Assessor Resource

CPPDSM4082
Monitor service requirements of owners and occupiers in strata communities

Assessment tool

Version 1.0
Issue Date: April 2024


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.

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.

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.

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.

1.3.

Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.

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.

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.

1.6.

Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.

1.7.

Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.

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.

2.3.

Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.

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.

3.3.

Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also identify and respond to service requirements of owners and occupiers and report on the service provision of strata managers as follows:

respond to three of the following different service requests from either owners or occupiers in a strata community:

one request that falls within the terms of the management agreement

one request that varies from the terms of the management agreement

one request that requires authorisation to proceed

collect relevant data and report to the owners and occupiers in a strata community on the quality of service provision of the strata manager.

In doing the above, the person must:

consult with owners and occupiers in a strata scheme to determine service requirements

log and report service requests

respond to service requests promptly and determine appropriate action

obtain feedback on service provision from owners and occupiers in a strata scheme

monitor and report on service provision to owners and occupiers in a strata scheme.

A person demonstrating competency in this unit must demonstrate knowledge of:

common areas of non-compliance and quality issues in relation to service provision in strata communities

risk identification and management procedures

role of strata community in relation to monitoring service provision of strata managers

services offered by strata managers

strata management agreements, including:

format

purpose

service requirements

obligations of strata community managers

strata manager requirements to report to owners and occupiers on service provision

techniques for:

gathering and analysing routine information gathered on service provision of strata managers

gathering feedback on service provision of strata managers

gathering information on service requirements of owners and occupiers in strata communities

communicating with owners and occupiers in strata communities.

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet, email and printing facilities

specifications:

strata community management agreement

qualitative and quantitative data on service provision in a strata scheme

organisational policies and procedures relating to identifying and responding to service requests from owners and occupiers in a strata community

relationship with team members and supervisor:

member of a work team in a property industry context.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

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.

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.

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.

1.3.

Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.

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.

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.

1.6.

Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.

1.7.

Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.

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.

2.3.

Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.

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.

3.3.

Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.

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.

Service requests must include those that:

fall within scope of management agreement

require authorisation to proceed

vary from the terms of the management agreement.

Information must include:

qualitative information on service provision

quantitative information on service provision.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also identify and respond to service requirements of owners and occupiers and report on the service provision of strata managers as follows:

respond to three of the following different service requests from either owners or occupiers in a strata community:

one request that falls within the terms of the management agreement

one request that varies from the terms of the management agreement

one request that requires authorisation to proceed

collect relevant data and report to the owners and occupiers in a strata community on the quality of service provision of the strata manager.

In doing the above, the person must:

consult with owners and occupiers in a strata scheme to determine service requirements

log and report service requests

respond to service requests promptly and determine appropriate action

obtain feedback on service provision from owners and occupiers in a strata scheme

monitor and report on service provision to owners and occupiers in a strata scheme.

A person demonstrating competency in this unit must demonstrate knowledge of:

common areas of non-compliance and quality issues in relation to service provision in strata communities

risk identification and management procedures

role of strata community in relation to monitoring service provision of strata managers

services offered by strata managers

strata management agreements, including:

format

purpose

service requirements

obligations of strata community managers

strata manager requirements to report to owners and occupiers on service provision

techniques for:

gathering and analysing routine information gathered on service provision of strata managers

gathering feedback on service provision of strata managers

gathering information on service requirements of owners and occupiers in strata communities

communicating with owners and occupiers in strata communities.

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet, email and printing facilities

specifications:

strata community management agreement

qualitative and quantitative data on service provision in a strata scheme

organisational policies and procedures relating to identifying and responding to service requests from owners and occupiers in a strata community

relationship with team members and supervisor:

member of a work team in a property industry context.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
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
Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information. 
Communication protocols and points of contact for owners and occupiers with strata manager are established. 
Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned. 
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. 
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. 
Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner. 
Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken. 
Information on service provision is routinely collected and analysed. 
Service provision is monitored to ensure compliance with management agreement and budget parameters. 
Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision. 
Reports on service provision are prepared and communicated to owners and occupiers. 
Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment. 
Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation. 

Forms

Assessment Cover Sheet

CPPDSM4082 - Monitor service requirements of owners and occupiers in strata communities
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPDSM4082 - Monitor service requirements of owners and occupiers in strata communities

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: