an understanding of the appropriate techniques to use when changing jobs.	
09.19	Describe appropriate methods for resigning from a position.	
09.20	Identify reasons for termination.	
09.21	Prepare a letter of resignation.	
09.22	Identify and demonstrate appropriate responses to feedback from supervisors.	
09.23	Identify and demonstrate acceptable work habits.	
09.24	Demonstrate acceptable health and hygiene habits.	
09.25	Discuss examples of company standards, policies, and procedures.	
09.26	Explain importance of following accepted rules, regulations, policies, and workplace safety guidelines.	
09.27	Describe importance of producing quality work and meeting performance standards.	
09.28	Describe implications of racial, ethnic, regional, educational, social, and age differences.	
09.29	Demonstrate attitudes and behaviors that eliminate stereotyping, gender bias, and recognize the value of cultural diversity.	
09.30	Demonstrate ability to work as a team member.	
09.31	Demonstrate a strong work ethic and a positive attitude both personally and professionally.	
09.32	Recognize the importance of the efficient use of materials and space on the job.	
09.33	Demonstrate an understanding of ethical business practices.	
09.34	Explain the importance of confidentiality in the workplace concerning any written, oral, or technically transmitted information pertaining to personnel, customers, or materials.	
09.35	Obtain letters of reference summarizing work/volunteer experiences.	
10.0	Develop a plan for a career in customer service--The student will be able to:	
10.01	Discuss the advantages and disadvantages of working in the customer service field.	
10.02	Identify personal qualities necessary to be successful as a customer service representative.	
10.03	Research a customer service occupation.	
10.04	Diagram a career path for the customer service associate.	
10.05	Write a job description for a customer service associate.	
10.06	Identify the educational requirements and work experience needed for a customer service associate.	
10.07	Identify personal qualities and skills necessary for job enhancement and career development in the customer service field.	
10.08	Develop forms of documentation for inclusion in a career portfolio.	
	
