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Elements and Performance Criteria

  1. Correctly complete tenancy agreement
  2. Explain the range of housing services provided to new tenants
  3. Recognise crisis and the need for immediate intervention
  4. Promote landlord and tenant responsibilities (per the tenancy agreement)
  5. Respond to tenant's changing needs
  6. Manage tenancy termination processes, where necessary
  7. Facilitate appeal process, where necessary
  8. Take appropriate action in response to a complaint
  9. Use other agencies to assist in resolving a problem

Required Skills

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

All aspects of the rental system including knowledge of residential tenancy legislation

Grievance procedures

Rights and responsibilities of clients and the organisation

Organisations complaints process

Principles of sustaining tenancies

Socioeconomic impact of homelessness

Primary secondary and tertiary definitions of homelessness

Essential skills

It is critical that the candidate demonstrate the ability to

Demonstrate compliance with legislative and organisation requirements

Respond appropriately to immediate client needs including needs of individuals who are experiencing homelessness or who are at risk of becoming homeless

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

Demonstrate the application of skills in

effective customer relations

administration to manage tenancy arrangements

Maintain documentation as required including effective use of relevant information technology in line with work health and safety WHS guidelines

Evidence Required

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

This unit must be assessed in realistic workplace situations or relevant simulated work environments

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

Method of assessment

Assessment may be via observation questioning and examination of documentation

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Relevant information may be gathered:

From written sources

By observation

From inside the organisation

From external sources

Relevant information may be delivered in the form of:

Informal discussion

Structured interview


Correspondence/written reports



Posters/graphic representation

Advise clients may include, but is not limited to:

Rights and obligations - Residential Tenancy Act

Rights and obligations in relation to policies and procedures of housing provider

Rights and obligations under other legislation related to residential tenancies

Location of type of housing providers and/or related support agencies available

Information or advice may be provided in the form of, but not restricted to:

Informal discussion

Structured interview

Telephone discussion

Written information, pamphlets, brochures, newsletters, etc

Posters/graphic representations


Other information that may be provided to new tenants is:

Tenant handbook

Relevant brochures:

Payment options

Contact details for the organisation

Guarantee of service

Maintenance procedures

Rebates process

Mutual exchange

Local government regulations (services provided)

Community information

Special services specific to allocated area

Legal requirements may be detailed in:

Residential Tenancies Act and regulations

Eligibility criteria for tenants are outlined in:

Current Housing Authority guidelines

Community Housing Policy

Public housing policy

Crisis situations may include:

Extensive property damage

Tenant experiencing family violence

Deaths in the property

Tenant's changing needs may include:


Change in household circumstances (e.g. increase or decrease in size

Need for disability modifications

Supporting documentation may be:

Proof of meeting housing body eligibility requirements e.g. identification and income

Proof of circumstance:

Marriage certificate

Death certificate

Search on 'rebate'

Custody documents

Statutory declaration from outgoing tenant agreeing to succession of tenancy

Note support documentation may be carried out:

By photocopying documentation

Asset management issues may include:

Assets 'under occupancy'




Intervention may include:

Referral to Community Justice Centre

Referral to Community Health Centre

Referral to housing information services

Referral to other community support services

Options to resolve a problem may include:

Rehouse one or more tenants

Mutual exchange

Referral to Community Justice Centre or other legal resources

Involvement of Community Health Centre

Proceed to Residential Tenancy Tribunal for orders - nuisance and annoyance

Reasons for tenancy termination may include:

Voluntary (e.g. instigated by tenant)

Involuntary (e.g. eviction)


Tenant no longer eligible for assistance (e.g. no longer meets eligibilitycriteria)