1. Assessments Diagnostic Testing This is a short test to determine the learner’s level of computer knowledge prior to taking the class. It will be a computerized assessment of their technical skills such as typing, email, and computer navigation. Sample instrument questions on the test could include: “Can the learner navigate to the email program? “Did the learner use spell check to ensure accuracy?” “Did the learner save Excel documents appropriately?” Performance Assessment Using example data provided, the learner will enter data into the excel database which will be reviewed by instructor for accuracy. Assessment content examples would include observing the learner entering data into correct fields and reviewing for accuracy. The instructor will use a checklist during the performance to determine the learner’s accuracy 1. Learner will respond to 100% of patron emails within 24 hours of receipt. Learner will demonstrate the ability to type at a minimum of 30 wpm with 95% accuracy When provided with a job aid (example text), learner will respond in a professional manner every time. 2. When provided with a job aid (example entries), learner will demonstrate proficiency in recording patron donations with 100% accuracy in the museum Excel database program. Goal: Volunteers will be able to operate museum computer systems to include museum email and Excel database program.

2. Assessments Pencil & Paper Assessment This assessment will show that the learners can accurately identify artists and their paintings. The learner will complete a 20 question quiz requiring them to match specific artists with their paintings and exhibits. Sample Quiz: The sample quiz would have 20 pictures of artwork and 20 artists' names. The learner will be able to match each artist to their specific artwork. Learners will fill in the blank next to artwork from the list of artists' names. Goal: Volunteers will lead tours of museum exhibits and respond to visitor questions.

3. Assessments Performance Assessment This performance assessment will demonstrate the learner’s ability to interact with the people and guide the visitors systematically through the museum exhibits. It will also show how well they adapt to the group dynamics. The learner will work in groups to conduct tours of the museum. Each learner will take turns being the guide for each group. The instructor will evaluate each learner’s performance using an observation rubric and checklist of items that learners are expected to perform. Sample checklist of questions: “Did the learner greet the patron courteously and introduce themselves?” “Did the learner answer the visitor’s question correctly during the tour?” “Did the learner correctly identify the artwork in the exhibits?” Goal: Volunteers will lead tours of museum exhibits and respond to visitor questions.

4. Assessments Performance Assessment This assessment will demonstrate the learner’s communication skills in summarizing the fund-raising needs of the museum, and how to overcome objections from patrons. Performance Assessment 1: The learner will input patron donations into the Excel database to determine level of accuracy in maintaining the computer database. The instructor will evaluate each learner’s performance using an observation rubric and checklist of items that learners are expected to perform. Sample instrument questions: “How will the donations be used?” “What is the museum's current fund-raising goal?” Performance Assessment 2: Includes group interaction where each group will practice overcoming objections using skill cards with various scenarios. The learners will role play together to practice their skills. The instructor will evaluate each learner’s performance using an observation rubric and checklist of items that learners are expected to perform. Goal: Volunteers will work in telephone and email campaigns to raise funds from museum patrons.