Elements and Performance Criteria

Relevant information may be gathered:
From written sources
By observation
From inside the organisation
From external sources

Information may be delivered in the form of:
Informal discussion
Structured interview
Leaflets/brochures
Correspondence/written reports
Audio-visual
Newsletters/circulars
Posters/graphic representation

Advice to clients may include, but is not restricted 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:
Guarantee of service
Maintenance
Rebates
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

Criteria for determining eligibility of tenant is outlined in:

Current Department of Housing guideline

Supporting documentation may be:
Proof of meeting public housing eligibility requirements eg. 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

Noting support documentation may be carried out:

By photocopying documentation

Asset management issues may include:
Assets "under occupancy"
Disposal
Redevelopment
Sale

Organisational intervention may include:
Referral to Community Justice Centre
Referral to Community Health Centre
Referral to Community Housing team

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

Critical aspects of assessment must include:
Compliance with legislative and organisational requirements
Responding appropriately to immediate client needs

Essential knowledge required includes:
Local available properties
All aspects of the rental system
Grievance procedures
Rights and responsibilities of clients and the organisation

Essential skills include:
Effective customer relations
Administration skills to manage tenancy arrangements

Method of assessment:
Assessment may be via observation, questioning and examination of documentation

Context of assessment:
This unit must be assessed in realistic workplace situations