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.

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
internet
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
facetoface
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
renewals
reservations.
Checking and processing may relate to:
assistance, such as:
stock rotation
stocktake
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:
council
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
internet
pre-paid services cards
printing or photocopying
data storage devices (e.g. USBs)
user-pay services.

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.