SAQA

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Apply inter-personal skills to support resident communication and promote social housing

SAQA US ID	UNIT STANDARD TITLE
117745	Apply inter-personal skills to support resident communication and promote social housing
ORIGINATOR
SGB Real Estate
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Cleaning, Domestic, Hiring, Property and Rescue Services
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 4	NQF Level 04	8
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Registered"		2004-12-02	2007-12-02	SAQA 1357/04
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2008-12-02		2011-12-02

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

This unit standard provides the learner with the ability to apply good inter-personal skills with residents in a social housing context as well as to understand that a quality product in social housing includes aspects such as the services offered, physical, aesthetic, social, location, and affordability issues. Maintaining the quality of these factors becomes an important way of improving customer loyalty, reducing resident turnover, improving payment behaviour and improving resident satisfaction. In turn all of these factors help to minimise financial risk. Good inter-personal and communication skills are central to this competency.

The qualifying learner is capable of:

Demonstrating knowledge of the values and image of a social housing institution

Promoting the benefits of social housing in the context of a particular institution or building

Maintaining good customer services and customer relations

Applying inter-personal skills and supporting communication

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

N/A

UNIT STANDARD RANGE

Social housing includes rental and co-operative housing

Marketing is limited to customer relationships within a single social housing building or complex and is carried out under the direction of a more senior marketing officer.

While a social housing building supervisor or liaison officer can play an important role in maintaining quality of product and ensuring good customer relations, this person is operating as a relative junior as part of a larger organisation and cannot be expected to carry full responsibility for these functions.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrate knowledge of the values and image of a social housing institution.

OUTCOME RANGE

This specific outcome can be contextualised in terms of a specific organisation. Values and image refers to the concept of branding.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The values of a specific social housing institution are described.

ASSESSMENT CRITERION 2

The concept 'quality of a product' in terms of a social housing institution is described.

ASSESSMENT CRITERION 3

The factors impacting on quality of the product are identified and the relationship between the quality of the product and financial risk is explained.

ASSESSMENT CRITERION RANGE

Factors impacting on quality include but not limited to services offered, physical, aesthetic, social, location, affordability, etc.

ASSESSMENT CRITERION 4

The benefits of social housing are described in the context of a specific institution.

ASSESSMENT CRITERION 5

The importance of projecting the values and image of a social housing institution in daily work is described.

ASSESSMENT CRITERION 6

Issues that could reduce the quality of the product and suitable pro-active or reactive responses are identified.

SPECIFIC OUTCOME 2

Promote the benefits of social housing in the context of a particular institution or building.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Marketing of the benefits of becoming a resident in a social housing institution is conducted with potential residents.

ASSESSMENT CRITERION RANGE

The marketing should focus on 'the place, the price, and the product'.

ASSESSMENT CRITERION 2

Promotion of the quality of product offered by a particular social housing institution (exposure visits) is conducted with visitors.

ASSESSMENT CRITERION RANGE

Visitors could include funders, dignitaries, study groups, foreign social housing practitioners.

SPECIFIC OUTCOME 3

Maintain good customer services and customer relations.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance of maintaining good customer relations is described.

ASSESSMENT CRITERION 2

Specific examples of strategies for building good customer relations are described.

ASSESSMENT CRITERION 3

Describe and explain the core principles of customer service (timeous responses, courteous/polite approach, availability, integrity.

ASSESSMENT CRITERION 4

The core procedures in the resident life-cycle and ways of maintaining good customer service are described and explained.

ASSESSMENT CRITERION RANGE

Resident life cycle refers to the entire stay of a resident, from initial induction to the exit procedures.

ASSESSMENT CRITERION 5

An appropriate and flexible response to resident requests is demonstrated.

ASSESSMENT CRITERION RANGE

Resident requests could include starting social clubs, holding special events, use of facilities, etc.

SPECIFIC OUTCOME 4

Demonstrate inter-personal skills and support communication.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Mechanisms for supporting communication between residents and the organisation as a whole and/or head office are described.

ASSESSMENT CRITERION 2

Inter-personal and communication skills are demonstrated and their importance in the social housing context are explained.

ASSESSMENT CRITERION RANGE

Interactions and communication are at a first line level only because a building supervisor is not expected to be a specialist in tenant liaison or social development.

ASSESSMENT CRITERION 3

Principles of handling conflict and appropriate referrals are identified and demonstrated.

ASSESSMENT CRITERION RANGE

Handling of conflict should not be expected beyond a first line level. It is important for building supervisors to know when and how to refer cases.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant accredited Education and Training Quality Assurance Body (ETQA), or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.

Any institution offering learning that will enable achievement of this unit standard or will assess this unit standard must be accredited as a provider with the relevant accredited ETQA.

Moderation of assessment will be overseen by the relevant accredited ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

Moderators must be registered as assessors with the relevant ETQA, or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.

Therefore, anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant accredited ETQA.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Knowledge considered to be critical evidence of competence is included in the assessment criteria explicitly, or can be inferred by performance. This includes knowledge on:

Basic knowledge of marketing and of customer relationships management

Social housing concepts and principles

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems by using critical and creative thinking by, e.g.,

Demonstrating an appropriate and flexible response to resident requests according to assessment criterion: " An appropriate and flexible response to resident requests is demonstrated.
Range: Resident requests could include starting social clubs, holding special events, use of facilities, etc. ".

UNIT STANDARD CCFO ORGANISING

Organise and manage oneself and one's activities responsibly and effectively by, e.g.,

Promoting the benefits of social housing according to the assessment criteria for specific outcome: " Promote the benefits of social housing in the context of a particular institution or building ".

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information by, e.g.,

Identifying issues that could reduce the quality of the product and suitable pro-active or reactive responses according to assessment criterion: "Issues that could reduce the quality of the product and suitable pro-active or reactive responses are identified ".

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively by, e.g.,

Demonstrating inter-personal skills and supporting communication according to the assessment criteria for specific outcome: " Demonstrate inter-personal skills and support communication ".

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems by, e.g.,

Explaining the relationship between quality of the product and financial risk according to assessment criterion: " The factors impacting on quality of the product are identified and the relationship between the quality of the product and financial risk is explained
Range: Factors impacting on quality include but not limited to services offered, physical, aesthetic, social, location, affordability, etc. ".

UNIT STANDARD ASSESSOR CRITERIA

N/A

UNIT STANDARD NOTES

N/A

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	49197	Further Education and Training Certificate: Social Housing Supervision	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

NONE