Get a supervisor when a customer complains
When to use this goal
For students in customer-facing jobs who argue with, ignore or walk away from an upset customer. Present levels in communication and regulation decide whether a short script or device message is used.
- Baseline
- Use role-plays with 5 kinds of complaints (wrong order, long wait, price). Count a response when the student used the phrase and brought the supervisor.
- Tips
- Entry-level workers are usually expected to pass complaints to a supervisor; that is the skill. Debrief after real complaints, which can be upsetting.
- Limits
- Role-plays are calmer than real complaints. Does not cover solving the complaint.
Original IEP Atlas template based on general measurement principles; not copied from any goal bank. ID fn-voc-061.
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Goal
By the annual IEP review date, during a customer-facing shift, when a customer complains or is upset, the student will say a short apology, tell the customer a supervisor will help and bring the supervisor independently in at least 4 of 5 opportunities, across 3 consecutive data collection sessions, as measured by opportunity-by-opportunity data collected weekly during role-plays and at each real complaint.
Baseline: 1 of 5 opportunities.
- Condition
- Observable behavior
- Criterion
- Measurement method
Measurability check11 of 11 met
Met: Observable behavior. Stated as an action.
Met: Condition. Stated.
Met: Unit fits the behavior. Opportunities fits this behavior.
Met: Explicit criterion. Number and unit stated.
Met: Mastery rule and schedule. Both stated.
Met: Method produces the metric. Opportunity (trial) recording gives opportunities data.
Met: Review timeframe. Stated.
Met: Baseline and target compatible. Same unit, change in the right direction.
Met: Aligned with area of need. Still about Vocational & Work Readiness.
Met: Level of support. Defined.
Met: Blanks filled in. Nothing left to fill in.
Checks structure and wording only. Whether the goal fits the student is the team's call.
Short-term objectives (optional)
When are objectives required?Required for students on alternate assessments (34 CFR §300.320(a)(2)(ii)); some states require them for everyone.
Paste into your IEP system
Most district systems have a separate box for each part of a goal. Copy them one at a time, or all at once as labeled text.
- Area of need
- Transition & Postsecondary Skills - Vocational & Work Readiness
- Baseline
- 1 of 5 opportunities.
- Annual goal410 characters
- By the annual IEP review date, during a customer-facing shift, when a customer complains or is upset, the student will say a short apology, tell the customer a supervisor will help and bring the supervisor independently in at least 4 of 5 opportunities, across 3 consecutive data collection sessions, as measured by opportunity-by-opportunity data collected weekly during role-plays and at each real complaint.
- Timeframe
- By the annual IEP review date
- Condition
- During a customer-facing shift, when a customer complains or is upset
- Behavior
- The student will say a short apology, tell the customer a supervisor will help and bring the supervisor independently
- Criteria
- In at least 4 of 5 opportunities, across 3 consecutive data collection sessions
- Evaluation method
- Opportunity-by-opportunity data
- Schedule
- Weekly during role-plays and at each real complaint
Copied as plain text, with straight quotes and plain dashes.
Matching data sheet
Opportunity tracker. One box per opportunity in each session.
Opportunity tracker
Opportunities- Student label:
- Target:
- in at least 4 of 5 opportunities
- Mastery rule:
- across 3 consecutive data collection sessions
- Collection schedule:
- weekly during role-plays and at each real complaint
- Method:
- Opportunity (trial) recording
- Data collector:
Goal: By the annual IEP review date, during a customer-facing shift, when a customer complains or is upset, the student will say a short apology, tell the customer a supervisor will help and bring the supervisor independently in at least 4 of 5 opportunities, across 3 consecutive data collection sessions, as measured by opportunity-by-opportunity data collected weekly during role-plays and at each real complaint.
Key: + demonstrated independently · P demonstrated with a prompt (note type) · − not demonstrated · NA no opportunity occurred
| Date | Activity / context | 1 | 2 | 3 | 4 | 5 | # + (of 5) | Notes |
|---|---|---|---|---|---|---|---|---|
Preview shows 4 of 12 rows.
- Record up to 5 opportunities per session, matching the goal's denominator.
- Define in advance what counts as an opportunity so every data collector records the same thing.
- Count only + marks toward the criterion unless the goal specifies prompted responses.
The CSV opens in Excel or Google Sheets, with formulas. Sheets print blank; no student data is stored.