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Elements and Performance Criteria

1. Elements define the essential outcomes
2. Receive maintenance enquiry
   • Promptly establish client requirements and degree of urgency
   • Allocate a priority to enquiries and determine additional research and follow up requirements
3. Research information to follow up enquiries
   • Identify information relevant to the client’s needs from organisation and industry sources
   • Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required
   • Assess probability of associated problems and impact on property operations from available information and advise other parties
4. Determine suitable response in accordance with organisation and legal requirements
   • Establish need for written and/or verbal response or action
   • Prepare a response consistent with industry codes of practice and relevant legislation
   • Prepare response to the enquiry within required timeframe
5. Communicate advice and information
   • Present written and verbal responses in clear and simple terms
   • Provide client with options and alternatives
   • Provide property information for routine and specified enquiries
   • Promptly attend to client requirements for follow up information
   • Seek feedback from client to ensure satisfaction with response, according to client needs
   • Schedule and confirm relevant bookings with client
6. Update relevant files and records
   • Complete documentation in accordance with organisation procedures
   • Promptly advise relevant staff of work allocations
   • Collate information on the type and source of enquiries to identify maintenance trends
   • Collate and analyse feedback from tenants and other stakeholders about contractor performance
   • Ensure maintenance is carried out in accordance with contract documentation and work health and safety (WHS) requirements
   • Recognise contractor non-compliance with performance requirements and act quickly to rectify position
   • Recommend changes to policy or service provision as appropriate