Spreadsheet: 1d6cf3e2-4025-4b3c-96e7-a803b008bea9
Sheet: Sheet1

Human Services | Unnamed: 1 | Unnamed: 2 | Unnamed: 3 | Unnamed: 4 | Unnamed: 5
Pathway: Consumer Services
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE01.01 | Academic Foundations | #5: Introduction to Consumer Services | Obtain recommended academic credentials and licensures to prepare for a career in consumer services. | Hold a high school diploma to qualify for employment. | Present credentials.
 |  |  |  | Follow through with continuing education to maintain professionalism. | Maintain legitimate credentials.
 |  |  |  |  | Provide documentation to supervisor for review and filing.
 |  |  |  | Hold a Bachelors Degree in Business, Family and Consumer Sciences, or Marketing to prepare for a career in consumer services. | Apply fundamental principles of economics and business.
 |  |  |  |  | Explain specific field of operation, whether business planning, stock market investing, financial planning, accounting, consumer education or real estate.
 |  |  |  | Study consumer services laws and ethics to obtain state licensure. | Attend education classes to prepare for licensure examinations.
 |  |  |  |  | Pass examinations for licensures and maintain licensures with continuing education credits.
 |  |  |  | Follow through with continuing education requirements to keep current. | Document completion of continuing education classes.
 |  |  |  |  | Maintain current and marketable business skills.
HMPE01.02 | Academic Foundations | #5: Introduction to Consumer Services | Obtain a broad-based knowledge in consumer products and industry equipment to allow demonstration of product/equipment features and associated uses. | Use product/equipment to demonstrate features to client and consumer audiences. | Confirm clients’/consumers’ understanding of product/equipment features.
HMPE01.03 | Academic Foundations | #5: Introduction to Consumer Services | Read and understand current research information to include in presentations to clients and consumers. | Include research findings casually in everyday language to keep instruction at an appropriate level. | Answer client and consumer questions confidently and accurately.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE02.01 | Communications | #7: Business Procedures and Communications | Motivate clients/consumers to follow through with recommendations to serve the clients’/consumers’ best interests. | Use client/consumer service skills, including ability to empathize, to motivate clients. | Listen attentively.
 |  |  |  |  | Speak courteously and respectfully.
 |  |  |  |  | Include clients/consumers in planning.
 |  |  |  |  | Defuse client’s/consumer’s anger or skepticism.
 |  |  |  |  | Resolve conflicting interests.
 |  |  |  |  | Respond to client/consumer objections or complaints so that client/consumer shows satisfaction.
HMPE02.02 | Communications | #7: Business Procedures and Communications | Communicate to clients/consumers orally and in writing to explain consumer services offered, using standard English. | Apply client/consumer service techniques to complete transactions. | Manage objections with courtesy and defuse them.
 |  |  |  |  | Persuade the client/consumer to agree with an acceptable transaction.
 |  |  |  |  | Facilitate client’s/consumer’s follow through with the transaction.
 |  |  |  |  | Maintain client/consumer relationship as client /consumer returns for services and refers others.
 |  |  |  | Use interviewing skills to elicit necessary financial information and preferences. | Obtain all necessary information.
 |  |  |  |  | Identify client/consumer preferences.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE03.01 | Problem Solving and Critical Thinking | #6: Consumer and Financial Services | Use critical thinking skills of analyzing, synthesizing and evaluating economic and budgeting principles to solve financial/economic problems. | Apply principles of consumer services expertise to analyze client/consumer preferences and needs and to create recommendations. | Evaluate client/consumer resources versus cost.
 |  |  |  |  | Educate client/consumer about most beneficial choices.
 |  |  |  |  | Recommend best products, plans or services for client/consumer.
 |  |  |  | Synthesize economic principles, client/consumer data, and math skills to produce comprehensive budgets, purchasing plans, and/or financial plans. | Produce attainable and manageable plans.
 |  |  |  |  | Produce plans showing benefits for clients/consumers.
 |  |  |  | Create plan to balance purchases, budgets, businesses, real estate investments or portfolio investments. | Produce balanced plan, explaining to client/consumer how the plan provides balance.
 |  |  |  | Consult with co-workers or those knowledgeable in a field of expertise when needed to expedite solutions to problems. | Refer client/consumer to others if client/consumer will be better served.
 |  |  |  | Apply investing or purchasing strategies to make client/consumer recommendations. | Analyze client’s/consumer’s assets and purchasing power.
 |  |  |  |  | Evaluate options and choose options for maximum return and minimum risk.
 |  |  |  |  | Synthesize elements to produce purchase or investment recommendations that satisfy clients/consumers.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE04.01 | Information Technology Applications | #2: Information TechnologyApplications | Use business tools to access, manage, integrate and create consumer services information. | Use a calculator to manage numerical information. | Add, subtract, multiply, divide accurately.
 |  |  |  |  | Perform complex transactions accurately.
 |  |  |  | Use computer skills to access, manage, integrate and create information. | Use Internet to access current information.
 |  |  |  |  | Use Microsoft Word, Power Point and Excel.
 |  |  |  |  | Write, send and receive e-mail.
 |  |  |  |  | Use specialized software to prepare needed documents, accurately representing market analyses, contracts, projected outcomes, amortization, etc.
 |  |  |  |  | Publish with Desktop Software to produce advertising materials.
 |  |  |  |  | Create documents for client/consumer and office use.
 |  |  |  |  | Create website for Internet advertising.
HMPE04.02 | Information Technology Applications | #2: Information TechnologyApplications | Provide accurate public service information to educate various audiences. | Present comprehensive subject or product information to promote a subject or product. | Provide customized oral presentations and visual materials to specific audiences.
HMPE04.03 | Information Technology Applications | #2: Information TechnologyApplications | Identify key information to provide to various audiences. | Use the concept of 3-4 primary “info bites” needed for TV advertising. | Follow through with presenting “info bites” as required.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE06.01 | Safety, Health and Environment | #6: Consumer and Financial Services | Establish a physically and psychologically healthy environment to offer consumer services in a safe environment. | Select a location suitable to offer consumer services safely. | Evaluate accessibility to transportation.
 |  |  |  |  | Evaluate safety and security of the location.
 |  |  |  |  | Incorporate a functional work environment, equipment needs and required utilities for offering consumer services.
 |  |  |  | Create a psychologically suitable environment to offer consumer services in a safe environment. | Implement elements of a non-threatening environment.
 |  |  |  |  | Use social skills needed for a diverse population.
 |  |  |  |  | Use strategies to protect the privacy, autonomy and dignity of clients/consumers from diverse backgrounds.
HMPE08.01 | Ethics and Legal Responsibilities | #5: Introduction to Consumer Services | Behave ethically to provide recommendations in the best interests of the client/consumer. | Behave as a steward of client/consumer assets to maintain client’s/consumer’s best interests. | Provide beneficial help and suggestions to client/consumer.
 |  |  |  |  | Evaluate when client/consumer needs an advocate and follow through with meeting these needs.
 |  |  |  | Behave ethically in relationship with consumer services client/consumer to maintain client’s/consumer’s best interests. | Offer prompt, honest and efficient services.
 |  |  |  |  | Protect client/consumer from fraud, deceit or misrepresentation.
 |  |  |  |  | Immediately disclose any conflicts of interest.
 |  |  |  |  | Make recommendations for service based on the preferences and needs of the client/consumer.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HMPE10.01 | Technical Skills | #7: Business Procedures and Communications | Use business procedures to produce successful client outcome and business success. | Use a cash register to manage funds. | Provide accurate change or refunds.
 |  |  |  |  | Balance drawer at the end of a shift.
 |  |  |  | Follow business procedure to place orders for customer and for supplies. | Complete paperwork with accuracy.
 |  |  |  |  | Provide desired product to consumer.
 |  |  |  | Answer questions correctly and offer advice to satisfy customer expectations. | Advise consumer to make suitable personal and/or business decisions, whether purchasing or investing.
 |  |  |  |  | Recommend options regarding investments, insurances, tax guidelines, retirement planning, estate planning, purchasing, real estate ventures or accounting procedures.
 |  |  |  |  | Evaluate risk/reward relationships of consumer’s preferences.
 |  |  |  |  | Create financial plan or purchasing plan and present to client.
 |  |  |  |  | Follow up with client/consumer on outcome of plan implementation.
 |  | Additional Recommended CTE/Degree Major Courses:
 |  | #3: Consumer Education
 |  | #4: Entrepreneurship and Business Management