Elements and Performance Criteria

Clients may include:
New service users
Existing service users seeking re-housing
Clients of other housing services

Allocations/priority housing criteria may be based upon:
Organisational policy or guidelines
As directed by relevant departmental/funder guidelines

Relevant agencies/community workers include:
Telstra
Emergency services
Gas company
Removalists
Welfare and community agencies
Relevant government agencies/organisations

Critical aspects of assessment:
Application of policies and procedures within the organisation
Application of appropriate policies and legislative requirements at the Residential Tenancies Tribunal or equivalent
Involvement of stakeholders in evaluation of organisation's policies in relation to housing allocation
Application of computer systems, where available, particularly 'letting enquiry queue' to advise client of approximate waiting time in preferred area of choice
Ability to implement, where relevant, computer rehousing module or equivalent

Essential knowledge:
Interview processes
Cultural protocols and systems
Communication and decision-making processes
Relevant information management protocols
Range of available and/or appropriate services
Alternative 'Mutual Exchange' and the 'Mutual Exchange Register' or equivalent
Factors and level of risk in relation to domestic violence issues and harassment
Assessment processes to determine appropriate stock or bedroom category for household complement
Review processes for eligibility according to organisational policy
Asset management issues ie. financial assets, budgetary constraints, exercising business judgement
Processes to identify rehousing circumstances where direct, immediate relocation are required
Alternative options such as mutual exchange, SRS, DRS subsides, rental assistance scheme or referral to support agencies or equivalent

Essential skills:
Interview techniques
Interpreting and analysing policies, guidelines and legislation
Negotiation, mediation and conflict resolution
Highly developed written communication skills
Effective verbal communication skills
Ability to review and develop policy

Resource implications:
Access to a workplace where assessment can be conducted, or
Access to a realistic simulated workplace setting

Consistency in performance:
It is recommended that this competency be assessed on one occasion

Context of assessment:
This unit should be assessed in the workplace or through a relevant simulation