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.
Customers may include:
those with routine or special requests
internal or external customers
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities
regular and new customers.
Customer preferences, needs and expectations may relate to:
company information on services
contract administration
current and planned property developments
information about leases and leasing
property characteristics, including:
availability of alternative energy sources
accessibility for people with disabilities
energy efficiency
energy ratings
water saving devices
property operations and policy or management procedures
sales and marketing services.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
business and performance plans
complaint and dispute resolution procedures
emergency and evacuation procedures
employer and employee rights and responsibilities
goals, objectives, plans, systems and processes
legal and ethical requirements and codes of practice
mission statements and strategic plans
OHS policies, procedures and programs
policies and procedures in relation to client service
policies and procedures relating to own role and responsibility
quality and continuous improvement processes and standards
quality assurance and procedure manuals
records and information systems and processes.
Legislative requirements may be outlined and reflected in:
Australian standards
codes of practice, which may cover areas including market sector, industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law
consumer protection
environmental and zoning laws affecting:
access security
access and property use
energy efficiency
freedom of information
home building requirements
local regulations and by-laws
privacy laws applying to owners, contractors and tenants
public health
quality assurance and certification requirements
relevant federal, and state or territory legislation that affects organisational operation, including:
anti-discrimination and diversity
environmental issues
EEO
industrial relations
OHS
strata, community and company titles
tenancy agreements
trade practices laws and guidelines.
Communication techniques may include:
active listening
clear, legible writing
giving customers full attention
maintaining eye contact
non-verbal communication, such as body language and personal presentation
speaking clearly and concisely
using appropriate language and tone of voice
using open and closed questions.
Limitations may relate to:
job role and responsibilities
knowledge of services
legal responsibilities
organisational, industry and national training requirements
own competency level.
Relevant people may include:
customers
colleagues
legal representatives
members of industry associations
supervisors.
Knowledge may include:
features and benefits of products and services
promotional pamphlets
range of products and services
supplier information
written communications on products and services.
Organisational policies and procedures may be outlined and reflected in:
business and performance plans
complaint and dispute resolution procedures
legal and ethical requirements and codes of practice
marketing guidelines
OHS policies, procedures and programs
policies and procedures in relation to client service
quality and continuous improvement processes and standards.
Feedback may be sought from:
customers and legal representatives
supervisors and colleagues
formal and informal performance appraisals
workplace assessment.

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 practical demonstration of the candidate receiving and responding to a customer inquiry. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The 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:
accurately identifying the needs of customers
delivering a service to customers in appropriate timeframes
knowledge of agency practices, ethical standards and legislative requirements associated with meeting customer needs and expectations
locating, interpreting and applying relevant information
recommending acceptable alternatives to customers, or explaining to customers why their needs cannot be met
using appropriate communication strategies.
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.