ESSENTIAL SKILLS PROFILE SENIOR CLERK TYPIST WWW.GAMINGCENTREOFEXCELLENCE.CA
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 10 5. 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
SENIOR CLERK TYPIST INTRODUCTION The most important Essential Skills for Senior Clerk Typists are: Senior Clerk Typists are responsible for providing administrative/clerical support to the various departments in the Casino. Oral Communication Computer Use Writing Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1
SENIOR CLERK TYPIST - READING TEXT A. READING TEXT READING TEXT Tasks Typical Most Complex 2 3 Examples read memos and e-mail. (2) read minutes of meetings. (2) proofread agendas and other writing. (3) read documents (faxes, quotes) from vendors. (2) Refers to reading memos, schedules and procedure manuals. Reading Profile Purpose for Reading Reading Text is an Essential Skill that all Casino employees Type of Text 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. To read the full text to critique or to evaluate. 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 Forms >> >> >> Labels >> >> >> Notes, Letters, Memos Manuals, Specifications, Regulations Reports, Books, Journals >> >> >> >> > >> Canadian Gaming Centre of Excellence 2
SENIOR CLERK TYPIST - 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 1-3 3 Document Use Profile >> read signs, labels or lists. For example, product labels, employee lists. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, Incident Reports. >> read tables, schedules and other table-like text (e.g., read work shift schedules). >> create tables, schedules and other table-like text. >> enter information on tables, schedules or other table-like text. >> interpret information on graphs or charts. > construct or draw graphs or charts. Examples track purchasing records (daily) and track balances on standing purchasing orders. (2) record information in employee files. For example, banked time, sick leave. (1) e-mail daily attendance report to Payroll. (1) access and process information as requested. (3) archive diverse information appropriately. For example, security investigation files or security logs. Temporary cards issued to contractors. Different information is kept for different periods of time. (2) process mileage and expense forms for staff. Forward to manager. (2) forward routine documents to manager for approval. For example, time off requests, purchasing requests, large standing purchase orders. Ensure that memos reach supervisor. verify Purchase-card receipts received from staff. (2) > obtain information from icons (e.g., computer toolbars). Canadian Gaming Centre of Excellence 3
SENIOR CLERK TYPIST - WRITING C. WRITING WRITING Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Tasks Typical Most Complex Writing Profile 1-3 4 Examples exchange (compose for others) memos and e-mails with other departments often attaching large files. Format some memos to be posted as bulletins. (2) may do proofreading for managers and other staff on longer documents such as incident reports, evaluations. (4) write up agendas and minutes from meetings. (4) write up letters from templates. Occasionally adapt template to new requirements. (3) 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 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 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
SENIOR CLERK TYPIST - NUMERACY D. 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 Tasks >> Money Math >> Scheduling or Budgeting/ Accounting Math Numerical Estimation Math Skills Profile Examples verify Purchase-card spending for staff. (2) 2 ensure that Standing Purchase Orders are maintained within limits. (2) 2 prepare schedules for staffing. (2) keep files on all spending for the department. (2) 1 estimate what office supplied need to be replenished. (1) a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, conduct inventory of office supplies, report on patron count. Rational Numbers - Fractions Rational Numbers - Decimals Rational Numbers - Percent >> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, calculate hours and fractions of hours worked. >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, do calculations with money values. > read and write percentages, calculate the percent one number is of another, calculate a percent of a number. Canadian Gaming Centre of Excellence 5
SENIOR CLERK TYPIST - NUMERACY (continued) Patterns and Relations: Use of Rate, Ratio and Proportion > use a rate showing comparison between two quantities with different units, use a ratio showing comparison between two quantities with the same units, use a proportion showing comparison between two ratios or rates in order to solve problems. For example, calculate tax or discount on a product. Statistics and Probability: See Use of Documents for information on: using tables, schedules, or other table-like text. using graphical presentations. b. How Calculations Are Performed Senior Clerk Typists make calculations: > in their head. >> using a pen and paper. > using a calculator. >> using a computer c. Measurement Instruments Used Senior Clerk Typists measure time using a clock. Otherwise they do not use instruments of measurement. Canadian Gaming Centre of Excellence 6
