Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITHGAM004 Mapping and Delivery Guide
Conduct Keno games

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITHGAM004 - Conduct Keno games
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to operate and maintain Keno equipment, take bets, make payouts, check security issues, and provide advice on Keno to customers.The unit applies to gaming venues that offer Keno games, and to gaming attendants who work under general supervision within established procedures.In many states and territories, legislation stipulates that all gaming workers must receive training in the responsible conduct of gambling. This is covered in SITHGAM001 Provide responsible gambling services.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in an operational gaming environment. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

Keno terminal, facilities and equipment:

online Keno terminal and display medium

Keno betting stationery

industry-realistic range of customers playing Keno with whom the individual can interact; these can be:

customers in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Prerequisites/co-requisites
Competency Field Gaming
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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.
       
Element: Process bet types.
  • Identify and confirm verbal and standard entry bet types.
  • Process bet types according to designated procedures.
       
Element: 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.
       
Element: 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.
       
Element: Operate general functions of software and machines.
  • Use general functions when necessary according to authorised limitations.
  • Seek authorisation from the appropriate person where required.
       
Element: 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.
       
Element: 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.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Advise customers on features of Keno.

1.1.Provide information to customers about Keno games.

1.2.Advise customers on Keno promotions as required.

1.3.Respond to customer queries, requests and complaints according to organisational standards.

2. Process bet types.

2.1.Identify and confirm verbal and standard entry bet types.

2.2.Process bet types according to designated procedures.

3. Pay out prizes.

3.1.Check tickets through card reader, scanner or by serial number.

3.2.Process cash and cheque payouts according to pre-set limits.

3.3.Perform cash and cheque transactions according to agency and system limits and according to organisational procedures.

3.4.Refer large payouts, bets, cash ins and cash outs to the appropriate person.

4. Cancel tickets.

4.1.Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.

4.2.Re-issue tickets where required according to organisational procedures.

5. Operate general functions of software and machines.

5.1.Use general functions when necessary according to authorised limitations.

5.2.Seek authorisation from the appropriate person where required.

6. Clean and maintain terminals.

6.1.Clean card readers as required by organisational procedures.

6.2.Change new paper rolls and ribbons as required by organisational procedures.

6.3.Check paper feed and reset card readers as required by organisational procedures.

6.4.Identify maintenance problems promptly and take appropriate measures.

7. Monitor security of Keno operations.

7.1.Follow Keno rules according to legislative requirements and organisational procedures.

7.2.Use the terminal disable function when appropriate.

7.3.Handle and balance cash and float according to organisational procedures.

7.4.Where appropriate, call the Keno Hotline for assistance.

7.5.Observe players and onlookers and note and report unusual practices and behaviours accurately and promptly.

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.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Advise customers on features of Keno.

1.1.Provide information to customers about Keno games.

1.2.Advise customers on Keno promotions as required.

1.3.Respond to customer queries, requests and complaints according to organisational standards.

2. Process bet types.

2.1.Identify and confirm verbal and standard entry bet types.

2.2.Process bet types according to designated procedures.

3. Pay out prizes.

3.1.Check tickets through card reader, scanner or by serial number.

3.2.Process cash and cheque payouts according to pre-set limits.

3.3.Perform cash and cheque transactions according to agency and system limits and according to organisational procedures.

3.4.Refer large payouts, bets, cash ins and cash outs to the appropriate person.

4. Cancel tickets.

4.1.Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.

4.2.Re-issue tickets where required according to organisational procedures.

5. Operate general functions of software and machines.

5.1.Use general functions when necessary according to authorised limitations.

5.2.Seek authorisation from the appropriate person where required.

6. Clean and maintain terminals.

6.1.Clean card readers as required by organisational procedures.

6.2.Change new paper rolls and ribbons as required by organisational procedures.

6.3.Check paper feed and reset card readers as required by organisational procedures.

6.4.Identify maintenance problems promptly and take appropriate measures.

7. Monitor security of Keno operations.

7.1.Follow Keno rules according to legislative requirements and organisational procedures.

7.2.Use the terminal disable function when appropriate.

7.3.Handle and balance cash and float according to organisational procedures.

7.4.Where appropriate, call the Keno Hotline for assistance.

7.5.Observe players and onlookers and note and report unusual practices and behaviours accurately and promptly.

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
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. 
Identify and confirm verbal and standard entry bet types. 
Process bet types according to designated procedures. 
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. 
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. 
Use general functions when necessary according to authorised limitations. 
Seek authorisation from the appropriate person where required. 
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. 
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. 

Forms

Assessment Cover Sheet

SITHGAM004 - Conduct Keno games
Assessment task 1: [title]

Student name:

Student ID:

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

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITHGAM004 - Conduct Keno games

Student name:

Student ID:

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

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: