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 CHCSOH002, '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



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