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					July 2009 Florida Department of Education Curriculum Framework Program Title: Career Cluster: CIP Number: Grade Level Length: SOC Code: I. Office Specialist Business, Management, and Administration 0507.060304 College Credit Certificate (CCC) 18 Credits 43-6011

Major Concepts/Content: This program is designed to prepare students for employment in occupations such as: administrative support, assistant, clerical, client service specialist, customer service assistant, customer service representative, data control specialist, data entry clerk, digital publisher, executive secretary, facilities coordinator, file room technician, form processor, general office assistant, insurance billing specialist, insurance specialist, intake coordinator, junior administrative assistant, legal office assistant, legal office supervisor, legal proofreader, legal secretary, legal support specialist, legal transcriptionist, medical assistant referrals, medical biller, medical billing representative, medical office assistant, medical posting clerk, medical receptionist, medical records, medical secretary, medical transcription office assistant, office assistant, office clerk, office coordinator, office supervisor, operations analyst, operator data entry, patient service specialist , personal assistant, proofreader, report services, receptionist, records coordinator, records management specialist, records specialist, referral coordinator, scheduler, secretary, secretary-administrative assistant, staff assistant I/II/III, support clerk, support team member, technical secretary, office systems specialist, or to provide supplemental training for persons previously or currently employed in these occupations. The content prepares individuals to support management by expediting and facilitating the maintenance and production of correspondence and records; to telecommunicate; maintain office budget; planning; preparing correspondence and resolutions; filing and maintaining documents; and assisting in the administration of policy. This certificate program is offered as part of the Office Administration AAS/AS program (0507060300/1507060300) and may be earned with specializations in Legal Office, Medical Office, Office, Office Software Applications, or Records Management.

II.

Laboratory Activities: Laboratory activities are an integral part of this program and include the use of keyboarding/document processing systems, calculators, transcription equipment, computers, and peripheral equipment. Special Notes: Career and Technical Student Organization (CTSO): Phi Beta Lambda and BPA are the appropriate student organizations for providing students with 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, FAC. Accommodations: Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Adult students with disabilities must self-identify and request such services. 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.

III.

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Cooperative Training: Cooperative training is appropriate for this program. Whenever offered, the rules, guidelines, and requirements specified in the Florida Department of Education Cooperative Education Manual apply. IV. Intended Outcomes: After successfully completing this program, the student will be able to: General (Core) Skills 01.0 02.0 03.0 04.0 05.0 06.0 07.0 08.0 09.0 10.0 11.0 12.0 Perform telephone activities. Perform keyboarding and document processing activities. Perform records management activities. Perform accounting activities. Perform communication activities. Demonstrate knowledge of human relations skills. Demonstrate employability skills. Perform information processing activities. Develop leadership skills. Perform information transmittal activities. Perform decision making activities. Perform office management activities.

In addition to the above core outcomes, students will complete the outcomes in one of the following specializations:      Legal Office Medical Office Office Office Software Applications Records Management

Legal Office Specialization 13.0 14.0 Perform legal office activities. Demonstrate knowledge of U.S. and Florida court systems.

Medical Office Specialization 13.0 Perform medical office activities.

Office Specialization 13.0 Perform advanced office management activities.

Office Software Applications 13.0 14.0 Perform office management activities. Perform math computations.

Records Management Specialization 13.0 14.0 Develop organizational skills for records/information control. Develop records management skills

The 18 Credit Technical Certificate title may be Office Specialist (with the specializations), or one of the following specialized titles may be used:

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Example 18 Credit Technical Certificate Titles: Option 1: Technical Certificate in Office Specialist with Specialization in Office Software Applications. Option 2: Technical Certificate in Office Software Applications Specialist. Specialization Legal Office Medical Office Office Office Software Applications Records Management Alternative 18 Credit Technical Certificate (CCC) Title Legal Office Specialist Medical Office Specialist Office Specialist Office Software Applications Specialist Records Management Specialist

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July 2009 Florida Department of Education Student Performance Standards Program Title: Program Type: CIP Number: General (Core) Skills 01.0 Perform telephone activities--The student will be able to: 01.01 01.02 01.03 01.04 Locate phone numbers mechanically and electronically. Demonstrate effective telephone etiquette. Demonstrate customer service skills using the telephone. Demonstrate ability in voice mail, paging, transferring, recording/taking messages, and screening calls. Office Specialist CCC 0507.060304

02.0

Perform keyboarding and document processing activities--The student will be able to: 02.01 02.02 02.03 02.04 02.05 02.06 02.07 Demonstrate keyboarding techniques. Demonstrate use of keyboard/input device function. Identify formatting principles. Demonstrate speed and accuracy in keying. Key business letters. Create and edit templates. Prepare documents from rough draft copy, using proofreader’s marks.

03.0

Perform records management activities--The student will be able to: 03.01 03.02 03.03 Identify types of filing supplies, equipment, and procedures. Identify definitions of records management terminology. Identify procedures for confidentiality.

04.0

Perform accounting activities--The student will be able to: 04.01 Prepare petty cash transactions.

05.0

Perform communication activities--The student will be able to: 05.01 05.02 05.03 05.04 05.05 05.06 Follow oral and written instructions. Participate in group discussion as a member and as a leader. Demonstrate knowledge of appropriate spelling, grammar, punctuation, and word choice. Select the appropriate medium for transmitting information. Compose an electronic message using appropriate format and composition. Prepare and use technology enhanced materials to support an oral presentation.

06.0

Demonstrate knowledge of human relations skills--The student will be able to: 06.01 06.02 06.03 06.04 06.05 06.06 Define and demonstrate appropriate work habits, behavior and ethics. Identify importance of complying with company policies. Demonstrate understanding of consequences of unprofessional behavior. Demonstrate understanding of organizational structure and chain of command, and importance of appropriate protocol. Identify and demonstrate positive interpersonal skills. Demonstrate ability to work as a team member.

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06.07 06.08 06.09 06.10 07.0

Demonstrate understanding of confidentiality and privacy issues. Demonstrate understanding of importance of internal and external customer service. Identify traits that promote good human relations and increase job performance. Identify appropriate attire and grooming for a business office.

Demonstrate employability skills--The student will be able to: 07.01 07.02 07.03 07.04 07.05 07.06 07.07 07.08 07.09 Identify sources of employment opportunities. Complete employment forms. Demonstrate behaviors considered to be appropriate in a job interview situation. Compose and key an interview follow-up/thank you letter. Compose and key a letter of application and a resume. Compose and key a letter of resignation. Demonstrate job interview skills and exit interview skills. Identify methods of securing an employment reference. Identify career advancement opportunities and demonstrate effective networking behaviors.

08.0

Perform information processing activities--The student will be able to: 08.01 08.02 08.03 08.04 08.05 08.06 08.07 08.08 Demonstrate ability to manage files electronically. Define differences between operating systems and software applications. Identify and understand terms commonly used in information technology. Identify business systems, equipment components, and electronic media. Input numeric data. Use office equipment manual. Describe ways to identify computer viruses. Demonstrate knowledge of the importance of continuing education and technology updates.

09.0

Develop leadership skills--The student will be able to: 09.01 Greet and introduce individuals.

10.0

Perform information transmittal activities--The student will be able to: 10.01 10.02 10.03 10.04 Identify mail classifications. Locate and verify addresses and ZIP codes. Process incoming and outgoing mail. Identify and compare special mail and other delivery services.

11.0

Perform decision making activities--The student will be able to: 11.01 11.02 11.03 11.04 11.05 11.06 Demonstrate understanding of the steps used in problem solving. Demonstrate the ability to determine the proper priority of work. Prepare a schedule for an employer. Choose appropriate action in situations requiring following a chain of command. Choose appropriate action in situations requiring effective time management. Select the best way to handle confidential information.

12.0

Perform office management activities--The student will be able to: 12.01 Conduct self-performance appraisal.

Legal Office Specialization

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13.0

Perform legal office activities--The student will be able to: 13.01 13.02 13.03 13.04 13.05 13.06 13.07 13.08 13.09 13.10 13.11 13.12 Define, understand, and spell legal terminology. Identify terms and procedures related to the legal process. Identify the court in which legal documents should be filed. Identify sources of legal reference. Demonstrate knowledge of the confidential fiduciary relationship between client and attorney. Demonstrate knowledge of computer security in the confidential environment. Identify and use printed and electronic sources of legal information. Maintain an appointment book. Maintain a tickler file for docket control. Demonstrate knowledge of document formats required by the court systems and other agencies. Create legal templates. Key information using legal templates.

14.0

Demonstrate knowledge of U.S. and Florida court systems--The student will be able to: 14.01 14.02 Describe the courts of Florida and the jurisdiction of each. Describe the courts of the Federal System and other agencies and the jurisdiction of each.

Medical Office Specialization 13.0 Perform medical office activities--The student will be able to: 13.01 13.02 13.03 13.04 13.05 13.06 13.07 Select, complete, verify and submit insurance forms. Schedule appointments and activities. Define and spell medical terms. Use medical references. Demonstrate a compliance with all federal and state healthcare regulations. Describe functions in a medical office. Demonstrate correct techniques in transcribing medical information.

Office Specialization 13.0 Perform advanced office management activities--The student will be able to: 13.01 13.02 13.03 13.04 13.05 13.06 13.07 13.08 13.09 13.10 13.11 13.12 13.13 Demonstrate an understanding of how to plan and lead an effective meeting. Define effective leadership. Identify and explain key leadership behaviors. Compare different styles of leadership. Examine ways effective leaders develop, coach, and motivate. Identify characteristics of effective goals. Choose appropriate action in situations requiring application of business ethics. Identify ways to assign work to others. Apply steps in a rational decision making process to a business and/or personal situation. Compare management styles. Identify the major functions of management. Select the most effective communication systems. Identify problems and make an appropriate decision.

Office Software Applications Specialization 13.0 Demonstrate knowledge of office software applications--The student will be able to:

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13.01 13.02 13.03 13.04 13.05 13.06 13.07 13.08 13.09 13.10 13.11 13.12 13.13

13.14 13.15 13.16 14.0

Demonstrate ability to send a file electronically. Demonstrate knowledge of utility software. Demonstrate ability to convert files to different file types. Enter and edit text, numbers, and formulas in a spreadsheet. Graphically illustrate a worksheet (graphs, charts, etc.). Demonstrate knowledge of formatting a spreadsheet. Create a database table. Perform a database query. Create a custom form in a database. Create a custom report from a database. Perform advanced word processing functions. Create and run macros. Key envelopes, and labels, interoffice memorandum and /labels for interoffice envelopes, meeting minutes, tabulated information, multi-page documents, numbered and bulleted lists, reports using footnotes and endnotes, tables, press releases, variable size cards and documents, material from hand-written copy, and multi-copy pre-printed business forms. Create and edit templates. Create documents by scanning. Create and edit documents from voice recognition software.

Perform math computations--The student will be able to: 14.01 14.02 14.03 14.04 14.05 14.06 14.07 Perform business math operations manually and using technology. Interpret graphs, charts, and tables. Solve finance charge and annual percentage rate problems using a calculator. Determine elapsed time between two events. Analyze information given to solve a problem. Demonstrate ability to estimate. Solve problems related to measurement and space allocation.

Records Management Specialization 13.0 Develop organizational skills for records/information control--The student will be able to: 13.01 13.02 13.03 13.04 13.05 13.06 14.0 Identify procedures for establishing a records management program. List and describe the components of a records management system. Identify well-designed forms. Identify means for the control of a records management system. Index records according to ARMA rules. File records according to ARMA rules.

Develop records management skills--The student will be able to: 14.01 14.02 14.03 14.04 14.05 Identify management styles. Identify components of office ergonomics. Identify methods of maintaining security of information. Identify procedures for selection of office furniture and equipment, hardware and software. Identify employee motivational techniques.

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