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Evidence Guide: SITHGAM004 - Conduct Keno games

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

 

SITHGAM004 - Conduct Keno games

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

Advise customers on features of Keno.

  1. Provide information to customers about Keno games.
  2. Advise customers on Keno promotions as required.
  3. Respond to customer queries, requests and complaints according to organisational standards.
Provide information to customers about Keno games.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers on Keno promotions as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process bet types.

  1. Identify and confirm verbal and standard entry bet types.
  2. Process bet types according to designated procedures.
Identify and confirm verbal and standard entry bet types.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process bet types according to designated procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pay out prizes.

  1. Check tickets through card reader, scanner or by serial number.
  2. Process cash and cheque payouts according to pre-set limits.
  3. Perform cash and cheque transactions according to agency and system limits and according to organisational procedures.
  4. Refer large payouts, bets, cash ins and cash outs to the appropriate person.
Check tickets through card reader, scanner or by serial number.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cancel tickets.

  1. Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.
  2. Re-issue tickets where required according to organisational procedures.
Cancel tickets through card reader or scanner, by serial number, or when not available, through arranging a claim for cancellation through appropriate measures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Re-issue tickets where required according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate general functions of software and machines.

  1. Use general functions when necessary according to authorised limitations.
  2. Seek authorisation from the appropriate person where required.
Use general functions when necessary according to authorised limitations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek authorisation from the appropriate person where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clean and maintain terminals.

  1. Clean card readers as required by organisational procedures.
  2. Change new paper rolls and ribbons as required by organisational procedures.
  3. Check paper feed and reset card readers as required by organisational procedures.
  4. Identify maintenance problems promptly and take appropriate measures.
Clean card readers as required by organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify maintenance problems promptly and take appropriate measures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor security of Keno operations.

  1. Follow Keno rules according to legislative requirements and organisational procedures.
  2. Use the terminal disable function when appropriate.
  3. Handle and balance cash and float according to organisational procedures.
  4. Where appropriate, call the Keno Hotline for assistance.
  5. Observe players and onlookers and note and report unusual practices and behaviours accurately and promptly.
Follow Keno rules according to legislative requirements and organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use the terminal disable function when appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle and balance cash and float according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, call the Keno Hotline for assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.