Unit of competency Outline

Date retreived
22/07/2026 4:02 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Assist customers to access information

Assist customers to access information

Unit of competency
National Code
CULLB401C
State Code
D1784
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
05/04/2004
View on TGA
State Implementation and Classification
Approved Date
23/05/2011
Field of Education
091301 - Librarianship And Information Management
Original Release Date
23/05/2011
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to assist customers in obtaining information relevant to their needs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Determine customers information requirements
  • 1.1 Determine the nature of information requirement using appropriate questioning and listening techniques during customer contact
  • 1.2 Assess the likely availability of the required information from readily accessed sources, and the level and nature of assistance required
2 Advise customers on independent access opportunities
  • 2.1 Take all appropriate opportunities to support the customer in developing and applying information literacy skills independently
  • 2.2 Correctly demonstrate the use of reference tools and equipment in a language and at a level and pace appropriate to the customer
  • 2.3 Accurately advise customers on other access arrangements including interlibrary loans
  • 2.4 Inform customers of relevant constraints regarding access to information or use of reference tools or equipment
3 Source and provide information
  • 3.1 Source appropriate customer information from easily and readily accessed sources
  • 3.2 Provide information in an appropriate format and language to the customers and confirm that information need has been met
  • 3.3 Take appropriate action to resolve remaining issues and/or refer customers appropriately
in person
by phone
in writing
electronically

organisation's collection or remote sources of information that are routinely accessed in the organisation, through standard search processes for which there are well established and clear cut procedures, e.g. searching for known items
catalogues
online and other databases
remote sources

automated catalogues
manual catalogues

cost
organisational policy
restrictions on access to required information
availability of other assistance
competing demands
ethical considerations

current or topical information for a customer group e.g. school assignments
frequently requested information
simple ready reference queries
community information

the preferred format
age e.g. pre-schoolers, adolescents
educational background or general knowledge
cultural and language background
language, literacy and numeracy needs
disabilities both physical and intellectual

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

sound understanding and application of customer service skills
application of well developed information literacy skills
sound knowledge of the information services reference resources
sound knowledge of bibliographic tools
demonstration of skills (working with an established collection) in response to a range of different information requests.

Context of and specific resources for assessment

Assessment must ensure:

use of current industry reference tools and equipment
access to relevant policies and procedures manuals
access to a library/information collection.

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 by the candidate
direct observation of the candidate working with customers and responding to different information requests
case studies/problem-solving exercises to assess ability to respond to different information needs
oral or written questioning to assess knowledge of reference tools and equipment procedures.

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

CULLB203C Develop and use information literacy skills
CUECOR03B Provide quality service to customers.

Replaces
State Code National Code Title Type
C7138 CULLB401B Assist customers to access information Unit of competency
C1472 CULLB203A Develop own information literacy skills Unit of competency
Replaced By
State Code National Code Title Type
D9429 CULINS401A Assist customers to access information Unit of competency