Elements and Performance Criteria

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:
by fax
by phone
in person
in writing
via email
via live chat
via SMS
via website.
Exact naturemay relate to:
definition of the subject or topic
keywords
phrases
terms.
Purposemay include:
for general interest
for presentation
for school or university assignment
for self or others
for work
in response to an information need
personal or family reasons.
Special requirements may relate to:
level of detail
photocopies
printing from internet
timelines
specific formats, such as:
audio or video recordings
books
images
large print books
newspaper and journal articles
posters
to be collected later
to be delivered via email.
Information sources and equipment may include:
electronic databases
federated search engines
internet websites
library websites
online catalogues
other library catalogues
print or electronic reference tools, such as:
dictionaries
encyclopaedias
indexing services
statistical sources.
Constraintsmay include:
bookings for computer workstations
cost
ethical considerations
information resources not available for loan
limits on number of concurrent users of databases
organisational policy
restrictions on access to required information
terms and conditions of licensing agreements.
Readily accessed sources may include:
catalogues
online and other databases
organisation’s collection or remote sources of information that are routinely accessed.
Customer requests may relate to:
basic research topics
community information
current or topical information for customer groups, such as:
general interest topics
school assignments
frequently requested information
simple ready reference queries, such as for:
basic subject searches
specific authors
titles.
Appropriate format may depend on factors, such as:
age
cultural and language background
educational background
language, literacy and numeracy levels
level of general knowledge
physical and intellectual disabilities
preference, such as print or electronic
readership level.

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:
communicate effectively and efficiently with customers
apply well-developed information literacy skills
use a range of print and electronic information sources
respond to a range of different information requests within established collections.
Context of and specific resources for assessment
Assessment must ensure access to:
a range of library and information services and resources
industry-current information technologies
relevant policies and procedures.
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 or verified evidence of the candidate working with customers and responding to different information requests
case studies and problemsolving exercises to assess ability to respond to different information needs
verbal or written questioning to assess knowledge of range of available industry-current information resources and technologies.
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:
CUECOR03B Provide quality service to customers.