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

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 proactively 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

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

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 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 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

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

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 roleplays to demonstrate appropriate interpersonal skills

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

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

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

SITHGAM Attend gaming machines

SITHGAM Operate a TAB outlet

SITHGAM 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

Responsible gambling service procedures may relate to:

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

Gamblingrelated incidents include:

Gambling may include:

Gambling environmental features include:

Information on problem gambling may relate to:

Problem gambling may involve:

Procedures for selfexclusion and exclusion may involve:

Selfexclusion and exclusion may relate to:

Signage and information to be displayed may cover: