CSA Academy Academy booklet.pdf · Audience • IT novices who need a broad, fundamental understanding of IT and who want to learn the basics of computers, networking, LANs and WANs,

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CSA AcademyCourse Outline

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CSA

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Welcome to CSA AcademyCSA is well aware that sometimes it’s necessary to “sharpen the axe” and strengthen the skills we apply in the professional world. Through CSA Academy, we are ready to assist our members in developing the needed skills for success.

This course outline provides a current list of topics available for training across the range of information systems, general networking as well as security concepts and application. Customer relations and communica-tions training is also available to strengthen the service our members provide to their own customers. We make no bones about the fact that Service really IS our middle name, and we’re helping equip others to achieve that same level of service.

While some courses have few or no prerequisites, CSA Academy does presume course candidates have at least minimal experience with personal computers, particularly with the Microsoft Windows line of operating systems.

Each year CSA will offer a variety of classes across our service area. If your utility has a special need and you would like for us to teach a class at your location, please contact us for custom pricing. Also, if there is a need for a class not listed here please let us know. If we have the skill set and knowledge, and if there is enough interest to cover expenses, then we will be happy to add such a class to our roster.

CSA has established standard pricing based on content, skill level and contact hours, but special pricing may be available according to class location and number of attendees. Be sure to check with Patty Turk at [email protected] or 877-842-5962 for availability and pric-ing opportunities. A current class schedule and registration information is always available on our Web site at www.csa1.com.

Tom Underwood, CPEGeneral Manager

Central Service Association

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5academy

Table of ContentsInter-office and Customer Relations ............................. 7Customer Communication .................................................................................... 8Dealing Effectively with Difficult Customer Transactions .....................................8Advanced Customer Communication Skills ..........................................................9Leadership Fundamentals for New Supervisors .................................................10

Information Technology and Security ......................... 11Introduction to Information Technology ............................................................12Network Administrator Training (Basic) ........................................................ 13Windows 7 .......................................................................................................... 13Windows 2008 Server ........................................................................................ 13Security Foundations 101 ................................................................................... 14Network Administrator Training (Advanced) ................................................. 14Comprehensive Cyberterrorism Defense ..........................................................15Security / Cyberterrorism First Responder .........................................................16

Computer Applications .............................................. 19Powerpoint Skills from A to Z ............................................................................. 20

Customer Systems ..................................................... 21Legacy CIS .......................................................................................... 22Introduction to the Legacy Customer Information System.................................22Initiating Pending Service Orders ....................................................................... 22Completing Pending Service Orders .............................................................. 23Billing Process .............................................................................................. 23Collection Process ........................................................................................ 24Meter Management and AMI Process ........................................................... 24WORKSHOP: Billing, Collection, and Meter Management/AMI .................... 24Security Management .................................................................................. 25CSA Reports .................................................................................................. 25Legacy Balancing, Auditing and Control Procedures ...................................... 25CSA Resource Link ........................................................................................ 26WORKSHOP: Customer Applications and Service Order Processing .............................................................................. 26WORKSHOP: Legacy Transactions and CSA Resource Link ............................. 26Orbit CMB ......................................................................................... 27Introduction to the Customer Management & Billing (CMB) System.................27Collections Processes ......................................................................................... 29Meter Reading, Handheld Activities and Equipment Inventory .........................31SmartList Builder (Basic) ..................................................................................... 32SmartList Queries ............................................................................................... 33Basic Skills and Daily CMB Actvities .................................................................... 34CMB Balancing, Auditing and Control Procedures.......................................... 35Billing .................................................................................................................. 35SmartList Builder (Advanced) ............................................................................. 36

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Billing Services .................................................................................. 37Rates and Billing Reviews – CMB ....................................................................... 37Statistical Instruction – CMB .............................................................................. 37Adjustment Instruction – CMB ........................................................................... 38

Financial and Work Systems ...................................... 39Legacy Financials .......................................................................................... 40Orbit Dynamic Financial Management System (DFMS) Financials ................. 40Orbit DFMS Payroll/Human Resources .......................................................... 41Orbit DFMS Purchasing/Inventory ................................................................ 42Orbit DFMS Reporting Tools .......................................................................... 42Orbit Work Management System (WMS) ...................................................... 43

Office Subsystems ..................................................... 45Electronic Document Management System ................................................... 46Cashiering Systems – Cashier for Windows ................................................... 47

UtiliTrak GIS .............................................................. 49UtiliTrak Basics .................................................................................................... 50Global Positioning System Data Collection (Basics) ............................................51Plotting with Layout Designer ............................................................................ 52UtiliTrak Interfaces ............................................................................................. 53Importing/Exporting Data .................................................................................. 54UtiliTrak Administration ...................................................................................... 54UtiliTrak User Authorization ............................................................................... 55Global Positioning System Data Collection (Advanced) ......................................56Global Positioning System Data Collection (Full Course) ....................................56UtiliTrak Advanced Topics ................................................................................... 57Maintenance Activities in UtiliTrak ..................................................................... 59

Utility Systems ........................................................... 61The ABCs of Electric Utilities .............................................................................. 62Basic Utility Accounting ...................................................................................... 62TVA Rates and Contracts Overview .................................................................... 63

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Inter-office and Customer

Relations

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Customer Communication

Course Number CR101

Course Description This course is designed as an introduction to the principles of effective customer service and the role the communication process plays in how customers evaluate service delivery. Class discussion along with small group exercises provides each participant with the basic tools necessary to interact effectively with your customers in a variety of business-related situations, including the occasional difficult customer scenario.

Learning objectives • determine customer needs and expectations and respond appropriately

• avoid being manipulated or influenced by other peoples’ difficult behavior

• guide stressful, non-productive customer transactions toward successful conclusions

• create dramatically positive experiences that exceed customer expectations

Audience Anyone who has contact with customers

Contact Hours 6

Prerequisite none

Dealing Effectively with Difficult Customer Transactions

Course Number CR102

Course Description One of the most challenging aspects of quality customer service is dealing with difficult customer transactions. These can range from those which feature highly assertive to hostile and aggressive behavior. It takes skill, tact, and patience to deal with these issues, yet if we are to be successful, we must resolve the issues in a timely professional manner.

Learning objectives • effectively manage emotional customer interactions • explore the dynamics of emotional behavior

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• explore the various patterns of aggressive/assertive behavior

• use voice and word-choice techniques to help defuse tension or hostility

Audience Anyone who may find themselves on the receiving end of hostile, aggressive, or manipulative behavior during customer business transactions

Contact Hours 6

Prerequisite none

Advanced Customer Communication Skills

Course Number CR201

Course Description This is an interactive, hands-on training experience utilizing actual customer communications examples. A variety of frequently occurring scenarios will be covered including customers’ questions regarding service, various recurring complaints, and dealing with abuse behavior.

Learning objectives • discover one’s own communication “style” and skills level through a written assessment

• respond effectively to common stressful scenarios: e.g. high bill complaints, meter accuracy, etc.

• respond effectively to manipulative or threatening and potentially dangerous behavior patterns

Audience Anyone who has regular contact with customers

Contact Hours 6

Prerequisite CSA Academy CR101

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Leadership Fundamentals for New Supervisors

Course Number CR301

Course Description Getting that promotion, especially that first step up the ladder, is a grand boost to one’s ego. Then reality rears its head, and you realize it’s different from what you expected... or hoped! Don’t worry... you’re not alone. Many first-time supervisors step into their new roles feeling apprehensive and ill-prepared. Suddenly, and sometimes dramatically, they discover that the skills and talents that made them a valued team player won’t necessarily make for an effective supervisor. Learning Fundamentals for New Supervisors will ad-dress the new skillset that will facilitate the transition from buddy to boss

Learning Objectives • Change the focus • Understand techniques for Motivation • Learn to communicate like a leader • Understand the five pillars of power • Determine where the buck stops

Contact Hours 6

Prerequisite None

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Information Technology

and Security

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Introduction to Information Technology

Course Number IT101

Course Description Gain an understanding of the core components that make up the Information Technology (IT) landscape.

Learning Objectives In this introductory course, you will learn the basics of computers, operating systems, and communication. With the help of interactive exercises, you will learn about common network protocols, the use of addressing to communicate over the network, and the role of the OSI model in network operation and troubleshooting.

The course also provides a fundamental understanding of what a data center is, commonly used wireless technologies, how encryption can be used to protect data, and how companies monitor and manage their IT infrastructures. You will also learn about cutting-edge technologies such as Unified Communications, Fixed Mobile Convergence (FMC), Cloud Computing, RFID, and IPTV.

Audience • IT novices who need a broad, fundamental understanding of IT and who want to learn the basics of computers, networking, LANs and WANs, data centers and data storage, and how IT infrastructures are monitored and managed

• entry-level and newly hired technical professionals, including PC support, help desk, and networking professionals

• sales and marketing professionals looking to increase their ability to communicate with technical professionals

• executives who seek better-informed decision making • beginners seeking fundamental knowledge in

preparation for later certification courses Contact Hours 8

Prerequisite none

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Network Administrator Training (Basic) Course Number IT102

Course Description This course is designed to help the network administrator (or non-technical person) with basic network functions as associated with CSA hardware and software systems. Users will receive a basic understanding and skills to support daily network activities necessary to support keeping their systems running smoothly in a CSA operating environment.

Learning Objectives • host access client (PCom) set up and installation • Symantec AV set up and management • adding and managing users in domain • setup and management of hosted SNA sessions • adding printers • server backup • adding PC to domain Contact Hours 6 hours

Prerequisite none

Windows 7

Course Number IT103

Course Description Windows 7

Learning Objectives

Audience • • •

Contact Hours

Prerequisite

Windows 2008 Server

Course Number IT104

Course Description Windows 2008 Server

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Learning Objectives

Audience • • •

Contact Hours

Prerequisite

Security Foundations 101

Course Number IT201

Course Description Investigate cyber security threats and master tech-niques needed to protect your network.

Learning Objectives In this hands-on cyber security course, you will gain a global perspective of the challenges of designing a se-cure system, touching on all the cyber roles needed to provide a cohesive security solution. Through lecture, labs, and breakout discussion groups, you will learn about current threat trends across the Internet and their impact on organizational security. You will review standard cyber security terminology and compliance requirements, examine sample exploits, and gain hands-on experience mitigating controls. In a contained lab environment, you will work with live viruses, includ-ing botnets, worms, and Trojans.

Audience • security operations personnel • network administrators • system integrators

Contact Hours 8

Prerequisite TCP/IP Networking or equivalent knowledge

Network Administrator Training (Advanced) Course Number IT202

Course Description This course is focused on the more technical aspects of hardware and software systems related to CSA’s operating environment in a client/server Windows network. Advanced topics will be covered to train the network administrator to support and troubleshoot

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equipment and software related to CSA systems.

Learning Objectives • how to rebuild a PC • networking theory and terminology • hardware functions and use • networking concepts • Windows 2008 Server • Windows 7 • network Security • E-mail set up and security Contact Hours 10 Hours

Prerequisite CSA Academy IT102

Comprehensive Cyberterrorism Defense

Course Number IT301

Course Description The goal of CCD is to provide technical personnel with the hands-on expertise necessary to defend communication and data networks from cyberterrorism events. CCD is a two day course that will expose participants to potential attack methods from cyberterrorists. After an introduction to cyberterrorism, participants will learn how to protect network systems by survey of the following: planning and preparation of defenses; installation and administration of defenses; hardening network defenses; administration of defenses; monitoring defenses; and testing and modifying defenses—followed by a review of cyberterrorism defenses and emerging trends.

Learning Objectives Summarize Historical Perspectives • outline how the cyber threat landscape has evolved

and is evolving as a result of hacker methodologies. • classify intentions maturing from criminal pranks

to attacks motivated by: profit, cyber espionage, corporate ambition, national intelligence gathering, and cyber warfare.

• recognize intent of threat, whether it is to disrupt critical infrastructures, weaken or destroy a nation’s resolve to fight, or force-multiply (magnify) the affects of conventional attacks.

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Learning Objectives Implement Network Design • prepare network defenses based on existing and

emerging attack methods. • recommend strategies for implementing Defenses-

in-Depth to thwart attacks. • improve modern technologies that are deficient in

thwarting attacks.

Learning Objectives Engage Emerging Methodologies • analyze modern and emerging attack methodologies,

such as Social Engineering, that leverage the weakest link in IT infrastructure—humans.

• utilize self-auditing methods and best practices for security defenses, including guidelines for offensively approaching one’s own network without causing damage or unintended consequences.

• operate various software tools/services commonly used by attackers to surveil, interrogate attack, enumerate, and embed into an organization’s network.

• gain management support for a secure IT environment, including but not limited to developing necessary elements, such as design and development of policies; business continuity practices; disaster recovery plans; available frameworks and templates; and best practices.

Contact Hours 16

Prerequisite experience as a system/network administrator

Security / Cyberterrorism First Responder

Course Number IT401

Course Description CFR is designed to prepare first responders to effectively and efficiently act to counter any type of cyber-based terror attack against our nation’s internet, communications, and network-based infrastructure. This is an intense, hands-on course for skilled technical personnel who meet specific technical prerequisites, and could be responsible for responding to agency assistance calls for potential cyberterrorism activity.

This course is an advanced level, hands-on course

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where network and security knowledge and experience is required. Alternative experience may be considered in lieu of listed requirements, based upon seating availability and review by CSA admissions staff.

CFR classes stress a proactive approach to providing computer, network, and infrastructure incident response handling. Solutions and methods taught are non-vendor-specific, which does not require participants to have specialized software when trying to implement class lessons at their own agencies. CSA stresses proper network and data engineering techniques and methodology over simple software packages, keeping utility financial requirements to a minimum.

Learning Objectives • define the steps of handling specific types of cyberterror incidents, including incident assessment, detection and analysis for security incidents, and the containing, eradicating, and recovering process from a system or network-based incident

• Identify, define, and practice first-hand the many tools and resources required in the cyberterror incident response process that the first responder must bring to bear in order to accurately and successfully detect, analyze, and mitigate a cyberterror incident

• Describe the Cyberterrorism First Responder (CFR) process, to include emergency assessment, emergency containment, emergency eradication, emergency restoration, post-emergency response, and the hand-off

• describe the follow-up, secondary incident response techniques, and the proper integration of these activities into the CFR process

• define the proper techniques used to properly review, critique, and build upon the CFR process through a series of review meetings and lessons-learned methods

Contact Hours 16

Prerequisite A minimum of two years experience as a system/network administrator or as a cyber security professional is required. An intermediate understanding of network concepts, along with general knowledge of computer operating systems, is required.

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Computer Applications

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Powerpoint Skills from A to Z

Course Number CA103

Course Description Death by Powerpoint depends on how you present your subject using the expansive set of tools available from Microsoft Powerpoint. This course is an interac-tive, hands-on training experience that will utilize the entire set of Powerpoint presentation tools in many ways that you have often asked yourself, “how did he/she do that?”.

Learning Objectives You will experience how to use the basic rules of pro-fessional typography, color selection as well as tech-niques to enhance the presentation of your subject matter beyond the endless stack of one screen after another. Techniques will be taught while you are actu-ally completing a presentation utilizing powerful Pow-erPoint features.

Audience anyone preparing/presenting professional material

Contact Hours 6

Prerequisite Basic computer skills

Not In This Class Using macros, screen recording

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Customer Systems

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Legacy CISIntroduction to the Legacy Customer Information System

Course Number CL101

Course Description This course covers all aspects of the Legacy Customer Information Systems. The user will receive the skills necessary to operate independently as a Customer Service Representative.

Learning Objectives • system login • special keyboard keys • customer transactions • deposits and membership transactions • pending transactions • meter management transactions

Contact Hours 4 Prerequisite None

Initiating Pending Service Orders

Course Number CL201

Course Description This course covers all aspects of the pending service order system. The user will receive the skills necessary to operate independently as a customer service representative.

Learning Objectives • add service order • update service order • inquire on a service order • report request • print a service order • print an application for service

Contact Hours 6

Prerequisite CSA Academy CL101

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Completing Pending Service Orders

Course Number CL202

Course Description This course covers completing orders in the pending service order system. Additional special topics will be covered in setting up customer accounts for the customer service representative.

Learning Objectives • complete a turn on service order • complete a turn off service order • complete other, add service, and lite service orders • special condition codes • bank drafts • budget/levelized billing • non interest bearing loans • miscellaneous fields (MISC) • interest bearing loans • small manufacturing credit • contracts • enhanced growth credit • green power generation • green power generation partners • re-route customers • adjustments and journal entry vouchers • penalties • disconnects • deposits and membership accounting

Contact Hours 6


Billing Process

Course Number CL203

Course Description This course will cover the billing process for the cus-tomer service representative. This course will teach the skills necessary to verify readings, download/up-load readings and select for billing.

Learning Objectives • preparing for meter reading

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• meter reading • checking exception reports • billing process • envelope billing message system

Contact Hours 6


Collection Process

Course Number CL204

Learning Objectives • Arrangements to pay • Use of route 996 • Bad debt process

Contact Hours 4


Meter Management and AMI Process

Course Number CL205

Learning Objectives The technical service department will receive the skills necessary to operate the Meter Management Inventory System, including

• adding meters • meter change outs • meter testing • meter retirement • AMI process

Contact Hours 4


WORKSHOP: Billing, Collection, and Meter Management/AMI

Course Number CL203-5

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Course Description This is a workshop consisting of three courses.

