Gaming Agent Supervisor

Gaming Agent Position

Under general supervision from the CRA Regulatory Operations Manager, plans, manages, coordinates and oversees the daily activities of the Gaming Agent staff on assigned shift. Monitors gaming operations and ensures Casino and Gaming compliance with all Federal, State, Tribal and SRPMIC gaming laws and regulations. Assumes Gaming Agent Manager duties in their absence. This job class is treated as FLSA Non-Exempt and will require being able to work on all shifts, on all days of the week.

Essential Functions: (Essential functions may vary among positions, but may include the following tasks, knowledge, skills, abilities and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.)

Supervision: Oversees assigned staff, monitors casino floor, observing customers and employees for compliance with gaming regulations and casino management practices, policies and procedures.

• Plans, manages, and oversees all related day-to-day shift activities.
• Assigns, coordinates, schedules and reviews work of staff.
• Maintains working files on employees and oversees preparation and accuracy of time cards and payroll documents for staff.
• Responsible for timely and proper completion of performance evaluations.
• Attends staff meetings to assist in resolving issues that arise. Monitors log sheets and incident reports.
• Checks employees licenses as well the gaming equipment.
• Monitors customers and employees to ensure no fraudulent activities, including use of illegal gaming devices.
• Monitors and enforces casino and Gaming Agent shift staff for compliance with SRPMIC Ordinances.
• Monitors casino for any physical hazards or acts/omissions which would jeopardize safety of patrons and/or employees.
• Monitors money transfers and cash drop procedures.
• Ensures that all suspicious activities and or violations are promptly reported.

Training: Trains employees on gaming rules, regulations and other applicable requirements.

• Provides hands-on training experiences for new hires regarding floor surveillance, liquor violation, video surveillance and a variety of investigative practices and techniques.
• Ensures staff are properly trained in the operation of surveillance equipment, including but not limited to monitors and surveillance room equipment.
• Assists assigned staff in the detection and reporting of regulatory class III gaming compliance standards, SRPMIC ordinances, State/ Tribal gaming compact, laws and regulations.
• Provides expertise and guidance on proper techniques in detecting cheating in casino games or unusual, irregular or illegal gaming activities.
• Performs unannounced surveillance and monitoring visits; reviews all logs and incidents. May participate in investigations of violations of Casino policies/procedures and Gaming Compact/National Indian Gaming Act.

Leadership: Provides guidance, support and direction of staff.

• Meets with management regularly to ensure communications integrity of Casino Operations.
• Performs audits continuously during shift, to all public and secured areas of the casino.
• Conducts briefings and manages the day-to-day activities for assigned staff.
• Conducts regular staff meetings to ensure staff are kept informed of operations.
• Mentors and coaches to improve staff productivity and correct deficiencies in work performance.
• Monitors staff effectiveness and recognizes achievements.

Evaluation and Reporting: Reviews and prepares various reports for accuracy and completeness to ensure compliance with gaming regulations and casino internal controls.

• Reviews security reports, personnel reports, and observation reports for compliance with regulatory standards.
• Prepares summary reports for appropriate regulatory agency (SRPMIC, State, Federal).
• Prepares investigation reports for review by CRA Regulatory Operations Manager
• Prepares incident reports for any violations and reviews incident reports for correct citations, accuracy and completeness.
• Conducts interviews of disputes and complaints; gathers evidence, fact, witness statements and surveillance video recordings. Recommends corrective action for violations and ensures complete investigations of patron disputes.
• Conducts follow-up investigations as indicated and reviews preliminary reports of Gaming Agents
• Reports any violations to Arizona Gaming Agency within 48 hours
• Reports and documents observed/detected irregularities in cash cages, vault areas and all departments.
• Interfaces with CRA Regulatory Operations Manager and Federal, State and SRPMIC regulatory officials.
• Establishes and maintains computerized record-keeping, as well as hard copy files; creates and maintains files, documents and records related to investigations, including issues regarding casino internal controls, financial or compact/ordinance alleged violations.
• Maintains records on potential problem areas to ensure maximum protection of the public interest in the integrity of gaming activities.
• Monitors systems to prevent improper or unlawful conduct in the course of gaming activities.
• Maintains possession and control of slot machine computer access keys and tamper-proof tape.
• Performs other job-related duties as assigned to maintain and enhance program and agency operation. Meets the attendance guidelines of the job and adheres to departmental, regulatory, and tribal policies and procedures. Attends all required meetings and training as required.

Knowledge, Skills, Abilities and Other Characteristics:

• Knowledge of the culture, customs, traditions, history and government of the Salt River Pima-Maricopa Indian Community.
• Knowledge of all gaming procedures and standards of operations.
• Knowledge of casino and gaming laws, rules, regulations, ordinances, policies and procedures.
• Knowledge of casino internal controls, operational procedures, gambling and gaming practices, equipment and devices, including knowledge of Class III games played.
• Knowledge of basic law enforcement principles, practices and procedures, and investigation principles and practices.
• Knowledge of security and communication systems (i.e., NVR, CCTA, camera, monitors, two-way band radios, and paging systems.)
• Skill in establishing and maintaining effective working relationships with Federal, State, and tribal regulatory agencies, vendors, law enforcement agencies, co-workers and the general public
• Skill in preparing and maintaining reports and documentation necessary for compliance audits.
• Skill in written and oral communications necessary for training, report writing, documentation, explanation of practices, policies and procedures.
• Skill in observing/monitoring employees and customers for compliance with gaming regulations internal controls, and management practices.
• Skill in applying public relations/customer service techniques in responding to inquiries from a wide variety of sources
• Skill in defusing potentially disruptive situations without negative impact on staff and customers.
• Ability to walk, stand, sit for long periods each workday.
• Ability to interact with a diverse group of people in a professional manner in order to resolve problems related to assignments
• Ability to supervise and maintain good working relationship with staff and other Tribal Gaming officials
• Ability to use personal computer and related software (such as: MS Word, Excel, D3) to maintain records and create timely, meaningful reports.
• Ability to properly operate two-way radio and to appropriately conduct surveillance activities.
• Ability to utilize tools of the trade such as computer, calculator, gaming devices, Kobetron, and surveillance cameras.
• Ability to use close, distance, color, peripheral vision, depth perception or ability to focus on objects.

Minimum Qualifications:

Education: An Associate's degree in Gaming, Business, Law Enforcement or other closely related field. Experience: Three (3) years full-time experience in law enforcement, investigations, surveillance, security, or gaming operations; OR any combination of academic education, professional training or work experience that include one (1) year experience in a lead or supervisory level which demonstrated the ability to perform the duties of the position. Requires broad knowledge of casino games, rules, and procedures.

Equivalency: Any equivalent combination of education and/or experience that would allow the candidate to satisfactorily perform the duties of this position, will be considered. Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill.

Special Requirements:

• Requires being able to work on all shifts, after normal work hours including non-standard hours in evenings or weekends and holidays.
• Employment is contingent upon successful completion of an extensive background check and drug screening.