SENIOR CLERK TYPIST - 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: Senior Clerk Typists communicate: >> in person. 1-3 3 >> using the telephone. >> using a two-way radio or other such means. Environmental Factors Impacting Communication: Examples take messages for manager and staff respond to several extensions and relay messages (respond to requests) by two-way radio. (2) filter calls (routine complaints, vendors, simple requests) for the manager. (3) deal with vendors, phone to follow up on shipments, meet vendors who appear on site. (1) request information from staff. (1) respond to calls from senior management. (1) request information from Payroll on behalf of staff for adjustment of mistakes. (2) communicate with Human Resources. (2) clarify requests or arrange special shipment dates with Purchasing department. (2) resolve urgent scheduling needs with Scheduling department. (1) consult with co-workers about new procedures or computer systems and how to access information from them. (2) keep records pertinent to each department. (2) learn to speak the language of their areas. For example, technical terms, acronyms and abbreviated forms. (2) instruct staff on computer use. (2) Senior Clerk Typists do not work in the same area as the staff they support which means they do a lot of communication over the phone or radio. Canadian Gaming Centre of Excellence 7
SENIOR CLERK TYPIST - 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
SENIOR CLERK TYPIST - 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 3 2 Examples troubleshoot on computers and other office equipment (radios). (3) Examples decide on appropriate training for self. (2) Thinking Skills are Essential Skills that all Casino employees 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. Job Task Planning and Organizing 3 Description Senior Clerk Typists handle a large volume of calls, e-mails and visits each day. They are masters of multitasking and deal with long lists of routine tasks. They ask staff to be clear about deadlines in order to prioritize jobs. Their organization involves daily, weekly and monthly routines. Canadian Gaming Centre of Excellence 9
SENIOR CLERK TYPIST - THINKING SKILLS (continued) 4. Significant Use of Memory Examples A good memory is an asset and time saver. They remember telephone numbers, vendor information, purchase dates and values, standing purchase order numbers, etc. They have a good sense of time. 5 Finding Information 2-3 Description gather information from accounting system on account codes, vendor information, purchase request status, updates, etc. (3) use their own files to track department information. (2) Canadian Gaming Centre of Excellence 10
SENIOR CLERK TYPIST - WORKING WITH OTHERS G. WORKING WITH OTHERS Senior Clerk Typists facilitate the handling of interdepartmental communication and record keeping. They gather information systematically from the staff and manager and see that it is properly dealt with. 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 Senior Clerk Typists >> participate in formal discussions about work processes or product improvement. >> 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. > select contractors and supplies. (recommend) > assign routine tasks to other workers. (send staff to respond to requests) >> identify training that is required by, or would be useful for, other workers. >> deal with workers complaints indirectly. Canadian Gaming Centre of Excellence 11
SENIOR CLERK TYPIST - COMPUTER USE H. COMPUTER USE Computer Use 3 explore ways to use the computer more effectively, accessing and processing information to produce practical reports. (3) create new logs, templates and formats to use in their work. (3) Computer Profile 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 email 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 >> use word processing. For example, to write up agendas and minutes. >> use graphics software. For example, to create more impacting bulletins. >> use a spreadsheet. For example, for logs. >> use bookkeeping, billing and accounting software. > use statistical analysis software. For example, summary calculations. >> use communication software. For example, e-mail, Internet. Canadian Gaming Centre of Excellence 12
SENIOR CLERK TYPIST - 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. >> as part of regular work activity. >> from co-workers. >> through training offered in the workplace, especially computer training and Business Writing. > through reading or other forms of self-study, particularly through the Internet. 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
SENIOR CLERK TYPIST - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Senior Clerk Typists also asked about the following topics. Physical Aspects The Senior Clerk Typists interviewed mentioned these physical aspects of their jobs. Body Position - Senior Clerk Typists are seated at their desks most of their shift. They need manual dexterity and good hand/eye coordination to operate office machines. Attitudes Future Trends Affecting Essential Skills Senior Clerk Typists are positive and approachable and able to deal with different types of people. They are able to deal with stress and speed, and are flexible when change is needed. Senior Clerk Typists embrace change and may have the opportunity to train and learn new systems may arise. 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