This unit applies to individuals working in a frontline information services role in any industry sector. This may include public, corporate or institutional libraries, record management units, government departments or community advisory organisations.

The unit requires basic research and searching skills plus a sound knowledge of the scope of information sources available within the organisation. Work relates to information which can be found in readily and easily accessed sources, and is undertaken within established guidelines under general supervision.

More complex and challenging information needs are covered in the unit CULLB504C Research and analyse information to meet customer needs.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Determine customers information requirements

1.1

Determine the nature of information requirement using appropriate questioning and listening techniques during customer contact

1.2

Assess the likely availability of the required information from readily accessed sources, and the level and nature of assistance required

2

Advise customers on independent access opportunities

2.1

Take all appropriate opportunities to support the customer in developing and applying information literacy skills independently

2.2

Correctly demonstrate the use of reference tools and equipment in a language and at a level and pace appropriate to the customer

2.3

Accurately advise customers on other access arrangements including interlibrary loans

2.4

Inform customers of relevant constraints regarding access to information or use of reference tools or equipment

3

Source and provide information

3.1

Source appropriate customer information from easily and readily accessed sources

3.2

Provide information in an appropriate format and language to the customers and confirm that information need has been met

3.3

Take appropriate action to resolve remaining issues and/or refer customers appropriately

Required skills

communication skills to respond to customer needs and to provide information literacy support and basic coaching, including active listening and questioning

technology skills to access information using automated systems

literacy skills to interrogate references and to interpret and write a broad range of information.

Required knowledge

organisational policies in relation to customer assistance, such as interlibrary lending

common customer requests and sources for answering such requests

use of bibliographic tools and technology

techniques for using standard reference resources and tools, including searching strategies

features of an information network and how it impacts on the scope of information which can be provided

interlibrary loan processes

copyright, moral rights and intellectual property legislation and issues that impact on information services providers

cultural considerations when working with customers and potentially sensitive material.

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:

sound understanding and application of customer service skills

application of well developed information literacy skills

sound knowledge of the information services reference resources

sound knowledge of bibliographic tools

demonstration of skills (working with an established collection) in response to a range of different information requests.

Context of and specific resources for assessment

Assessment must ensure:

use of current industry reference tools and equipment

access to relevant policies and procedures manuals

access to a library/information collection.

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 working with customers and responding to different information requests

case studies/problem-solving exercises to assess ability to respond to different information needs

oral or written questioning to assess knowledge of reference tools and equipment procedures.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

CULLB203C Develop and use information literacy skills

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.

Customer contact may be:

in person

by phone

in writing

electronically

Readily accessed sources would generally include:

organisation's collection or remote sources of information that are routinely accessed in the organisation, through standard search processes for which there are well established and clear cut procedures, e.g. searching for known items

catalogues

online and other databases

remote sources

Reference tools and equipment may include:

automated catalogues

manual catalogues

Constraints regarding access to information may include:

cost

organisational policy

restrictions on access to required information

availability of other assistance

competing demands

ethical considerations

Within this unit the nature of customer information would be quite simple in nature and may include:

current or topical information for a customer group e.g. school assignments

frequently requested information

simple ready reference queries

community information

Appropriate format for information may depend on factors such as:

the preferred format

age e.g. pre-schoolers, adolescents

educational background or general knowledge

cultural and language background

language, literacy and numeracy needs

disabilities both physical and intellectual

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.