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Basic Lineup for Surveillance Training

I. Staff Orientation for Surveillance personnel A. Casino

• Location of the Surveillance Room
• Time clock (and how to operate)
• Bathrooms, breakroom, lunchroom, parking areas, Human Resources, Payroll offices, other areas vital to most basic functions and staff maintenance
• Location of Security Dispatch (under whatever name)
• Casino entrances, staff and public
• Back halls and where they lead
• Storage areas (Food and Beverage, Slots, cards and dice, etc.)
• Security detention, or local police offices if on-site
• On-site Regulatory offices
• Executive offices
• Forbidden areas
• Cages and Count rooms, vault areas
• Other restricted locations
• Slots  and Table Games areas: change kiosks, games, etc
• Money transport routes, entrances, etc.

B. Surveillance camera and video recording system (concurrent with "A" above)

1. The trainee must first learn how to operate the Surveillance system controls both for real-time observations and reviews.

2. Learn how to operate the system for retention of video coverage.

a. Physical actions

b. Storage locations

c. file-naming protocols

d. recording to physical media such as DVD

e. Still photographs, storage and standards

3. House policy on distribution of media to other departments, local police, etc.

a. Video Review policy for Security, Cage, Table Games, Slots, etc., personnel

b. Distribution of physical media in-house: department heads, Risk Management, Security

c. Distribution of physical media to law enforcement

When can a DVD be passed on for evidence, and when is a subpoena required?

C. Casino Geography: camera locations and numbering systems (concurrent with "A" above)

0. While the trainee is learning how to operate the system, he must also learn critical cameras for the first duties he will perform. At this point he is given a camera map, and briefed on the basics of camera position numbering system.

1. Start immediately making the new staff familiar with cameras that will be used during his first duties. These may include money transport camera coverage, kiosk and table game fills, soft count observations, and many other duties.

2. Acquaint staff with the numbering system for table games, cage areas and slots area cameras, both for specific games and overview and detail shots in the various areas and for specific games.

3. Ensure the new staff member is familiar with specialized areas where he may be called upon to assist, such as casino entrance cameras and back of the house, point of sale, etc.

4. As the trainees' duties expand, ensure they are acquainted with the cameras for all areas.

5. Updates for new construction, new cameras, etc.

D. Surveillance Room Basic Policies (concurrent with "A" above)

1. Attendance policy, lateness and call-off policies

2. Required personnel per shift, and handling

3. Required activities

4. Forbidden activities for surveillance personnel

5. Handling of internal communications (email, etc.)

II. Communications within the casino A. Casino Email B. Phone system and policies

1. Operating the local phone system (hold, call transfer, etc.)

2. Cell phone policy

C. Radio Communications (Security, Slots, Player Club, Housekeeping and Maintenance, etc.)

1. Radio protocols, and radio shortcuts (10-codes, or local equivalent)

2. Forbidden topics over the radio

3. Sensitive topics, and handling (such as fire, smoke, accident, armed robbery, etc.)

III. Surveillance and Security Reporting A. How to use the reporting system: Daily Log entries, required reporting of Surveillance activity B. Incident Reporting

1. When an incident report is required

2. Required information

3. Distribution

4. When a verbal or telephone notification is required, and to whom

5. Incident Report formats, references to other reports, etc.

C. Saving video and photo evidence with reports

1. File naming protocols

2. What video and pictures must be retained, with what reports

3. When other media (such as DVD copies) must be created

4. Requirements for checking out evidence to Security, police, Risk Management, other department heads, etc.

IV. Other Surveillance Procedures A. Required coverage for incidents B. Required coverage for real-time observation of potential incidents C. Notification procedures: review and reinforce who must be notified in what circumstances, both within and outside the department D. Contingency plans for

1. Natural and man-made disasters (fire, HAZMAT, storm, earthquake, flood)

2. Injuries and accidents, illegal activities, terrorist activities, fights, etc.

3. Surveillance system failures, partial and full

V. Gaming regulations and Company Procedures A. Cage

1. Access controls

2. Key controls

3. Discrepancy handling (cash-drawer variances, etc.)

4. Alarm responses

5. Cashier procedures

a. Chip and cash handling and counting procedures

b. Beginning and end shift cashier procedures

c. TITO procedures

d. Other transactions (cash advance, credit applications, safe-deposit, etc.)

6. Chip Fill and Credit procedures

B. Count Room

1. Access controls

2. Key controls

3. Drop and count procedures

4. Chip and cash handling procedures

5. Machine operation and maintenance

6. Procedures for routine and emergency breaks

7. Counterfeit cash procedures, including Surveillance response

C. Slots

0. Chain of Command in Slots Operations

1. Jackpots

a. Required personnel for authorization and payout

b. Surveillance notifications and procedures

c. any override procedures for the Slots computer system

2. Required coverage

3. Alarm responses

4. Notifications beyond Surveillance: Security, state or tribal regulatory, executive

5. Key controls

6. Drop and count procedures

7. Change and redemption kiosks

a. refill procedures

b. required personnel for discrepancy handling: short-pay claims

8. Surveillance patrols and routine observations

9. Machine moves and replacements

10. Slot tech procedures (key controls, EPROM controls, etc.)

D. Table Games Operations

0. Chain of command

1. Game rules and game protection procedures, including chip and money handling

a. Blackjack

b. Dice

c. Roulette

d. baccarat

e. "Carnival games," including poker variants and others

f. Pai Gow Poker, Pai Gow, Sic Bo, Big 6, any other games the casino runs

2. Handling procedural violations, including prevention of cheating and theft

3. Detecting external and internal cheating and theft

a. Cheating methods (general)

b. Cheating methods (game-specific)

c. Detection

4. Advantage play, including money management and specific advantages by game

5. Table Games supervisors rules and procedures (dealer call-out responses, etc.)

E. Security

0. Chain of Command in Security, including notification levels

1. Fixed position operations (Security Podium, Dispatch, etc.)

2. General operations: duties and responsibilities

a. Shift managers and "leads" or "supervisors"

b. Posted officers (names of positions) and rotation schedules

c. Roaming officers

d. Mobile units (vehicle)

e. Required escorts (money, technicians, etc.)

e. Other

F. Player Club (marketing)

1. Access to and system operation (if allowed in jurisdiction and property)

2. Chain of command, including data access when needed

3. Procedures for such items as Slots Free Play

G. Food and Beverage (if applicable)

1. Chain of Command

2. Cash register operation

3. Comps procedures

4. Override procedure

5. Variance procedure

6. Storage access for liquor/tobacco/high-ticket items

VI. Other Surveillance Tools

• Teamwork with Internal Audits
• Teamwork with other departmental management (Security, Table Games, Slots, Cage, etc.)
• Player Club information (Casino Player database)
• Information sharing with other casinos

o   Casino policy on what can be shared

• Networks (corporate between casinos, SIN, Griffin, local and wider networks, personal contacts, etc.)

o   System operations VII. Liaison with Law Enforcement A. Gaming Regulation B. State Police (or local equivalent) C. Local Police