Prepare for property appraisal.

• Identify and apply regulatory and legislative requirements of the property appraisal process.

• Confirm and document client requirements and expectations for property appraisal.

• Obtain and document agreement to proceed with property appraisal.

• Confirm and record property ownership, attributes and features relevant to property to be appraised.

Research and analyse property market conditions and property attributes.

• Select appraisal methods suitable for the property type and location.

• Inspect property and location.

• Identify and document market conditions and indicators for sale or lease price.

• Collate source documents and information to support property appraisal.

• Analyse information to determine market indicators and expected price range or rental value for property.

• Identify sources of specialist advice to assist appraisal as required.

Prepare and present appraisal report.

• Prepare property appraisal report.

• Present property appraisal report to client.

• Obtain and document feedback from client on property appraisal report.

• Maintain documented evidence from appraisal activities to ensure confidentiality of information.

• Analyse feedback from client to inform future presentations.

Establish marketing plan.

• Reference property appraisal report to identify property attributes.

• Reference property listing agreement to determine method of sale or lease.

• Establish target market for potential buyer or tenant 1.4 Develop marketing plan for property.

• Explain agency marketing service options and costs to client and recommend marketing strategies.

• Document marketing plan in consultation with client.

• Obtain and document agreement to proceed with marketing plan for property.

Establish and access marketing resources.

• Access and examine marketing resources to reflect property marketing plan.

• Confirm marketing resources are appropriate for agreed marketing plan and selected media.

• Modify marketing resources as required to meet marketing plan and budget.

• Confirm marketing resources are consistent with agency, statutory and ethical requirements.

Implement marketing plan.

• Brief all persons with responsibilities under the marketing plan about roles and activities.

• Conduct marketing activities as set out in agreed marketing plan.

• Monitor marketing activity responses and document data generated to build agency records.

Review marketing activities.

• Outline marketing activities and agreed performance indicators.

• Identify opportunities for changes or enhancements to marketing plan and negotiate with client to make adjustments as required.

• Report on effectiveness of marketing activities against marketing plan and budget.

Plan and review prospecting methods.

• Analyse and document prospecting methods suitable for property sales.

• Identify methods appropriate to target market and personal and agency brand to create a prospecting plan.

• Apply prospecting plan to create opportunities and interest in establishing vendor–agency relationships.

• Examine prospecting activities to build agency database.

Confirm vendor requirements.

• Provide information to potential vendor about scope and services of agency.

• Establish and record vendor profile, preferences and expectations.

• Inspect, confirm and record property details.

Present property listing.

• Plan listing presentation with reference to property appraisal report.

• Collate resources to support listing presentation plan.

• Present property listing.

• Complete listing documentation according to legislative requirements.

Establish communication plan.

• Develop communication plan with vendor including sections for instructions and feedback on sales process.

• Document communication plan

Establish relationship with buyer.

• Identify and explain ethical and conduct standards, and legislative requirements to market properties to buyers.

• Promote personal and agency brand in communication with buyers.

• Respond to and document buyer enquiry to develop agency database.

• Clarify and document buyer preferences, including location, property type and price range.

• Match buyer preferences and expectations to properties for sale.

Maintain buyer relationship.

• Identify and present opportunities for buyer to inspect property for sale.

• Interpret buyer feedback on suitability and price of property, and report to vendor.

• Develop and document a communication strategy to address buyer expectations.

• Maintain personal, agency and industry standards for ethical practice, client service and confidentiality applicable to buyer relationship.

• Identify potential conflicts, plan responses and resolve conflicts within scope of responsibility, and review and document process.

Prepare property for sale.

• Examine and apply legislative requirements and ethical standards relating to the sale of property.

• Provide recommendations to vendor about property presentation to maximise buyer interest.

• Verify that contract and supporting documents are available for potential buyers.

• Identify potential risks to vendor, prospective buyers and agent associated with property inspection, and propose control measures.

• Plan and facilitate property inspection that meets vendor and buyer needs.

• Record inspection details.

• Discuss buyer feedback with vendor and make recommendations as required.

Complete property sale by negotiation.

• Negotiate offer with buyer and vendor, including terms and conditions, according to agency practice and legislative requirements, and seek specialist advice as required.

• Confirm deposit requirements.

• Facilitate completion of sale and deposit.

• Complete documentation as required.

Complete sale of property by auction.

• Plan auction processes, including day of auction

• Collate documentation for auction day.

• Facilitate final inspection of property and respond to buyer enquiry.

• Assist bidders in bidding processes

• Negotiate with buyer and vendor when a property is passed in.

• Communicate with under-bidders.

• Complete documentation.

• Complete follow-up procedures after auction according to agency practice, ethical standards and legislative requirements.

Conclude sale of property.

• Facilitate pre-settlement processes.

• Plan for contingencies that may affect the completion of sale.

• Complete settlement day processes.

• Confirm settlement has concluded and complete post-settlement processes.

• Update records and databases to record sales and inform future prospecting activities.

Evaluate sales process and identify opportunities for future business.

• Complete post-sale activities.

• Evaluate vendor and buyer satisfaction.

• Update records and databases to inform future prospecting activities.

Confirm scope of landlord requirements.

• Identify ethical and conduct standards for listing properties for lease and/or management.

• Confirm landlord experience and expectations for property management.

• Confirm scope of property management services.

• Review rental appraisal to confirm rental price range expectation with landlord.

• Record details of property inspection according to legislative requirements.

Complete property management agreement.

• Prepare agreement for property leasing and/or management services.

• Document landlord acceptance of fees, charges and services to be provided.

• Complete agreement for property management according to agency practice and legislative requirements.

Establish framework for communication.

• Develop landlord communication plan, including frequency of communication and details to be provided in the communication.

• Advise landlord about contact people within the property management team.

• Establish communication protocols for repairs and maintenance.

• Determine landlord expectations for tenant selection and ongoing tenancy management.

Respond to tenant enquiry.

• Document source of tenant enquiry.

• Confirm tenant needs and expectations to create tenant profile.

• Determine suitability of property for tenant to inspect.

• Provide tenant with information about the property including application information.

• Conduct property inspection with tenant.

Select tenant for property.

• Review tenant profile and assess it against selection criteria for suitability for property.

• Confirm tenant references and document outcomes.

• Make recommendations to landlord about tenant selection.

Provide tenancy documentation.

• Prepare tenancy documentation, including agreement, condition report and documentation, according to requirements in the state or territory of operation.

• Explain conditions of tenancy agreement, condition report and other documents to tenant.

• Explain entry cost to tenant and requirements of payment.

Commence tenancy.

• Complete tenancy documentation according to statutory and agency requirements and provide tenant with copies.

• Provide keys and security devices to tenant.

• Advise tenant about contact people within property management team for issues arising during tenancy.

Implement routine property inspections.

• Document agreed process for property inspection and for tenant notification.

• Arrange and conduct property inspection.

• Prepare routine property inspection report.

• Document and respond to issues or discrepancies identified through property inspection.

• Communicate with tenant and landlord about property condition and document communication.

Manage request for repairs and maintenance.

• Analyse request for repairs or maintenance to determine priority and consult with landlord for instructions.

• Document request for repair or maintenance and action taken.

• Select and engage appropriate tradesperson to quote and undertake repairs or maintenance.

• Confirm repair or maintenance has been completed to specification and quote.

• Communicate with tenant and landlord about repair and maintenance activities and document outcomes.

Manage additional tenant requests.

• Analyse request from tenant against tenancy terms and conditions.

• Communicate tenant request to landlord and document landlord’s instructions.

• Advise tenant of outcome and document communication.

• Monitor action, in response to tenant request, to completion and complete documentation.

Manage tenant compliance with tenancy agreement.

• Identify and manage rental arrears.

• Document and respond to identified breaches of tenancy agreement.

• Negotiate to resolve breach of tenancy agreement with landlord and tenant. Initiate appropriate actions when resolution of breach cannot be reached.

• Document communication undertaken with tenant and landlord regarding compliance.

Plan for tenancy agreement renewal.

• Advise landlord of advantages and disadvantages of rent increase and/or tenancy renewal.

• Identify expiry date of tenancy agreement and determine schedule for tenancy renewals.

• Document communication and negotiations with tenant and landlord regarding renewal of tenancy agreement.

• Conduct and document rent review and apply procedures to amend rent according to legislative requirements.

Manage property condition.

• Prepare cyclic maintenance schedule for the property.

• Recommend and report on improvements to property to maximise rental return.

• Prepare a plan to action landlord instructions including timeline and budget.

• Document communication with tenant and landlord regarding maintenance activities.

• Monitor and document agreed maintenance activities.

Respond to landlord request to end tenancy.

• Identify and record circumstances for ending tenancy.

• Notify landlord of responsibilities and obligations according to tenancy agreement and legislative requirements and record communication.

• Communicate request to end tenancy to tenant and identify options to provide additional services.

• Prepare documentation to end tenancy and provide to tenant according to legislative requirements.

• Document termination date and the processes undertaken to end tenancy.

Respond to tenant request to end tenancy.

• Identify and record circumstances for ending tenancy.

• Notify tenant of responsibilities and obligations according to tenancy agreement and document communication.

• Communicate request to end tenancy to landlord and identify options to provide additional services.

• Prepare documentation to end tenancy and provide to tenant according to legislative requirements.

• Document termination date and the processes undertaken to end tenancy.

Terminate tenancy due to breach of conditions.

• Notify tenant of breach according to legislative requirements, discuss rectification and obligations according to tenancy agreement and record communication.

• Record communication with landlord about breach of tenancy including instructions for action.

• Action processes to terminate tenancy when resolution of issues cannot be reached.

• Collate evidence of breach of tenancy and prepare documentation to take legal possession of property according to legislative requirements.

Coordinate end of tenancy.

• Prepare outgoing property inspection report according to legislative requirements.

• Negotiate with tenant for rectification of issues with regard to property condition and refer unresolved issues for external review.

• Identify arrangements for bond release according to legislative requirements.

• Implement process to re-let property.

Adhere to legislative requirements.

• Outline the types and purpose of real estate trust accounts.

• Outline the personal obligations, responsibilities and legislative requirements for administering real estate trust accounts.

Process deposits. 2.1 Receive trust account payments.

• Provide receipts for payments received.

• Prepare banking documentation to deposit trust moneys.

• Record receipts in trust account cash journal and trust account ledger.

Process payment, fees and charges.

• Receive and validate requests for payment.

• Confirm authorisation for payment.

• Check trust account ledger to confirm adequate funds in trust account before processing payment.

• Process payments from trust account.

• Process payment advice.

• Record payment from trust account in trust account cash journal and trust account ledger.

Maintain and protect trust account records.

• Balance and reconcile trust account.

• Apply agency contingency procedures to respond to discrepancies identified with trust account.

• Prepare records and statements of trust account transactions. Identify and explain the process for unclaimed trust money.

• Maintain security of trust account records.

Confirm vendor requirements for livestock sale.

• Confirm livestock ownership and method of sale.

• Document type, condition and characteristics of livestock.

• Discuss market conditions and impact on price.

• Complete sales documentation according to legislative requirements.

Prepare for agreed method of sale.

• Prepare description of livestock.

• Prepare promotional material for livestock, according to agreed method of sale.

• Identify and document potential buyers.

• Organise sale date and location.

• Organise opportunities for inspection of livestock.

• Identify risk and risk controls for sale of livestock.

Arrange delivery of livestock for sale.

• Confirm and document transport requirements according to agreed method of sale.

• Arrange delivery of livestock according to seller instructions.

• Prepare documentation associated with delivery of livestock according to legislative requirements.

Arrange transport of livestock according to sales method.

• Plan and document with client, transport arrangements and delivery schedule for movement of livestock.

• Identify, assess and manage risk associated with the transport, delivery, drafting and penning of livestock according to agency and legislative requirements.

• Confirm transport arrangements with carrier according to delivery schedule.

Prepare livestock for sale.

• Organise adequate staff to take delivery of livestock.

• Record delivery details of livestock in line with site requirements.

• Arrange receival penning to ensure availability for delivery.

• Prepare pre-sales catalogues according to requirements of sale, LPA NVD and NLIS.

Organise drafting and penning of livestock.

• Arrange supplementary branding as required.

• Coordinate drafting and, as required, weighing of livestock prior to final penning according to sale requirements.

• Coordinate placement of livestock in final allocated pens according to sale requirements.

• Display information about livestock as required by agency and saleyard.

• Record details of livestock in sales register according to sale requirements.

Plan prospecting methods.

• Analyse prospecting methods.

• Identify methods appropriate to target market, and personal and agency brand.

• Apply prospecting methods to create opportunities and interest in establishing vendor and buyer relationships.

Develop vendor relationship.

• Record vendor profile, preferences and expectations in relation to purchase of livestock.

• Prepare agreement between agent and vendor for sale of livestock.

• Prepare livestock sale documentation according to legislative requirements.

• Develop vendor communication plan.

Develop buyer relationship.

• Confirm and document buyer preferences for purchase of livestock.

• Promote personal and agency brand in communication with buyer.

• Engage buyer in agency communication and advertising for livestock, matching buyer preferences and expectations.

• Develop buyer communication plan.

Maintain vendor and buyer records.

• Document interactions with vendors and buyers.

• Maintain records of agency–vendor and agency–buyer relationships.

Respond to and document buyer enquiry.

• Receive, record and respond to buyer enquiry for livestock.

• Confirm and document potential buyer details.

• Provide and confirm description of livestock to potential buyer.

• Organise inspection of livestock in consultation with vendor and buyer.

Negotiate sale of livestock.

• Inspect livestock according to agreed inspection requirements, and agency practice and processes.

• Negotiate sale of livestock with vendor and buyer.

• Document agreed vendor and buyer terms and conditions of sale.

• Prepare contracts and documentation for sale of livestock according to legislative requirements.

• Use ethical and professional practices to negotiate sale of livestock.

Complete sale of livestock.

• Secure deposits for sale of livestock.

• Complete arrangements for payment according to agency practice, ethical standards and legislative requirements.

• Negotiate and document agreed requirements for transport of livestock with vendor and buyer.

• Arrange delivery of livestock according to vendor and buyer instructions.

Complete documentation.

• Complete documentation associated with delivery of livestock to buyer according to agency practice, ethical standards and legislative requirements.

• Update details of livestock sale, and vendor and buyer information in agency records management systems.

• Record negotiated follow-up communication with vendor or buyer

Gather property market knowledge.

• Identify and record networking opportunities which support the development of rural property market intelligence.

• Analyse legislation and market information relating to rural property.

• Develop a database of contacts and sources of information.

• Identify and evaluate the effectiveness of strategies used to maintain rural property market knowledge.

Analyse market influences.

• Identify and record key indicators of rural property market conditions.

• Analyse rural property market conditions using established methods.

• Document trends in the rural property market.

Analyse market sector influences.

• Record and analyse geographical information.

• Record and analyse property usage information.

• Record and analyse factors that may affect return on rural property, including outbuildings and equipment.

• Record and analyse property production or agistment capacity and possible risks.

Prepare market analysis.

• Apply rural property market analysis to an identified property.

• Prepare information for use in agent-client communication.

Review contract details.

• Access, read and interpret contract documentation.

• Determine currency of contract to identify any changes to contract.

• Confirm role of external parties.

• Interpret terms of contract and matters that affect the title.

Identify and document property details.

• Identify key features of property from property report, marketing plan and materials.

• Analyse features of location, facilities and aspect to ascertain selling features.

• Identify matters impacting on property for disclosure purposes.

Confirm vendor expectations.

• Liaise with sales agent or vendor to confirm auction process.

• Confirm vendor’s price expectations.

• Analyse market indicator data to identify likely interest levels and expected price range and compare to vendor expectations.

• Identify and evaluate details of expressions of interest or offers made pre-auction.

Prepare auction day strategy.

• Plan information for opening the auction adhering to legislative requirements.

• Collate information about the property.

• Prepare script to explain key features of the contract and role of external agencies.

• Develop contingency plans for matters that may arise during the auction.

• Prepare order of sale for multiple properties at an in-room auction.

Confirm pre-auction terms, conditions and presentation.

• Assess suitability of auction site and auction equipment and identify risks to self and others.

• Confirm required auction advice is displayed according legislative requirements.

• Review auction documentation and examine major points including auction instructions, authorities, contracts, reserve price, co-owner and vendor bids.

• Confirm number of registered bidders, online bidding and bidding by authority according to legislative requirements.

• Liaise with vendor or sales agent for final instructions.

Open auction.

• Read out terms and conditions of sale by auction according to legislative requirements

• Identify property and vendor in relation to the contract.

• Respond to questions from potential bidders and other parties.

• Submit property for sale by auction and call for opening bids.

Manage auction to maintain flow.

• Conduct the auction according to legislative requirements.

• Manage bidding process and maintain auction process to achieve reserve price.

• Seek instructions from vendor or sales agent for vendor bids or to change reserve.

• Implement trial close strategy.

Complete auction.

• Signify close of auction using appropriate strategy such as final calls, fall of hammer and closing script.

• Knock down property to successful bidder once reserve price has been met and all other bids are exhausted.

• Pass in property if reserve price is not met and all bids are exhausted.

• Offer highest bidder opportunity to negotiate with vendor when property fails to reach reserve price.

• Obtain feedback on auction from vendors and colleagues.

Identify successful bidder.

• Confirm identity of successful bidder.

• Respond to any disputes regarding winning bidder status.

• Confirm authority of bidder acting on behalf of another party.

• Identify legal entity to enter contract.

• Ensure contract contains correct details and any variations to contract terms as allowed by relevant regulations

Execute contract.

• Ensure both parties have signed the contract of sale.

• Explain ramifications of either party refusing to sign the contract.

• Exercise authority to sign on behalf of the vendor where this has been specified.

• Implement contingencies where one or both parties refuse to sign.

• Confirm payment of deposit within contract terms.

• Identify circumstances where issues related to contract execution are outside of scope of authority.

Maintain records of auction.

• Complete post-auction documentation according to legislative requirements.

• Maintain records of auction according to legislative requirements.

Seek instructions.

• Confirm purpose of appraisal and client instructions according to legislation in the state or territory of operation.

• Discuss agency requirements and appraisal processes with client.

• Confirm commercial property usage, lease arrangements and land use controls.

• Obtain agreement to proceed with appraisal according to legislation in state or territory of operation.

Conduct research to support appraisal of commercial property.

• Select appraisal methodology suitable to property type and based on available information.

• Analyse required documents, reports and financial data for property.

• Analyse current market data and trends that may affect lease or sale of property.

• Verify accuracy and reliability of collated data.

Complete appraisal report.

• Analyse research findings to ascertain final appraisal, and record outcome according to agency requirements and client instructions.

• Prepare appraisal report in an acceptable format, highlighting findings and rationale.

• Present report to client.

• Retain records and documentation securely, according to agency requirements.

Prospect to attract potential vendors and lessors.

• Identify and plan suitable prospecting methods to attract commercial property sale or lease listings according to agency requirements.

• Apply prospecting methods to establish relationships with potential vendors and lessors.

• Explain agency commercial sales and leasing services that meet specific vendor and lessor preferences and requirements.

• Respond to vendor and lessor questions or concerns and provide suitable information or services.

• Record communications with potential vendors and lessors according to agency requirements.

Confirm client requirements for sale or lease of commercial property.

• Identify and record client needs and preferences for sale or lease of commercial property.

• Clarify and record property ownership, use and contractual arrangements that may impact on sale or lease.

• Clarify tenancy mix required for commercial property.

• Research, analyse and record commercial property and market information to identify factors impacting sale or lease according to property type and use.

• Prepare information and advice to support client needs and preferences and clarify their issues and concerns.

Complete documentation for listing of commercial property.

• Explain sale or lease process to client and check understanding of agency and client requirements.

• Prepare and complete agency documentation for listing according to legislative requirements.

• Secure and maintain client documentation according to agency requirements.

Seek feedback.

• Plan communication methods and timeframe for feedback on sale or leasing process with client.

• Apply communication processes with client and record outcomes according to agency requirements.

Complete sale of commercial property.

• Maintain communication with vendor and buyer to provide feedback on the sales process.

• Identify and resolve issues that may impact the sale.

• Arrange changes to leasing documentation as required.

• Administer and secure deposit according to legislative requirements.

Complete documentation in preparation for sale.

• Facilitate preparation of required sales documentation.

• Arrange completion of documentation by all parties to the sale.

• Organise completion of lease arrangements for tenanted property.

• Consult legal advisor relevant to type of sale and complete pre-settlement processes according to agency requirements.

Monitor contract settlement.

• Monitor progress of contract and adherence to conditions of sale according to agency requirements.

• Maintain communication with all parties to the sale to facilitate contract settlement.

• Confirm settlement has concluded and complete post-settlement processes.

• Evaluate vendor and buyer satisfaction to establish future business opportunities.

• Update databases to inform future prospecting activities.

Respond to lessee enquiry for commercial property lease.

• Respond promptly to lessee enquiry and identify their needs and preferences.

• Discuss property features and usage requirements with lessee according to type of property and lease.

• Assess lessee suitability against property usage and lessor instructions

• Provide additional information to lessee as required and obtain agreement to proceed with lease.

• Record details of interactions with lessee according to agency requirements.

Disclose terms and conditions with lessee.

• Prepare pre-lease documentation, setting out terms and conditions of lease and proposed agreement between lessor and lessee.

• Brief lessee on lease terms and conditions and provide required information or advice to address issues or concerns.

• Confirm with lessee required bonds, rent reviews, outgoings and financial obligations.

Negotiate agreement for commercial property lease.

• Negotiate terms and conditions of lease with lessee according to lessor instructions and type of commercial property.

• Identify and resolve issues that may impact agreement of the lease terms and conditions.

• Maintain communication with lessee and lessor to negotiate variations to conditions of agreement.

• Negotiate conflict or deadlocks and confirm final lease agreement.

Facilitate completion of lease for commercial property.

• Administer required lease approvals and payments according to lease agreement.

• Execute lease documentation and facilitate lease registration.

• Check understanding of responsibilities and obligations with parties to the lease.

• Secure lease records according to agency requirements.

Gather property knowledge.

• Identify and record networking opportunities which support the development of commercial property intelligence.

• Identify target markets for commercial property types and usage.

• Identify market segmentations and sources of current and reliable market intelligence.

Analyse market trends.

• Analyse market information to determine trends and issues impacting commercial building types and their usage.

• Analyse market information to determine trends and issues impacting building classifications and ratings.

• Use agency networks to gather intelligence about factors impacting return on commercial property.

• Identify and analyse key indicators of market conditions affecting commercial property.

Analyse market influences.

• Analyse legislation affecting commercial property.

• Use agency networks to gather and analyse intelligence about market influences affecting commercial property.

Prepare market analysis.

• Prepare market intelligence in a format suitable for analysis.

• Apply property market analysis to an identified property and identify strategies to apply to sale or lease of property.

• Prepare report on market conditions affecting commercial property and return on investment.

Confirm lease arrangements with lessee.

• Consult with lessee to plan commercial property occupation and confirm rights and obligations under the lease.

• Clarify lessee needs and expectations for property use and fit-out and provide advice to ensure compliance with lease and lessor instructions.

• Schedule processes for collecting rent and outgoings according to agency requirements.

• Verify acceptance of terms and conditions of lease and implement contingency processes as required in consultation with lessee

• Document schedules and agreed actions according to agency requirements.

Support lessee to comply with commercial lease.

• Coordinate collection of rent and outgoings according to agreed schedule and lease requirements.

• Conduct property inspection to confirm compliance with lease requirements.

• Seek feedback from lessee to monitor property condition and use and identify issues or concerns.

• Implement rent reviews and contributions to expenses.

• Implement required actions to resolve lessee issues or concerns within the constraints of the lease and lessor instructions.

• Seek specialist assistance and lessor instructions to resolve lessee issues or concerns outside the scope of the lease.

• Document property inspection results and actions taken according to agency requirements.

Manage lessee contingency requests.

• Respond to request to sublet portion of commercial property.

• Gain lessor acceptance for subletting and implement required processes.

• Respond to request for assignment of lease.

• Gain lessor acceptance for assignment of lease and implement required processes.

Facilitate lease renewal.

• Facilitate the exercise of options with lessee according to lease requirements.

• Coordinate negotiation for renewal of lease or new lease to meet lessee requirements.

• Secure and maintain lessee documentation to inform future negotiations according to agency requirements.

Respond to request to terminate commercial property lease.

• Receive request to end lease and clarify circumstances requiring termination.

• Analyse lease documentation to verify conditions of termination and confirm lessor and lessee responsibilities.

• Clarify make-good obligations and property handover requirements.

• Inform lessor and lessee of termination request according to agency requirements.

• Document request to terminate lease according to legislative requirements.

• Seek specialist advice as required to clarify contractual obligations and inform lessor and lessee.

Implement and monitor processes to terminate commercial property lease.

• Notify lessor and lessee of responsibilities and obligations associated with lease termination.

• Consult with lessee to monitor satisfactory completion of make-good requirements.

• Conduct and document property inspection to verify outgoing property condition according to terms and conditions of lease.

• Facilitate financial settlement according to terms and conditions of lease.

• Record financial transactions according to legislative requirements.

Finalise termination of commercial property lease.

• Organise and monitor property handover procedure to lessor satisfaction.

• Negotiate with lessor and lessee to resolve areas of conflict.

• Identify breach of lease terms and conditions, and implement actions required for resolution according to agency requirements.

• Complete and secure end of lease documentation according to legislative requirements.

Obtain, interpret and confirm instructions.

• Confirm client requirements and instructions for business appraisal according to legislative requirements.

• Discuss agency requirements and processes for business appraisal with client.

• Confirm status and ownership of business to be appraised.

• Obtain agreement to proceed with business appraisal according to legislative requirements.

Conduct research to support business appraisal.

• Select and apply business appraisal methodology suitable to the business type and available information.

• Access and analyse required documents, reports and financial data for business being appraised.

• Access and analyse current market data and trends effecting sale of business being appraised.

• Verify accuracy and reliability of collated data and seek additional information according to appraisal methodology.

Complete business appraisal and present to client.

• Analyse research findings to ascertain final appraisal and record outcome according to agency requirements and client instructions.

• Prepare business appraisal report in an acceptable format, highlighting findings and rationale.

• Present report to client.

• Securely retain records and documentation according to agency requirements.

Prospect to attract potential vendors.

• Identify and plan suitable prospecting methods to attract business listings according to agency requirements.

• Apply prospecting methods to create opportunities to establish vendor–agency relationships.

• Explain agency business broking services that meet specific vendor preferences and requirements.

• Address vendor questions or concerns and offer information or services that attract relationships.

• Record communications with potential vendors according to agency requirements.

Confirm sale context.

• Identify vendor needs and preferences.

• Determine business structure, ownership, scope of operation and contractual arrangements impacting sale.

• Determine business attributes, goodwill and financial position.

• Record vendor requirements and factors impacting sale according to agency requirements.

Complete documentation for listing.

• Explain listing and sales process to vendor and seek additional information to ensure mutual and comprehensive understanding of vendor and agency requirements.

• Prepare and execute documentation for business listing according to legislative requirements.

• Retain vendor records and documentation according to agency requirements.

Set up vendor communication processes.

• Plan communication methods and timeframes for providing feedback on sales process in consultation with vendor.

• Record and apply vendor communication processes according to agency requirements.

Respond to buyer enquiry for purchase of business.

• Respond promptly to buyer enquiries and ascertain their needs and preferences.

• Record details of buyer enquiries and information provided according to agency requirements.

Present business to buyer.

• Assess buyer suitability against business listing and vendor instructions.

• Offer information to buyer about listed business to meet their requirements.

• Present features of listed business according to vendor instructions and seek buyer feedback to monitor interest in listing.

• Provide buyer with required information to address issues or concerns associated with business or terms of sale.

Assist buyer to make an offer.

• Organise buyer inspection of business premises and financial records while maintaining vendor confidentiality.

• Discuss and confirm inventory and equipment associated with sale, staged purchase and retention arrangements.

• Recommend sources of specialist advice to assist buyer to gain a full understanding of purchase and tax implications.

• Maintain communication to support buyer and to encourage an offer to be made.

• Record buyer interactions according to agency requirements.

Negotiate requirements and complete sale of business.

• Maintain communication with vendor and during the sales process.

• Identify and resolve issues that may impact the successful conclusion of the sale.

• Negotiate price, terms and conditions of sale of business.

• Negotiate conflict or deadlocks and confirm terms with parties to the sale.

• Administer and secure deposit according to legislative requirements.

Organise execution of documentation for sale of business.

• Provide disclosure documentation according legislative requirements.

• Prepare sales documentation according to agency requirements.

• Arrange completion of sales documentation by all parties to the sale.

• Facilitate engagement of legal advisor according to type of sale and complete pre-settlement processes according to legislative requirements.

Monitor contract settlement.

• Monitor progress of contract and adherence to conditions of sale according to agency requirements.

• Maintain communication with all parties to the sale to facilitate contract settlement.

• Confirm settlement has concluded and complete post-settlement processes.

Review and complete post-sale processes.

• Evaluate vendor and buyer satisfaction to establish future business opportunities.

• Update databases to inform future prospecting activities.

Analyse current portfolio.

• Analyse existing property management portfolio to identify high-performing and underperforming properties.

• Quantify property management opportunities to add to or rationalise portfolio.

• Determine optimum property management portfolio mix

Conduct rental property market analysis.

• Identify target areas for property management.

• Analyse demographics of the target area.

• Analyse current market trends for pricing.

• Identify market supply and demand for identified property types.

Develop strategies to identify potential clients.

• Profile potential client characteristics.

• Develop a range of activities to target profiled clients.

• Establish timeframes for activities to target profiled clients consistent with market trends.

• Develop prospecting methods to target profiled clients.

• Develop strategies to utilise networks to identify potential clients.

Consolidate property management portfolio.

• Identify property management services that are underperforming or inconsistent with target portfolio mix.

• Make recommendations to improve or remove underperforming or inconsistent properties or services.

• Make recommendations to increase property management portfolio opportunities.

Optimise relationships within the agency.

• Analyse and report on relationship between property management and other agency activities.

• Identify and document communication gaps within agency.

• Develop strategies that optimise communication to improve the property management business.

Analyse real estate practice.

• Identify and implement client care service standards to build client loyalty.

• Analyse positive and negative feedback to continuously improve products and customer service.

• Coordinate products and agency services to maintain and improve client experience.

Optimise business development strategies.

• Develop and document strategies to promote a professional and ethical agency image.

• Prioritise property management business development approaches.

Establish business development resources.

• Examine existing communication and promotional materials.

• Develop communication and promotional materials to reflect business development priorities.

• Confirm that communication and promotional materials reflect agency professional and ethical image.

• Confirm that communication and promotional materials are appropriate.

Initiate relationships with potential clients.

• Develop communication strategies to effectively liaise with profiled clients.

• Discuss and negotiate individual client needs and expectations.

• Prepare listing presentation documentation.

Perform property caretaker duties.

• Examine and outline caretaker roles and responsibilities for day-to-day running of a residential complex.

• Schedule and manage maintenance of property grounds and building areas.

• Manage communication with individual property owners and owners’ corporation about matters relevant to the care of the property.

• Liaise with owners’ corporation about compliance with relevant by-laws.

Act as a letting agent

• Follow contract requirements to manage letting of accommodation for short-term stays.

• Manage marketing of accommodation in the complex.

• Manage reception and support services for short-term stay guests.

• Manage guest payments and short-term stay management expenditure.

• Manage housekeeping services for short-term stays.

• Manage resolution of complaints and guest dissatisfaction.

Provide financial reports.

• Identify financial reports required for the complex.

• Manage the preparation of financial reports for individual owners for property vacancies, income and expenses.

• Manage the preparation of financial reports for the owners’ corporation on caretaker and letting income and expenditure.

• Manage the preparation of financial reports for a trust account.

Prepare buyer brief.

• Establish buyer needs and preferences for type, location and price range of property.

• Determine buyer capacity to buy and their access to finance.

• Explain to buyer the role and responsibilities of a buyers’ agent.

• Prepare buyer brief.

• Prepare and complete agreement with buyer according to legislative requirements.

Source properties

• Research and list properties that meet buyer brief.

• Assess properties against buyer brief and prepare a short list of suitable properties.

• Obtain instructions from buyer about which properties to investigate further.

Inspect properties and prepare report.

• Inspect properties with or without buyer.

• Assess and rank each property against buyer brief.

• Request further information and contract documentation for selected properties.

• Prepare a report for buyer that details suitability, type and conditions of sale for recommended properties.

Plan for recruitment 1.1 Establish recruitment requirements and authority to fill position

• Consult with relevant stakeholders about job descriptions, selection criteria and workforce strategy

• Contribute to development of job descriptions that accurately reflect the role requirements according to relevant policies, procedures and legislative requirements

• Implement strategies to assist in sourcing candidates according to organisational policies and procedures

Screen and interview potential candidates

• Conduct preliminary screening with candidates according to legislative requirements

• Organise and conduct interviews and selection activities according to organisational policies and procedures

• Carry out skills assessment relevant to the position

• Obtain relevant additional information from candidates

Assess and select candidates

• Consult with relevant stakeholders to conduct assessment and selection process according to organisational policy and legislative requirements

• Assess candidates against specified selection criteria and referee reports

• Prepare recommendations for relevant stakeholders and document according to organisational procedures

Manage candidate outcomes

• Inform all candidates of selection decisions

• Provide feedback to candidates according to organisational policies and procedures

• Secure preferred candidate’s agreement

• Coordinate necessary documentation according to organisational procedures, observing confidentiality and privacy requirements

Onboard successful candidate

• Advise relevant stakeholders of new appointment, including start date

• Make necessary administrative arrangements for pay and employee record keeping

• Coordinate successful candidate’s onboarding according to organisational policies and procedures

Establish practices that support individual differences in the workplace

• Identify individual differences in colleagues, clients and customers

• Identify organisational policies and procedures relating to inclusive work practices

• Assist relevant personnel in developing plan for incorporating inclusive practices in work tasks

Work effectively with individual differences

• Document developed knowledge, skills and experience

• Support colleagues and share specific skills with other team members and clients

• Identify and implement inclusive work practices to demonstrate value of diversity in the workplace

• Modify verbal and non-verbal communication to accommodate individual differences

Assess use of inclusive practices

• Seek feedback on inclusive practices from supervisor

• Evaluate feedback and identify opportunities for improvement

• Incorporate feedback and make improvements to work practices according to legislative requirements and enterprise guidelines

Prepare case for hearing.

• Examine the process for making an application for a hearing.

• Access and interpret decisions and precedents relevant to the matter to be heard.

• Prepare and analyse evidence and other documentation required for the hearing.

• Seek advice from appropriate professionals to assist in preparing for the hearing.

• Determine the need for expert witnesses and explain their role in the hearing.

• Participate in pre-hearing briefings

Prepare documents and coordinate attendees for hearing.

• Complete documentation required for application accurately.

• Prepare documents for presentation to hearing.

• On receipt of hearing details, coordinate documents and attendees.

Participate in conciliation process.

• Determine purpose and role of conciliation in the hearing process.

• Explore opportunities to resolve the matter through conciliation.

• Disclose documented evidence to be used in the hearing.

• Assess offers of conciliation against the likely outcome of continuing with the hearing.

• Record relevant information during the conciliation process.

Use hearing etiquette.

• Use appropriate protocols for entering, participating in and leaving the hearing.

• Use appropriate manner and relevant language when addressing the hearing.

Present case at hearing.

• Apply hearing rules and procedures.

• Outline the case clearly and concisely.

• Respond appropriately to submissions from respondents.

• Respond appropriately to hearing questions and directions.

Complete hearing processes.

• Request statement of reasons for hearing decision.

• Notify and explain hearing outcome to interested parties.

• Complete documentation and reports, and store according to agency practise.

Prepare a presentation

• Establish presentation purpose.

• Identify audience characteristics for the presentation.

• Select presentation techniques to match audience characteristics, presentation purpose and required outcomes.

• Select format and equipment for presentation according to audience characteristics.

• Research and prepare information and materials to support presentation.

• Prepare presentation and plan timing to meet time constraints

• Prepare strategy to collect client feedback and responses.

Conduct presentation.

• Use techniques, materials and equipment to present information.

• Present information clearly and sequentially following planned timings.

• Respond to audience questions.

• Summarise key concepts and conclude presentation.

Review presentation.

• Analyse and discuss feedback and responses to review effectiveness of presentation.

• Use review outcomes to make notes about improvements to presentation content, techniques and delivery

Develop safety controls

• Review existing safety controls for staff when travelling, working offsite and working alone in the agency.

• Conduct safety risk assessments and develop safety controls for when travelling, working offsite and working alone in the agency.

