Manage and maintain tenancy agreements and services

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCH410B, 'Manage and maintain tenancy agreements and services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage and maintain tenancy agreements and services' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Correctly complete tenancy agreement

1.1 Complete all necessary clerical and administrative functions as required

1.2 Make suitable appointment time for signing and organise interpreters, if necessary

1.3 Complete property conditions report

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

1.5 Advise clients of the rebate and rental payment options when necessary

1.6 Supply clients with all relevant information

1.7 Address all legal requirements in respect of executing agreements

1.8 Organise documentation and legal representation for 'under age' client prior to signing tenancy agreement

2. Explain the range of housing services provided 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 Where applicable, provide information on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation, to new tenants

2.3 Follow relevant organisation or department policies and procedures

2.4 Explain the maintenance system e.g. urgent, priority, normal, after hours to new tenants

2.5 Explain the rental rebate system and grievance procedures to new tenants

2.6 Explain other services provided by the organisation as applicable

2.7 Make explanations simply and clearly, taking into account cultural, mental, physical and intellectual differences of tenants

3. Recognise crisis and the need for immediate intervention

3.1 Utilise specialist expertise of other agencies and community services as appropriate

3.2 Apply organisation procedures to crisis situations

3.3 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless

3.4 Work with understanding of 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. Promote landlord and tenant responsibilities (per the tenancy agreement)

4.1 Ensure maintenance of dwellings through inspections and review of complaints

4.2 Manage rental accounts in accordance with current guidelines

4.3 Manage rental bonds, if applicable, 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 Ensure clients are made aware of their rights and responsibilities, including landlord responsibilities

5. Respond to tenant's changing needs

5.1 Implement criteria for succession to proceed

5.2 Display sensitivity to client circumstances

5.3 Request and notesupporting documentation

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

5.5 Consider asset management issues

6. Manage tenancy termination processes, where necessary

6.1 Apply understanding of reasons for tenancy termination

6.2 Apply correct understanding of tenancy termination processes

6.3 Follow termination procedures of organisation, including fulfilling legal requirements

6.4 Maintain client confidentiality within organisation policies and procedures

6.5 Assist tenants, where appropriate, including referrals to appropriate tenant/advocate/legal representation

6.6 Complete all documentation and filing, as required

7. Facilitate appeal process, where necessary

7.1 Demonstrate understanding of appeal process and client right of appeal and use in work role

7.2 Give client a clear explanation of appeal process

7.3 Encourage clients to present all facts relevant to appeal

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

7.5 Arrange an interview if necessary and assess the need for an interpreter or advocate

7.6 Request relevant information during interview

7.7 Review facts obtained previously and make decision as per delegation

7.8 Document decision

8. Take appropriate action in response to a complaint

8.1 Investigate complaint appropriately by listening to the person lodging the complaint and visiting parties concerned and neighbours

8.2 Conduct investigation to determine if the client has attempted to resolve the problem e.g. talked to neighbours, contacted police, council, department of community services

8.3 Decide whether intervention should be taken by organisation

8.4 Document case if decision is made that the organisation should intervene

8.5 Gather information, reports, etc. from tenants, neighbours, police, tenant groups, etc.

8.6 File a comprehensive record of complaint and action taken

9. Use other agencies to assist in resolving a problem

9.1 Seek other relevant people's opinions via confidential interviews when necessary

9.2 Consider all options

9.3 Mediate between involved parties in an attempt to resolve situation satisfactorily

9.4 Adhere to legal responsibility of reporting alleged criminal behaviour