Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. 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.
Government agencies may include:
federal agencies, such as:
Australian Competition and Consumer Commission
Federal Privacy Commission
Human Rights and Equal Opportunity Commission
state and territory agencies, such as:
business licensing
consumer protection
fair trading
small business.
Legislation may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
consumer protection
environmental issues
franchises and business structure
OHS
privacy
property management.
Types of tenancies may include:
commercial lease
industrial lease
residential lease
retail lease.
Effective communication strategies may include:
active listening
being non-judgemental
exploring problems
expressing an individual perspective
providing sufficient time for questions and responses
providing summarising and reflective responses in conflict situations
using appropriate words, behaviour and posture
using clarifying and summarising questions
using clear and concise language
using culturally appropriate communication
using plain English
using verbal and non-verbal communication.
Listings may include:
acquisition of the rent roll
advertising
builders and property developers
callers to the office
promoting investment property
recommendations
service.
Authority documents may include:
exclusive leasing or managing authority
general leasing or managing authority
sole agency leasing or managing authority.
Property leasing process may include:
assigning or subletting premises
bonds
entry by the landlord or agent
guarantees
looking after the premises
property insurance
rents
repairs
running expenses.
Statutory and agency leasing documents may include:
bond claim form
bond lodgement form
bond transfer form
condition report
notice of rent increase
rent receipts
tenancy agreement
tenancy application form.
Managing leased properties may include:
landlord insurance
quiet enjoyment
rent reviews
repairs and maintenance
routine inspections
termination.
Procedures for terminating leases and vacating leased properties may include:
bonds and security deposits
ending a tenancy agreement early
notice time
process for serving notice
written notice.
Statutory and agency documents to terminate a tenancy may include:
agency documentation
'giving notice for breach of duty' form
'giving notice to the tenant' form
'giving notice to vacate' form.
Roles and responsibilities of agents in leasing and managing property may include:
advertising
agreement to let and manage the property
assignment of lease
communicating regularly with the landlord
inspections
listing
maintenance of property
preparing the tenancy agreement
processing tenancy applications
property condition report
prospecting for properties
renewal and termination of lease
reviewing the tenancy with the landlord.
Strategies for resolving disputes may include:
conciliation
mediation
negotiation
referral to court
referral to tribunal.
Key register may refer to:
access to keys
coding of keys
entry of key in register
non-return of keys
records
security and storage procedures.

EVIDENCE GUIDE
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.
Overview of assessment
This unit of competency could be assessed through case studies, demonstrations and targeted written (including alternative formats where necessary) or verbal questioning relating to the legal and ethical requirements of property management. The case studies, demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of:
ability to communicate effectively and accurately with clients
accurately completing statutory and agency residential tenancy documentation, including authority, leasing and termination documents
knowledge of ethical and conduct standards and key principles of consumer protection, equal employment opportunity and privacy in relation to the leasing and management of property
knowledge of the process of leasing and managing property
knowledge of legislation and the regulatory framework relevant to the leasing and management of property
knowledge of the role, rights and responsibilities of the agent and tenant
using and maintaining a key register.
Context of and specific resources for assessment
Resource implications for assessment include:
access to suitable simulated or real opportunities and resources to demonstrate competence
assessment instruments that may include personal planner and assessment record book
access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.
Access must be provided to appropriate learning and/or assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.
Validity and sufficiency of evidence require that:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.