Elements and Performance Criteria
- Correctly complete tenancy agreement
- Complete all necessary clerical and administrative functions as required
- Make suitable appointment time for signing and organise interpreters, if necessary
- Complete property conditions report
- Inform clients of documentation and money required prior to sign-up
- Advise clients of the rebate and rental payment options when necessary
- Supply clients with all relevant information
- Address all legal requirements in respect of executing agreements
- Organise documentation and legal representation for 'under age' client prior to signing tenancy agreement
- Explain the range of housing services provided to new tenants
- Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears
- Where applicable, provide information on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation, to new tenants
- Follow relevant organisation or department policies and procedures
- Explain the maintenance system e.g. urgent, priority, normal, after hours to new tenants
- Explain the rental rebate system and grievance procedures to new tenants
- Explain other services provided by the organisation as applicable
- Make explanations simply and clearly, taking into account cultural, mental, physical and intellectual differences of tenants
- Recognise crisis and the need for immediate intervention
- Utilise specialist expertise of other agencies and community services as appropriate
- Apply organisation procedures to crisis situations
- Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
- Work with understanding of legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless
- Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless
- Promote landlord and tenant responsibilities (per the tenancy agreement)
- Ensure maintenance of dwellings through inspections and review of complaints
- Manage rental accounts in accordance with current guidelines
- Manage rental bonds, if applicable, in accordance with organisations policies and relevant legislation
- Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines
- Ensure clients are made aware of their rights and responsibilities, including landlord responsibilities
- Respond to tenant's changing needs
- Manage tenancy termination processes, where necessary
- Apply understanding of reasons for tenancy termination
- Apply correct understanding of tenancy termination processes
- Follow termination procedures of organisation, including fulfilling legal requirements
- Maintain client confidentiality within organisation policies and procedures
- Assist tenants, where appropriate, including referrals to appropriate tenant/advocate/legal representation
- Complete all documentation and filing, as required
- Facilitate appeal process, where necessary
- Demonstrate understanding of appeal process and client right of appeal and use in work role
- Give client a clear explanation of appeal process
- Encourage clients to present all facts relevant to appeal
- Gather information on changes in circumstances and use to inform appeal process
- Arrange an interview if necessary and assess the need for an interpreter or advocate
- Request relevant information during interview
- Review facts obtained previously and make decision as per delegation
- Document decision
- Take appropriate action in response to a complaint
- Investigate complaint appropriately by listening to the person lodging the complaint and visiting parties concerned and neighbours
- 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
- Decide whether intervention should be taken by organisation
- Document case if decision is made that the organisation should intervene
- Gather information, reports, etc. from tenants, neighbours, police, tenant groups, etc.
- File a comprehensive record of complaint and action taken
- Use other agencies to assist in resolving a problem