- CULLB401C - Assist customers to access information
Assessor Resource
CULLB401C
Assist customers to access information
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to individuals working in a frontline information services role in any industry sector. This may include public, corporate or institutional libraries, record management units, government departments or community advisory organisations.
The unit requires basic research and searching skills plus a sound knowledge of the scope of information sources available within the organisation. Work relates to information which can be found in readily and easily accessed sources, and is undertaken within established guidelines under general supervision.
More complex and challenging information needs are covered in the unit CULLB504C Research and analyse information to meet customer needs.
This unit describes the performance outcomes, skills and knowledge required to assist customers in obtaining information relevant to their needs.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Nil
Employability Skills
The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements.
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.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: sound understanding and application of customer service skills application of well developed information literacy skills sound knowledge of the information services reference resources sound knowledge of bibliographic tools demonstration of skills (working with an established collection) in response to a range of different information requests. |
Context of and specific resources for assessment | Assessment must ensure: use of current industry reference tools and equipment access to relevant policies and procedures manuals access to a library/information collection. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate direct observation of the candidate working with customers and responding to different information requests case studies/problem-solving exercises to assess ability to respond to different information needs oral or written questioning to assess knowledge of reference tools and equipment procedures. |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: CULLB203C Develop and use information literacy skills CUECOR03B Provide quality service to customers. | |
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.
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Required skills |
communication skills to respond to customer needs and to provide information literacy support and basic coaching, including active listening and questioning technology skills to access information using automated systems literacy skills to interrogate references and to interpret and write a broad range of information. |
Required knowledge |
organisational policies in relation to customer assistance, such as interlibrary lending common customer requests and sources for answering such requests use of bibliographic tools and technology techniques for using standard reference resources and tools, including searching strategies features of an information network and how it impacts on the scope of information which can be provided interlibrary loan processes copyright, moral rights and intellectual property legislation and issues that impact on information services providers cultural considerations when working with customers and potentially sensitive material. |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Customer contact may be: | in person by phone in writing electronically |
Readily accessed sources would generally include: | organisation's collection or remote sources of information that are routinely accessed in the organisation, through standard search processes for which there are well established and clear cut procedures, e.g. searching for known items catalogues online and other databases remote sources |
Reference tools and equipment may include: | automated catalogues manual catalogues |
Constraints regarding access to information may include: | cost organisational policy restrictions on access to required information availability of other assistance competing demands ethical considerations |
Within this unit the nature of customer information would be quite simple in nature and may include: | current or topical information for a customer group e.g. school assignments frequently requested information simple ready reference queries community information |
Appropriate format for information may depend on factors such as: | the preferred format age e.g. pre-schoolers, adolescents educational background or general knowledge cultural and language background language, literacy and numeracy needs disabilities both physical and intellectual |
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 |
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Forms
Assessment Cover Sheet
CULLB401C - 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
CULLB401C - 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: