Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Manage resource requirements of a building surveying team.

1.1.

Scope and nature of work undertaken by the practice are reviewed and range of expertise required is identified and analysed to ensure sufficient resourcing.

1.2.

Competence of existing staff  to perform tasks is assessed and gaps in competence required by the practice are identified.

1.3.

Strategies to address skill and knowledge gaps, including the planned recruitment of staff with additional expertise, are formulated and implemented.

1.4.

Development and implementation of human resource policies are managed to ensure effective resourcing of the practice.

1.5.

Practice workload is assessed and work is allocated to building surveyors according to level of competence and relevant licensing requirements.

2.

Develop and implement service standards.

2.1.

Operational policies and processes  are developed and implemented to ensure work complies with legal and organisational requirements.

2.2.

Professional standards  are sourced or developed and communicated to staff.

2.3.

Service levels  consistent with statutory guidelines are established and monitored to ensure work is undertaken in line with agreed service levels and legislative and regulatory requirements where appropriate.

2.4.

Internal complaints resolution process is developed and details provided to staff to ensure consistent access to the process when required.

2.5.

Service standards are communicated to staff, and training is conducted or arranged where necessary to develop shared knowledge of organisational requirements.

3.

Monitor and manage staff performance.

3.1.

Performance objectives are developed, negotiated and agreed to by individual staff.

3.2.

Work undertaken by staff is monitored to identify areas for improvement and used to formulate targeted professional development activities.

3.3.

Annual performance reviews are conducted, and structured feedback aligned to job role and performance objectives is provided to individuals according to organisational procedures.

3.4.

Strategies to improve underperformance are developed in conjunction with relevant individuals and monitored according to workplace procedures.

3.5.

Reward and recognition processes are implemented according to workplace procedures.

4.

Respond to staff professional development needs.

4.1.

Individual staff development plans  are formulated and implemented to encourage ongoing learning and professional development.

4.2.

Staff meetings, feedback sessions and mentoring opportunities are developed and implemented to promote knowledge sharing and consistent application of policies and processes.

4.3.

Opportunities for staff to develop new skills and knowledge are identified and managed.

4.4.

Skills and competencies of junior staff are monitored to identify opportunities for extending the range of work undertaken, within licensing limitations.

5.

Manage team effectiveness.

5.1.

Strategies to facilitate effective communication within and across teams are developed and implemented.

5.2.

Regular feedback and direction are provided to the team to reinforce successful work and to correct underperformance.

5.3.

Teams are equipped with required human and technical resources to ensure effective performance.

5.4.

Conflict within or between teams is identified and addressed according to organisational procedures.

5.5.

Own leadership style is monitored and revised where appropriate to suit different workplace and staff management challenges.

This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria.

Skill 

Performance feature 

Numeracy skills to:

• use a variety of methods to estimate the number of staff and business hours required to complete projects.

Oral communication skills to:

• engage in complex oral negotiations, such as exploring issues related to client feedback and problem solving to improve internal work processes
• use specialised vocabulary readily understood by a team of building surveyors to explain or describe standards and role expectations.

Reading skills to:

• understand specialised vocabulary found in building legislation, codes and regulations as relevant to building surveying tasks and processes.

Writing skills to:

• organise content appropriately in policies, standards and internal procedures
• use a variety of strategies for planning, drafting, reviewing and proofreading the policies and procedures developed for the building surveying team.

Planning and organising skills to:

• lead teams, facilitating the achievement of outcomes through highly developed interpersonal, planning and time-management skills and team leadership.

Self-management skills to:

• contribute to effective team interactions by clarifying tasks and expectations and negotiating roles.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Competence of existing staff  must include consideration of:

• experience
• licence status
• qualifications
• skills and knowledge.

Operational policies and processes  must include:

• customer service standards
• dispute resolution
• privacy and confidentiality
• records management, including planning and building approvals received
• risk management
• safe work practices.

Professional standards  must include:

• code of conduct
• conflict of interest
• ethical standards
• privacy and confidentiality agreements
• quality standards
• service standards.

Service levels  must include:

• accuracy
• timeliness
• responsiveness to enquiries.

Development plans  must include:

• a range of on-the-job and off-the-job activities designed to develop the skills or knowledge required
• actions to be taken by the manager and the staff member
• identification of the skill or knowledge to be developed
• timeframe for skill or knowledge development.