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Elements and Performance Criteria

1. Create records in the ILMS
   • Use basic functions of an ILMS, including interrelation of different modules
   • Check and process new borrowers on the ILMS according to organisational policies and procedures
   • Process an acquisition by creating a record in the acquisition module
   • Create a reservation request through the ILMS
2. Provide customer support in relation to circulation and lending
   • Provide current and accurate information to relevant stakeholders in relation to circulation and lending policies and procedures, including self-service systems
   • Process loan and return transactions according to organisational policies and procedures, including security procedures
   • Follow safe work practices when performing circulation and lending services
   • Handle competing demands for services according to customer service standards
   • Resolve customer enquiries and complaints within scope of own job role
   • Refer complex customer queries and complaints to relevant personnel
   • Provide information on range of services which may incur costs
3. Use online catalogues to assist customers
   • Use basic search features of online catalogues to provide current and accurate information to relevant stakeholders
   • Use online catalogues to assist customers in locating information resources in library collections
   • Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers
4. Maintain knowledge of ILMS trends and emerging technologies
   • Source information about current industry trends and emerging technologies in relation to ILMS
   • Provide information to colleagues in relation to add-on library automation software and hardware

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

use integrated library management systems (ILMS) to:

process loans and returns according to organisational policies and procedures on at least two occasions

conduct basic online catalogue searches on at least two occasions

create records in acquisitions module on at least two occasions

create reservations on at least two occasions.

In the course of the above, the candidate must:

maintain knowledge of trends and emerging technologies affecting ILMS

demonstrate customer support.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

key features of ILMS

interrelation between different functions of an integrated library management system, including cataloguing, circulation, and acquisitions modules

key features of online catalogues

key features of automated circulation systems, including selfcharging systems and associated technologies

organisational policies and procedures relating to:

lending

inter-library loans

security

financial transactions

customer service

processing loans and returns

circulation services

common safe work practices relating to using an ILMS.

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