Learning Objectives • CL203, BIlling Process • CL204, Collection Process • CL205, Meter Management and AMI Process

Security Management

Course Number CL206

Learning Objectives The security administrator will receive the skills neces-sary to operate the Security Management System.

• set up users • modify user profiles • security reports

Contact Hours 4


CSA Reports

Course Number CL207

Learning Objectives The user will receive the skills necessary to balance the daily reports and verify the control objective report

Contact Hours 4


Legacy Balancing, Auditing and Control Procedures

Course Number CL208

Learning Objectives The office manager will receive the necessary skills to monitor office procedures for accuracy and effectiveness.

• responsibilities of office manager/customer service Supervisor

• balancing daily reports

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• source documents

Contact Hours 3


CSA Resource Link

Course Number CL209

Learning Objectives • access to the site • manage, print and email reports from spool file • recover reports • run reports • clearing 996 accounts • loan amortization • CSA contact screen • access to system manuals

Contact Hours 3


WORKSHOP: Customer Applications and Service Order Processing

Course Number CL211

Course Description This is a workshop consisting of two courses.

Learning Objectives • CL201, Initiating Pending Service Orders • CL202, Completing Pending Service Orders

WORKSHOP: Legacy Transactions and CSA Resource Link

Course Number CL212

Course Description This is a workshop consisting of two courses.

Learning Objectives • CL101, Introduction to Legacy CIS • CL209, CSA Resource Link

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Orbit CMBIntroduction to the Customer Management & Billing (CMB)

System

Course Number CO101

Course Description This course is designed to instruct new users of the Customer Management & Billing (CMB) System to perform general functions common to a new user. It may also be helpful to a user who received instruction in the past who has not been actively involved with CMB for a period of time. Users completing this course will achieve a basic understanding of the common navigational and presentation functionality throughout the system.

Learning Objectives • log into the CMB system • access the account window • identify the shortcuts bar • identify the Windows toolbar • identify the user toolbar • identify transactions, consumption analysis, • statement, services and other tabs on the account window • search for an account by entering the location ID • search for an account using find-extend functionality • identify account window tab information • navigate to inquiry and action windows from the

account window • determine the route and tariff for the service

connections on an account • navigate to the windows to view and set up

customer records • identify legacy account numbers • reprint a statement • identify the current and past-due balances for an account • access account information for prior customers at

the service location • review the customer record for current, future and

prior customers at the service location • log out of the CMB system

Contact Hours 8 Hours

Prerequisite None

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Service Orders

Course Number CO201

Course Description This course is designed to instruct the user how to initiate and complete service orders for existing or new service locations. Users will also navigate to open and historical service orders to determine the status of the service orders on an account. Associated tasks such as creating deposits, adding memberships and charging initial service fees will be trained during the creation phase. Activities such as entering reads, applying deposits, and creating final bills will be discussed as part of the completion phase.

Learning Objectives • access the service order entry window • identify the two main sections of the service order

entry window • identify the various request IDs used by the utility • determine the need for a move-in customer ID • identify the difference between a transfer service

order and a service order that does not result in a transfer of the current customer out of the location

• create a transfer service order • create a non-transfer service order • create a service order for a move-in customer that

already exists in CMB • create a service order for a move-in customer that

does not exist in CMB and must be created as part of the service order initiation process

• identify tasks that are to be completed during the initiation process and those that will be completed when the service order is closed

• differentiate between tasks that require an additional screen for completion and those that can be marked as done without other system activity from within the service order

• generate a service order printout (on screen) • print a hard copy of the service order • view the other tab of the account window and

launch an open or closed service order • create a new location for a service address that does

not exist • create a new customer from the account window, if

applicable

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• identify the incomplete tasks on an open service order

• identify the information on a service order printout needed to complete service order tasks

• differentiate between tasks that require an additional screen for completion and those that can be marked as done without other system activity from within the service order

• enter readings for service orders that require a transfer of the location from one customer to another

• apply or inactivate deposits for move-out customers • calculate and print final bills for move-out customers • view the other tab of the account window and

confirm the history status of a service order • change connection information for tariffs, tax rates

or other information that may require updating due to the transfer of a location from one customer to another

• add or remove connections for new or disconnected services


Prerequisite CSA Academy CO101

Collections Processes

Course Number CO202

Course Description This course will offer instruction to CMB users who take action in CMB for delinquent accounts. This activity may begin as early as the day after a due date and may end after notifications to customers and ultimately writing accounts off as a bad debt. This is a generic class with basic concepts for those that utilize Orbti CMB in different manners.

Learning Objectives • determine the appropriate time to run the penalty process

• understand the impact of running the penalty process later than the morning after the due date

• access the one-time-charge-penalty/discount-adjustment window

• run the penalty process by the appropriate option

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(due date, route, etc.) • review the list of penalties generated by running the

penalty process • post the batch of PNLT documents • generate a list of customers to receive late notices • export the late notice file and notify CSA that the file

has been created • confirm the list of customers receiving a late notice • generate a disconnect list based on the routes for a control • delete accounts that do not need to appear on the

disconnect list • print copies of the disconnect list • confirm the disconnect list to generate service orders • complete service orders to update customer credit

ratings and/or move customers out of service locations • run a final aged trial balance to determine if any past due

balances can be transferred to other accounts • perform a write-off to move the account balances

into the bad debt system • search for customers in the bad debt system • take payments in the bad debt system • generate reports associated with activity in the bad

debt system • reinstate amounts written off as bad debt to active

CMB accounts

Length 6 hours


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Meter Reading, Handheld Activities and Equipment Inventory

Course Number CO203

Course Description Attendees of this course will learn how to load and unload handheld meter reading devices or how to gather meter reading information from non-handheld sources. The AQEMR system will be used to import and export accounts and readings from CMB to the reading source (MVRS or other system). Exception reports and error resolution will also be addressed. Users will learn to add meters and non-metered equipment to inventory individually or in bulk, review records for existing equipment, retire metes and change equipment attributes.

Learning Objectives • access AQEMR and MVRS • import and export routes • review unposted batches in CMB • make adjustments to unposted read documents in

CMB • post meter reading batches in CMB • generate reading exception reports (SS01) • add a meter to inventory individually, through mass

entry or via a data import • add non-metered equipment to inventory • update existing meters and non-metered equipment • retire a meter



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SmartList Builder (Basic)

Course Number CO204

Course Description SmartList Builder is a Microsoft Dynamics GP add-on that allows you to create user specified SmartList reports within GP. It can be utilized across all areas of GP (i.e. payroll, purchasing, financial, CMB etc.)

Learning Objectives • Locating Data • Basic Relational Database Information • using SmartList Builder • tables • fields • additional linked tables • go-to’s • field restrictions • SmartList options • security

Contact Hours 4

Prerequisite Some basic knowledge of locating needed data

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SmartList Queries

Course Number CO205

Course Description This course is designed to instruct CMB users how to access and adjust existing SmartList queries. The broad queries provided on each CMB server can be narrowed with search criteria, saved as favorites and linked to the CMB homepage as reminders to offer efficiency to SmartList users. Query results can be exported to Word or Excel and can then be used to generate graphs, letters or other items available from these external software applications.

Learning Objectives • access the SmartList • generate results from an existing query • locate subqueries on the SmartList • identify home page reminders linked to SmartList

queries • apply search criteria to limit query results • sort query results • save a query as a favorite • save a query as a favorite and a reminder • navigate to the account window from query results • export query results to Excel or Word • use exported results to create a mail-merge

document



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Basic Skills and Daily CMB Actvities

Course Number CO206

Course Description Attendees of this course will be able to create, display, and remove/void a varieity of documents and information associated with customer accounts. Regular processes such as bank drafts and updating customer records will be addressed. Maintaining account information such as contribution programs, phone number, mailing addresses, payment arrangements and special handling messages will be trained from the creation, display and removal perspective.

Learning Objectives • access a customer record • add or remove information such as bank accounts,

Social Security numbers, birth dates, phone numbers, online user names and passwords, and spouse information

• create a new mailing address for an existing customer • add a special handling message to an account • view active and historical special handling messages • move a special handling message to history • run the EFT process for bank draft payments • void a document • process a payment as a returned check • create miscellaneous charges • create manual payments that do not originate from

the cashiering system • create credit memos • set up a customer on a special payment arrangement • review active and historical special payment

arrangements • terminate a special payment arrangement • set up and remove accounts from levelized/budget billing • create a loan • take a prepayment for a loan • add and remove accounts on round-up or fixed-

amount contribution programs

Contact Hours 24


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CMB Balancing, Auditing and Control Procedures

Course Number CO208

Learning Objectives The office manager will receive the necessary skills to monitor office procedures for accuracy and effectiveness.

• responsibilities of office manager/customer service Supervisor

• balancing daily reports • source documents

Contact Hours 6


Billing Course Number CO301

Course Description This course will provide instruction in preparing accounts for billing, calculating bills, resolving billing issues, generating export files for a print vendor, and posting bill batches. Subsequent reporting activities will also be discussed to allow the user to review billing activity in various formats. Voiding and rebilling accounts will also be discussed for same-month adjustments.

Learning Objectives • run the loan update process • determine if readings are available in open status for

bill generation • create a bill batch for a cycle or route • calculate billing for a cycle or route • generate bill error lists • resolve billing errors • identify the steps in the bill release process • export bill batches • communicate with the CSA billing team • post bill batches • generate reports for route revenue, unbilled

locations, etc. • void and rebill an account • set up and review demand contract informaiton

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• add, remove and edit billing messages for all or groups of statements



SmartList Builder (Advanced)

Course Number CO304

Course Description This is an in-depth look SmartList Builder and the GP Database. This course is a follow-up to the basic course and requires some basic understanding of SmartList Builder.

Learning Objectives • Locating Data (Advanced including Resource Description Lookup)

• In Depth Relational Database Information • using SmartList Builder • tables • views • custom sql views • table\view security • SmartList options • field options • calculated fields • importing and exporting SmartList reports • security

Contact Hours TBD


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Billing ServicesRates and Billing Reviews – CMB

Course Number BI101

Course Description Need extra training? New employee training? Need a refresher course? This training can help you understand your rate system better, billing, and/or teach new employees.

Learning Objectives • basics of calculating a bill by hand – all services including taxes

• how to use the Calc screen on CMB effectively • how to check rates using SR099 reports and the

Inquiry screen • checking rates in billing after rate changes are made • calculating special conditions based on revenue, kw

and kwh • voids and specials – checking for correct rates

Contact Hours 6

Prerequisite None

Statistical Instruction – CMB

Course Number BI202

Course Description CSA is excited to offer a special Statistical Instruction Class. This one-day training class will give attendees detailed information about their utility’s monthly statistic reports. Please note that this class will not cover balancing to general ledger or the TVA invoice.

Learning Objectives • in-depth study of balancing your stat report, including all TVA required reports

• learn the numerous steps CSA takes to produce accurate statistical information for TVA

• how adjustments, location setups, and billing errors affect and delay your stats

• how each individual report interacts and

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corresponds with the report as a whole • the calculations/formulas behind prorations,

generation solar/wind power, enhanced growth credits, small manufacturing credits and more

Contact Hours 6

Prerequisite Basic knowledge of your Utility’s class structure

Adjustment Instruction – CMB

Course Number BI201

Course Description Adjustments in the past have been intimidating. With our help, you can overcome the stress by feeling confident about your adjustments. Improving your knowledge can improve the accuracy of your utility’s monthly statistic reports and billing. This class also includes instructions regarding demand determinations such as billed demands and minimum bills based on demand. Examples and hands-on training will enhance your overall understanding of adjustments.

Learning Objectives • basic mechanics of making an adjustment • adjusting previous month readings in the adjustment • when it is better to rebill or make adjustments • how the adjustment affects your readings, billing

and stat reports • better understanding of demand determinations

within billing and adjustments • will receive all documentation/examples/instructions

at the end of class

Contact Hours 6

Prerequisite Basic knowledge of your utility’s bills and classes

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Financial and Work Systems

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Legacy Financials

Course Number FL101

Course Description This course will provide the skills to properly account for work order cost, close a work order, track the closing to the CPR accounts, and balance the work in progress General Ledger account and the CPR accounts back to the proper reports within the system. The Accounts Payable and General Ledger portion will aid in maintaining general ledger accounts accurately with the proper audit controls in place.

Learning Objectives • MWIS – Material Work Order Information System • creating a work order • having the proper standard labor • ensuring the work order has all elements to close • balancing work in progress to the general ledger • maintaining the CPR ledger • maintaining inventory control • purchase, receive and invoice • accounts payable and general ledger • creating payables efficiently • using routine journals • separation of duty • report writer in the general ledger Contact Hours 6 to 8 hours

Prerequisite Some basic knowledge of accounting would be helpful but not required.

Orbit Dynamic Financial Management System (DFMS) Financials

Course Number FD202

Course Description The user will gain knowledge to consistently and accurately maintain general ledger, budgets, fixed assets, bank reconciliation, and receivables management while maintaining proper accounting controls within the work process and balancing all the necessary general ledger accounts to the proper subsidiary reports. This course utilizes user skills in the DFMS environment.

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Learning Objectives • general ledger • budgets • fixed assets • receivables management • bank reconciliation

Contact Hours 7 hours

Prerequisite Knowledge of accounting (preferably utility accounting) and bank reconciliation processes within your company. Basic DFMS navigation recommended but not required.

Orbit DFMS Payroll/Human Resources

Course Number FD203

Course Description The user will gain the knowledge to consistently and accurately maintain payroll and human resources while maintaining proper accounting controls within the work process and balancing all the necessary general ledger accounts to the proper subsidiary reports. This course utilizes user skills in the DFMS environment.

Learning Objectives • Add/Edit Employee information screens including deductions, taxes, benefits, fixed allocations, etc.

• Payroll process screens • Payroll reports • Payroll smart lists • Human resources screens • Human resources reports • Human resources smart lists • Integrity Comprehensive Leave Manager screens • Greenshades 941, Unemployment, ACA, and W-2

e-filing process


Prerequisite Basic knowledge of payroll and human resources processes within your company. Basic DFMS navigation recommended but not required.

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Orbit DFMS Purchasing/Inventory

Course Number FD204

Course Description The user will gain the knowledge to consistently and accurately maintain inventory, purchase orders, and accounts payable while maintaining proper accounting controls within the work process and balancing all the necessary general ledger accounts to the proper subsidiary reports. This course utilizes user skills in the DFMS environment.

Learning Objectives • inventory • purchase orders • accounts payable


Prerequisite Basic knowledge of inventory and accounts payable within your company. Basic DFMS navigation recommended but not required.

Orbit DFMS Reporting Tools

Course Number FD205

Course Description With this course the user will gain the knowledge on how to use smart lists, how to write new smart lists, how to use existing refreshable excel reports, and how to write new refreshable excel reports. We will also discuss other reporting tools as time permits. This course will enable the users to utilize their skills in the DFMS environment.

Learning Objectives • Smart List • Smart List Builder • Excel Report Builder • Refreshable Excel • Management Reporter


Prerequisite Knowledge of accounting (preferrably utility accounting) within your company and basic DFMS navigation recommended but not required.

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Orbit Work Management System (WMS)

Course Number WO101

Course Description This course will provide the knowledge to properly maintain work orders with accuracy of material, labor standards, direct labor, overheads and other items necessary to close a work order to the proper CPR Ledger accounts. Also during this course work order estimates will be discussed in detail providing information on how an estimate is created, what role does standard labor play and how to create the work order from the estimate.

Learning Objectives • work order closing • overhead cost • maintaining the CPR ledger • work order estimates

Contact Hours 6 to 8 hours

Prerequisite Knowledge of accounting for work orders is helpful but not required.

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Office Subsystems

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Electronic Document Management System

Course Number OS101

Course Description This course is designed to provide the user with basic and advanced skills with CSA’s Electronic Document Management System. After the completion of this course the user will be able to handle daily process and address issues with the imaging system. Advanced processes will be introduced that will enhance the users system base knowledge.

Learning Objectives • concepts of cabinets, drawers and folders • indexing • searching • basics of imaging and COLD • batch importing • archiving • advanced system set up and admin Contact Hours 6 hours

Prerequisite None

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Cashiering Systems – Cashier for Windows Course Number OS201

Course Description This course covers all aspects of taking payments, balancing and closing out the day in CSA’s Electronic Cashiering System. The user will receive the skills necessary to operate independently as a cashier using CSA Cashier for Windows system and be able to utilize the tools available to troubleshoot balancing errors.

Learning Objectives • system login • screen navigation • categories and payment classes • payment methods • methods of searching • payment voids • multi-payments • balancing • duplicate receipts and reporting • end-of-day process • scanners functionality and Easy5 Contact Hours 4 Hours

Prerequisite Knowledge of basic customer account inquiry

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UtiliTrak GIS

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UtiliTrak Basics

Course Number UT101

Course Description UtiliTrak is a Microsoft-Windows-based geographic information system (GIS) designed exclusively for the Utility industry. UtiliTrak manages geospatial data (x,y,z coordinates) that designate the location of mapped objects relative to the earth’s surface. UtiliTrak models the connectivity of multi-service utility networks while providing a seamless real-time interface to customer meter and usage data from a utility’s customer information system (CIS). As a client-server enterprise solution, UtiliTrak can be deployed on a single workstation or a network of workstations at multiple locations.

Learning Objectives • logging into UtiliTrak • screen navigation: menus, icons, and toolbars • version management • UtiliTrak symbols • view scales and display styles • working with object control editors > displaying, selecting and highlighting objects > drawing and updating objects > setting and resetting location geometry > connectivity (show relationships between objects) > creating, saving and deleting views • searching for data (service address, meter number) • customer information system interface > updating meter and customer information records > goto-meter-site feature > display location-account screen • explorer overview > filtering object lists > export data to external applications • building queries • managing bookmarks • network tracing • transformer load analysis • printing using quick layout • getting help

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Audience Designed for utility personnel who want to: a. access data residing in UtiliTrak b. update and maintain data in UtiliTrak

Contact Hours 8

Prerequisite None

Global Positioning System Data Collection (Basics)

Course Number UT201

Course Description One of the methods for collecting data to populate a GIS system is to perform field data collection with global positioning system (GPS) equipment. This class provides hands-on training on how to collect infrastructure data in the field using GPS Trimble equipment and load the collected data into UtiliTrak.

Learning Objectives • use and care of Trimble equipment • GPS basics • GPS accuracy • installing and configuring Trimble Pathfinder Office

and TerraSync • using Trimble Planning software • creating and updating custom data dictionaries • collecting and updating point and line features • transferring data into Pathfinder • differential correction • exporting data from Pathfinder Office with the

UtiliTrak ASCII translator interface • importing the attribute and position data into

UtiliTrak via UtiliTrak’s ASCII translator • understanding the attribute, position, and ASCII log files

Audience Designed for engineering personnel who want to focus on the basics of capturing location and attribute data using Trimble GPS equipment and importing the col-lected data into UtiliTrak

Contact Hours 16

Prerequisite CSA Academy UT101

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Plotting with Layout Designer

Course Number UT202

Course Description UtiliTrak uses a layout designer tool to create custom plotting templates. Layout designer has the capability to open, create, modify, and print layouts quickly using toolbars and menus.

This class teaches participants how to create map views, legends, north arrows, scale bars, text, shapes, bitmaps, and symbols. Layouts can be saved as tem-plates set to the scale and paper size desired.

Learning Objectives • printing using quick layout • discuss templates versus layouts • defining custom plotting templates to match various paper sizes • adding elements to plotting templates • understanding layout series

Audience Designed for utility personnel who create map sheets or truck books from UtiliTrak.

Contact Hours 8


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UtiliTrak Interfaces

Course Number UT203

Course Description There are several interfaces that enhance the functionality of UtiliTrak. The Customer Information interface is a real-time connection to customer meter and usage data. In UtiliTrak the meter and customer account information is stored and linked to the physical locations of the meters. Data can be updated one customer at a time or for all customers. The Multi-Speak interface, an industry standard XML file interface, offers the ability to export network and customer data to be used for engineering analysis and outage management. The Interactive Voice Response (IVR) interface incorporates an ASCII file format that provides a hierarchy of protective devices and the upstream protective device for each customer. The Transformer Load interface updates transformer records in UtiliTrak by using an input file from transformer inventory on the customer information system.

This class provides a solid understanding of the func-tionality of the UtiliTrak interfaces and the benefits they provide.

Learning Obejctives • Customer Information System interface > individually updating meter and customer

information records > running the customer load (mass update) > IBM Personal Communications setup

for Legacy customers • understanding the Multi-Speak interface • interactive voice response (IVR) Interface • loading data in XML format • transformer load

Audience Designed for any utility personnel who need to view or update customer data, perform engineering analysis or export UtiliTrak data to an external system.

Contact Hours 4-8


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Importing/Exporting Data

Course Number UT204

Course Description UtiliTrak provides a DXF Import/Export interface that allows geospatial objects such as roads, building footprints, poles, and meters to be imported into UtiliTrak or exported out in a DXF file format. Participants also learn how to use the shape exporter tool, which converts features and attributes defined in a XML file to a shape file format.

This class provides hand-on instruction on how to im-port and export shape files and DXF files.

Learning Objectives • DXF import and export • exporting shape files

Audience Designed for any utility personnel who need to per-form engineering analysis or export UtiliTrak data to an external system

Contact Hours 4-8


UtiliTrak Administration

Course Number UT205

Course Description UtiliTrak offers the capability to customize the graphical user interface of UtiliTrak – the look and feel of the application. The field attributes of each object such as pole site can be arranged in the order preferred by the user. Colors, patterns, and various style attributes can be applied to the symbology of any object.

This class provides step-by-step instructions on how to customize and configure the UtiliTrak environment. Participants will create and manage themes as well as enable security authentication and authorization, which includes creating users and groups and assigning access rights to groups.

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Learning Objectives • data entry (populating pick-list values in drop-down fields) • configuring the application configuration

environment (ACE) • setting inventory and annotations options • defining styles and colors • customizing the search bar, extras menu, and object editors • working with themes • authorization (UtiliTrak security) > creating users and groups > assigning access rights • data backup and recovery

Audience Designed for utility personnel who need to custom-ize UtiliTrak’s configuration environment, setup styles and colors, manage UtiliTrak security, or perform other administrative tasks.

Contact Hours 8-16


UtiliTrak User Authorization

Course Number UT206

Course Description Authorization is an administrative tool that provides a security mechanism for controlling who has access to the UtiliTrak database by placing restrictions on the type of access a user is granted.

Learning Obejctives • creating users and groups • assigning access rights

Audience Designed for utility personnel who perform administra-tive tasks in UtiliTrak

Contact Hours 4

Prerequisite Working knowledge of UtiliTrak

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Global Positioning System Data Collection (Advanced)

Course Number UT301

Course Description One of the methods for collecting data to populate a GIS system is to perform field data collection with global positioning system (GPS) equipment. This class provides advanced, hands-on training in the collection of infrastructure data in the field using GPS Trimble equipment and in loading collected data into UtiliTrak.

