CHCSOH002 - Manage and maintain tenancy agreements and services
Assessor Resource
CHCSOH002 Manage and maintain tenancy agreements and services
Assessment tool
Version 1.0 Issue Date: May 2024
This unit describes the skills and knowledge required to manage tenancy agreements and associated housing services.
This unit applies to work in a social housing context in agencies responsible for sustainable tenancy management. Workers are required to exercise judgement and sensitivity when working with clients within clearly defined processes and procedures.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT
PERFORMANCE CRITERIA
Elements define the essential outcomes
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Complete tenancy agreement
1.1 Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
1.2 Complete written property conditions report
1.3 Inform clients of money and other documentation required prior to sign-up
1.4 Advise clients of the rebate and rental payment options
1.5 Address all legal requirements in respect of executing agreements
1.6 Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement
2. Explain the policies and procedures 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 Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
2.3 Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
3. Recognise crisis and the need for immediate intervention
3.1 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
3.2 Utilise specialist expertise of other agencies and community services
3.3 Identify crisis situations and follow organisation’s intervention procedures
3.4 Comply with 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. Facilitate landlord and tenant responsibilities (per the tenancy agreement)
4.1 Follow organisation’s procedures for inspections, maintenance and complaints handling
4.2 Manage rental accounts in accordance with current guidelines
4.3 Manage rental bonds 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 Inform clients and landlords of their rights and responsibilities
5. Respond with sensitivity to tenant’s changing needs and circumstances
5.1 Implement criteria for succession to proceed
5.2 Request and review supporting documentation
5.3 Check supporting documentation for accuracy and use in decision-making process
5.4 Identify asset management issues
6. Manage tenancy termination processes
6.1 Determine reasons for tenancy termination
6.2 Follow organisation procedures and legal processes for termination
6.3 Maintain client confidentiality within organisation policies and procedures
6.4 Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
6.5 Complete all termination documentation and filing in accordance with role
7. Manage eviction process
7.1 Negotiate with tenant advocates and/or legal representatives
7.2 Follow eviction procedures of organisation
8. Facilitate appeal process
8.1 Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
8.2 Gather information on changes in circumstances and use to inform appeal process
8.3 Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
8.4 Review facts obtained previously and make decision as per delegation
8.5 Document appeals decision
9. Take appropriate action in response to a complaint about tenant
9.1 Investigate complaint and determine if the client has attempted to resolve the problem
9.2 Decide whether intervention should be taken by organisation
9.3 Document case if decision is made that the organisation should intervene
9.4 Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
9.5 Write and file a comprehensive record of complaint and action taken
10. Resolve problems
10.1 Consult with relevant people and agencies in accordance with confidentiality requirements
10.2 Identify all options
10.3 Mediate between involved parties in an attempt to reach mutually accepted resolutions
10.4 Adhere to legal responsibility of reporting alleged criminal behaviour
Submission Requirements
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Assessment task 1: [title] Due date:
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Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
ELEMENT
PERFORMANCE CRITERIA
Elements define the essential outcomes
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Complete tenancy agreement
1.1 Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
1.2 Complete written property conditions report
1.3 Inform clients of money and other documentation required prior to sign-up
1.4 Advise clients of the rebate and rental payment options
1.5 Address all legal requirements in respect of executing agreements
1.6 Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement
2. Explain the policies and procedures 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 Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
2.3 Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
3. Recognise crisis and the need for immediate intervention
3.1 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
3.2 Utilise specialist expertise of other agencies and community services
3.3 Identify crisis situations and follow organisation’s intervention procedures
3.4 Comply with 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. Facilitate landlord and tenant responsibilities (per the tenancy agreement)
4.1 Follow organisation’s procedures for inspections, maintenance and complaints handling
4.2 Manage rental accounts in accordance with current guidelines
4.3 Manage rental bonds 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 Inform clients and landlords of their rights and responsibilities
5. Respond with sensitivity to tenant’s changing needs and circumstances
5.1 Implement criteria for succession to proceed
5.2 Request and review supporting documentation
5.3 Check supporting documentation for accuracy and use in decision-making process
5.4 Identify asset management issues
6. Manage tenancy termination processes
6.1 Determine reasons for tenancy termination
6.2 Follow organisation procedures and legal processes for termination
6.3 Maintain client confidentiality within organisation policies and procedures
6.4 Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
6.5 Complete all termination documentation and filing in accordance with role
7. Manage eviction process
7.1 Negotiate with tenant advocates and/or legal representatives
7.2 Follow eviction procedures of organisation
8. Facilitate appeal process
8.1 Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
8.2 Gather information on changes in circumstances and use to inform appeal process
8.3 Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
8.4 Review facts obtained previously and make decision as per delegation
8.5 Document appeals decision
9. Take appropriate action in response to a complaint about tenant
9.1 Investigate complaint and determine if the client has attempted to resolve the problem
9.2 Decide whether intervention should be taken by organisation
9.3 Document case if decision is made that the organisation should intervene
9.4 Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
9.5 Write and file a comprehensive record of complaint and action taken
10. Resolve problems
10.1 Consult with relevant people and agencies in accordance with confidentiality requirements
10.2 Identify all options
10.3 Mediate between involved parties in an attempt to reach mutually accepted resolutions
10.4 Adhere to legal responsibility of reporting alleged criminal behaviour
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice
Yes
No
Comments/feedback
Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
Complete written property conditions report
Inform clients of money and other documentation required prior to sign-up
Advise clients of the rebate and rental payment options
Address all legal requirements in respect of executing agreements
Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement
Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears
Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
Utilise specialist expertise of other agencies and community services
Identify crisis situations and follow organisation’s intervention procedures
Comply with legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless
Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless
Follow organisation’s procedures for inspections, maintenance and complaints handling
Manage rental accounts in accordance with current guidelines
Manage rental bonds in accordance with organisations policies and relevant legislation
Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines
Inform clients and landlords of their rights and responsibilities
Implement criteria for succession to proceed
Request and review supporting documentation
Check supporting documentation for accuracy and use in decision-making process
Identify asset management issues
Determine reasons for tenancy termination
Follow organisation procedures and legal processes for termination
Maintain client confidentiality within organisation policies and procedures
Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
Complete all termination documentation and filing in accordance with role
Negotiate with tenant advocates and/or legal representatives
Follow eviction procedures of organisation
Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
Gather information on changes in circumstances and use to inform appeal process
Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
Review facts obtained previously and make decision as per delegation
Document appeals decision
Investigate complaint and determine if the client has attempted to resolve the problem
Decide whether intervention should be taken by organisation
Document case if decision is made that the organisation should intervene
Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
Write and file a comprehensive record of complaint and action taken
Consult with relevant people and agencies in accordance with confidentiality requirements
Identify all options
Mediate between involved parties in an attempt to reach mutually accepted resolutions
Adhere to legal responsibility of reporting alleged criminal behaviour
Implement criteria for succession to proceed
Request and review supporting documentation
Check supporting documentation for accuracy and use in decision-making process
Identify asset management issues
Forms
Assessment Cover Sheet
CHCSOH002 - Manage and maintain tenancy agreements and services
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Assessment Record Sheet
CHCSOH002 - Manage and maintain tenancy agreements and services
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