SANTA ANA UNIFIED SCHOOL DISTRICT (SAUSD) (2) -2014

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Santa Ana Unified School District CUSTOMER SERVICE ACADEMY Program Narrative /Statement of Work In partnership with the Santa Ana WORK Center, via funding from the Workforce Investment Act, Santa Ana Unified School District (SAUSD) will provide 20 low- income youth, ages 16 -21, with training in soft skills concentrated on customer service. The program, known as the Customer Service Academy, consists of 10 courses, eight hours each, for a total of 80 hours of instruction throughout the 2013 -2014 academic year. Through SAUSD's Regional Occupational Program (ROP), this program, taught by ROP faculty will focus on interpersonal and social skills and lead to a Certificate of Completion from Santa Ana Unified High School/ROP. Expected to enhance their personal, educational and professional lives, the subject courses include: • Customer Service • Career Planning & Management • Workplace Professionalism • Attitude, Values & Ethics • Communication in the Workplace • Collaboration & Teamwork • Critical Thinking /Problem- Solving/Creativity • Workplace Legal Issues /Ethics • Time Management • Conflict Management Following is a description of each course. 1. Customer Service — Students will explore key skills and attitudes necessary to effectively meet both internal and external customer needs ... this includes employers /colleagues and business clients respectively. Participants will be introduced to concepts and appropriate techniques for dealing with the different audiences, enhancing customer satisfaction and insuring positive communication. 2. Career Planning & Management — Students should make career decisions that are right for them. Career -ready individuals take personal ownership of their educational and career goals and manage their individual plan to attain these goals. They recognize the value of each step in the educational and experiential process, and they understand that nearly all career paths require ongoing education and experience to adapt to practices, procedures, and expectations of an ever - changing work environment. 3. Workplace Professionalism/Productivity — Career -ready individuals understand the obligations and responsibilities of being a member of a community and demonstrate this understanding every day through their interactions with others. They are aware of the impacts of their decisions on others and the environment around them, and they think about the short-term and long -term consequences of their actions. They are reliable and consistent in going beyond minimum expectations and in participating in activities that serve the greater good. EXHIBIT A Page 1 of