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This qualification will prepare learners for employment in a variety of entry-level positions within the Gaming environment and enable them to be nationally and internationally competitive. Since this will serve as an entry-level qualification in the gaming sector, it opens up career opportunities within the sector.

A learner who has achieved this qualification will be able to:

• Demonstrate an understanding of the gaming environment and the context in which gaming activities take place.
• Meet customer service requirements in interacting with customers.
• Function effectively in the operational environment.
• Operate effectively by performing services in a selected area of specialisation, being one of:
  > Dealing.
  > Slots operating/hosting.
  > Cashiering.
  > Surveillance.

  Rationale:

  The Gaming industry in South Africa is a highly legislated and controlled working environment and gambling institutions are governed by a very well-defined legislative framework which makes it imperative that individuals who work in the environment have the skills to ensure compliance and accountability.

  In addition, the environment has a very strong customer orientation and is exposed to high levels of risk such as cheating, money laundering and fraud. These aspects impact directly at operational level and it is thus essential that employees operating within the industry have a solid grounding in the legislative framework impacting on the gaming industry, adequate technical competencies required for specific operational functions, a good understanding of customer service and are sensitised to the particular safety and security requirements of the operational environment.

  This qualification is designed to meet the needs of learners who are either actively involved in the gaming environment or individuals who desire to further develop their skills in order to access the industry at entry level employment within a learning pathway for the sector moving from NQF Level 3 to NQF Level 4.

  It will provide a benchmark and increase overall expertise in the gaming sector, assisting the industry to achieve transformational goals relating to employment equity. The added value of the skills, knowledge and understanding developed by the qualification will lead to improved operational performance resulting from the integration of the learning which may have taken place in the work environment.

  The qualification addresses skills and competencies in the following entry-level positions:

• Dealers/Croupiers for a range of games such as Poker, American Roulette, Blackjack, Punto Banco and Dice.
• Slots operators/hosts.
• Cashiers.
• Surveillance personnel.

• Communication at NQF Level 2 or equivalent.
• Mathematical Literacy at NQF Level 2 or equivalent.

  Recognition of Prior Learning:

  The structure of this unit standard based qualification makes the Recognition of Prior Learning possible. Learner and assessor will jointly decide on methods to determine prior learning and competence in the knowledge, skills, values and attitudes implicit in the qualification and the associated unit standards. RPL will be done by means of an integrated assessment.

  This Recognition of Prior Learning may allow for:

• Gaining of credits for unit standards in this qualification.
• Obtaining this qualification in whole or in part.

  All Recognition of Prior Learning is subject to quality assurance by the relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.

  Access to the Qualification:

  There is open access to any learner wishing to access the qualification who is able to arrange for assessment opportunities within the gaming environment. Learners need to apply and be granted a gaming licence from the relevant provincial gaming board in order to have opportunity to demonstrate applied competence in an authentic setting for completion of the qualification.

Fundamental component:

• All unit standards totalling 36 credits are compulsory.

  Core component:

• All unit standards totalling 52 credits are compulsory.

  Elective component:

• The elective component is grouped into areas of specialisation. Each specialisation consists of compulsory and optional unit standards.
• Learners are required to select a specialisation and:
  > Complete all the compulsory unit standards for the specialisation.
  > Choose additional optional unit standards from those listed for the specialisation to give a minimum of 42 credits for the specialisation.

  The following are the specialisations and their unit standards:

  Dealing:

  Compulsory:

• 258062, Recognise and report customer cheat moves, NQF Level 3, 3 Credits.
• 258041, Manage the float in a gaming environment, NQF Level 3, 4 Credits.
• 258045, Handle casino chips, NQF Level 3, 5 Credits.
• 258043, Comply with security procedures for dealers, NQF Level 3, 3 Credits.

  Optional:

• 254220, Provide primary emergency care/first aid as an advanced first responder, NQF Level 3, 8 Credits.
• 242811, Prioritise time and work for self and team, NQF Level 4, 5 Credits.
• 258065, Operate the game of Dice, NQF Level 4, 15 Credits.
• 258058, Operate a smart card system, NQF Level 3, 4 Credits.
• 258067, Maintain security within a gaming environment, NQF Level 3, 12 Credits.
• 242812, Induct a member into a team, NQF Level 3, 4 Credits.
• 258068, Deal Punto Banco, NQF Level 4, 6 Credits.
• 258044, Deal Poker, NQF Level 3, 4 Credits.
• 258059, Deal Blackjack, NQF Level 3, 6 Credits.
• 258057, Deal American Roulette, NQF Level 3, 16 Credits.
• 258071, Assist in dealing with problem and pathological gambling in the workplace, NQF Level 3, 4 Credits.

  Slots Operating/Hosting:

  Compulsory:

• 258066, Operate communication equipment, NQF Level 2, 3 Credits.
• 258060, Make gaming machine payouts, NQF Level 3, 4 Credits.
• 258067, Maintain security within a gaming environment, NQF Level 3, 12 Credits.
• 258069, Demonstrate knowledge of and operate slot machines, NQF Level 4, 5 Credits.
• 258036, Demonstrate and apply knowledge of the slots department and internal procedures, NQF Level 3, 5 Credits.

  Optional:

• 254220, Provide primary emergency care/first aid as an advanced first responder, NQF Level 3, 8 Credits.
• 242811, Prioritise time and work for self and team, NQF Level 4, 5 Credits.
• 258058, Operate a smart card system, NQF Level 3, 4 Credits.
• 258070, Install, remove, convert and upgrade gaming machines and gaming related equipment and systems, NQF Level 3, 8 Credits.
• 242812, Induct a member into a team, NQF Level 3, 4 Credits.
• 258064, Carry out fault finding, fault resolution, repair, maintenance and servicing of gaming machines and gaming related equipment and systems, NQF Level 4, 8 Credits.
• 258071, Assist in dealing with problem and pathological gambling in the workplace, NQF Level 3, 4 Credits.

  Cashiering:

  Compulsory:

• 258855, Operate and maintain cashiering equipment, NQF Level 3, 4 Credits.

  Optional:

• 254220, Provide primary emergency care/first aid as an advanced first responder, NQF Level 3, 8 Credits.
• 258039, Process table transactions, NQF Level 3, 4 Credits.
• 258038, Process slots transactions and redeem and retrieve slots shorts NQF Level 3, 4 Credits.
• 258040, Process cheque, credit card and bank transactions, NQF Level 3, 8 Credits.
• 242811, Prioritise time and work for self and team, NQF Level 4, 5 Credits.
• 258058, Operate a smart card system, NQF Level 3, 4 Credits.
• 258035, Operate a chip and cash and coin float, NQF Level 3, 8 Credits.
• 258067, Maintain security within a gaming environment, NQF Level 3, 12 Credits.
• 242812, Induct a member into a team, NQF Level 3, 4 Credits.
• 258042, Control the casino float, NQF Level 4, 8 Credits.
• 258046, Control a slots safe inventory, NQF Level 4, 6 Credits.
• 258037, Batch coins and tokens, NQF Level 2, 3 Credits.
• 258071, Assist in dealing with problem and pathological gambling in the workplace, NQF Level 3, 4 Credits.

  Surveillance:

  Compulsory:

• 258066, Operate communication equipment, NQF Level 2, 3 Credits.
• 258063, Operate a closed circuit television system, NQF Level 3, 5 Credits.
• 258055, Monitor clearance and count procedures, NQF Level 2, 4 Credits.

  Optional:

• 254220, Provide primary emergency care/first aid as an advanced first responder, NQF Level 3, 8 Credits.
• 242811, Prioritise time and work for self and team, NQF Level 4, 5 Credits.
• 258058, Operate a smart card system, NQF Level 3, 4 Credits.
• 258061, Monitor gaming operations, NQF Level 3, 12 Credits.
• 258067, Maintain security within a gaming environment, NQF Level 3, 12 Credits.
• 242812, Induct a member into a team, NQF Level 3, 4 Credits.
• 258071, Assist in dealing with problem and pathological gambling in the workplace, NQF Level 3, 4 Credits.

2. Meet customer service requirements.

3. Function in the operational environment.

Exit Level Outcomes for areas of specialisation in the qualification:

Depending of the area of specialisation selected, the qualifying learner will be able to:

4. Operate as a dealer.

Or

5. Operate as a slots operator/host.

Or

6. Operate as a cashier in a gaming environment.

Or

7. Carry out surveillance in a gaming environment.

1.1 The gaming environment is explained in terms of the legislative framework in which gaming activities take place.
1.2 The consequences of non-compliance with legislation are explained for the employee and the casino.
1.3 The accepted Code of Conduct and Business Procedures applicable within the casino industry are explained in terms of own behaviour and work performance.
1.4 Operational requirements are identified and explained as they relate to legislation and operational objectives.

Associated Assessment Criteria for Exit Level Outcome 2:

2.1 The factors that impact on customer service in the gaming environment are explained and demonstrated with examples of good and bad practices.
2.2 Communication skills are used effectively when interacting with customers and fellow employees.
2.3 Customers are assisted with queries relating to the layout, services and facilities available within the organisation.
2.4 Principles of responsible gaming are understood and applied within the context of customer interaction.

Associated Assessment Criteria for Exit Level Outcome 3:

3.1 Working relationships are maintained with other members of staff in order to support operational functions.
3.2 Health and safety is maintained according to operational requirements.

Associated Assessment Criteria for Exit Level Outcome 4:

4.1 Dealing functions are handled according to operational requirements and industry standards.
4.2 Chips are handled with dexterity and accuracy as per operational requirements in support of the dealing function.
4.3 The operational float is handled according to organisational requirements.
4.4 Security procedures for dealers are executed according to operational requirements.
4.5 Customer cheat moves are recognised and reported according to operational policy and procedures.
4.6 Players are recognised and tracked according to operational requirements.

Or

Associated Assessment Criteria for Exit Level Outcome 5:

5.1 A working knowledge of the equipment required for effective slots operation is demonstrated and applied in the workplace.
5.2 Slots department internal procedures are applied when performing operational functions.
5.3 Security is maintained within the slot machine area.
5.4 Gaming machine payouts are made according to internal procedures.
5.5 Technical tasks in the slots operation area are maintained according to operational requirements.

• Range: Installation, conversion, upgrades, maintenance, fault finding, floor moves.

  Or

  Associated Assessment Criteria for Exit Level Outcome 6:

  6.1 Gaming Cashiering equipment is operated according to operational requirements, manufacturer’s specifications and gaming board requirements.
  6.2 Gaming related transactions are processed according to legislative and operational requirements.

• Range: Table and slots coin transactions, Slot shorts redemption, Cheque, Credit Card and Bank Transactions, Coin exchange, Chip exchange.
  6.3 Gaming cashiering administration is executed according to operational procedures.
• Range: Chip and cash float, cash and coin float, batching of chips and tokens.

  Or

  Associated Assessment Criteria for Exit Level Outcome 7:

  7.1 Surveillance equipment is handled according to operational and organisational requirements.

• Range: CCTV System, communication systems.
  7.2 Activities within a casino are monitored as per Gaming Board Regulations and internal procedures.
• Range: Financial transactions, clearance and count procedures, bets, slots, games of chance, smart card system, tracking of customers, access control.
  7.3 Relevant action is taken where anomalies are identified as per operational procedures and requirements.

  Integrated Assessment:

  Assessment practices must be open, transparent, fair, valid, and reliable and must ensure that no learner is disadvantaged in any way whatsoever. For this purpose, an integrated assessment approach is incorporated into the qualification.

