Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Responsible gambling service procedures may relate to:
posting of signage in appropriate locations
provision of appropriate environmental features
provision of gambling-related information, brochures and signage
responsible practices, such as offering a cooling off period or payment of large sums by cheque
selfexclusion and exclusion procedures.
State and territory legislation and industry and organisational policy refer to:
house policies
industry codes of practice
relevant state and territory gaming legislation and regulations
relevant state and territory licensing authority regulations and policies.
Gamblingrelated incidents include:
attempts to breach exclusion
disputes or complaints
impact of alcohol
involvement of families and friends
refusal of credit
requests for exclusion or assistance
under-age gambling.
Gambling may include:
gaming:
bingo
electronic gaming machines
Keno and lottery games
linked progressive jackpot systems
lucky envelopes
miscellaneous games of chance
Multi-Terminal Gaming Machines (MTGMs)
poker machines
table games
wagering on racing and sport events, including:
calcuttas and sweepstakes
TAB activities.
Gambling environmental features include:
provision and placement of signage
lighting and availability of natural light
provision and placement of 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 relate to:
counselling services
responsible gambling pamphlets
selfexclusion programs.
Problem gambling may involve:
bills that cannot be paid by the player due to excessive gambling
borrowing money to gamble
changes in sleeping or eating habits due to gambling
committing illegal acts or considering these to finance gambling
considering selfharm as a result of gambling
feelings of remorse after gambling
gambling more money than the player can afford
gambling that makes the home life of the player unhappy
gambling to escape worry or personal problems
trying to win back gambling losses.
Procedures for selfexclusion and exclusion may involve:
referrals to:
colleague, supervisor or manager according to scope of responsibility
counsellors or support services
initiating exclusion processes when requested by customer.
Selfexclusion and exclusion may relate to:
customer identifying a problem with gambling and requesting to be barred from gaming or to have access limited (selfexclusion)
thirdparty exclusion
venue exclusion.
Signage and information to be displayed may cover:
available counselling services
chances of winning and probability
house policy
industry code of conduct for responsible gambling services
problem gambling
responsible gambling initiatives
selfexclusion and exclusion
venue code of conduct.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
demonstrate knowledge and understanding of current legislation and industry and organisational policies and procedures in relation to responsible service of gambling and the ramifications for the organisation of noncompliance
demonstrate knowledge of underpinning reasons for and harmminimisation approach of responsible gambling services
deal with requests for exclusion or counselling services tactfully and according to organisational procedures
respond appropriately to a range of different gamblingrelated situations.
Context of and specific resources for assessment
Assessment must ensure use of:
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
industry and organisational codes of conduct, policies, procedures, information, signage and brochures relating to responsible gambling services.
Method 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 individual providing information to customers
use of roleplays to demonstrate appropriate interpersonal skills
use of case studies or problemsolving to assess the application of knowledge to various problemgambling situations and contexts
oral or written questioning to assess knowledge of gaming legislation, codes of practice and industry and organisational procedures
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHGAM202 Attend gaming machines
SITHGAM203 Operate a TAB outlet
SITHGAM204 Conduct Keno games.
Determining competency for this unit must focus on the understanding and implementation of responsible provision of gambling services to meet the requirements of state and territory legislation.