Assessor Resource

BSBLIB405
Assist customers to access information

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to help customers obtain information they need, that can be found in readily accessible sources.

It applies to individuals working in frontline information services roles in any industry sector. They may be working in library and information services organisations, records management units, government departments, tourist information centres or community advisory organisations. These roles are undertaken within established guidelines under general supervision.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Clarify customer information requirements

1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

1.2 Confirm purpose of information request and any special requirements

1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics

2 Follow search strategies

2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

2.2 Assist customers to develop own information-seeking skills and become independent learners

2.3 Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment

3 Source and provide information

3.1 Source information from readily accessed sources in response to customer requests

3.2 Provide information in appropriate format, and confirm with customers that their information need has been met

3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Evidence of the ability to:

use bibliographic tools and industry-current technology

communicate information to several customers using a range of print and electronic information sources

apply well-developed information literacy skills

respond constructively to a wide range of information requests within established collections.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

reference organisational policies in relation to customer assistance

describe typical customer requests and appropriate information sources for responding

describe techniques for using print and electronic reference resources and tools, including formulating search strategies

analyse a range of information resources, formats and delivery options, including:

document delivery and supply processes

electronic and print

interlibrary loans

outline copyright, moral rights and intellectual property legislation, and issues relevant to information services providers

explain cultural considerations when working with customers and potentially sensitive material.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Library – Information Services field of work and include access to:

a range of library and information services and resources

industry-current information technologies

relevant policies and procedures.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Clarify customer information requirements

1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

1.2 Confirm purpose of information request and any special requirements

1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics

2 Follow search strategies

2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

2.2 Assist customers to develop own information-seeking skills and become independent learners

2.3 Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment

3 Source and provide information

3.1 Source information from readily accessed sources in response to customer requests

3.2 Provide information in appropriate format, and confirm with customers that their information need has been met

3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Evidence of the ability to:

use bibliographic tools and industry-current technology

communicate information to several customers using a range of print and electronic information sources

apply well-developed information literacy skills

respond constructively to a wide range of information requests within established collections.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

reference organisational policies in relation to customer assistance

describe typical customer requests and appropriate information sources for responding

describe techniques for using print and electronic reference resources and tools, including formulating search strategies

analyse a range of information resources, formats and delivery options, including:

document delivery and supply processes

electronic and print

interlibrary loans

outline copyright, moral rights and intellectual property legislation, and issues relevant to information services providers

explain cultural considerations when working with customers and potentially sensitive material.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Library – Information Services field of work and include access to:

a range of library and information services and resources

industry-current information technologies

relevant policies and procedures.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use communication techniques appropriate to the form of customer contact to identify exact nature of information request 
Confirm purpose of information request and any special requirements 
Compile basic search terms, including list of keywords and phrases appropriate to topics 
Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment 
Assist customers to develop own information-seeking skills and become independent learners 
Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers 
Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services 
Inform customers of constraints regarding access to information or use of reference tools and equipment 
Source information from readily accessed sources in response to customer requests 
Provide information in appropriate format, and confirm with customers that their information need has been met 
Take appropriate action to resolve remaining issues or refer customers to other personnel as required 

Forms

Assessment Cover Sheet

BSBLIB405 - Assist customers to access information
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBLIB405 - Assist customers to access information

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: