Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCCH317A Mapping and Delivery Guide
Respond to property maintenance enquiries

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CHCCH317A - Respond to property maintenance enquiries
Description This unit describes the knowledge and skills required for application where housing workers and/or community service workers are required to respond to maintenance enquiries relating to social housing properties
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application This unit applies to property found in urban, semi urban and non-urban environments, as well as low, medium and high-density housing estates and within Body Corporate arrangementsIt also applies to both publicly owned and managed properties, as well as privately owned and leased properties
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Apply a client-focused approach to maintenance
  • Apply understanding of the role of responsive maintenance in the social housing context
  • Apply understanding of property maintenance and principles of the asset maintenance system in the context of provision of social housing
  • Apply understanding of the importance of a quality client focused service
  • Address client in a courteous and professional manner
  • Promptly establish client requirements and degree of urgency
  • Identify impact of relevant legislation or organisation policy for dealing with enquiry and ability to respond
  • Allocate a priority to enquiries requiring additional research and arrange for follow up
  • Ensure communication addresses needs of diverse client groups and clarifies technical building issues
       
Element: Research information relevant to enquiry
  • Identify information relevant to client needs from organisation and industry sources as required
  • 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 where appropriate
       
Element: Determine suitable response
  • Prepare response to the enquiry within organisation and legislative time requirements
  • Establish need for written/verbal response or action in accordance with organisation and legislative requirements and nature of enquiry
  • Provide client with options and alternatives where appropriate
  • Ensure response is consistent with industry codes of practice and relevant legislation
       
Element: Communicate advice and information
  • Present written and verbal responses in clear and simple terms so that they can be understood
  • Provide property information for routine and specified enquiries where these service client requirements
  • Promptly attend to client requirements for follow up information
  • Seek feedback from client to ensure satisfaction with response where appropriate
  • Schedule and confirm relevant bookings with client
       
Element: 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
  • Recommend changes to policy or service provision as appropriate
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

Assessment of competency may be made through practical demonstration in the work environment or in an industry approved simulated work environment

Assessment should incorporate case files of work records demonstrating diversity of application of the performance criteria

It is recommended that assessment of this competency includes handling a client enquiry from at least four different client types with different client needs

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 and/or 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

Resources required for assessment include access to

a work environment or relevant simulated work environment where assessment can take place

an appropriate property recording system

Method of assessment:

In cases where the learner does not have the opportunity to cover all aspects of the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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:

Business operations, budget restraints and property maintenance processes

Organisation's property maintenance policies and procedures

Relevant industry codes of practice and regulations

Organisation's computer systems and processes

Types of client expectations, including diversity of clients with complex needs

Legislative constraints and timelines

Essential skills:

It is critical that the candidate demonstrate the ability to:

Achieve client satisfaction with manner and approach to enquiry, including the ability to change communication style where appropriate

Review the actual work performed under normal industry operating conditions
If assessment of this is not practicable, evidence obtained in simulated environments may be substituted

Follow asset management principles

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:

Access internal and external property information

Demonstrate the application of skills in:

telephone client relations

interpersonal interactions

dispute resolution

verbal and written communication

questioning and listening

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.

This unit is relevant to activity within the following market sectors:

Public housing

Community housing

Supported accommodation programs

State government

Affordable housing

Crisis accommodation

Enquiries may include:

Repairs to rented premises

Lease enquiries

Property management policy/procedures

Repairs to rented premises

Complaints about non-compliance with lease or contract

Maintenance charges against tenants

Inspection may cover:

Proposed property uses

Site conditions

Lease compliance

Demonstrations

Client may include:

Management

Business owners

Specialist consultants and advisers

Other property companies

Tenants

Contracted and casual tradespersons

Relevant bookings may include:

Visits

Meetings

Inspections

Demonstrations

Work orders to tradespersons

Reports from specialist consultants

Documentation may be manual or computerised and may include:

Enquiry records

Financial records

Schedules

Diary entries

Client histories

File notes

Property condition records

Tenancy records

Relevant legislation (Federal, State and Local) and industry codes of practice cover areas including:

The market sector

Environment

Construction

Land use

Zoning

Native title

Utility use (water, gas, electricity)

Freedom of information

Consumer affairs

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Apply understanding of the role of responsive maintenance in the social housing context 
Apply understanding of property maintenance and principles of the asset maintenance system in the context of provision of social housing 
Apply understanding of the importance of a quality client focused service 
Address client in a courteous and professional manner 
Promptly establish client requirements and degree of urgency 
Identify impact of relevant legislation or organisation policy for dealing with enquiry and ability to respond 
Allocate a priority to enquiries requiring additional research and arrange for follow up 
Ensure communication addresses needs of diverse client groups and clarifies technical building issues 
Identify information relevant to client needs from organisation and industry sources as required 
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 where appropriate 
Prepare response to the enquiry within organisation and legislative time requirements 
Establish need for written/verbal response or action in accordance with organisation and legislative requirements and nature of enquiry 
Provide client with options and alternatives where appropriate 
Ensure response is consistent with industry codes of practice and relevant legislation 
Present written and verbal responses in clear and simple terms so that they can be understood 
Provide property information for routine and specified enquiries where these service client requirements 
Promptly attend to client requirements for follow up information 
Seek feedback from client to ensure satisfaction with response where appropriate 
Schedule and confirm relevant bookings with client 
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 
Recommend changes to policy or service provision as appropriate 

Forms

Assessment Cover Sheet

CHCCH317A - Respond to property maintenance enquiries
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CHCCH317A - Respond to property maintenance enquiries

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: