ESSENTIAL SKILLS PROFILE BINGO CALLER/CHECKER 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 10 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
BINGO CALLER/CHECKER INTRODUCTION The most important Essential Skills for Bingo Caller/Checkers are: Bingo Caller/Checkers interact with customers playing in the Bingo area. They call bingo, check winning cards and may sell paper products. They are also responsible for the operation of Bingo and bingo gaming equipment. Oral Communication Numeracy Canadian Gaming Centre of Excellence 1
BINGO CALLER/CHECKER - 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 Tasks Typical Most Complex Reading Profile 1-2 Examples read memos to be up to date with specials and new products. (1) read and follow schedules. (1) read messages on the bingo system. (1) may read procedures manuals, fire drill procedures, etc. (2) Callers: read the procedural spiel, the script that Bingo callers follow. The audience can be large and diverse, and the caller is the centre of attention on a large stage. Sessions are repetitive. (2) 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 Type of Text Purpose for Reading To scan for specific information/ To locate information. To skim for overall meaning, to get the gist. Forms >> >> Labels > Notes, Letters, Memos Manuals, Specifications, Regulations To read the full text to understand or to learn. >> > To read the full text to critique or to evaluate. Reports, Books, Journals Canadian Gaming Centre of Excellence 2
BINGO CALLER/CHECKER - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Tasks Typical Most Complex 1-2 2 Examples read cashier exchange slips. (1) read daily break schedule. (1) check customers winning bingo cards. (1) fill out discrepancy report, filling in time, date, area and reason for discrepancy. The customer may have over-purchased bingo products. (2) complete bait money forms. (1) keep tally on accumulated bingo specials. (1) Callers: Follow bingo system instructions. For example, to activate or deactivate a Bingo session. (1) Refer to list of games and pay outs. (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 Document Use Profile Bingo caller/checker:s: >> 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, a discrepancy report. > read completed forms containing check boxes, numerical entries. For example, the daily break schedule. >> read tables, schedules and other table-like text. For example, read work shift schedules and vacation approval. > may create tables. For example, to list the prize amounts on the programme. Canadian Gaming Centre of Excellence 3
BINGO CALLER/CHECKER - WRITING C. WRITING WRITING Tasks Typical Most Complex 1-2 2 Examples write discrepancy reports for bingo errors. Explain reason for it. (2) fill out bait money forms. (1) sign in and sign out; callers also sign out a microphone. (1) Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Writing Profile 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
BINGO CALLER/CHECKER - 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 Tasks >> Money Math Scheduling or Budgeting/ Accounting Math Numerical Estimation Examples Bingo Caller/Checker (Caller/Checkers): May handle the sale of bingo paper products in the 2 Bingo area. (1) balance their floats and cash out at the end of the shift. (1) may calculate U.S. dollar exchange rate. (2) 1 keep a running tally of the cumulative prizes. For example, add a pre-determined dollar value to a certain game every time a certain number comes up. (1) compare numbers to verify Bingos on paper. (1) Verify number on live feed from the main screen when calling. (1) 1 estimate the timing of sessions. (1) 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 Math Skills Profile a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, compare numbers to verify winning cards, to keep tally of cumulative prizes. Rational Numbers - Fractions >> read and write, round off, add or subtract decimals. For example, to sell credits and Bingo paper, to count out dollars and cents to reconcile float. Conversions > convert U.S. dollars for guests. Keep a running total of U.S. exchange. Statistics and Probability: See Use of Documents for information on: using tables, schedules or other table-like text. Canadian Gaming Centre of Excellence 5
BINGO CALLER/CHECKER - NUMERACY (continued) b. How Calculations Are Performed Bingo Caller/Checkers make calculations: >> in their head. > using pen and paper. >> using a calculator. c. Measurement Instruments Used Bingo Caller/Checkers measure: > time using a watch, keeping on schedule for breaks. There is also a timer on the bingo system. Canadian Gaming Centre of Excellence 6
BINGO CALLER/CHECKER - 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 Tasks Typical Most Complex 1-2 2 Examples negotiate shifts and breaks with co-workers. (1) explain procedures to volunteers who may be confused about process. (1) talk to supervisors to ask for clarification. For example, about pay stub or banked time. remain calm and respectful when customers (or volunteers) become rude or offensive. Know when and how to be firm or call Security or management. (2) deal with a broad audience including many age groups and ethnic backgrounds. (2) respond to customers questions about the Bingo area in person and on the phone. (1) Callers: address a large and demanding audience with a pleasant and knowledgeable attitude; explain the house rules and the value of all the specials; outline new games clearly. (2) 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 Modes of Communication Used: Bingo Caller/Checkers communicate: >> in person. > using the telephone. > using specialized communication signals. For example, hand signals from the caller s desk. Environmental Factors Impacting Communication: When the Bingo area is crowded it may be hard to attend to everyone appropriately. Canadian Gaming Centre of Excellence 7
