ESSENTIAL SKILLS PROFILE CASINO SECURITY OFFICER

Transcription

1 ESSENTIAL SKILLS PROFILE CASINO SECURITY OFFICER

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 6 THINKING SKILLS 8 1. Problem Solving 8 2. Decision Making 8 3. Job Task Planning and Organizing 8 4. Significant Use of Memory 9 5. Finding Information 9 WORKING WITH OTHERS 10 COMPUTER USE 11 CONTINUOUS LEARNING 12 OTHER INFORMATION 13 Physical Aspects 13 Attitudes 13 Future Trends Affecting Essential Skills 13 Notes 13 Canadian Gaming Centre of Excellence

3 CASINO SECURITY OFFICER INTRODUCTION The most important Essential Skills for Casino Security Officers are: Oral Communication Document Use Casino Security Officers are responsible for the safety and general welfare of all casino employees and guests. Their duty is to safeguard lives and property, maintain order and ensure compliance of policies and procedures designed to protect the assets of the Casino. They serve as escort to staff transporting cash, and are called on to help deal with accidents and incidents. Canadian Gaming Centre of Excellence 1

4 CASINO SECURITY OFFICER - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Tasks Typical Most Complex read memos which are usually circulated at sign in. After days off, they must catch up with memos posted during their absence. (2) read daily schedule in which the rotation of positions is assigned for the day. (1) read Standard Operating Procedures. (2) read Fire Plan and know duties. (2) consult the list of Exclusions (customers voluntarily or involuntarily excluded from the casino), usually includes a photo together with a description. (1) 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 Reading Profile Type of Text Purpose for Reading To scan for specific information/ To locate information. 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 Reports, Books, Journals > >> >> To read the full text to critique or to evaluate. Canadian Gaming Centre of Excellence 2

5 CASINO SECURITY OFFICER - 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 Tasks Typical Most Complex read and explain vouchers, gift certificates, coupons, etc. for customers. (1) read schedule which gives them the position they are expected to man during the day. (1) review the Mobile Charge Sheet before taking out vehicle. This is a fairly extensive checklist to be completed on inspecting the vehicle. (2) complete the Shift Change sheet for vehicle noting time in, time out, kilometres in/out and kilometres driven. (1) check the skim list to see when skims are made, note booth numbers on the back of schedule. (1) keep notes on daily occurrences. (2) when on duty at the front door, check and record ID noting time, what kind of ID was presented, accessed (yes or no). (2) verify and sign Playing Card Inventory. (1) fill out forms to request temporary access cards for employees who have forgotten their cards. (1) 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 Document Use Profile >> read signs, labels or lists. For example, check in employees and issue cards at back entrance, consult exclusions list. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, fire door and panic alarm checklists; shift change sheets for vehicles. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, read ID papers, Exclusions. >> read tables, schedules and other table-like text (e.g., read work shift schedules). Canadian Gaming Centre of Excellence 3

6 CASINO SECURITY OFFICER - WRITING C. WRITING WRITING Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Tasks Typical Most Complex carry and use a notepad where they record daily occurrences in point form. For example, booth numbers during pull. If there are problems during a pull, record the machine number. If a customer falls, document presence on the scene and what was done, other staff present. (2) note and damage or maintenance needed on vehicles. (1) report on found objects, describe object, record where, when, and by whom it was found, dollar value attached. List contents of a purse. (2) record incidents with staff or customers. (2) request time off. (1) 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 Writing Profile Length Texts requiring less than one paragraph of new text Texts rarely requiring more than one paragraph Purpose for Writing To organize/ To remember To keep a record/ To document >> >> >> 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 Longer texts Canadian Gaming Centre of Excellence 4

7 CASINO SECURITY OFFICER - NUMERACY D. NUMERACY NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Tasks Typical Most Complex Math Skills Profile 1 keep track of head counts at the door. Number of people in minus number of people out equals number in the building. (1) count chips in rack when doing a transfer. (1) perform numerical estimations. For example, estimating the distance a person walked before falling. (1) 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 a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, read gauges on a vehicle, calculate a physical count on customers in the building. Subtract years (months) to calculate age from ID. Calculate the number of chips in a tray. (1) b. How Calculations Are Performed Security Officers make calculations: >> in their head. >> using a counter/calculator for head count at front door. c. Measurement Instruments Used Security Officers measure: time using a watch or clock to record times. distance or dimension using estimation. For example, to estimate the height and weight of a customer for description. liquid volume using a dipstick. temperature using gauge. pressure using tire gauge. Canadian Gaming Centre of Excellence 5

