Unit of competency Outline

Date retreived
21/07/2026 11:15 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Obtain information from external and networked sources to meet customer needs

Obtain information from external and networked sources to meet customer needs

Unit of competency
National Code
CULLB002B
State Code
D1775
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
05/04/2004
View on TGA
State Implementation and Classification
Approved Date
19/09/2008
Field of Education
091301 - Librarianship And Information Management
Original Release Date
19/09/2008
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to source and obtain information from external and networked sources to meet customer needs.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Establish and confirm customer information request/need
  • 1.1 Interview customers to determine and confirm details of the information need
  • 1.2 Discuss options for satisfying the request with the customer including, where relevant, cost and timeframes for delivery
  • 1.3 Where appropriate, keep customers informed of progress of delivery and, if necessary, recommend alternative options to fulfil the information need
2 Determine details of required information resources
  • 2.1 Determine accurate bibliographic and other relevant details of the required information sufficient to locate resources
  • 2.2 Keep customers informed of progress or provide accurate advice on alternative document delivery options
  • 2.3 Identify and agree delivery requirements taking into account customer needs
  • 2.4 Identify any other customer requirements in relation to required information and take appropriate action
3 Search external and networked sources
  • 3.1 Complete information search based on knowledge of appropriate external and networked sources, including those used for commonly requested material
  • 3.2 Develop, maintain and access professional/business networks and links with other information sources to facilitate location of required information/material
  • 3.3 Identify and implement appropriate, logical and reasonable search strategies to locate unusual or difficult to locate information
4 Obtain and return information
  • 4.1 Make accurate and complete requests to external sources in accordance with organisational standards and procedures
  • 4.2 Monitor requests to external sources and take follow-up action as required
  • 4.3 Check information/material received from external sources for its relevance to customer needs and for its condition, and take appropriate follow-up action
  • 4.4 Take action to recall material, where required, and return it to provider, in the required condition, in accordance with established procedures or prior arrangements
  • 4.5 Inform provider of any difficulties in relation to return of material and take appropriate action

internal

external

members of the public

other information services providers (local, interstate, international)


provenance

publishing details

content details


electronically

manually


items not held with the collection

items held in specialist external collections


remote storage facility

other information agencies in Australia and overseas

information sources such as companies, societies, organisations or commercial vendors

databases to which the organisation subscribes

CD-ROM databases

online databases

Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
sound understanding and application of customer service skills
application of well developed information literacy skills
sound knowledge of external sources and bibliographic tools for different types of information, including electronic sources
ability to search external sources effectively to meet a range of different information needs.

Context of and specific resources for assessment
Assessment must ensure:
use of current industry reference tools and equipment to access external sources
access to relevant policies and procedures manuals
access to external sources of information.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of information sourced from remote and networked sources by the candidate in terms of suitability to meet the identified need
evaluation of candidate's response to problem-solving exercises to assess ability to respond to different information needs
oral or written questioning to assess knowledge of remote sources.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
CUECOR03B Provide quality service to customers
CULLB203C Develop and use information literacy skills.
It is also recommended that this unit be assessed with or after the following unit:
CULLB401C Assist customers to access information.

Replaces
State Code National Code Title Type
C7129 CULLB002A Obtain information from external and networked sources to meet customer needs Unit of competency
Replaced By
State Code National Code Title Type
D9430 CULINS402A Obtain information from external and networked sources Unit of competency