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Evidence Guide: CHCCH413A - Manage tenancy rent, charges and rental arrears

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCCH413A - Manage tenancy rent, charges and rental arrears

What evidence can you provide to prove your understanding of each of the following citeria?

Implement organisation policy and procedures re rental management

  1. Calculate rents using organisation procedures and appropriate computer information systems
  2. Conduct rent reviews using organisation procedures and fulfilling legal requirements
  3. Discuss rent calculations and rent reviews with relevant parties/tenants as appropriate
  4. Document actions as required
Calculate rents using organisation procedures and appropriate computer information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct rent reviews using organisation procedures and fulfilling legal requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss rent calculations and rent reviews with relevant parties/tenants as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document actions as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement organisation policy and procedures re arrears and rental management

  1. Regularly update rental account and tenant charge systems to maintain currency and accuracy
  2. Discuss rental accounts in arrears and tenant debts with relevant parties/tenants and negotiate arrears and/or debt agreement/offers with tenant
Regularly update rental account and tenant charge systems to maintain currency and accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss rental accounts in arrears and tenant debts with relevant parties/tenants and negotiate arrears and/or debt agreement/offers with tenant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage arrears and tenant debt procedures

  1. Reconcile accounts taking into consideration all pending adjustments
  2. Prioritise accounts requiring action
  3. Apply early intervention strategies to maximise sustainability of tenancies
  4. Contact tenant when account is in arrears
  5. Review systems generated arrears and/or debt letters for appropriateness, alter as necessary and issue to tenant
Reconcile accounts taking into consideration all pending adjustments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prioritise accounts requiring action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply early intervention strategies to maximise sustainability of tenancies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact tenant when account is in arrears

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review systems generated arrears and/or debt letters for appropriateness, alter as necessary and issue to tenant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client payment history

  1. Access rental account and tenant charge systems to gather information on client payment history
  2. Review client payment history
  3. Monitor total debt
  4. Take decision to terminate tenancy, only after all other options have been explored
Access rental account and tenant charge systems to gather information on client payment history

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client payment history

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor total debt

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take decision to terminate tenancy, only after all other options have been explored

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and interpret financial performance

  1. Collect and analyse information in required timeframe
  2. If tenant is in arrears/debit, feasible optional identify strategies in accordance with organisation goals
Collect and analyse information in required timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If tenant is in arrears/debit, feasible optional identify strategies in accordance with organisation goals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate recovery actions on accounts in arrears

  1. Carry out recovery actions on accounts in arrears
  2. Make referrals to other government and non government agencies (e.g. credit and debit counselling, Salvation Army etc.), as required
  3. Record actions taken according to organisation requirements
Carry out recovery actions on accounts in arrears

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to other government and non government agencies (e.g. credit and debit counselling, Salvation Army etc.), as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record actions taken according to organisation requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Utilise computer software, or equivalent, relating to arrears management

  1. Complete arrears and/or tenant debt reports which provide sufficient information to support further action
  2. Monitor offers to repay arrears/debts
  3. Update computer information systems, or equivalent, as required
Complete arrears and/or tenant debt reports which provide sufficient information to support further action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor offers to repay arrears/debts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update computer information systems, or equivalent, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement organisation/government policy/procedures re eviction process

  1. Maintain client confidentiality within organisation policies and procedures
  2. Liaise with outside agencies to ensure customer is given every opportunity for assistance
  3. Enlist support of outside agencies to assist in resolution of arrears
  4. Fulfil legal requirements in relation to termination of tenancy
  5. Document actions
  6. Consider all options available
  7. Negotiate tenant/advocates/legal representation
  8. Follow eviction procedures of organisation
Maintain client confidentiality within organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with outside agencies to ensure customer is given every opportunity for assistance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enlist support of outside agencies to assist in resolution of arrears

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Fulfil legal requirements in relation to termination of tenancy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider all options available

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate tenant/advocates/legal representation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow eviction procedures of organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise/analyse client circumstances

  1. Treat clients with consideration and respect
  2. Respond to customer circumstances/inquiries
  3. Undertake office/field interviews, as required
  4. Conduct client service visits in accordance with organisation policies and procedures
  5. Complete records of visits/interviews, as required
Treat clients with consideration and respect

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer circumstances/inquiries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake office/field interviews, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct client service visits in accordance with organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete records of visits/interviews, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

This unit should be assessed in the workplace or through a relevant simulation

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 workplace where assessment can be conducted, or a realistic simulated workplace setting

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

Required Skills and Knowledge

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:

Key elements of rental management and rent arrears management

Principles for sustaining tenancies and early intervention strategies

Factors which signal difficulties in tenancies in relation to payment of rent

Factors related to establishing clear and appropriate processes of communication with tenants in relation to rental management

Rental account system and its operation within the organisation

Computer systems used in the organisation

Client confidentiality

Eviction procedures

Legal requirements in relation to termination of tenancies

Essential skills:

It is critical that the candidate demonstrate the ability to:

Apply policies and procedures within the organisation

Apply appropriate policies and legislative requirements at the Residential Tenancies Tribunal or equivalent

Involve stakeholders in evaluation of organisation's policies in relation to rental management

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:

Interpret and analyse legislation

Calculate rents, rebates, other relevant subsidies

Demonstrate the application of skills in:

mediation and conflict resolution

policy development and review

Range Statement

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.

Reconcile accounts involves:

Appropriate assessment of rent rebate entitlements (including interpretation of income statements and supporting documentation)

Investigation of tenant charges

Recovery actions may include:

Negotiations with tenant/s

Initiation of legal action to recover debt, if alternative forms of negotiation have been unsuccessful, as per Department of Housing Arrears Management Strategy or equivalent

Legal requirements include:

Residential Tenancies Act

Policies and procedures of Department of Housing or equivalent