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Evidence Guide: CPPDSM4082 - Monitor service requirements of owners and occupiers in strata communities

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

 

CPPDSM4082 - Monitor service requirements of owners and occupiers in strata communities

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

Identify and address service requirements of owners and occupiers.

  1. Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information.
  2. Communication protocols and points of contact for owners and occupiers with strata manager are established.
  3. Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.
  4. Potential difficulties in dealing with service requests of owners and occupiers are identified and addressed or referred to responsible officer in strata management organisation for recommended action.
  5. Service requests from owners and occupiers are analysed to determine risk factors and where necessary are referred to emergency services in line with organisational risk management procedures.
  6. Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.
  7. Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.
Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication protocols and points of contact for owners and occupiers with strata manager are established.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential difficulties in dealing with service requests of owners and occupiers are identified and addressed or referred to responsible officer in strata management organisation for recommended action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service requests from owners and occupiers are analysed to determine risk factors and where necessary are referred to emergency services in line with organisational risk management procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor service provision.

  1. Information on service provision is routinely collected and analysed.
  2. Service provision is monitored to ensure compliance with management agreement and budget parameters.
  3. Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.
Information on service provision is routinely collected and analysed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service provision is monitored to ensure compliance with management agreement and budget parameters.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report and make recommendations on service provision.

  1. Reports on service provision are prepared and communicated to owners and occupiers.
  2. Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment.
  3. Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.
Reports on service provision are prepared and communicated to owners and occupiers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify and address service requirements of owners and occupiers.

1.1.

Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information.

1.2.

Communication protocols and points of contact for owners and occupiers with strata manager are established.

1.3.

Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.

1.4.

Potential difficulties in dealing with service requests of owners and occupiers are identified and addressed or referred to responsible officer in strata management organisation for recommended action.

1.5.

Service requests from owners and occupiers are analysed to determine risk factors and where necessary are referred to emergency services in line with organisational risk management procedures.

1.6.

Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.

1.7.

Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.

2.

Monitor service provision.

2.1.

Information on service provision is routinely collected and analysed.

2.2.

Service provision is monitored to ensure compliance with management agreement and budget parameters.

2.3.

Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.

3.

Report and make recommendations on service provision.

3.1.

Reports on service provision are prepared and communicated to owners and occupiers.

3.2.

Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment.

3.3.

Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify and address service requirements of owners and occupiers.

1.1.

Professional rapport is established with owners and occupiers to encourage accurate and relevant exchange of information.

1.2.

Communication protocols and points of contact for owners and occupiers with strata manager are established.

1.3.

Service requests from owners and occupiers are handled in a professional manner, prioritised and actioned.

1.4.

Potential difficulties in dealing with service requests of owners and occupiers are identified and addressed or referred to responsible officer in strata management organisation for recommended action.

1.5.

Service requests from owners and occupiers are analysed to determine risk factors and where necessary are referred to emergency services in line with organisational risk management procedures.

1.6.

Occurrences that are likely to impact on quality of service provision are conveyed to owners and occupiers in a timely manner.

1.7.

Service requests from owners and occupiers are documented detailing time, location, nature of service and action taken.

2.

Monitor service provision.

2.1.

Information on service provision is routinely collected and analysed.

2.2.

Service provision is monitored to ensure compliance with management agreement and budget parameters.

2.3.

Feedback from owners and occupiers on service delivery is collected, analysed and used to improve service provision.

3.

Report and make recommendations on service provision.

3.1.

Reports on service provision are prepared and communicated to owners and occupiers.

3.2.

Meetings are conducted with strata community to discuss and review service provision, including non-conformance and quality issues, in an open and participative environment.

3.3.

Suggestions for improvements in service provision are noted and referred to responsible officer in strata community management organisation.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also identify and respond to service requirements of owners and occupiers and report on the service provision of strata managers as follows:

respond to three of the following different service requests from either owners or occupiers in a strata community:

one request that falls within the terms of the management agreement

one request that varies from the terms of the management agreement

one request that requires authorisation to proceed

collect relevant data and report to the owners and occupiers in a strata community on the quality of service provision of the strata manager.

In doing the above, the person must:

consult with owners and occupiers in a strata scheme to determine service requirements

log and report service requests

respond to service requests promptly and determine appropriate action

obtain feedback on service provision from owners and occupiers in a strata scheme

monitor and report on service provision to owners and occupiers in a strata scheme.

A person demonstrating competency in this unit must demonstrate knowledge of:

common areas of non-compliance and quality issues in relation to service provision in strata communities

risk identification and management procedures

role of strata community in relation to monitoring service provision of strata managers

services offered by strata managers

strata management agreements, including:

format

purpose

service requirements

obligations of strata community managers

strata manager requirements to report to owners and occupiers on service provision

techniques for:

gathering and analysing routine information gathered on service provision of strata managers

gathering feedback on service provision of strata managers

gathering information on service requirements of owners and occupiers in strata communities

communicating with owners and occupiers in strata communities.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Service requests must include those that:

fall within scope of management agreement

require authorisation to proceed

vary from the terms of the management agreement.

Information must include:

qualitative information on service provision

quantitative information on service provision.