Required skills

communication skills to interact effectively in an intercultural context with clients coworkers and stakeholders

initiative and enterprise skills to

contribute to improvement of organisational procedures and policies

work within relevant legislative and regulatory frameworks

make appropriate referral to external agencies and groups

follow complaints procedures deal sensitively with clients and participate in complaint and conflict resolution processes ensuring that the processes comply with legislation and organisational policies

effectively liaise with external and internal clients and stakeholders

learning skills to interpret relevant legislation codes and regulations

literacy skills to prepare reports and documents for relevant stakeholders

negotiation and conflict management skills

planning and organising skills to develop review and disseminate accurate accommodation provider lists to facilitate regular effective visits to providers

problemsolving skills to resolve problems in managing and providing accommodation services

selfmanagement skills to manage own work and the work of others for accommodation services provision to manage time and client appointments

teamwork skills to lead a team and to review procedures in cooperation with other team members

technology skills to manage accommodation information databases

Required knowledge

culturally appropriate requirements in accommodation options to meet cultural preferences in food preparation hygiene and lifestyle

insurance needs appropriate to accommodation options

legislation governing welfare for students under years of age

management principles and practices and client services standards in an international education organisation context

processes for dealing with accommodation issues and conflict

range of accommodation options appropriate to particular international clients

responsibilities of supervisors of accommodation and institutional managers

sources of cultural or languagebased assistance

tenancy legislation

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

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

Evidence of the following is essential

informing clients about and providing appropriate accommodation options for international clients

ensuring culturally appropriate provision of accommodation

demonstrating protocols for client advocacy privacy confidentiality and dealing appropriately with grievances and conflicts

knowledge of legislation governing welfare for students under years of age and tenancy legislation

Context of and specific resources for assessment

Assessment must ensure

access to opportunities to participate in a range of practical exercises and projects

access to relevant documents

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

evaluation of supervisors reports on how the candidate manages international client accommodation services

analysis of projects case studies completed records and reports developed by the candidate

review of documentation recording accommodation needs of individual international students

oral or written questioning to assess knowledge of culturally appropriate requirements in accommodation options to meet cultural preferences in food preparation hygiene and lifestyle

review of procedures established for managing accommodation

review of documentation outlining action taken on reports received on accommodation services and facilities

evaluation of strategies established for the continuous improvement of accommodation services

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

other educational administration units

International clients may include:

Appropriate accommodation options may include:

Relevant legislative documents may include:

Relevant legislative and regulatory compliance requirements may include: