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. 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

Skill 

Description 

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

Release  

Comments  

Release 1

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