After enrolling in the course, please complete the FW&PCOA Utilities Customer Relations Level III Voluntary Certification application and Credit Card Charge Authorization form available at https://www.fwpcoa.org/docs.ashx?id=1271167. Email (training@fwpcoa.org) or fax (321-383-9691) the completed forms to the FW&PCOA Training Office. Please note the qualifications for the Utilities Customer Relations Level III Voluntary Certification stated on page 2 of the application. After the Training Office reviews and accepts the certification application, and processes the credit card charge, your enrollment in the course will be activated and you will be notified by email to start the course.

The course is self-paced, and each lesson consists of a slide presentation without a narrative. The course subscription period is three months. The student observes the presentation and reads the corresponding chapter in the FW&PCOA course book. There is a test after the lesson to evaluate the student’s knowledge of the lesson content. The course agenda is as follows:

• Course Introduction
• Chapter 1 - Training the Trainer
• Chapter 2 - Communications
• Chapter 3 - Emergency Preparedness
• Chapter 4 - Employee Selection
• Chapter 5 - Employee Performance
• Chapter 6 - Employee Documentation
• Chapter 7 - Organizational Culture

The association recommends the use of a large screen device, such as a desktop computer, laptop computer or large tablet. The use of mobile devices, such as a cell phone, are discouraged, due to lack of detail.

The FW&PCOA provides the certification exam in a live proctored setting after the student successfully completes all of the course lessons. Complete and return the exam proctor request form provided by the administrator at the end of the course and the FW&PCOA Training Office will make the arrangements for the proctored exam.

After the student passes the exam with a score of 70% or greater, he or she will receive the FW&PCOA Utilities Customer Relations Level III Voluntary Certification certificate. If they do not pass the exam on the first attempt, they will have two additional attempts to pass the exam. There is a $100 exam fee associated with each additional attempt and the student must arrange an exam proctor through the FW&PCOA Training Office. If the student fails all three attempts at the exam, the course must be repeated.

If you have any questions regarding the online course, please contact either the Online Institute Program Manager at OnlineTraining@fwpcoa.org or the FW&PCOA Training Coordinator at training@fwpcoa.org.

Thank you!