Simulated workplaceCAQA Vantage Property Services is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
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Simulated workplace
Scenario · Security and Concierge Services

Run a concierge shift and respond to an access incident

You are a licensed security officer on the Riverbend Towers concierge desk.

Intermediate2 to 3 hours7 tasks
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The situation

What has happened

You are rostered on the Riverbend Towers concierge desk from 2:00 pm to 10:00 pm on Saturday, taking over from Kai Tanaka. The basement roller door is still faulty and tailgating has been recorded on every patrol this week. A short-term letting guest argued with the concierge on Thursday about fob access and said he would be back. During your shift a contractor arrives to work in a lot without a booking, a resident reports a person sleeping in the level 2 car park stairwell, and at 8:40 pm the same guest returns, refuses to sign the visitor register and becomes agitated when told he cannot be admitted without the lot owner's authority. The site plan and the incident procedure set out what you must do.

Your brief. Take the handover, run the desk to the site plan and the access rules, manage each event lawfully and safely with de-escalation first, keep the visitor register and the log accurate, and complete an incident report for the events that require one before you hand over.
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Tasks

Deliverables

  • Handover record and shift log entries
  • Visitor register entries for the shift
  • Completed incident reports for the guest and stairwell events
  • Handover note for the night patrol

Documents to use

Systems to use

Incident, Hazard and Security Log

The group-wide log of injuries, near misses, hazards, security incidents, privacy breaches and patrol events across every office, property and client site.

Cleaning, Patrol and Survey Job Board

The daily board of scheduled field work across cleaning shifts, security patrols, concierge posts, open homes, inspections and survey jobs.

For trainers and assessors

Units of competency

Current on training.gov.au for the Property Services Training Package as at 10 September 2026.

CPPSEC2109Monitor and control access and exit of persons and vehicles from premises
CPPSEC2104Apply risk assessment to select and carry out response to security risk situations
CPPSEC2101Apply effective communication skills to maintain security
CPPSEC2103Apply WHS, emergency response and evacuation procedures to maintain security
CPPSEC2102Apply legal and procedural requirements to work effectively within a security team

Qualifications

CPP20218Certificate II in Security Operations
CPP31318Certificate III in Security Operations
Assessor notes

What to look for

Evidence guide

Look for access decisions that follow the site plan rather than convenience, a risk assessment before responding to the stairwell report, de-escalation and no use of force with the guest, correct escalation to the patrol or police, and incident reports that are factual, in time order and completed within the shift. The handover must carry the open hazards forward.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.