Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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
self-management 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 point-of-sale 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
pre-paid services
principles underpinning the operation of manual and automated circulation systems, including self-service systems
security in relation to:
clients
money
staff
theft
vandalism.
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. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist