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:

Monitor and deal with resident and visitor behaviour in a social housing context

SAQA US ID	UNIT STANDARD TITLE
117754	Monitor and deal with resident and visitor behaviour in a social housing context
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	12
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 will be useful for people who are working in social housing estates or buildings as supervisors. The unit standard will equip them to manage resident behaviour both from their understanding of the influence of the macro-environment on behaviour as well as by monitoring and responding appropriately to issues arising from unacceptable resident behaviour.

The qualifying learner is able to:

Understand and apply the core procedures of a social housing institution in order to manage resident behaviour appropriately

Monitor estate activity

Implement appropriate interventions

Refer cases to appropriate support or intervention agencies where required

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that people starting to learn towards this standard are able to:

Apply basic understanding of social housing concepts, principles and processes

UNIT STANDARD RANGE

Social housing includes rental and co-operative housing.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Understand and apply the core procedures of a social housing institution in order to manage resident behaviour.

OUTCOME RANGE

This specific outcome applies only to a specific building or estate. 'Core procedures' includes but is not restricted to leasing, allocations, credit control, maintenance, house rules, etc.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The core procedures, including house rules and the lease or use agreement, are explained.

ASSESSMENT CRITERION 2

Core procedures, house rules in particular, are effectively applied to manage resident behaviour.

ASSESSMENT CRITERION 3

The relationship between the quality of housing and managing resident behaviour is explained.

ASSESSMENT CRITERION RANGE

Quality of housing includes physical, aesthetic, social, customer service, proper administration etc.

SPECIFIC OUTCOME 2

Monitor estate activity.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

An ethical framework for monitoring resident and visitor activity is described and a rationale for it is provided.

ASSESSMENT CRITERION 2

A record of breaches of house rules and other matters of unacceptable resident behaviour using appropriate monitoring procedures is kept.

ASSESSMENT CRITERION 3

Records are analysed so that trends or emerging problems are identified.

ASSESSMENT CRITERION 4

Reports to relevant persons of more serious issues are made within acceptable time periods.

ASSESSMENT CRITERION 5

Records kept by the building or estate's security services (e.g. occurrence register) are monitored and responded to appropriately.

ASSESSMENT CRITERION 6

Trends in payment behaviour are monitored as way of identifying deeper issues and devising suitable interventions.

ASSESSMENT CRITERION RANGE

Deeper issues' relates to difficulties with income or employment, relationships, family circumstances etc.

ASSESSMENT CRITERION 7

Resident committees are supported to monitor unacceptable resident behaviour and implement appropriate remedies.

SPECIFIC OUTCOME 3

Handle unacceptable resident and visitor behaviour.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Ethical principles governing responses to managing unacceptable resident behaviour are described and explained.

ASSESSMENT CRITERION 2

Interventions that are appropriate to the particular case are identified.

ASSESSMENT CRITERION 3

The importance of understanding resident circumstances and/or community dynamics when identifying appropriate interventions is explained.

ASSESSMENT CRITERION 4

An ability to intervene appropriately in conflict situations is demonstrated.

ASSESSMENT CRITERION 5

Principles influencing the decision to escalate the problem to others are described.

ASSESSMENT CRITERION 6

Appropriate referral decisions with appropriate intervention recommendations are made.

SPECIFIC OUTCOME 4

Refer cases to appropriate support or intervention agencies where required.

OUTCOME RANGE

Agencies include but not limited to Community Policing Forums, state or non-governmental services (e.g. counselling, conflict resolution, substance abuse, legal aid, etc).

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Support agencies appropriate to the social housing institution's context are identified and listed.

ASSESSMENT CRITERION 2

Appropriate decisions are made whether to escalate the issue internally or to refer directly to a support agency.

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:

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.,

Applying core procedures effectively to manage resident behaviour according to assessment criterion: "An ethical framework for monitoring resident and visitor activity is described and a rationale for it is provided".

Making appropriate referral decisions with appropriate intervention recommendations according to assessment criterion: "Appropriate referral decisions with appropriate intervention recommendations are made".

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team by, e.g.,

Supporting resident committees to monitor unacceptable resident behaviour and implement appropriate remedies according to assessment criterion: "Monitor estate activity".

UNIT STANDARD CCFO COLLECTING

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

Monitoring estate activity according to the assessment criteria for specific outcome: "Handle unacceptable resident and visitor behaviour".

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively by, e.g.,

Explaining core procedures to residents according to assessment criterion: "Core procedures, house rules in particular, are effectively applied to manage resident behaviour" management and other role-players (assessment criterion).

UNIT STANDARD CCFO DEMONSTRATING

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

Explaining the relationship between resident circumstances and/or community dynamics and resident behaviour according to assessment criterion: "The importance of understanding resident circumstances and/or community dynamics when identifying appropriate interventions is explained".

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.

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