Consumer Services Career Pathway Standards Grades 9-12

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Standard 1 Consumer Services Industry Awareness
Students will understand the breadth of the consumer services industry, including career opportunities and the role of this industry in state and local economies. They will demonstrate content proficiency by:
1.1 Describing the scope of the consumer services industry;
1.2 Investigating entry-level, technical-level, and professional-level consumer services careers and the education or training requirements;
1.3 Identifying the ways in which industries and companies provide consumer services;
1.4 Describing the role and effect of this industry on the consumer and on the state's economy;
1.5 Identifying the role of consumer affairs personnel in an organization;
1.6 Assessing the personal qualifications, interests, aptitudes, knowledge, and skills necessary to succeed in the consumer services industry;
1.7 Describing career paths and strategies for obtaining employment and advancing in the consumer services industry;
1.8 Describing the impact of information technology on consumers and the consumer services industry;
1.9 Conducting research of legislative, economic, and social trends that have an impact on careers in the consumer services industry;
1.10 Describing the ways in which national and international policies and procedures affect the daily operations of a consumer services organization; and
1.11 Identifying the knowledge, skills, aptitudes, and behaviors that can be transferred to higher levels of employment within the career pathway or to other fields.

Standard 2 Professional Standards/Dignity of Work
Students will understand what constitutes professional behavior, image, and standards. They will demonstrate content proficiency by:
2.1 Describing a code of ethics and identifying the components of professionalism, including integrity, initiative, confidentiality, and respect at the work site;
2.2 Explaining the interdependence and importance of all jobs to the success of an organization;
2.3 Describing and practicing professional and ethical behaviors;
2.4 Identifying clothing, grooming, and personal hygiene appropriate for the job;
2.5 Explaining ways in which on-the-job decisions can affect the quality of work;
2.6 Describing job-related stress and strategies to manage stress;
2.7 Explaining employers' and employees' rights and responsibilities; and
2.8 Determining ways to maintain competency within the industry.

Standard 3 Workforce and Organizational Management
Students will understand workforce and organizational management, including the roles and responsibilities of management and employees. They will demonstrate content proficiency by:
3.1 Describing the outcomes of effective management, such as profitability, productivity, employment atmosphere, consumer and client satisfaction, and business growth;
3.2 Explaining workforce management strategies, such as shared responsibilities, negotiation, planning, and decision making;
3.3 Using effective workforce management strategies;
3.4 Analyzing how workforce management strategies affect employees' actions;
3.5 Identifying appropriate business procedures for consumer services organizations, such as the use of business plans; spreadsheets for payroll and inventories; and other tools for budgets, record keeping, and correspondence with consumers and clients; and
3.6 Describing the uses of technology in the various segments of the consumer services industry.

Standard 4 Operational Procedures and Safety Practices
Students will understand operational procedures and safety practices commonly performed in the consumer services industry. They will demonstrate content proficiency by:
4.1 Using the correct technical terms to describe products, procedures, and equipment unique to the consumer services industry;
4.2 Describing and performing operational procedures related to quality control, maintenance, storage, security, shipping, receiving, billing, and payment as required by the job;
4.3 Describing procedures for preparing, expediting, and tracking forms needed for requisitioning supplies and materials;
4.4 Preparing and maintaining records, correspondence, and forms as required by the job;
4.5 Describing accurately products, procedures, and equipment and recommending the use of equipment and merchandise;
4.6 Describing the uses of technology in the consumer services industry;
4.7 Using and storing equipment, tools, and supplies properly;
4.8 Cleaning and maintaining the work station and equipment as required;
4.9 Describing types and causes of industry-related accidents;
4.10 Explaining and demonstrating procedures, such as lifting and handling, to reduce and prevent accidents;
4.11 Describing procedures for handling accidents and emergencies;
4.12 Demonstrating correct procedures for completing and maintaining accurate accident reports and records; and
4.13 Analyzing the purpose and information in the Material Safety Data Sheets (MSDSs).

