Application
This unit describes the skills and knowledge required to apply a basic understanding of the interrelated functions of integrated library management systems (ILMS) to use online catalogues, process loan transactions, and provide circulation and lending services to meet customer needs.
It applies to individuals in frontline information services roles in libraries working under limited supervision, within established policies and procedures.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Create records in the ILMS | 1.1 Develop an understanding of basic functions of an ILMS, including interrelation of different modules 1.2 Register new borrowers on the automated circulation system according to organisational and system guidelines 1.3 Process an acquisition by creating a record in the acquisition module 1.4 Generate an interlibrary loan request by creating a request through the ILMS |
2 Provide customer support in relation to circulation and lending | 2.1 Provide current and accurate information to customers in relation to circulation and lending policies and procedures, including self-service systems 2.2 Process loan and return transactions according to organisational policies and procedures, including security procedures 2.3 Follow safe work practices when performing circulation and lending services 2.4 Manage competing demands for services according to customer service standards 2.5 Resolve customer enquiries and complaints within scope of own job role 2.6 Refer complex customer queries and complaints to relevant personnel 2.7 Provide information on range of services which may incur costs, including pre-paid services 2.8 Process financial transactions |
3 Use online catalogues to assist customers | 3.1 Use basic search features of online catalogues to provide current and accurate information to customers 3.2 Use online catalogues to assist customers in locating information resources in library collections 3.3 Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers |
4 Maintain knowledge of ILMS trends and emerging technologies | 4.1 Source information about current industry trends and emerging technologies in relation to ILMS 4.2 Provide information to colleagues in relation to add-on library automation software and hardware |
Evidence of Performance
Evidence of the ability to:
use integrated library management systems (ILMS) to:
process loans and returns within required time constraints according to procedures
conduct basic online catalogue searches
assist customers find information using ILMS functions
create records in acquisitions module
generate interlibrary loans
maintain knowledge of trends and emerging technologies affecting ILMS
demonstrate provision of customer support, including resolution of customer enquiries and complaints.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe basic functions of ILMS
provide examples demonstrating the interrelation of different modules in the ILMS
describe and illustrate interrelation between different functions of an automated library management system, including cataloguing, circulation, and acquisitions modules
describe basic features of online catalogues
describe basic features of automated circulation systems, including self
discuss application of organisational policies and procedures in relation to:
lending
interlibrary loans
security
financial transactions
customer service
processing loans and returns
circulation services
identify safe work practices relating to using an ILMS.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Library – Information Management field of work and include access to:
relevant policy and procedure manuals and loan processing systems
an ILMS for loan processing and catalogue use, acquisitions and interlibrary loans.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.4, 2.1, 2.2, 2.5, 3.1-3.3, 4.1 | Interprets information from structured texts, instructions and correspondence from colleagues or customers, and derives relevant information from more complex texts |
Writing | 1.2-1.4, 2.2, 2.6, 2.7, 3.1, 4.2 | Conveys technical and procedural information accurately and succinctly and communicates information in a style appropriate to purpose and audience |
Oral Communication | 1.2, 2.1, 2.2, 2.5-2.7, 3.2, 3.3, 4.2 | Establishes and maintains empathetic spoken communication with customers and colleagues, checks for understanding and clearly conveys information in a manner appropriate in the context |
Numeracy | 2.7, 2.8 | Selects, interprets and applies mathematical information embedded in simple financial transactions and information systems |
Navigate the world of work | 1.1, 1.2, 2.1-2.5, 4.1 | Ensures knowledge of integrated library management systems relevant to own role is accurate, comprehensive and current Takes personal responsibility for following explicit and implicit policies and procedures Accepts responsibility and ownership for tasks and makes decisions on completion parameters and the need for coordination with others |
Interact with others | 1.2, 2.1, 2.2, 2.5-2.7, 3.2, 3.3, 4.2 | Selects and uses appropriate conventions and protocols when communicating with customers and co-workers in a range of work contexts Uses a range of strategies to establish a sense of connection and build rapport with customers and colleagues |
Get the work done | 1.2-1.4, 2.2, 2.4-2.6, 3.1, 3.2, 4.1, 4.2 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Makes routine decisions based on implementation of standard procedures Recognises and responds to predictable routine problems related to role in immediate work context Applies analytical processes to resolve technical or conceptual problems Uses familiar digital technologies and systems to access information, search and enter data, present information and communicate with others, cognisant of data security and safety |
Sectors
Library – Information Management