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 control 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
Archives Act
Equal Opportunity 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

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

Information may include:
press cuttings on current issues
items of particular interest to client group at a particular time
current awareness files
local history resources
specific materials, eg community information, commercial brochures/publicity materials

Databases referred to in this unit are electronic:
a simple database is a flat file database, for which an established program is available for its development and operation
other databases may include a variety of in-house databases

Mechanisms to identify needs to organise information in databases may include:
feedback from clients and other staff
specific requests from clients and other staff
surveys and other investigations
records of recurrent requests

Mechanisms for client feedback may include:
surveys, questionnaires
records of use of the database
observation
spot checks

Retrieval of information from the database may include:
basic printed records
report formats using downloads of records
computer generated files

Documentation may include:
procedures manual
client instruction sheets/manual
notices

Critical aspects of evidence:
Evidence to demonstrate consistent achievement of this unit's outcomes includes:
knowledge and application of database structures and organisation
developing databases for specific needs
understanding and application of client service skills
inputting data accurately and consistently into databases
bibliography organisation and use

Underpinning knowledge and skills:
Skills and knowledge are required in:
client service
knowledge of client groups and their informational needs
communication and promotion
working with others constructively to achieve agreed outcomes
information management
applying principles of database structure and construction
knowledge of databases used in libraries and information agencies
developing a small database for a specific need
demonstrating techniques for advanced database searching and retrieval of information
maintaining database information and currency
reviewing new systems for organising information
information technology
following standard computing systems used in libraries and information agencies, their functions and capacity
understanding the potential damage caused by viruses and following procedures to identify and prevent them
implementing basic computer security procedures
providing assistance in accessing information including retrieving, locating, selecting and downloading information from a variety of sources
the work environment
obtaining further information about Copyright Act and amendments
acquiring and using information appropriate to work responsibilities
applying principles of best practice to own work
legal issues, eg Copyright Act

Resource implications:
Competency in this unit should be assessed using all the relevant resources commonly provided by an information service provider. Specific assessment tools may include:
strategic plans and relevant policies and procedures manuals

Method and context of assessment:
Evidence of competence may be obtained through a variety of methods including:
observation
oral questioning
examination of assessee's portfolio/CV
supporting statement from section manager or equivalent
position descriptions
examples of databases to which applicant has contributed, or developed, to facilitate client access
training courses on database construction
examples of authenticated assessments and/or assignments from formal education courses
self assessment reports

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.