CHCCH410B - Manage and maintain tenancy agreements and services Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CHCCH410B Mapping and Delivery Guide Manage and maintain tenancy agreements and services
Version 1.0 Issue Date: May 2024
Qualification
-
Unit of Competency
CHCCH410B - Manage and maintain tenancy agreements and services
Description
This unit describes the knowledge and skills required to manage tenancy agreements and associated housing services, including termination, where necessary, for application in agencies responsible for sustainable tenancy management
Employability Skills
This unit contains Employability Skills
Learning Outcomes and Application
This unit is to be applied in the social housing context of community services work
Duration and Setting
X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Not Applicable
Competency Field
Development and validation strategy and guide for assessors and learners
Student Learning Resources
Handouts Activities
Slides PPT
Assessment 1
Assessment 2
Assessment 3
Assessment 4
Elements of Competency
Performance Criteria
Element: 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
Element: 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
Element: 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
Element: 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
Element: Respond to tenant's changing needs
Implement criteria for succession to proceed
Display sensitivity to client circumstances
Request and notesupporting documentation
Check supporting documentation for accuracy and use in decision-making process
Consider asset management issues
Element: 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
Element: 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
Element: 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
Element: Use other agencies to assist in resolving a problem
Seek other relevant people's opinions via confidential interviews when necessary
Consider all options
Mediate between involved parties in an attempt to resolve situation satisfactorily
Adhere to legal responsibility of reporting alleged criminal behaviour
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit must be assessed in realistic workplace situations or relevant simulated work environments
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Method of assessment:
Assessment may be via observation, questioning and examination of documentation
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
This describes the essential skills and knowledge and their level required for this unit.
Essential knowledge:
The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role
These include knowledge of:
All aspects of the rental system, including knowledge of residential tenancy legislation
Grievance procedures
Rights and responsibilities of clients and the organisation
Organisation's complaints process
Principles of sustaining tenancies
Socioeconomic impact of homelessness
Primary, secondary and tertiary definitions of homelessness
Essential skills:
It is critical that the candidate demonstrate the ability to:
Demonstrate compliance with legislative and organisation requirements
Respond appropriately to immediate client needs, including needs of individuals who are experiencing homelessness or who are at risk of becoming homeless
In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role
These include the ability to:
Demonstrate the application of skills in:
effective customer relations
administration to manage tenancy arrangements
Maintain documentation as required, including effective use of relevant information technology in line with work health and safety (WHS) guidelines
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Relevant information may be gathered:
From written sources
By observation
From inside the organisation
From external sources
Relevant information may be delivered in the form of:
Informal discussion
Structured interview
Leaflets/brochures
Correspondence/written reports
Audio-visual
Newsletters/circulars
Posters/graphic representation
Advise clients may include, but is not limited to:
Rights and obligations - Residential Tenancy Act
Rights and obligations in relation to policies and procedures of housing provider
Rights and obligations under other legislation related to residential tenancies
Location of type of housing providers and/or related support agencies available
Information or advice may be provided in the form of, but not restricted to:
Informal discussion
Structured interview
Telephone discussion
Written information, pamphlets, brochures, newsletters, etc
Posters/graphic representations
Audio-material
Other information that may be provided to new tenants is:
Tenant handbook
Relevant brochures:
Payment options
Contact details for the organisation
Guarantee of service
Maintenance procedures
Rebates process
Mutual exchange
Local government regulations (services provided)
Community information
Special services specific to allocated area
Legal requirements may be detailed in:
Residential Tenancies Act and regulations
Eligibility criteria for tenants are outlined in:
Current Housing Authority guidelines
Community Housing Policy
Public housing policy
Crisis situations may include:
Extensive property damage
Tenant experiencing family violence
Deaths in the property
Tenant's changing needs may include:
Succession
Change in household circumstances (e.g. increase or decrease in size
Need for disability modifications
Supporting documentation may be:
Proof of meeting housing body eligibility requirements e.g. identification and income
Proof of circumstance:
Marriage certificate
Death certificate
Search on 'rebate'
Custody documents
Statutory declaration from outgoing tenant agreeing to succession of tenancy
Note support documentation may be carried out:
By photocopying documentation
Asset management issues may include:
Assets 'under occupancy'
Disposal
Redevelopment
Sale
Intervention may include:
Referral to Community Justice Centre
Referral to Community Health Centre
Referral to housing information services
Referral to other community support services
Options to resolve a problem may include:
Rehouse one or more tenants
Mutual exchange
Referral to Community Justice Centre or other legal resources
Involvement of Community Health Centre
Proceed to Residential Tenancy Tribunal for orders - nuisance and annoyance
Reasons for tenancy termination may include:
Voluntary (e.g. instigated by tenant)
Involuntary (e.g. eviction)
Abandonment
Tenant no longer eligible for assistance (e.g. no longer meets eligibilitycriteria)
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice
Yes
No
Comments/feedback
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
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
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
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
Implement criteria for succession to proceed
Display sensitivity to client circumstances
Request and notesupporting documentation
Check supporting documentation for accuracy and use in decision-making process
Consider asset management issues
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
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
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
Seek other relevant people's opinions via confidential interviews when necessary
Consider all options
Mediate between involved parties in an attempt to resolve situation satisfactorily
Adhere to legal responsibility of reporting alleged criminal behaviour
Forms
Assessment Cover Sheet
CHCCH410B - Manage and maintain tenancy agreements and services
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
CHCCH410B - Manage and maintain tenancy agreements and services
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent