Assist with circulation services

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


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.

Elements and Performance Criteria

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

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:






Evidence Required

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.

Range Statement

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.


Knowledge management - Information services

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.