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

Elements and Performance Criteria

1. Identify and address service requirements of owners and occupiers.
   • 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.
2. Monitor service provision.
   • 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.
3. Report and make recommendations on 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.

Range Statement

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.

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Performance Evidence

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.

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Knowledge Evidence

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.

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