Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

analytical skills to interpret feedback and improve service determine level of risk and identify and solve problems with property asset service requests

communication skills to interpret and clarify tenant service requirements and written and oral information log service requests and prepare property asset service reports

computing skills to access the internet and web pages prepare and complete online forms lodge electronic documents and search online databases

interpersonal skills to develop and maintain rapport with tenants and relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

selfevaluation skills to assess and improve own performance

technology skills to use different forms of information and communication technologies

Required knowledge and understanding

fundamentals of customer service

individual and collective tenancy service arrangements

industry practices and benchmarks with regard to service provision

lease rights and responsibilities

organisational and professional procedures ethical practices and business standards

relevant federal and state or territory legislation and local government regulations related to

antidiscrimination

consumer protection

environmental issues

equal employment opportunity EEO

financial probity

franchise and business structures

industrial relations

property sales leasing and management

risk management associated with tenancy

standard operating procedures

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

Overview of assessment

This unit of competency could be assessed through practical demonstration of building and maintaining customer service relationships with tenants to respond effectively to service requests Targeted written including alternative formats where necessary or verbal questioning to assess the candidates underpinning knowledge would provide additional supporting evidence of competence The demonstration and questioning would include collecting evidence of the candidates knowledge and application of ethical standards and relevant federal and state or territory legislation and regulations This assessment may be carried out in a simulated or workplace environment

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

A person who demonstrates competency in this unit must be able to provide evidence of

consulting with tenants to determine service requirements

knowledge of organisations practices ethical standards and legislative requirements associated with building and maintaining customer service relationships with tenants

logging and reporting service requests

obtaining feedback on customer service from tenants colleagues and supervisors

responding to service requests promptly and determining appropriate action

Context of and specific resources for assessment

Resource implications for assessment include

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services

Where applicable physical resources should include equipment modified for people with disabilities

Access must be provided to appropriate learning andor assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

Validity and sufficiency of evidence require that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the persons competence

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

where assessment is for the purpose of recognition RCCRPL the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated projectbased activity and must include evidence relating to each of the elements in this unit

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions and will reflect the requirements of the competency and the work being performed

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. Bold italicised wording in the performance criteria is detailed below. 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.

Tenant may include the following users:	commercial hospitality industrial residential retail single multiple, with a known contact point in the premises.
Service requests may:	vary from those outside the terms of the service contract require authorisation to proceed to those which are within the service contract and level of authority designated to liaison personnel.
Organisational requirements may be outlined and reflected in:	access and equity principles and practice guidelines business and performance plans complaint and dispute resolution procedures goals, objectives, plans, systems and processes legal and ethical requirements and codes of practice mission statements and strategic plans OHS policies, procedures and programs policies and procedures in relation to client service quality and continuous improvement processes and standards quality assurance and procedure manuals.
Legislative requirements may be outlined and reflected in:	Australian standards codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law environmental and zoning laws affecting access security, access and property use general duty of care to clients home building requirements local regulations and by-laws quality assurance and certification requirements relevant federal, and state or territory legislation that affects organisational operation, including: anti-discrimination and diversity environmental issues EEO industrial relations OHS relevant privacy laws strata, community and company titles tenancy agreements trade practices laws and guidelines.
Relevant people may include:	agents clients colleagues engineers and technicians government personnel legal representatives members of industry associations property owners subcontractors supervisors technical experts tenants.
Feedback may be sought from:	tenants supervisors and colleagues formal and informal performance appraisals tenant meetings workplace assessment.