Respond to property maintenance enquiries

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 CHCSOH007, 'Respond to property maintenance enquiries'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Respond to property maintenance enquiries' 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. Receive maintenance enquiry

1.1 Promptly establish client requirements and degree of urgency

1.2 Allocate a priority to enquiries and determine additional research and follow up requirements

2. Research information to follow up enquiries

2.1 Identify information relevant to the client’s needs from organisation and industry sources

2.2 Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required

2.3 Assess probability of associated problems and impact on property operations from available information and advise other parties

3. Determine suitable response in accordance with organisation and legal requirements

3.1 Establish need for written and/or verbal response or action

3.2 Prepare a response consistent with industry codes of practice and relevant legislation

3.3 Prepare response to the enquiry within required timeframe

4. Communicate advice and information

4.1 Present written and verbal responses in clear and simple terms

4.2 Provide client with options and alternatives

4.3 Provide property information for routine and specified enquiries

4.4 Promptly attend to client requirements for follow up information

4.5 Seek feedback from client to ensure satisfaction with response, according to client needs

4.6 Schedule and confirm relevant bookings with client

5. Update relevant files and records

5.1 Complete documentation in accordance with organisation procedures

5.2 Promptly advise relevant staff of work allocations

5.3 Collate information on the type and source of enquiries to identify maintenance trends

5.4 Collate and analyse feedback from tenants and other stakeholders about contractor performance

5.5 Ensure maintenance is carried out in accordance with contract documentation and work health and safety (WHS) requirements

5.6 Recognise contractor non-compliance with performance requirements and act quickly to rectify position

5.7 Recommend changes to policy or service provision as appropriate