Application
This unit describes the skills and knowledge required to assist people who are looking for or need assistance with housing and accommodation.
This unit applies to work in both tenancy and non-tenancy services within the social housing sector. 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. Plan for work in the housing system | 1.1 Research client groups and stakeholders 1.2 Research potential issues and problems for clients and current factors impacting on the provision of housing 1.3 Research escalation and reporting procedures 1.4 Research referral procedures and networks |
2. Provide assistance to clients with housing issues | 2.1 Communicate with clients in a manner that demonstrates patience, empathy and respect 2.2 Provide advice and assistance on housing options 2.3 Provide assistance to maintain tenancies 2.4 Follow organisation procedures for resolving and escalating issues and/or problems 2.5 Follow organisation procedures for referral 2.6 Use technology in accordance with organisation and role requirements |
3. Document and review work | 3.1 Complete documentation and reporting in accordance with organisation requirements 3.2 Review own work to ensure commitment and adherence to access and equity principles 3.3 Adopt a continuous improvement approach to work by identifying and actioning opportunities for improvement |
Foundation Skills
The Foundation Skills describe those required skills (such as language, literacy, numeracy and employment skills) that are essential to performance. |
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |