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 process loan transactions and respond to circulation and lending enquiries from customers.
Application of the Unit
This unit applies to individuals working in frontline library and information services roles.
Work is undertaken under supervision, within established policies and procedures.
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. Provide information to customers |
1.1 Provide current and accurate information to customers using circulation and lending systems and procedures 1.2 Assist customers with basic enquiries 1.3 Develop own expertise in relation to information and use of self-service systems in libraries 1.4 Respond to customer enquiries promptly or refer to appropriate persons |
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2. Process loan transactions |
2.1 Check and process customer registration details according to organisational procedures 2.2 Complete transactions according to circulation services policies and procedures and customer service standards 2.3 Deal with competing demands for service tactfully and helpfully 2.4 Complete checking and processing of material according to organisational requirements |
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3. Process financial transactions |
3.1 Conduct financial transactions according to organisational procedures 3.2 Balance income to receipts 3.3 Note irregularities and take appropriate action promptly |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- communication skills to provide effective customer service
- literacy skills to use loan processing and other circulation systems
- numeracy skills to:
- handle cash transactions
- balance takings against transactions
- self-management skills to:
- deal effectively with competing demands for services from customers
- complete work tasks and meet deadlines
- follow workplace procedures
- technology skills to use electronic point-of-sale technology.
Required knowledge
- features of circulation systems and technology in different industry contexts
- relevant systems, policies and procedures in relation to:
- customer service
- handling money and security
- interlibrary loans and lending
- pre-paid services
- principles underpinning the operation of manual and automated circulation systems, including self-service systems
- security in relation to:
- clients
- money
- staff
- theft
- vandalism.
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:
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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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Circulation and lending systems and procedures may relate to: |
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Basic enquiries may relate to: |
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Self-service systems in libraries may include: |
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Customer enquiries may be: |
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Policies and procedures may relate to: |
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Checking and processing may relate to: |
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Financial transactions may relate to: |
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Unit Sector(s)
Knowledge management - Information services
