1. Basic Skills:

Individuals meeting this competency can

• Comprehend, explain and analyze information
• Interpret the meaning of written material
• Perform all basic math functions with whole numbers, decimals and fractions
• Interpret and solve algebraic equations, use math in business, i.e. calculating discounts and percentages.
• Create and use tables and graphs and integrate information from multiple sources.
• Employ basic and business writing skills, including accuracy in spelling, punctuation and grammar and the ability to create business letters, emails and other written communications.
• Have effective oral communication skills including the ability to speak professionally and speak so others can understand.
• Actively listen and offer critical observations of what was heard.

2. Computer Literacy

Individuals meeting this competency will have:

• Keyboarding skills
• General data entry skills
• Speed and accuracy
• Audio accuracy (listen and type)
• Ability to navigate in Microsoft Windows
• Understand and use computer terminology appropriately
• Connect to the Internet or an on-line service
• Use Electronic Mail (compose, retrieve, read, respond in a professional manner)

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3. Customer Service

Individuals meeting this competency can

• Appropriately address customers, either in person, by telephone, e-mail or other means.
• Identify customer needs by gathering information, assessing customer’s knowledge of products/services
• Provide accurate, courteous and timely information, including responding to customer comments and questions. 
• Work calmly with “difficult” or upset customers.
• Work in a team environment.
• Solve customer problems and know when to escalate a problem to a manager.
• Know what questions to ask.
• Engage the customer – focus on the customer.
• Record customer service problems.

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4. Problem Solving and Decision Making Skills

Individuals meeting this competency can

• Read and follow multi-step directions.
• Learn, reason, and think creatively.
• Make appropriate and reasonable decisions.
• Identify and solve problems.
• Prioritize workload.
• Interpret information obtained through observation.
• Ask pertinent questions.
• Use problem solving strategies

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5. Interpersonal Skills

Individuals meeting this competency can
Work on teams, teach others and serve customers.

• Work without supervision.
• Work well with people from culturally diverse backgrounds.
• Develop and maintain productive group relations.
• Cooperate with others and accept supervision.
• Display responsible personal and work behaviors.

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6. Personal Qualities

Individuals meeting this competency

• Has a positive, “can do” attitude.
• Is a self-starter.
• Habitually arrives on time and doesn’t leave early.
• Understands and can adapt to workplace culture.
• Can control emotional outbursts.
• Shows flexibility and adaptability.
• Demonstrates self-management and dependability
• Comes to work appropriately dressed.
• Demonstrates honesty and integrity.
• Has addressed barriers to employment, such as substance abuse, the need for child care or related services, transportation, or criminal justice involvement

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7. Job Seeking Skills

Individuals meeting this competency should have:

• An up-to-date, accurate resume customized for each job using key words from advertisement and listing accomplishments; Resume should include accurate spelling and grammar, action words, appropriate white space, bullets, not paragraphs, and appropriate email name and phone voice message
• Cover letter
• List of up-to-date professional references
• Evidence of job searches using Internet, print and job board posted ads
• “Dress for Success” interview clothing
• Completed job applications;
• Evidence of participation in interviewing exercises including copy of critique(s) and a sample list of appropriate questions;
• Proof of networking efforts;
• Proof of education attainment (diploma, etc.) and any certificates earned.
• At least one work based learning experience obtained thru internship (paid or unpaid); a job; work experience provided by the program with a skill rating from the supervisor in addition to letters of reference.

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