This unit applies to people working in a frontline information services role such as a public or corporate library. Work is carried out under supervision within established policies and procedures.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Provide information to customers in relation to circulation/lending

1.1

Provide current and accurate information to customers based on sound knowledge of circulation/lending systems in the relevant context

1.2

Deal with customer inquiries promptly or refer to appropriate person/s

2

Process loan transactions

2.1

Check and process customer registration details in accordance with organisational procedures

2.2

Complete transactions in accordance with lending 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 in accordance with organisational requirements

3

Process financial transactions

3.1

Handle financial transactions, including cash, in accordance with organisational procedures and within prescribed limits

3.2

Handle credit card and electronic funds transfer transactions correctly and in accordance with the organisation's procedures

3.3

Accurately balance income to receipts

3.4

Accurately 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

basic numeracy skills to handle cash transactions.

Required knowledge

features of circulation systems and technology in different industry contexts

relevant policies, rules and regulations in relation to lending, interlibrary loans, handling money and security, and customer relations

principles underpinning the operation of manual and automated circulation systems, including self-charging systems.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

knowledge of loan processing and other circulation services procedures

ability to process loans within required time constraints and in accordance with procedures

courteous customer communication.

Context of and specific resources for assessment

Assessment must ensure:

use of current industry systems and equipment for loan processing

interaction with others to reflect the customer service skills in this unit

access to relevant policies 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-the-job performance by the candidate

direct observation of the candidate processing loan transactions and answering customer enquiries

oral or written questioning to assess knowledge of circulation procedures.

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.

Circulation/lending systems may be:

automated

manual

Customer inquiries may be:

face-to-face

by phone

by email

by fax

Lending policies and procedures may relate to:

loan periods and their provisions

overdue items

damaged or missing items

customer access

effects on customer access of particular behaviour

financial matters

Checking and processing of material may relate to:

checking for damage, missing pages/pieces or need for repair

processing

dispatch

collection for reservations

removal from access

Financial transactions will relate to lending activities such as:

fines

reservation charges

Library Customer Service

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements.