JM - Selection

Retail - SSBT

SSBT in FocusModule 1 - The Basics

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Trainee Assistant Sales Manager

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Where you see these symbols, please click the icon to learn more.

During this module we will look at the basic's of the SSBT terminal including -

• Facts & Figures
• Unique Selling Points
• Paying out a winning bet
• Loading credit on the terminal
• SSBT 5K Payout Process
• Changing till rolls

SPECIAL OFFERS – The 2 main offers currently available are Acca Boost and Acca Insurance, more will be added in time. We use these offers to promote different markets or events and to compete with other operators for market share.

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Facts & Figures

A quick summary of some important information

Maximum Stake on a bet is £2500

Minimum Total Stake on an SSBT bet is £1

The bet settlement Rules on the SSBT are different from over the counter

Combination bets can be placed with a minimum unit stake of 50p

Credit can be remote loaded by Cash or Card at the counter –up to £1000 at a time. Maximum Pay-out on a bet is £200,000

The odds offered on the SSBT are different from over the counter

You need a Reference for any winning SSBT bet of £5000+ the bet will locked and the customer will need to provide ID.

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UNIQUE SELLING POINTS OF THE SSBT

Our SSBT’s offer some great features that will appeal to many customers, the main USP’s are listed below and will be explained in more detail later in the training.

Mix & Match

RETURNS CALCULATOR

BET IN-PLAY

Cash Out

SPECIAL OFFERS

Match Acca

Football is our most popular sport on the terminal accounting for 75% of total business. Let's explore this area further by pressing the icon on the top row and look at ways the customer can navigate to a 'Premier League coupon' or to a specific match of their choice.

SPECIAL OFFERS – The 2 main offers currently available are Acca Boost and Acca Insurance, more will be added in time. We use these offers to promote different markets or events and to compete with other operators for market share.

BET IN-PLAY – 36% of our SSBT turnover is in-play, it is an important part of the business as it gives us a way to compete with online operators. It is also a growth area and not likely to affect our over the counter business levels.

MATCH ACCA – Customers can place an accumulator of several selections in one Football match, using the Match Acca function. Very popular for live TV games and another way for us to compete with online operators.

CASH OUT – A major success with online operators, customers like the option to Cash Out a bet in-running. The Cash Out function on the SSBT means customers can take advantage of this in a retail betting shop.

MIX & MATCH – On the SSBT it is easy to mix selections from different “coupons”, compared to over the counter where a customer can only choose a Long List or Goals Galore coupon, for example.

The potential returns of any bet will always be displayed on the place bet button at the bottom of the bet slip. As a customer adds or removes selections from the slip the potential returns will be updated - keeping the customer aware of how much potential profit that last selection will gain them!

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PAYING OUT A WINNING BET

Take the winning bet to the counter to be paid out in cash.

To collect any remaining balance press “PAY OUT”, this will print a Value Ticket, that can be taken to the counter to collect the cash.

Scan the barcode at a terminal to add the amount to the Terminal balance. Further bets may then be placed.

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Paying a bet over the counter

The bet will be displayed and from here you will have three options; 'Payout' 'Cancel' and 're-print'

Bets of up to £20 can be cancelled, up to 10 minutes after the bet was placed. To cancel a bet after this time or for bets over £20 – contact BETFRED SECURITY. If any events on the bet have started, the bet can’ not be cancelled

Scan the bet on the Back Office and check that the “Amount to Pay” is showing and then click Pay Out

Click OK on the next box that appears, no details need to be entered here. The bet can now be paid out. The final step is to complete a till transfer to account for the payout. Go to -CASH MOVEMENTS >> BETTING MACHINES >> BGT WINNING TICKET PAID Enter the Amount – and the last 6 digits of the Betting Ticket as the Reference number.

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Loading credit to the terminal

Black = Idle Green = In use

To load credit onto the terminals, first you need to access the back office (Artemis) and click on 'Shop View'

Once in 'Shop View' you will see all terminals in your shop and the current Balance if there is one.

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Click on the Terminal you wish to credit - make sure you are aware which they are, as they are not always in A, B, C, D order, both in the shop and on Artemis.

Remote Load credit

The terminal is in black to indicate that it is idle. To load credit to this terminal click the terminal and a pop up will appear

Terminal in use with a £2 balance. The terminal is in green to indicate is is in use.

IMPORTANT! –Be very careful when using remote load, as the transfer is processed as soon as the button is clicked- there is no confirmation stage.

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Remote Load credit

Once you have selected the correct Terminal, Enter the amount and click

It may take up to 1 minute for the transfer to register.

Check that the customer has seen the credit appear on the terminal.

You can also move credit from the Terminal back to the TAC by pressing “Transfer to TAC”

IMPORTANT! –Be very careful when using remote load, as the transfer is processed as soon as the button is clicked- there is no confirmation stage.

When a customer places a bet(s) on the SSBT, has any bet that returns £5,000, or produces a value ticket of £5,000 or more, the bet will be locked until the customer provides ID. Once a customer has provided satisfactory ID and it is logged, they are not required to provide it again. Any bet that returns £5,000 or more, OR a value ticket is created for £5,000 or more, the ticket will be locked preventing payment at both the counter and at the terminal. You must inform them that you are required to request ID with their name and address, before the ticket is paid. When the customer provides ID the customer details must be entered on the portal. If asked why you are recording the details, you can inform the customer that this will prevent him being asked for ID in your shop again.

SSBT 5K Payout Process

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Contact Payment References and inform them that you have received ID and ask for the bet to be unlocked for payment. Payment References will add a note to the ticket stating Staff have acquired ID Once Payment References confirm the ticket has been unlocked, scan the ticket and pay the customer by the same payment used to pay for the bet i.e Debit card /cash.

Contacting Payment References

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Proceeds of Crime

Preventing gambling from being a source of crime or disorder, being associated with crime or disorder or being used to support crime

Hover over the icons below;

Money Laundering; Money laundering takes many forms. Fundamentally it is money accumulated from crime that is integrated into our business and returned to the customer as what appears to be a legitimate source for said funds.

Tax Evasion; If a customer owns a business and takes cash payments from the business and integrates them into our shops. Any winnings or funds returned to a personal bank account by this method may be tax evasion, as the money generated from their business is no longer associated with it. These funds look to have come from Betfred when paid into their account.

Stolen Debit Cards; If a debit card has been stolen and is used to fund gambling this is a proceed of crime.

Funding Gambling from Crime; This could be through any activities that are illegal and generate an income for an individual and is commonly recognised when a customer spend is more than your knowledge of their source of funds. This is known as 'Criminal Spend' or 'Criminal Lifestyle'.

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What Could be Reported as an ISAR

Anything you feel is suspicious should be reported on the shops portal as an internal suspicious activity report (ISAR).

It is the responsibility of all employees to report suspicion.

Scottish Notes

Scottish Notes - an internal SAR should be logged following a customer spending £100+ in Scottish notes. (outside of Scotland only)

Cash to Card

Cash to Card - customers using cash to gamble and requesting money back to card or vice versa.

Minimal Spend %

Minimal Spend % - depositing large amounts on the FOBTs/SSBTs and printing a ticket with little or non spend.

Low Returns

Low Returns - betting on know non runners or very short prices OTC or SSBTs to guarantee a return,

SSBT Value Tickets

SSBT Value Tickets - customer potentially using high valued, value tickets as a 'wallet'.

Dyed Notes

Dyed notes - use of dyed notes, either OTC, FOBT or SSBT this should be logged as an internal SAR.

Criminal Activity

Criminal Activity - Criminal activity occurring on the premises, for example selling of drugs or counterfit goods.

This is not an exhaustive list

Click on each of the boxes below for more information;

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1) Open the Printer Door. 2) Pull the printer all the way forward (see image below). 3) Remove the old paper roll from the spindle. 4) Place a new paper roll on the spindle. (See Important note below) 5) Push the start of the paper roll into the upper rear of the ticket printer until the paper automatically feeds through.6) The printer must be completely pushed back into the unit. 7) Close the Printer Door.

Novomatic Terminals - Changing Till Rolls

IMPORTANT Use the correct print rolls for Novomatic terminals, these are listed on the Ordering Portal as BF EPIC. Using FOBT print rolls will result in tickets not being cut properly and eventually the printer will break.