• Define the roles and responsibilities for all staff in maintaining their own safety and that of others.

• Develop and document protocols for responding to safety incidents according to legislative requirements.

• Examine policies and procedures to control risks.

Implement safety controls

• Develop and document implementation strategy for safety controls

• Facilitate implementation of safety controls and explain roles and responsibilities of all staff.

Review safety controls.

• Plan and implement processes for monitoring the effectiveness of safety controls.

• Create and monitor staff feedback system for safety controls.

• Analyse and implement existing processes

Plan financial management approaches

• Access budget and financial plans for work team

• Evaluate budget and financial plan outcomes with required organisational personnel

• Negotiate any changes required to be made to budget and financial plans with required organisational personnel

• Prepare contingency plans in the event that initial plans need to be varied

Implement and monitor financial management plans

• Communicate details of agreed budget and financial plans to relevant team members

• Support team members to access resources and systems to perform required roles

• Implement processes to monitor actual expenditure, control costs and modify contingency plans as required according to financial objectives

• Report on budget and expenditure according to organisational protocols

Review and evaluate financial management plans

• Collect information on effectiveness of financial management processes within work team

• Analyse variance between actual and budgeted finances

• Identify and recommend improvements to existing financial management processes

• Implement agreed improvements according to financial objectives of work team and organisation

• Evaluate agreed improvements

Allocate work

• Consult relevant groups and individuals on work to be allocated and resources available

• Develop work plans and allocate work according to organisational requirements and operational plans

• Develop and confirm performance standards and key performance indicators with relevant staff

• Conduct risk analysis according to organisational risk management plan and legal requirements

Assess performance

• Review performance management and processes according to legislation, organisational objectives and policies

• Train participants in the performance management and review process

• Conduct performance management according to organisational policies procedures and relevant timelines

• Monitor and evaluate performance according to performance standards and key performance indicators

Provide feedback

• Provide informal feedback and coaching to staff

• Advise relevant personnel, where performance is poor and take necessary actions

• Document feedback according to the organisational performance management system

• Conduct formal structured feedback sessions as necessary and according to organisational policy

Manage follow up

• Develop performance improvement and development plans according to organisational policies

• Monitor underperforming individuals according to organisational policies

• Respond to underperforming individuals, as required

• Reinforce excellence in performance through recognition and continuous feedback

Establish operational plan

• Research, analyse and document resource requirements

• Develop operational plan in consultation with, and with approval from, relevant stakeholders

• Develop contingencies for operational plan

• Explain plan to relevant work teams

Manage resource acquisition

• Confirm that employees are recruited and inducted according to the organisation’s human resources management policies, practices and procedures

• Confirm that physical resources and services are acquired according to the organisation’s policies, practices and procedures

• Identify and incorporate requirements for intellectual propertyrights and responsibilities related to acquisition of resources

Monitor and review operational performance

• Assess progress of operational plan in achieving profit and productivity plans and targets

• Identify areas of under-performance, recommend solutions and rectify the situation

• Plan and implement relevant processes for ongoing monitoring and confirm that support is provided for individuals and teams

• Negotiate recommendations for variations to operational plans and gain approval from designated persons

Determine compliance management requirements.

• Identify all jurisdictional legislation, regulations, codes of conduct and ethics to which the agency must comply.

• Analyse and document the requirements for the agency to meet compliance needs.

• Conduct risk analysis for compliance and best practice to determine risk ratings and risk mitigation.

• Determine and plan risk mitigation strategies through development of policies, procedures, work instructions, management and supervisory structures.

Develop risk control strategies that manage compliance.

• Develop strategies and associated policies, procedures and structures to support agency compliance.

• Develop processes and controls to maintain records thatdemonstrate compliance and best practice.

• Develop management structure and risk control strategies for monitoring and reviewing all compliance and best practice activities

Manage compliance systems.

• Clearly communicate to staff the best practice requirements for the agency.

• Facilitate continuous monitoring, reviewing and adjustment of agency compliance practices.

• Prepare periodic compliance reports to present a clear overview of compliance and agency best practice.

Evaluate compliance systems.

• Analyse and review periodic compliance reports to evaluate agency overall compliance and best practice.

• Use evaluation data to determine, document and implement improvements to improve compliance systems.

Interpret regulations for property agency trust accounts.

• Identify property industry operations for which trust accounts are required.

• Interpret relevant legislation regulating property agency trust accounts.

• Identify and analyse suitable systems for property agency trust accounts to meet legislative requirements.

• Identify and outline legislative requirements for opening and closing trust accounts.

Develop risk management plans.

• Identify and record risks associated with the operation of real estate trust accounts.

• Develop strategies to monitor and control risks associated with operating a trust account.

• Develop plan to evaluate effectiveness of controls.

• Identify and plan controls for fraudulent activities associated with real estate trust accounts.

Implement systems to control property agency trust accounts.

• Establish systems, policies, procedures, checklists and controls for property agency trust accounts.

• Establish documented systems for authorisation and delegation of trust account responsibilities according to legislative requirements.

• Ensure trust account procedures and protocols are communicated to, and applied by, agency staff.

• Apply recognised bookkeeping principles to trust account management.

• Establish internal and external audit schedule.

• Review controls and security arrangements for trust accounts.

Authorise and verify trust accounts.

• Verify periodic reconciliation of compliance with legislative requirements.

• Maintain records for convenience and proper auditing.

Determine ethical practice management requirements.

• Identify legislation, codes and principles relating to ethical practice in a property agency and their impact.

• Analyse and record ethical practice in interactions with clients.

• Conduct risk analysis of ethical practice requirements to determine risk ratings.

Implement risk control strategies.

• Plan and implement policies, procedures, structures and risk mitigation strategies that enable an ethical practice culture.

• Implement processes to address breaches of ethical practice.

• Implement management structures to monitor ethical practice throughout the agency.

Monitor ethical practice. 3.1 Communicate clearly to staff, ethical best practice and consequences of unethical practice.

• Facilitate continuous monitoring, reviewing and adjustment of agency ethical practice.

• Collect and distribute information about ethical practice, breaches and impact on clients.

Evaluate ethical practice systems.

• Analyse information about ethical practice and ethical breaches to evaluate agency achievement of ethical best practice.

• Use evaluation data to implement improvements to ethical best practice within the agency

Maintain WHS system.

