Release  

Comments  

Release 1

This version first released with BSB Business Services Training Package Version 7.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine stakeholder information needs

1.1 Determine and confirm exact nature of information needs with relevant stakeholder

1.2 Discuss options for satisfying requests with relevant stakeholder, taking into account any specific requirements

1.3 Keep relevant stakeholder informed of delivery progress

1.4 Recommend alternative options to fulfil relevant stakeholder information needs, where required

2. Clarify details of required information resources

2.1 Verify bibliographic and other relevant details and locate required information resources

2.2 Check availability of required information from external or networked sources

3. Search external and networked sources

3.1 Complete information search based on knowledge of external and networked sources

3.2 Check availability of information resources from external and networked sources by searching catalogues for items already held, and electronic databases

3.3 Identify reciprocal interlibrary lending networks and document delivery systems and services to source required information

3.4 Seek assistance to source information that is difficult to locate

4. Obtain and return information

4.1 Complete and despatch requests to external sources using organisational standards, systems and procedures

4.2 Monitor requests to and from external sources and follow-up, as required

4.3 Check condition of information resources received from external sources and confirm they meet relevant stakeholder needs

4.4 Monitor receipt of electronic documents and present to customers using approved delivery methods

4.5 Confirm compliance with copyright legislation in relation to supply of photocopied or electronic documents

4.6 Take action to recall material, where required, and return to provider in the required condition

4.7 Inform provider of difficulties in relation to return of material and take action

Skill 

Description 

Reading

• Evaluates information resources from a variety of sources to ensure appropriateness to client needs
• Interprets information from sources to identify relevant and key information

Writing

• Records and completes organisational documents and correspondence using clear language and correct spelling, grammar and terminology

Oral Communication

• Uses techniques, including active listening and questioning, to clarify information and confirm understanding

Self-management

• Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes

Problem solving

• Responds to predictable routine problems and implements standard or logical solutions

Technology

• Uses familiar digital technologies and systems to access information, search and enter data, present information and communicate with others

Release  

Comments  

Release 1

This version first released with BSB Business Services Training Package Version 7.0.