  Learning, teaching and assessment are inextricably aligned. Whenever possible, the assessment of knowledge, skills, attitudes and values shown in the unit standards should be integrated through the practical application of sales and services in a wholesale and retail environment.

  Assessment of the communication, language, literacy and numeracy should be conducted in conjunction with other aspects and should use authentic wholesale and retail sales and services contexts wherever possible.

  A variety of methods must be used in assessment and tools and activities must be appropriate to the context in which the learner is working. Where it is not possible to assess the learner in the workplace or on-the-job, simulations, case studies, role-plays and other similar techniques should be used to provide a context appropriate to the assessment.

  The term `Integrated Assessment` implies that theoretical and practical components should be assessed together. During integrated assessments the assessor should make use of formative and summative assessment methods and assess combinations of practical, applied, foundational and reflective competencies.

  Assessors and moderators should make use of a range of formative and summative assessment methods. Assessors should assess and give credit for the evidence of learning that has already been acquired through formal, informal and non-formal learning and work experience.

  Assessment should ensure that all Specific Outcomes, Embedded Knowledge and Critical Cross-Field Outcomes are evaluated. The assessment of the Critical Cross-Field Outcomes should be integrated with the assessment of Specific Outcomes and Embedded Knowledge.

Based on turnover, number of gaming establishments, and tourism pulling-power, it is generally accepted that the best practice worldwide occurs in the United Stated of America, most notably in Nevada. Therefore qualifications and learning programmes from the USA were used for international comparison. America does not have anything similar to our National Qualifications Framework.

Gaming in South Africa in terms of number of customers and as an income generator is probably the most closely aligned to New Zealand. It is therefore important to also compare the proposed qualification with similar qualifications from New Zealand, which also has its own version of a National Qualifications Framework.

International practice is for training to be given separately for each area of the gaming industry, whereas this qualification offers training in core competencies applicable to all areas and in chosen specialisations. As no one qualification or training programme exists internationally for each specialisation in the National Certificate: Gaming, Level 3, comparisons were done with international qualifications in each specialisation.

Cashiering:

The US Occupational Information Network for Gaming Change Persons and Booth Cashiers.

The competencies offered in this programme include:

• Calculate the value of chips won or lost by players.
• Exchange money, credit, and casino chips, and make change for customers.
• Keep accurate records of monetary exchanges, authorization forms, and transaction reconciliations.
• Work in and monitor an assigned area on the casino floor where slot machines are located.

  These competencies are covered in the National Certificate: Gaming, Level 3:

  The New Zealand National Certificate in Casino Cashiering, Level 3.

  The competencies offered include:

• Handle gaming chips in a casino cashiering area.
• Carry out non-cash transactions in a casino cashiering area.
• Handle coin and cash in a casino cashiering area.
• Operate a deposits and cheque cashing facility in a casino cashiering area.
• Demonstrate knowledge of the rules, procedures, and organisational structure of a casino.
• Demonstrate knowledge of communication skills and customer service skills in tourism and travel workplaces.
• Provide customer service in the tourism and travel industry.

  These are dealt with in the National Certificate: Gaming, Level 3.

  Conclusion:

  The abovementioned qualifications, as with almost all learning frameworks outside of South Africa, do not have a fundamental component. The compulsory units of competency in the US and New Zealand qualifications match those in the proposed South African qualification, although the latter includes more compulsory core competencies. In addition, the National Certificate: Gaming, Level 3 offers unit standards specific to the area of specialisation. The core components of the two international qualifications do not include anything of significance which the proposed South African one does not.

  The foreign unit standards do not provide as much detail as the local ones. The proposed qualification also offers more unit standards, both as optional and non-optional choices, than either of the compared qualifications does.

  In summary, the proposed South African qualification offers practically all of the core competencies of comparable qualifications in the USA and New Zealand, but in addition gives a broader range of potential learners many more options.

