Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CULINS401A Mapping and Delivery Guide
Assist customers to access information

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CULINS401A - Assist customers to access information
Description This unit describes the performance outcomes, skills and knowledge required to help customers obtain information relevant to their needs.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to individuals working in frontline information services roles in any industry sector. They may be working in library and information services organisations, records management units, government departments, tourist information centres or community advisory organisations.Work relates to information that can be found in readily accessible sources, and is undertaken within established guidelines under general supervision.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Clarify customer information requirements
  • Use communication techniques appropriate to the form of customer contact to identify exact nature of information request
  • Confirm purpose of information request and any special requirements
  • Compile basic search terms, including list of keywords and phrases appropriate to topics
       
Element: Follow search strategies
  • Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment
  • Assist customers to develop own information-seeking skills and to become independent learners
  • Demonstrate the use of industry-current information sources and equipment in a language and at a level and pace appropriate to customers
  • Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services
  • Inform customers of constraints regarding access to information or use of reference tools and equipment
       
Element: Source and provide information
  • Source information from readily accessed sources in response to customer requests
  • Provide information in appropriate format and confirm with customers that their information need has been met
  • Take appropriate action to resolve remaining issues or refer customers to other personnel as required
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 well-developed 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

industry-current 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 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

verbal or written questioning to assess knowledge of range of available industry-current 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:

CUECOR03B Provide quality service to customers.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

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:

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

problem-solving skills to identify the best search strategies to locate information for customers

self-management 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 industry-current 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.

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.

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use communication techniques appropriate to the form of customer contact to identify exact nature of information request 
Confirm purpose of information request and any special requirements 
Compile basic search terms, including list of keywords and phrases appropriate to topics 
Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment 
Assist customers to develop own information-seeking skills and to become independent learners 
Demonstrate the use of industry-current information sources and equipment in a language and at a level and pace appropriate to customers 
Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services 
Inform customers of constraints regarding access to information or use of reference tools and equipment 
Source information from readily accessed sources in response to customer requests 
Provide information in appropriate format and confirm with customers that their information need has been met 
Take appropriate action to resolve remaining issues or refer customers to other personnel as required 

Forms

Assessment Cover Sheet

CULINS401A - Assist customers to access information
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CULINS401A - Assist customers to access information

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: