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Elements and Performance Criteria

Determine customers information requirements
Determine the nature of information requirement using appropriate questioning and listening techniques during customer contact
Assess the likely availability of the required information from readily accessed sources, and the level and nature of assistance required
Advise customers on independent access opportunities
Take all appropriate opportunities to support the customer in developing and applying information literacy skills independently
Correctly demonstrate the use of reference tools and equipment in a language and at a level and pace appropriate to the customer
Accurately advise customers on other access arrangements including interlibrary loans
Inform customers of relevant constraints regarding access to information or use of reference tools or equipment
Source and provide information
Source appropriate customer information from easily and readily accessed sources
Provide information in an appropriate format and language to the customers and confirm that information need has been met
Take appropriate action to resolve remaining issues and/or refer customers appropriately

Required Skills

Required skills

communication skills to respond to customer needs and to provide information literacy support and basic coaching including active listening and questioning

technology skills to access information using automated systems

literacy skills to interrogate references and to interpret and write a broad range of information

Required knowledge

organisational policies in relation to customer assistance such as interlibrary lending

common customer requests and sources for answering such requests

use of bibliographic tools and technology

techniques for using standard reference resources and tools including searching strategies

features of an information network and how it impacts on the scope of information which can be provided

interlibrary loan processes

copyright moral rights and intellectual property legislation and issues that impact on information services providers

cultural considerations when working with customers and potentially sensitive material

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

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

Evidence of the following is essential

sound understanding and application of customer service skills

application of well developed information literacy skills

sound knowledge of the information services reference resources

sound knowledge of bibliographic tools

demonstration of skills working with an established collection in response to a range of different information requests

Context of and specific resources for assessment

Assessment must ensure

use of current industry reference tools and equipment

access to relevant policies and procedures manuals

access to a libraryinformation collection

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 third party workplace reports of onthejob performance by the candidate

direct observation of the candidate working with customers and responding to different information requests

case studiesproblemsolving exercises to assess ability to respond to different information needs

oral or written questioning to assess knowledge of reference tools and equipment procedures

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

CULLBC Develop and use information literacy skills

CULLB203C Develop and use information literacy skills

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:	in person by phone in writing electronically

Readily accessed sources would generally include:	organisation's collection or remote sources of information that are routinely accessed in the organisation, through standard search processes for which there are well established and clear cut procedures, e.g. searching for known items catalogues online and other databases remote sources

Reference tools and equipment may include:	automated catalogues manual catalogues

Constraints regarding access to information may include:	cost organisational policy restrictions on access to required information availability of other assistance competing demands ethical considerations

Within this unit the nature of customer information would be quite simple in nature and may include:	current or topical information for a customer group e.g. school assignments frequently requested information simple ready reference queries community information

Appropriate format for information may depend on factors such as:	the preferred format age e.g. pre-schoolers, adolescents educational background or general knowledge cultural and language background language, literacy and numeracy needs disabilities both physical and intellectual