Application
This unit describes the performance outcomes, skills and knowledge required to maintain casino gaming machines, make payouts on them, check security of gaming areas, and provide advice on games offered by the organisation.
The unit applies to gaming areas in casinos, and to gaming attendants who work under general supervision within established procedures. It applies to all electronic data transfer (EDT) and data retrieval and promotion systems, and to player tracking and government monitoring systems.
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.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Advise customers on gaming activities. | 1.1.Advise customers on gaming activities and features of games according to relevant rules and regulations. 1.2.Explain machine operations to customers as required. 1.3.Respond to customer queries, requests and complaints according to organisational standards. |
2. Maintain gaming machines. | 2.1.Refill machines according to government, industry and organisational regulations. 2.2.Identify machine faults promptly and correctly. 2.3.Make simple machine repairs with minimum disruption to players, according to manufacturer instructions, work health and safety (WHS) procedures and practices, and to the level authorised by legislation and organisational practices. 2.4.Identify, mark and report unserviceable machines promptly. |
3. Monitor security of gaming areas. | 3.1.Observe players and onlookers, noting and reporting unusual practices and behaviours. 3.2.Carry out machine security checks. 3.3.Identify and respond to breakdowns in security or safety functions according to scope of responsibility, organisational procedures, and WHS requirements. 3.4.Keep payout and gaming machine record books and keys secure. 3.5.Where appropriate, follow barring procedures according to organisational policy. |
4. Make gaming machine payouts. | 4.1.Verify payouts according to organisational procedures. 4.2.Complete payout according to industry and organisational procedures. 4.3.Identify situations where payouts should be refused and refer them to the appropriate person. 4.4.Validate machines and return them to service promptly where appropriate. 4.5.Resolve or escalate payout disputes where required and according to organisational policies and customer service standards. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
demonstrate ability to maintain multiple gaming machines in line with regulatory, industry and organisational responsible gaming requirements over a minimum of two service periods, and:
provide advice on gaming machine use to at least six different customers
make payouts on at least six transactions or activities
demonstrate ability to carry out each of the basic machine security checks and minor repairs listed in the knowledge evidence with minimum disruption to players
demonstrate procedures to note and report unusual practices and behaviours of customers according to organisational procedures.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
range of gaming activities offered by the organisation:
basic player rules and conditions
procedures for collecting payments and winnings
win rates and returns to players
promotions and offers
key requirements of relevant state and territory legislation and relevant codes of practice:
general requirement for 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
types, parts and basic functions of gaming machines:
credit and currency systems
software, menus and display screens and associated functions
terminology used
data retrieval systems
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
types of payouts:
voucher or ticket
situations where payouts should be refused:
illegal credit
machine malfunctions
player ineligibility
basic machine security checks:
machine door is closed
monitor is in tact
machine is active
drop door is secure
procedures for simple machine repairs:
replacing consumables
resolving:
frozen screens
hardware faults
organisational security and safety requirements and procedures for gaming machines and the gaming area.
Assessment Conditions
Skills must be demonstrated in an operational casino gaming environment. This can be:
an industry workplace
a simulated industry environment set up for the purposes of assessment.
Assessment must ensure access to a fully equipped gaming venue, with:
equipment required to attend gaming machines:
Dacom card
evacuation card
handpay book
machine keys
machine service record card
gaming machines, which include:
linked machines
linked progressive jackpot systems
multi-terminal gaming machines
poker machines
progressive or stand-alone machines
stand-alone games
gaming machine maintenance tools and cleaning materials
ticket redemption terminals or cash distribution facility
gaming machine customers 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.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | read and interpret: gaming machine information machine service records organisational policies and procedures. |
Writing skills to: | complete service record cards complete hand pay book. |
Oral communication skills to: | provide clear and factual information to customers, colleagues and other stakeholders. |
Numeracy skills to: | provide and verify payouts to customers. |
Problem-solving skills to: | resolve payout disputes and suspected security breaches. |
Planning and organising skills to: | prioritise machine faults and repairs. |
Technology skills to: | use gaming machine software. |
Sectors
Hospitality
Competency Field
Gaming