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ESSENTIAL SKILLS PROFILE

INVESTIGATIVE SECURITY OFFICER

TABLE OF CONTENTS

Canadian Gaming Centre of Excellence

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.

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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

Notes 16

INVESTIGATIVE SECURITY OFFICER

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Investigative Security Officers are:

• Reading Text

• Oral Communication

• Writing

• Thinking Skills

INTRODUCTION

Investigative Security Officers enforce and monitor security gaming policies and procedures, provide conflict resolution, supervise staff, and investigate incidents.

Investigative Security Officers are also known as: • Investigating Security Officers

INVESTIGATIVE SECURITY OFFICER - READING TEXT


READING TEXT

Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees need to:

• 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

A. READING TEXT

Reading Profile

The symbols >, >> and >>> are explained in the Notes section.

Tasks Complexity

Level Examples

Investigative Security Officers:

• read relevant Internet sites. For example, information from other casinos or intelligence reports on counterfeit activity. (3)

• read reports from other casinos. (2)

• read Criminal Code sections. For example, Unsupervised Children’s Act, Liquor Control Act, Intoxicated Persons Detention Act. (4)

• read pit logs to track buy-ins and cash out of table games; ISO (Investigative Security Officer) daily logs. (2)

• read updated information from the police. (2)

• review records of purchasing, health and safety compliance, audit slips from fill/credit machines. (2)

Typical Most Complex

2-3 4

Purpose for Reading

Type of Text

To scan for spe-cific 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.

Forms >> >>

Labels >>

Notes,

Letters, Memos

>>

Manuals, Specifica-tions,

Regulations

>>

Reports, Books,

Journals

>> >

INVESTIGATIVE SECURITY OFFICER - DOCUMENT USE


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

B. USE OF DOCUMENTS

Document Use Profile >> read signs, labels (ticketed evidence) or lists. For example, check list for Table

Games area.

>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, fill in information relevant to an incident report.

>> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, examine identification papers, read statements.

>> read tables, schedules and other table-like text. For example, read pit log to verify cash in and payouts.

> create tables, schedules and other table-like text. For example, to do an analysis of table games.

> enter information on tables, schedules or other table-like text.

> plot information on graphs (e.g., computer generated line, pie, bar graphs).

Tasks Complexity

Level Examples


• read and write Investigative Security Officer’s daily log, as well as logged information from other departments as needed. (2)

• complete Security Incident Reports and Liability Reports including statements taken from suspects, persons af-fected, witnesses and any supplementary reports stating all facts clearly and briefly. (4)

• prepares court briefs. (4)

• complete and file Exclusion Forms for patrons to be excluded either on a voluntary or involuntary basis. This includes a photo, personal information, description and letter of recommendation on how long exclusion is to last. (3)

• read and records information from identification papers. (1)

• verify card transfers, new card check inventory as well as pit log. (1)

• submit tape review requests to Monitor Room in order to obtain still photos for evidence. Also may request tapes be held as evidence for six months. (1)

• complete a physical check list of the Table Games area. (daily) (2)


2-3 4

INVESTIGATIVE SECURITY OFFICER - DOCUMENT USE

(continued)


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:




B. USE OF DOCUMENTS

Document Use Profile

> obtain specific information from graphs or charts.

>> interpret information on graphs or charts.

>> recognize common angles such as 15o, 30

o, 45

o and 90

o.

>> draw, sketch or form common shapes such as circles, triangles, spheres, rectangles, squares, etc. For example, sketching diagrams for accident reports.

>> interpret scale drawings, particularly maps of the area.

>> make sketches.

>> obtain information from sketches, pictures or icons (e.g., computer toolbars).

INVESTIGATIVE SECURITY OFFICER - WRITING


WRITING

Refers to understand-ing documents that have a combination of words, numbers, sym-bols, colors and shapes together. Document Use is an Essential Skill that all Casino employees need to:




C. WRITING

Writing Profile

Tasks Complexity

Level Examples


• take statements (directly on the computer) from Security Officers and others. (3)

• compile incident or liability reports. (4)

• report on special investigations. (3)

Typical

Most

Complex

3-4 4

Purpose for Writing

Length

To or-ganize/ To remem-ber

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 requiring less than one paragraph of new text

>> >> >>

>>

Texts rarely requiring more than one paragraph

>

>

Longer texts

>> >> > >>

INVESTIGATIVE SECURITY OFFICER - 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