Learning Objectives • navigating to a point feature • offsetting a point feature with a laser • nesting a point feature within a line feature • digitizing line features • customizing symbols in the data dictionary • exporting background files to the Trimble handheld unit • using background files in TerraSync

Audience Designed for engineering personnel who are ready to learn advanced GPS techniques in the field

Contact Hours 8-16

Prerequisite • CSA Academy UT201

Global Positioning System Data Collection (Full Course)

Course Number UT302

Course Description One of the methods for collecting data to populate a GIS system is to perform field data collection with Global Positioning System (GPS) equipment. This class provides basic and advanced hands-on training on how to collect infrastructure data in the field using Trimble GPS equipment and load the collected data into UtiliTrak.

Learning Objectives • use and care of Trimble equipment • GPS basics • GPS accuracy • installing and configuring Trimble Pathfinder Office

and TerraSync • using Trimble planning software • creating and updating custom data dictionaries

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• collecting and updating point and line features • transferring data into Pathfinder • differential correction • exporting data from Pathfinder Office with the

UtiliTrak ASCII translator interface • importing the attribute and position data into

UtiliTrak via UtiliTrak’s ASCII translator • understanding the attribute, position, and ASCII log

files • navigating to a point feature • offsetting a point feature with a laser • nesting a point feature within a line feature • digitizing line features • customizing symbols in the data dictionary • exporting • background files to the Trimble handheld unit • using background files in TerraSync

Audience Designed for engineering personnel who collect infra-structure data in the field for input into UtiliTrak

Contact Hours 24


NOTE: Participants may choose to take UT201 and/or UT301 separately in lieu of the full course

UtiliTrak Advanced Topics

Course Number UT303

Course Description This class builds on the knowledge gained in the UtiliTrak Basics class.

Once a utility’s UtiliTrak database is populated with some data there are several tools that can be used to analyze the data. As the UtiliTrak data model is being developed network connectivity is established when network elements are drawn connected to each other. The connectivity is maintained from the source to the customer. The data modeling quality assurance tool checks the integrity of the data model reporting issues with connectivity and associativity.

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UtiliTrak also has the ability to perform both down-stream and upstream traces for electric facilities. Within the gas and water networks “Out of Service” customers can be tracked and highlighted in the map. The operation of isolation valves and lines dynamically changes the network configuration. UtiliTrak offers the ability to perform transformer load analysis based on metered data for the connected customers and the total transformer KVA.

Learning Objectives • connectivity (relationships between objects) • track joint use attachments • linking light sites to the paying customer • connecting a service site to a meter site • network tracing • data model analysis • building queries • export data to external applications > Excel > Access > Word > XML > Shape • AMR phase matching • pole span mileage • gas/water works • setting annotations • rebuilding circuits • transformer load analysis • spatial object manager (SOM) • displaying digital ortho-photos

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Audience Designed for utility personnel who want to: a. access data residing in UtiliTrak b. update and maintain data in UtiliTrak

Contact Hours 16

Prerequisite • CSA Academy UT101 • data populated in the UtiliTrak map

Maintenance Activities in UtiliTrak

Course Number UT304

Course Description UtiliTrak offers the capability to create and maintain facility records such as pole inspections, right of way maintenance on overhead primary spans, and fault history records for facilities like reclosers, fuse-cutouts, and transformers. Both transformer and recloser inventory can also be managed in UtiliTrak.

This class teaches participants how to create and up-date various maintenance and inventory records.

Learning Obejctives • maintaining facility inventory records • creating and updating inspection records • creating and updating right of way maintenance records • tracking fault history on protective devices

Audience Designed for utility personnel who use UtiliTrak to track equipment, inventory, or manage inspection, fault his-tory, or, right-of-way maintenance records.

Contact Hours 4

Prerequisite • CSA Academy UT101 • data populated in the UtiliTrak map

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Utility Systems

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The ABCs of Electric Utilities

Course Number US101

Course Description This course introduces participants to the inner work-ings of electric utilities. Each participant will receive a copy of the TVPPA publication Electric Utility Primer.

Learning Objectives • Understand the history of electric energy as a

commercial enterprise • Become familiar with terminology specific to

infrastructure and electrical terminology • Identify basic engineering and accounting

calculations as well as safety principles

Audience New-hires, board members, vendors, customers, media personnel, or anyone who would benefit from an un-derstanding of electric utility organizations.

Contact Hours 6

Prerequisite None

Basic Utility Accounting

Course Number US102

Course Description The course provides intermediate understanding of FERC Electric Utility Accounting and Accounts Classifi-cations.

Learning Objectives • Discuss the most often-asked questions by TVA

electric utility accountants • Concentrate heavily on electric plant accounting

Audience Utility employees involved in accounting processes Contact Hours 6

Prerequisite A year or more of electric utility accounting experi-ence is preferred. Course is beneficial for the slightly experienced as well as electric utility accountants with several years of experience.

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TVA Rates and Contracts Overview

Course Number US103

Course Description This course provides an overview of TVA’s electric rates and contracts. This information has been pulled from the latest schedules, rate classifications, contract terminology as well as special rates such as VII and Generation Partner credits. This interpretation is a combination of over 35 years of working knowledge of TVA rates, billing and stats.

Learning Objectives • TVA’s oversight and regulation • Rate classification types • Contract wording • Demand determinations • Special distributor rates

Contact Hours 3

Prerequisite None

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CSA

academy

65

CSA

academy

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Central Service Association93 South Coley Road

PO Box 3480Tupelo MS, 38801, 38803-23480

www.csa1.com, 877-842-5962, 662-840-1329

Documents

CSA Academy Academy booklet.pdf · Audience • IT novices who need a broad, fundamental understanding of IT and who want to learn the basics of computers, networking, LANs and WANs,