Application
This unit describes the skills and knowledge required to help customers obtain required information, which can be found in readily accessible sources.
The unit applies to individuals working in frontline information services roles in any industry sector. They may be working in library and information services organisations, records management units, government departments, tourist information centres or community advisory organisations. These roles are undertaken within established guidelines under general supervision.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Clarify customer information requirements | 1.1 Identify exact nature of information request 1.2 Confirm purpose of information request and any special requirements |
2. Follow search strategies | 2.1 Construct and follow search strategies to locate information using industry-current information 2.2 Assist customers to develop own information-seeking skills 2.3 Advise customers on other access arrangements, including inter-library loans and document delivery and supply services 2.4 Inform customers of constraints regarding access to information according to organisational policies and procedures |
3. Source and provide information | 3.1 Source information from sources in response to relevant customer’s requests 3.2 Provide information according to request 3.3 Confirm relevant customer’s requirements are satisfied 3.4 Take action to resolve remaining issues or refer customers to other personnel, as required |
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:
assist customers to access information from a variety of sources on at least four different occasions.
In the course of the above, the candidate must:
use bibliographic tools and industry-current technology
search and locate a range of information sources and communicate to relevant stakeholders
communicate to clarify information requirements of stakeholder
respond to stakeholders with information to complete their own searches.
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:
organisational policies and procedures, including:
customer assistance
access to information
typical customer requests and appropriate information sources for responding
techniques for using reference resources and tools, including formulating search strategies
range of information resources, formats and delivery options, including:
document delivery and supply processes
electronic and print
inter-library loans.
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:
a range of library and information services and resources
industry-current information technologies
organisational policies and procedures.
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 sources to identify relevant and key information |
Writing | Documents information, selecting selects appropriate vocabulary and structure for audience, for informal and formal purposes |
Oral Communication | Interacts effectively in verbal exchanges, using active listening and questioning, to convey and clarify information Explains detailed information using language, tone and pace appropriate to audience |
Planning and organising | Organises, plans and sequences own workload |
Problem solving | Responds to predictable routine problems and implements standard or logical solutions |
Technology | Uses familiar digital technologies and systems to access information, and assist customers |
Sectors
Technical Skills – Information Services