BINGO CALLER/CHECKER - 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
BINGO CALLER/CHECKER - THINKING SKILLS F. THINKING SKILLS 1. Problem Solving The Bingo Caller/Checkers work in a large public area where quick thinking and crowd control are needed. Bingo Caller/Checkers, particularly callers, feel that not responding with a cool head could have huge consequences. However, backup is never far away. 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 Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex 1-2 2 1-2 2 Examples admit the mistake and publicly face the music when the wrong number is called. (2) may decide keep the game going when problems occur with the programme. (1) when games get mixed (there are called balls and un-called balls in the hopper), keep a record on paper, review the balls called and continue. (2) attend to a guest who is sick, and maintain calm until Security arrives. (rarely) (2) Examples decide whether or not you can handle an ill or irate customer or if help should be called. (1) decide on the best placement of staff according to their experience. (2) find ways to get back on schedule when a large number of bingos have been called or after a malfunction. (2) decide how to keep the game going when there is a glitz in the system; who to call for help. (2) Canadian Gaming Centre of Excellence 9
BINGO CALLER/CHECKER - THINKING SKILLS (continued) 3. Job Task Planning and Organizing 2 Description Bingo callers allot prizes to various programmes throughout the day. This provides them with the script they will follow. They pre-call games so that customers will have time to purchase paper or credit. Callers keep a tight schedule determined by the bingo system. They organize their script so that all games and numbers are properly sequenced. They can slightly alter the pacing (10 seconds is normal) if they see that the stakes are high and many customers are playing multiple cards. 4. Significant Use of Memory Examples remember access codes for the bingo systems. know the sequence of games, the prize amounts, and how the specials accumulate. Callers: memorize the introductions to the programmes. They remember the details of monthly specials, the house rules and protection spiel. 5 Finding Information 1 Description rely on supervisors or on other departments to inform them. For example, refer to Customer Service for information about other areas of the casino. can double check payouts by calling the paymaster or referring to a list of games and payouts. Canadian Gaming Centre of Excellence 10
BINGO CALLER/CHECKER - WORKING WITH OTHERS G. WORKING WITH OTHERS Bingo Caller/Checkers negotiate how best to place staff to cover needs, keeping in mind experience of staff members. They must schedule breaks so that the floor is always attended. 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 Bingo office suggestion boxes. >> monitor the work performance of others. >> 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 11
BINGO CALLER/CHECKER - COMPUTER USE H. COMPUTER USE Computer Use 2 enter and retrieve data from several computerized systems. COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use Profile Bingo Caller/Checkers use only the Bingo gaming system. They enter data and retrieve and read printouts. 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 Canadian Gaming Centre of Excellence 12
BINGO CALLER/CHECKER - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Learning may be acquired: >> as part of regular work activity. >> from co-workers. >> through training offered in the workplace. For example, computer training and workshops on coaching. Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. 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
BINGO CALLER/CHECKER - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Bingo caller/checkers also asked about the following topics. Physical Aspects The Bingo Caller/Checkers interviewed mentioned these physical aspects of their jobs. Body Position - Callers are seated for long periods in uncomfortable positions. Their wrists tire from handling the Bingo balls. Bingo checkers are on their feet during the shift. Attitudes Future Trends Affecting Essential Skills Limb Co-ordination - Callers need manual dexterity to handle the balls; runners must enter data on the computer terminal. Bingo Caller/Checkers must be able to get along with their co-workers to keep the floor running smoothly at all times. Callers must be able to assess the mood of the crowd. They must be able to work accurately, and stay focused. There will be more Bingo touch screens in the future, reducing the sale of paper product. More games will be played on the TiTo (ticket in-ticket out) system, which will mean fewer cash transactions on the floor. 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