Program Title: Office Administration

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1 July 2006 Florida Department of Education Outcomes Standards Program Title: Office Administration CIP Number Length 63 Credits AS INTENDED OUTCOMES: After successfully completing this program, the student will be able to: 01.0 Perform telephone activities Perform math computations 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 consumer economics activities Perform information transmittal activities Demonstrate knowledge of reprographic activities Perform decision-making activities Perform machine transcription activities Perform office management activities. In addition, students will complete the objectives in one of the following specializations: Legal Office Medical Office With Options in: Medical Office Administration Medical Records Transcription Medical Information Coder/Biller Office Management Office Software Applications Records Management Legal Office Specialization 17.0 Perform machine dictation/transcription activities Perform legal office management activities Perform legal office activities.

2 20.0 Demonstrate knowledge of U.S. and Florida court systems Perform records management activities. Medical Office Specialization With Options in: Medical Office Administration Medical Records Transcription Medical Information Coder/Biller 17.0 Perform medical office activities Perform medical office management activities Perform records management activities. Office Management Specialization 17.0 Perform advanced office management activities. Office Software Applications 17.0 Perform office management activities. Records Management Specialization 17.0 Develop organizational skills for records/information control Develop records management skills 19.0 Demonstrate knowledge of forms design, analysis and control Demonstrate knowledge of archives. STUDENT PERFORMANCE STANDARDS Program Title: Office Administration 01.0 PERFORM TELEPHONE ACTIVITIES Locate phone numbers mechanically and electronically Demonstrate ability in teleconferencing and placing international calls Demonstrate effective telephone etiquette Coordinate multi-line phone system Demonstrate customer service skills using the telephone Demonstrate understanding of cellular phone technology and usage Demonstrate ability in voice mail, paging, transferring, recording/taking messages, and screening calls PERFORM MATH COMPUTATIONS Perform business math operations manually and using technology.

3 02.02 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 PERFORM KEYBOARDING AND DOCUMENT PROCESSING ACTIVITIES Demonstrate keyboarding techniques Demonstrate use of keyboard/input device function Identify formatting principles Demonstrate speed and accuracy in keying Key business letters Key envelopes, and labels, interoffice memorandum and /labels for interoffice envelopes, meeting minutes, tabulated information, multipage 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 Prepare documents from rough draft copy, using proofreaders marks Prepare a document using mail merge and variable information PERFORM RECORDS MANAGEMENT ACTIVITIES Index, code, sort, and file materials alphabetically, numerically, geographically and by subject, both manually and electronically Identify types of filing supplies, equipment, and procedures Cross-reference materials in the alphabetic, numeric, geographic, and subject filing systems Recommend solutions to problems in existing filing systems Design form for initial inventory of records Search for, retrieve, and investigate information in files Identify definitions of records management terminology List and describe methods of protecting vital records Identify appropriate action for the retention, disposal and archiving of records Identify characteristics of centralized and decentralized filing systems Classify records into vital, useful, and nonessential categories Identify procedures for confidentiality.

4 04.13 Demonstrate backup and recovery procedures PERFORM ACCOUNTING ACTIVITIES Demonstrate understanding of accounting ethics Reconcile bank statements Demonstrate understanding of fiscal calendar Prepare and process expense reports Prepare supply order and monitor inventory Prepare and monitor department budgets electronically Demonstrate understanding of manual and online (electronic) banking Prepare, process, and monitor invoices Prepare payroll records, including time sheets Demonstrate understanding of wire transfers Prepare petty cash transactions Submit tax reports such as 940s, 1040s, W-2s, etc PERFORM COMMUNICATION ACTIVITIES Follow oral and written instructions Compose business correspondence and related documents Prepare, outline, and deliver a short oral presentation Participate in group discussion as a member and as a leader Obtain appropriate information from graphics and other visual media Research and interpret information retrieved from print and electronic resources Dictate for recording medium Prepare executive summaries for letters, reports, and/or news articles Research and compose a document containing statistical information Demonstrate knowledge of appropriate spelling, grammar, punctuation, and word choice Proofread and edit documents using proofreaders' marks 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.

5 07.0 DEMONSTRATE KNOWLEDGE OF HUMAN RELATIONS SKILLS 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 stress management techniques Identify and demonstrate positive interpersonal skills Demonstrate ability to work with diverse populations Demonstrate ability to work as a team member 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 Recognize the effect of organizational and cultural change on the job Demonstrate knowledge of motivational techniques Identify appropriate attire and grooming for a business office DEMONSTRATE EMPLOYABILITY SKILLS 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 résumé 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 PERFORM INFORMATION PROCESSING ACTIVITIES 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.

6 09.05 Create and edit documents from handwritten, dictated or typed material using current technology Input numeric data Use office equipment manual Develop a flowchart and an organizational chart Develop and use an office operations manual Perform computer activities using data base, spreadsheet, and graphics presentation, word processing, /scheduling, and utility software applications Describe ways to identify computer viruses Research, use and download information from the Internet Demonstrate knowledge of the importance of continuing education and technology updates DEVELOP LEADERSHIP SKILLS Prepare an agenda Demonstrate the ability to conduct a meeting Greet and introduce individuals Demonstrate knowledge of professional organizations Identify traits of employees with promotion potential List principles of group dynamics PERFORM CONSUMER ECONOMICS ACTIVITIES Identify basic concepts of the American economic system, including e- commerce Identify basic types and sources of consumer credit Identify advantages and disadvantages of consumer credit PERFORM INFORMATION TRANSMITTAL ACTIVITIES Identify mail classifications Locate and verify addresses and ZIP codes Process incoming and outgoing mail Identify and compare special mail and other delivery services Identify safety and security procedures for transmittal of information DEMONSTRATE KNOWLEDGE OF REPROGRAPHIC ACTIVITIES Identify characteristics of reprographic methods and equipment, including electronic Make decisions on best reprographic method to use.

7 13.03 Define terms used in reprographics Identify characteristics of paper Demonstrate knowledge of copyright/reproduction laws PERFORM DECISION-MAKING ACTIVITIES 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 application of business ethics Choose appropriate action in situations requiring following a chain of command Choose appropriate action in situations requiring effective time management Identify ways to assign work to others Determine preventive actions for office communication problems Select the best way to handle confidential information Identify the best way to provide constructive feedback on improper behavior Identify options for solving personnel problems Choose appropriate action in solving problems involving violation of business principles PERFORM MACHINE TRANSCRIPTION ACTIVITIES Demonstrate techniques in machine transcription Transcribe recorded dictation of business related documents Evaluate transcription systems for office utilization Demonstrate understanding of dictation methods PERFORM OFFICE MANAGEMENT ACTIVITIES Identify management styles Prepare managerial reports about production, personnel, equipment, and operational costs Set priorities and develop more efficient procedures for work flow Conduct and discuss performance appraisals with employees, set goals, and recommend training Conduct self-performance appraisal Prepare a general budget Choose appropriate action applying business management techniques Apply time management techniques to office schedule.

8 16.09 Develop short/long-range plans including EAEO and equity guidelines Demonstrate understanding of procedures for handling grievances Demonstrate understanding of conducting an interview Select items to include in a new employee's orientation to the job Select and delegate tasks Recommend employees for promotion Sketch layout of an office using principles of ergonomics Compare and select vendors from whom to purchase office supplies. Legal Office Specialization 17.0 PERFORM MACHINE DICTATION/TRANSCRIPTION ACTIVITIES Demonstrate techniques in machine dictation and transcription Transcribe recorded dictation of legal correspondence and other legal documents Evaluate transcription systems for office utilization PERFORM LEGAL OFFICE MANAGEMENT ACTIVITIES Make decisions on major equipment acquisition Prepare and maintain client records Define the major functions of legal office management List characteristics of effective leaders/managers List the steps in problem solving Maintain work schedules for payroll purposes Demonstrate knowledge of motivational techniques Sketch the layout of a legal office using the principles of ergonomics Calculate billable hours PERFORM LEGAL OFFICE ACTIVITIES 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 records for assessing client charges.

9 19.09 Maintain an appointment book Maintain a tickler file for docket control Demonstrate knowledge of document formats required by the court systems and other agencies Demonstrate knowledge of legal filing systems in a law office Create legal templates Key information using legal templates DEMONSTRATE KNOWLEDGE OF U.S. AND FLORIDA COURT SYSTEMS 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 PERFORM RECORDS MANAGEMENT ACTIVITIES Identify the components of a records management system Prioritize activities for the organization of a records management system Identify the principles of forms control Identify principles governing the planning of a records retention and disposition schedule. Medical Office Specialization With Options in: Medical Office Administration Medical Records Transcription Medical Information Coder/Biller 17.0 PERFORM MEDICAL OFFICE ACTIVITIES Select, complete, verify and submit insurance forms Record charges and collections and prove accounting transactions Schedule appointments and activities Define and spell medical terms Use medical references Prepare and maintain patient records Demonstrate knowledge of the legal and ethical aspects of health care Locate and record information from medical records Demonstrate a compliance with all federal and state health care regulations Describe functions in a medical office Demonstrate understanding of legal and ethical issues in a medical office Demonstrate knowledge of computer security in the confidential environment.

10 17.13 Evaluate transcription systems for the medical office Demonstrate correct techniques in transcribing medical information Transcribe recorded dictation of medical correspondence and other medical documents PERFORM MEDICAL OFFICE MANAGEMENT ACTIVITIES Make decisions on major equipment acquisition Record coding and billing changes in patient records Define the major functions of medical office management List characteristics of effective leaders/managers List the steps in problem solving Maintain work schedules for payroll purposes Demonstrate knowledge of motivational techniques PERFORM RECORDS MANAGEMENT ACTIVITIES Identify the components of a records management system Prioritize activities for the organization of a records management system Identify the principles of forms control Identify principles governing the planning of a records retention and disposition schedule. Office Management Specialization 17.0 PERFORM ADVANCED OFFICE MANAGEMENT ACTIVITIES Sketch the layout of an office using the principles of ergonomics 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 Relate leadership to other management and communication skills Examine ways effective leaders develop, coach, and motivate Define organization vision and mission 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.

11 17.14 Identify the major functions of management Demonstrate understanding of basic management concepts such as authority, responsibility, delegation, empowerment, and hiring and firing Demonstrate knowledge of the relationship between authority and responsibility to task accomplishment Select the most effective communication systems Identify problems and make an appropriate decision Describe activities associated with the management functions of planning, organizing, staffing, leading, and controlling Demonstrate an understanding of procedures for handling grievances. Office Software Applications Specialization 17.0 DEMONSTRATE KNOWLEDGE OF OFFICE SOFTWARE APPLICATIONS Demonstrate ability to send a file electronically Demonstrate knowledge of advanced and scheduling options Demonstrate knowledge of utility software Demonstrate ability to convert files to different file types Demonstrate ability to integrate various software applications Enter and edit text, numbers, and formulas in a spreadsheet Create and edit advanced formulas and functions in a spreadsheet Graphically illustrate a worksheet (graphs, charts, etc.) Demonstrate knowledge of formatting a spreadsheet Create and edit a presentation using presentation software Perform advanced functions using presentation software Create a database table Perform a database query Create a custom form in a database Create a custom report from a database Perform advanced database functions Perform advanced word processing functions Demonstrate knowledge of desktop publishing applications Create and run macros Password protect electronic documents. Records Management Specialization 17.0 DEVELOP ORGANIZATIONAL SKILLS FOR RECORDS/INFORMATION CONTROL Identify procedures for establishing a records management program List and describe the components of a records management system Identify well-designed forms.

12 17.04 Design a records center layout Plan the index for a records management manual Identify means for the control of a records management system Plan a records retention schedule Plan personnel needs for a records management department List and describe methods of protecting vital records Design the form for an initial inventory of records Identify principles of a reports management program Identify legal resources for records retention Index records according to ARMA rules File records according to ARMA rules DEVELOP RECORDS MANAGEMENT SKILLS Identify management styles Prepare personnel, equipment, and financial reports Evaluate qualifications and interview applicants Set priorities and develop efficient work flow procedures Identify components of office ergonomics Identify methods of maintaining security of information Identify procedures for selection of office furniture and equipment, hardware and software Recognize appropriate action to resolve personnel problems Evaluate performance of employees Identify employee motivational techniques Identify legal and governmental requirements which impact the design and operation of various media such as paper, microfilm, data processing and digitize records DEMONSTRATE KNOWLEDGE OF FORMS DESIGN, ANALYSIS AND CONTROL Plan and design a forms management program Identify cost factors in the design and use of forms Prepare a numerical and a functional classification index DEMONSTRATE KNOWLEDGE OF ARCHIVES Define the archival process Identify records that have archival value Identify methods of preserving archival documents Identify strategies for protecting archival records from disaster Identify strategies for recovering archival records exposed to disaster.

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