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.
Property services may relate to:
business broking
buyer advocacy or agent
facilities management for a range of property types
marketing, sale and leasing a range of property types
on-site residential property management
property management for a range of property types
residential, commercial and industrial property and facilities
rural agency practice
strata and community title management
urban agency practice.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
agency policies and guidelines
business and performance plans
complaint and dispute resolution procedures
ethical standards and codes of practice, such as:
acting in principal's best interests
clear communication of services offered and fee for services
clear negotiation of fees
declaration of beneficial interest
misrepresentation
over-servicing
fixed charges rather than fee for service
goals, objectives, plans, systems and processes
legal policies and guidelines
mission statements and strategic plans
OHS policies, procedures and programs
policies and procedures in relation to client service
quality and continuous improvement processes and standards
quality assurance and procedure manuals
sales, marketing and leasing management procedure manuals.
Legislative, financial and procedural requirements may be outlined and reflected in:
Australian Securities and Investments Commission, Australian Competition and Consumer Commission, Foreign Investment Review Board requirements
Australian standards
federal and state taxation requirements
consumer protection laws and guidelines
court and tribunal precedents
environmental and zoning laws affecting access security, access and property use
freedom of information
home building requirements
licensing requirements
privacy and confidentiality requirements and laws applying to owners, contractors and tenants
public health
quality assurance and certification requirements
relevant common law
relevant federal, and state or territory legislation and regulations affecting organisational operation, including:
anti-discrimination and diversity
environmental issues
equal employment opportunity (EEO)
industrial relations
OHS
relevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law
relevant local government policies and regulations
strata, community and company titles
tenancy agreements
trade practices laws and guidelines.
Clients may include:
agents or third parties for purchasers and vendors
in-house staff and office contractors
other agency staff
owner corporations and community title groups
potential vendors
prospective and existing landlords
prospective and existing tenants
prospective purchasers
purchasers
vendors.
Specific needs may relate to:
beliefs and values
conventions of gender and sexuality
cultural stereotypes
dress
food and diet
religious and spiritual observances
social conventions
traditional practices and observations
verbal and non-verbal language.
Relevant people may include:
agents
clients
legal representatives
members of industry associations
property owners
supervisors and colleagues
tenants.
Codes of ethics and practice may relate to:
accurate determination and clarification of expectations of owner corporations
acting in principal's best interests
clear communication of services offered and fee for services
clear negotiation of fees
declaration of beneficial interest
declaration of conflict of interest
disclosure of relevant information, including management fees
fair and honest provision of property services
individual behaviour
maintaining confidentiality
misrepresentation
non-discriminatory practices
over-servicing, fixed charges rather than fee for service
representation of organisation and clients
use of organisational property.
Information may relate to:
agency records
asset registers
client and colleague surveys
financial and budgetary procedures, policies and guidelines
historical data
insurances

operating environment of organisation, including financial markets, competitors, core business activities, functions and stakeholders
organisational procedures, policies and guidelines
property management reports
reports and relevant documentation
taxation records.
Specialist advice may be sought from:
architects
bankers and financiers
government officials
investment consultants
members of industry associations
planners
real estate agents
solicitors
supervisors and colleagues
technical experts
valuers.
Change may relate to:
change in work location
implementation of new work practices and services
introduction of new technology
job role changes
new client base
organisational restructures
staffing changes
work priorities.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers
scanners
software applications, such as databases and word applications.
Mentoring and coaching may relate to:
fair and ethical practices
non-discriminatory processes and activities
presenting and promoting a positive image of the collective group
problem solving
providing encouragement
providing feedback to team members and colleagues
respecting the contribution of all participants and giving credit for achievements.
Professional development strategies may include:
coaching, mentoring and supervision
formal and informal learning programs
identifying and establishing new career paths
involvement in community and industry activities
updating and maintaining knowledge base on current issues for work and professional practice
use of existing strengths to focus future career development
work rotation to facilitate changing work priorities.
Feedback may include:
formal and informal discussions, reviews and evaluations with:
existing and previous clients
peers, colleagues and managers
information provided by others involved in a professional capacity, both internal and external to the organisation.
Competency standards and other relevant benchmarks may relate to:
other benchmarks such as:
industry code of conduct and code of ethics
statutory and legislative requirements in terms of working in the property industry

personal and technical knowledge, skills and attitudinal aspects (competencies) required to undertake the day-to-day tasks and duties of the work function effectively and efficiently, specifically:
competency standards for the property industry
other relevant industry, cross-industry and enterprise competency standards.
Professional networks may include:
advisory committees
committees
government agencies
internal and external customers
lobby groups
local inter-agency groups
other organisations
professional and occupational associations
project-specific ad hoc consultative and reference groups
specific interest or support groups
suppliers
work teams.

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 providing effective leadership in the property industry. 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:
knowing and accurately interpreting and complying with relevant legislative, financial and procedural requirements and prescribed codes of conduct, and checking own understanding and application with relevant people
demonstrating high standards of work practices and ethics in providing property services, including accurate determination and clarification of expectations of owner corporations; acting in principal's best interests; adequate disclosure of relevant information, including management fees; declaration of beneficial interests; ethical representation of organisation and clients; fair and honest provision of property services; identification and disclosure of conflicts of interest; maintenance of confidentiality; non-discriminatory practices; over-servicing; and fixed charges rather than fee for service
using constructive feedback and industry competency standards and benchmarks to identify and implement opportunities for developing and maintaining own professional development
using effective communication techniques to introduce and monitor change, while providing support to, and maintaining relationships with, clients and colleagues throughout the change process.
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.