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Evidence Guide: CHCSOH002 - Manage and maintain tenancy agreements and services

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

 

CHCSOH002 - Manage and maintain tenancy agreements and services

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

Elements define the essential outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete tenancy agreement

  1. Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
  2. Complete written property conditions report
  3. Inform clients of money and other documentation required prior to sign-up
  4. Advise clients of the rebate and rental payment options
  5. Address all legal requirements in respect of executing agreements
  6. Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement
Schedule suitable appointment time for signing documents and organise interpreters, according to client needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete written property conditions report

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform clients of money and other documentation required prior to sign-up

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise clients of the rebate and rental payment options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address all legal requirements in respect of executing agreements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the policies and procedures to new tenants

  1. Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears
  2. Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
  3. Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise crisis and the need for immediate intervention

  1. Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
  2. Utilise specialist expertise of other agencies and community services
  3. Identify crisis situations and follow organisation’s intervention procedures
  4. Comply with legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless
  5. Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless
Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Utilise specialist expertise of other agencies and community services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify crisis situations and follow organisation’s intervention procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate landlord and tenant responsibilities (per the tenancy agreement)

  1. Follow organisation’s procedures for inspections, maintenance and complaints handling
  2. Manage rental accounts in accordance with current guidelines
  3. Manage rental bonds in accordance with organisations policies and relevant legislation
  4. Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines
  5. Inform clients and landlords of their rights and responsibilities
Follow organisation’s procedures for inspections, maintenance and complaints handling

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage rental accounts in accordance with current guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage rental bonds in accordance with organisations policies and relevant legislation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform clients and landlords of their rights and responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond with sensitivity to tenant’s changing needs and circumstances

  1. Implement criteria for succession to proceed
  2. Request and review supporting documentation
  3. Check supporting documentation for accuracy and use in decision-making process
  4. Identify asset management issues
Implement criteria for succession to proceed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Request and review supporting documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check supporting documentation for accuracy and use in decision-making process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify asset management issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage tenancy termination processes

  1. Determine reasons for tenancy termination
  2. Follow organisation procedures and legal processes for termination
  3. Maintain client confidentiality within organisation policies and procedures
  4. Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
  5. Complete all termination documentation and filing in accordance with role
Determine reasons for tenancy termination

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisation procedures and legal processes for termination

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain client confidentiality within organisation policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete all termination documentation and filing in accordance with role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage eviction process

  1. Negotiate with tenant advocates and/or legal representatives
  2. Follow eviction procedures of organisation
Negotiate with tenant advocates and/or legal representatives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow eviction procedures of organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Facilitate appeal process

  1. Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
  2. Gather information on changes in circumstances and use to inform appeal process
  3. Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
  4. Review facts obtained previously and make decision as per delegation
  5. Document appeals decision
Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather information on changes in circumstances and use to inform appeal process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review facts obtained previously and make decision as per delegation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document appeals decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take appropriate action in response to a complaint about tenant

  1. Investigate complaint and determine if the client has attempted to resolve the problem
  2. Decide whether intervention should be taken by organisation
  3. Document case if decision is made that the organisation should intervene
  4. Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
  5. Write and file a comprehensive record of complaint and action taken
Investigate complaint and determine if the client has attempted to resolve the problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Decide whether intervention should be taken by organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document case if decision is made that the organisation should intervene

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Write and file a comprehensive record of complaint and action taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve problems

  1. Consult with relevant people and agencies in accordance with confidentiality requirements
  2. Identify all options
  3. Mediate between involved parties in an attempt to reach mutually accepted resolutions
  4. Adhere to legal responsibility of reporting alleged criminal behaviour
Consult with relevant people and agencies in accordance with confidentiality requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify all options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mediate between involved parties in an attempt to reach mutually accepted resolutions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adhere to legal responsibility of reporting alleged criminal behaviour

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond with sensitivity to tenant’s changing needs and circumstances

  1. Implement criteria for succession to proceed
  2. Request and review supporting documentation
  3. Check supporting documentation for accuracy and use in decision-making process
  4. Identify asset management issues
Implement criteria for succession to proceed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Request and review supporting documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check supporting documentation for accuracy and use in decision-making process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify asset management issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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