AssessorGuide SITHGAM006A PRGS v3.27047008 · information relevant to the unit of competency and...

SITHGAM006A PROVIDE RESPONSIBLE GAMBLING SERVICES

ASSESSOR GUIDE

© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide

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Contents

Assessor Guide .......................................................................................................................................................... 3

SITHGAM006A Provide Responsible Gambling Services ...................................................................................... 3

Purpose of this Guide ....................................................................................................................................... 3

Process Overview .............................................................................................................................................. 3

SITHGAM006A Provide responsible gambling services ............................................................................................ 4

The Assessment Process ....................................................................................................................................... 6

Planning the Assessment .................................................................................................................................. 6

CONDUCT ASSESSMENT ..................................................................................................................................... 10

Evidence Gathering: ............................................................................................................................................ 10

ASSESSING UNDERPINNING KNOWLEDGE ..................................................................................................... 10

ASSESSING PRACTICAL SKILLS ......................................................................................................................... 11

Critical Aspects of Assessment ........................................................................................................................... 13

Context of Assessment and Resource Implications: ........................................................................................... 14

Assessment Methods: ......................................................................................................................................... 14

Other Evidence ............................................................................................................................................... 15

RECORDING ASSESSMENT OUTCOMES .......................................................................................................... 16

EMPLOYABILITY SKILLS........................................................................................................................................ 17

RESOURCE LIST ................................................................................................................................................... 22

Bibliography ............................................................................................................................................................ 22

ASSESSMENT REGISTER ...................................................................................................................................... 29

© 2009

Advise Student of Assessment Outcomes

Competent Assessment

Evaluate and Record Assessment Outcomes

Case Study

Integrated Theory Assessments

Determining Students Underpinning Knowledge

Underpinning Knowledge Questions

Plan Assessment and Discuss with Student

Student Completes Pre-Assessment Activities

Assessor Guide

SITHGAM006A Provide Responsible Gam

Purpose of this Guide

This Guide is to be used by Assessors in planning and following the assessment process with each student. It contains

information relevant to the unit of competency and should be used as a reference when conducting assessments.

The following Assessment Process must be followed with all students, unless discussed with the

National’ and any changes agreed by all parties involved

Process Overview

<Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide

Advise Student of Assessment Outcomes

Competent Assessment Not Yet Competent

Evaluate and Record Assessment Outcomes

Assessment Summary Completed

Other Evidence Gathered

Supervisor Validation, 3rd Part Reports

Observations

Student Completes Assessments

Integrated Theory Assessments Practical Assessments

Determining Students Underpinning Knowledge - During Delivery

Underpinning Knowledge Questions Activities & Tasks

Plan Assessment and Discuss with Student

Assessment Activities LL&N Level Determined

Underpinning Training Completed

Training Resources Finalised

Provide Responsible Gambling Services



Process must be followed with all students, unless discussed with the

by all parties involved.

SITHGAM006A_PRGS_Assessor Guide

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Observations

Practical Assessments

During Delivery

LL&N Level Determined



Process must be followed with all students, unless discussed with the ‘etrainu’ and ‘Challenge

Unit Criteria


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SITHGAM006A Provide responsible gambling services

Unit descriptor This unit describes the performance outcomes, skills and knowledge

required to provide responsible gambling services, and information

to customers who require assistance with their problem gambling.

The unit also relates to satisfying the requirements for providing

responsible gambling services under state and territory legislation.

The terms used to describe this vary across state and territory

regulatory bodies and can include responsible conduct of gambling

(RCG) and responsible service of gaming or responsible service of

gambling (RSG).

Those developing training to support this unit must consult the

relevant state and territory gaming licensing authority to determine

accreditation arrangements for courses, trainers and assessors.

Under differing state and territory legislation this is a required

certification unit only for certain nominated personnel operating in

licensed gambling premises.

The requirement to ensure compliance with enterprise policies,

legal obligations and codes of practice for gambling venues is not

covered by this unit but may be found in SITHGAM005A Develop

and manage gaming activities.

Employability skills 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.

Prerequisite units Nil

Application of the unit Responsible gambling services must be provided wherever gambling

activities are undertaken. In the hospitality industry, the gambling

environment is usually referred to as the gaming area and is

provided in a range of venues such as hotels, motels, clubs, pubs

and casinos.

Gambling is defined as the staking of money on uncertain events

driven by chance. The major forms of gambling are wagering (racing

and sport) and gaming (gaming machines, table games, Keno and

lotteries). Both forms of gambling are relevant to the hospitality

industry.

Hospitality venues operate Totalisator Agency Board (TAB) outlets

for wagering on racing and sport events. They also cover the full

range of gaming activities, including the operation of gaming

machines, table games, Keno and lotteries.

Unit Criteria


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The responsible provision of gambling services is an essential

underpinning skill for any level of hospitality personnel involved in

the sale and service of gambling activities in licensed premises,

including the licensee, gaming supervisors and gaming managers

when involved in operational gambling activities.

The unit applies equally to frontline operational gambling personnel

who operate with a limited level of autonomy and under some

supervision and guidance from others. They would operate within

the predefined organisational procedures and industry and

regulatory authority codes of conduct.

Operational job roles would include gaming attendant, table game

attendant, croupier and multi-skilled food and beverage attendant. \

Competency field Gaming

Sector Hospitality

ELEMENT PERFORMANCE CRITERIA

Elements describe the essential

outcomes of a unit of

competency.

Performance criteria describe the required performance needed to

demonstrate achievement of the element. Where bold italicised text is

used, further information is detailed in the required skills and knowledge

and/or the range statement. Assessment of performance is to be

consistent with the evidence guide.

1 Provide responsible

service of gambling.

1.1 Follow responsible gambling service procedures according to

relevant state and territory legislation and industry and

enterprise policy or codes of conduct.

1.2 Communicate with appropriate personnel on

gambling-related incidents or situations and compliance with

legislation and industry and enterprise policy.

1.3 Maintain accurate records of gambling-related incidents and

associated staff action, according to industry and enterprise

policy and procedures.

1.4 Ensure gambling environmental features support responsible

gambling policies.

2 Provide information

and assistance to

customers about

problem gambling.

2.1 Provide accurate and appropriate information on problem

gambling to customers on request.

2.2 Follow procedures for self-exclusion and exclusion requests

according to legislation, industry and enterprise policy and

confidentiality and privacy requirements.

2.3 Display signage and information related to responsible

gambling in appropriate places visible to players, according to

industry, enterprise and legislative requirements.

2.4 Provide information on available support services according

to confidentiality and privacy requirements, and industry,

enterprise and legislative requirements.

Planning the Assessment


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The Assessment Process


1. Confirm Assessment Process

Assessors must confirm that the student is ready for assessment prior to commencing the process. The

assessment process (including the purpose of the assessment, evidence gathering, appeal procedure and any

special needs) are to be explained to the Student.

• Online students (unfacilitated)

Will self-determine their readiness for assessment by successfully completing the Activities at the

end of each Chapter/Section. These activities have been designed to demonstrate “LL&N”,

“Employability Skills” and “Underpinning Knowledge”.

• For facilitated pathway students, ensure you have a copy of each of the following assessment instruments and

tools:

a. ASS_SITHGAM006A_PRGS_FAC_v1

2. Assessment Strategy - Facilitated

Identify the day, time and location for conducting each of the assessment tasks and confirm with the student (and

Supervisor, if applicable).

o Assessment should be conducted in the workplace (insert description) or under conditions that accurately

simulates a realistic work environment.

o Ensure that you have the resources and equipment ready for the assessment task.

Assessment Strategy – Unfacilitated

Online students will determine their own timeframe for assessments based on accessibility to chapters and

assessments via online system.

3. Resources required include:

• Online students (unfacilitated)

� Assessors Guide (this document)

� Observation Checklists

• facilitated students

� Assessors Guide (this document)

� Workplace Resource Checklist

� Observation Checklists



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Range of Assessment:

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.

Responsible gambling service

procedures may relate to: • provision of gambling-related information, brochures and

signage

• posting of signage in appropriate locations

• self-exclusion and exclusion procedures

• provision of appropriate environmental features

• responsible practices, such as offering a cooling off period

or payment of large sums by cheque.

State and territory legislation and

industry and enterprise policy

refer to:

• relevant state and territory gaming legislation and

regulations

• relevant state and territory licensing authority regulations

and policies

• industry codes of practice

• house policies.

Gambling-related incidents

include:

• requests for exclusion or assistance

• under-age gambling

• refusal of credit

• disputes or complaints

• involvement of families and friends

• impact of alcohol

• attempts to breach exclusion.

Gambling may include: • wagering on racing and sport events, including:

TAB activities, calcuttas and sweepstakes

• gaming, including:

electronic gaming machines

poker machines

linked progressive jackpot systems

Keno and lottery games

table games

miscellaneous games of chance

bingo

lucky envelopes

multi-terminal gaming machines (MTGMs).



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Gambling environmental features

include:

• provision and placement of signage

• lighting and availability of natural light

• provision and placements clocks

• placement of automatic teller machines (ATMs)

• strategies to indicate the passage of time

• strategies to encourage breaks in play

• advertising and promotional materials and activities

• positioning of machines, change machines and equipment.

Information on problem gambling

may include:

• availability of counselling services

• availability of self-exclusion programs

• availability of responsible gambling pamphlets.

Problem gambling may involve:

• gambling more money than the player can afford

• gambling that makes the home life of the player unhappy

• feelings of remorse after gambling

• bills that cannot be paid by the player due to excessive

gambling

• borrowing money to gamble

• trying to win back gambling losses

• gambling to escape worry or personal problems

• changes in sleeping or eating habits due to gambling

• committing illegal acts or considering these to finance

gambling

• considering self-harm as a result of gambling.

Procedures for self-exclusion and

exclusion may involve: • referral to a colleague, supervisor or manager according to

scope of responsibility

• initiating exclusion processes when requested by

customer

• referral to counsellors or support services.

Self-exclusion and exclusion may

relate to: • customer identifying a problem with gambling and

requesting to be barred from gaming or to have access

limited (self-exclusion)

• venue exclusion

• third-party exclusion.



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Signage and information to be

displayed may cover:

• chances of winning and probability

• problem gambling

• self-exclusion and exclusion

• available counselling services

• house policy

• industry code of conduct for responsible gambling services

• venue code of conduct

• responsible gambling initiatives.

Conducting the Assessment


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CONDUCT ASSESSMENT

Evidence Gathering:

ASSESSING UNDERPINNING KNOWLEDGE

Primarily Underpinning Knowledge is determined through a choice of Written Assessment,

Questionnaire or a series of relevant Oral Questions.

You will need an different assessment tool for each different type of assessment:

Pre-Assessment Activity – (LL&N Based) These documents are to be used in the case where a participant

has been identified as requesting LL&N assistance.

UNFACILITATED – Not Available

FACILITATED– Not Available

Fact Sheets & Activities – Determining Underpinning Knowledge

The fact sheets support the content delivered in the delivery content. The activities have been developed to

consolidate understanding of key concepts within the course content. They do not determine competence but do

signify that the participant has an understanding

UNFACILITATED

FLASH_ SITHGAM006A_PRGS_WEB_v1

FS_SITHGAM006A_PRGS_WEB_v1

FACILITATED

FS_SITHGAM006A_PRGS_WEB_v1

Written Assignment – Knowledge questions mapped against core criteria and critical aspects of assessment

as outlined in the Unit Description.

UNFACILITATED

ASS_SITHGAM006A_PRGS_WEB_v1

FACILITATED


Questionnaire

UNFACILITATED

N/A

FACILITATED

N/A



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Oral Questions – Generally conducted with the workplace observation to support scenarios and activities that

may not be observed at an appropriate time within the workplace.

UNFACILITATED

N/A

FACILITATED

N/A

ASSESSING PRACTICAL SKILLS

The required practical demonstration activities must involve:

• Practical demonstration is not required for this unit – see mapping.

For the assessment of these skills please use the following Practical Activities and supporting

Observation Checklists:-

Practical Activities: UNFACILITATED

N/A

Practical Activities: FACILITATED

N/A



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ASSESSING COMPETENCE

Participant needs to demonstrate completion of the following to achieve competence.

Completion of the following is compulsory:


Ensure the following points are assessed:

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

• appropriate communication and interpersonal skills for dealing with customers identifying problems

with gambling and requesting self-exclusion

• literacy skills to read and interpret documents, such as problem gambling signage, general

information and brochures; industry or regulatory codes of conduct; in-house policies and procedures;

and general plain English regulatory and advisory information issued by local, state and territory

gambling licensing authorities

• numeracy skills to explain chances of winning and probability as they relate to the gambling activities

of the enterprise.

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

• profile of gambling industry, including size and economic benefits of gambling

• reasons for and personal impacts of gambling problems

• public interest reasons for implementation of responsible service of gambling practices, including:

government and community concerns with problem gambling

economic costs of problem gambling

• principles of harm minimisation, and strategies to reduce the harm associated with problem gambling

• indicators of problem gambling, and understanding that indicators are not always overt and that

assumptions cannot be made until customer indicates a problem and requests assistance

• roles of government, industry and the enterprise in providing responsible gambling services; broad

working knowledge of the requirements of relevant state and territory legislation; and regulatory,

industry and enterprise codes of conduct

• working knowledge of enterprise responsible gambling service procedures, especially self-exclusion

and exclusion procedures; and the role of individual staff members, supervisors and managers in

providing responsible gambling services

• working knowledge of the contents of problem gambling information provided by the enterprise

• available counselling services and referral procedures.



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Critical Aspects of Assessment

Check the following Critical Aspects of Evidence from the competency and determine if further evidence is required:

Evidence of the following is critical:

Evidence of the following is critical:

• working knowledge and understanding of current legislation and industry and

enterprise policies and procedures in relation to responsible service of gambling and

the ramifications for the enterprise of non-compliance

• knowledge of underpinning reasons for and harm-minimisation approach of

responsible gambling services

• ability to deal with requests for exclusion or counselling services tactfully and

according to enterprise procedures

• project or work activities that show candidate’s ability to provide responsible

gambling services in a range different gambling related situations to ensure

consistency in the application of procedures.



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Context of Assessment and Resource Implications:

Context of Assessment and Resource Implications:

Assessment must ensure:

• activities that allow the candidate to demonstrate the application of knowledge to

specific responsible gambling service situations, which might include interaction with

others to demonstrate appropriate communication skills

• access to current regulatory documents distributed by key state and territory

gambling licensing agencies, such as plain English legislative publications and codes

of conduct outlining responsible gambling requirements

• access to industry and enterprise codes of conduct, policies, procedures,

information, signage and brochures relating to responsible gambling services.

Assessment Methods:

Assessment methods must be chosen to ensure that the knowledge and skills required to provide

responsible gambling services can be practically demonstrated.

The following examples are appropriate for this unit:

• direct observation of the candidate providing information to customers

• role-play to demonstrate appropriate interpersonal skills

• case studies or problem solving to assess the application of knowledge to various

problem-gambling situations and contexts

• oral or written questions to assess knowledge of gaming legislation, codes of practice

and industry and enterprise procedures

• review of portfolios of evidence and third-party workplace reports of on-the-job

performance by the candidate.



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Other Evidence

Other types of Evidence that are suitable for Assessment are:

Third Party Reports

N/A

Linkages to other units:

This unit underpins effective performance in a range of gaming activities and so holistic

assessment with other gaming units relevant to the industry sector, workplace and job

role is strongly recommended, including:

• SITHGAM001A Attend gaming machines

• SITHGAM002A Operate a TAB outlet

• SITHGAM003A Conduct a Keno game

• SITHGAM005A Develop and manage gaming activities.

However, determining competency for this unit must focus on the understanding and

implementation of responsible provision of gambling services which meets the

requirements of state and territory legislation.

Recording the Assessment


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RECORDING ASSESSMENT OUTCOMES

Use the Assessment Summary to record the evidence gathered.

• Ensure that the evidence is valid, reliable, fair and sufficient to determine the student’s

achievement of all aspects of the competency.

Record the assessment decision – Competent, or Not Yet Competent.

• Provide overall comments about the assessment. Sign and date the Assessment Summary.

Discuss the decision and your comments with the student and seek their feedback.

• Ask them to sign the Assessment Summary to confirm that they have been provided with

feedback on the assessment decision. (FACILITATED)

• Participant fills out online feedback. (UNFACILITATED)

Where the student has been assessed as Not Yet Competent, ensure that you have sufficient

comments to show why you have made that decision, and include information for the

Student about what they must do or what further evidence is to be gathered for them to

achieve competency.

Understanding Key Competencies


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EMPLOYABILITY SKILLS

Communication Communicating with colleagues and customers to determine their specific needs;

interpreting verbal and written information on customer requirements to ensure efficient

delivery; empathising and negotiating acceptable solutions to customer problems and

complaints; interpreting and providing clear and accurate information to customers to

ensure a positive hospitality experience.

Teamwork Working as a skilled team member providing instructions, building group cohesion and

applying discretion and judgement as needed; understanding own role in delivering the

hospitality experience and servicing the needs of customers; understanding the quality

service goals of the enterprise and working as a team member to deliver those goals.

Problem solving Anticipating problems that may arise with operational activities; mitigating problems by

making acceptable adjustments to operational activities that adhere to the

predetermined requirements and customer requests; identifying and clarifying the extent

of problems that arise during operational activities, taking responsibility for or requesting

assistance from other team members in resolving issues; using predetermined policies

and procedures to guide solutions to operational problems.

Initiative and

enterprise

Showing independence and initiative required to take a lead role in delivering the

hospitality experience; adapting to emerging operational situations and problems by

initiating and implementing creative and immediate responses to ensure efficient

operational delivery; identifying and discussing a range of hospitality product and service

concepts to improve existing product and service options for the enterprise and its

customers.

Planning and

organising

Collecting, analysing and organising customer and product information to allow for

efficient delivery of the hospitality experience; collecting, analysing and selecting

appropriate information to meet the needs of the specific customer group, pacing the

delivery of information and service to meet operational and customer requirements;

participating in continuous improvement by reporting successes or deficiencies of the

hospitality experience being delivered.

Self management Understanding and complying with the legal responsibilities that apply to own role in

hospitality sales and service; knowing own job role and responsibilities, acting through

self-direction and organising own work time and priorities when preparing for and

delivering hospitality sales and service; reviewing and reflecting on own work

performance and seeking feedback and guidance on success in effectively servicing the

needs of colleagues and customers.

Learning Knowing own knowledge and skill strengths and weaknesses; taking responsibility for

own professional development; sourcing ongoing learning opportunities and information

using a range of mediums and settings to update regularly and proactively the hospitality

knowledge required; sharing information with colleagues.

Technology Understanding the operating capability of, selecting and using the appropriate

technology to prepare for and deliver quality customer service.

Communication Communicating with colleagues and customers to determine their specific needs;

interpreting verbal and written information on customer requirements to ensure efficient

delivery; empathising and negotiating acceptable solutions to customer problems and

complaints; interpreting and providing clear and accurate information to customers to

ensure a positive hospitality experience.

Resource List and Assessment Register


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MAPPING ASSESSMENTS TO PERFORMANCE CRITERIA

Unit Name SITHGAM006A Provide Responsible Gambling Services

Element Performance Criteria Assessment Instruments

Assessments used: WRIT_ASSESS_SITHGAM006A_PRGS _WritAss_WEB_v1

Insert element name and

number

List performance criteria List assessment instruments

1 Provide

responsible

service of

gambling

1.1 Follow responsible gambling

service procedures according to

relevant state and territory

legislation and industry and

enterprise policy or codes of

conduct.

Knowledge Questions

3.7

4.1,4.2,4.3,4.4,4.5,4.6

5.1,5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5,6.6

7.1,7.2,7.3,7.4,7.5,7.6,7.7

8.1,8.2,8.3,8.4,8.5,8.6,8.7

9.1,9.2,9.3,9.4,9.5,9.6

Case Studies

SITHGAM006A Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

1.2 Communicate with appropriate

personnel on gambling-related

incidents or situations and

compliance with legislation and

industry and enterprise policy.

Knowledge Questions

2.1,2.2

4.4, 4.6

5.2, 5.4, 5.6

6.4, 6.7

Case Studies


10.1,10.2,10.3,10.4,10.5

11.1

1.3 Maintain accurate records of

gambling-related incidents and

associated staff action, according

to industry and enterprise policy

and procedures.

Knowledge Questions

8.6,8.7

Case Studies


11.1

1.4 Ensure gambling environmental

features support responsible

gambling policies.

Knowledge Questions

4.2,

5.2,5.3,5.4,5.5,5.6

6.6

7.5

8.1,8.2,8.3,8.4,8.5,8.6

9.1,9.2,9.3,9.4,9.5,9.6

2 Provide

information and

assistance to

customers about

gambling

2.1 Provide accurate and appropriate

information on problem

gambling to customers on

request.

Knowledge Questions

3.1,3.2,3.3,3.2

5.3,5.4,5.5,5.6

6.6

7.3,7.4,7.5,7.6

9.2,9.3,9.5,9.6

2.2 Follow procedures for

self-exclusion and exclusion

requests according to legislation,

Knowledge Questions

SITHGAM006A Web Assessment Question

3.3,3.4,3.5,3.6,3.7,3.8

4.5,4.6



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Unit Name SITHGAM006A Provide Responsible Gambling Services

Element Performance Criteria Assessment Instruments

industry and enterprise policy

and confidentiality and privacy

requirements.

5.1,5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5,6.6

Case Studies


10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

2.3 Display signage and information

related to responsible gambling

in appropriate places visible to

players, according to industry,

enterprise and legislative

requirements.

Knowledge Questions

5.6

6.6

9.1,9.2,9.3,9.4,9.5,9.6

2.4 Provide information on available

support services according to

confidentiality and privacy

requirements, and industry,

enterprise and legislative

requirements.

Knowledge Questions

5.4,5.5,5.6

6.5,6.6

Case Studies


10.2,10.3,10.4,10.5

11.2,11.3,11.4



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Evidence Guide

Component Assessment Instruments

Un-facilitated Pathways

Essential Knowledge to be

Assessed:

• appropriate communication and

interpersonal skills for dealing with

customers identifying problems with

gambling and requesting self-exclusion

5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

• literacy skills to read and interpret

documents, such as problem gambling

signage, general information and

brochures; industry or regulatory codes

of conduct; in-house policies and

procedures; and general plain English

regulatory and advisory information

issued by local, state and territory

gambling licensing authorities

2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8

3.1,3.2,3.3,3.4,3.5,3.6,3.7,3.8

4.1,4.2,4.3,4.4,4.5,4.6

5.1,5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5

7.1,7.2,7.3,7.4,7.5,7.6,7.7

8.1,8..2,8.3,8.4,8.5,8.6,8.7

9.1,9.2,9.3,9.4,9.5,9.6

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

• numeracy skills to explain chances of

winning and probability as they

relate to the gambling activities of

the enterprise.

5.5

8.1

Essential Skills to be

Assessed:

• profile of gambling industry, including

size and economic benefits of gambling

• reasons for and personal impacts of

gambling problems

• public interest reasons for

implementation of responsible service of

gambling practices, including:

• government and community

concerns with problem gambling

• economic costs of problem

gambling

• principles of harm minimisation, and

strategies to reduce the harm associated

with problem gambling

• indicators of problem gambling, and

understanding that indicators are not

always overt and that assumptions

cannot be made until customer indicates

a problem and requests assistance

• roles of government, industry and the

enterprise in providing responsible

gambling services; broad working

knowledge of the requirements of

relevant state and territory legislation;

2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8

3.1,3.2,3.3,3.4,3.5,3.6,3.7,3.8

4.1,4.2,4.3,4.4,4.5,4.6

5.1,5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5

7.1,7.2,7.3,7.4,7.5,7.6,7.7

8.1,8..2,8.3,8.4,8.5,8.6,8.7

9.1,9.2,9.3,9.4,9.5,9.6

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4



Page 21 of 30

Evidence Guide Component Assessment Instruments

and regulatory, industry and enterprise

codes of conduct

• working knowledge of enterprise

responsible gambling service

procedures, especially self-exclusion and

exclusion procedures; and the role of

individual staff members, supervisors

and managers in providing responsible

gambling services

• available counselling services and

referral procedures.

Critical Aspects of

Assessment • working knowledge and understanding

of current legislation and industry and

enterprise policies and procedures in

relation to responsible service of

gambling and the ramifications for the

enterprise of non-compliance

2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8

3.1,3.2,3.3,3.4,3.5,3.6,3.7,3.8

4.1,4.2,4.3,4.4,4.5,4.6

5.1,5.2,5.3,5.4,5.5,5.6

6.1,6.2,6.3,6.4,6.5

7.1,7.2,7.3,7.4,7.5,7.6,7.7

8.1,8..2,8.3,8.4,8.5,8.6,8.7

9.1,9.2,9.3,9.4,9.5,9.6

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

• knowledge of underpinning reasons for

and harm-minimisation approach of

responsible gambling services

6.1,6.2,6.3,6.4,6.5

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

• ability to deal with requests for exclusion

or counselling services tactfully and

according to enterprise procedures

6.1,6.2,6.3,6.4,6.5

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

• project or work activities that show

candidate’s ability to provide responsible

gambling services in a range of different

gambling-related situations to ensure

consistency in the application of

procedures.

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4



Page 22 of 30

RESOURCE LIST

<insert titles of resources - learning guides, Fact Sheets, internet addresses>

Resource Title Resource Type Location Participant

Received

Learning Guide and Handbooks

<title> <type> <file location> <yes/no>

FACILITATED

Stage Content Development Tool

WEB BASED N:\RTO\Training

Programs\SIT07 Hospitality

Training

Package\SITHGAM006A

Provide responsible service of

gambling\New Content

UNFACILITATED

Stage Content Development Tool

WEB BASED N:\RTO\Training


Training

Package\SITHGAM006A



FS_PRGS_032008_v1.docx Course Overview N:\RTO\Training


Training

Package\SITHGAM006A



Internet Addresses

See document:

SITHGAM006A_PRGS - Web Links.docx

Approved Web links N:\RTO\Training


Training

Package\SITHGAM006A



Bibliography

(n.d.). Retrieved from Gambling Help - Toowoomba & Southwest.

(2008, Feb). Retrieved 2008, from Better Health Victoria.

(2007). A Database on Australia's Gambling Industry 2006/7.

Adolescent Gambling in South Australia. (2007). http://www.austgamingcouncil.org.au/images/research/3393.pdf.

(1999). Australia’s Gambling Industries, Report No. 10. Productivity Commission.

(2005). Australian Gambling Statistics. Office of Economic Research (2006).

Australian Gaming Machine Manufacturers Association. (2000). Australian Gaming Machine Manufacturers Association , 13-14.

(2007). Australia's Gambling Industry: A Curriculum Resource. Australian Gaming Council.

Daily Telegraph. (2008, Feb). Retrieved Feb 2008, from Daily Telegraph.

Gambling in Australia. (1990). AUSTRALIAN INSTITUTE OF CRIMINOLOGY ‘trends & issues’ in crime and criminal justice No 24. .

(2007). Gambling Services Survey.



Page 23 of 30

Queensland Responsible Gambling Advertising & Promotions Guideline. (2005).

Queensland Responsible Gambling Code of Practice. (2002).

Queensland Responsible Gambling Resource Manual. (2005).

(2006). Ripple Effect. Break Even.

Section 229 Queensland Gaming Machine Act. (1991).

The Australian. (2008). The Australian .

(2007). The Facts, Dealing with Problem Gambling. Salvation Army.



Page 24 of 30

RSG– Web Links Approval List

Chapter Slide

Number Slide Name Link Name Website Name Web Link

1 9 Help link Etrainu support www.etrainu.com

mailto:[email protected]

2 17

Types of

Gambling in

Australia

AUSTRALIAN INSTITUTE OF

CRIMINOLOGY ‘trends & issues’ in crime

and criminal justice No 24.

www.aic.gov.au

http://www.aic.gov.au/publications/tandi/ti24.pdf

3 27

Impacts of

Problem

Gambling –

Crime

http://www.ag.gov.au/www/agd/agd.nsf

/Page/Anti-

moneylaundering_AMLCTFlegislation

www.ag.gov.au

http://www.ag.gov.au/www/agd/agd.nsf/Page/Anti-

moneylaundering_AMLCTFlegislation

4 2 RESPONSIBLE

GAMBLING

Link to: National Framework on Problem

Gambling

www.facs.gov.au

http://www.facs.gov.au/internet/facsinternet.nsf/aboutfacs/programs/gambling-

gambling_framework.htm

5 2

Responsible

Gambling

Strategy

‘Queensland Responsible Gambling Code

of Practice’

www.responsiblega

mbling.com.au

http://www.responsiblegambling.qld.gov.au/industry-services/code-of-practice/cop.pdf

5 2

Responsible

Gambling

Strategy

‘Queensland Responsible Gambling

Strategy’

www.responsiblega

mbling.com.au

http://www.responsiblegambling.qld.gov.au/about-us/govt-strategy-policy/rg-strat.pdf

5 3

Queensland

Responsible

Gambling

Strategy

Responsible Gambling Advisory

Committee

www.responsiblega

mbling.com.au

http://www.responsiblegambling.qld.gov.au/about-us/advisory-committee/index.shtml

5 4

Queensland

Responsible

Gambling

Strategy

Queensland Government’s Responsible

Gaming website

www.responsiblega

mbling.com.au

www.responsiblegambling.com.au

5 5

Queensland

Responsible

Gambling

Strategy


Resource Manual’

www.responsiblega

mbling.com.au

http://www.responsiblegambling.qld.gov.au/industry-services/resource-manual/index-

resource-manual.shtml

5 12

Practice 1:

Provision of

Information Sign Info

www.etrainu.com

http://www.etrainu.com/files/sign_info_provided.pdf



Page 25 of 30

6 3

Practice 3:

Excluding

Provisions


Resource Manual’

www.responsiblega

mbling.com.au



6 7 Exclusion and

the Law

http://www.qogr.qld.gov.au/publications

/forms/exclusions/approved-

forms/index.shtml

www.qogr.gov.au

http://www.qogr.qld.gov.au/publications/forms/exclusions/approved-forms/index.shtml

6 13 Managing

Exclusions Incident Register

http://incident.htm

http://www.etrainu.com/sdflknjsdlf

6 15 Helping

Patrons


Resource Manual’

www.responsiblega

mbling.com.au



6 15 Helping

Patrons

http://www.qogr.qld.gov.au/publications

/forms/exclusions/approved-

forms/index.shtml

www.qogr.gov.au

http://www.qogr.qld.gov.au/publications/forms/exclusions/approved-forms/index.shtml

6 16 Helping

Patrons

http://www.gamblinghelpservices.com.

au/

http://www.gambli

nghelpservices.com

.au/

http://www.gamblinghelpservices.com.au/

7 5 Practice 4:

Physical

environmen

t - Minors

‘Adolescent Gambling in South

Australia (2007)’

http://www.austga

mingcouncil.org.au

http://www.austgamingcouncil.org.au/images/research/3393.pdf



Page 26 of 30

FLASH RESOURCE- Internet Links

Slide

Number Slide Name Link Name Website Name Web Link

3

LEGISLATION

and

REGULATION -

QLD

Click for QOGR homepage

http://www.qogr.ql

d.gov.au

http://www.qogr.qld.gov.au

3

LEGISLATION

and

REGULATION -

QLD

Queensland Government’s Responsible

Gaming website.

http://www.respon

siblegambling.qld.g

ov.au/

http://www.responsiblegambling.qld.gov.au/

7

TRAINING and

EMPLOYEE

LICENSING

Gaming Machine Employee Information

http://www.qogr.ql

d.gov.au

http://www.qogr.qld.gov.au/gaming-machines/app-packages-individuals/

8

LEGISLATION

and

REGULATION -

NT

Department of Gaming homepage

http://www.nt.gov.

au/justice/licenreg/

gaming/gaming.sht

ml

http://www.nt.gov.au/justice/licenreg/gaming/gaming.shtml

9 ACTS OF

PARLIAMENT Link to Northern Territory legislation

http://www.nt.gov.

au/justice/licenreg/

legislation.shtml

http://www.nt.gov.au/justice/licenreg/legislation.shtml

11

TRAINING and

EMPLOYEE

LICENSING

Link to Employee Gaming Licence Information

http://www.olgc.sa.

gov.au/default.asp?

page=gaming.Licens

es.Gaming_Licence

_Menu.htm

http://www.olgc.sa.gov.au/default.asp?page=gaming.Licenses.Gaming_Licence_Menu.ht

m

12 LEGISLATION

and

REGULATION -

WA

ORGL homepage http://www.orgl.wa

.gov.au

http://www.orgl.wa.gov.au

12 LEGISLATION

and

REGULATION -

WA

Racing and Wagering Western Australian

website http://www.rwwa.c

om.au/corporate_a

bout.html

http://www.rwwa.com.au/corporate_about.html

14 STATE

GAMBLING

STATISTICS

Western Australian Responsible Gambling

website http://www.gamble

responsibly.com.au

/

http://www.gambleresponsibly.com.au/



Page 27 of 30

15 TRAINING and

EMPLOYEE

LICENSING

Casino Employee Gaming Licence Forms http://www.orgl.wa

.gov.au

http://www.orgl.wa.gov.au/Default.aspx?cat=GamingForms

16 LEGISLATION

and

REGULATION -

SA

IGA homepage http://www.iga.sa.g

ov.au

http://www.iga.sa.gov.au

16 LEGISLATION

and

REGULATION -

SA

Office of the Liquor and Gambling

Commissioner website www.olgc.sa.gov.au

www.olgc.sa.gov.au

18 STATE

GAMBLING

STATISTICS

Link to the South Australian Problem

Gambling website: http://www.proble

mgambling.sa.gov.a

u/

http://www.problemgambling.sa.gov.au/

19 TRAINING and

EMPLOYEE

LICENSING

Link to Employee Gaming Licence Information http://www.olgc.sa.

