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

CHCSOH007 Mapping and Delivery Guide
Respond to property maintenance enquiries

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CHCSOH007 - Respond to property maintenance enquiries
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required where housing workers and/or community service workers are required to respond to maintenance enquiries relating to social housing properties. This unit applies to property found in a range of locations, including urban, semi urban and non-urban environments, as well as low, medium and high-density housing estates and body corporate arrangements.It also applies to both publicly owned and managed properties and privately owned and leased properties. Workers will be required to exercise judgement and sensitivity when working with clients within clearly defined processes and procedures. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
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: Elements define the essential outcomes
       
Element: Receive maintenance enquiry
  • Promptly establish client requirements and degree of urgency
  • Allocate a priority to enquiries and determine additional research and follow up requirements
       
Element: 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
       
Element: 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
       
Element: 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
       
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 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
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive maintenance enquiry

1.1 Promptly establish client requirements and degree of urgency

1.2 Allocate a priority to enquiries and determine additional research and follow up requirements

2. Research information to follow up enquiries

2.1 Identify information relevant to the client’s needs from organisation and industry sources

2.2 Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required

2.3 Assess probability of associated problems and impact on property operations from available information and advise other parties

3. Determine suitable response in accordance with organisation and legal requirements

3.1 Establish need for written and/or verbal response or action

3.2 Prepare a response consistent with industry codes of practice and relevant legislation

3.3 Prepare response to the enquiry within required timeframe

4. Communicate advice and information

4.1 Present written and verbal responses in clear and simple terms

4.2 Provide client with options and alternatives

4.3 Provide property information for routine and specified enquiries

4.4 Promptly attend to client requirements for follow up information

4.5 Seek feedback from client to ensure satisfaction with response, according to client needs

4.6 Schedule and confirm relevant bookings with client

5. Update relevant files and records

5.1 Complete documentation in accordance with organisation procedures

5.2 Promptly advise relevant staff of work allocations

5.3 Collate information on the type and source of enquiries to identify maintenance trends

5.4 Collate and analyse feedback from tenants and other stakeholders about contractor performance

5.5 Ensure maintenance is carried out in accordance with contract documentation and work health and safety (WHS) requirements

5.6 Recognise contractor non-compliance with performance requirements and act quickly to rectify position

5.7 Recommend changes to policy or service provision as appropriate

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.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive maintenance enquiry

1.1 Promptly establish client requirements and degree of urgency

1.2 Allocate a priority to enquiries and determine additional research and follow up requirements

2. Research information to follow up enquiries

2.1 Identify information relevant to the client’s needs from organisation and industry sources

2.2 Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required

2.3 Assess probability of associated problems and impact on property operations from available information and advise other parties

3. Determine suitable response in accordance with organisation and legal requirements

3.1 Establish need for written and/or verbal response or action

3.2 Prepare a response consistent with industry codes of practice and relevant legislation

3.3 Prepare response to the enquiry within required timeframe

4. Communicate advice and information

4.1 Present written and verbal responses in clear and simple terms

4.2 Provide client with options and alternatives

4.3 Provide property information for routine and specified enquiries

4.4 Promptly attend to client requirements for follow up information

4.5 Seek feedback from client to ensure satisfaction with response, according to client needs

4.6 Schedule and confirm relevant bookings with client

5. Update relevant files and records

5.1 Complete documentation in accordance with organisation procedures

5.2 Promptly advise relevant staff of work allocations

5.3 Collate information on the type and source of enquiries to identify maintenance trends

5.4 Collate and analyse feedback from tenants and other stakeholders about contractor performance

5.5 Ensure maintenance is carried out in accordance with contract documentation and work health and safety (WHS) requirements

5.6 Recognise contractor non-compliance with performance requirements and act quickly to rectify position

5.7 Recommend changes to policy or service provision as appropriate

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
 
Promptly establish client requirements and degree of urgency 
Allocate a priority to enquiries and determine additional research and follow up requirements 
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 
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 
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 
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 

Forms

Assessment Cover Sheet

CHCSOH007 - 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

CHCSOH007 - 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: