SITHGAM006A PROVIDE RESPONSIBLE GAMBLING SERVICES
ASSESSOR GUIDE
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 2 of 30
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
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.
Process must be followed with all students, unless discussed with the
by all parties involved.
SITHGAM006A_PRGS_Assessor Guide
Page 3 of 30
Observations
Practical Assessments
During Delivery
LL&N Level Determined
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.
Process must be followed with all students, unless discussed with the ‘etrainu’ and ‘Challenge
Unit Criteria
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 4 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 5 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 6 of 30
The Assessment Process
Planning the Assessment
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
Planning the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 7 of 30
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).
Planning the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 8 of 30
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.
Planning the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 9 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 10 of 30
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
ASS_SITHGAM006A_PRGS_WEB_v1
Questionnaire
UNFACILITATED
N/A
FACILITATED
N/A
Conducting the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 11 of 30
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
Conducting the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 12 of 30
ASSESSING COMPETENCE
Participant needs to demonstrate completion of the following to achieve competence.
Completion of the following is compulsory:
ASS_SITHGAM006A_PRGS_WEB_v5
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.
Conducting the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 13 of 30
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.
Conducting the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 14 of 30
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.
Conducting the Assessment
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 15 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 16 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 17 of 30
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
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 18 of 30
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
SITHGAM006A 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
SITHGAM006A 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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 19 of 30
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
SITHGAM006A 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
SITHGAM006A Case Studies
10.2,10.3,10.4,10.5
11.2,11.3,11.4
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 20 of 30
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Programs\SIT07 Hospitality
Training
Package\SITHGAM006A
Provide responsible service of
gambling\New Content
FS_PRGS_032008_v1.docx Course Overview N:\RTO\Training
Programs\SIT07 Hospitality
Training
Package\SITHGAM006A
Provide responsible service of
gambling\New Content
Internet Addresses
See document:
SITHGAM006A_PRGS - Web Links.docx
Approved Web links N:\RTO\Training
Programs\SIT07 Hospitality
Training
Package\SITHGAM006A
Provide responsible service of
gambling\New Content
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.
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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.
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
‘Queensland Responsible Gambling
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
Page 25 of 30
6 3
Practice 3:
Excluding
Provisions
‘Queensland Responsible Gambling
Resource Manual’
www.responsiblega
mbling.com.au
http://www.responsiblegambling.qld.gov.au/industry-services/resource-manual/index-
resource-manual.shtml
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
‘Queensland Responsible Gambling
Resource Manual’
www.responsiblega
mbling.com.au
http://www.responsiblegambling.qld.gov.au/industry-services/resource-manual/index-
resource-manual.shtml
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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/
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Programs\SIT07 Hospitality
Training
Package\SITHGAM006A Provide
responsible service of
gambling\New Content
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
Programs\SIT07 Hospitality
Training
Package\SITHGAM006A Provide
responsible service of
gambling\New Content
Practical Assessment
Observation Checklist
3rd Party Report Checklist
Resource List and Assessment Register
© 2009 <Version 1.1> May2009 SITHGAM006A_PRGS_Assessor Guide
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
Top Related