Elements and Performance Criteria
- Create records in the ILMS
- Develop an understanding of basic functions of an ILMS, including interrelation of different modules
- Register new borrowers on the automated circulation system according to organisational and system guidelines
- Process an acquisition by creating a record in the acquisition module
- Generate an interlibrary loan request by creating a request through the ILMS
- Provide customer support in relation to circulation and lending
- Provide current and accurate information to customers in relation to circulation and lending policies and procedures, including self-service systems
- Process loan and return transactions according to organisational policies and procedures, including security procedures
- Follow safe work practices when performing circulation and lending services
- Manage competing demands for services according to customer service standards
- Resolve customer enquiries and complaints within scope of own job role
- Refer complex customer queries and complaints to relevant personnel
- Provide information on range of services which may incur costs, including pre-paid services
- Process financial transactions
- Use online catalogues to assist customers
- Use basic search features of online catalogues to provide current and accurate information to customers
- Use online catalogues to assist customers in locating information resources in library collections
- Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers
- Maintain knowledge of ILMS trends and emerging technologies