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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

Required Skills

Required skills

communication skills to

respond to customer needs in a supportive and helpful manner

provide information literacy support and basic coaching to customers

apply active listening and questioning techniques when communicating with customers

initiative and enterprise skills to source information to meet customer needs in a timely fashion

literacy skills to

interrogate references

interpret and write a broad range of information

problemsolving skills to identify the best search strategies to locate information for customers

selfmanagement skills to

prioritise work tasks and meet deadlines

project a professional image when dealing with customers

teamwork skills to work collaboratively with colleagues

technology skills to access information using automated systems

Required knowledge

organisational policies in relation to customer assistance

typical customer requests and information sources for responding

use of bibliographic tools and industrycurrent technology

techniques for using print and electronic reference resources and tools including formulating search strategies

range of information resources formats and delivery options including

document delivery and supply processes

electronic and print

interlibrary loan

copyright moral rights and intellectual property legislation and issues relevant to information services providers

cultural considerations when working with customers and potentially sensitive material

scope of information sources available either from within the organisation or from external sources

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

communicate effectively and efficiently with customers

apply welldeveloped information literacy skills

use a range of print and electronic information sources

respond to a range of different information requests within established collections

Context of and specific resources for assessment

Assessment must ensure access to

a range of library and information services and resources

industrycurrent information technologies

relevant policies and procedures

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 working with customers and responding to different information requests

case studies and problemsolving exercises to assess ability to respond to different information needs

case studies and problemsolving exercises to assess ability to respond to different information needs

verbal or written questioning to assess knowledge of range of available industrycurrent information resources and technologies

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

CUECORB Provide quality service to customers

CUECOR03B Provide quality 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.

Customer contact may be:	by fax by phone in person in writing via email via live chat via SMS via website.
Exact naturemay relate to:	definition of the subject or topic keywords phrases terms.
Purposemay include:	for general interest for presentation for school or university assignment for self or others for work in response to an information need personal or family reasons.
Special requirements may relate to:	level of detail photocopies printing from internet timelines specific formats, such as: audio or video recordings books images large print books newspaper and journal articles posters to be collected later to be delivered via email.
Information sources and equipment may include:	electronic databases federated search engines internet websites library websites online catalogues other library catalogues print or electronic reference tools, such as: dictionaries encyclopaedias indexing services statistical sources.
Constraintsmay include:	bookings for computer workstations cost ethical considerations information resources not available for loan limits on number of concurrent users of databases organisational policy restrictions on access to required information terms and conditions of licensing agreements.
Readily accessed sources may include:	catalogues online and other databases organisation’s collection or remote sources of information that are routinely accessed.
Customer requests may relate to:	basic research topics community information current or topical information for customer groups, such as: general interest topics school assignments frequently requested information simple ready reference queries, such as for: basic subject searches specific authors titles.
Appropriate format may depend on factors, such as:	age cultural and language background educational background language, literacy and numeracy levels level of general knowledge physical and intellectual disabilities preference, such as print or electronic readership level.