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Tenancy Management Skill Set

The Tenancy Management course reflects the role of individuals delivering housing support services and housing management to tenants, applicants and the community in the social housing industry. This course can contribute five units of competency towards the CHC42221 Certificate IV in Housing (Social Housing).

Course Overview

Recommended for people looking for a worthwhile career supporting others through social housing.

 

  • 6 Months Part-Time online (Tues-Wed)
  • 5 UNITS OF COMPETENCY FROM CHC42221
  • $350 PER UNIT with Funding TBC

  • 5 FEBRUARY 2025
  • NO ENTRY REQUIREMENTS
EOI Form
TENANCY MANAGEMENT SKILL SET

This course reflects the role of individuals delivering housing management to tenants and applicants in the social housing industry.

Participants may work in social housing with a community housing provider or with Homes NSW in positions supporting tenancy. Roles include Client Service Officer, Tenancy Officer, Tenancy Manager, Housing Support Officer and Tenancy Coordinator, and generally work under supervision in an administrative or assisting capacity.

This course will contribute five units of competency towards the CHC42221 Certificate IV in Housing (Social Housing).

1. CHCSOH021 Work with clients within social housing system

2. CHCDIV002 Promote Aboriginal and Torres Strait Islander cultural safety

3. CHCSOH014 Manage and maintain tenancy agreements and services

4. CHCSOH016 Manage rent and rent arrears

5. CHCSOH024 Support sustainable tenancies

PLACEMENT: Opportunity for a 3-week placement at a nominated Community Housing Provider

CHCSOH021 Work with clients within the social housing system

This unit describes the skills and knowledge required to assist people who are looking for or need assistance with housing and accommodation. This applies to people working in tenancy and non-tenancy services in social housing. Studying this unit will involve gaining knowledge of the social housing system, the range of services available legal and ethical considerations and how this is applied in organisations and in your personal practice. It will involve assisting three customers in search of housing or need assistance with maintaining their housing and accommodation.

CHCDIV002 Promote Aboriginal and/or Torres Strait Islander cultural safety

The unit describes the skills and knowledge required to identify Aboriginal and/or Torres Strait Islander cultural safety issues in the workplace, model cultural safety in own work practice, and develop strategies to enhance cultural safety. This unit applies to people working in a broad range of roles including those involved in direct client service, program planning, development and evaluation contexts.

CHCSOH014 Manage and maintain tenancy agreements and services

This unit describes the performance outcomes, skills and knowledge required to manage tenancy agreements and associated housing services. This unit applies to individuals who work in a social housing context in agencies responsible for sustainable tenancy management. Workers exercise judgement and sensitivity when working with clients within clearly defined processes and procedures.

CHCSOH016 Manage rent and rent arrears

This unit describes the skills and knowledge required to manage all aspects of tenancy and rental arrears. This applies to people who work in social housing. Key elements of the training will cover the principles of sustaining tenancies and early intervention strategies, responsibilities for both the organisation and tenant in meeting the responsibilities of the Residential Tenancy Agreement and techniques for calculating rent and other charges.

CHCSOH024 Support sustainable tenancies

This unit describes the performance outcomes, skills and knowledge required to assist tenants to maintain a sustainable tenancy. This unit applies to individuals who work in a social housing context. Workers exercise judgement and sensitivity when working with tenants within clearly defined processes and procedures.

Placement

Work placement with a Community Housing Organisation may be organised for all students to attend for three weeks. Students will be able to gain first-hand experience of community housing, develop their professional roles and identify the areas where they would like to further their careers. Placement for the student and organisation is without remuneration and voluntary.

1. OVERVIEW

This part-time course has been structured to provide learning across all aspects of tenancy management operations, build knowledge and understanding of the customer base and develop skills in working with people with an overarching goal to sustain their tenancies.

2. CLASSES DELIVERED ONLINE VIA ZOOM

All classes will be delivered online through the Zoom platform. To get the most out of your course you will need to have access to a quiet room, a computer with camera and microphone and time to attend classes undisturbed.

3. CLASS DAYS & STRUCTURE

Classes are scheduled for Tuesday and Wednesday Classes commence at 9.30am and conclude by 12.30pm. A minimum 80% attendance is required, with assistance provided by a Student Support Advisor should any issues arise.

4. COURSE MATERIALS

Course material is available online through Moodle – your learning management system – in addition to class work.

Recognition of Prior Learning is assessed for learners who have had relevant experience through formal, non-formal and informal learning that meets the requirements of the unit of competency / subject.

1. ENROL IN THE UNIT YOU WISH TO RECEIVE RECOGNITION FOR 

Once enrolled, request a meeting with your trainer. You can also ask them for guidance if you are unsure whether you are eligible for RPL.

2. PROVIDE SUPPORTING DOCUMENTATION

You will need to provide supporting documentation to demonstrate competency, including:

  • A resume;
  • Certified copies of your qualifications;
  • Job description(s) of any relevant position(s) held within the past three years;
  • Records of completed training and assessment records;
  • A letter from your direct line manager confirming that you undertake (or undertook) the duties detailed in the job description.
3. COMPETENCY CONVERSATION

Your trainer will arrange a time to call you and go over the details of your work experience to confirm your competency in key areas.

4. YOUR ELIGIBILITY IS ASSESSED

Your trainer will let you know if you are able to receive Recognition for Prior Learning.

$350 per unit. As available, funding options will be advised.

Expressions of Interest for this course are accepted until 10 January 2025 for commencement on 4 February 2025.

1. COMPLETE AN EXPRESSION OF INTEREST (EOI) FORM

Complete and submit an online EOI form.

2. WE WILL CONTACT YOU WITHIN 5 BUSINESS DAYS

Once we receive your Expression of Interest, we will notify you of the next steps to enrolment.

MAKING CHANGES TO YOUR STUDY PROGRAM 

Our course is designed to be delivered across six months commencing in February 2025. There is no opportunity to extend the time frame for this short course unless there are exceptional circumstances. You will have a Student Support Advisor appointed to your course and they can be your first point of contact should you require assistance with your study program.

COURSE PROGRESSION

We want to ensure that all our learners are on-track to finish this course within the allocated time. If you are not completing work or attending class, we will follow-up to make sure you are able to continue progressing through your course.

UPDATING YOUR INFORMATION

We do need current contact information so that we can get in touch with you to let you know when our classes are held. Please get in touch via email if your information changes so that we can update our records. As a Registered Training Organisation (RTO), CTSH is required to collect your contact information and personal data.

At enrolment all applicants will be asked if they have completed any AQF qualifications and/or Statements of Attainment awarded by another RTO. The applicant will be required to submit an original (for certification) or certified copy of documents to include in the application process. This information may enable the applicant to apply for credit transfer.

The Senior Trainer for the Certificate IV in Housing – Tenancy Management will review all certified documents to determine what credit transfers may be available to the applicant. CTSH may authenticate the information by contacting the issuing RTO directly. This determination may vary the course length.

Approval of credit transfer will need to be assessed as relevant to the course being undertaken. Certified copies will be kept on the learner’s file.

Learners will not be required to repeat any unit/s or modules in which they have already been assessed as competent.

The granting of a credit transfer may have an impact on the structure and duration of the course. No two cases are the same and the learner may need to discuss their individual circumstances and needs with their assessor.

CTSH processes applications for credit transfer free of charge.

POLICY

CTSH ensures that the learner through assessment and/or Recognition of Prior Learning (RPL) can demonstrate their ability to perform tasks, demonstrate consistency in performance, understand what they are doing and why; and is able to integrate their understanding and performance.

Assessments are industry relevant, demonstrated in the workplace where possible and conducted in accordance with the Principles of Assessment (Table 1.8-1) which informs the learner of the context and purpose of the assessment and Rules of Evidence (Table 1.8-2) which guides the collection of evidence. All assessments comply with the requirement of the Training Package and if successfully completed by the learner lead to a qualification or Statement of Attainment under the Australian Qualifications Framework (AQF).

TABLE 1.8-1: PRINCIPLES OF ASSESSMENT
Fairness The individual learner’s needs are considered in the assessment process. Where appropriate, reasonable adjustments are applied by the RTO to take into account the individual learner’s needs.
Centre for Training in Social Housing informs the learner about the assessment process; provides the learner with the opportunity to challenge the result of the assessment; and be reassessed if necessary.
Flexibility  Assessment is flexible to the individual learner by: 
– reflecting the learner’s needs;
– assessing competencies held by the learner no matter how or where they have been acquired; and
– drawing from a range of assessment methods and using those that are appropriate to the context, the unit of competency and associated assessment requirements, and the individual.
Validity  Any assessment decision of Centre for Training in Social Housing is justified, based on the evidence of performance of the individual learner. 
Validity requires:
– assessment against the unit/s of competency and the associated assessment requirements covers the broad range of skills and knowledge that are essential to competent performance;
– assessment of knowledge and skills is integrated with their practical application;
– assessment to be based on evidence that demonstrates that a learner could demonstrate these skills and knowledge in other similar situations; and
– judgement of competence is based on evidence of learner performance that is aligned to the unit/s of competency and associated assessment requirements.
Reliability  Evidence presented for assessment is consistently interpreted and assessment results are comparable irrespective of the assessor conducting the assessment.
 
TABLE 1.8-2: RULES OF EVIDENCE
Validity  The assessor is assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements.
Sufficiency  The assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to be made of a learner’s competency.
Authenticity  The assessor is assured that the evidence presented for assessment is the learner’s own work.
Currency  The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.
PROCEDURE

For a learner to be assessed as competent the assessment procedures must ensure the learner has:

– absorbed the knowledge

– developed the skills

– combined the knowledge and skills to demonstrate:

– ability to perform relevant tasks in a variety of workplace situations, or accurately simulated workplace situations applied consistency in performance and a consistent ability to demonstrate skills when performing tasks

– understand what they are doing, and why, when performing tasks

– ability to integrate performance with understanding, to show they can adapt to different contexts and environments.

