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Elements and Performance Criteria

Required Skills

Required skills

communication skills to provide effective customer service

literacy skills to use loan processing and other circulation systems

numeracy skills to

handle cash transactions

balance takings against transactions

selfmanagement skills to

deal effectively with competing demands for services from customers

complete work tasks and meet deadlines

follow workplace procedures

technology skills to use electronic pointofsale technology

Required knowledge

features of circulation systems and technology in different industry contexts

relevant systems policies and procedures in relation to

customer service

handling money and security

interlibrary loans and lending

prepaid services

principles underpinning the operation of manual and automated circulation systems including selfservice systems

security in relation to

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

apply knowledge of circulation services processing and procedures

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

communicate courteously with customers

Context of and specific resources for assessment

Assessment must ensure

current industry systems and equipment for processing loan and return transactions

an online catalogue

relevant policies and procedures regarding manual and automated loan processing systems

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

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 of the candidate processing loan and return transactions and answering customer enquiries including those relating to basic catalogue searches

audio or videorecording evidence of the candidate processing loan and return transactions and answering customer enquiries including those relating to basic catalogue searches verified by a supervisor or third party

verbal or written questioning to assess knowledge of procedures for circulation and lending services

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

BSBCUSA Deliver a service to customers

BSBCUS201A Deliver a service to customers.

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.

Circulation and lending systems and procedures may relate to:	borrower registration procedures constraints on loan of specific resources or collections outreach services, such as: home library service mobile library processing of loans, returns and renewals using automated or manual systems radio frequency identification (RFID) scanners loan of information resources privacy and access security and security devices terms and conditions of use of library facilities and services, such as: computer usage cost of goods and services internet room hire use of barcode.
Basic enquiries may relate to:	registering as a borrower regulations and procedures in relation to loans and returns restrictions on loan of specific resources or formats self-service loans using library facilities and services using online catalogues using the internet.
Self-service systems in libraries may include:	customer self-service loans and returns fully automated loans and returns systems online interlibrary loans online renewals and reservations.
Customer enquiries may be:	by email by fax by phone facetoface via online chat session via videoconferencing facilities via website enquiry.
Policies and procedures may relate to:	conditions of loan periods conditions of use of library materials, services and facilities customer access damaged or missing items effects on customer access of particular behaviour financial matters loan limits missing items overdue fines overdue items renewals reservations.
Checking and processing may relate to:	assistance, such as: stock rotation stocktake tidying shelves basic processing or repairs, such as: protective covering securing call number labels borrower records for overdue items, fines and loan history collection for reservations despatching resources to branch libraries or home service clients errors in bibliographic records as displayed in online catalogue items in correct classification or other scheme order on shelves locating resources for customers locating or arranging resources on shelves or in preparation for shelving missing pages or pieces need for repair processing loan or return transactions removing resources from access.
Financial transactions may relate to:	cost of room or facility hire how financial transactions are handled by other departments or sections overdue fines pre-paid services cards processing of cash, credit card or electronic funds transfer transactions processing of financial payments in co-located centres, such as: council Australia Post tourism information centres replacement cost of damaged or missing items reservation charges sale of goods and services, such as: eco-friendly library bags internet pre-paid services cards printing or photocopying data storage devices (e.g. USBs) user-pay services.