MASTER PLAN OFFICE SUPPORT PERSONNEL PROGRAM
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MASTER PLAN
OFFICE SUPPORT PERSONNEL
PROGRAM
2020-2022
Chief: Alan Strauss, Chief Human Resources and Equity Officer
Director: Eric Chisem, Talent Acquisitions and Operations (Non-Instructional)
Contact(s): Alex Macri and Deborah Henneberg
Course Group Number: 10454603RATIONALE This is a needs-based training program for all District and School-based Office Support Personnel. The goal is to offer classes that will provide the knowledge and skills required for personnel to handle their daily tasks in a responsible and efficient manner, which is based on research from the International Association of Administrative Professionals and the Florida Department of Education’s Curriculum Framework for the Administrative Assistant – Career, Technical and Adult/Community Education (CTACE). In addition, several focus groups were formed to solicit feedback on the specific skills needed for the various clerical positions at both the District and School level.
1. INDIVIDUAL
1.1 DESIRED OUTCOME: Articulates the vision and mission of their respective school or
department and the District.
LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1
Explains how the vision Articulates the vision Can locate the vision Has no knowledge of
and mission are and mission statements and mission statements the District’s and
applied. without assistance. with assistance. school or department
vision and mission
Explains how the work Can explain their Cannot explain their statements.
of Office Support meaning to others. meaning to others.
personnel relates to the
statements. Participates in the
writing of the vision
Takes a lead role in and mission statement
writing the vision and for their respective
mission statement for worksite.
their respective
worksite.
2.1 DESIRED OUTCOME: Applies appropriate laws, rules, policies, and procedures, which
govern the operation of the school or department within the scope of the responsibilities of
the position.
LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1
Quickly locates Locates relevant laws, Locates relevant laws, Cannot locate relevant
relevant laws, rules, rules, policies and rules, policies and laws, rules, policies and
policies and procedures procedures within a procedures with procedures.
without assistance. reasonable amount of assistance.
time unassisted. Cannot explain the
Describes, interprets Reads the relevant relevant information.
and clarifies the Explains the relevant information with no
relevant information. information but cannot interpretation or
interpret without clarification.
assistance.
3.1 DESIRED OUTCOME: Prepares professionally and grammatically correct written
correspondence.
LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1
Prepares Prepares Prepares Does not prepare
correspondence per correspondence per correspondence per written
District guidelines District guidelines District guidelines but correspondence.
without assistance. without assistance. with continual
assistance. Unfamiliar with
Writes clearly and Writes clearly and proofreading
effectively without effectively with Lacks grammatical techniques.
assistance. assistance. writing skills.
Uses appropriate
writing style. Proofreads materials Distributes with
but distributes with no grammatical and
Proofreads typographical errors typographical errors.
correspondence and and some grammatical Does not proofread.
distributes without errors.
grammatical or
typographical errors.4.1 DESIRED OUTCOME: Demonstrates effective communication with students, teachers,
administrators, parents and all other stakeholders as a representative of the school District.
LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1
Quickly able to express Organizes and Difficulty Unable to express ideas
ideas and thoughts to expresses ideas and communicating ideas and thoughts clearly.
others in a clear and thoughts clearly but and thoughts in some
concise manner. not concisely. circumstances. No active listening
skills and interrupts
Uses appropriate word Uses appropriate word Uses inappropriate repeatedly throughout
choice when choice 50% of the time word choice. the conversation.
communicating with when communicating
others. with others. Interrupts at times Is unaware of
during the appropriate body
Displays active Only interrupts for conversation. language during
listening skills by clarification. conversations.
paraphrasing correctly Cannot paraphrase and
and recognizing the Displays active must ask speaker to
speaker’s feelings listening skills by repeat multiple times.
without interruption. paraphrasing correctly Does not seek
but does not recognize clarification.
Maintains appropriate the speaker’s feelings.
body language Does not maintain
throughout the Maintains appropriate appropriate body
conversations. body language 80-90% language during
Serves as a of the conversation. conversations.
communication role
model for peers.
5.1 DESIRED OUTCOME: Provides quality and sustained customer service to all internal and
external District stakeholders.
LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1
Immediately Easily recognizes Recognizes customer’s Does not establish
recognizes customer’s customer’s needs and needs after long relationship with
needs and can offer the able to offer some interaction and able to customer and not able
best solution. solutions. offer some assistance to identify their needs.
but no solutions. Customer breaks off
Uses a variety of Uses a variety of interaction.
empathetic responses empathetic responses, Restates the customer’s
and maintains contact if required but does not words and moves to Ignores the customer’s
throughout the follow through on action without all of the feelings during the
interaction (in person interaction (in person information needed (in interaction (in person
or via phone.) or via phone.) person or via phone.) or via phone.)
Goes above and beyond
their job requirement
to assist others.Data Collection Plan
End Goal of plan: Office Support Personnel will have the knowledge and skills necessary to provide
quality office services to students, teachers, administrators, support staff and other members of the
District’s educational community.
Are the data
What sources Who will be
What type of available or Where are When will
of data will responsible for
data needs to do new data these data these data be
help the collecting these
be collected? need to be located? collected?
investigation? collected? data?
Attendance Sign-In sheets Data is ESS Trainer/Program End of each
available Mgr course
Evidence of Assessments Data is Database Trainer/Program End of each
quality office available Mgr course
service
knowledge District Data is Database Service Quality Yearly
Customer available Dept.
Service
surveys
Evidence of Participant Data is Database Trainer/Program End of each
application products available Mgr course
of quality
office service Course Data is ESS Program Mgr End of each
skills Appraisals available course
Office Data is Yearly Administrator Yearly
observations available performance
evaluation
District Data is Database Service Quality Yearly
Customer available Dept.
Service
surveys
Area of Impact Formative Measures Summative Measures
Employee Practices Follow-up/Implementation Appraisal
activities Participant survey
Participant year-end
evaluationYou can also read
