This unit of competency supports the work of those involved in providing facilities and amenities and associated services for property users.

Nil

ELEMENT

PERFORMANCE CRITERIA

1Determine requirements of facilities and amenities.

1.1 Requirements of facilities and amenities are identified in consultation with relevant people and using appropriate research and survey techniques.

1.2 Client needs are accurately assessed and clarified using appropriate consultative processes according to organisational requirements.

1.3 Relevant documentation and legislative requirements are reviewed to ensure facilities and amenities comply with requirements.

1.4 Situations requiring specialist advice are identified and assistance is sought as required according to organisational requirements.

2Plan for provision of service.

2.1 Provision of facilities and amenities is planned according to client and organisational requirements.

2.2 Project strategies, objectives and time lines are negotiated and agreed in consultation with client and other relevant people.

2.3 Monitoring and reporting arrangements for project activities are established and documented in line with client requirements.

2.4 Financial, physical and human resource requirements are identified and arranged according to project plan and organisational procedures.

2.5 Risk management plan to identify, assess and control risks is prepared and incorporated into project plan according to legislative and organisational requirements.

2.6 Relevant approvals are obtained within the designated timeframe according to legislative and organisational requirements.

3Coordinate implementation of facilities and amenities.

3.1 Facilities and amenities are implemented according to agreed project plan, approvals and organisational requirements.

3.2 Equipment and services are provided according to manufacturer, supplier and legislative requirements.

3.3 Contingency arrangements for implementation of facilities and amenities are identified and activities planned to maximise quality outcomes.

3.4 Expenditure and resource usage are monitored and controlled to ensure objectives are achieved within specified budgetary parameters.

3.5 Regular reports on progress and outcomes are provided to relevant people according to project plan.

4Review effectiveness of facilities and amenities.

4.1 Systematic review processes and established evaluation methods are used to evaluate the effectiveness of facilities and amenities.

4.2 Feedback from users is used according to organisational procedures to confirm quality of facilities and amenities and identify areas for future improvement.

4.3 Identified non-conformances and non-compliances are documented and referred for action according to organisational requirements.

4.4 Evaluation results and recommendations for improvements to processes are prepared in required format, style and structure and presented to relevant people within agreed timeframes.

4.5 Business equipment and technology are used to maintain relevant documentation according to legislative and organisational requirements.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

analytical skills to interpret documentation, assess risk, estimate costings and budget needs, and provide cost analysis for services provision

communication skills to negotiate and consult with relevant people

computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases

interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

literacy skills to interpret written and oral information

organisational skills to schedule and meet time lines and client requirements and to plan, complete and review project processes

research and evaluation skills to source information and resource requirements for facilities and amenities, use survey techniques, and review and evaluate processes

technical skills to schedule tasks, report outcomes and design monitoring systems and processes.

Required knowledge and understanding:

building codes and relevant Australian standards

building control legislation

industry benchmarks on performance levels

limitations of work role, responsibility and professional abilities

OHS issues and requirements

organisational and professional procedures, ethical practices and business standards

planning methods and techniques

relevant federal and state or territory legislation and local government regulations related to:

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

privacy

property sales, leasing and management

types of facilities and amenities within the property industry.

Overview of assessment

This unit of competency could be assessed through practical demonstration of providing facilities and amenities and associated services for property users. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

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

A person who demonstrates competency in this unit must be able to provide evidence of:

coordinating the implementation of facilities and amenities, ensuring equipment and services meet manufacturer and supplier specifications, and expenditure and resource use are monitored against budgets

evaluating effectiveness of facilities and amenities and feedback from users, and making recommendations for improvements to processes

identifying requirements of facilities and amenities through consultation with clients and others and by reviewing documentation

knowledge of organisation's practices, ethical standards and legislative requirements associated with providing facilities, amenities and associated services for property users

planning the provision of facilities and amenities, incorporating strategies for monitoring and reporting, risk management, resource needs and gaining necessary approvals.

Context of and specific resources for assessment

Resource implications for assessment include:

a registered provider of assessment services

assessment materials and tools

candidate special requirements

competency standards

cost and time considerations

suitable assessment venue and equipment

workplace documentation.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases activity and must include evidence relating to each of the where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Facilities and amenities may relate to:

business support

car parking

child care

meeting places

minding services

recreation

security facilities.

Relevant people may include:

architects

builders

clients

legal representatives

management and colleagues

members of industry associations

principals

service providers

users.

Clients may include:

building supervisors

company management

fund providers

government and legal instruments or agencies

institutions

insurers

internal and external property groups

legal advisers

private investors

project managers

property agents

property owners

risk assessors.

Consultative processes may include:

face-to-face meetings

telephone, facsimile and written communication.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards

quality assurance and procedure manuals.

Relevant documentation may include:

agreements

building codes

certificates of occupancy

contracts

leases

licences

permits

plans

specifications.

Specialist advice may be sought from:

architects

bankers and financiers

builders

business consultants

government officials

investment consultants

members of industry associations

planners

real estate agents

solicitors

subcontractors

technical experts

valuers.

Resources may include:

materials

personnel

tools and equipment

training

transport.

Contingencies may relate to:

budget constraints

building delays

competing work demands of contractor

environmental factors, such as time and weather

industrial disputes

non-availability of resources and materials

public holidays and shut-down periods

equipment and technology breakdown

unforeseen incidents

workplace hazards, risks and controls.

Evaluation methods could be qualitative or quantitative and may include:

checklists

cost data analysis

expert and peer review

interviews

observation

questionnaires

review of quality assurance data.

Feedback may be sought from:

clients and their legal representatives

management and colleagues

formal and informal performance appraisals

workplace assessment.

Users may include:

agents

clients

customers

general public

managers

owners

tenants.

Business equipment and technology may include:

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications

work computers.

Unit sector

Property development, sales and management

Property operations and development

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.