Assessor Resource

SITHGAM201
Provide responsible gambling services

Assessment tool

Version 1.0
Issue Date: April 2024


Responsible gambling services must be provided wherever gambling activities are undertaken. In the hospitality industry, the gambling environment is usually referred to as the gaming area and is provided in a range of venues such as hotels, motels, clubs, pubs and casinos.

Gambling is defined as the staking of money on uncertain events driven by chance. The major forms of gambling are wagering (racing and sport) and gaming (gaming machines, table games, Keno and lotteries). Both forms of gambling are relevant to the hospitality industry.

Hospitality venues operate Totalisator Agency Board (TAB) outlets for wagering on racing and sport events. They also cover the full range of gaming activities, including the operation of gaming machines, table games, Keno and lotteries.

The responsible provision of gambling services is an essential underpinning skill for all hospitality personnel involved in the sale and service of gambling activities in licensed premises, including the licensee, gaming supervisors and gaming managers when involved in operational gambling activities.

The unit applies equally to frontline operational gambling personnel who operate with a limited level of autonomy and under some supervision and guidance from others. They would operate within the predefined organisational procedures and industry and regulatory authority codes of conduct.

Operational job roles would include gaming attendant, table game attendant, croupier and multi-skilled food and beverage attendant.

This unit describes the performance outcomes, skills and knowledge required to provide responsible gambling services, and information to customers who require assistance with their problem gambling.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

demonstrate knowledge and understanding of current legislation and industry and organisational policies and procedures in relation to responsible service of gambling and the ramifications for the organisation of noncompliance

demonstrate knowledge of underpinning reasons for and harmminimisation approach of responsible gambling services

deal with requests for exclusion or counselling services tactfully and according to organisational procedures

respond appropriately to a range of different gamblingrelated situations.

Context of and specific resources for assessment

Assessment must ensure use of:

current regulatory documents distributed by key state and territory gambling licensing agencies, such as plain English legislative publications and codes of conduct outlining responsible gambling requirements

industry and organisational codes of conduct, policies, procedures, information, signage and brochures relating to responsible gambling services.

Method of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide responsible gambling services. The following examples are appropriate for this unit:

direct observation of the individual providing information to customers

use of roleplays to demonstrate appropriate interpersonal skills

use of case studies or problemsolving to assess the application of knowledge to various problemgambling situations and contexts

oral or written questioning to assess knowledge of gaming legislation, codes of practice and industry and organisational procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHGAM202 Attend gaming machines

SITHGAM203 Operate a TAB outlet

SITHGAM204 Conduct Keno games.

Determining competency for this unit must focus on the understanding and implementation of responsible provision of gambling services to meet the requirements of state and territory legislation.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication and interpersonal skills to identify signs and symptoms of problem gambling and deal with customers identifying problems with gambling and requesting selfexclusion

initiative and enterprise skills to pro-actively identify potential problem gamblers

literacy skills to read and interpret information, including:

problem gambling signage

general information and brochures

industry or regulatory codes of conduct

inhouse policies and procedures

plain English regulatory and advisory information issued by local, state and territory gambling licensing authorities

numeracy skills to explain basic information about chances of winning and probability.

Required knowledge

reasons for, and personal impacts of, gambling problems

public interest reasons for implementation of responsible service of gambling practices, including:

government and community concerns with problem gambling

economic costs of problem gambling

principles of harm minimisation, and strategies to reduce the harm associated with problem gambling

indicators of problem gambling, and understanding that indicators are not always overt and that assumptions cannot be made until customer indicates a problem and requests assistance

roles of government, industry and the organisation in providing responsible gambling services

key requirements of relevant state and territory legislation, and regulatory, industry and organisation codes of conduct

organisational responsible gambling service procedures, especially selfexclusion and exclusion procedures, and the role of individual staff members, supervisors and managers in providing responsible gambling services

contents of problem gambling information provided by the organisation as required by legislation

available counselling services and referral procedures.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Responsible gambling service procedures may relate to:

posting of signage in appropriate locations

provision of appropriate environmental features

provision of gambling-related information, brochures and signage

responsible practices, such as offering a cooling off period or payment of large sums by cheque

selfexclusion and exclusion procedures.

State and territory legislation and industry and organisational policy refer to:

house policies

industry codes of practice

relevant state and territory gaming legislation and regulations

relevant state and territory licensing authority regulations and policies.

Gamblingrelated incidents include:

attempts to breach exclusion

disputes or complaints

impact of alcohol

involvement of families and friends

refusal of credit

requests for exclusion or assistance

under-age gambling.

Gambling may include:

gaming:

bingo

electronic gaming machines

Keno and lottery games

linked progressive jackpot systems

lucky envelopes

miscellaneous games of chance

Multi-Terminal Gaming Machines (MTGMs)

poker machines

table games

wagering on racing and sport events, including:

calcuttas and sweepstakes

TAB activities.

Gambling environmental features include:

provision and placement of signage

lighting and availability of natural light

provision and placement of clocks

placement of Automatic Teller Machines (ATMs)

strategies to indicate the passage of time

strategies to encourage breaks in play

advertising and promotional materials and activities

positioning of machines, change machines and equipment.

Information on problem gambling may relate to:

counselling services

responsible gambling pamphlets

selfexclusion programs.

Problem gambling may involve:

bills that cannot be paid by the player due to excessive gambling

borrowing money to gamble

changes in sleeping or eating habits due to gambling

committing illegal acts or considering these to finance gambling

considering selfharm as a result of gambling

feelings of remorse after gambling

gambling more money than the player can afford

gambling that makes the home life of the player unhappy

gambling to escape worry or personal problems

trying to win back gambling losses.

Procedures for selfexclusion and exclusion may involve:

referrals to:

colleague, supervisor or manager according to scope of responsibility

counsellors or support services

initiating exclusion processes when requested by customer.

Selfexclusion and exclusion may relate to:

customer identifying a problem with gambling and requesting to be barred from gaming or to have access limited (selfexclusion)

thirdparty exclusion

venue exclusion.

Signage and information to be displayed may cover:

available counselling services

chances of winning and probability

house policy

industry code of conduct for responsible gambling services

problem gambling

responsible gambling initiatives

selfexclusion and exclusion

venue code of conduct.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Follow responsible gambling service procedures according to relevant state and territory legislation and industry and organisational policy or codes of conduct. 
Communicate with appropriate personnel on gambling related incidents or situations and compliance with legislation and industry and organisational policy. 
Maintain accurate records of gambling related incidents and associated staff action, according to industry and organisational policy and procedures. 
Ensure gambling environmental features support responsible gambling policies. 
Provide accurate and appropriate information on problem gambling to customers on request. 
Follow procedures for self exclusion and exclusion requests according to legislation, industry and organisational policy and confidentiality and privacy requirements. 
Display signage and information related to responsible gambling in appropriate places visible to players, according legislative, industry and organisational requirements. 
Provide information on available support services according to confidentiality and privacy requirements, and legislative, industry and organisational requirements. 

Forms

Assessment Cover Sheet

SITHGAM201 - Provide responsible gambling services
Assessment task 1: [title]

Student name:

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I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

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Assessment Record Sheet

SITHGAM201 - Provide responsible gambling services

Student name:

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Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

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Student signature:

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