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
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

Client groups may include clients of a particular service within the organisation or of the organisation as a whole.

Clients may be clients of the organisation, including:
other information providers
staff in the organisation receiving service from a particular section

Clients may include:
particular cultural or ethnic groups
Aboriginal and Torres Strait Islander peoples
academics, teachers and students or their representative bodies
clients with special needs, eg for large print, home services
clients in remote areas
small or large businesses
staff in the broader organisation
affiliated and special interest groups, eg clubs, societies, friends' organisations, or other community and/or cultural organisations
targeted services clients
other library and information services
the general community

Public/client community networks may include:
influential clients
client group representatives
organisations, clubs or societies through which publicity may be distributed
stakeholders, eg members of friends' organisation
media

Links with client groups may be developed and maintained on an ongoing basis or in relation to particular issues.

Purposes of links may include:
obtaining regular client feedback
surveying client views on particular issues and services to assist development of new services or facilities
requests for financial support
market research
inclusion in public activities
exhibitions and outreach programs
involvement in the development of appropriate exhibitions, public programs and special events

Mechanisms for links may include:
formal consultative bodies
regular liaison activities
newsletters or other regular or specific information provision
surveys
external committees, working parties or taskforces

Critical aspects of evidence:
Evidence to demonstrate consistent achievement of this unit's outcomes includes:
highly developed understanding and application of client service skills
familiarity with the role of promotion and advocacy in library and information services
well developed communication skills with a wide range of client groups

Underpinning knowledge and skills:
Skills and knowledge are required in:
client service
knowledge of the existing range of client groups in local community
knowledge of client access policies and procedures in libraries and information agencies
working with a community collaboratively to achieve agreed outcomes
cultural awareness and complying with appropriate cultural protocols
knowledge of local community/region informational needs
planning client consultation strategies
establishing and maintaining formal and information consultation links
identifying special needs of client groups
communication and promotion
using networking techniques and strategies
promoting advocacy in library and information agencies
knowledge of the role of promotion in library and information agencies
knowledge of the role of media in promotion
developing and maintaining networking
promoting the library/information agency through a range of different mechanisms
resolving conflict
problem solving and monitoring
evaluating promotional campaigns and events
planning and organisation
using project management strategies to achieve planned outcomes to time and budget
planning, organising and conducting promotional activities using variety and innovation
mounting a promotional campaign with a limited budget and resources
information technology
acquiring and using information appropriate to work responsibilities
selecting and using available technology appropriate to the task
selecting and using available technology to improve work outcomes
the work environment
the organisation's goals, objectives and directions
working independently
applying principles of best practice to own work
responding flexibly and constructively to contingencies

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
examples of promotion and liaison work with 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 activities and strategies for linking with client groups
examination of assessee's portfolio/CV
supporting statement from section manager or equivalent
position descriptions
statements from agencies, community groups and organisations, societies, etc that the practitioner has worked with
samples of techniques the practitioner has used to maintain links
client surveys undertaken and reported
discussion of examples of local networks
promotional materials developed
examples of the planning, organising, mounting and reporting of promotional activity/events

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 on the job or in a combination of on and off the job.