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.
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, which may cover areas including market sector, 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.
Clients may include:
agents or third parties for owners
in-house staff and office contractors
owner corporations, 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
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.
Relevant people may include:
clients
colleagues
consumers
legal representatives
members of industry associations
supervisors.
Codes of ethics and conduct may relate to:
accurate determination and clarification of owner corporation's expectations
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.
Specialist advice may be sought from:
architects
bankers and financiers
builders
government officials
investment consultants
members of industry associations
planners
real estate agents
solicitors
subcontractors
supervisors and colleagues
technical experts
valuers.
Work practices may relate to:
contractor management
dealing with owners' corporations and tenants
engaging clients
managing property and other facilities
negotiating and executing management agreements
obtaining prospects for listing
planning and managing meetings

promoting, advertising and undertaking administrative duties of the agency
providing support within the agency
receiving and handling monies
records management
undertaking routine functions within the agency.
Factors may relate to:
changes to procedures
competing work demands
environmental factors, such as time and weather
health and safety issues
resource issues
technology and equipment breakdown.
Standard documentation may include:
building codes
licences
maps
organisational, industry and other contracts
permits
plans
property marketing, sale and lease agreements or contracts
specifications
tenancy agreements
titles.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers and scanners
software applications, such as databases and word applications.
Risks:
may relate to:
changes to regulations and legislation
client and staff satisfaction
competition
emergencies and disasters
fire and security
health and safety
market influences
physical, financial or human resources
project control and cash flow
suppliers and contractors
time constraints

may be identified through:
audits and review of audit reports
checking work area and equipment before and during work
ongoing training
regular housekeeping activities
regular formal and informal consultation and meetings with colleagues
review of OHS records, including registers of hazardous substances and dangerous goods
workplace inspections in area of responsibility.
Limitations may relate to:
industry requirements
job role and responsibilities
legal responsibilities
own competency level
own interpretation of legislation, regulations and procedures
own understanding of risk identification processes
quality processes.
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
using 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 sector
personal and technical knowledge, skills and attitudinal aspects 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.

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 applying foundation knowledge to perform work tasks in the strata/community management sector. 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, interpreting and complying with relevant legislative, ethical and procedural requirements and confirming own understanding and application with relevant people, including:
determining and clarifying expectations of owner corporations
acting in principal's best interests
adequate disclosure of relevant information, including management fees and declaration of beneficial interests
ethical representation of organisation and clients
fair and honest provision of property services
identifying and disclosing conflicts of interest
maintaining confidentiality
non-discriminatory practices
over-servicing
fixed charges rather than fee for service
completing standard documentation using business equipment and technology and ensuring adherence to legislative and procedural requirements, and securely storing the documentation
identifying, scheduling and carrying out work tasks in a way that demonstrates compliance with legislative, ethical and procedural requirements, and identifying and reporting factors that impede the achievement of scheduled tasks
identifying a range of potential risks through consultation with relevant people, and demonstrating appropriate practices for handling monies and securing property and facilities

using feedback and industry competency standards and benchmarks to identify accurately and implement opportunities for developing and maintaining own professional development.
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.