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
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

Clients may be:
internal or external
drawn from existing or new sources

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

Sources of information/material may include local or remote sources.

Remote sources include:
remote storage facility
other information agencies in Australia and overseas
information sources such as companies, societies, organisations or commercial vendors

Sources may be accessed electronically, using appropriate technology and software, eg ABN inter-library loan module.

Requests for information/material may be made by mail, phone, fax or other electronic means.

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

Delivery of information may be:
initiated by client
organised by library/information practitioner
by physical means eg mail or courier
by electronic means eg fax, email, ftp

Advice on alternative document delivery options may include format, timeframe and cost details.

Other assistance may include assistance to client to:
support clients in their information literacy needs
identify the most appropriate access tools
use keyboards
understand systems protocols
use a range of information management access systems
identify the most cost effective transaction
use an electronic document supply service

Client requirements may include:
format including language
timeframe
delivery method

Format of the information/material may include:
original
copy or facsimile
electronic, eg file, internet/intranet
appropriate formats for clients with special needs, such as with sight or other impairments, cultural, language or literacy needs

Standards and procedures may be:
organisational
national
international
set down by the organisation
by formal or informal agreement between the organisation and the remote source

Follow-up action may take place with the remote source or another source.

Critical aspects of evidence:
Evidence to demonstrate consistent achievement of this unit's outcomes includes:
knowledge and application of the organisation's policies and procedures in relation to its bibliographic standards and procedures
knowledge of bibliographic records and components
demonstrated ability to apply appropriate organisational tools and protocols in the use of information and information systems

Underpinning knowledge and skills:
Skills and knowledge are required in:
client service
interpreting client needs using active listening and questioning
returning information expeditiously
working effectively with clients
communication and promotion
communicating effectively and appropriately on email, using attachments
information literacy
assisting clients effectively and appropriately to develop their information literacy skills
developing networks of sources
working effectively and confidently with information
information sources both standard eg other libraries and non-standard eg government agencies, societies, commercial vendors
using bibliographic tools confidently
using standard reference resources
undertaking bibliographic searching and verification
locating an appropriate range of information in a variety of formats
obtaining information expeditiously
acquiring and using information appropriate to work responsibilities
evaluating the quality and relevance of information that can be accessed through the Internet
planning and organisation
demonstrating attention to detail
ensuring that data input is accurate and accords with system protocols
documenting delivery alternatives, including electronic options
applying principles of best practice to own work
applying time management strategies and setting priorities
information technology
a range of information systems appropriate to the organisation's business and potential business
operating computer software to launch applications, retrieve and save files, use the basic functions of applications, back up data, establish and follow procedures, and add simple data and records to information systems.
the potential damage caused by viruses and procedures to prevent them
following basic information technology security procedures
maintaining and managing information technology for stand-alone computers
working within a network and understanding its related library functions, and the information that can be obtained from networks
the work environment
legal aspects, eg Copyright Act, legal liability
following inter-library lending policies standards
applying the organisation's inter-library loan processes
undertaking financial procedures according to organisational protocols
legal and ethical responsibilities

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:
relevant database and other information management tools
relevant bibliographical materials and tools
strategic plans and relevant policies and procedures manuals
access to other information providers' catalogues

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
authenticated documentation of bibliographic achievements that candidate has executed in the workplace
simulation of assistance for developing client information literacy skills
examples of authenticated assessments and/or assignments from formal education courses
examples of bibliographic problem solving approaches used by applicant
simulation
case studies

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