D. NUMERACY


Math Skills Profile

a. Mathematical Foundations Used

Tasks

Complexity Level

Examples


• oversee bank reports; control unusual transactions or the movement of large cash transactions. (3)

>> Money Math

3

Scheduling or Budgeting/ Accounting Math

3 • inspect purchases, supplies and equipment to ensure integrity. (3)

Measurement and Calcula-tion Math

1 • estimate or measure distances for accident reports. (1)

Data Analysis Math

3 • track table games wins and losses as well as verifying the decks of cards in use. Examine any anomalies observed in any games or machines by reviewing computer records. (3)

Numerical Estimation

• estimate the height and weight of individuals. (1)

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, verify accounts.

Integers >> read and write, count, round off, add or subtract, multiply or divide integers. For example, examine losses at table games.

Rational Numbers - Fractions

>> read and write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, read the following types of reports which may contain fractions: Table Games Discrepancy Report, Large Cash Transaction Report, Pit Log Report, and Suspicious Transaction Report.

Rational Numbers - Decimals

>> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, understanding records of cash transactions in dollars and cents.

Rational Numbers - Percent

> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, examine percentage wins for slot machines to determine why one machine does not pay out the expected percentage.


(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, tracking movement of U.S. currency to detect laundering activity.

See Use of Documents for information on:

• using scale drawings.

Shape and Spatial Sense:

Measurement Conver-sions

>> perform measurement conversions. For example, converting from inches to centimetres when interpreting measurements on diagrams. Both systems may be needed during an investigation.


• recognizing common angles.

• drawing, sketching or forming common forms and figures.

Statistics and Probability:

Summary Calculations >> calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, comparing performance of one machine with others.

Statistics and Probability >> use statistics and probability. For example, review pit logs and drops.

Statistics and Probability:


using tables, schedules or other table-like text. using graphical presentations


(continued)


b. How Calculations Are Performed Investigative Security Officers make calculations:

> in their head.

> using a pen and paper.

>> using a calculator.

>> using a computer

The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used May use any instruments needed in the course of an investigation. In some cases they will call in experts or use special instruments to calculate or measure (or verify the calculation or measurement of) evidence. Investigative Security Officers measure:

time – using a watch to record time for statements.

weight or mass – using a scale to check weight of a roulette ball or check chips.

distance or dimension – using a tape measure or ruler to accurately record place of incident.

special instruments to check fire equipment. They use:

the metric measurement system.

the Imperial measurement system.


INVESTIGATIVE SECURITY OFFICER - 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

E. ORAL COMMUNICATION

Modes of Communication Used: Investigative Security Officers communicate:

>> in person.

>> using the telephone.

>> using a two-way radio (occasionally).

> using specialized communication signals, e.g., radio codes.

The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: The Casino area is very large but well communicated through telephones, pagers or two-way radios.

Tasks Complexity

Level Examples


• interview, and take statements from patrons who initiate a complaint and from the subject of the complaint. (4)

• take statements from staff members about complaints, disputes, disturbances. (3)

• may consult with Police and Crown Prosecutor regarding charges resulting from investigation. (3)

• exchange information constantly with all departments of the casino and share concerns with Monitor Room. (2)

• conduct interviews with patrons wishing to be excluded voluntarily, clarify the policy and go over the papers. (2)

• deal with patrons who are excluded for misconduct, remain calm, obtain ID and clarify the exclusion. (3)

• maintain good communication with outside agencies (Police, Child and Family Services, Addictions Foundation) to build a co-operative relationship. (3)


2-3 4

INVESTIGATIVE 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 coEordinate work with that of

others

To reassure, comfort

To discuss (exchange information,

opinions)

To persuade

To facilitate, animate

To instruct, in

stil u

nderstanding,

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

INVESTIGATIVE SECURITY OFFICER - THINKING SKILLS


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 data-bases. Thinking Skills are Essential Skills that all Casino employees need to:

• Assess a situation and react appropriately

• Evaluate if currency seems suspicious

• Prioritize the order in which tasks are completed by considering deadlines and resources

F. THINKING SKILLS

1. Problem Solving

2. Decision Making

3. Job Task Planning and Organizing

Tasks Complexity

Level Examples


• follow procedures. For example, check with Monitor Room for evidence before apprehending a suspect. (2)

