Level 2 NVQs in Gambling Operations (4874)

Transcription

1 Level 2 NVQs in Gambling Operations (4874) Standards and assessment requirements 500/3839/4 Bingo Betting Casino Gaming Machines May 2008 Version 1.0

2 About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, City & Guilds Institute, ILM (the Institute of Leadership & Management) which provides management qualifications, learning materials and membership services, NPTC which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding Body). City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute 2008 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and candidates studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching candidates working towards a City & Guilds qualification, or for internal administration purposes candidates may copy the material only for their own use when working towards a City & Guilds qualification The Standard Copying Conditions on the City & Guilds website also apply. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0) or faxing +44 (0) Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0) F +44 (0) centresupport@cityandguilds.com

3 Level 2 NVQs in Gambling Operations (4874) Standards and assessment requirements May 2008 Version 1.0 Level 2 NVQs in Gambling Operations (4874) 1

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5 Contents 1 Introduction 6 2 About the qualifications Sector Skills Councils and the National Occupational Standards Publications and sources of information 9 3 Candidate entry requirements and progression 10 4 Centre resource requirements Centre, qualification and fast track approval Registration and certification 12 5 Assessment method requirements 13 6 Roles and occupational expertise requirements 14 7 Recording assessment and evidence Data protection and confidentiality Recording forms to use 17 8 The qualification structures 18 9 Relationships to other qualifications Key skills The wider curriculum The units 29 Unit 201 Unit 202 Unit 203 Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) 30 Ensure your own actions reduce risks to health and safety (GS2025) (ENTO Unit A) 35 Support the protection of children and vulnerable people from gambling related harm (GS2001) 43 Unit 204 Monitor security in a licensed gambling venue (GS2002) 46 Unit 205 Control, process and account for betting transactions (GS2005) 49 Unit 206 Settle bets (GS2006) 53 Unit 207 Facilitate play of gaming machines (GS2012) 56 Unit 208 Collect and record gaming machine takings (GS2013) 59 Unit 209 Reconcile gaming machine takings and recorded information (GS2014) 62 Unit 210 Unit 211 Unit 212 Work as a member of a team to deliver seamless customer service (GS2026) (ICS Unit 47) 65 Recognise and deal with customer queries, requests and problems (GS2027) (ICS Unit 6) 69 Maintain food safety when storing, holding and serving food (GS2028) (2GEN4) 73 Unit 213 Work effectively in your licensed gambling venue (GS2023) 83 Unit 214 Check claims and deliver prizes for bingo customers (GS2003) 88 Unit 215 Provide change for customers in a licensed gambling venue (GS2004) 91 Unit 216 Sell bingo books and tickets (GS2007) 94 Level 2 NVQs in Gambling Operations (4874) 3

6 Unit 217 Control a payment point for ancillary bingo games (GS2008) 98 Unit 218 Call and validate ancillary bingo games (GS2009) 102 Unit 219 Reconcile takings for bingo books and tickets (GS2010) 106 Unit 220 Calculate and issue prizes for main stage bingo games (GS2011) 109 Unit 221 Provide reception services in a licensed gambling venue (GS2018) 112 Unit 222 Call and validate main stage bingo games (GS2020) 115 Unit 223 Install and set up gaming machines (GS2021) 119 Unit 224 Unit 225 Receive and store goods and materials in a licensed gambling venue (GS2015) 123 Maintain food safety when storing, preparing and cooking food (GS2029) (2GEN3) 126 Unit 226 Prepare and clear the bar area (GS2030) (2DS1) 136 Unit 227 Serve alcoholic and soft drinks (GS2031) (2DS2) 145 Unit 228 Prepare and serve dispensed and instant hot drinks (GS2032) (2DS7) 150 Unit 229 Maintain cellars and kegs (GS2033) (2DS5) 157 Unit 230 Unit 231 Ensure adequate resources to operate the game within a casino environment (GS2016) 162 Facilitate the operation of the game within a casino environment (GS2017) 165 Unit 232 Provide casino cash desk services (GS2019) 168 Unit 233 General uses of IT (GS2034) 171 Unit 234 Receive and set up gaming machines (GS2022) 174 Appendix 1 Accreditation, national frameworks and qualification level descriptors 177 Appendix 2 Obtaining centre and qualification approval 178 Appendix 3 Summary of City & Guilds assessment policies 179 Appendix 4 Funding Level 2 NVQs in Gambling Operations (4874)

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8 1 Introduction About this document This document contains the information that centres need to offer the following national vocational qualifications (NVQs): Qualification Title City & Guilds qualification number QCA accreditation number Level 2 NVQ in Gambling Operations (Bingo) Level 2 NVQ in Gambling Operations (Betting) Level 2 NVQ in Gambling Operations (Casino) Level 2 NVQ in Gambling Operations (Gaming machines) & /3839/ & /3839/ & /3839/ & /3839/4 This document contains details and guidance on: centre resource requirements candidate entry requirements information about links with, and progression to, other qualifications qualification standards and specifications assessment requirements evidence recording forms. 6 Level 2 NVQs in Gambling Operations (4874)

9 2 About the qualifications 2.1 Sector Skills Councils and the National Occupational Standards Contacting the Standards Setting Bodies These qualifications are based on the National Occupational Standards (NOS) developed by: Name of SSC People 1st Address 2nd Floor, Armstrong House, 38 Market Square, Uxbridge, UB8 1LH Telephone URL Imported units The following units have been imported from other National Occupation Standards (NOS) developed by People 1 st Unit 212 Maintain food safety when storing, holding and serving food (GS2028) Unit 225 Maintain food safety when storing, preparing and cooking food (GS2029) Unit 226 Prepare and clear the bar area (GS2030) Unit 227 Serve alcoholic and soft drinks (GS2031) Unit 228 Prepare and serve dispensed and instant hot drinks (GS2032) Unit 229 Maintain Cellars and Kegs (GS2033) The following units in these qualifications have been imported from the National Occupational Standards (NOS) developed by other Standards Setting Bodies (SSBs): Unit 201 Give customers a positive impression of yourself and your organisation (GS 2024) Unit 210 Work as a member of a team to deliver seamless customer service (GS2026) Unit 211 Recognise and deal with customer queries, requests and problems (GS2027) Name of SSC Institute of Customer Service (ICS) Address 2 Castle Court, St Peters Street, Colchester, Essex CO1 1EW Telephone Fax enquiries@icsmail.co.uk URL Unit 202 Ensure your own actions reduce risks to health and safety (GS2025) Name of SSC ENTO Address Kimberley House, 47 Vaughan Way, Leister, LE1 4SG Telephone Fax info@ento.co.uk URL Level 2 NVQs in Gambling Operations (4874) 7

10 Unit 223 Install and set up gaming machines (GS2021) Name of SSC e-skills UK Address 1 Castle Lane, London, SW1E 6DR Telephone Fax info@e-skills.com URL Accreditation details These qualifications are accredited by the Qualifications and Curriculum Authority as part of the National Qualifications Framework. For further details about accreditation, national qualification frameworks and level descriptors please refer to Appendix 1. 8 Level 2 NVQs in Gambling Operations (4874)

11 2 About the qualifications 2.2 Publications and sources of information Other essential City & Guilds documents There are other City & Guilds documents which contain general information on City & Guilds qualifications: Providing City & Guilds qualifications a guide to centre and qualification approval contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve approved centre status, or to offer a particular qualification. Ensuring quality contains updates on City & Guilds assessment and policy issues. Centre toolkit contains additional information on Providing City & Guilds qualifications, in a CD-ROM, which links to the internet for access to the latest documents, reference materials and templates. The Centre Toolkit is sent to centres when they receive approved centre status. It is also available from to order at an additional cost. Online Catalogue contains details of general regulations, registration and certification procedures and fees. This information is also available online. For the latest updates on our publications and details of how to obtain them and other City & Guilds resources, please refer to the City & Guilds website. Level 2 NVQs in Gambling Operations (4874) 9

12 3 Candidate entry requirements and progression Candidate work role requirements These NVQs are for those working in the gambling industry in the following roles: Bingo caller Croupier Betting shop cashier. Candidate entry requirements Candidates should not be entered for a qualification of the same type, content and level as that of a qualification they already hold. Age restrictions These NVQs are not approved for use by candidates under the age of 18, and City & Guilds cannot accept any registrations for candidates in this age group. Progression routes On completion of these qualifications candidates may progress to the following City & Guilds qualifications: Level 3 NVQ in Gambling Operations Level 2 NVQ in Hospitality Level 3 NVQ in Hospitality. 10 Level 2 NVQs in Gambling Operations (4874)

13 4 Centre resource requirements 4.1 Centre, qualification and fast track approval Centres not yet approved by City & Guilds To offer these qualifications, new centres will need to gain both centre and qualification approval. Please refer to the Centre guide and Providing City & Guilds Qualifications for further information. Existing City & Guilds centres To offer these qualifications, centres already approved to deliver City & Guilds qualifications will need to gain qualification approval. Please refer the Centre guide and Providing City & Guilds Qualifications for further information. Centres already offering City & Guilds qualifications in this subject area There is no fast track approval provision for this qualification. Existing centres wishing to offer this qualification must use the standard Qualification Approval Process. Level 2 NVQs in Gambling Operations (4874) 11

14 4 Centre resource requirements 4.2 Registration and certification Registration and certification period Centres should be aware of time constraints regarding the registration and certification periods for the NVQs, as specified in the City & Guilds Online Catalogue. Please check the Online Catalogue for the latest information on length of registration and the last registration and certification dates. Where the period of access to assessment offered by a centre is less than the period covered by the candidates registration with City & Guilds, centres must ensure that this is understood by the candidates. 12 Level 2 NVQs in Gambling Operations (4874)

15 5 Assessment method requirements This guidance is based on and amplifies the assessment strategy developed for the NVQs in Gambling Operations Level 2, by People 1 st. External quality control External quality control is provided by the usual City & Guilds external verification process which includes the use of the electronically scannable report form which is designed to provide an objective risk analysis of individual centre assessment and verification practice. Performance evidence requirements Usually evidence of candidate performance will be derived from assessor observation and/or testimony from an expert witness of the candidate carrying out work activities in the workplace. Detailed additional guidance is provided on a unit basis for the use of these or other acceptable performance assessment methods. Knowledge evidence requirements The knowledge evidence requirements are specified in the units. Simulation There are no units within the gambling sector S/NVQs which can be achieved solely by simulation. Simulation can be used as a supplementary form of evidence where the opportunity for assessment in the workplace is minimal, for example for health and safety, fire and emergency procedures. It should not include routine activities that must be covered by performance evidence. In the case of imported units, where simulation is acceptable in the evidence requirements, please note that simulation should be used only where performance evidence is unlikely to be generated through normal working practices. The overarching principle to be applied to units identified as suitable for simulation is that it should only be undertaken in a minority of cases where: there is a high risk to the security or safety of the candidate, individuals, key people in their lives and others the opportunity to present evidence from work-based practice happens infrequently and therefore insisting that candidates wait for such an occurrence would be unreasonable or create blockages in the assessment system and might carry the risk of de-motivating candidates there would otherwise be a breach of confidentiality or privacy. Level 2 NVQs in Gambling Operations (4874) 13

16 6 Roles and occupational expertise requirements All assessors and verifiers must follow the requirements outlined in the QCA NVQ Code of Practice. Assessors Assessors must have an in-depth working knowledge of the units of the occupational standards of the N/SVQs to be assessed hold, or be working towards, an appropriate assessor qualification (A1/A2, D32/D33). Achievement of the qualification must be within an appropriate timescale. Where an assessor has not achieved the A1/A2, D32/D33 or TQFE/TQSE units, all of their assessment decisions must be counter-signed by a colleague who has achieved these units. This colleague must be from the same sector of the gambling industry have occupational competence in the occupational area, and at the level, they are assessing. Their occupational competence will be kept up to date through on-going Continuous Personal Development. It is recommended that Assessors have a thorough knowledge of the implementation of accreditation of prior learning, achievement and or experience have received training in health, safety and hygiene regulations hold a relevant vocational qualification eg Customer Service Level 2 or Level 3 N/SVQ that was achieved in the context of the gambling industry have supervisory skills. Expert witnesses Expert witnesses may be experienced individuals such as line managers, supervisors or experienced colleagues, who can attest to the candidate s competence in the workplace, or may be other approved assessors who are recognised to assess the relevant occupational area and level. Expert witnesses must be able to demonstrate that they have a working knowledge of the relevant National Occupational Standards have current or recent experience of working at or above the level for which they are providing testimony of competence engage in Continuous Personal Development relevant to the sector for which they are providing testimony of competence have no conflict of interest in the outcome of their evidence. Expert witnesses are not required to hold an assessor qualification; a qualified assessor must assess the contribution of performance evidence, provided by an expert witness. Internal verifier Internal verifiers should have an in-depth working knowledge of the occupational standards of the N/SVQs to be verified must hold, or be working towards, the appropriate internal verification unit. Achievement of the unit must be within an appropriate timescale. Where the internal verifier has not yet achieved the V1 unit, all verification decisions must be counter-signed by a colleague who 14 Level 2 NVQs in Gambling Operations (4874)

17 has achieved one or other of these units. This colleague must be from the same sector or another sector of the gambling industry It is essential that the internal verifier is from a relevant occupational background. They must have the authority and resources to guide and plan the work of assessors, to hold meetings and provide advice, and to perform all the other internal verification duties as defined in the V1 unit. This is very much a quality monitoring role with responsibility for consistency of assessment to national standards Internal verifiers should be occupationally knowledgeable in the units they will be verifying. The requirements of the role of internal verifier would be aided by management/supervisory skills Internal verifiers should regularly update their occupational competence in the specific areas they are verifying through a range of Continuous Personal Development It is good practice for internal verifiers to hold a qualification in health, safety and hygiene regulations, or alternatively to have received training in these areas. Continuous Professional Development requirements The People 1st assessment strategy specifies the following CPD requirements: Updating occupational competence is necessary to maintain currency of skills and understanding of the sector. Continuous personal development must prove that external verifiers, internal verifiers and assessors have an up-to-date working knowledge of the occupational area they are assessing or verifying in. Demonstrating continuous personal development by maintaining a record of evidence is considered good practice and could include activities such as updating occupational competence through industrial placement (within industry but not in a realistic working environment) other forms of increasing and updating competence through internal or external work experience and shadowing (eg within other departments; observing the use of new equipment and technology) qualifications achieved or training courses attended maintaining an awareness of changes in sector related legislation other relevant CPD activities, for example keeping abreast of sector changes and developments. Level 2 NVQs in Gambling Operations (4874) 15

18 7 Recording assessment and evidence 7.1 Data protection and confidentiality Data protection and confidentiality Data protection and confidentiality must not be overlooked when assessing candidates. Centres offering these NVQs may need to provide City & Guilds with personal data for staff and candidates. Guidance on data protection and the obligations of City & Guilds and centres are explained in Providing City & Guilds qualifications. Protecting identity It is extremely important to protect the identity of individuals (adults or children) encountered by candidates in the work setting, eg customers. Confidential information must not be included in candidate portfolios or assessment records. Confidential information should remain in its usual location, and a reference should be made to it in the portfolio or assessment records. 16 Level 2 NVQs in Gambling Operations (4874)

19 7 Recording assessment and evidence 7.2 Recording forms to use Candidates and centres may decide to use a paper based or electronic method of recording evidence. City & Guilds endorses several eportfolio systems. Further details are available at: City & Guilds has developed a recording forms specifically for these NVQs, Recording forms for Level 2 NVQ in Gambling Operations. They are available from the City & Guilds website. Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by N/SVQ candidates and assessors at the centre. Level 2 NVQs in Gambling Operations (4874) 17

20 8 The qualification structures Qualification structure Level 2 NVQ in Gambling Operations (Bingo) Mandatory units Unit 201 Give customers a positive impression of yourself and your organisation (GS2024) Unit 202 Ensure your own actions reduce risks to health and safety (GS2025) Unit 203 Support the protection of children and vulnerable people from gambling related harm (GS2001) Optional Units Candidates must complete five of the following units, three must be taken from Group A, the other two may be chosen from Group A and Group B. Group A Unit 204 Monitor security in a licensed gambling venue (GS2002) Unit 207 Facilitate play of gaming machines (GS2012) Unit 208 Collect and record gaming machine takings (GS2013) Unit 209 Reconcile gaming machine takings and recorded information (GS2014) Unit 214 Check claims and deliver prizes for bingo customers (GS2003) Unit 215 Provide change for customers in a licensed gambling venue (GS2004) Unit 216 Sell bingo books and tickets (GS2007) Unit 217 Control a payment point for ancillary bingo games (GS2008) Unit 218 Call and validate ancillary bingo games (GS2009) Unit 219 Reconcile takings for bingo books and tickets (GS2010) Unit 220 Calculate and issue prizes for main stage bingo games (GS2011) Unit 221 Provide reception services in a licensed gambling venue (GS2018) Unit 222 Call and validate main stage bingo games (GS2020) Unit 223 Install and set up gaming machines (GS2021) Group B Unit 210 Work as a member of a team to deliver seamless customer service (GS2026) Unit 211 Recognise and deal with customer queries, requests and problems (GS2027) Unit 212 Maintain food safety when storing, holding and serving food (GS2028) Unit 213 Work effectively in your licensed gambling venue (GS2023) Unit 224 Receive and store goods and materials in a licensed gambling venue (GS2015) Unit 225 Maintain food safety when storing, preparing and cooking food (GS2029) Unit 226 Prepare and clear the bar area (GS2030) Unit 227 Serve alcoholic and soft drinks (GS2031) Unit 228 Prepare and serve dispensed and instant hot drinks (GS2032) Unit 229 Maintain cellars and kegs (GS2033) 18 Level 2 NVQs in Gambling Operations (4874)

21 Level 2 NVQ in Gambling Operations (Betting) Mandatory Units Unit 201 Give customers a positive impression of yourself and your organisation (GS2024) Unit 202 Ensure your own actions reduce risks to health and safety (GS2025) Unit 203 Support the protection of children and vulnerable people from gambling related harm (GS2001) Optional Units Candidates must complete five of the following units, three must be taken from Group A, the other two may be chosen from Group A and Group B. Group A Unit 204 Monitor security in a licensed gambling venue (GS2002) Unit 205 Control, process and account for betting transactions (GS2005) Unit 206 Settle bets (GS2006) Unit 207 Facilitate play of gaming machines (GS2012) Unit 208 Collect and record gaming machine takings (GS2013) Unit 209 Reconcile gaming machine takings and recorded information (GS2014) Group B Unit 210 Work as a member of a team to deliver seamless customer service (GS2026) Unit 211 Recognise and deal with customer queries, requests and problems (GS2027) Unit 212 Maintain food safety when storing, holding and serving food (GS2028) Unit 213 Work effectively in your licensed gambling venue (GS2023) Level 2 NVQ in Gambling Operations (Casino) Mandatory Units Unit 201 Give customers a positive impression of yourself and your organisation (GS2024) Unit 202 Ensure your own actions reduce risks to health and safety (GS2025) Unit 203 Support the protection of children and vulnerable people from gambling related harm (GS2001) Optional Units Candidates must complete five of the following units, three must be taken from Group A, the other two may be chosen from Group A and Group B. Group A Unit 207 Facilitate play of gaming machines (GS2012) Unit 208 Collect and record gaming machine takings (GS2013) Unit 209 Reconcile gaming machine takings and recorded information (GS2014) Unit 221 Provide reception services in a licensed gambling venue (GS2018) Unit 230 Ensure adequate resources to operate the game within a casino environment (GS2016) Unit 231 Facilitate the operation of the game within a casino environment (GS2017) Unit 232 Provide casino cash desk services (GS2019) Group B Unit 204 Monitor security in a licensed gambling venue (GS2002) Unit 210 Work as a member of a team to deliver seamless customer service (GS2026) Unit 211 Recognise and deal with customer queries, requests and problems (GS2027) Unit 213 Work effectively in your licensed gambling venue (GS2023) Unit 233 General uses of IT (GS2034) Level 2 NVQs in Gambling Operations (4874) 19

22 Level 2 NVQ in Gambling Operations (Gambling Machines) Mandatory Units Unit 201 Give customers a positive impression of yourself and your organisation (GS2024) Unit 202 Ensure your own actions reduce risks to health and safety (GS2025) Unit 203 Support the protection of children and vulnerable people from gambling related harm (GS2001) Optional Units Candidates must complete five of the following units, three must be taken from Group A, the other two may be chosen from Group A and Group B Group A Unit 204 Monitor security in a licensed gambling venue (GS2002) Unit 207 Facilitate play of gaming machines (GS2012) Unit 208 Collect and record gaming machine takings (GS2013) Unit 215 Provide change for customers in a licensed gambling venue (GS2004) Unit 234 Receive and set up gaming machines (GS2022) Group B Unit 210 Work as a member of a team to deliver seamless customer service (GS2026) Unit 211 Recognise and deal with customer queries, requests and problems (GS2027) Unit 212 Maintain food safety when storing, holding and serving food (GS2028) Unit 213 Work effectively in your licensed gambling venue (GS2023) Unit 224 Receive and store goods and materials in a licensed gambling venue (GS2015) Unit 228 Prepare and serve dispensed and instant hot drinks (GS2032) 20 Level 2 NVQs in Gambling Operations (4874)

23 9 Relationships to other qualifications 9.1 Key skills These qualifications include opportunities to develop and practise many of the underlying skills and techniques described in Part A of the standard for each Key Skills qualification in England, Northern Ireland and Wales. Where candidates are working towards any Key Skills alongside these qualifications they will need to be registered with City & Guilds for the Key Skills qualifications. The signposts below identify the potential for Key Skills portfolio evidence gathering that can be naturally incorporated into the completion of each unit. Any Key Skills evidence needs to be separately assessed and must meet the relevant standard defined in the QCA document Key skills qualifications standards and guidance. Key skills (England, Wales and Northern Ireland) If IT equipment is used in this unit there may be an opportunity to provide evidence Unit number 201 Communication Application of Number Information Technology Level Level Level 1 Level 2 Unit number Problem Solving Improving own learning and performance Working With Others Level 2 Level Level Level 2 Level 1 Level 2 NVQs in Gambling Operations (4874) 21

24 Unit number Communication Application of Number Information Technology 206 Level 1 Level Level Level 1 Level Level 1 Level Unit number Problem Solving Improving own learning and performance 206 Level 2 Level Level 1 Level Level 1 Level Level 1 Level Working With Others Unit number 211 Communication Application of Number Information Technology 212 Level 1 Level Level Level 1 Level Level 1 Level 1 Unit number Problem Solving Improving own learning and performance Working With Others Level 2 Level Level Level 1 Level Level 1 Level 1 22 Level 2 NVQs in Gambling Operations (4874)

25 Unit number Communication Application of Number Information Technology 216 Level 1 Level Level 1 Level Level 2 Level Level 1 Level Level 1 Level 2 Unit number Problem Solving Improving own learning and performance Working With Others 216 Level 1 Level Level 1 Level Level 1 Level Level 1 Level Level 2 Level 2 Unit number 221 Level 1 Communication Application of Number Information Technology 222 Level 2 Level Level 1 Level Level 1 Level Level 2 Level 1 Unit number Problem Solving Improving own learning and performance Working With Others 221 Level 2 Level Level 1 Level Level 2 Level Level 1 Level Level 2 Level 2 Level 2 NVQs in Gambling Operations (4874) 23

26 Unit number Communication Application of Number Information Technology 226 level 1 Level 227 Level 1 Level Level 1 Level Level 1 Level Level 1 Level 1 Unit number Problem Solving Improving own learning and performance Working With Others 226 Level 2 Level Level 2 Level Level 2 Level Level 2 Level Level 1 Level 1 Unit number Communication Application of Number Information Technology 231 Level 1 Level Level 1 Level Level 1 Level 1 Unit number Problem Solving Improving own learning and performance Working With Others 231 Level 2 Level Level 2 Level Level 1 Level 1 24 Level 2 NVQs in Gambling Operations (4874)

27 9 Relationships to other qualifications 9.2 The wider curriculum Candidates taking these N/SVQs may also have the opportunity to cover the following aspects of the wider curriculum. Identification of opportunities for evidence generation of moral, ethical, spiritual, European dimension, Environmental education and Health and Safety Unit No and Title Unit 201 Give customers a positive impression of yourself and your organisation Unit 202 Ensure your own actions reduce risks to health and safety Spiritual, moral, ethical, social and cultural issues European dimension Environmental education Health and safety Unit 203 Support the protection of children and vulnerable people from gambling related harm Unit 204 Monitor security in a licensed gambling venue Unit 205 Control, process and account for betting transactions Unit 206 Settle bets Unit 207 Facilitate play of gaming machines Level 2 NVQs in Gambling Operations (4874) 25

28 Unit No and Title Unit 208 Collect and record gaming machine takings Spiritual, moral, ethical, social and cultural issues European dimension Environmental education Health and safety Unit 209 Reconcile gaming machine takings and recorded information Unit 210 Work as a member of a team to deliver seamless customer service Unit 211 Recognise and deal with customer queries, requests and problems Unit 212 Maintain food safety when storing, holding and serving food Unit 213 Work effectively in your licensed gambling venue Unit 214 Check claims and deliver prizes for bingo customers Unit 215 Provide change for customers in a licensed gambling venue Unit 216 Sell bingo books and tickets Unit 217 Control a payment point for ancillary bingo games 26 Level 2 NVQs in Gambling Operations (4874)

29 Unit No and Title Unit 218 Call and validate ancillary bingo games Spiritual, moral, ethical, social and cultural issues European dimension Environmental education Health and safety Unit 219 Reconcile takings for bingo books and tickets Unit 220 Calculate and issue prizes for main stage bingo games Unit 221 Provide reception services in a licensed gambling venue Unit 222 Call and validate main stage bingo games Unit 223 Install and set up gaming machines Unit 224 Receive and store goods and materials in a licensed gambling venue Unit 225 Maintain food safety when storing, preparing and cooking food Unit 226 Prepare and clear the bar area Unit 227 Serve alcoholic and soft drinks Level 2 NVQs in Gambling Operations (4874) 27

30 Unit No and Title Unit 228 Prepare and serve dispensed and instant hot drinks Spiritual, moral, ethical, social and cultural issues European dimension Environmental education Health and safety Unit 229 Maintain cellars and kegs Unit 230 Ensure adequate resources to operate the game within a casino environment Unit 231 Facilitate the operation of the game within a casino environment Unit 232 Provide casino cash desk services Unit 233 General uses of IT Unit 234 Receive and set up gaming machines 28 Level 2 NVQs in Gambling Operations (4874)

31 10 The units Level 2 NVQs in Gambling Operations (4874) 29

32 Unit 201 Overview Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) Rationale This unit sits within the ICS Customer Service Theme of Impression and Image. This Theme covers the Customer Service behaviours and processes that have the most impact on the way your customer sees you and your organisation. Excellent customer service is provided by people who are good with people. Your behaviour affects the impression that customers form of the service they are receiving. This Unit is all about communicating with customers and giving a positive impression of yourself whenever you deal with a customer. By doing this you will also be giving a positive impression of your organisation and the customer service it provides. All of us enjoy the experience of good customer service if we feel that the person serving us really wants to create the right impression, respond to us and give us good information. Every detail of your behaviour when dealing with a customer counts. Learning outcomes 1 Establish effective rapport with customers 2 Respond appropriately to customers 3 Communicate information to customers 30 Level 2 NVQs in Gambling Operations (4874)

33 Unit 201 Outcome 1 Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) Establish effective rapport with customers What you must do To meet the national standard, you must: 1 meet your organisation s standards of appearance and behaviour 2 greet your customer respectfully and in a friendly manner 3 communicate with your customer in a way that makes them feel valued and respected 4 identify and confirm your customer s expectations 5 treat your customer courteously and helpfully at all times 6 keep your customer informed and reassured 7 adapt your behaviour to respond effectively to different customer behaviour Level 2 NVQs in Gambling Operations (4874) 31

34 Unit 201 Outcome 2 Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) Respond appropriately to customers What you must do To meet the national standard, you must: 1 respond promptly to a customer seeking assistance 2 select the most appropriate way of communicating with your customer 3 check with your customer that you have fully understood their expectations 4 respond promptly and positively to your customers' questions and comments 5 allow your customer time to consider your response and give further explanation when appropriate 32 Level 2 NVQs in Gambling Operations (4874)

35 Unit 201 Outcome 3 Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) Communicate information to customers What you must do To meet the national standard, you must: 1 quickly locate information that will help your customer 2 give your customer the information they need about the services or products offered by your organisation 3 recognise information that your customer might find complicated and check whether they fully understand 4 explain clearly to your customers any reasons why their needs or expectations cannot be met What you must know and understand To be competent in this unit you must know and understand the following: 1 your organisation s standards for appearance and behaviour 2 your organisation s guidelines for how to recognise what your customer wants and respond appropriately 3 your organisation s rules and procedures regarding the methods of communication you use 4 how to recognise when a customer is angry or confused 5 your organisation s standards for timeliness in responding to customer questions and requests for information Key words and phrases for this unit meet and greet customers communicate with customers adapt behaviour for customers identify customer expectations give information to customers check customer understanding respond appropriately to customers locate information for customers explain problems of delivery to customers Level 2 NVQs in Gambling Operations (4874) 33

36 Unit 201 Give customers a positive impression of yourself and your organisation (GS2024) (ICS unit 9) Evidence requirements Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this Unit, evidence collected in a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this Unit. You may collect the evidence for the Unit through work in a private sector organisation, a notfor-profit organisation or a public services organisation. You must provide evidence that shows you have done this over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent. You must provide evidence of creating a positive impression with customers a during routine delivery of customer service b during a busy period for your organisation c during a quiet period for your organisation d when people, systems or resources have let you down. You need to prove that you have dealt with customers who a have different needs and expectations b appear angry or confused c behave unconventionally. Your evidence must show that you respond to customers using your organisation s procedures and guidelines. Your communication with customers may be face to face, in writing, by telephone, text message, , internet, intranet or by any other method you would be expected to use within your job role. You must prove that you communicate with customers effectively by providing evidence that you: a use appropriate spoken or written language b apply the conventions and rules appropriate to the method of communication you have chosen. 34 Level 2 NVQs in Gambling Operations (4874)

37 Unit 202 Overview Ensure your own actions reduce risks to health and safety (GS2025) (ENTO Unit A) Rationale Unit Overview Fundamental to this unit is an understanding of the terms hazard and risk. They have been defined overleaf and it is very important that they are understood before undertaking the Unit. This unit is for: Everyone at work - (whether paid, unpaid, full or part-time). The scope of the Health and Safety at Work Act 1974 covers "all persons" whether employers, employees, selfemployed, contractors, etc. Amongst other things the Act seeks to secure the health, safety and welfare of people whilst they work and protect other people against risks to health or safety arising from the activity of people at work. This unit does not require the candidate to undertake a full risk assessment, it is about having an appreciation of significant risks in the workplace and knowing how to identify them and deal with them. This unit covers: The health and safety duties for everyone in the workplace. It describes the competences required to ensure that: your own actions do not create any health and safety risks, you do not ignore significant risks in your workplace, and you take sensible action to put things right, including: reporting situations which pose a danger to people in the workplace and seeking advice. Learning Outcome 2 you need to show that you understand the health and safety requirements and policies in the workplace, and that you check your own working practices and work area for any risk of you or others being harmed. You should be able to identify the risk arising from any hazards you have identified and know which you can deal with safely yourself, and those which you must report to the "responsible person for attention. Learning Outcome 3 requires you to show you have taken steps to reduce those health and safety risks with which you might come into contact during the course of your work. It covers carrying out tasks safely and in accordance with instructions and workplace requirements. Learning outcomes 1 General knowledge and understanding for the whole unit 2 Identify the hazards and evaluate the risks in your workplace 3 Reduce the risks to health and safety in your workplace Key Words and phrases which you might see used frequently within the Health and Safety for People at Work units The Health and Safety Executive (HSE) is the body appointed to support and enforce health and safety law. They have defined two important concepts as follows: Hazard "a hazard is something with potential to cause harm". Risk "a risk is the likelihood of the hazard's potential being realised". Almost anything may be a hazard, but may or may not become a risk. For example: 1 A trailing electric cable from a piece of equipment is a hazard. If it is trailing across a passageway there is a high risk of someone tripping over it, but if it lies along a wall out of the way, the risk is much less. Level 2 NVQs in Gambling Operations (4874) 35

38 2 Toxic or flammable chemicals stored in a building are a hazard, and by their nature may present a high risk. However, if they are kept in a properly designed secure store, and handled by properly trained and equipped people, the risk is much less than if they are left about in a busy workshop for anyone to use - or misuse. 3 A failed light bulb is a hazard. If it is just one bulb out of many in a room it presents very little risk, but if it is the only light on a stairwell, it is a very high risk. Changing the bulb may be a high risk, if it is high up, or if the power has been left on, or low risk if it is in a table lamp which has been unplugged. 4 A box of heavy material is a hazard. It presents a higher risk to someone who lifts it manually than if a mechanical handling device is properly used. Workplace: work. This word is used to describe the single or multiple areas in which you carry out your Working practices: Any activities, procedures, use of materials or equipment and working techniques used in carrying out your job. In this unit it also covers any omissions in good working practice which may pose a threat to health and safety. Workplace policies: This covers the documentation prepared by the employer on the procedures to be followed regarding health and safety matters. It could be the employer s safety policy statement, or general health and safety statements and written safety procedures covering aspects of the workplace that should be drawn to the employees (and "other persons ") attention. Other persons: This phrase refers to everyone covered by the Health and Safety at Work Act including: visitors, members of the public, colleagues, contractors, clients, customers, patients, students, pupils. Personal presentation: This includes, personal hygiene; use of personal protection equipment; clothing and accessories suitable to the particular workplace. Responsible persons: The person or persons at work to whom you should report any health and safety issues or hazards. This could be a supervisor, line manager or your employer. Key points regarding Health and Safety legislation and regulations Health and Safety At Work Act 1974 The Health and Safety at Work Act 1974 is the main piece of legislation under which nearly all the other regulations are made. It is for this reason that only this piece of legislation is specifically referred to in this Unit. Employers have a legal duty under this Act to ensure, so far as is reasonably practicable, the health, safety and welfare at work of the people for whom they are responsible and the people who may be affected by the work they do. Under this Act it is also important to be aware that all people at work, not just employers, have a duty to take reasonable care to avoid harming themselves or others through the work they do. Risks should be reduced "so far as is reasonably practicable". This term means the duty-holder (in most instances the employer) can balance the cost against the degree of risk although obviously any Health and Safety Inspectors would expect that relevant good practice is followed. 36 Level 2 NVQs in Gambling Operations (4874)

39 According to the Act: Employers must safeguard so far as is reasonably practicable, the health, safety and welfare at work of all the people who work for them and other persons. This applies in particular to the provision and maintenance of safe plant and systems of work, and covers all machinery, equipment and substances used. People at work also have a duty under the Act to take reasonable care to avoid harm to themselves or to others by their working practices, and to co-operate with employers and others in meeting statutory requirements. The Act also requires employees not to interfere with or misuse anything provided to protect their health, safety or welfare in compliance with the Act. Other Legislation There is an array of health and safety regulations and codes of practice which affect people at work. There are regulations for those who, for example, work with electricity, or work on construction projects, as well as regulations covering noise at work, manual handling, working with VDUs, or dealing with substances hazardous to health, etc. The specific requirements for all or any of these can be obtained from HSE local offices. As many of the regulations are only relevant to certain workplaces or working practices no specific reference has been made in the Knowledge Requirements to any of these regulations. The phrase "your responsibilities for health and safety as required by any specific legislation covering your job role" is intended to relate to those specific pieces of legislation important to your workplace and/or working practices which you should be able to find out about. Level 2 NVQs in Gambling Operations (4874) 37

40 Unit 202 Outcome 1 Ensure your own actions reduce risks to health and safety (GS2025) (ENTO Unit A) General knowledge and understanding for the whole unit What you must know and understand To be competent in this unit you must know and understand the following: 1 To ensure your own actions reduce risks to Health and Safety you should know and understand the following aspects of health and safety legislation: a your legal duties for health and safety in the workplace as required by the Health and Safety at Work Act 1974 b your duties for health and safety as defined by any specific legislation covering your job role 2 To ensure your own actions reduce risks to Health and Safety you should know and understand the following relating to risks to health and safety: a what hazards may exist in your workplace b the particular health and safety risks which may be present in your own job role and the precautions you must take c the importance of remaining alert to the presence of hazards in the whole work place d the importance of dealing with or promptly reporting risks e the requirements and guidance on the precautions Evidence requirements a b c Assessor guidance: You should satisfy the Assessor that you can consistently meet the Standards. Evidence should be drawn from real working practices, and evidence must be provided across all the performance criteria in both elements. Your Assessor must see performance evidence for the number of range items, as specified in both elements, appropriate to your own workplace context. Answers to questions and other forms of evidence may additionally be used to demonstrate an understanding of the essential knowledge required for the unit, and for the specific knowledge required for each element. In order to demonstrate competence the candidate must be able to show consistent competent performance. In this unit evidence from performance is required and should be the primary source of evidence, but this will often be supported by questioning or other forms in order to gather evidence of the candidate's ability to perform competently across all the range items listed. 38 Level 2 NVQs in Gambling Operations (4874)