ESSENTIAL SKILLS PROFILE SURVEILLANCE TECHNICIAN/ SURVEILLANCE OPERATOR 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 5 NUMERACY 6 ORAL COMMUNICATION 9 THINKING SKILLS 11 1. Problem Solving 11 2. Decision Making 11 3. Job Task Planning and Organizing 11 4. Significant Use of Memory 12 5. Finding Information 12 WORKING WITH OTHERS 13 COMPUTER USE 14 CONTINUOUS LEARNING 15 OTHER INFORMATION 16 Physical Aspects 16 Attitudes 16 Future Trends Affecting Essential Skills 16 Notes 16 Canadian Gaming Centre of Excellence
SURVEILLANCE TECHNICIAN INTRODUCTION The most important Essential Skills for Casino Surveillance Technicians are: Writing Thinking Skills (Significant Use of Memory) Surveillance Technicians operate and record information from the cameras that monitor all areas of the Casino, especially cash transactions and table games. Surveillance Technicians are also known as Surveillance Operators. Canadian Gaming Centre of Excellence 1
SURVEILLANCE TECHNICIAN - 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 need to: Tasks Typical Most Complex 2-3 3 Examples read the daily log to keep up to date with on-going occurrences. (2) read memos about procedural changes, crossover information from other casinos, special projects. (2) read manuals for all departments in order to recognize any deviance from expected work procedures. (3) may read reports from the Slot Room or Pit Logs to follow up on observed behaviour. For example, if a dealer is not following instruction, they will compare the instructors observations to the behaviour observed on tape. (2) refer to binders maintained in the department. For example, records of photos given out, jackpot totals, Pit Logs, memos, catalogue of tapes, excluded patrons binder, requests for tape reviews. (3) 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
SURVEILLANCE TECHNICIAN - 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 need to: 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 2-3 4 Document Use Profile Examples record occurrences in the daily log. For example, record all routine requests, record incidents in point form, special requests for tape reviews. (2) maintain and refer to binders of paper files. For example, record of photos given out (photo number and recipient), jackpot totals, old Pit Logs, memos, catalogue of any tapes recording potential liabilities, excluded patrons binder, requests for tape reviews. (3) maintain a work station log containing details on saved tapes with date and number. Copies are attached to reports. (2) fill out objective Incident Report forms, often generated by reviewing the tape. (3) fill out procedure forms (e.g. cashier not laying out chips correctly) or security infraction forms (an area left insecure). (2) process LCT s (Large Cash Transaction) and SCT s (Suspicious Cash Transactions). List the client, assign a permanent number, attach photo and comments. (2) conduct a routine shift audit which involves observing one department and reporting on any procedures broken. (form) (2) report on a special project. For example, where large losses have been occurring in table games, the Surveillance Technician will consult Pit Logs and Table Tracking sheets to determine who was playing, who won what, they will review tapes of the games watching for possible collusion, suspicious strategies or dealer error. If an infraction is observed, the manager and security will be alerted. (4) keep a record and graph how time is spent each shift. (2) >> 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
SURVEILLANCE TECHNICIAN - DOCUMENT USE (continued) Document Use Profile >> read signs, labels (catalogued tapes) or lists (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, complete a shift audit form. >> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, read a Request for Tape Review form including specific information as to what to look for; review a Pit Log. >> read tables, schedules and other table-like text. For example, read work shift schedules. >> create tables, schedules and other table-like text. Record cash drop verifications to include in a report. >> plot information on graphs. For example, graph their daily use of time. > interpret information on graphs or charts. >> obtain information from sketches, pictures or icons, particularly photos. Canadian Gaming Centre of Excellence 4
SURVEILLANCE TECHNICIAN - 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 need to: Tasks Typical Most Complex 2-3 4 Examples keep a detailed, point-form daily log of all activities. Log contains some routine material and use of abbreviations and acronyms. (2) keep separate logs when working on special projects over a period of time. May involve comparison, for example, of playing styles. Forward briefs weekly. (3) write an evaluation based on observations during a shift audit. (3) present a comparison or verification based on revision of documents and taped evidence. For example, report on cash drop. (3) fill out forms detailing procedure infractions or security concerns. (2) Fill out Incident Report forms describing a situation objectively from what is observed on the tapes. Involves making calls to seek out information. Document is legally sound and does not dwell on irrelevant details. (4) 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 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 Texts rarely requiring more than one paragraph >> >> >> >> Longer texts >> Canadian Gaming Centre of Excellence 5
SURVEILLANCE TECHNICIAN - 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 need to: 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 > Measurement and Calculation Math >> Data Analysis Math >> Numerical Estimation Math Skills Profile 1 Examples verify calculations, physical count reconciliation against computer printouts. (1) 1-2 verify U.S. exchange transactions, large cash transactions, physical counts of chips and cash on tape. (2) record distribution of their own time on different tasks during their shift. (1) 2 measure and calculate value of bundled coin and verify proper layout of bills and chips for counting. (2) 2 analyze cash drops from table games to see if results fall within predictable patterns of play. (2) 1-3 estimate value of chips and cash roughly through the camera to visually track flow. (3) estimate time left on a tape, time spent on each task. (1) Surveillance Technicians do not perform calculations on a regular basis as a part of the job. However, should the need arise, the mathematical foundations are available, and Surveillance Technicians feel confident in applying the required formula in any given situation. Canadian Gaming Centre of Excellence 6
SURVEILLANCE TECHNICIAN - NUMERACY (continued) a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, verify cash or chips laid out on the counter on camera against the cashiers slips. Integers >> read and write, count, round off, add or subtract, multiply or divide integers. For example, verify and examine possible reasons for losses at table games. Rational Numbers - Decimals Rational Numbers - Percent Equivalent Rational Numbers >> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, calculate cash value of chips or vouchers. >> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, read and interpret statistics on cash drops in percentages. > convert between fractions and decimals or percentages, convert between decimals and percentages. For example, when comparing odds at different tables. Patterns and Relations: Equations and Formulae > use formulae by inserting quantities for variables and solving. For example, working with formulas in Excel. Shape and Spatial Sense > recognize any deviation in the patterns that represent counting procedures. For example, layout of bills. Statistics and Probability: Summary Calculations > calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, compare table games results with normal or expected percentages. Statistics and Probability >> use statistics and probability. For example, calculate expected cash drop given the number of players, speed of play and average betting. See Use of Documents for information on: using tables, schedules, or other table-like text. using graphical presentations. Canadian Gaming Centre of Excellence 7
SURVEILLANCE TECHNICIAN - NUMERACY (continued) b. How Calculations Are Performed Surveillance Technicians make calculations: >> in their head (table games bets). > using a calculator. >> using a computer (examining printed results) c. Measurement Instruments Used Surveillance Technicians measure: >> time using a clock to record times on tapes. > weight are aware of weight of coin bags and rolls, estimate height and weight of patrons. > vibration using vibration alarms to alert to doors being held open or forced. > wattage, amperage, volts using a multimeter. Magnetic locks run on batteries and must be monitored. Canadian Gaming Centre of Excellence 8
SURVEILLANCE TECHNICIAN - 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 need to: 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: Surveillance Technicians communicate: >> in person. >> using the telephone. 2 3 >> using a two-way radio or other such means. > using specialized communication signals. For example, abbreviated forms, number codes and acronyms are so frequent they amount to a private communication system. The many different alarms carry messages of their own fax machine, phones, access open, panic alarm, fire or smoke. Environmental Factors Impacting Communication: Examples build on their expertise and experience by sharing information and stories with co-workers. (2) request advice and assistance from supervisor; consult about administrative questions. (2) receive frequent phone calls from the Bank and Security departments on routine matters. (2) occasionally call supervisors to advise of a serious breach of procedures or Security to have it stopped. (2) seek information from or offer information to the Police, RCMP and other casinos maintaining consciousness of correct protocol. (3) The Monitor Room is noisy because of the many fans to cool the equipment. Phones and alarms are constantly ringing. Canadian Gaming Centre of Excellence 9
SURVEILLANCE TECHNICIAN - 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 10
SURVEILLANCE TECHNICIAN - 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. Thinking Skills are Essential Skills that all Casino employees need to: Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex 2-3 3 1-2 3 Examples document an observed deficiency in such a way that the deficiency is addressed, not the individual. (2) can occasionally detect and address a staff infraction (e.g., a breach of procedures) while the person in question is at his/her post. (2) approach the analysis of incidents systematically. Why did this happen? How did it happen? What is the problem? How can we tackle it? What resources do we have? (3) Examples are sometimes asked to grant permission to perform a task. They do not, however, as this is not their role. (1) decide when to make a call on a procedures infraction and how to word the call appropriately. These decisions may affect an employee s record but also may result in monetary loss if not dealt with. (3) 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 follow general guidelines in prioritizing their tasks. Requests for card access or access changes can usually be left until later; medical incidents get first priority. There are duties, such as magnetic lock checks, to schedule as well. (2) are used to multi-tasking as usual while they are on the phone, an alarm goes off and at the same time they observe something suspicious on the monitor. (3) may at times, be able to go where their curiosity leads them. It is not uncommon for them to miss breaks because they are following up on something intriguing. (2) Canadian Gaming Centre of Excellence 11
SURVEILLANCE TECHNICIAN - THINKING SKILLS (continued) 4. Significant Use of Memory Examples remember the position changes that have been made on cameras from one day to another. remember faces and ID of excluded or suspicious patrons. remember set patterns and rhythms in order to immediately detect irregularities. remember procedures in all departments. retain details of past incidents. 5. Finding Information 2-3 Examples get information from co-workers who each have their areas of expertise. (2) refer to departmental procedures manuals to determine how things should be done. (3) make frequent phone calls to obtain information from other departments, from the Police and RCMP from other casinos. (3) Canadian Gaming Centre of Excellence 12
SURVEILLANCE TECHNICIAN - WORKING WITH OTHERS G. WORKING WITH OTHERS Surveillance Technicians work in close contact with one another and rely on one another to share information and insights. Because of the high security in their area, they are not encouraged to fraternise with the rest of the casino staff. They do, however, consider it important to maintain a good relationship (by phone and e-mail) with all departments. 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 need to: 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 >> have opportunities to make suggestions on improving work processes in an informal way. >> monitor and evaluate the work performance of staff in other departments throughout the casino. >> inform other workers or demonstrate to them how tasks are performed. They value this input from their co-workers. >> orient new employees. >> make hiring recommendations indirectly as a result of monitoring. > assign routine tasks to other workers. > identify training that is required by, or would be useful for, other workers as a result of monitoring. Canadian Gaming Centre of Excellence 13
SURVEILLANCE TECHNICIAN - COMPUTER USE H. 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 need to: 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 2-3 Computer Use Profile Computer Use use computers principally to access stored information. For example, obtain printouts of transactions recorded on casino accounting systems from the Finance department in order to track irregularities, pin down times and dates in order to review appropriate segments of tapes. (2) write lengthy reports. (sometimes) (2) use spreadsheets to create their own tables to summarize the results of their investigations. For example, to chart and compare the cash drops from the different table in the Table Games area. (3) >> use word processing. For example to write Incident Reports. >> use a database. For example, to track client information. >> use a spreadsheet. For example, to examine the playing card inventory records. >> use bookkeeping, billing and accounting software. For example, to access and examine printouts of information on transactions from any area at any time. >> use statistical analysis software. For example, obtain breakdowns from Finance through the interoffice mail system. (statistics are done by Finance) >> use communication software. For example, e-mail and interoffice mail to transmit photos. Canadian Gaming Centre of Excellence 14
SURVEILLANCE TECHNICIAN - 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: > by applying previous experience. >> as part of regular work activity. >> from co-workers. > through training offered in the workplace. (Game Protection and Coaching workshops) > through reading or other forms of self-study: particularly gaming web sites. > through off-site training during working hours at no cost to the worker. (With the Police: interrogation and surveillance techniques.) Continuous Learning is an Essential Skill that all Casino employees need to: 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 15
SURVEILLANCE TECHNICIAN - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Surveillance Technicians also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Surveillance Technicians interviewed mentioned these physical aspects of their jobs. Body Position - Surveillance Technicians spend long hours at their posts. Limb Co-ordination - Surveillance Technicians need good hand/eye co-ordination in order to control the cameras and manual dexterity to do keyboarding. They need acute vision and hearing. Surveillance Technicians are naturally curious and willing to follow through with what they undertake. They have long attention spans; they are patient and willing to let things evolve. They are outgoing and curious about people. They are willing to put their neck on the line, take risks and make decisions. Surveillance Technicians may require additional training as the complexity of play regarding slot machines and table games increases due to technology. 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 16