Elements and Performance Criteria

This unit is relevant to activity within the following market sectors:

Range Description
Retail
Commercial
Industrial,
Residential
Hospitality
Infrastructure
Services
Public housing
Community housing
Supported accommodation programs
State government
This unit applies to property found in urban, semi urban and non-urban environments, as well as low, medium and high-density housing estates and within Body Corporate arrangements.
This unit also applies to both publicly owned and managed properties, as well as privately owned and leased properties.

Types of enquiry may include:
Lease enquiries
Company information
Property management policy/procedures
Current and planned developments
Contract administration
Sales and marketing responses
Repairs to rented premises
Complaints about non-compliance with lease or contract
Maintenance charges against tenants

Inspections may cover:
Proposed property uses
Site conditions
Lease compliance
Demonstrations

Clients may include:
Management
Business owners
Specialist consultants and advisers
Other property companies
Tenants
Contracted and casual tradespersons

Relevant bookings may include:
Visits
Meetings
Inspections
Demonstrations
Work orders to tradespersons
Reports from specialist consultants

Business documentation may be manual or computerised and may include:
Enquiry records
Financial records
Schedules
Diary entries
Client histories
File notes
Property condition records
Tenancy records

Relevant legislation (Federal, State and Local) and industry codes of practice cover areas including:
The market sector
Environment
Construction
Land use
Zoning
Native title
Utility use (water, gas, electricity)
Freedom of information
Consumer affairs

Critical aspects of assessment
Achieving client satisfaction with manner and approach to enquiry, including the ability to change communication style where appropriate
Reviewing the actual work performed under normal industry operating conditions. If this is not practicable, evidence obtained in simulated environments may be substituted
Asset management principles are followed

Essential knowledge includes:
Business operations, budget restraints and property maintenance processes
Departmental policies and procedures
Work allocation procedures
Relevant industry codes of practice and regulations
Departmental property for sales/marketing/purchase
Departmental computer systems and processes
Types of client expectations, including diversity of clients with complex needs
Department organisational values, maintenance charter
Legislative constraints

Essential skills include:
Telephone client relations
Interpersonal
Dispute resolution
Verbal and written communication
Questioning and listening
Accessing internal and external property information

Resource implications:
Access to a work environment or an industry approved simulated work environment where assessment can take place
Access to appropriate property recording system

Consistency in performance:
It is recommended that this competency be assessed on one occasion and includes handling a client enquiry from at least four different client types with different client needs

Context of assessment:
Assessment of competency may be made through practical demonstration in the work environment or in an industry approved simulated work environment
Assessment should incorporate case files of work records demonstrating diversity of application of the performance criteria