• Implement relevant WHS legislation in the workplace.

• Develop and record a WHS management system for the agency.

• Define roles and responsibilities for workplace personnel in WHS policies, procedures and programs.

• Allocate financial and human resources for the operation of the WHS management system.

Implement WHS participative arrangements.

• Establish, implement and report on consultative processes according to WHS legislation.

• Resolve issues arising from participation and consultation according to workplace processes.

• Collect and provide workplace safety information to staff according to participative arrangements.

• Explain the WHS management system, its operational procedures and responsibilities to all staff members.

Implement risk control processes.

• Implement procedures for the identification and assessment of hazards and risks, and of risk controls.

• Implement procedures for the development and implementation of risk controls.

Review WHS management system.

• Implement WHS record-keeping system to identify patterns of occupational injury.

• Analyse the WHS management system and implement improvements to achieve agency WHS objectives.

• Assess compliance of the organisational WHS management system with WHS legislative framework and make adjustments as required.

Determine team requirements.

• Analyse and record requirements for teams in a property agency.

• Develop and record key performance indicators (KPIs) for teams which incorporate agency objectives, targets and are consistent with business strategies.

• Determine and develop role and responsibility descriptions for each team member.

• Determine structure of and develop plans for each team.

• Allocate resources to support attainment of team and agency KPIs.

Implement strategies to manage teams.

• Communicate agency standards, culture and business expectations to teams.

• Communicate agency team targets and roles to agency staff.

• Establish and maintain communication within and between teams.

• Promote balanced participation of team members in discussions and activities.

• Negotiate work roles of team members to balance team goals, job requirements and team members’ individual difference.

Manage team performance.

• Implement strategies to provide training, coaching and mentoring for team members.

• Implement strategies to address team or individual performance issues and provide constructive feedback.

• Implement strategies to monitor conduct of teams according to legal requirements and agency policy.

• Implement conflict resolution processes to support team effectiveness.

• Review team member’s performance and use results in planning individual professional development.

• Manage and review allocation resources to support attainment of targets and KPIs.

Evaluate team performance.

• Collect, record and use qualitative and quantitative data to evaluate achievement of KPIs.

• Use evaluation data to determine, record and implement improvements to maximise achievement of KPIs.

Determine financial management requirements.

• Conduct risk analyses according to legislative requirements.

• Analyse and record processes for managing budgets, financial control systems and management requirements for the agency and departments.

• Analyse the standard financial records, reports and break-even analyses to develop key performance indicators (KPIs).

• Allocate resources to support attainment of department and agency KPIs.

• Interpret requirements and schedules for conducting financial reconciliations and producing formal reports for internal and external purposes.

• Determine legislative responsibilities and best practice of financial systems.

Develop and implement strategies to manage operational finances.

• Design and implement strategies to establish and maintain link between individuals responsible for budgets and individuals operating financial control systems.

• Develop and implement financial controls and processes for preparation of valid records and reports.

• Implement strategies and adjust KPIs to ensure ongoing and accurate projections of income, expenditure and cash flow.

Manage operational finance systems.

• Communicate to agency staff the standards, culture and business KPIs relating to financial management in the agency.

• Facilitate monitoring, reviewing and adjustment of agency and department financial practices.

• Manage and review allocation of resources.

• Manage the collation of periodic financial reports to provide a financial overview of the agency.

Evaluate operational finance systems.

• Analyse periodic financial reports and use data to evaluate achievement of KPIs.

• Use evaluation data to determine, record and implement improvements.

Analyse business opportunities in the property market.

• Analyse sources of information about the property market and business environment to determine both immediate and ongoing business opportunities.

• Complete cost-benefit analysis of property information to determine the viability of opportunities.

Prepare for potential demand for agency services

• Analyse available information to develop agency property market profile.

• Estimate demand for agency services and develop potential client profile.

• Determine resources to service projected demand and include in an overall cost–benefit analysis.

• Establish agency marketing positioning strategy.

• Document range of services to be provided with associated service fees and charges.

Establish business goals and objectives.

• Determine business goals and identify activities to achieve projected share of the property market.

• Conduct break-even analysis of short- and long-term agency viability to ensure cash flow.

• Determine performance benchmarks.

Review business strategies.

• Develop strategic directions within the business plan.

• Use agency business plan to evaluate agency business performance.

Undertake property industry market research.

• Develop market research methods to create a database for analysis of agency property markets.

• Undertake property market research.

Develop property agency marketing strategy.

• Analyse the agency’s business plan, the needs of existing clients and future business opportunities.

• Analyse the strengths and weaknesses of competitors and identify opportunities for competitive advantage.

• Prepare marketing approaches to position the agency and minimise adverse effects of direct competition.

• Develop agency marketing strategy and targets.

• Develop corporate image and mission statement to promote positive public recognition of the agency and its services.

Implement agency marketing strategy.

• Promote agency services to maximise competitive advantage and profitability.

• Use resources to support implementation of marketing strategy.

• Brief staff on marketing strategy and support them to action the strategy as required.

Review and adjust marketing strategy.

• Monitor and review marketing activities and agency marketing strategy against targets.

• Collect and analyse feedback on outcomes of marketing activities.

• Assess costs and effectiveness of marketing activities to identify opportunities for improvements.

• Use evaluation data to review and modify marketing strategy.

Determine requirements for customer service systems.

• Conduct risk analyses according to legislative requirements.

• Analyse and record management requirements for customer service systems in the property industry.

• Analyse and record compliance requirements and best practice for customer service systems in the property industry.

• Determine and record the roles, responsibilities and processes for managing customer service systems.

• Determine service targets and develop key performance indicators.

Manage customer service and complaints resolution systems.

• Develop and maintain effective customer service strategies.

• Develop and record resolution processes for complaints relating to service provision.

• Adjust performance standards to ensure effective customer service.

Manage customer service performance.

• Communicate to staff the ethics, culture and performance standards for customer service.

• Facilitate monitoring, reviewing and adjustment of customer service practices.

• Provide regular feedback on achievement or non-achievement of customer service standards.

• Encourage staff to provide feedback on customer service.

• Manage coaching, training and mentoring to assist with changing needs and customer service issues.

Manage evaluation of customer service systems.

• Analyse and use customer service feedback to evaluate achievement against performance standards.

• Use evaluation data to implement improvements in customer service.