Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit describes the knowledge and skills required to manage tenancy agreements and associated housing services, including termination, where necessary, for application in agencies responsible for sustainable tenancy management |
Application of the Unit
Application |
This unit is to be applied in the social housing context of community services work |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Correctly complete tenancy agreement |
1.1 Complete all necessary clerical and administrative functions as required 1.2 Make suitable appointment time for signing and organise interpreters, if necessary 1.3 Complete property conditions report 1.4 Inform clients of documentation and money required prior to sign-up 1.5 Advise clients of the rebate and rental payment options when necessary 1.6 Supply clients with all relevant information 1.7 Address all legal requirements in respect of executing agreements 1.8 Organise documentation and legal representation for 'under age' client prior to signing tenancy agreement |
2. Explain the range of housing services provided to new tenants |
2.1 Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears 2.2 Where applicable, provide information on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation, to new tenants 2.3 Follow relevant organisation or department policies and procedures 2.4 Explain the maintenance system e.g. urgent, priority, normal, after hours to new tenants 2.5 Explain the rental rebate system and grievance procedures to new tenants 2.6 Explain other services provided by the organisation as applicable 2.7 Make explanations simply and clearly, taking into account cultural, mental, physical and intellectual differences of tenants |
3. Recognise crisis and the need for immediate intervention |
3.1 Utilise specialist expertise of other agencies and community services as appropriate 3.2 Apply organisation procedures to crisis situations 3.3 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless 3.4 Work with understanding of legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless 3.5 Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless |
4. Promote landlord and tenant responsibilities (per the tenancy agreement) |
4.1 Ensure maintenance of dwellings through inspections and review of complaints 4.2 Manage rental accounts in accordance with current guidelines 4.3 Manage rental bonds, if applicable, in accordance with organisations policies and relevant legislation 4.4 Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines 4.5 Ensure clients are made aware of their rights and responsibilities, including landlord responsibilities |
5. Respond to tenant's changing needs |
5.1 Implement criteria for succession to proceed 5.2 Display sensitivity to client circumstances 5.3 Request and note supporting documentation 5.4 Check supporting documentation for accuracy and use in decision-making process 5.5 Consider asset management issues |
6. Manage tenancy termination processes, where necessary |
6.1 Apply understanding of reasons for tenancy termination 6.2 Apply correct understanding of tenancy termination processes 6.3 Follow termination procedures of organisation, including fulfilling legal requirements 6.4 Maintain client confidentiality within organisation policies and procedures 6.5 Assist tenants, where appropriate, including referrals to appropriate tenant/advocate/legal representation 6.6 Complete all documentation and filing, as required |
7. Facilitate appeal process, where necessary |
7.1 Demonstrate understanding of appeal process and client right of appeal and use in work role 7.2 Give client a clear explanation of appeal process 7.3 Encourage clients to present all facts relevant to appeal 7.4 Gather information on changes in circumstances and use to inform appeal process 7.5 Arrange an interview if necessary and assess the need for an interpreter or advocate 7.6 Request relevant information during interview 7.7 Review facts obtained previously and make decision as per delegation 7.8 Document decision |
8. Take appropriate action in response to a complaint |
8.1 Investigate complaint appropriately by listening to the person lodging the complaint and visiting parties concerned and neighbours 8.2 Conduct investigation to determine if the client has attempted to resolve the problem e.g. talked to neighbours, contacted police, council, department of community services 8.3 Decide whether intervention should be taken by organisation 8.4 Document case if decision is made that the organisation should intervene 8.5 Gather information, reports, etc. from tenants, neighbours, police, tenant groups, etc. 8.6 File a comprehensive record of complaint and action taken |
9. Use other agencies to assist in resolving a problem |
9.1 Seek other relevant people's opinions via confidential interviews when necessary 9.2 Consider all options 9.3 Mediate between involved parties in an attempt to resolve situation satisfactorily 9.4 Adhere to legal responsibility of reporting alleged criminal behaviour |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability to:
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate this unit of competency : |
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Access and equity considerations : |
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Context of and specific resources for assessment : |
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Method of assessment : |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any 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. |
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Relevant information may be gathered : |
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Relevant information may be delivered in the form of : |
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Advise clients may include , but is not limited to : |
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Information or advice may be provided in the form of , but not restricted to : |
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Other information that may be provided to new tenants is : |
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Legal requirements may be detailed in : |
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Eligibility criteria for tenants are outlined in : |
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Crisis situations may include : |
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Tenant's changing needs may include : |
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Supporting documentation may be : |
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Note support documentation may be carried out : |
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Asset management issues may include : |
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Intervention may include : |
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Options to resolve a problem may include : |
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Reasons for tenancy termination may include : |
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Unit Sector(s)
Not Applicable