8 CASINO SECURITY OFFICER - 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: Security Officers communicate: >> in person >> using the telephone. >> using a two-way radio or other such means. >> using specialized communication signals. For example, codes for routine messages. Environmental Factors Impacting Communication: are courteous in addressing guests requests or questions. They are aware of what they cannot talk about. (profits made, etc.) (2) maintain two-way radio contact with MR (Monitor Room) to cover chip fills, escorts for any other reason. (1) use two-way radio to contact each other, supervisor or investigators to advise of a situation where they are needed. (1) are called in case of customer disputes or accidents. Their role is often that of a witness who records what is observed and what is said. Back-up is provided by the department supervisor, Security Supervisor and/or Manager who will make decisions concerning restitution or further investigation. (2) Radio interference from other departments or the police can be a problem. Canadian Gaming Centre of Excellence 6

9 CASINO SECURITY OFFICER - 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 7

10 CASINO SECURITY OFFICER - 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 are called to settle minor disputes between customers. For example, two customers want the same machine. (2) are aware of vandalism or insecure doors and advise MR (Monitor Room). (1) determine how best to handle customers smoking and drinking outside designated areas. (2) decide when to risk taking action on their own. For example, customers smoking outside designated areas. (1) 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 1 Description follow a very structured schedule but, at all times, must be able to determine which services take priority. For example, medical incidents must be attended to immediately. Canadian Gaming Centre of Excellence 8

11 CASINO SECURITY OFFICER - THINKING SKILLS (continued) 4. Significant Use of Memory remember names and faces. In particular the faces of the customers who have been excluded from the property. remember procedures. have a good memory for incidents. Apart from making use of their notebooks to take down particulars, they are able to recall when and where things happened. 5. Finding Information 1-3 maintain good relationships with the staff in other departments, and count on them to provide information needed. (1) obtain information from supervisors and Department Managers. (1) may refer to texts available from the management or refer to the collective agreement for workplace concerns. (3) Canadian Gaming Centre of Excellence 9

12 CASINO SECURITY OFFICER - WORKING WITH OTHERS G. WORKING WITH OTHERS Security Officers work in widely separated areas. They maintain contact with each other and with their supervisors by two-way radio. They get their schedules and any special instructions from the supervisor. They maintain frequent and cordial relationships with staff in other departments so that trust and confidence is built up between them. 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 >> have opportunities to make suggestions on improving work processes through frequent contact with their supervisor, yearly meetings, or through a suggestion box. > inform other workers or demonstrate to them how tasks are performed. > orient new 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 Canadian Gaming Centre of Excellence 10

13 CASINO SECURITY OFFICER - COMPUTER USE H. COMPUTER USE 1 Computer Use use a digital ID card to scan in their ID when transporting chips for the Fill Bank. (1) COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use Profile >> do not have access to computers apart from the scanner mentioned above. 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 Canadian Gaming Centre of Excellence 11

14 CASINO SECURITY OFFICER - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Learning may be acquired: >> as part of regular work activity. >> from co-workers. New Security Officers shadow an incumbent for their first few shifts. >> through training offered in the workplace: attending seminars such as CPR (Cardiopulmonary Resuscitation) and First Aid, Defensive Driving, Note Taking, and Courtroom Procedures. >> through reading or other forms of self-study: at work during working hours at no cost to the worker. 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 12

15 CASINO SECURITY OFFICER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Security Officers also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Security Officers interviewed mentioned these physical aspects of their jobs. Body Position - Security Officers are on their feet for long shifts. They are expected to be able to run. Strength - Security Officers can lift up to 100 pounds. Security Officers are approachable and friendly to customers and co-workers. As the job profile evolves, Security Officers may be granted more responsibility, which in turn may require further training. 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 13