If you're working in a gaming venue or a venue that has gaming machines in Australia, completing your Responsible Service of Gambling (RSG) training is a legal requirement. In New South Wales and Tasmania, the course is called RCG.
For many people, the assessment at the end of the course is particularly daunting, especially the required video and audio assessments. The good news is that the RSG assessment is more straightforward that it might seem.
This guide walks you through what the RSG assessment involves, and how to set yourself up for success.
What Does the RSG Assessment Involve?
To pass your RSG assessment, you will need to:
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Pass two multi-choice quizzes.
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Pass an interactive task.
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Submit an audio recording.
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Submit a video recording.
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You will be given a scenario and questions.
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In a thirty second to one minute video, you will do a roleplay to answer the questions.
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You will also need to state your full name, date of birth and show photo ID.
The audio and video assessments are requirements to have you demonstrate the skills you will use on the job.
What Your RSG Video Must Cover
To achieve competency in your video assessment, you need to address the following points. Missing any one of them will result in a resubmission request.
Identify and name the signs of problem gambling
In your video, you must acknowledge the specific signs of problem gambling that your customer is displaying. You should also indicate where in the venue you would have this conversation with the patron, discretion and privacy are essential.
Provide information on two local gambling help counselling services
You must refer your patron to two (2) Gambling Help counselling services in your local area.
In Queensland, well-known services include:
In Western Australia, services include:
In the Northern Territory, services include:
Check with your trainer or RTO to confirm which services are most appropriate to reference for your specific location.
Explain what self-exclusion is
You must clearly explain the concept of self-exclusion to the patron, including the length of time they would be excluded from the venue.
Refer the patron to the Customer Liaison Officer (CLO)
Every gaming venue has a Customer Liaison Officer responsible for managing patron welfare. Your video must include a clear referral of the patron to the CLO. This is a non-negotiable step in the assessment criteria.
Tips for Recording Your RSG Video
The practical nature of the video assessment catches some people off guard, but it is easier to pass when you're well-prepared. Here are some tips:
Record in first person.
Your video must be done as though you are a gaming staff member. Do not narrate or explain what you would do; demonstrate it.
Keep your face visible at all times.
The assessor needs to see you clearly for the entire duration of the video. Ensure your face is well-lit and clearly in frame.
Speak clearly and audibly.
Poor audio is one of the most common reasons for resubmission. Speak at a normal pace in a quiet environment with minimal background noise.
Aim for a focused length.
Keep your video concise and on-topic. You don't need a lengthy performance, you just need to clearly address every required point.
Watch example videos first.
The Queensland Government has produced a series of "High Stakes RSG" training videos that demonstrate realistic scenarios of gaming staff responding to signs of gambling harm.
Recognising Signs of Gambling Harm
Because identifying gambling harm is central to your video assessment, it helps to know the signs in detail. According to the Queensland Government, you might observe the following in a patron:
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A distressed, irritated, or depressed mood.
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A noticeable decline in personal grooming over several days.
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Aggressive behaviour towards staff or other patrons, such as blaming others for losses.
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Spending more than they can reasonably afford in a single session.
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Repeatedly visiting the ATM during a gambling session.
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Gambling from the time a venue opens until it closes.
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Being preoccupied with gambling to the point of neglecting other responsibilities.
Being able to name these behaviours specifically will strengthen your video assessment considerably.
How to Get Your RSG Certificate
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Complete the online course. The course content is available 24/7 through your student portal and takes approximately 6 hours to work through at your own pace.
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Submit your assessments. Record your audio and video scenario and submit them through your portal.
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Receive your Statement of Attainment. Once you pass all assessments, you'll receive a nationally recognised Statement of Attainment for SITHGAM022 Provide Responsible Gambling Services.
Problem gambling causes real harm to individuals, families, and communities, and gaming venue staff are uniquely positioned to provide early, effective intervention. The RSG helps equip you with the skills and knowledge to help, and the assessments are to show you have retained the knowledge.
With the right preparation you'll be well-equipped to complete your assessment confidently and get your certification underway.