  Slots:

  The US Occupational Information Network for Slots Key persons. The competencies offered include:

• Monitor payment of hand-delivered jackpots to ensure promptness.
• Monitor functioning of slot machine coin dispensers and fill coin hoppers when necessary.
• Respond to and resolve patrons’ complaints.
• Patrol assigned areas to ensure that players are following rules and that machines are functioning correctly.
• Reset slot machines after payoffs.
• Perform minor repairs or make adjustments to slot machines, resolving problems such as machine tilts and coin jams.
• Record the specifics of malfunctioning machines and document malfunctions needing repair.
• Exchange currency for customers, converting currency into requested combinations of bills and coins.
• Answer patrons’ questions about gaming machine functions and payouts.
• Attach “out of order” signs to malfunctioning machines, and notify technicians when machines need to be repaired or removed.

  In addition the training offered by USA providers such as the Slot Floor Mechanic Course offered by the Red Community Rock College address similar competencies.

  These include:

• Identifying errors.
• Pay outs of jackpots.
• Filling empty machines.
• Basic machine malfunctions.
• Compliance with regulatory paperwork.
• Troubleshooting and repair.
• Conversions.
• Slot layout.
• Regulatory compliance.

  This learning programme also shares many of the core competencies found in the New Zealand National Certificate in Casino Gaming, Level 3. These competencies include:

• Provide gaming machine information to customers in a casino.
• Monitor and maintain gaming machines in casino.
• Maintain security and safety of gaming machines in a casino.
• Demonstrate knowledge of electronic gaming machine procedures.
• Monitor the use of electronic gaming machines.

  Conclusion:

  The same conclusions can be made as for the cashiering specialisation.

  Dealing:

  The US Occupational Information Network for Gaming Dealers. The competencies offered include:

• Exchange paper currency for playing chips or coin money.
• Pay winnings or collect losing bets as established by the rules and procedures of a specific game.
• Deal cards to house hands, and compare these with players’ hands to determine winners, as in black jack.
• Conduct gambling games such as dice, roulette, cards, or keno, following all applicable rules and regulations.
• Check to ensure that all players have placed bets before play begins.
• Stand behind a gaming table and deal the appropriate number of cards to each player.
• Inspect cards and equipment to be used in games to ensure that they are in good condition.
• Start and control games and gaming equipment, and announce winning numbers or colors.
• Open and close cash floats and game tables.
• Compute amounts of players’ wins or losses, or scan winning tickets presented by patrons to calculate the amount of money won.

  In addition the training offered by USA providers such as the Certificate in Gaming offered by the University of Nevada and the Casino School Course offered by the National bartenders, casino games and hospitality schools address similar competencies. These include:

• Provide Customer Service.
• Gaming regulations and control.
• Hygiene and safety within Casino Environment.
• Learn about equipment used.
• Rules and objectives of the game.
• Dealer and player positions.
• Handling cards.
• Games procedures.
• Gaming protection.
• Dealing techniques.

  Conclusion:

  The same conclusions can be made as for the cashiering specialisation.

  Surveillance:

  The US Occupational Information Network for Gaming Surveillance Officers. The competencies offered include:

• Observe casino or casino hotel operations for irregular activities such as cheating or theft by employees or patrons, using audio/video equipment and one-way mirrors.
• Report all violations and suspicious behaviors to supervisors, verbally or in writing.
• Monitor establishment activities to ensure adherence to all state gaming regulations and company policies and procedures.
• Act as oversight and security agents for management and customers.
• Supervise and train surveillance observers.

  In addition the training offered by USA providers such as the Training seminar in Casino surveillance offered by the University of Nevada, Las Vegas, address similar competencies to the ones stipulated, albeit in greater detail. These include:

• Protecting table games.
• Cheating.
• Advantage play.
• Internal theft and collusion by dealers.
• Detecting cheating at tables.
• Methods of gathering and preserving evidence so that law enforcement agents can use the information gathered for successful prosecution.
• Prevent cheating by adherence to proper casino procedures.
• How to detect it when it occurs.
• How to coordinate with Surveillance personnel for effective handling, including arrest and prosecution.
• Advantage play.
• Basics of card counting, shuffle tracking, and key card location.
• Cheating at slots.
• Basics of how slot machine cheating and theft can be detected.
• Protecting casino patrons.
• Internal theft and embezzlement.
• Evidence protection.
• Procedures as protection of the casinos.
• Surveillance reporting.
• Surveillance teamwork.

  This learning programme also shares many of the core competencies found in the New Zealand National Certificate in Casino Gaming, Level 4.These competencies include:

• Demonstrate knowledge of legislation that impacts upon the operation of casinos.
• Demonstrate knowledge of legislative and regulatory requirements for casino surveillance.
• Demonstrate knowledge of casino fraudulent practices.
• Demonstrate knowledge of casino internal controls and accounting procedures for surveillance purposes.
• Operate a surveillance system in a casino.
• Demonstrate knowledge of the requirements for presenting evidence in court on a casino incident.

  Conclusion:

  The findings are same as for the other specialisations, but the following are not included in the National Certificate: Gaming, Level 3.

• Playing of particular games (EG Advantage play).
• Legal procedure (EG Presenting evidence in court).

  These are not regarded as significant omissions in the National Certificate: Gaming, NQF Level 3.

  Conclusion:

  Whilst there are many hundreds of institutions that provide Casino or Gaming Training, this International Comparability research has found that the bulk of the providers cater to separate areas of specialisation, often in short courses, in that they provide units within specific disciplines i.e. booths or cashiering, dealers, slots operators, surveillance or security, etc. The comparisons made provide a good indication of the international equivalence of the proposed South African qualification, which draws almost all of these short courses into one qualification which also includes additional compulsory core unit standards, and fundamentals.

Horizontal Articulation:

• ID 58577: National Certificate: General Security Practices, NQF Level 3.
• ID 48764: National Certificate: Wholesale and Retail Sales Practice, NQF Level 3.

  Vertical Articulation:

  Vertical Articulation is possible with the following qualifications registered on the National Qualifications Framework:

• ID 59098: Further Education and Training Certificate: Gaming Supervision, NQF Level 4.
• ID 49397: National Certificate: Wholesale and Retail Operations Supervision, Level 4.
• ID 57713: Further Education and Training Certificate: Specialist Security practices, NQF Level 4.
• ID 57712: Further Education and Training Certificate: Generic Management, NQF Level 4.

• Anyone assessing a learner, or moderating the assessment of a learner, against this Qualification must be registered as an assessor or moderator with the relevant Education and Training Quality Assurance body (ETQA), or with an ETQA that has a Memorandum of Understanding (MOU) with the relevant ETQA.
• Any institution offering learning that will enable the achievement of this Qualification must be registered and accredited as a provider with the relevant ETQA, or with an ETQA that has an MOU with the relevant ETQA, in which event programme approval will be obtained from the relevant ETQA.
• Assessment and moderation of assessment will be overseen by the relevant ETQA according to the policies and guidelines for assessment and moderation of that ETQA, in terms of agreements reached around assessment and moderation between various ETQAs (including professional bodies), and in terms of the moderation guideline detailed immediately below.
• Moderation must include both internal and external moderation of assessments at all exit points of the Qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described in the Exit Level Outcomes of the Qualification.

  The options as listed above provide the opportunity to ensure that assessment and moderation can be transparent, affordable, valid, reliable and non-discriminatory.

  For an applicant to register as an assessor or moderator of this Qualification the applicant needs:

• To be registered as an assessor.
• To be in possession of a relevant qualification at NQF Level 4 or above or relevant experience in the sector.

• ID 14117: National Certificate: Gaming Cashiering, Level 3, 120 Credits.
• ID 14120: National Certificate: Gaming (Slots Operations), Level 3, 120 Credits.
• ID 14121: National Certificate: Gaming (Surveillance Operations), Level 3, 120 Credits.
• ID 14114, National Certificate: Dealing 3 Level, 120 credits.