Course Number:  MNA0136
Occupational Completion Point:  B
Telesales Representative – 150 Hours – SOC Code 41-9041	
11.0	Demonstrate technology literacy appropriate to customer service--The student will be able to:	
11.01	Demonstrate computer literacy by producing documents generated by database and spreadsheet software.	
11.02	Employ reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals available for application software.	
11.03	Employ computer networks (e.g., Internet, on-line databases, e-mail) to facilitate collaborative or individual learning and communication.	
12.0	Demonstrate communication skills necessary for success in customer service--The student will be able to:	
12.01	Demonstrate techniques for writing letters and memorandums appropriate to the particular audience (e.g., management, customers, co-workers, manufacturers).	
12.02	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.	
12.03	Compose e-mail and business letters.	
12.04	Demonstrate effective probing skills.	
13.0	Describe call center representative duties and responsibilities--The student will be able to:	
13.01	Identify potentially difficult customers and strategies to meet their needs.	
13.02	Explain differences between consumer rights and business responsibilities.	
13.03	Explain differences between internal and external customers (e.g., productivity, motivation, commitment, and stress management vs. order taking, handling routine inquiries and application questions, and problem solving).	
13.04	Exhibit how to interpret policies to internal and external customers.	
13.05	Exhibit sensitivity to internal and external customer needs.	
13.06	Classify customer services according to nature and characteristics of the activity.	
13.07	Classify customer services considered primary or essential and those considered secondary or optional.	
13.08	Review methods to resolve customer problems through clarifying, explaining policy/procedure, and coming to a consensus.	
13.09	Analyze the relationship between public relations and marketing.	
13.10	Demonstrate methods to initiate and maintain client account records.	
13.11	Prepare statements for clients.	
14.0	Explain and perform telephone activities unique to customer service--The student will be able to:	
14.01	Assume accountability for the technical and customer services provided during service calls. 	
14.02	Demonstrate ability to maintain a file of addresses and telephone numbers.	
15.0	Identify customer service activities--The student will be able to:	
15.01	Discuss importance of changing displays to maintain customer interest.	
15.02	Explain the concepts of market segmentation and niche marketing.	
16.0	Demonstrate job seeking and employability skills--The student will be able to:	
16.01	Create and maintain an employability portfolio demonstrating awareness of personal abilities, interests, and skills as they relate to seeking employment.	
16.02	Identify qualities typically required for promotion and job advancement (e.g., productivity, dependability, initiative, responsibility).	
16.03	Practice providing direction and assistance to other team members by acting as a role model, coach, and motivator.	
16.04	Illustrate working independently with little supervision.	
16.05	Identify how to prepare for job separation and reemployment.	
16.06	Relate the importance of quality control in job performance (TQM).	
16.07	Participate in a job shadowing experience.	
16.08	Demonstrate knowledge of how to make job changes appropriately.	
17.0	Describe leadership and organizational skills necessary for success in customer service--The student will be able to:	
17.01	Describe qualities of an effective leader.	
17.02	Describe different types of leadership.	
17.03	Identify and utilize the planning process.	
17.04	Outline steps utilized in problem resolution when dealing with customers.	
17.05	Outline and apply steps used in decision-making when dealing with customers.	
17.06	Work cooperatively within a group to achieve organizational goals.	
17.07	Describe the role of the vision and mission statement in a customer service organization.	
17.08	Explain how innovation and efficiency impact the customer service organization.	
17.09	Display the ability to adjust behavior as appropriate to the situation, listening and responding with appropriate manners.	
17.10	Model personal responsibility for the welfare of others.	
17.11	Model appropriate technique for shaking hands as a professional.	
18.0	Utilize effective techniques and procedures for selling customer services--The student will be able to:	
18.01	Demonstrate how to increase total sales volume by selling complementary services to the main product(s).	
18.02	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.	
18.03	Demonstrate the ability to determine the individual customer’s need for specific types of product support customer services.	
18.04	Explain the “value added” concept as it applies to customer services.	
18.05	Evaluate ability to overcome objections.	
18.06	Demonstrate ability to identify and satisfy customer needs/wants/problems.	
18.07	Evaluate ability to obtain customer commitment.	
18.08	Identify and demonstrate cross-selling techniques.	
18.09	Explain concept of "product" as an ingredient in the marketing mix.	
18.10	Explain the relationship of economic utilities and customer services.	
19.0	Demonstrate basic math operations relevant to customer service--The student will be able to:	
19.01	Perform basic computational operations.	
19.02	Solve work-related problems using whole numbers, fractions, decimals, ratios, and percentages.	
19.03	Operate a 10-key keypad.	
20.0	Demonstrate an understanding of a client's business, policies, and procedures--The student will be able to:	
20.01	Identify client's mission and objectives.	
20.02	Identify the type of business in which the client is engaged.	
20.03	Identify customer service guidelines.	
20.04	Identify procedure for logging in and out of client's system.	
20.05	Identify correct screen management techniques.	
20.06	Identify codes for different procedures.	
20.07	Identify data entry guidelines including procedure for error editing and correction.	
20.08	Identify procedure to obtain assistance (i.e., help desk, on-line help).	
20.09	Demonstrate ability to receive and process calls per client's guidelines.	
20.10	Practice taking orders, requests, etc., as required by client.	
21.0	Demonstrate technology literacy appropriate to customer service--The student will be able to:	
21.01	Demonstrate computer literacy by producing documents generated by database and spreadsheet software.	
21.02	Employ reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals available for application software.	
21.03	Employ computer networks (e.g., Internet, on-line databases, e-mail) to facilitate collaborative or individual learning and communication.	
22.0	Demonstrate communication skills necessary for success in customer service--The student will be able to:	
22.01	Demonstrate techniques for writing letters and memorandums appropriate to the particular audience (e.g., management, customers, co-workers, manufacturers).	
22.02	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.	
22.03	Compose e-mail and business letters.	

Additional Information

Laboratory Activities

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

Career and Technical Student Organization (CTSO)

College DECA is the appropriate career and technical student organization for providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

Cooperative Training – OJT

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

Basic Skills (if applicable)

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 N/A, Language N/A, and Reading N/A.  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 Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan to meet individual needs and ensure equal access.  Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors.  Accommodations received in postsecondary education may differ from those received in secondary education.  Accommodations change the way the student is instructed.  Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems.  Documentation of the accommodations requested and provided should be maintained in a confidential file.

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

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

Articulation

This program has no statewide articulation agreement approved by the Florida State Board of Education.  However, this does not preclude the awarding of credits by any college through local agreements. 

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