ESSENTIAL SKILLS PROFILE TECHNICAL SUPPORT SUPERVISOR

Transcription

1 ESSENTIAL SKILLS PROFILE TECHNICAL SUPPORT SUPERVISOR

2 TABLE OF CONTENTS Essential Skills are the skills people need for work, learning and life. Human Resources and Skills Development Canada have identified nine essential skills that are the foundation to success in today s workplace. They provide the foundation for learning all other skills and enable Gaming employees to evolve in their jobs and adapt to workplace change. Without adequate levels of Essential Skills, employees productivity, training and career options in Gaming may be limited. Essential Skills are critical to the Gaming Industry. HIT THE JACKPOT BET ON A CAREER IN GAMING INTRODUCTION 1 READING TEXT 2 USE OF DOCUMENTS 3 WRITING 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9 2. Decision Making 9 3. Job Task Planning and Organizing 9 4. Significant Use of Memory Finding Information 10 WORKING WITH OTHERS 11 COMPUTER USE 12 CONTINUOUS LEARNING 13 OTHER INFORMATION 14 Physical Aspects 14 Attitudes 14 Future Trends Affecting Essential Skills 14 Notes 14 Canadian Gaming Centre of Excellence

3 TECHNICAL SUPPORT SUPERVISOR INTRODUCTION The most important Essential Skills for Technical Support Supervisors are: Oral Communication Technical Support Supervisors oversee the provision of maintenance and technical support for electronic gaming equipment. Technical Support Supervisors are also known as: Slot Technician Supervisors Computer Use Document Use Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1

4 TECHNICAL SUPPORT SUPERVISOR - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees Read bulletin boards for memos, job openings, general announcements and training opportunities Read procedure manuals, maintenance manuals and MSD sheets Read casino entertainment and special event information to pass along to customers Tasks Typical Most Complex Reading Profile Type of Text 1-3 Purpose for Reading To scan for specific information/ To locate information. Examples read s and memos with updates and procedural changes. (2) read Internet web sites. For example, manufacturer s web site. (3) read technical magazines for updates and ideas related to gaming equipment. (2) read slot machine reports to assess how machines are working. For example, what are the percentage payouts and possible combinations for a specific machine type. (2) access last game recall on slot system to review and verify results of a play. For example, when a customer has a complaint. (2) read manuals or web sites for information on new machines. (3) To skim for overall meaning, to get the gist. To read the full text to understand or to learn. Forms >> >> >> Labels >> Notes, Letters, Memos Manuals, Specifications, Regulations >> >> >> >> To read the full text to critique or to evaluate. Reports, Books, Journals Canadian Gaming Centre of Excellence 2

5 TECHNICAL SUPPORT SUPERVISOR - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Tasks Typical Most Complex Document Use Profile >> read signs, labels or lists. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, test scripts. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, test scripts. >> read tables, schedules, other table-like text. For example, read work shift schedules. > create tables, schedules and other table-like text. >> enter information on tables, schedules or other table-like text. >> obtain specific information from graphs or charts. >> interpret information on graphs or charts. > recognize common angles such as 15 o, 30 o, 45 o and 90 o. > interpret scale drawings. For example maps of the machine distribution. > make measurements from scale drawings. > read assembly drawings (e.g., those found in service and parts manuals). >> read schematic drawings (e.g., electrical schematics). >> create simple schematic drawings. >> make sketches to help explain something. >> obtain information from sketches, pictures or icons. Examples check staff sign-in, including distribution of equipment, adjust payroll information. (2) check various logs: slot machine log, button and bulb log, preventive maintenance log and performance logs. reviews all forms (up to 28 pages) resulting from board changes in the machines. Supervisor prints out a report for each test script and compares. (2) review work order forms and do spot checks on machine logs. (3) check verification that slot accounting system is communicating correctly with all machines. (2) keep employee files, one dealing with attendance and lateness, the other for personal comments. (2) may write appraisals and employee evaluations (3) verify test money floats. (1) Canadian Gaming Centre of Excellence 3

6 TECHNICAL SUPPORT SUPERVISOR - WRITING C. WRITING WRITING Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Tasks Typical Most Complex Writing Profile Length Texts requiring less than one paragraph of new text Texts rarely requiring more than one paragraph Longer texts Purpose for Writing To organize/ To remember To keep a record/ To document Examples write daily s and memos to co-workers. (2) fill out information for employee files (1-4 paragraphs). (2) may write appraisals and employee evaluations (3) complete a daily log recording incidents, power outages, staffing changes, staff issues. (2) may use a whiteboard to record recurring problems and investigations. (2) To inform/ To request information To persuade/ To justify a request >> >> >> > To present an analysis or comparison To present an evaluation or critique >> >> > >> >> > To entertain Canadian Gaming Centre of Excellence 4

