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.
Rights and duties of tenants and landlords or agents may include:
access to retail premises
assigning or subletting premises
condition of premises
entry to premises by landlord or agent of rented premises
inspections
rent, including:
payment
receipting, banking and recording
tenant withholding rent
quiet enjoyment
running expenses
urgent and non-urgent repairs.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
anti-money laundering
consumer protection, fair trading and trade practices
employment and industrial relations
financial services
leasing
OHS
privacy
property management.
Strategies for collection of rental arrears may include:
contact the tenant promptly when rental arrear first occurs
contain any escalation of the debt
debt collection agencies
regular checking of rental arrears
warning letters.
Rent increases and reviews may include:
residential tenancies
retail tenancies.
Enquiries from tenants and landlords may be received through:
email
inspections
office
open houses
referral
telephone
website.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the landlord or tenant feel valued
promote and maintain an effective relationship with the landlord or tenant.
Appropriate people may include:
agency principal
landlord
licensed real estate agent.
Agency renewal patterns for leases and tenancy agreements may include:
duration, frequency and number of leases and tenancy agreements
proportion of leases and tenancy agreements renewed
reasons for renewal and non-renewal of leases or tenancy agreements
relationship with key events, such as start of school or university year, holiday seasons and financial year commencement
levels of rents in renewed leases and tenancy agreements
timing of renewals.
Lease and tenancy agreement expiries are scheduled may refer to:
expiry date of lease
landlord's plans
tenant's plans.
Parties may include:
agency principal
landlord
licensed real estate agent
property manager
real estate representative
tenant.
Effective interpersonal communication techniques may include:
active listening
providing an opportunity for landlords or tenants to clarify their understanding of the process
soft questioning and seeking feedback from landlords or tenants to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of landlord or tenant message
using appropriate body language.
Negotiation skills may include:
analytical skills
listening techniques
non-verbal communication skills
personal attributes
presentation techniques
questioning techniques
speaking skills.
Entitlement to retain part or all of security deposit or bond money may include:
damage caused by tenants or visitors
loss of the landlord's goods
tenant abandoning the premises
tenant leaving the landlord to pay bills that the tenant should have paid
tenant not keeping premises reasonably clean
unpaid rent.

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 and practical demonstration of monitoring and managing a lease or tenancy agreement, including the renewal and termination of a lease or tenancy agreement. 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:
implementing the conditions of leases and tenancy agreements, including conducting inspections, preparing condition reports, collecting rents, monitoring rent arrears and implementing rent reviews and increases, in line with agency practice, ethical standards and legislative requirements
knowledge of agency practice, ethical standards and legislative requirements associated with monitoring and managing properties during the term of a lease or tenancy agreement and the renewal or termination of leases and tenancy agreements

knowledge of rights and duties of tenants and landlords or agents with regard to the termination of leases and tenancy agreements
knowledge of the rights and duties of landlords and tenants with regard to the renewal of leases and tenancy agreements
managing the termination of leases and tenancy agreements on behalf of landlords
planning and managing the renewal of leases and tenancy agreements
responding to requests from tenants and landlords
responding to the termination of leases or tenancy agreements initiated by tenant.
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.