Unit of competency details

Release 

Comments 

Release 1

This unit of competency first released with CUL11 Library, Information and Cultural Services Training Package version 1.0

Element 

Performance Criteria 

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.

1. Determine customer information needs

1.1 Determine and confirm exact nature of information needs with customer 

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

1.3 Where appropriate, keep customer informed of progress of delivery

1.4 Recommend alternative options to fulfil customer information needs as required

2. Clarify details of required information resources

2.1 Verify bibliographic and other relevant details  sufficient to 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 appropriate external and networked sources

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

3.3 Verify knowledge of reciprocal interlibrary lending networks and document delivery systems and services to source required information

3.4 Seek assistance from colleagues to locate unusual or difficult to locate information 

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 external sources and take follow-up action as required

4.3 Check the condition of information resources received from external sources and confirm that they meet customer needs

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

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

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

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

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the ability to:

• communicate effectively and efficiently with customers
• apply well-developed information literacy skills
• use external sources and bibliographic tools, including electronic sources, to obtain different types of information
• search external sources effectively to meet a range of different information needs.

Context of and specific resources for assessment 

Assessment must ensure:

• use of industry-current systems and technologies to access external information sources
• access to relevant policies, procedures and documents concerning access to external sources of information.

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:

• direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance
• evaluation of information sourced from external and networked sources by the candidate in terms of suitability to meet the identified need
• evaluation of candidate’s response to problem-solving exercises to assess ability to respond to different information needs
• verbal or written questioning to assess knowledge of external information sources.

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.).

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

• CUECOR03B Provide quality service to customers
• CULINS401A Assist customers to access information.

Customers  may be:

• business organisations
• external or internal
• members of the public
• other information services providers, which could be:

• international
• interstate
• local

• registered borrowers.

Specific requirements  may relate to:

• cost
• delivery
• format
• number of copies
• timeframes.

Bibliographic and other relevant details  may include:

• basic components of bibliographic records, such as:

• author
• International Standard Book Number (ISBN)
• International Standard Serial Number (ISSN)
• print and electronic publication formats
• publication details
• title

• delivery options
• costs
• library statements of holdings contained within catalogue records
• location details and symbols.

Information search  may include searching:

• Australian National Bibliographic Database (ANBD) via Libraries Australia or Trove
• electronic databases accessed through paid subscription
• other library catalogue
• own library catalogue
• own library network for reciprocal borrowing.

Unusual or difficult to locate information  may include:

• complex or specialised information only accessible from other organisations
• foreign language materials
• items held in specialist external collections
• items not held with collections
• out of print materials.

External sources  may include:

• commercial document supply services
• electronic databases to which the organisation subscribes or has free access
• information sources, such as:

• commercial vendors
• companies
• organisations
• societies

• libraries, museums, galleries and information services organisations in Australia and overseas
• vendors or aggregators of electronic databases.