Skills Assessment for BSBINS203: Assist with Circulation Services

Skills assessment Criteria Unit code and name BSBINS203 | Assist with circulation services Qualification/Course code and name Student details Student number Student name Assessment declaration Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment. This assessment is my original work and has not been:  plagiarised or copied from any source without providing due acknowledgement.  written for me by any other person except where such collaboration has been authorised by the Teacher/Assessor concerned. Student signature and date Document title: BSBINS203 _AE_Sk2of2 Page 1 of 19

Version: 1.0 Date created: 8 February 2022 Date modified: 18 July 2022 For queries, please contact: Technology and Business Services SkillsPoint Ultimo © 2022 TAFE NSW RTO Provider Number 90003 | CRICOS Provider Code: 00591E This assessment can be found in the: Learning Bank The contents in this document is copyright © TAFE NSW 2022 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 4 January 2024. For current information please refer to our website or your Teacher/Assessor as appropriate. Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The aim of this assessment is to assess your skills and knowledge that are required to process loan transactions and respond to circulation and lending enquiries from customers. Assessment event number 2 of 2 Instructions for this assessment This is a skills-based assessment that assesses your ability to demonstrate skills required in the unit. This assessment is in six parts:  Part 1 – Scenario 1 and role play  Part 2 – Scenario 2  Part 3 – Scenario 3  Part 4 – Scenario 4  Part 5 – Scenario 5 Document title: BSBINS203 _AE_Sk2of2 Page 2 of 19

Assessment details Instructions  Part 6 – Scenario 6 And is supported by:  Observation checklist  Assessment feedback (not included here)  Simulated organisation website for example Azure Beach Public Library (Long URL: https://share.tafensw.edu.au/share/items/e0c16888- 10e6-4c4b-a728-47b2952dc7f4/0/? attachment.uuid=43fa65e6-bdc2-4306-825a- 436cedbda14f ) or as advised by your teacher  LibraryWorld Library Management System (Long URL: https://www.libraryworld.com/) or as advised by your teacher  ABPL Template: Email (Long URL: https://share.tafensw.edu.au/share/items/40b02ff1- 0175-4b64-8e99-7e4cc66c5121/0/? attachment.uuid=a5f52316-bd6b-4c34-8559- 68f43ade383c) or as advised by your teacher  ABPL Lending Conditions Policy (Long URL: https://share.tafensw.edu.au/share/file/b5b52f4b-216b- 473a-bf3e-60658163ef7a/1/ABPL_Lending-Conditions- Policy.pdf) or as advised by your teacher  ABPL Interlibrary Loans Policy (Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b- 216b-473a-bf3e-60658163ef7a/0/? attachment.uuid=fd08a3cb-c7fe-4beb-89eb- fddfa3293280) or as advised by your teacher  LibraryWorld Instructions for Adding a New Patron Record (Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b- 216b-473a-bf3e-60658163ef7a/0/? attachment.uuid=ed5e1c4a-0769-454f-a755- 49862c376a5c) or as advised by your teacher Document title: BSBINS203 _AE_Sk2of2 Page 3 of 19

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Assessment details Instructions  ABPL Processing Library Resources Policy (Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b- 216b-473a-bf3e-60658163ef7a/0/? attachment.uuid=b1d38b30-ee4d-4773-9958- 12d74dce9123) or as advised by your teacher Note : This assessment may contain links to external resources. If a link does not work, copy and paste the URL directly into your browser. Submission instructions On completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Where possible, submission and upload of all required assessment files should be via the TAFE NSW online learning platform. It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. What do I need to do to achieve a satisfactory result? To achieve a satisfactory result for this assessment you must be available at the arranged time to complete all the assessment criteria as outlined in the assessment instructions. All parts of the observable task must be performed to a satisfactory level as indicated in the criteria section of the observation checklist. All oral questions must be answered correctly to be deemed satisfactory in this assessment task; however, Teachers/Assessors may ask you additional questions to confirm your understanding of the task. If a resit is required to achieve a satisfactory result it will be conducted at an agreed time after a suitable revision period. What do I need to provide? • TAFE NSW student account username and password. If you do not know your username and password, contact your campus or service centre on 131601. • Computer or other device with access to the internet and Document title: BSBINS203 _AE_Sk2of2 Page 4 of 19