gov.au

http://www.olgc.sa.gov.au/default.asp?page=gaming.Licenses.Gaming_Licence_Menu.ht

m

20 LEGISLATION

and

REGULATION -

NSW

Click for OLGR homepage http://www.olgr.ns

w.gov.au

http://www.olgr.nsw.gov.au

20 LEGISLATION

and

REGULATION -

NSW

The New South Wales Casino Control

Authority website http://www.casinoc

ontrol.nsw.gov.au

http://www.casinocontrol.nsw.gov.au

23 TRAINING and

EMPLOYEE

LICENSING

New South Wales - Gaming Courses http://www.olgr.ns

w.gov.au/gaming_r

cg_courses.asp

http://www.olgr.nsw.gov.au/gaming_rcg_courses.asp

23 TRAINING and

EMPLOYEE

LICENSING

Link to Employee Gaming Licence Information http://www.olgr.ns

w.gov.au/gaming_f

orms.asp

http://www.olgr.nsw.gov.au/gaming_forms.asp

24 LEGISLATION

and

REGULATION -

VIC

VCGR homepage http://www.vcgr.vic

.gov.au

http://www.vcgr.vic.gov.au

26 STATE

GAMBLING

STATISTICS

Victorian Responsible Gambling website http://www.proble

mgambling.vic.gov.

au/

http://www.problemgambling.vic.gov.au/

27 TRAINING and

EMPLOYEE

LICENSING

Gaming Employee Licence information http://www.vcgr.vic

.gov.au

http://www.vcgr.vic.gov.au/CA256F800017E8D4/LP/5E45CE24E0EC3DB3CA257035000CD

332?OpenDocument



Page 28 of 30

28 LEGISLATION

and

REGULATION -

TAS

Department of Treasury homepage http://www.treasur

y.tas.gov.au

http://www.treasury.tas.gov.au

28 LEGISLATION

and

REGULATION -

TAS

Gambling Support Bureau website http://www.dhhs.ta

s.gov.au/agency/pr

o/gambling/index.p

hp

http://www.dhhs.tas.gov.au/agency/pro/gambling/index.php

31 TRAINING and

EMPLOYEE

LICENSING

Gaming Employee licence information http://www.treasur

y.tas.gov.au

http://www.treasury.tas.gov.au/domino/dtf/dtf.nsf/6044ee0c1cf958a2ca256f2500108bb

a/375d69323799c577ca25735b00067074?OpenDocument

32 LEGISLATION

and

REGULATION -

ACT

ACT Gambling and Racing homepage http://www.gambli

ngandracing.act.gov

.au

http://www.gamblingandracing.act.gov.au

35 TRAINING and

EMPLOYEE

LICENSING

Gaming Employee licence information http://www.gambli

ngandracing.act.gov

.au/Gambling/Casin

o.htm

http://www.gamblingandracing.act.gov.au/Gambling/Casino.htm



Page 29 of 30

ASSESSMENT REGISTER

Assessment Title Assessment Type Location Participant

Received

PRE-ASSESSMENT

<title> <type> <file location> <yes/no>

Underpinning Knowledge

Developed through non-assessable interactive

flash activities in: Stage content development

documents.

N:\RTO\Training


Training

Package\SITHGAM006A Provide

responsible service of


Written Assessment

2.1,2.2,2.3,2.4,2.5,2.6,2.7,2.8,

3.1,3.2,3.3,3.4,3.5,3.6,3.7,3.8,

4.1,4.2,4.3,4.4,4.5,4.6,

5.1,5.2,5.3,5.4,5.5,5.6,

6.1,6.2,6.3,6.4,6.5,

7.1,7.2,7.3,7.4,7.5,7.6,7.7

8.1,8..2,8.3,8.4,8.5,8.6,8.7,

9.1,9.2,9.3,9.4,89.5,9.6,

Case Studies

10.1,10.2,10.3,10.4,10.5

11.1,11.2,11.3,11.4

Chapter Assessments N:\RTO\Training


Training

Package\SITHGAM006A Provide

responsible service of


Practical Assessment

Observation Checklist

3rd Party Report Checklist



Page 30 of 30

Suggested Equipment and Resource List for

SITHGAM006A Provide Responsible Services of Gaming

Games and gaming machines may include:

� poker machines

� approved amusement devices

� slot machines

� auxiliary gaming machine equipment such as

coin dispensing equipment

� stand alone games

� linked machines

� totaliser agency board (tab) equipment

� keno

� bingo

� calcuttas and sweepstakes

� lotteries

� miscellaneous games of chance

Signage and Information may include:

� Help Signage

� Gaming Help Booklets/Pamphlets

� Odds Information

� Responsible Gaming Information

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