This unit applies to individuals working in frontline library and information services roles.
Work is undertaken under supervision, within established policies and procedures.
Not applicable.
1. Provide information to customers | 1.1 Provide current and accurate information to customers using circulation and lending systems and procedures 1.2 Assist customers with basic enquiries 1.3 Develop own expertise in relation to information and use of self-service systems in libraries 1.4 Respond to customer enquiries promptly or refer to appropriate persons |
2. Process loan transactions | 2.1 Check and process customer registration details according to organisational procedures 2.2 Complete transactions according to circulation services policies and procedures and customer service standards 2.3 Deal with competing demands for service tactfully and helpfully 2.4 Complete checking and processing of material according to organisational requirements |
3. Process financial transactions | 3.1 Conduct financial transactions according to organisational procedures 3.2 Balance income to receipts 3.3 Note irregularities and take appropriate action promptly |
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 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: apply knowledge of circulation services processing and procedures process loans and returns within required time constraints and according to procedures communicate courteously with customers. |
Context of and specific resources for assessment | Assessment must ensure: access to: current industry systems and equipment for processing loan and return transactions an online catalogue relevant policies and procedures regarding manual and automated loan processing systems interaction with others to reflect the customer service skills in this unit. |
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 and return transactions and answering customer enquiries, including those relating to basic catalogue searches audio or videorecording evidence of the candidate processing loan and return transactions and answering customer enquiries, including those relating to basic catalogue searches, verified by a supervisor or third party verbal or written questioning to assess knowledge of procedures for circulation and lending services. 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: BSBCUS201A Deliver a 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.
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 face 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. |
Knowledge management - Information services
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.