Assessment details Instructions relevant Microsoft Office applications • Writing materials, if required What the Teacher/Assessor will provide  Access to this assessment and learning resources, including the student workbook and any supporting documents or links.  Access to the workplace or simulated environment for example Azure Beach Public Library , or advised by your teacher, and relevant organisational templates and resources. (Long URL: https://share.tafensw.edu.au/share/items/e0c16888- 10e6-4c4b-a728-47b2952dc7f4/0/? attachment.uuid=43fa65e6-bdc2-4306-825a- 436cedbda14f) Due date Time allowed Venue See Unit Assessment Guide 3.5 hours (indicative only) TAFE NSW campus/TAFE Digital Campus/TAFE NSW Moodle/a location determined by your assessor Assessment feedback, review or appeals In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher/Assessor or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher/Assessor for the assessment appeals procedures at your college/campus. Document title: BSBINS203 _AE_Sk2of2 Page 5 of 19

Specific task instructions The instructions and the criteria in the tasks and activities below will be used by the Teacher/Assessor to determine whether the tasks and activities have been satisfactorily completed. Use these instructions and criteria to ensure you demonstrate the required skills and knowledge. If this assessment requires you to record information, your Teacher/Assessor will provide you with an appropriate document/template. You will have the option to record your participation in some parts of this assessment and submit as video evidence. If you are submitting video evidence, you must:  Provide a video for each participation clearly meeting all requirements.  Ensure you have access to the equipment and resources required to participate in each demonstration.  Follow the Video recording instructions (pdf) . This one-pager includes useful tips, links to resources, and a demonstration video. URL: https://share.tafensw.edu.au/share/items/744af7d4-a241-45e2-adb0- 0e13f2fe4950/0/?attachment.uuid=01c3c87a-4599-48c2-91f0-68a00b5bbb4c  Address the questions or items listed in the observation checklist, either during the demonstration or record them in a separate video file. Important information: If you are studying this unit at a campus, your teacher will instruct you which simulated organisation to use in order for you to complete the assessment tasks. If you are an online student, you will need to use the Azure Beach Public Library as a simulated organisation and the Library World as the library management software in order to complete the assessment tasks. Document title: BSBINS203 _AE_Sk2of2 Page 6 of 19

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Part 1: Scenario 1 and role play To complete this part of the assessment, you will participate in a role play and a simulated presentation to demonstrate your ability to complete skills-based tasks to industry standards. The presentations must be digitally recorded and submitted as evidence. Your demonstration will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria provided in the observation checklist to understand what skills you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria your Teacher/Assessor will be marking you on. Once completed you will need to submit this assessment to your Teacher/Assessor for marking. Scenario You have recently started work as a Library Technician at a library for example Azure Beach Public Library (ABPL). (Long URL: https://share.tafensw.edu.au/share/items/e0c16888- 10e6-4c4b-a728-47b2952dc7f4/0/?attachment.uuid=43fa65e6-bdc2-4306-825a- 436cedbda14f). An experienced staff member is supervising you at the information desk and you are both approached by a customer, William Sandford, who has recently moved to a new house and would like to change their postal address. Conduct a role play with your colleague and William Sandford (with video submission) and enact the exchange you would have at the information desk at ABPL. Note – you will need two additional people to act as your colleague and William Sandford (customer) in the role play. Log in to LibraryWorld using the below details to assist with this part (Long URL: http://www.libraryworld.com/) or as advised by your teacher:  Username: ABPL_STUDENT  Password: Student17! Tips for video submission:  Greet the customer.  Ask questions about their enquiry.  Confirm what steps you will take with your colleague, ask questions as needed.  Look up William’s customer record in LibraryWorld, or as advised by your teacher.  Qualify their other personal details (for example date of birth and current address). Document title: BSBINS203 _AE_Sk2of2 Page 7 of 19

 Ask what new address they would like entered into the system (note – update should only be mimicked for the purposes of the role play, do not update the system).  Remember to make friendly conversation and end the conversation as appropriate. Observation Checklist – Part 1 The observation checklist is to be used to mark your performance in Part 1. The checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met. Your demonstration will be used as part of the overall evidence requirements of the unit. You may ask questions after the task/activity has been completed. Table 2 Observation Checklist Task # Task/Activity performed S U/S Assessor comments (Describe the student’s ability in demonstrating the required skills and knowledge) Submits a video of the recording. ☐ ☐ Politely greet the customer ☐ ☐ Selects and uses appropriate words to establish and maintain effective spoken communication ☐ ☐ Uses various questioning techniques to:  Understand enquiry and verify the identity of the customer, and  Confirm understanding of task requirements and correct steps to take with supervising colleague. ☐ ☐ Demonstrates active listening (used appropriate body language, provides feedback and responds accordingly). ☐ ☐ Correctly accesses LibraryWorld (or as advised by your teacher) and locates patron (customer) record ☐ ☐ Politely ends conversation ☐ ☐ Document title: BSBINS203 _AE_Sk2of2 Page 8 of 19

Part 2: Scenario 2 To complete this part of the assessment, you must answer questions related to the below scenario that will demonstrate your ability to complete skills-based tasks to industry standards. Your responses will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria in the assessment checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance. Once completed, submit this assessment and the tasks and activities you are required to complete to your Teacher/Assessor for marking. Scenario You are working as a Library Technician at a library for example Azure Beach Public Library (ABPL) and a customer Tim Smith approaches you and asks you to assist them with a $3.50 fine they have been issued for failing to return a book on time. They would also like to know whether it is possible to get the DVD ‘CATS’ from Bondi Beach Public Library (Note: Tim has previously enquired as to whether ABPL has this DVD). Refer to the following ABPL policies or as advised by your teacher:  Lending Conditions Policy (long URL: https://share.tafensw.edu.au/share/items/b5b52f4b-216b-473a-bf3e- 60658163ef7a/0/?attachment.uuid=a83726d8-c196-44f9-93f9-9d748be922aa)  Interlibrary Loans Policy (long URL: https://share.tafensw.edu.au/share/items/b5b52f4b-216b-473a-bf3e- 60658163ef7a/0/?attachment.uuid=fd08a3cb-c7fe-4beb-89eb-fddfa3293280) Document title: BSBINS203 _AE_Sk2of2 Page 9 of 19

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Answer the following questions: 1. What options does Tim have to pay the fine (both in person and self-service)? 2. What steps do you need to follow to request an interlibrary transfer of CATS from Bondi Beach Public Library to ABPL or as advised by your teacher? 3. What information do you need to share with Tim regarding the request for an interlibrary transfer? Document title: BSBINS203 _AE_Sk2of2 Page 10 of 19

Part 3: Scenario 3 To complete this part of the assessment, you must answer questions related to the below scenario that will demonstrate your ability to complete skills-based tasks to industry standards. Your responses will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria in the assessment checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance. Once completed, submit this assessment and the tasks and activities you are required to complete to your Teacher/Assessor for marking. Scenario You are working as a Library Technician at a library for example Azure Beach Public Library (ABPL). Amelia Rays approaches the information desk and would like assistance to reserve the following three CD’s: 1. 30 - Adele 2. Planet Her – Donja Cat 3. Red – Taylor Swift Refer to the following Azure Beach Public Library policy or as advised by your teacher:  Lending Conditions Policy (Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b-216b-473a-bf3e- 60658163ef7a/0/?attachment.uuid=a83726d8-c196-44f9-93f9-9d748be922aa) While you are assisting Amelia, you notice that another library customer has spilled a bottle of water in the foyer of the library on the tiles creating a trip hazard. You can’t find anyone nearby to assist. Document title: BSBINS203 _AE_Sk2of2 Page 11 of 19

Answer the following questions: 1. How do you prioritise helping Amelia and the spill? Explain in a minimum of 50 words. 2. Outline Azure Beach Public Library’s approach (or as advised by your teacher) to reservations that you could share with Amelia. Document title: BSBINS203 _AE_Sk2of2 Page 12 of 19

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Part 4: Scenario 4 To complete this part of the assessment, you must answer questions related to the below scenario that will demonstrate your ability to complete skills-based tasks to industry standards. Your responses will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria in the assessment checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance. Once completed, submit this assessment and the tasks and activities you are required to complete to your Teacher/Assessor for marking. Scenario You are working as a Library Technician at a library for example Azure Beach Public Library (ABPL). A customer Karina Anderson, or as advised by your teacher, approaches the information desk and would like to check their current member record details and also their loan history. They advise that they have just returned from a year living overseas so the loan history should be clear. Log in to LibraryWorld or as advised by your teacher using the below details to assist with this part (long URL: http://www.libraryworld.com/ ), or as advised by your teacher:  Username: ABPL_STUDENT  Password: Student17! Answer the following questions: 1. Find the customer’s patron (customer) record in LibraryWorld, or as advised by your teacher, and provide the following details: a. Address b. Date of birth c. Mobile phone number Document title: BSBINS203 _AE_Sk2of2 Page 13 of 19

2. Based on the customer’s loan history review request, are there any irregularities on record? If so, provide details. 3. Using the ABPL email template (Long URL: https://share.tafensw.edu.au/share/items/40b02ff1-0175-4b64-8e99- 7e4cc66c5121/0/?attachment.uuid=a5f52316-bd6b-4c34-8559-68f43ade383c), or as advised by your teacher, draft an email to your supervisor Pablo Marchant escalating this matter to them for action. Document title: BSBINS203 _AE_Sk2of2 Page 14 of 19

Part 5 – Scenario 5 To complete this part of the assessment, you must answer questions related to the below scenario that will demonstrate your ability to complete skills-based tasks to industry standards. Your responses will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria in the assessment checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance. Once completed, submit this assessment and the tasks and activities you are required to complete to your Teacher/Assessor for marking. Scenario You are working as a Library Technician at a library for example Azure Beach Public Library and you are approached at the information desk by a customer who says the following: “Hi – my name is Darren. I’ve just moved to the area from Queensland and am studying at TAFE NSW. I’d like to become a full adult member of the library please. I have a Medicare card here with me that can confirm my identity.” Complete the following activity: 1. Review the LibraryWorld Instructions for Adding a New Patron Record document from the ABPL Intranet page, or as advised by your teacher, and confirm what additional information is needed from Darren to create a patron record for them. Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b-216b-473a-bf3e- 60658163ef7a/0/?attachment.uuid=ed5e1c4a-0769-454f-a755-49862c376a5c Document title: BSBINS203 _AE_Sk2of2 Page 15 of 19

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Part 6 – Scenario 6 To complete this part of the assessment, you must answer questions related to the below scenario that will demonstrate your ability to complete skills-based tasks to industry standards. Your responses will be used as part of the overall evidence requirements of the unit. You should refer to the list of criteria in the assessment checklist to understand what you need to demonstrate in this section of the assessment. This checklist outlines the assessment criteria used to assess your performance. Once completed, submit this assessment and the tasks and activities you are required to complete to your Teacher/Assessor for marking. Scenario You are working as a Library Technician at a library for example Azure Beach Public Library (ABPL) and you have been tasked with checking and processing 10 new large print books that the library has received as a donation. Complete the following question : 1. Outline what steps you would take to correctly check and process the 10 new books in accordance with ABPL’s Processing Library Resources Policy (Long URL: https://share.tafensw.edu.au/share/items/b5b52f4b-216b-473a-bf3e- 60658163ef7a/0/?attachment.uuid=b1d38b30-ee4d-4773-9958-12d74dce9123) or as advised by your teacher. Document title: BSBINS203 _AE_Sk2of2 Page 16 of 19

Document title: BSBINS203 _AE_Sk2of2 Page 17 of 19

Assessment checklist The following checklist will be used to mark your performance against the assessment criteria of the skills assessment. Use this checklist to understand what skills and/or knowledge you need to demonstrate during this assessment. All the criteria described in the Assessment checklist must be met. Table 3 Assessment Checklist Task # Task/Activity performed S U/S Assessor comments Part 1, Q1 See observation checklist ☐ ☐ Part 2, Q1 Outline what options are available to the customer to pay the fine? ☐ ☐ Part 2, Q2 Outline what steps must be followed to request an interlibrary transfer to Azure Beach Public Library or as advised by your teacher from Bondi Beach Public Library. ☐ ☐ Part 2, Q3 Summarise the information that should be shared with the customer regarding the interlibrary transfer. ☐ ☐ Part 3, Q1 Outline how the two activities should be prioritised (minimum 50 words). ☐ ☐ Part 3, Q2 Outline ABPL’s approach or as advised by your teacher to reservations to be shared with the customer. ☐ ☐ Part 4, Q1 Access LibraryWorld, or as advised by your teacher, and provide the address, date of birth and mobile phone number on record for Karina Anderson or a customer advised by your teacher. ☐ ☐ Part 4, Q2 Outline any irregularities that exist based on the request. ☐ ☐ Part 4, Q3 Draft an email to Pablo Marchant escalating the irregularity/irregularities found. ☐ ☐ Part 5, Q1 Outline what additional information is needed from the customer to create a patron record in LibraryWorld or as advised by your teacher. ☐ ☐ Part 6, Q1 Outline what steps you would take to correctly check and process the 10 new books in accordance with Azure Beach Public Library’s Processing Library Resources Policy, or as advised by your teacher. ☐ ☐ Document title: BSBINS203 _AE_Sk2of2 Page 18 of 19

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Assessment feedback NOTE: This section must have the Teacher/Assessor and student signature to complete the feedback. If you are submitting through the TAFE NSW online learning platform, your Teacher/Assessor will give you feedback via the platform. Assessment outcome ☐ Satisfactory ☐ Unsatisfactory Assessor feedback ☐ Has the assessment declaration for this assessment event been signed and dated by the student? ☐ Are you assured that the evidence presented for assessment is the student’s own work? ☐ Was reasonable adjustment in place for this assessment event? If yes, ensure it is detailed on the assessment document. Comments : Assessor name, signature and date Student acknowledgement of assessment outcome Would you like to make any comments about this assessment? Student name, signature and date Document title: BSBINS203 _AE_Sk2of2 Page 19 of 19

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