Elements and Performance Criteria

Reconciliation of accounts involves:
Appropriate assessment of rent rebate entitlements (including interpretation of income statements and supporting documentation)
Investigation of tenant charges

Recovery actions may include:
Negotiations with tenant/s
Initiation of legal action to recover debt, if alternative forms of negotiation have been unsuccessful, as per Department of Housing Arrears Management Strategy or equivalent

Legal requirements include:
Residential Tenancies Act
Policies and procedures of Department of Housing or equivalent

Critical aspects of assessment:
Application of policies and procedures within the organisation
Application of appropriate policies and legislative requirements at the Residential Tenancies Tribunal or equivalent
Involvement of stakeholders in evaluation of organisation's policies in relation to rental management

Essential knowledge:
Key elements of rent arrears management
Factors which signal difficulties in tenancies in relation to payment of rent
Factors related to establishing clear and appropriate processes of communication with tenants in relation to rental management
Rental account system and its operation within the organisation
Computer systems used in the organisation
Client confidentiality
Eviction procedures
Legal requirements in relation to termination of tenancies

Essential skills:
Interpreting and analysing legislation
Mediation and conflict resolution
Policy development and review
Ability to calculate rents, rebates, other relevant subsidies

Resource implications:
Access to a workplace where assessment can be conducted, or
Access to a realistic simulated workplace setting

Consistency in performance:
It is recommended that this competency be assessed on one occasion

Context of assessment:
Assessment for this unit should occur in the workplace or in a relevant simulation