The following steps guide the development of assessments at CTSH: 

1. Assessments will reflect current industry practice.

2. We will use a range of activities to assess your knowledge, skills and work performance.

3. Where possible a component of your assessment will take place in your workplace or on placement.

4. Timely and appropriate feedback will be given to learners on their assessment outcome within two weeks of submission;

5. All assessments will be uploaded by the learner to the unit of competency Moodle for marking and the retention of assessment evidence.

CTSH uses Moodle as our learning platform. Each unit of competency will have their own Moodle learning material. Prior to your orientation you will be sent a link to Moodle. At orientation you will have an opportunity to explore Moodle and navigate through your units. We have a dedicated officer who can help you with Moodle during business hours.

CTSH ensures all learners are informed of and understand their rights and responsibilities under the Standards. CTSH will manage the complaints and appeals process fairly, efficiently and effectively and ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process.

COMPLAINTS PROCEDURE

Learners who wish to lodge a complaint against CTSH, trainers and assessors or other staff, another student or a third party providing services on CTSH’s behalf, its trainers and assessors or other staff will be able to access information from the website or from the Manager Accredited Training or the head of Learning and Development. Complaints will be reviewed as an informal or formal complaint. The process is outlined below:

INFORMAL COMPLAINT

1. The initial stage of any complaint shall be for the complainant to communicate directly with their Trainer and Assessor of CTSH, who will decide and record the outcome of the complaint.

2. Person(s) dissatisfied with the outcome of the complaint may then apply to the relevant Manager Accredited Training who will decide and record the outcome of the complaint.

3. Person(s) dissatisfied with the outcome of the complaint to the Manager Accredited Training may initiate a ‘formal complaint’.

FORMAL COMPLAINT

1. The complainant may put in a formal complaint without going through the informal complaint process if they feel it is warranted.

2. The complaint and its outcome shall be recorded in writing on the CTSH Complaints and Appeals Register

3. On receipt of a formal complaint the Head of Learning and Development shall convene an independent panel to hear the complaint; this shall be the ‘Complaint and Appeal Committee’.

4. The Complaint and Appeal Committee shall not have had previous involvement with the complaint and should include representatives of:

– Head of Learning and Development

– Training staff member

– Independent third party

5. The complainant shall be given an opportunity to present their case to the committee and may be accompanied by one other person as support or as a representative.

6. The relevant staff member shall be given an opportunity to present their case to the committee and may be accompanied by one other person as support or as a representative.

7. The Complaint and Appeal Committee will decide on the complaint.

8. The Complaint and Appeal Committee will communicate its decision on the complaint to all parties in writing within 5 working days of making its decision.

9. If the complaint takes more than 30 days to finalize, written notification will be given to all people involved explaining the delay.

APPEALS PROCEDURE

Learners are informed at their Orientation of their right to request a review of a decision. This may include:

– Appeal of an assessment decision made by either CTSH or a Third Party providing services on behalf of the Centre for Training in Social Housing (if relevant).

INFORMAL APPEAL

1. The initial stage of any appeal shall be for the appellant to communicate directly with the Trainer and Assessor of CTSH, who will decide and record the outcome of the appeal.

2. Person(s) dissatisfied with the outcome of the appeal to the Trainer may then appeal to the Manager Accredited Training who will make a decision and record the outcome of the appeal.

3. Person(s) dissatisfied with the outcome of the appeal to Manager Accredited Training may initiate a ‘formal appeal’.

FORMAL APPEAL

1. The appellant may put in a formal appeal without going through the informal appeal process if they feel it is warranted.

2. The appeal and its outcome shall be recorded in writing on the CTSH Complaints and Appeals Register

3. On receipt of a formal appeal Head of Learning and Development shall convene an independent panel to hear the appeal; this shall be the ‘Complaint and Appeal Committee’.

4. The Complaint and Appeal Committee shall not have any previous involvement with the appeal and should include representatives of:

– Head of Learning and Development;

– A training staff member; and

– An independent third party.

5. The appellant shall be given an opportunity to present their case to the committee and may be accompanied by one other person as support or as representative.

6. The relevant staff member shall be given an opportunity to present their case to the committee and may be accompanied by one other person as support or as a representative.

7. The Complaint and Appeal Committee will decide on the appeal.

8. The Complaint and Appeal Committee will communicate its decision on the appeal to all parties in writing within 5 working days of making its decision.

9. If the appeal takes more than 30 days to finalise, written notification will be given to all people involved explaining the delay.

The outcome of all complaints and appeals will be reviewed as part of CTSH’s quality assurance processes. Any rectifications identified by those processes will be acted on in a timely manner.

Need to chat?

If you are unsure which qualification or Professional Development course would suit you best, give our CHIA NSW Learning & Development team a call on (02) 9690 2447 or send us an enquiry via the form below.

Contact our Learning & Development team