This unit applies to all sectors of the hospitality industry where Keno activities using online terminals are carried out, including clubs and casinos.

This unit must be assessed after the following prerequisite unit:

SITXFIN001A Process financial transactions.

ELEMENT

PERFORMANCE CRITERIA

1

Advise customers on features of Keno.

1.1

Provide information to customers on the operation of Keno games.

1.2

Advise customers on Keno promotions where appropriate.

1.3

Respond to customer complaints and queries courteously according to enterprise procedures.

2

Process bet types.

2.1

Identify and confirm verbal and standard entry bet types correctly.

2.2

Process bet types according to designated procedures.

3

Pay out prizes.

3.1

Check tickets through the 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.

3.4

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

4

Cancel tickets.

4.1

Cancel tickets through the card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures according to enterprise procedures.

4.2

Re-issue tickets where required according to enterprise procedures.

5

Operate General Functions.

5.1

Consider General Functions and use when necessary according to authorisedlimitations to assist the operator in cash high or cash low, disputes, signing on or signing off, balancing, maintenance and game information.

5.2

Seek authorisation from the appropriate person where required.

6

Clean and maintain terminals.

6.1

Clean card readers regularly.

6.2

Change new paper rolls and ribbons as appropriate.

6.3

Identify maintenance problems promptly and take appropriate measures.

7

Monitor security of Keno operations.

7.1

Follow Keno rules according to enterprise and legislative requirements.

7.2

Use the terminal disable function when appropriate.

7.3

Handle and balance cash and float according to enterprise procedures.

7.4

Where appropriate, call the Keno Hotline for assistance.

7.5

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

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

Keno operations and functions

problem-solving skills to deal with disputes about prize schedules, payments and display of winning numbers

literacy skills to read procedures and licensing requirements for Keno

numeracy skills to balance float and cash.

The following knowledge must be assessed as part of this unit:

general understanding of the gaming sector of the hospitality industry

overview requirements of legislation applying to Keno games, including:

general licence requirements

licensing of repairers, service consultants and machine managers

general accounting requirements

penalties for non-compliance

requirements for responsible provision of gambling services, including procedures for self-exclusion of problem gamblers

player rules of Keno and lotteries.

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

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

ability to operate Keno equipment within enterprise acceptable timeframe and according to procedures

compliance with responsible gambling legislation or requirements

awareness of security issues and compliance with security procedures

processing a variety of bet types, payouts and cancellations within realistic timeframes.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills using a Keno terminal, facilities and equipment, including online Keno terminal and display medium and Keno betting stationery

interaction with others to allow opportunities to respond to different customer service requirements and issues

integration and management of multiple transactions and activities including typical customer and equipment problems.

Methods of assessment

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

direct observation of candidate processing a variety of bets

oral or written questions to assess knowledge of the Keno product, gaming legislation and enterprise procedures

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITHGAM001A Attend gaming machines

SITHGAM006A Provide responsible gambling services.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

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 in the performance criteria is detailed below.

Information to be provided to customers must include:

completion of entry forms

verbal entries

lodgement of forms

bet types

prize schedules

player rules, conditions and limits

display of winning numbers

collection of payments

explanation of receipt tickets.

Kenogames may include:

standard game

Set Bets and Superplay

Way Bets

system bets

Quick Pick

Mystery Pick

Heads or Tails.

Keno promotions may include:

re-play numbers

benefit selling

awareness of and compliance with responsible gaming practices.

Appropriate measures to be taken in cases of cancellation of tickets and maintenance problems may include:

calling the Keno Hotline where applicable

normal enterprise procedures.

General Functions include options to assist the operator in administrative and functional procedures, and may include:

previous game results

balancing procedures

sign on or sign off

cash high or cash low.

Limitations and responsibilities of operators may be:

determined by individual enterprise policies.

Maintenance may include:

checking paper feed

resetting card reader.

Sector

Hospitality

Gaming

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.