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Evidence Guide: CHCFIN005 - Provide responsible online wagering services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CHCFIN005 - Provide responsible online wagering services

What evidence can you provide to prove your understanding of each of the following citeria?

Comply with legislative and regulatory requirements and industry and organisational codes of conduct for online wagering.

  1. Evaluate contents of relevant legislation, regulatory information and industry codes of conduct and their significance to own job role.
  2. Clarify requirements of regulations and codes of practice with relevant personnel to ensure understanding and compliance.
  3. Act according to regulatory requirements and principles of relevant codes of conduct, seeking advice from relevant person or authority when issues arise.
  4. Identify conflicts of interest between responsible wagering and own role and report to the appropriate person, according to organisational policies and procedures.
Evaluate contents of relevant legislation, regulatory information and industry codes of conduct and their significance to own job role.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify requirements of regulations and codes of practice with relevant personnel to ensure understanding and compliance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act according to regulatory requirements and principles of relevant codes of conduct, seeking advice from relevant person or authority when issues arise.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify conflicts of interest between responsible wagering and own role and report to the appropriate person, according to organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement responsible online wagering practices.

  1. Carry out duties of own job role using responsible gambling service practices and adhering to principles of harm minimisation and reduction, according to relevant state and territory legislation and industry and organisational policy and codes of conduct.
  2. Support customers to engage in safe online wagering practices.
  3. Proactively monitor customer wagering behaviour to identify opportunities for intervention or referral aimed at prevention of gambling harm.
  4. Identify customers at risk of harm from online wagering and take action to mitigate and reduce harm within scope of own job role.
  5. Identify behaviours of customers that indicate the need for exclusion due to potentially harmful online wagering.
  6. Maintain accurate records of gamblingrelated incidents and associated staff action according to regulatory, industry and organisational policy and procedures and within scope of own job role.
  7. Respond to complaints sensitively, courteously and respectfully and refer to relevant person or authority as required.
Carry out duties of own job role using responsible gambling service practices and adhering to principles of harm minimisation and reduction, according to relevant state and territory legislation and industry and organisational policy and codes of conduct.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support customers to engage in safe online wagering practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively monitor customer wagering behaviour to identify opportunities for intervention or referral aimed at prevention of gambling harm.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customers at risk of harm from online wagering and take action to mitigate and reduce harm within scope of own job role.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify behaviours of customers that indicate the need for exclusion due to potentially harmful online wagering.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate records of gamblingrelated incidents and associated staff action according to regulatory, industry and organisational policy and procedures and within scope of own job role.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to complaints sensitively, courteously and respectfully and refer to relevant person or authority as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and assistance to customers regarding gambling harm and harm minimisation.

  1. Provide information on impacts of harm from gambling and gambling harm minimisation and reduction to customers to enable them to make informed decisions about their participation.
  2. Discuss support service options and benefits of seeking support with customer.
  3. Follow procedures for exclusion, including self-exclusion, according to legislation, industry and organisational policy, and confidentiality and privacy requirements.
  4. Provide customer with referral options using appropriate method of communication according to level of potential risk of harm associated with online wagering.
  5. Provide customer with information on how to lodge complaints with regulators or others as required.
  6. Communicate with customers in a timely, professional and positive manner that displays empathy and provides validation.
Provide information on impacts of harm from gambling and gambling harm minimisation and reduction to customers to enable them to make informed decisions about their participation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss support service options and benefits of seeking support with customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow procedures for exclusion, including self-exclusion, according to legislation, industry and organisational policy, and confidentiality and privacy requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer with referral options using appropriate method of communication according to level of potential risk of harm associated with online wagering.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer with information on how to lodge complaints with regulators or others as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers in a timely, professional and positive manner that displays empathy and provides validation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mitigate risks relating to online wagering.

  1. Use filtering processes to verify identification and prevent access by those under 18 years of age.
  2. Immediately close customer account if identification processes show customer is a minor.
  3. Use filtering processes to identify excluded customers and immediately close customer account when excluded customer is identified.
  4. Remove excluded customers from marketing communications and advertising and promotion database to ensure they are not encouraged to return to wagering.
  5. Ensure advertising and promotion to customers provides information on risks and potential harm of gambling and online wagering in line with relevant legislative frameworks.
  6. Protect confidentiality and privacy of information provided by customers according to regulations and organisational policies and procedures.
Use filtering processes to verify identification and prevent access by those under 18 years of age.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Immediately close customer account if identification processes show customer is a minor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use filtering processes to identify excluded customers and immediately close customer account when excluded customer is identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Remove excluded customers from marketing communications and advertising and promotion database to ensure they are not encouraged to return to wagering.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure advertising and promotion to customers provides information on risks and potential harm of gambling and online wagering in line with relevant legislative frameworks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Protect confidentiality and privacy of information provided by customers according to regulations and organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge