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Elements and Performance Criteria

Determine customer information needs
Clarify details of required information resources
- Verify bibliographic and other relevant details sufficient to locate required information resources
- Check availability of required information from external or networked sources
Search external and networked sources
Obtain and return information

Required Skills

Required skills

communication and teamwork skills to

clarify information needs with customers

liaise with external and networked sources about the provision of information resources

work collaboratively with and seek assistance from colleagues

initiative and enterprise skills to find the most efficient and effective way of responding to a broad range of information requests from customers

problemsolving skills to coordinate processes for obtaining difficult to access information in a timely manner

research skills to source information from external and networked sources

selfmanagement skills to

prioritise work tasks and meet deadlines

project a professional image when dealing with customers

technology skills to

use current information services industry technology

conduct a wide range of information searches from multiple sources and in a variety of formats

Required knowledge

components of bibliographic records

copyright moral rights and intellectual property legislation and issues that apply to interlibrary loans and document supply

document delivery services and options including for electronic formats

external sources of information

information services networks that facilitate access to external sources

interlibrary lending policies and standards such as the Australian Interlibrary Resource Sharing ILRS code

range of available information sources for print and electronic materials

range of available interlibrary lending networks and document delivery services and organisations

search strategies for external and networked sources

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

communicate effectively and efficiently with customers

apply welldeveloped information literacy skills

use external sources and bibliographic tools including electronic sources to obtain different types of information

search external sources effectively to meet a range of different information needs

Context of and specific resources for assessment

Assessment must ensure

use of industrycurrent systems and technologies to access external information sources

access to relevant policies procedures and documents concerning 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 thirdparty workplace reports of onthejob performance

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance

evaluation of information sourced from external and networked sources by the candidate in terms of suitability to meet the identified need

evaluation of candidates response to problemsolving exercises to assess ability to respond to different information needs

evaluation of candidate’s response to problemsolving exercises to assess ability to respond to different information needs

verbal or written questioning to assess knowledge of external information sources

Assessment methods should closely reflect workplace demands and the needs of particular client groups consider the requirements of different age groups clients with English as a second language clients with disabilities remote library users etc

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

CUECORB Provide quality service to customers

CUECOR03B Provide quality service to customers

CULINSA Assist customers to access information

CULINS401A Assist customers to access information.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customers may be:	business organisations external or internal members of the public other information services providers, which could be: international interstate local registered borrowers.
Specific requirementsmay relate to:	cost delivery format number of copies timeframes.
Bibliographic and other relevant details may include:	basic components of bibliographic records, such as: author International Standard Book Number (ISBN) International Standard Serial Number (ISSN) print and electronic publication formats publication details title delivery options costs library statements of holdings contained within catalogue records location details and symbols.
Information search may include searching:	Australian National Bibliographic Database (ANBD) via Libraries Australia or Trove electronic databases accessed through paid subscription other library catalogue own library catalogue own library network for reciprocal borrowing.
Unusual or difficult to locate information may include:	complex or specialised information only accessible from other organisations foreign language materials items held in specialist external collections items not held with collections out of print materials.
External sources may include:	commercial document supply services electronic databases to which the organisation subscribes or has free access information sources, such as: commercial vendors companies organisations societies libraries, museums, galleries and information services organisations in Australia and overseas vendors or aggregators of electronic databases.