Elements and Performance Criteria

This unit of competency should be demonstrated in accordance with the organisation's:
goals, values, objectives, plans, systems and processes
business and performance plans
ethical standards
client service standards
access and equity principles and practices
quality and continuous improvement processes and standards
defined resource parameters

Legislation, codes and national standards relevant to the workplace may include:
Copyright Act and amendments
licensing agreements
Archives Act
Equal Opportunity legislation
Occupational Health and Safety legislation

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

Systems and processes may include:
computer systems (hardware and software)
networks (local, national or international)
workflows and associated routines

Computer systems may include:
dumb terminals
PCs
networked PC environments
client-server environments

Software may include:
word processing
data processing
spreadsheet
communications software
multimedia
computer graphics
database and other software, eg for integrated library systems

Networks and sources of information may include:
a range of databases to which the organisation subscribes
databases including those on CD-ROM and/or accessible on-line
external sources

Resources may include:
people
finance
information
equipment
power/energy
time
buildings/facilities
technology

Information appropriate to the client's needs will include consideration of factors relating to the client:
age, eg pre-schoolers, adolescents
educational background or general knowledge
cultural and language background
language, literacy and numeracy needs
disabilities, both physical and intellectual

Critical aspects of evidence:
Evidence to demonstrate consistent achievement of this unit's outcomes includes:
knowledge of system and network requirements appropriate to information agencies
ability to search for and retrieve information from electronic information sources
ability to carry out a needs analysis to determine system requirements
knowledge of current and potential technological developments relevant to information agencies

Underpinning knowledge and skills:
Skills and knowledge are required in:
client service
applying knowledge of client groups and libraries and information agencies
providing assistance to clients in accessing information (such as retrieving, locating, selecting and downloading information from a variety of sources)
assisting clients to undertake their own research in an information environment
presenting information to clients in a manner which is appropriate to their needs and understanding
communications
effective interviewing techniques
working with others constructively to achieve client outcomes
information literacy
acquiring and using information appropriate to work responsibilities
problem solving and evaluation
evaluating and monitoring systems
evaluating client information needs effectively and matching them to appropriate resources
information management
using information management systems
acquiring and using information appropriate to work responsibilities
a range of information sources in all types of formats
accessing information effectively and efficiently using written and electronic means
information technology
knowledge of computer system and network requirements in library and information agencies
applying current knowledge and understanding of new technological developments relevant to libraries and information agencies
national computing and information technology standards
applying simple searching strategies using electronic systems
operating computer hardware to configure browsers
searching electronic networks and remote databases for required information
the work environment
planning and implementing strategies to achieve goals and results
managing own and team work effectively to achieve goals and results
preparing and negotiating recommendations
maintaining records
meeting budgetary and resource criteria
working within timelines and resource parameters

Resource implications:
Competency in this unit should be assessed using all the relevant resources commonly provided for client and staff use by an information service provider. Specific assessment tools may include:
relevant policies and procedures manuals
electronic databases, including access to the Internet
relevant computer hardware and software

Method and context of assessment:
Evidence of competence may be obtained through a variety of methods including:
examples from work environment
examples of effective use of the Internet to assist access to information
supporting statement from section manager or equivalent
position descriptions
examples of client interviews, surveys and related activities
self assessment reports
authenticated assessments and/or assignments from formal education courses
evidence of participation in relevant professional development activities

Competency in this unit should 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 and off the job.