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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to evaluate ILMS functions

communication skills to

consult with relevant personnel

provide effective customer service

initiative and enterprise skills to identify the potential of systems and upgrades to improve customer service and workplace procedures

learning skills to maintain currency of ILMS knowledge

numeracy skills to

calculate charges for services

handle cash transactions

process credit card or electronic funds transfer EFT transactions

research skills to source information about existing systems and the need for potential new systems upgrades or addons

selfmanagement skills to

follow workplace procedures

prioritise work tasks and meet deadlines

technology skills to use integrated library management systems and functions

Required knowledge

basic operation of automated library management systems including interrelation between cataloguing circulation online catalogue and acquisitions modules

basic and advanced features of automated library management systems including customer selfservice systems and associated technologies

relevant workplace policies and procedures in relation to lending and interlibrary loans

procedures for document delivery modules

procedures for handling money and security

best practice customer service policies and procedures

impact of relevant legislation on provision of library and information services

Evidence Required

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

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

use basic and advanced features of an ILMS

conduct basic and advanced online catalogue searches

provide information to customers in a courteous and helpful manner

source information regarding current industry trends in relation to ILMS

evaluate functionality of an ILMS and make recommendations regarding new systems upgrades and addons

Context of and specific resources for assessment

Assessment must ensure

use of current industry systems and equipment

interaction with others to reflect the customer service skills in this unit

access to relevant organisational policies and procedures manuals

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 thirdparty workplace reports of onthejob performance

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance

direct observation or verified evidence of the candidate using basic and advanced features of an ILMS

verbal or written questioning to assess knowledge of basic and advanced features of ILMS

review of recommendations regarding new systems upgrades and addons

Assessment methods should closely reflect workplace demands and the needs of particular client groups consider the requirements of different age groups clients with English as a second language clients with disabilities remote library users etc

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCUSB Manage quality customer service

BSBCUS501B Manage quality customer service.

Range Statement

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.

Basic functions may include:	automated acquisitions systems automated cataloguing systems automated circulation and lending services systems automated interlibrary loans systems automated serials systems online public access catalogues (OPACs).
Interrelation of different modules may include:	bibliographic records in OPAC linked to cataloguing database or module bibliographic records linked to home library service interlibrary loans history linked to patron record in circulation loan status linked from circulation module to OPAC display missing status linked from item record in circulation or cataloguing module to OPAC display on order or in process status linked from acquisitions module to OPAC display serials records and check-in history display in OPAC use of modules to establish operating procedures and conditions throughout the ILMS, such as: administration management parameters.
Integrated library management system may include:	acquisitions administration and management, including: bookings customising system parameters cataloguing circulation digital resource management home library service interlibrary loans OPAC patron records and files report writer function reserve room serials.
Enhanced functionsmay include:	access to electronic databases ‘ask a librarian’ services authentication for remote sign-on federated search engines links to enhanced content, such as: publisher reviews table of contents links to the services of other library websites links to other websites or services, such as free email live chat sessions resource linking from reference databases to full text resources current and emerging web applications, such as social networking web-based search engine linking with organisation's intranet.
Informationmay relate to:	classification numbers interlibrary loans and document delivery services and systems self-service systems, including: online renewals and reservations self-check machines shelving location symbols or prefixes as displayed in online catalogues statement of holdings.
Advanced search featuresmay include:	any combination of basic search features exact phrases or proximity searching limiting search by factors, such as: collection date range geographical location language location material type number of records to be displayed search by: barcode call number International Standard Book Number (ISBN) International Standard Serial Number (ISSN) search by unique identifying numbers, such as: accession number order number system record number search across multiple databases using federated search engine use of Boolean operators in search terms.
Advanced circulation system functionality may include:	financial management for payment of fees and other charges generation of reports, including overdue items and fines from circulation database reports of loan history by item or borrower sending report and notices via email or SMS to customers statistical and other data reports, including: holdings data loan statistics shelf lists web interfaces and other applications.
Servicesmay include:	consumables, such as: library bags USBs faxing internet or computer usage laminating pre-paid services cards printing or photocopying membership for special categories, such as general public using academic library.
Costs may relate to:	fines for overdue items hire, such as: equipment facilities room replacement of lost library cards replacement of missing or damaged items.
Financial transactions may relate to:	booking or hiring rooms or facilities faxing handling cash payments interlibrary loan or document delivery internet or computer use charges overdue fines payments, such as: council rates Australia Post invoices utility bills photocopying or printing charges prepaid services cards purchased through auto teller machines processing credit card or EFT transactions purchase of consumables, such as: overhead transparency sheets data storage devices, such as USBs replacement costs for lost or damaged items reservation charges for items on loan sale of library bags or printed publications those performed by another section or department, such as the administration section in schools.
Automated acquisitions systems and procedures may include:	electronic data interchange (EDI) invoicing electronic methods for despatching orders, such as: email EDI financial/budget control in acquisitions database functions performed in acquisitions module, such as: ordering and invoicing supplier files interrelation with online catalogue, such as on order status display in OPAC link to bibliographic records in cataloguing and OPAC databases.
Automated cataloguing systems and procedures may include:	links to acquisitions, circulation and online catalogue modules overview of copy and original cataloguing searching and downloading bibliographic records from external databases shared cataloguing networks.
Modules may relate to:	home library service interlibrary loans learning systems serials check-in.
New systems, upgrades or add-onsmay include:	automated security systems barcode readers card laminators card printers content enrichment technologies, including: images links from catalogue and OPAC records to table of contents notes profiles reviews current and emerging web technologies federated search engines fully automated loans, returns and shelving systems implementing additional modules or upgrades to existing systems label printers links to full text content from cataloguing database or OPAC mobile barcode terminals receipt printers radio frequency identification (RFID) technology scanners seamless interaction with external databases systems that use open source applications upgrading functionality of modules upgrading versions of modules.