Standard 5 Laws and Regulations Affecting the Consumer Services Industry
Students will understand the laws and regulations that affect providers of consumer services. They will demonstrate content proficiency by:
5.1 Describing the evolution of consumer protection legislation;
5.2 Identifying and describing the role of local, state, and national public and private agencies and laws that protect consumers;
5.3 Explaining employers' and employees' responsibilities and procedural requirements for complying with laws and regulations.
5.4 Explaining how local, state, and federal regulations and laws are enforced by regulatory agencies, including the California Occupational Safety and Health Administration (Cal/OSHA);
5.5 Identifying and explaining policies and procedures established by the employer;
5.6 Describing how providers of consumer services comply with laws and regulations; and
5.7 Explaining local, state, and federal regulatory procedures and requirements for employers and employees in the consumer services industry, including labor relations, personnel policies and procedures, and labor laws.

Standard 6 Consumer Rights and Responsibilities
Students will understand consumer rights and responsibilities within the consumer services field. They will demonstrate content proficiency by:
6.1 Recommending strategies for consumers to use when exercising their rights and accepting their responsibilities;
6.2 Distinguishing among various advertising techniques used in marketing;
6.3 Explaining how individuals can have an impact on the legislative process as it relates to consumer regulations; and
6.4 Analyzing the impact of consumer protection laws on the cost and quality of goods and services.

Standard 7 Global Influences
Students will understand the significance of national and international influences, current events, and diversity within the consumer services field. They will demonstrate content proficiency by:
7.1 Identifying national and international issues that affect consumers;
7.2 Analyzing the influence of different global industries, economies, regulations, and political systems on the consumer services field;
7.3 Describing how cultural diversity affects consumer services;
7.4 Evaluating local, state, national, and international agencies, organizations, and media resources that provide current consumer information; and
7.5 Describing the effects of current technology on the ability of customer service agencies to reach a national and global customer base.

Standard 8 Customer Relationships
Students will understand customer relationships and their impact on the consumer services field. They will demonstrate content proficiency by:
8.1 Providing or recommending products and services to address customers' needs or wants;
8.2 Applying logical, legal, and expedient solutions to consumers' concerns;
8.3 Evaluating factors that contribute to quality customer relationships;
8.4 Explaining how the customer's point of view and suggestions affect management's policy and decision making;
8.5 Using appropriate, empathetic, and effective communication skills and practices that are sensitive to individual differences and cultural factors when dealing with customers; and
8.6 Describing how the Internet and new technology improve communication and facilitate business operations.

Standard 9 Consumer Public Relations
Students will understand the skills and techniques needed to prepare advertising, public relations, and informational materials for consumers. They will demonstrate content proficiency by:
9.1 Identifying and describing consumers' tools for communication;
9.2 Identifying sources and specific outlets of media, including those that are specific to certain cultures;
9.3 Using investigative research and journalistic skills to prepare and deliver materials and presentations that consumers will understand, such as videos, press kits, public service announcements, and fact sheets;
9.4 Preparing press release timelines, agenda schedules, and conference arrangements;
9.5 Using effective communication skills to represent an organization's perspective;
9.6 Applying advertising techniques; and
9.7 Preparing a public relations plan that enhances customer relations and operations of an organization.

Standard 10 Energy, Environmental, and Resource Management
Students will understand consumer programs provided by energy, environmental, and resource management businesses. They will demonstrate content proficiency by:
10.1 Comparing consumer programs, including programs for special needs groups, available in a variety of energy, environmental, and resource management businesses;
10.2 Explaining the costs and benefits of consumer programs for consumers, communities, and businesses;
10.3 Explaining and identifying the sources of energy and energy efficiency;
10.4 Explaining residential and commercial waste disposal and recycling issues;
10.5 Interpreting electric, gas, and water bills and meters for the consumer;
10.6 Developing an energy conservation record for electric, gas, and water meters; and
10.7 Describing methods of reducing, reusing, and recycling waste.

Standard 11 Consumer Product Development, Testing, and Demonstration
Students will understand the procedures required to research, test, label, and demonstrate products to provide information needed by employees, consumers, and clients. They will demonstrate content proficiency by:
11.1 Identifying trends that affect the customer's demand for products and services;
11.2 Comparing features, benefits, prices, product information, styles, and performance of consumer goods and analyzing the relationships among them;
11.3 Comparing products sold through the Internet;
11.4 Describing the purpose of marketing research before a new product or service is developed and introduced;
11.5 Following standard testing procedures, analyzing data, and integrating findings to revise products;
11.6 Preparing information labels and instructions for care according to industry standards and governmental regulations; and
11.7 Planning, conducting, and evaluating demonstrations that educate consumers and promote a variety of products.

Standard 12 Financial Management
Students will understand the impact of the U.S. economic system on personal income, financial management, individual and family security, and consumer decisions. They will demonstrate content proficiency by:
12.1 Explaining the interrelationship between the economy and consumer spending;
12.2 Describing services provided by various financial institutions;
12.3 Developing short-term and long-term financial plans that reflect needs, wants, values, goals, and economic situations;
12.4 Analyzing how short-term and long-term financial plans affect consumer decisions;
12.5 Providing information related to credit terminology, credit ratings and sources, and costs of credit;
12.6 Evaluating the costs, risks, and benefits of consumer credit;
12.7 Explaining the costs of bankruptcy to the individual, the institution, and the economy;
12.8 Preparing plans to resolve credit issues and explaining the effect of those issues on the consumer; and
12.9 Analyzing various types of investments and risk-management programs.

Standard 13 Personal, Interpersonal, and Communication Skills
Students will understand how personal, interpersonal, and communication skills influence employability. They will demonstrate content proficiency by:
13.1 Describing interpersonal skills that enhance relationships at the work site, such as working cooperatively, communicating effectively, sharing responsibilities, and exercising leadership;
13.2 Analyzing the importance of such personal skills as a positive attitude, self-confidence, honesty, integrity, and self-discipline as these characteristics pertain to work, personal, and family life;
13.3 Explaining ways in which to resolve conflicts, use negotiation skills, and communicate resolutions across gender, age, and cultural groups;
13.4 Assessing the importance of effective nonverbal, oral, and written communication skills in getting and keeping a job;
13.5 Using appropriate communication skills, including correct telephone, facsimile, and e-mail etiquette; and
13.6 Interpreting nonverbal communication and responding appropriately.

Standard 14 Thinking and Problem-Solving Skills
Students will exhibit critical and creative thinking, logical reasoning, and problem-solving skills. They will demonstrate content proficiency by:
14.1 Identifying issues and problems in the consumer services industry and offering possible solutions;
14.2 Considering multiple options for completing work tasks and applying appropriate problem-solving strategies to work-related issues; and
14.3 Applying creative thinking skills to identify and present new ways to perform work effectively.

Standard 15 Balancing Personal, Family, and Work Responsibilities
Students will understand management strategies needed to achieve balance in work, personal, and family life. They will demonstrate content proficiency by:
15.1 Identifying and analyzing multiple roles as members of the workforce, families, and communities;
15.2 Identifying and analyzing resources that help in managing the responsibilities of multiple roles;
15.3 Identifying and applying management strategies to achieve balance in work and family roles; and
15.4 Evaluating effectiveness in balancing responsibilities at home and work.

Standard 16 Teamwork and Leadership
Students will understand the teamwork and leadership concepts and skills needed to succeed in work, personal, family, and community life. They will demonstrate content proficiency by:
16.1 Identifying, comparing, and analyzing the characteristics and benefits of teamwork, leadership, and citizenship in the workplace and community;
16.2 Defining leadership roles in work and community life;
16.3 Identifying and practicing strategies for effective teamwork, leadership, and citizenship in the workplace and community;
16.4 Developing skills in teamwork, leadership, and citizenship by participating in FHA-HERO activities;
16.5 Analyzing and using written and professional resources that help in developing skills in teamwork and leadership; and
16.6 Assessing how skills in teamwork and leadership enhance employability.