Document Delivery Competencies

LIBRARY

DOCUMENT DELIVERY COMPETENCIES

This document identifies the key competency areas, and the skills and knowledge required of staff engaged in providing the Library Document delivery and Inter-library Loan Service. It includes the full range of modes through which that service is currently provided. The document is constructed around the competencies required, rather than the modes of provision of the service, in recognition of the changing environment surrounding the location and delivery of information to Library patrons. This document may be used to identify Key Skill Areas and training needs for PP&r purposes; and as a reference for performance management and on-going training of staff involved in Document Delivery activities.

Five core competency areas have been identified as follows:

1. Staff will be able to operate relevant facilities and equipment to support client enquiries.

2. Document Delivery staff will be able to facilitate client use of the Library’s Document Delivery services.

3. Staff will demonstrate a high level of skills in client-focused service.

4. Document Delivery Staff will be able to deal effectively with health and safety issues.

5. Document Delivery staff will be able to collect and compile Library required statistics.

In addition, a number of Competencies specific to the Borrowing (Requesting) and Lending (Supply) parts of QUT Document Delivery services, and which are not required by all Document Delivery staff, have been listed separately. For each of the competencies, the skills and knowledge required to achieve each competency have been identified for each of the modes by which the Finally a list of training and information sources is included for each of the Skills and Knowledge items identified.

Document Delivery Competencies 23/6/04 v.1.1 Document Delivery Competencies 23/6/04 v.1.1 Document Delivery Lending and Borrowing Competencies

TITLE / COMPETENCY KNOWLEDGE BASE TRAINING REQUIRED TRAINING SOURCE

1. Document Delivery staff 1. Staff will be familiar with the 1. Training required 1. Training Source will be able to operate following aspects of Document  Work area layout and  Induction manual section facilities and Delivery services: storage  Supervisor/QUT staff help desk, equipment to support client  PC sign on / signoff http://www.its.qut.edu.au/ queries (HEW3/4)  Logging on and operating procedures  Supervisor, Document delivery Document Delivery PCs, Policy, Document delivery scanners, fax machines,  Document Delivery Policies Procedures manual printers, photocopiers etc. and procedures https://intranet.library.qut.edu  Identifying and locating .au/lending_docdel/docdel/re Document Delivery tools and s_tools/gpprocedures/index. equipment held in the html Document Delivery work area.  DD Supervisor, Document  Understanding, use of, and  Administrative procedures delivery procedures manual contribution to administrative  DD Supervisor, QUT staff help functions including statistics,  Document Delivery desk, forms, manuals, policy and Technology http://www.its.qut.edu.au/, procedure, etc. Library Systems Group,  Knowledge to deal effectively https://intranet.library.qut.edu with equipment breakdowns .au/systems/  Supervisor, SCPS  Photocopier, fax and printer maintenance (basic)

Document Delivery Competencies 23/6/04 v.1.1 TITLE / COMPETENCY KNOWLEDGE BASE TRAINING REQUIRED TRAINING SOURCE

2. Document Delivery staff will 2. Staff will have an in depth 2. Training required 2. Training Source be able to facilitate client understanding of the range of  Document Delivery Policies  Document Delivery Policy and use of the Library’s Document Delivery services and procedures procedure Document Delivery available to eligible QUT clients. manualshttps://intranet.library.qu services. (HEW 3/4) t.edu.au/lending_docdel/docdel/r  Basic QUT parameters es_tools/gpprocedures/index.ht regarding authentication,  QUT Web Pages and Virtual ml email, web forms, PINS and  CMD  DD Supervisor/Library Intranet server operation  Lending services  DD and loans Desk Supervisors  Access to QUT Virtual data  Loans desk Supervisor, Lending  Problem identification and  Library locations (e.g. Stack, Services Procedures Manual trouble shooting procedures Store, theses, etc.)  Shelving Supervisor

3. Document Delivery staff will 3.1 Staff will demonstrate efficient, 3.1 Training Required 3.1 Training Source be able to provide both courteous and effective  Customer Service  Library Front-of House internal QUT clients and communication skills and training/Supervisor external clients with an effectively manage client  Conflict management/QUT  Front-of-House/ QUT Human effective interaction (HEW expectations including conflict Equity Basics Resources training programs 3/4) resolution  Communication skills  QUT Human Resources 3.2 3.2 Staff will be aware of resources  Resource products and full  Supervisor/Liaison and services offered by the Library text databases Librarians/Electronic Information and QUT faculties and divisions Services Librarian, Library web including: pages  Electronic information http://www.library.qut.edu.au/dat resources abases/  SCPS  Organisational structure and  Supervisor, LSC, Induction  Audio-Visual Services responsibilities. manual, Intranet, QUT web  Student/Staff Computing Help pages, Lending Services Policy Desks and procedure manuals  Student Centre (Administration)  Justices of the Peace  MOPP

Document Delivery Competencies 23/6/04 v.1.1 TITLE / COMPETENCY KNOWLEDGE BASE TRAINING REQUIRED TRAINING SOURCE  Liaison Librarians  Library Secretariat  Library Information Desk

4. Document Delivery Staff 4. Staff will be familiar with QUT 4. Training Required 4. Training Source will be able to deal health and safety policies and  QUT and Statutory Health  Library health and safety training effectively with health and procedures as they apply to the and Safety requirements run monthly by Supervisors safety issues (HEW3/4) Document Delivery environment:  Backcare  QUT Health and Safety training  Scanning  Workstation setup programs  Extensive PC use http://www.hrd.qut.edu.au/health safety/healthsafe/hstraining.jsp 5. Document Delivery staff will 5. Knowledge of the procedures for 5. Training Required 5 Training Source be able to collect and Document Delivery statistical  QUT and CAUL statistics  Document Delivery Supervisor compile Library required recording and collection i.e.  Library Performance Document Delivery Procedure statistics (HEW 3/4) Normal/priority requests; GU QU Indicators manual and other requests https://intranet.library.qut.edu.a u/lending_docdel/docdel/res_to ols/gpprocedures/index.html

Document Delivery Lending Competencies

TITLE / COMPETENCY KNOWLEDGE BASE TRAINING REQUIRED TRAINING SOURCE 6. Document Delivery staff will 6. Knowledge of the functionality of; 6. Training required 6. Training Source be able to process requests  KDD – ability to access and  Internal section training  Procedures manuals from other Libraries for retrieve requests sent to QUT  Kinetica Document Delivery  Official KDD training sessions material held in the QUT and complete receipt process  Communication  QUT Human Resources/Library collection – Document  QUT Lending Procedures and training Delivery Lending (HEW3) policies  QUT Library Loans Policy  DD Supervisor  QUT systems:  Millennium ILL/Circulation  DD Supervisor/Loans Desk Webmail/Eudora for retrieving modules Supervisor Document Delivery and ICL requests  Document Delivery  Document Delivery Millennium ILL /Circulation technology Supervisor/Library System  Ariel scanner operations Group

Document Delivery Competencies 23/6/04 v.1.1  ILRS Code for charging  Location and use of  Document delivery  Australian Libraries gateway Australian and International Supervisor/DD procedures  International practices, codes Document Delivery manual and directories directories and codes https://intranet.library.qut.edu.au /lending_docdel/docdel/index.ht ml

Document Delivery Borrowing Competencies

TITLE / COMPETENCY KNOWLEDGE BASE TRAINING REQUIRED TRAINING SOURCE

7. Document Delivery staff will 7.1 Knowledge of - 7.1 Training required 7. Training Source be able to perform basic 1. Millennium Interlibrary Loan  Document delivery policies  Document Delivery Policy and searching and requesting to Module – Acquire, Receipt and and procedures procedure fill patron requests – Return of items  Millennium ILL training manualshttps://intranet.library.q Document Delivery 2. Kinetica Document Delivery ut.edu.au/lending_docdel/docd Borrowing (HEW3/4) Module – Searching, el/res_tools/gpprocedures/inde Requesting and Receipting of x.html items  https://intranet.library.qut.edu.au 3. KineticaWeb searching /lending_docdel/docdel/res_tool 4. Basic verification tools, e.g. – s/index.html Databases, Ulrichs and  Kinetica Document Delivery  KDD Facilitated training/DD Periodical Abbreviations training Supervisor 5. International DD practices and  Awareness of services  Global ILL Policies and conventions available for global Directories, DD procedures document delivery policies manual- https://intranet.library.qut.edu.a u/lending_docdel/docdel/index. html

8. Document Delivery staff will 8. Knowledge of: 8. Training required 8. Training Source be able to perform  Document Delivery Policies Document delivery policies and  Procedures Manual- advanced searching and and procedures procedures https://intranet.library.qut.edu.a apply critical thinking to  QUT database subscriptions u/lending_docdel/docdel/index.

Document Delivery Competencies 23/6/04 v.1.1 solve problem requests -  Suppliers (when and who to html, Document Delivery Document Delivery use) e.g. BLDSC, OCLC, Supervisor Borrowing (HEW 4) Subito and others Database and Internet Training  In-house training provided by  Verification tools Reference staff and DD  Advanced Internet searching Supervisor, Procedures  Decision making skills manual-  ILRS Code https://intranet.library.qut.edu.a  Directories u/lending_docdel/docdel/index. html

9. Document Delivery staff will 9. How to take initiative in 9. Training required 9. Training Source be able to self manage- completing work  Time management  QUT HR Time management Document Delivery How to prioritise and organize course Borrowing (HEW 4) task  Supervisory skills  Lending Services Manager Staff supervision

10. Document Delivery staff 10. How to obtain current information 10. Training required 10 Training Source will be able to keep abreast on  Discussion email Lists e.g.–  DD Supervisor of new trends and the Global Interlending Doclibs and KDD developments in Interlibrary environment  Database Internet Literature  DD Supervisor, Liaison Lending - Document searches Librarians Delivery Borrowing (Hewa  International DD Directories 4)  DD procedures manual – https://intranet.library.qut.edu.au /lending_docdel/docdel/index.ht ml

Document Delivery Competencies 23/6/04 v.1.1