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

Business operations budget restraints and property maintenance processes

Organisations property maintenance policies and procedures

Relevant industry codes of practice and regulations

Organisations computer systems and processes

Types of client expectations including diversity of clients with complex needs

Legislative constraints and timelines

Essential skills

It is critical that the candidate demonstrate the ability to

Achieve client satisfaction with manner and approach to enquiry including the ability to change communication style where appropriate

Review the actual work performed under normal industry operating conditionsIf assessment of this is not practicable evidence obtained in simulated environments may be substituted

Review the actual work performed under normal industry operating conditions
If assessment of this is not practicable, evidence obtained in simulated environments may be substituted

Follow asset management principles

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

Access internal and external property information

Demonstrate the application of skills in

telephone client relations

interpersonal interactions

dispute resolution

verbal and written communication

questioning and listening

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

Critical aspects for assessment and evidence required to demonstrate this unit of competency

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Assessment of competency may be made through practical demonstration in the work environment or in an industry approved simulated work environment

Assessment should incorporate case files of work records demonstrating diversity of application of the performance criteria

It is recommended that assessment of this competency includes handling a client enquiry from at least four different client types with different client needs

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources required for assessment include access to

a work environment or relevant simulated work environment where assessment can take place

an appropriate property recording system

Method of assessment

In cases where the learner does not have the opportunity to cover all aspects of the work environment the remainder should be assessed through realistic simulations projects previous relevant experience or oral questioning on What if scenarios

Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on Essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

This unit is relevant to activity within the following market sectors:

Enquiries may include:

Inspection may cover:

Client may include:

Relevant bookings may include:

Documentation may be manual or computerised and may include:

Relevant legislation (Federal, State and Local) and industry codes of practice cover areas including: