Assessor Resource

Assist with circulation services

Assessment tool

Version 1.0
Issue Date: October 2023

This unit applies to individuals working in frontline library and information services roles.

Work is undertaken under supervision, within established policies and procedures.

This unit describes the performance outcomes, skills and knowledge required to process loan transactions and respond to circulation and lending enquiries from customers.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Not applicable.

Employability Skills

This unit contains employability skills.

Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 onthejob performance

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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:






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


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


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



Checking and processing may relate to:

assistance, such as:

stock rotation


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:


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


pre-paid services cards

printing or photocopying

data storage devices (e.g. USBs)

user-pay services.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Provide current and accurate information to customers using circulation and lending systems and procedures 
Assist customers with basic enquiries 
Develop own expertise in relation to information and use of self-service systems in libraries 
Respond to customer enquiries promptly or refer to appropriate persons 
Check and process customer registration details according to organisational procedures 
Complete transactions according to circulation services policies and procedures and customer service standards 
Deal with competing demands for service tactfully and helpfully 
Complete checking and processing of material according to organisational requirements 
Conduct financial transactions according to organisational procedures 
Balance income to receipts 
Note irregularities and take appropriate action promptly 


Assessment Cover Sheet

CULINS201A - Assist with circulation services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student









Assessor name:



Assessment Record Sheet

CULINS201A - Assist with circulation services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:









Overall assessment result: Competent Not yet competent

Assessor name:



Student signature: