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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Provide information to customers
   • Provide current and accurate information to customers, using circulation and lending systems and procedures
   • Assist customers with basic enquiries
   • Develop own expertise in relation to information and use of self-service systems in libraries
   • Respond to customer enquiries promptly or refer to appropriate persons
2. Process loan transactions
   • Check and process customer registration details according to organisational procedures
   • Complete transactions according to circulation services policies and procedures and customer service standards
   • Deal with competing demands for service tactfully and helpfully
   • Complete checking and processing of material according to organisational requirements
3. Process financial transactions
   • Conduct financial transactions according to organisational procedures
   • Balance income to receipts
   • Note irregularities and take appropriate action promptly

Performance Evidence

Evidence of the ability to:

apply knowledge of circulation services processing and procedures to complete several customer transactions and/or enquiries

process loans and returns within required time constraints and according to procedures

communicate courteously and effectively with customers.

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

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Knowledge Evidence

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

outline important features of circulation systems and technology in different industry contexts

describe relevant systems, policies and procedures for:

customer service

handling money and security

inter-library loans and lending

pre-paid services

describe key principles underpinning operation of manual and automated circulation systems, including self-service systems

discuss security protocols for:

clients

money

staff

theft

vandalism.

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