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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
263895  Monitor and deal with resident and visitor behaviour in a social housing context 
ORIGINATOR
SGB Housing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 12 - Physical Planning and Construction Physical Planning, Design and Management 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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.

Learners completing this unit standard will be competent in:
  • Managing resident behaviour in a social housing estate.
  • Monitoring estate activity.
  • Implementing appropriate interventions.
  • Identifying and referring cases to appropriate support or intervention agencies. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners accessing this unit standard are competent in:
  • Communication skills at NQF Level 3.
  • Mathematical Literacy at NQF Level 3. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Manage resident behaviour in a social housing estate. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The core procedures, including house rules and the lease or use agreement, are explained within the context of managing resident behaviour. 

    ASSESSMENT CRITERION 2 
    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.
     

    ASSESSMENT CRITERION 3 
    Information relating to resident behaviour is obtained in order to determine course of action. 

    ASSESSMENT CRITERION 4 
    Potential situations which may be harmful to residents in terms of behaviour are identified and assessed in order to take action to address them. 

    ASSESSMENT CRITERION 5 
    Agencies/organisations which can help with potential problems regarding resident behaviour that fall outside own scope are identified and explained in terms of their functions for referral purposes. 

    SPECIFIC OUTCOME 2 
    Monitor resident and visitor activity in a social housing estate. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    An ethical framework for monitoring resident and visitor activity is described in terms of its rationale and objectives. 

    ASSESSMENT CRITERION 2 
    Records kept by the building or estate`s security services are monitored using an occurrence register in order to determine a suitable response. 

    ASSESSMENT CRITERION 3 
    Trends in payment behaviour are monitored as way of identifying deeper issues in order to devise suitable interventions. 
    ASSESSMENT CRITERION RANGE 
    Deeper issues refers to but are not limited to difficulties with income or employment, relationships, family circumstances, etc.
     

    ASSESSMENT CRITERION 4 
    Instruments to monitor unacceptable resident behaviour are identified and described in order to determine suitable remedies. 
    ASSESSMENT CRITERION RANGE 
    Instruments include but are not limited to resident committees and individual residents living within the estate.
     

    ASSESSMENT CRITERION 5 
    A record of breaches of house rules and other matters of unacceptable resident behaviour is created using appropriate monitoring procedures. 

    ASSESSMENT CRITERION 6 
    Records are evaluated in order to determine trends or emerging problems and more serious issues. 

    ASSESSMENT CRITERION 7 
    Reports to relevant persons of more serious issues are made within acceptable time periods in accordance with organisational requirements. 

    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 with examples. 

    ASSESSMENT CRITERION 2 
    Unacceptable behaviour is identified and described in terms of house rules and regulations governing the social housing estate. 

    ASSESSMENT CRITERION 3 
    Possible interventions that are appropriate to the particular case are identified and selected in order to take corrective action. 

    ASSESSMENT CRITERION 4 
    The importance of understanding resident circumstances and/or community dynamics when identifying appropriate interventions is explained with examples. 

    ASSESSMENT CRITERION 5 
    An ability to intervene appropriately in conflict situations is demonstrated using a given scenario. 

    ASSESSMENT CRITERION 6 
    Principles influencing the decision to escalate the problem to others are described in terms of house rules and regulations. 

    SPECIFIC OUTCOME 4 
    Refer cases to appropriate support or intervention agencies. 
    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 or intervention agencies appropriate to the social housing institution`s context are identified and listed in terms of their roles and responsibilities. 

    ASSESSMENT CRITERION 2 
    Limitations in terms of own expertise and authority are identified and described in order to refer individuals to experts of agencies for assistance. 

    ASSESSMENT CRITERION 3 
    Methods for obtaining information about residents behaviour are identified and described in order to determine options for referring cases to relevant agencies. 

    ASSESSMENT CRITERION 4 
    Information obtained is assessed in order to make referral decisions whether to escalate the issue internally or to refer directly to a support agency. 

    ASSESSMENT CRITERION 5 
    Procedures for case referrals are explained in the context of addressing unacceptable resident behaviour. 

    ASSESSMENT CRITERION 6 
    Referral decisions are made with appropriate intervention recommendations. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA's policies and guidelines for assessment and moderation.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise.
  • Moderation should also encompass achievement of the competence described both in individual unit standard as well as the integrated competence described in the qualification. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners should have a knowledge and understanding of:
  • Disputes and/or conflict.
  • Conflict resolution techniques.
  • House rules and regulations.
  • Support agencies or organisations.
  • Processes and procedures for referrals. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identifying and solving problems relating to resident behaviour by dealing with such cases in terms of house rules and regulations or referring such cases that fall outside scope of operation to relevant agencies. 

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a work team to handle and deal with unacceptable resident behaviour. 

    UNIT STANDARD CCFO ORGANISING 
    Planning, organising and managing oneself and one's activities responsibly and effectively identify potential situations that may lead to unacceptable behaviour. 

    UNIT STANDARD CCFO COLLECTING 
    Collecting, analysing, organising and critically evaluating information relating to unacceptable behaviour using relevant methods of data collection. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicating effectively using visual, mathematical and/or language skills in the form of oral and/or written presentation of information obtained to relevant parties for corrective action. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation by identifying support agencies or organisations for intervention purposes. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Integrated Assessment:

    When conducting assessments, assessors must ensure that they are familiar with the full text of the unit standards being assessed. Assessors must ensure that the assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge by developing assessment activities and tools, which are appropriate to the contexts in which the learners are working. These activities and tools may include self-assessment, peer assessment, formative and summative assessment. It may be more effective and efficient to assess a number of unit standards together in an integrated way, thus reducing the overall number of assessments and ensuring that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment.

    Assessment Option:

    Learners could be assessed using the following methods:
  • Oral or written questions.
  • Observation.
  • Simulation.
  • Role-plays.
  • Project, etc. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CETA 


    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 


    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.