CASAS ELC AAP - AAP Detail

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#:	2	Program Year:	2025-2026
Civic Objective:	Access community or commercial agencies to resolve a consumer complaint. (This objective has only 2 AAPs.)
TOPSpro Form #:	024C	AAP #:	2.4
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.
1	Identify an appropriate consumer complaint.
5	Make an oral or written consumer complaint.
6	Complete a complaint form.

Additional Assessment Plan Tasks

Task: 1

Description:	Make a Complaint About a Defective Product Content A (8 items, 16 points possible) Student will participate in a role-play in which student plays the role of a consumer who has received a defective product and is speaking to the assessor in the role of an employee in the complaint department of a store or company. In speaking to the consumer, the employee will attempt to avoid taking responsibility for the problem that the consumer is complaining about. The student will communicate 8 utterances, such as: 1. Introduce self 2. State the problem 3. Suggest a remedy 4. Repeat or adjust the suggested remedy when employee avoids taking responsibility for problem. 5. Indicate what future action consumer will take if the problem is not resolved 6. In answer to employee’s suggested solution to the problem, clarify the suggested solution 7. Accept a suggested solution and/or take the employee’s name to continue the complaint process 8. Close the conversation Content B (2 items, 4 points possible) Student will use clarification techniques as needed in order to comprehend the assessor's answers. Student will take notes on the assessor’s answers if necessary. After the role-play, the assessor will check the student’s comprehension of the information acquired . This can be accomplished in a variety of ways such as: by asking 2 comprehension questions which student will answer orally.
Points Possible:	20	Level:	Intermediate Low - Advanced

Scoring Rubric	Points
Content A
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 the utterance can be understood with inference.	1
Utterance is inappropriate, incomprehensible, or incorrect, or there is no utterance.	0
Content B
Utterance has correct content.	2
Utterance is incorrect or there is no answer.	0

Task: 2

Description:	Fill out a Consumer Complaint Form Given an agency-created prompt or case study about a consumer problem,student will fill out an authentic consumer complaint form. Optimally, the form will be completed on a computer and sent to the assessor electronically.
Points Possible:	12	Level:	Intermediate Low - Advanced

Scoring Rubric	Points
Content
90% correct	10
80% correct	8
70% correct	6
60% correct	4
50% correct	2
Less than 50% correct	0
Legibility, Neatness, and Spelling
Neat and legible. Spelling errors do not interfere with meaning.	2
Not neat or legible, or spelling errors interfere with meaning.	0

Rating Scale/Passing Scores

Total Points Possible:	32
Advanced:	28
Intermediate High:	24
Intermediate Low:	20
Beginning High:
Beginning Low: