Modification History
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Release |
Comments |
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Release 1 |
This unit of competency first released with CUL11 Library, Information and Cultural Services Training Package version 1.0 |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to help customers obtain information relevant to their needs.
Application of the Unit
This 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.
Work relates to information that can be found in readily accessible sources, and is undertaken within established guidelines under general supervision.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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Element |
Performance Criteria |
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Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
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1. Clarify customer information requirements |
1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request 1.2 Confirm purpose of information request and any special requirements 1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics |
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2. Follow search strategies |
2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment 2.2 Assist customers to develop own information-seeking skills and to become independent learners 2.3 Demonstrate the use of industry-current information sources and equipment in a language and at a level and pace appropriate to customers 2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services 2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment |
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3. Source and provide information |
3.1 Source information from readily accessed sources in response to customer requests 3.2 Provide information in appropriate format and confirm with customers that their information need has been met 3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- communication skills to:
- respond to customer needs in a supportive and helpful manner
- provide information literacy support and basic coaching to customers
- apply active listening and questioning techniques when communicating with customers
- initiative and enterprise skills to source information to meet customer needs in a timely fashion
- literacy skills to:
- interrogate references
- interpret and write a broad range of information
- problem-solving skills to identify the best search strategies to locate information for customers
- self-management skills to:
- prioritise work tasks and meet deadlines
- project a professional image when dealing with customers
- teamwork skills to work collaboratively with colleagues
- technology skills to access information using automated systems.
Required knowledge
- organisational policies in relation to customer assistance
- typical customer requests and information sources for responding
- use of bibliographic tools and industry-current technology
- techniques for using print and electronic 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
- interlibrary loan
- copyright, moral rights and intellectual property legislation and issues relevant to information services providers
- cultural considerations when working with customers and potentially sensitive material
- scope of information sources available either from within the organisation or from external sources.
Evidence Guide
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.
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
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.). |
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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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.
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Customer contact may be: |
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Exact nature may relate to: |
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Purpose may include: |
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Special requirements may relate to: |
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Information sources and equipment may include: |
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Constraints may include: |
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Readily accessed sources may include: |
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Customer requests may relate to: |
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Appropriate format may depend on factors, such as: |
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Unit Sector(s)
Knowledge management - Information services
