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
quality and continuous improvement processes and standards
resources, which may be subject to negotiation

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

A range of learning opportunities may be used eg:
mentoring
coaching
exchange/rotation
shadowing
structured training programs

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

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

Networks may be local, national or international.

Clients may be:
internal or external
drawn from existing or new sources
in contact with the organisation by mail, fax, phone or electronic means

Techniques will include:
interview techniques incorporating client observation, eye contact, appropriate body language
appropriate questioning, paraphrasing and summarising
active listening and reflection

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

Information may be provided:
orally or in writing
face to face or by phone, fax, mail or electronically

Information appropriate to the client's needs will include consideration of factors relating to the client including:
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:

ability to search for and retrieve information from electronic sources
highly developed client service skills
ability to successfully conduct reference interviews
highly developed information literacy skills

Underpinning knowledge and skills

Skills and knowledge are required in:

client service
evaluating client information needs effectively to deliver appropriate information
matching client needs to appropriate available resources
communicating and presenting information to clients in a manner which is appropriate to their needs and understanding
packaging information to suit client needs
using clients' evaluation to improve quality of service
evaluating own effectiveness and level of competence in client service delivery
communication and promotion
working with others constructively to achieve client outcomes
information literacy
a wide range of information sources in all types of formats
applying detailed searching strategies using electronic systems
providing assistance in accessing information, such as retrieving, locating, selecting and downloading information from a variety of sources
evaluating the quality and relevance of information that can be accessed through the Internet and using that information appropriately
accessing information effectively and efficiently using written and electronic means
encouraging and supporting clients to undertake their own research in a library or information environment
acquiring and using information appropriate to work responsibilities in line with client needs
problem solving
dealing constructively and flexibly with contingencies
planning and organisation
applying principles of best practice to own work
working within budgets and timelines
using time management strategies and setting priorities
information technology
operating computer hardware to configure browsers
searching electronic networks and remote databases for required information

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 and on-line databases
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 in relation to increased accessibility of information through use of network facilities and sources of information, including databases
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
self assessment reports
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 and off the job.

Communicating ideas and information
(3)

Collecting analysing and organising information
(3)

Planning and organising activities
(2)

Working with others and in teams
(2)

Using mathematical ideas and techniques
(2)

Solving problems
(3)

Using technology
(3)