Elements and Performance Criteria
- Elements define the essential outcomes
- Complete tenancy agreement
- Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
- Complete written property conditions report
- Inform clients of money and other documentation required prior to sign-up
- Advise clients of the rebate and rental payment options
- 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 policies and procedures to new tenants
- Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears
- Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
- Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
- Recognise crisis and the need for immediate intervention
- Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
- Utilise specialist expertise of other agencies and community services
- Identify crisis situations and follow organisation’s intervention procedures
- Comply with 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
- Facilitate landlord and tenant responsibilities (per the tenancy agreement)
- Follow organisation’s procedures for inspections, maintenance and complaints handling
- Manage rental accounts in accordance with current guidelines
- Manage rental bonds in accordance with organisations policies and relevant legislation
- Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines
- Inform clients and landlords of their rights and responsibilities
- Respond with sensitivity to tenant’s changing needs and circumstances
- Manage tenancy termination processes
- Determine reasons for tenancy termination
- Follow organisation procedures and legal processes for termination
- Maintain client confidentiality within organisation policies and procedures
- Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
- Complete all termination documentation and filing in accordance with role
- Manage eviction process
- Facilitate appeal process
- Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
- Gather information on changes in circumstances and use to inform appeal process
- Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
- Review facts obtained previously and make decision as per delegation
- Document appeals decision
- Take appropriate action in response to a complaint about tenant
- Investigate complaint and determine if the client has attempted to resolve the problem
- Decide whether intervention should be taken by organisation
- Document case if decision is made that the organisation should intervene
- Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
- Write and file a comprehensive record of complaint and action taken
- Resolve problems
- Respond with sensitivity to tenant’s changing needs and circumstances