• begin with simple questions to calm a claimant down and get them into a state where they can answer coherently. (2)

• find expertise from outside the casino to investigate on-going cases. (4)

• collaborate with outside agencies to gather information. (3)

• bring order to a situation by “looking the part” of authority. The attentive attitude and demeanour are important in “bringing down” the tone of an altercation. (2)


2-3 4

Tasks Complexity

Level Examples


• know when their presence is beneficial and when not. (2)

• make many discretionary decisions based on past experience. (4)

• decide whether to deal with a situation internally or to proceed with criminal changes. (3)

• decide whether an infraction is a crime or a breach of procedure. (3)


2-3 4

Complexity Level

Description


• prioritize their attention by dealing with medical incidents first. (2)

• take into consideration the quantity of money involved in each case. (2)

• are responsible for organizing the security for special events. (3)

• while conducting an investigation, ensure the essentials been documented. (4)

• work around imperative routines. (3)

2-4

INVESTIGATIVE SECURITY OFFICER - THINKING SKILLS

(continued)


4. Significant Use of Memory

5. Finding Information

Examples


• remember incidents and faces. They learn from past experience (what didn’t work).

• are always aware of the procedures surrounding arrests.

Complexity Level

Examples


• rely heavily on their own computer files where they can access past files, saved reports, photos, etc. as well as the information and tracking done in the other casino departments. (4)

• maintain contact with outside experts. (3)

• use Internet sources. (3)

3-4

INVESTIGATIVE SECURITY OFFICER - WORKING WITH

OTHERS


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

G. WORKING WITH OTHERS

Investigative Security Officers work closely with the Security Officers whom they refer to as their “ears and eyes on the floor”. Staff, in all departments, rely on them to step in whenever incidents occur, and maintain contact at all times. They also emphasize the importance of having good contacts outside of the casino who can be called on to collaborate with investigations.

Participation in Supervisory or Leadership Activities


>> have opportunities to make suggestions on improving work processes.

>> monitor and mentor the work performance of others.

>> inform other workers or demonstrate to them how tasks are performed.

>> orient new employees.

> may select contractors and order supplies.

> assign routine tasks to other workers.

> assign new or unusual tasks to other workers.

> identify training that is required by, or would be useful for, other workers.

> may deal with other workers’ grievances or complaints.


INVESTIGATIVE SECURITY OFFICER - 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

H. COMPUTER USE

Computer Use Profile Investigative Security Officers:

>> use word processing. For example, to write reports.

>> use graphics software. For example, to chart discrepancies.

>> use a database. For example, to search for information tracked on a certain date.

>> use a spreadsheet. For example, check attendance at table games.

>> use bookkeeping, billing and accounting software. For example, to review the pay-outs from the pit logs.

>> use communication software. For example, communicate regularly by e-mail with colleagues and other departments.

> access intelligence information and case law study on the Internet.

The symbols > and >> are explained in the Notes section.

Complexity Level

Computer Use


• use the computer to record reports and write up statements. (2)

• store and recover huge amounts of information including photos and documents. (3)

• access the data collected by other departments, on a variety of systems, to analyze it for discrepancies. (4)

• use the computer to document and chart findings during an investigation. (3)

2-4

INVESTIGATIVE SECURITY OFFICER - CONTINUOUS

LEARNING


CONTINUOUS LEARNING

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 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

I. CONTINUOUS LEARNING

How the Learning Occurs Learning may be acquired: >> by applying previous experience

>> as part of regular work activity, learn from experience, from your own mistakes.

>> from co-workers.

>> through training offered in the workplace. For example, interview and interrogation techniques, report writing and self-defence.

> through reading or other forms of self-study:

• using materials obtained on worker’s own initiative.

• through off-site training.


INVESTIGATIVE SECURITY OFFICER - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Investigative Security Officers also asked about the following topics.

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

Physical Aspects The Investigative Security Officers interviewed mentioned these physical aspects of their jobs.

Body Position - Investigative Security Officers are expected to maintain physical fitness, be able to run and be able to lift heavy amounts.

Investigative Security Officers are very conscious of the effect of their appearance (neat, uniformed, standing straight). A disruptive patron will often settle down on finding him/herself “in the presence of” a calm and dignified officer.

Attitudes Investigative Security Officers are calm and grounded.