Application
This unit describes the skills and knowledge required to manage tenancy agreements and associated housing services.
This unit applies to work in a social housing context in agencies responsible for sustainable tenancy management. Workers are 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.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements define the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Complete tenancy agreement | 1.1 Schedule suitable appointment time for signing documents and organise interpreters, according to client needs 1.2 Complete written property conditions report 1.3 Inform clients of money and other documentation required prior to sign-up 1.4 Advise clients of the rebate and rental payment options 1.5 Address all legal requirements in respect of executing agreements 1.6 Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement |
2. Explain the policies and procedures to new tenants | 2.1 Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears 2.2 Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation 2.3 Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants |
3. Recognise crisis and the need for immediate intervention | 3.1 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless 3.2 Utilise specialist expertise of other agencies and community services 3.3 Identify crisis situations and follow organisation’s intervention procedures 3.4 Comply with legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless 3.5 Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless |
4. Facilitate landlord and tenant responsibilities (per the tenancy agreement) | 4.1 Follow organisation’s procedures for inspections, maintenance and complaints handling 4.2 Manage rental accounts in accordance with current guidelines 4.3 Manage rental bonds in accordance with organisations policies and relevant legislation 4.4 Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines 4.5 Inform clients and landlords of their rights and responsibilities |
5. Respond with sensitivity to tenant’s changing needs and circumstances | 5.1 Implement criteria for succession to proceed 5.2 Request and review supporting documentation 5.3 Check supporting documentation for accuracy and use in decision-making process 5.4 Identify asset management issues |
6. Manage tenancy termination processes | 6.1 Determine reasons for tenancy termination 6.2 Follow organisation procedures and legal processes for termination 6.3 Maintain client confidentiality within organisation policies and procedures 6.4 Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation 6.5 Complete all termination documentation and filing in accordance with role |
7. Manage eviction process | 7.1 Negotiate with tenant advocates and/or legal representatives 7.2 Follow eviction procedures of organisation |
8. Facilitate appeal process | 8.1 Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal 8.2 Gather information on changes in circumstances and use to inform appeal process 8.3 Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate 8.4 Review facts obtained previously and make decision as per delegation 8.5 Document appeals decision |
9. Take appropriate action in response to a complaint about tenant | 9.1 Investigate complaint and determine if the client has attempted to resolve the problem 9.2 Decide whether intervention should be taken by organisation 9.3 Document case if decision is made that the organisation should intervene 9.4 Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups 9.5 Write and file a comprehensive record of complaint and action taken |
10. Resolve problems | 10.1 Consult with relevant people and agencies in accordance with confidentiality requirements 10.2 Identify all options 10.3 Mediate between involved parties in an attempt to reach mutually accepted resolutions 10.4 Adhere to legal responsibility of reporting alleged criminal behaviour |
Foundation Skills
The Foundation Skills describe those required skills (employability skills, language, literacy and numeracy) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |