ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Implement responsible gambling practices.

1.1. Follow responsible gambling service procedures according to relevant state and territory legislation and industry and organisational policy and codes of conduct.

1.2. Communicate with appropriate personnel on gambling related incidents, situations and their compliance with legislation and industry and organisational policy.

1.3. Maintain accurate records of gambling related incidents and associated staff action according to industry and organisational policies and procedures.

1.4. Ensure gambling environmental features support responsible gambling policies within scope of own responsibility.

2. Provide information and assistance to customers about gambling harm and harm minimisation.

2.1. Provide accurate and appropriate information on impacts of harm from gambling and gambling harm minimisation and reduction.

2.2. Follow procedures for self exclusion and exclusion according to legislation, industry and organisational policy, and confidentiality and privacy requirements.

2.3. Display signage and information related to responsible gambling in appropriate places visible to players, according to legislative, industry and organisational requirements.

2.4. On request, provide information on available support services according to confidentiality and privacy requirements, and legislative, industry and organisational requirements.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS 

DESCRIPTION 

Reading skills to:

• read and interpret at times complex information relating to:

• industry or regulatory codes of conduct relating to responsible gambling
• in-house policies and procedures relating to responsible gambling
• plain English regulatory and advisory information issued by local, state and territory gambling licensing authorities.

Oral communication skills to:

• deal courteously and discreetly with customers at risk of harm from gambling or requesting self-exclusion, using non-confrontational language.

Problem-solving skills to:

• apply appropriate solutions within scope of responsibility, or seek assistance from appropriate colleagues.

Technology skills to:

• use a computer and appropriate software to record gambling-related incidents and staff actions.