ELEMENT

PERFORMANCE CRITERIA

1. Correctly complete tenancy agreement

1.1 Complete all necessary clerical and administrative functions as required

1.2 Make suitable appointment time for signing and organise interpreters, if necessary

1.3 Complete property conditions report

1.4 Inform clients of documentation and money required prior to sign-up

1.5 Advise clients of the rebate and rental payment options when necessary

1.6 Supply clients with all relevant information

1.7 Address all legal requirements in respect of executing agreements

1.8 Organise documentation and legal representation for 'under age' client prior to signing tenancy agreement

2. Explain the range of housing services provided 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 Where applicable, provide information on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation, to new tenants

2.3 Follow relevant organisation or department policies and procedures

2.4 Explain the maintenance system e.g. urgent, priority, normal, after hours to new tenants

2.5 Explain the rental rebate system and grievance procedures to new tenants

2.6 Explain other services provided by the organisation as applicable

2.7 Make explanations simply and clearly, taking into account cultural, mental, physical and intellectual differences of tenants

3. Recognise crisis and the need for immediate intervention

3.1 Utilise specialist expertise of other agencies and community services as appropriate

3.2 Apply organisation procedures to crisis situations

3.3 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless

3.4 Work with understanding of 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. Promote landlord and tenant responsibilities (per the tenancy agreement)

4.1 Ensure maintenance of dwellings through inspections and review of complaints

4.2 Manage rental accounts in accordance with current guidelines

4.3 Manage rental bonds, if applicable, 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 Ensure clients are made aware of their rights and responsibilities, including landlord responsibilities

5. Respond to tenant's changing needs

5.1 Implement criteria for succession to proceed

5.2 Display sensitivity to client circumstances

5.3 Request and notesupporting documentation

5.4 Check supporting documentation for accuracy and use in decision-making process

5.5 Consider asset management issues

6. Manage tenancy termination processes, where necessary

6.1 Apply understanding of reasons for tenancy termination

6.2 Apply correct understanding of tenancy termination processes

6.3 Follow termination procedures of organisation, including fulfilling legal requirements

6.4 Maintain client confidentiality within organisation policies and procedures

6.5 Assist tenants, where appropriate, including referrals to appropriate tenant/advocate/legal representation

6.6 Complete all documentation and filing, as required

7. Facilitate appeal process, where necessary

7.1 Demonstrate understanding of appeal process and client right of appeal and use in work role

7.2 Give client a clear explanation of appeal process

7.3 Encourage clients to present all facts relevant to appeal

7.4 Gather information on changes in circumstances and use to inform appeal process

7.5 Arrange an interview if necessary and assess the need for an interpreter or advocate

7.6 Request relevant information during interview

7.7 Review facts obtained previously and make decision as per delegation

7.8 Document decision

8. Take appropriate action in response to a complaint

8.1 Investigate complaint appropriately by listening to the person lodging the complaint and visiting parties concerned and neighbours

8.2 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

8.3 Decide whether intervention should be taken by organisation

8.4 Document case if decision is made that the organisation should intervene

8.5 Gather information, reports, etc. from tenants, neighbours, police, tenant groups, etc.

8.6 File a comprehensive record of complaint and action taken

9. Use other agencies to assist in resolving a problem

9.1 Seek other relevant people's opinions via confidential interviews when necessary

9.2 Consider all options

9.3 Mediate between involved parties in an attempt to resolve situation satisfactorily

9.4 Adhere to legal responsibility of reporting alleged criminal behaviour