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.
Clients may include:
corporations
groups
individuals
private or public enterprises.
Client requirements may include:
conditions of lease
purpose of listing property for lease, including:
business reasons
deceased estate
investment
relocation
replacing or upgrading existing property
rent expectations
timeframe.
Interpersonal communication techniques may include:
active listening
providing an opportunity for clients to clarify their understanding of the leasing process
soft questioning and seeking feedback from clients to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of client message
using appropriate body language.
Assistance given to licensee in charge or principal and other members of property management team to prepare property listing presentation may include:
assemble property management information kit
confirm contact details of client
make and confirm appointment with client
prepare agent and agency profile
prepare and assemble promotional materials
research market conditions and rents for comparable properties.
Information on comparable properties and market conditions may include:
comparable properties, such as:
description
location
period of lease
photographs
rent and rental returns
property market trends, such as:
lease or tenancy agreement terminations and renewals
occupancy levels
rents
time taken to place tenant.
Promotional material and property management information kit may include:
agency and statutory documentation
agency marketing plans
agency web page and online service information, such as web log, podcast, virtual tours and online directory
agent and agency profile
list of services provided by agency
listing documentation
similar properties
testimonials.
Assistance given to licensee in charge or principal and other members of property management team in conducting property management appraisal may include:
addressing concerns of key decision makers
arranging to gather requested information for client
identifying potential property improvements
identifying key features of property
providing information on market conditions
providing information on marketing activities
providing information on rent and rental returns
responding to client questions
taking notes of client questions and requests for information
visual inspection of property.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
consumer protection, fair trading and trade practices
employment and industrial relations
financial services
OHS
privacy
property management.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the client feel valued
promote and maintain an effective relationship with client.
Appropriate person may include:
agency principal
licensed real estate agent
other members of property management team.
Information may include:
agency services
data on managed properties
legislative requirements
listing documentation
marketing activities and costs
process for screening and placing tenants
property inspections.
Support may include:
administrative tasks
client contact
completion of listing documentation
research tasks.

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 assisting in preparing and presenting a listing presentation for a property for lease as part of the property management team. 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:
assisting in a real or simulated environment with preparing property listing presentations in line with client requirements, agent instructions and agency practice
assisting in a real or simulated environment with preparing promotional material and a property management information kit to highlight benefits of agent and agency and address client requirements in line with agency practice, ethical standards and legislative requirements
assisting in a real or simulated environment with the delivery of listing presentations in line with agency practice and legislative requirements
assisting in a real or simulated environment with the provision of follow-up services to clients in order to finalise listing of properties for lease
knowledge of agency practice, ethical standards and legislative requirements affecting the listing of properties for lease
knowledge of consumer protection principles that impact on the listing of properties for lease.
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 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.