Elements and Performance Criteria

This unit of competency should be demonstrated in accordance with the organisation's:
goals, values, objectives, plans, systems and processes
ethical standards
client service standards
access and equity principles and practices
communication channels
quality and continuous improvement processes and standards
compliance with legislation, codes and workplace standards

Information service providers include a range of organisations or agencies that provide information, eg:
libraries
museums, galleries and archives
record management units
government departments, agencies or shopfronts
business and financial information units
information units within a parent organisation
community advisory organisations or bureaus

Circulation/lending system may be automated, including self-charging, or manual.

Lending policies and procedures may include:
loan periods and their provisions
overdue items
damaged or missing items
client access
effects on client access of particular behaviour
financial matters

Financial transactions will relate to lending activities, eg:
fines
reservation charges

Clients may be:
in the information service
in contact with the organisation by mail, phone, fax or electronically

Standard procedures are those in the organisation's procedural manuals and policy statements, or commonly agreed to be part of the organisation's culture and way of operating.

Items may be checked for damage, missing pages/pieces or need for repair.

Other action may include:
processing
dispatch
collection for reservations
repair or removal from access

Security/monitoring system may be electronic or visual.

Critical aspects of evidence:
Evidence to demonstrate consistent achievement of this unit's outcomes includes:
the ability to work effectively with clients in an environment similar to a retail environment when return business is essential for survival

Underpinning knowledge and skills:
Skills and knowledge are required in:
client service
responding positively to routine enquiries and handling disputes in line with specified client relations policies
working effectively in a team environment
communication and promotion
communication principles
communicating effectively in a work environment and with clients
planning and organisation
acquiring and using information appropriate to work responsibilities
working effectively within the organisation's client service standards
demonstrating effective interpersonal skills
demonstrating attention to detail
information literacy
operating computer hardware to manage files and disks, print documents and use a keyboard and mouse
following basic information technology security procedures
computerised catalogues
the work environment
the service provider's policies, rules and regulations in relation to lending, interlibrary loans, handling money and security, and client relations
the principles underpinning the operations of manual and automated circulation systems, including self-charging systems
performing circulation activities efficiently and in line with specified policies and procedures, including:
operating serials and closed reserve collections
maintaining and monitoring security systems
performing simple bookkeeping transactions
undertaking financial procedures
using both manual and automated systems

Resource implications:
Competency in this unit should be assessed using all the relevant resources commonly provided by a typical lending unit of an information service provider. Specific assessment tools may include:
relevant policies and procedures manuals
other organisational documentation, eg organisational charts, floor plans, instructions for clients

Method and context of assessment:
Evidence of competence may be obtained through a variety of methods including:
observation
oral questioning
discussion of examples of assistance provided to clients, handling client complaints, referrals, etc
examination of assessee's portfolio/CV
supporting statement from section manager or equivalent
position descriptions
examples of work undertaken in loans, interlibrary loans, bookkeeping activities, etc.
examples of authenticated assessments and/or assignments from formal education courses

Competency in this unit needs to be assessed over a period of time, in a range of contexts and on multiple occasions involving a combination of direct, indirect and supplementary forms of evidence.

Assessment should occur either off the job, on the job or in a combination of on & off the job.