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Elements and Performance Criteria

1. Advise customers on features of Keno.
   • Provide information to customers about Keno games.
   • Advise customers on Keno promotions as required.
   • Respond to customer queries, requests and complaints according to organisational standards.
2. Process bet types.
   • Identify and confirm verbal and standard entry bet types.
   • Process bet types according to designated procedures.
3. Pay out prizes.
   • Check tickets through card reader, scanner or by serial number.
   • Process cash and cheque payouts according to pre-set limits.
   • Perform cash and cheque transactions according to agency and system limits and according to organisational procedures.
   • Refer large payouts, bets, cash ins and cash outs to the appropriate person.
4. Cancel tickets.
   • Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.
   • Re-issue tickets where required according to organisational procedures.
5. Operate general functions of software and machines.
   • Use general functions when necessary according to authorised limitations.
   • Seek authorisation from the appropriate person where required.
6. Clean and maintain terminals.
   • Clean card readers as required by organisational procedures.
   • Change new paper rolls and ribbons as required by organisational procedures.
   • Check paper feed and reset card readers as required by organisational procedures.
   • Identify maintenance problems promptly and take appropriate measures.
7. Monitor security of Keno operations.
   • Follow Keno rules according to legislative requirements and organisational procedures.
   • Use the terminal disable function when appropriate.
   • Handle and balance cash and float according to organisational procedures.
   • Where appropriate, call the Keno Hotline for assistance.
   • Observe players and onlookers and note and report unusual practices and behaviours accurately and promptly.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

operate Keno games over a minimum of two service periods, and:

explain the rules of each of the different Keno game types listed in the knowledge evidence to customers and provide instructions for how to play each game

demonstrate use of each of the general functions listed in the knowledge evidence in line with organisational requirements

perform each of the general maintenance activities for Keno machines listed in the knowledge evidence

use Keno equipment within commercially-realistic timeframes and according to organisational standards and procedures to process each of the different bet types listed in the knowledge evidence, and demonstrate ability to:

respond to typical Keno customer game enquiries

coordinate multiple transactions and activities

process payouts

process cancellations

note and report unusual practices and behaviours.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key requirements of relevant state and territory legislation and relevant codes of practice:

responsible provision of gambling services

licensing requirements for gaming personnel:

managers and employees

machine technicians

service consultants

machine managers, manufacturers and sales personnel

penalties for non-compliance in providing responsible gambling service

general player rules of Keno and lotteries

general customer information about Keno games:

bet types

collection of payments

completion of entry forms

display of winning numbers

explanation of receipt tickets

lodgement of forms

player rules, conditions and limits

prize schedules

verbal entries

types of Keno games and their rules:

Heads or Tails

Mystery Pick

Quick Pick

Set Bets and Superplay

standard game

system bets

Way Bets

general functions use of Keno equipment:

balancing procedures

cash high or cash low

previous game results

sign-on or sign-off

organisational procedures for cancelling Keno tickets

rules relating to Keno promotions:

benefit selling

re-play numbers

features of Keno equipment

general maintenance procedures for Keno machines:

check machine is serviceable

checking paper feed

resetting card feeder

unusual practices and behaviours of customers:

false claims to machine credit

magnets on side of machine

syndicate play

gambling on behalf of others

placing loyalty cards in machine to earn points from other people playing

aggression towards machines

collecting residual credit

searching for unclaimed funds.

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