7 TECHNICAL SUPPORT SUPERVISOR - NUMERACY NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees Calculate winnings according to placement of chips, betting odds and values assigned to chips Count cash in opening and closing balances and customer transactions Estimate time required to complete tasks Estimate crowd flow Measure, calculate and use ratios to mix cleaning solutions and compounds D. NUMERACY Tasks >> Money Math Scheduling or Budgeting/ Accounting Math Measurement and Calculation Math Data Analysis Math 1 Math Skills Profile a. Mathematical Foundations Used Number Concepts: Examples checks test money floats. (1) 1-3 may assist with detailed inventory, checks records of parts used which include number of units, unit number, name employee number, time and date. A Finance representative is sometimes present for these counts. (3) 1 uses a tape measure space in planning machine distribution. (1) 2 review and compare slot machine records and reports. Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, comparing recorded information, counting parts. Rational Numbers Percent > read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, when setting up a machine to have a progressive accumulation of jackpot, ensure that the display shows the percentage increments accurately. Canadian Gaming Centre of Excellence 5

8 TECHNICAL SUPPORT SUPERVISOR - NUMERACY (continued) Patterns and Relations: Equations and Formulae > use formulae by inserting quantities for variables and solving. For example, the equations used by the e-prom chip (done by the computer). Conversions > perform conversions. For example, convert from decimal to hexidecimal Areas, Perimeters, >> calculate areas, calculate perimeters, calculate volumes. For example, determine how best to distribute machines in an area. See Use of Documents for information on: recognizing common angles. drawing, sketching or forming common forms and figures. Statistics and Probability: Statistics and Probability >> use statistics and probability. For example, review statistical reports to see how machines are performing. See Use of Documents for information on: using tables, schedules, or other table-like text. using graphical presentations. b. How Calculations Are Performed Technical Support Supervisors make calculations: > in their head. > using a pen and paper. >> using a calculator. >> using a computer c. Measurement Instruments Used Technical Support Supervisors measure: >> time using a clock. > distance or dimension using a tape measure or ruler >> wattage, amperage and voltage using a multimeter They use: > the metric measurement system. > the Imperial measurement system. Canadian Gaming Centre of Excellence 6

9 TECHNICAL SUPPORT SUPERVISOR - ORAL COMMUNICATION E. ORAL COMMUNICATION ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Oral Communication is an Essential Skill that all Casino employees Educate customers about responsible gaming and ensuring anyone who is having difficulty gets the assistance that they need Explain casino information, services, gaming products and gaming rules to customers Ask questions to clarify job tasks and expectations Speak respectfully to customers and co-workers when dealing with complex issues or resolving conflicts Tasks Typical Most Complex Modes of Communication Used: Technical Support Supervisors communicate: >> in person >> using the telephone, mainly with vendors. >> using a two-way radio > using specialized communication signals, for example number codes. Environmental Factors Impacting Communication: Examples discuss staffing issues, new machines, recurring problems with staff. (2) discuss deployment, time lines, and problems with new projects. For example, upgrading bill acceptors, replacing harness under bill cans. (3) coach, advise, clarify, verify, deliver verbal warnings to staff if needed. (2) oversee and verify new installations with technicians. (2) consult with vendors support technicians, order parts. (2) collaborate with Technical Security Specialists who are present at e-prom (final electronic component) installations in new machines or upgrades. (2) respond to/discuss requests for service from Bank and Bingo areas. (2) inform manager of machine status at pre shift meeting. (2) consult with slot attendants and supervisors about events. (2) call on Security for escort services. (1) Technicians are often deployed over a broad area and for this reason usually communicate by radio. They use a highly specialized vocabulary that is hard for the layman to understand. Canadian Gaming Centre of Excellence 7

10 TECHNICAL SUPPORT SUPERVISOR - ORAL COMMUNICATION (continued) Oral Communication Profile Purpose for Oral Communication Type To greet To take messages To provide/ receive information, explanation, direction To seek, obtain information To co ordinate work with that of others To reassure, comfort To discuss (exchange information, opinions) To persuade To facilitate, animate To instruct, instil understanding, knowledge To negotiate, resolve conflict To entertain Listening (little or no interaction) Speaking (little or no interaction) Interact with co-workers >> >> >> >> Interact with those you supervise or direct >> >> >> >> >> >> Interact with supervisor/ manager Interact with customers/ clients/ public Interact with suppliers, servicers Participate in group discussion Present information to a small group Present information to a large group >> >> >> >> >> >> >> >> >> >> Canadian Gaming Centre of Excellence 8

11 TECHNICAL SUPPORT SUPERVISOR - THINKING SKILLS F. THINKING SKILLS 1. Problem Solving THINKING SKILLS Refers to the process of evaluating ideas or information to reach a rational decision. Thinking Skills includes problem solving, decision making, job task planning and organizing, significant use of memory and finding information from text, people and computerized databases. Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex Examples deal with inter-personal problems within the staff. Supervisors get both sides, then sit down together and try to reach an agreement. (3) troubleshoot during power failures or with new installations that fail to function; discover how machines have been affected and get them up and running in a minimum of time. (4) Examples decide whether or not to grant an employee time off according to reason for request and staffing needs. (2) decide to release a new or re-programmed machine based on the results of tests. (2) Thinking Skills are Essential Skills that all Casino employees 3. Job Task Planning and Organizing Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources 3 Description plan the work of the department around the urgency of the requests, the closing time for the casino, upcoming events, and the availability of staff. Preventative maintenance is on-going, and includes bulbs and buttons keeping the machines lit up and looking lively and planning more complex maintenance tasks such as replacing worn harnesses under the bill boxes. When a lot of new installations are planned, the hours the casino is closed may not offer enough time. Areas will need to be roped off for the work to progress. Canadian Gaming Centre of Excellence 9

12 TECHNICAL SUPPORT SUPERVISOR - THINKING SKILLS (continued) 4. Significant Use of Memory Examples learn about new machines and remember their peculiarities. 5 Finding Information 2-3 Description refer to procedures and policies. (2) may use (manufacturers tech support groups) and the Internet extensively. This probably depends on access. (3) refer to technical publications. (3) Canadian Gaming Centre of Excellence 10

13 TECHNICAL SUPPORT SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Technical Support Supervisors plan the work of the department around the urgency of the requests, the closing time for the casino, upcoming events, and the availability of staff. This means flexible hours and, sometimes, night shifts over a period of time. Technicians are constantly re-training to keep up with new equipment and are willing to share information with one another. Participation in Supervisory or Leadership Activities WORKING WITH OTHERS Refers to employees working together to carry out tasks. Working with Others is an Essential Skill that all Casino employees Co-operatively work with others to exceed casino service standards Coach and mentor new employees Make suggestions on improving teamwork and casino service (break schedules, shift times) Co-operatively work with others to repair casino equipment >> participate in formal discussions concerning the allocation of responsibilities within own group or appropriate goals for the work group or methods for achieving goals. >> have opportunities to make suggestions on improving work processes. >> monitor and evaluate the work performance of others. >> inform other workers or demonstrate to them how tasks are performed. >> orient new employees. > have some input about hiring recommendations. >> select contractors and supplies. >> assign routine tasks to other workers. >> assign new or unusual tasks to other workers. >> identify training that is required by, or would be useful for, other workers. >> deal with other workers complaints. Canadian Gaming Centre of Excellence 11

14 TECHNICAL SUPPORT SUPERVISOR - COMPUTER USE COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use is an Essential Skill that all Casino employees Enter data into various computerized tracking systems and databases Use to communicate with others Use document and spreadsheet software to prepare, edit, manipulate and analyze Information Manage department electronic files Use a variety of electronic devices and resolve basic technical difficulties H. COMPUTER USE Computer Use 3 are competent and adventurous office software users. For example, they design their own forms and use simple drafting programmes, access an inventory management system. (3) use and the Internet effectively. For example, they access and contribute to manufacturers web sites. (3) deal with computerized components in the gaming machines. (3) Computer Profile >> use word processing. For example, to write Incident Reports. >> use a database. For example, slot accounting management system. >> use a spreadsheet. For example, use Excel to make up forms or sign-out sheets. > use bookkeeping, billing and accounting software. For example, report on how a gaming machine is running. > use computer assisted design, manufacturing or machining. For example, use software to plan the distribution of machines in a given area. >> use communication software. For example, and the Internet. Canadian Gaming Centre of Excellence 12

15 TECHNICAL SUPPORT SUPERVISOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs Learning may be acquired: CONTINUOUS LEARNING Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. >> by applying previous experience and technical expertise. >> as part of regular work activity. >> from co-workers. >> through job-specific training offered in the workplace. For example, training on coin/ bill acceptors, bank equipment, table games equipment (shufflers). Continuous Learning is an Essential Skill that all Casino employees Identify training opportunities that are available Learn about new casino equipment, products, services and procedures Identify and understand skill strengths and the areas where improvement is needed to become successful in other casino positions Use newly learned skills and knowledge to improve work Canadian Gaming Centre of Excellence 13

16 TECHNICAL SUPPORT SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Technical Support Supervisors also asked about the following topics. Physical Aspects Attitudes The Technical Support Supervisors interviewed mentioned these physical aspects of their jobs. Technical Support Supervisors often work long and flexible shifts. They are on their feet, lifting and bending. They need manual dexterity for keyboarding and fine tuning. They often work long, late shifts. Technical Support Supervisors are positive, optimistic, open, fair and consistent. Future Trends Affecting Essential Skills Technical Support Supervisors are always looking to new trends and training. They are open to change. Notes Throughout this document, the following codes have been used: >>> indicates that most respondents use that skill >> indicates that some respondents use that skill > indicates that few respondents use that skill indicates that none of the respondents use that skill Canadian Gaming Centre of Excellence 14