Unit of competency
Modification History
Release 1.
New unit of competency.
This version first released with CPP Property Services Training Package Version 5.
Application
This unit of competency specifies the outcomes required to identify and respond to service requirements of owners and occupiers, and to report on the service provision of strata managers. It requires the ability to determine service requirements of owners and occupiers, monitor service provision to ensure compliance with management agreement and budget parameters, and report on service provision to owners and occupiers in strata communities.
The unit supports the work of those involved in managing strata communities who have responsibility for monitoring the service requirements of owners and occupiers and reporting on service provision. It applies to strata managers.
Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Pre-requisite Unit
Nil
Competency Field
Strata community management
Unit Sector
Property services
Elements and Performance Criteria
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. |
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1. |
Identify and address service requirements of owners and occupiers. |
1.1. |
Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information. |
1.2. |
Communication protocols and points of contact for owners and occupiers with strata manager are established. |
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1.3. |
Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned. |
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1.4. |
Potential difficulties in dealing with service requests of owners and occupiers are identified and addressed or referred to responsible officer in strata management organisation for recommended action. |
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1.5. |
Service requests from owners and occupiers are analysed to determine risk factors and where necessary are referred to emergency services in line with organisational risk management procedures. |
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1.6. |
Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner. |
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1.7. |
Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken. |
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2. |
Monitor service provision. |
2.1. |
Information on service provision is routinely collected and analysed. |
2.2. |
Service provision is monitored to ensure compliance with management agreement and budget parameters. |
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2.3. |
Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision. |
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3. |
Report and make recommendations on service provision. |
3.1. |
Reports on service provision are prepared and communicated to owners and occupiers. |
3.2. |
Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment. |
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3.3. |
Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. |
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Skill |
Performance feature |
Learning skills to: |
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Numeracy skills to: |
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Oral communication skills to: |
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Reading skills to: |
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Writing skills to: |
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Technology skills to: |
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Range of Conditions
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. |
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Service requests must include those that: |
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Information must include: |
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Unit Mapping Information
No equivalent unit.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b