Application
This unit describes the skills and knowledge required to apply a basic understanding of the functions of integrated library management systems (ILMS) to use online catalogues, process loan transactions, and provide circulation and lending services to meet customer needs.
The unit applies to individuals in frontline information services roles in libraries working under limited supervision, within established policies and procedures.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Create records in the ILMS | 1.1 Use basic functions of an ILMS, including interrelation of different modules 1.2 Check and process new borrowers on the ILMS according to organisational policies and procedures 1.3 Process an acquisition by creating a record in the acquisition module 1.4 Create a reservation request through the ILMS |
2. Provide customer support in relation to circulation and lending | 2.1 Provide current and accurate information to relevant stakeholders in relation to circulation and lending policies and procedures, including self-service systems 2.2 Process loan and return transactions according to organisational policies and procedures, including security procedures 2.3 Follow safe work practices when performing circulation and lending services 2.4 Handle competing demands for services according to customer service standards 2.5 Resolve customer enquiries and complaints within scope of own job role 2.6 Refer complex customer queries and complaints to relevant personnel 2.7 Provide information on range of services which may incur costs |
3. Use online catalogues to assist customers | 3.1 Use basic search features of online catalogues to provide current and accurate information to relevant stakeholders 3.2 Use online catalogues to assist customers in locating information resources in library collections 3.3 Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers |
4. Maintain knowledge of ILMS trends and emerging technologies | 4.1 Source information about current industry trends and emerging technologies in relation to ILMS 4.2 Provide information to colleagues in relation to add-on library automation software and hardware |
Evidence of Performance
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.
Evidence of Knowledge
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 self
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.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
organisational policies and procedures relevant to performance evidence
ILMS for loan processing and catalogue use, acquisitions and reservations.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Reading | Interprets information from structured texts, instructions and correspondence from colleagues or customers, and derives relevant information from more complex texts |
Writing | Conveys technical and procedural information accurately and succinctly and communicates information in a style appropriate to purpose and audience |
Oral Communication | Establishes and maintains empathetic spoken communication with customers, checks for understanding and clearly conveys information in a manner appropriate in the context |
Numeracy | Selects, interprets and applies mathematical information embedded in simple financial transactions and information systems |
Planning and organising | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes |
Teamwork | Uses a range of strategies to establish a sense of connection and build rapport with customers and colleagues |
Problem solving | Recognises and responds to predictable routine problems related to role in immediate work context Applies analytical processes to resolve technical or conceptual problems |
Technology | Uses familiar digital technologies and systems to access information, search and enter data, present and distribute information |
Sectors
Technical Skills – Information Services