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General Information

All students can participate in EL Civics instruction and assessment. However, only ESL students in WIOA II EL Civics education programs can earn payment points for passing COAAP assessments. ABE, ASE, and CTE students can earn CAEP Immigrant Integration Indicator (I3) outcome for CAEP but not payment points for WIOA II. Please see Successful Implementation of COAAPs for CAEP Agencies for a crosswalk for ABE/ASE/CTE student placement into ESL COAAP instructional levels.
Civic Objective#: 71 Program Year: 2025-2026
Civic Objective: Demonstrate the language and literacy skills necessary to effectively participate in workforce training and work as a Health Care Worker.
TOPSpro Form #: 714C AAP #: 71.4
Assessment Type: Role Play

Level Range
From: Intermediate Low To: Advanced

Language and Literacy Objectives

Language and literacy objectives with an asterisk (*) are suitable for beginning low level students.
11 Identify the duties and responsibilities of the pharmacy technician, both in the community and the hospital pharmacy within the legal parameters.
12 Read and discuss the three main types of communication and the skills to support effective communication while assisting a pharmacy customer.
14 Demonstrate the understanding of HIPAA and appropriate verbiage necessary to ensure patient safety when dispensing a prescription.
15 Examine, interpret, and use the protocol for communicating refill authorizations through simulated telephone conversations with prescribers.

Additional Assessment Plan Tasks

Task: 1

Description: Respond to a Pharmacy Customer

Content (8 items, 16 possible points)
In a simulated in-pharmacy interaction, student, in the role of the pharmacy technician, will respond to a new customer’s (the assessor) request for prescription. Role-play will have up to 8 interactions such as: a greeting, asking up to 5 patient profile questions (IL=4, IH-A=5), repetition of information, and a closing.

Presentation (5 items, 5 points possible)
Student will be rated on 3 effective non-verbal communication skills such as eye contact, body language, professionalism, appearance, etc., AND
2 effective verbal communication skills such as active listening (repeating information and/or paraphrasing content back to a customer) and tone of voice (speaking with clarity, yet with appropriate volume for patient confidentiality).

Points Possible:21Level:Intermediate Low - Advanced
Scoring Rubric Points
Content
Utterance is appropriate, clear, complete, and has correct content. There may be errors, but they do not interfere with meaning. 2
Utterance is appropriate and has correct content. It may be partially complete. There may be errors that interfere with meaning, but utterance can be understood with interference. 1
Utterance is inappropriate, incomprehensible, or incorrect, or there is no utterance. 0
Presentation
Each appropriate presentation characteristic. 1
Each inappropriate presentation characteristic. 0

Task: 2

Description: Request a Refill Authorization

Content (9 items, 18 possible points)
In a simulated communication with a prescriber by telephone, student, in the role of the pharmacy technician, will call the prescriber’s office to request a refill authorization for a patient. Role-play will have 9 interactions such as:
1. Greeting
2. Pharmacy Technician’s name
3. Pharmacy name
4. Reason for call
5. Patient’s last name (say it and spell it out)
6. Patient’s first name (say it and spell it out)
7. Patient’s date of birth
8. Medication name
9. Closing

Presentation (2 points possible)
Student will provide information and be rated on effective verbal communication skills such as appropriate tone, pronunciation, clarity, etc.

Points Possible:20Level:Intermediate Low - Advanced
Scoring Rubric Points
Content
Utterance is appropriate, clear, complete, and has correct content. There may be errors, but they do not interfere with meaning. 2
Utterance is appropriate and has correct content. It may be partially complete. There may be errors that interfere with meaning, but utterance can be understood with interference. 1
Utterance is inappropriate, incomprehensible, or incorrect, or there is no utterance. 0
Presentation
Each appropriate presentation characteristic. 1
Each inappropriate presentation characteristic. 0

Rating Scale/Passing Scores

Total Points Possible: 41
Advanced: 36
Intermediate High: 32
Intermediate Low: 27
Beginning High:
Beginning Low:
View Civic Obj & AAP List