REGISTERED TRAINING ORGANISATION # 91376 STUDENT INFORMATION PACK SITHGAM201 Provide Responsible Gambling Services Infront Staffing and Training Pty Ltd Level 2 / 283-285 Clarence Street – Sydney NSW 2000 PO Box A873 Sydney South NSW 1235 Phone: 61 0 2 8252 7565| Fax: 02 8252 7566 | Email: [email protected] Web: http://www.infrontstaffing.com SITHGAM201 Provide Responsible Gambling Services Student Information pack Welcome Welcome to Infront Staffing and Training Pty Ltd. Infront Staffing and Training Pty Ltd would like to introduce you to this Student Information Pack, which describes our assessment, training and support services available to you while attending our program. Why is it important for you to read this Student Information Pack? Prior to booking into this program we advise that you spend a few minutes reading through this pack and information presented in it as it lists responsibilities of Infront Staffing and Training staff and clarifies your rights and obligations specific to this program. • The Unit of competency and program overview are situated at the back of this document. • Please ensure to check as eligibility criteria is relevant to your individual circumstances. About Infront Staffing and Training Pty Ltd Infront Staffing and Training Pty Ltd is committed to providing quality training and assessment services. We are well equipped to train and assess this program. Our trainers and assessors are highly qualified and have extensive experience. Infront Staffing and Training facilities meet all industry and regulatory requirements necessary to conduct training and assessment to satisfy this program. We are here to support you through this course to ensure that you have an enjoyable learning experience. If you choose to become a candidate in this program you will be achieving a nationally accredited qualification. The following points list the type of services and processes that Infront Staffing and Training Pty Ltd has in place to ensure that you are able to access appropriate support to meet your learning or other relevant needs while studying with us. Our Legislative Requirements Infront Staffing and Training Pty Ltd is a NVR Registered Training Organisation (Provider # 91376). Our operations and services must comply with Standards for National VET Regulated Registered Training Organisations 2011. The National Vocational Education and Training Regulator “Australian Skills Quality Authority” (ASQA) conducts periodic audits of our operations, services and records management for accuracy and quality. In addition we are also subjected to a variety of other legislations related to our training and assessment as well as other general business practices. Legislations and regulations are continually being updated and our staff are made aware of any changes to ensure that your program materials and learning practices are always up to date with the latest industry requirements. Your safety is our priority Infront Staffing and Training’s responsibility is to ensure that all staff, candidates and others in our workplace practice ‘duty of care’ which means that whilst you are on our premises Infront Staffing and Training aims to always provide: • • A safe workplace Training and assessment procedures and equipment that are safe to use Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 2 of 19 SITHGAM201 Provide Responsible Gambling Services • • • • • • Staff safety training so they conduct all training and assessment safely Appropriate safe working procedures Appropriate reporting process and documentation Appropriate briefing, induction information and evacuation processes to our staff, clients, candidates, contractors and visitors Properly maintained facilities and equipment A clean and suitably designed work place Working with Children We do accept people under the age of 18 in some of our training programs and comply with all Federal and State working with Children legislation such as the NSW Commission for Children and Young People Act 1998. Access and Equity We are committed to ensuring that we offer training opportunities to all people. All candidates have equal access to our training programs irrespective of their gender, culture, linguistic background, race, socioeconomic background; disability, age, marital status, pregnancy, sexual orientation or carer’s responsibilities. Our clients may be people with disabilities, and people from non-English speaking backgrounds, temporary residence of Australia, Indigenous Australians and remote learners. All candidates who meet our entry requirements will be accepted into any of our training programs. Any issues or questions regarding access and equity can be directed to Infront Staffing and Training personnel. Harassment and Discrimination We are required under Australian law to ensure that we provide a workplace that is free from all forms of harassment and discrimination (including victimisation and bullying) so that our staff and candidates feel valued, respected and are treated fairly. We will ensure that all of our staff understand their roles and responsibilities in creating such a workplace, by a process of training, communication, mentoring and by example. Infront Staffing and Training does not tolerate any form of harassment or discriminatory behaviour and our staff will address and act accordingly when staff or candidates report any concerns related to this. Complaints and Appeals Infront Staffing and Training will deal with your complaints and appeal in an effective and timely manner, typically resolving all complaints immediately or as soon as possible. Complaints • Each complaint and its outcomes will be recorded in writing. Appeals • Candidate will be advised to provide their case in writing. • The appeal will be reviewed by an independent 3 party. • Each appellant will be advised formally in writing to explain the outcome of the appeal and reasons for the decisions made. rd Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 3 of 19 SITHGAM201 Provide Responsible Gambling Services If an appeal for re-assessment is proven, we will make all necessary arrangements to conduct the reassessment of the candidate at a time that is mutually convenient for all parties concerned. The Director is responsible for managing the resolution of the appeal. Complaints and appeals are reviewed at our management meetings and, if appropriate, result in continuous improvements activity. • If the Candidate is still not satisfied with the resolution of the complaint or the appeal, they can phone ASQA on: 1300 701 801 and make a complaint. Your privacy Infront Staffing and Training takes the privacy of our candidates very seriously and we will comply with all legislative requirements. These include the Privacy Act and National Privacy Principles (2001). In some cases we will be required by law and our national regulator to make candidate information available to them. In all other cases we ensure that we will seek permission of the candidate to discuss any progress and results with their employers or other parties. The Student Handbook is also available on our website and in all our classrooms, which will provide you with more in-depth descriptions and details about our privacy processes and principles. Enrolment Enrolment will consist of you contacting Infront Staffing and Training or enrolling on line. Please refer to the course information on our website, download the Student Handbook, and refer to course cost information so that you are fully informed of you commitments and course requirements prior to booking. Fees and Refunds Course costs are as advertised on our website and other course information flyers and guides. Fees Payment can be made via several avenues; website, personal visit, phone, invoicing (for corporate clients with an established ongoing account) or direct bank deposit. Please note that space for a course is not guaranteed until full payment has been received, unless organised and agreed to via the invoicing arrangement. Please note: our individual course fees do not exceed $1000pp (for any courses that may exceed that amount you will be asked to make a deposit upon booking and complete the full payment for the course prior to gaining the qualification. You will be able to discuss payment plans with our staff prior to making any payments). Refunds A full refund of fees will be paid minus an administration fee of $30.00 to those candidates withdrawing from their booked course giving two (2) or more business days notice from the course date booked. Candidates wishing to withdraw from their booked course inside two (2) business days from the course date booked will forfeit all monies paid to Infront Staffing. Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 4 of 19 SITHGAM201 Provide Responsible Gambling Services Candidates wishing to re-schedule their booked course giving two (2) or more business days notice from the course date booked will be offered one (1) free transfer to the next available course. Additional transfers will incur a $30 administration fee. Candidates wishing to re-schedule their booked course inside two (2) business days from the course date booked will be required to pay an additional 50% of the original course price to attend another course date (original course fees will also be retained). For training bookings to be carried out offsite at alternative premises to Infront Staffing training facilities, cancellations will incur a 50% cancellation fee if cancelled within seven (7) days of the course date. Full fees will apply to cancellations within 24 hours of the course date In some special circumstances, refunds may also be granted at the discretion of the Director. Record Keeping We are committed to maintaining and safeguarding the accuracy, integrity and currency of our records without jeopardising the confidentiality and privacy of your records. Your records will be stored in a locked secure area. Electronic records are stored in our computer system and are protected by password access. We further protect your records by maintaining up to date virus, firewall and spyware protection software. A regular back up of our computer systems to a secure web based server is conducted and kept offsite. Your competency results and records will be retained and archives with Infront Staffing and Training for 30 years. All other records including, taxation records, business and commercial records will be retained for a period of at least seven years. Access to your own training records Infront Staffing and Training will limit access to your training records to: • If you wish to access and view your training records then please advise one of our staff, we will then organise a safe environment for you to view your own records privately • Trainers and assessors to access and update your records • Management and administration staff as required to maintain your records • Officers who perform activities required under the Standards for National VET Regulated Registered Training Organisations 2011 or those required by law such as; people who are permitted by law to access these records e.g. search warrants. The day of training Once you arrive at Infront Staffing and Training you will be briefed about our premises by our trainers and assessors and / or our staff which will involve: • Introduction to the training rooms • Confirmation of the course to be delivered • Briefing of the evacuation process • Briefing about your responsibilities • Briefing about Infront Staffing and Training’s responsibilities • The training and assessment procedures, including method, format and purpose of assessment Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 5 of 19 SITHGAM201 Provide Responsible Gambling Services • Qualifications to be issued • Time limits and record keeping • Attendance checks and signatures • ID checks (to meet eligibility criteria of this program) • Assessment information • Course resources being used and structure Support, Welfare and Guidance In the event that you are experiencing any personal or learning difficulties we would recommend that you see your trainer or another staff member and we will aim to assist you to the full extent of our capacity. If your needs exceed Infront Staffing and Training’s support capacity we will refer you onto an appropriate external agency. Flexible Delivery and Assessment We recognise that all individuals learn differently and Infront Staffing and Training will make any necessary and reasonable adjustment to meet various learning requirements. If you need help? Please speak with your trainers and assessors in private. We encourage you to discuss any learning difficulties when you arrive to provide you with the best opportunity to complete this course successfully. If required, for example, we may alter a written assessment task to answering questions verbally if appropriate, should you have a reading or writing difficulty. However we will not change the outcome and criteria of the assessment as the assessment must comply with a national unit of competency. Where we cannot assist you we will refer you, where possible, to a contact or an agency to assist you with your learning. Language, Literacy and Numeracy (LLN) Assistance Our course standard material contains written documentation and limited numerical calculations. We recognise that not everyone is able to read, write and perform calculations to the same standards. We will endeavour to help you where we can to accommodate anyone with difficulties with Language, Literacy or Numeracy issues. If your needs exceed our skill we will refer you to an external support provider such as the local TAFE campus. Recognition of Prior Learning (RPL)? Infront Staffing and Training recognises that you may have acquired vocational skills from a variety of different sources. Infront Staffing will endeavour to assist with this process and has developed an RPL kit ready for you to use. The industry requirements state that it is important to note that the qualification and the construction industry strongly affirms; that recognition of skills must be undertaken in a real or very closely simulated workplace environment and this unit of competency must be assessed in a workplace or closely simulated context. Evidence collection and assessment must be conducted over a period of time. Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 6 of 19 SITHGAM201 Provide Responsible Gambling Services If you wish to have your skills and knowledge recognised Infront Staffing and Training will conduct an initial interview with you, check on your experience and needs to have your skills recognised, explain the process of recognition assessment to you. If your current skills and knowledge will enable to assess you via recognition assessment then you will be provided with an RPL Guide and guidance on how to collect your evidence. Credit Transfer Policy Credit Transfer – means that Infront Staffing and Training recognises credits that you have achieved towards a qualification, which has been granted to you already by another registered training organisation in Australia. Contact us for information so we can discuss credit transfer with you prior to your program attendance. Please note: If you wish to receive more in-depth information about services and support please contact the Infront Staffing and Training our staff can email or send you the Student Handbook. This handbook covers responsibilities and provides more details on some topics covered in this information pack. Short program overview Candidates who successfully complete this program will be issued with a Statement of Attainment for this unit. (Refer to the back of this document for unit/s of competency) & a NSW OLGR RCG Interim Certificate allowing work immediately while applying for the photo card through Australia Post. • The Responsible Gambling Services Program is designed for candidates who wish to or are required to develop the skills and knowledge needed to work in the NSW Gaming Industry. Approved by the NSW Office of Liquor Gaming & Racing, this course is mandatory for all people working in the NSW Gaming Industry. • Activities in the program are suitable to the organisation, individual candidates and their job and references are made to work-based tools, resources and documentations making the transition from training and assessment into the workplace easier. • If you complete this course successfully you will gain the knowledge and understanding of the relevant state legislation and industry codes and the ramifications of non-compliance for the enterprise and individual staff members. • You will understand reasons for and benefits of Responsible Conduct of Gambling. • You will be able to apply knowledge of Responsible Conduct of Gambling and harm minimisation to gambling situations, according to the level of responsibility of your job role or the role you are seeking. WHS requirements: Please Note: to maintain a safe learning environment, Infront Staffing and Training will stop all activities including assessment if hazards may effect the training environment and danger can occur to any persons on any of our training sites, including sites of other organisations. To gain competency in this unit will also be required to demonstrate the following skills: All candidates will be required to demonstrate appropriate skills, for which you will be required to demonstrate how you: Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 7 of 19 SITHGAM201 Provide Responsible Gambling Services • Communicate with others and teams • Are able to adjust to different circumstances • Have the appropriate attitude during the learning • Understand your workplace so you can adapt all what you have learnt into your work tasks. The program is organised around a combination of approaches including: • • Classroom Theory Learning and Assessment Practical or Simulated Demonstration and Activities Assessment Process: Before your assessment you will be explained in detail how you are going to be assessed and the process of assessment – for example the assessor will explain the assessment methods, alternative assessment methods if required and the number of assessment tasks. Your assessments will be marked as either “Competent = C”, meaning you have achieved the desired outcomes, or “Not Yet Competent = NYC”, meaning you still need to do some more work to develop your skills to the level that is required. If you receive a “NYC” result, your trainer and assessor will explain the reasons for this, and will help you to get back on the right track. Infront Staffing and Training assessment processes for this program includes continuing assessment over the time of the program, which means that you will be assessed in various ways. • During classroom training you will be assessed via a formative assessment process and this means that your trainer will stop occasionally or conduct activities to check your understanding of the topic prior to moving onto a new topic via: o Verbal Questioning throughout duration of training to confirm the required performance is met o Questions and Group Tasks and Discussion o Observation/Demonstrations • After your training your assessor will conduct a summative assessment process. This is the final assessment of the course to confirm your overall understanding of course criteria. A summative assessment will consist of skills (practical) assessment and knowledge (theory) assessment. • You will be required to demonstrate competency by: o performing all required tasks, o managing and plan for alternative activities to complete each task when required o comply with work environments while performing the tasks. • Assessments where possible will be conducted to maximise practical application and to fit with candidates needs. You will receive a national qualification At the end of the program you will receive a nationally recognised Statement of Attainment for the following units • SITHGAM201 Provide Responsible Gambling Service • A NSW OLGR Certificate for Responsible Conduct of Gambling, allowing you to work immediately. The unit of competency has been attached. Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 8 of 19 SITHGAM201 Provide Responsible Gambling Services SITHGAM201 Provide responsible gambling services Modification History Not applicable. Unit Descriptor Unit descriptor Authorised by – Director Issue Date – April 2014 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 (RCG). 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. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 9 of 19 SITHGAM201 Provide Responsible Gambling Services Application of the Unit 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. 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 licencee, 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. Licensing/Regulatory Information Not applicable. Pre-Requisites Prerequisite units Authorised by – Director Issue Date – April 2014 Nil Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 10 of 19 SITHGAM201 Provide Responsible Gambling Services Employability Skills Information 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. Elements and Performance Criteria Pre-Content Performance criteria describe the required performance needed Elements describe the to demonstrate achievement of the element. Where bold essential outcomes of a unit italicised text is used, further information is detailed in the of competency. required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. Elements and Performance Criteria ELEMENT 1 Provide responsible service of gambling. Authorised by – Director Issue Date – April 2014 PERFORMANCE CRITERIA 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 gamblingrelated 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. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 11 of 19 SITHGAM201 Provide Responsible Gambling Services ELEMENT 2 Provide information and assistance to customers about problem gambling. Authorised by – Director Issue Date – April 2014 PERFORMANCE CRITERIA 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. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 12 of 19 SITHGAM201 Provide Responsible Gambling Services Required Skills and Knowledge REQUIRED SKILLS AND KNOWLEDGE 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: • • • 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. Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 13 of 19 SITHGAM201 Provide Responsible Gambling Services Evidence Guide EVIDENCE GUIDE 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 in this unit Evidence of the following is essential: • • • • Context of and specific resources for assessment Assessment must ensure: • • • Authorised by – Director Issue Date – April 2014 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 harmminimisation 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. 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. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 14 of 19 SITHGAM201 Provide Responsible Gambling Services EVIDENCE GUIDE Methods of assessment A range of assessment methods should be used to assess the practical skills and knowledge required to provide responsible gambling services. 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. 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. Authorised by – Director Issue Date – April 2014 Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 15 of 19 SITHGAM201 Provide Responsible Gambling Services EVIDENCE GUIDE 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. Range Statement RANGE STATEMENT 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: • • • • • State and territory legislation and industry and enterprise policy refer to: • • • • Authorised by – Director Issue Date – April 2014 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. relevant state and territory gaming legislation and regulations relevant state and territory licensing authority regulations and policies industry codes of practice house policies. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 16 of 19 SITHGAM201 Provide Responsible Gambling Services RANGE STATEMENT 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. • wagering on racing and sport events, including: • • • • • • Gambling may include: • • • gaming, including: • • • • • • • • • Gambling environmental features include: • • • • • • • • Information on problem gambling may include: • • • Authorised by – Director Issue Date – April 2014 TAB activities calcuttas and sweepstakes 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). 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. availability of counselling services availability of self-exclusion programs availability of responsible gambling pamphlets. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 17 of 19 SITHGAM201 Provide Responsible Gambling Services RANGE STATEMENT Problem gambling may involve: • • • • • • • • • • Procedures for self-exclusion and exclusion may involve: • • • Self-exclusion and exclusion may relate to: • • • Signage and information to be displayed may cover: • • • • • • • • Authorised by – Director Issue Date – April 2014 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. 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. 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. 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. Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 18 of 19 SITHGAM201 Provide Responsible Gambling Services Unit Sector(s) Sector Hospitality Competency field Competency field Authorised by – Director Issue Date – April 2014 Gaming Doc Name – 04 RCG StInfoPack SIT07 vApr14 Page 19 of 19
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