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:
agents or third parties for owners
in-house staff and office contractors
owner corporations, and body corporate and community title groups
potential and existing owners
prospective and existing tenants
strata companies.
Client needs may relate to:
beliefs and values
conventions of gender and sexuality
cultural practices and observations
cultural stereotypes
disposable income and financial constraints
environmental considerations
language
physical and mental disabilities
religious and spiritual observances
social conventions
verbal and non-verbal communication.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
acting in principal's best interests
agency policies and guidelines
business and performance plans
clear communication of services offered and fee for services
clear negotiation of fees
complaint and dispute resolution procedures
declaration of beneficial interest
goals, objectives, plans, systems and processes
legal and ethical requirements and codes of practice
misrepresentation
mission statements and strategic plans
OHS policies, procedures and programs
over-servicing, fixed charges rather than fee for service
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.
Owner responsibilities may include:
administrative and sinking funds
appropriate levies
budgeting
building maintenance requirements
maintenance of cash flow.
Relevant people may include:
clients
colleagues
consumers
government personnel
legal representatives
members of industry associations
supervisors.
Legislative, ethical and procedural requirements may be outlined and reflected in:
Australian Securities and Investments Commission, Australian Competition and Consumer Commission, and 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
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.
Services may relate to:
property and facilities management for a range of property types
residential, commercial and industrial property.
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.
Resources may relate to:
materials
personnel
tools and equipment
training
transport.
Record management systems may relate to:
administrative and sinking funds
by-laws
investments
repairs
strata levies
trust accounting.
Records and reports may include:
completed repairs and maintenance
electronic or paper-based information
logs and journals
organisational forms
radio and telephone records
records of meetings
running sheets
task allocation sheets.
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.
Relevant documentation may relate to:
building codes
licences
maps
organisational, industry and other contracts
permits and plans
property marketing, sale and lease agreements or contracts
specifications
tenancy agreements
titles.

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 implementing a strata/community management 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:
establishing and negotiating agreement requirements through consultation and research, including:
factors likely to affect the management of property
management fees and services offered
necessary record keeping practices
omissions or errors within agreements
owners responsibilities and expectations
security arrangements for management of property and facilities
implementing and monitoring agreement, including:
arranging, managing and recording meetings
depositing monies held on behalf of owner corporations
liaising with owners or tenants about repairs and maintenance
maintaining and protecting condition of common property
maintaining relevant statutory records and books
managing insurance claims and payments
responding appropriately to requests for repairs and maintenance
knowledge of organisation's practices, ethical standards and legislative requirements associated with implementing strata/community management agreements
maintaining relevant statutory records and books, including administrative and sinking funds, by-laws, investments, repairs and maintenance, strata levies and trust accounting
conducting meetings
reviewing and reporting on agreement outcomes, including consultation with owners or tenants.
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.