This unit applies to individuals working in frontline information services roles in libraries.
Work is undertaken under supervision, within established policies and procedures.
Not applicable.
1. Create records in the ILMS | 1.1 Develop an understanding of the basic functions of an ILMS, including the interrelation of different modules 1.2 Register new borrowers on to 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 the 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 |
Required skills
communication skills to:
provide effective customer service
refer complex customer enquiries to others
share information with colleagues
learning skills to maintain knowledge of trends and emerging technologies impacting on the ILMS
numeracy skills to:
handle cash transactions
process credit card and electronic funds transfer (EFT) transactions
calculate charges for pre-paid services
planning and organising skills to:
perform ILMS tasks in a logical sequence
research background information about ILMS
problem-solving skills to:
deal with competing demands
handle customer enquiries and complaints
self-management skills to:
follow workplace procedures
prioritise work tasks and meet deadlines
technology skills to:
use loan processing and other circulation systems
search online catalogues.
Required knowledge
basic functions of ILMS
interrelation of different modules in the ILMS
interrelation between different functions of an automated library management system, including cataloguing, circulation and acquisitions modules
basic features of online catalogues
basic features of automated circulation systems, including self
organisational policies and procedures in relation to:
lending
interlibrary loans
security
financial transactions
customer service
processing loans and returns
circulation services
safe work practices relating to using an ILMS.
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: use ILMS to: process loans and returns within required time constraints according to procedures conduct basic online catalogue searches assist customers to find information using ILMS functions create records in the acquisitions module generate interlibrary loans maintain knowledge of trends and emerging technologies affecting ILMS. |
Context of and specific resources for assessment | Assessment must ensure: use of an ILMS for loan processing and catalogue use, acquisitions and interlibrary loans interaction with others to reflect the customer service skills in this unit access to relevant policy and procedures manuals and loan processing systems. |
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 on direct observation of the candidate processing loan transactions, answering customer enquiries, conducting catalogue searches, and creating a record in the acquisitions and interlibrary loans modules verbal or written questioning to assess knowledge of basic features of ILMS and associated security procedures. 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. |
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.
Basic functions may include: | automated acquisitions systems automated cataloguing systems automated circulation/lending services systems automated interlibrary loans systems automated serials systems online public access catalogues (OPACs). |
Interrelation of different modules may include: | bibliographic records in online catalogue linked to cataloguing database or module interlibrary loans history linked to patron record in circulation loan status linked from circulation module to online catalogue display missing status linked from item record in circulation or cataloguing module to online catalogue display on order or in process status linked from acquisitions module to online catalogue display serials records and check-in history display in online catalogue. |
Automated circulation systems may include: | borrower registration or patron records generation of overdue notices and fines loan of information resources records of loan history by item and borrower renewals reservation of items on loan return of information resources. |
Circulation and lending policies and procedures may relate to: | charges for library services damaged or missing items disputes about returns loan periods and their provisions not-for-loan items number and type of items that can be borrowed overdue items and fines or replacement costs restrictions on access to library services or materials withdrawal of borrowing rights. |
Self-service systems may include: | online renewals and reservations self-check machines. |
Security procedures may include: | data protection privacy high demand items held in open or closed reserve inspection of customers’ bags location of resources in secure locations, such as behind front desk location of shelving with resources in full view of staff no bags or backpacks allowed in library, particularly school libraries sensitising or desensitising magnetic security devices, such as magnetic strips or labels using protective devices, covers or dummy cases using security gates or systems video monitoring. |
Safe work practices | ergonomic furniture or equipment ergonomic workstations and customer service areas exercise recommended safe manual handling of information resources recommended safe practices for lifting, bending and stretching rest breaks use of mechanical aids, such as: lifting devices trolleys. |
Customer enquiries may be: | by email by fax by phone face from library website in writing. |
Complaints | damaged or lost items disputed returns loans overdue items or fines reservations. |
Financial transactions may relate to: | booking or hire fee for rooms and facilities interlibrary loan or document delivery charges internet or computer use overdue fines payment of: Australia Post invoices council rates utility bills photocopying or printing charges prepaid services cards purchased through auto teller machines purchase of consumables, such as: data storage devices (e.g. USBs) overhead transparency sheets replacement costs for lost or damaged items reservation charges for items on loan sale of library bags and printed publications. |
Basic search features may include: | author combined search keyword phrase quick search subject title. |
Add-on library automation software and hardware may include: | automated security systems barcode readers card printers card laminators content enrichment technologies, including: images links from catalogue/OPAC records to table of contents notes profiles reviews current and emerging web technologies federated search engines fully automated loans, returns and shelving systems label printers links to full text content from OPAC mobile barcode terminals other add-on software and hardware receipt printers radio frequency identification (RFID) technology scanners. |
Knowledge management - Information management
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.