Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with BSB Business Services Training Package Version 7.0. |
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.
Unit Sector
Technical Skills – Information Services
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
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 |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.
Skill |
Description |
Reading |
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Writing |
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Oral Communication |
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Planning and organising |
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Problem solving |
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Technology |
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Unit Mapping Information
Supersedes and is equivalent to BSBLIB405 Assist customers to access information.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10