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Go For Gold Terminals - Changing Till Rolls

As well as gaining access through the upper door, the printer can be reached by via the front panel using the black key. The most common issues associated with the printer are paper jams and being out of paper

Once the door is open, press the grey button on the left hand side of the printer to open the front hatch.

Clear any paper jams and/or replace the paper roll ensuring that the roll is inserted with the paper coming over the top of the roll. After , if the roll has been replaced the printer prints out a blank ticket, then the paper has been inserted upside down. Once complete the printer hatch can be closed as shown below.

Once complete the printer hatch can be closed as shown below.

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Retail - Complaints & Disputes

Complaints & Disputes

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Trainee Assistant Sales Managers

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Duty Manager DiscretionArea Team

Introduction

It is possible to deal with the most common complaints at shop level by speaking to the relevant department for help and if this is not possible then this should be escalated to your area team to see if they can assist in resolving. With a simple conversation with the customer explaining what the issue and telling them you will do everything you can to try and resolve it. This is good practice and excellent customer service, by just explaining the situation and trying to deal with it before escalation would prevent a lot of logged complaints via customer service. In this section you will be shown how to deal with a customer complaint in the best way possible way for all involved

5 Steps to Resolving Complaints & Disputes

Remaining calm will help defuse situations

Stay Calm

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5 Steps to Resolving Complaints & Disputes

Remaining calm will help defuse situations

Stay Calm

Listen Well

Actively listening will ensure the complainant will know you are being fair and are not trying to dismiss them.

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5 Steps to Resolving Complaints & Disputes

Remaining calm will help defuse situations

Stay Calm

Listen Well

Actively listening will ensure the complainant will know you are being fair and are not trying to dismiss them.

Acknowledge the Problem

Let them know you understand the problem and will do all you can to resolve it.

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5 Steps to Resolving Complaints & Disputes

Remaining calm will help defuse situations

Stay Calm

Listen Well

Actively listening will ensure the complainant will know you are being fair and are not trying to dismiss them.

Acknowledge the Problem

Let them know you understand the problem and will do all you can to resolve it.

Rules are in place to protect the business and our customers. Explain the rules to the customer confidently.

Get the Facts

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5 Steps to Resolving Complaints & Disputes

Remaining calm will help defuse situations

Stay Calm

Listen Well

Actively listening will ensure the complainant will know you are being fair and are not trying to dismiss them.

Acknowledge the Problem

Let them know you understand the problem and will do all you can to resolve it.

Rules are in place to protect the business and our customers. Explain the rules to the customer confidently.

Get the Facts

Only offer a solution that is fair and that you are comfortable with after investigating the facts

Offer a Solution

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Duty Manager DiscretionArea Team

Duty Managers Discretion

At Betfred we want to ensure our customers have the best possible experience every time they visit one of our shops.Currently we have far too many instances where genuine customers leave our shops dissatisfied due a dispute over a bet, even for very small amounts.

Although we have an excellent customer services team, the fact is that as soon as a customer leaves the shop unhappy and feels the need to contact customer services or even IBAS in some cases, it means we have failed. Even if the customer eventually is paid, the chances are we have already lost their goodwill.

The company has decided that Duty Managers will have the authority to issue discretionary payments of £25. If the amount is more than £25 contact your Area Team.

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Did you enjoy your Betting experience

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If the customer is still not satisfied hand them the, Did you enjoy your betting experience today leaflet. Click on the icons below to understand the process.

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Stage 1 Please raise any issues you may have with our friendly shop staff at the time the problem arises. The staff will endeavour to resolve the problem at this first stage. Staff may be required to seek advice from the local management team to resolve the problem. Most complaints will be dealt with quickly this way.

Stage 2 It is not possible to resolve your complaint at this stage you are able to contact our customer service team 0800 032 0878 Or by email customer.services@betfred.com Our customer service team will record all the details, let you know who will be dealing with the problem and when you expect a response by. However if we cannot solve the problem and we deem it necessary we will escalate the problem to the next stage.

Stage 3 At this stage the issue will be passed on to the head of customer service for full final internal ruling. This ruling will take into account all of your comments as well of those of the shop management team. You will be informed of this decision in line with the time scale given and the format agreed

Stage 4 If the complaint relates to a Betting dispute and, after the following process procedure outlined above, it is not resolved to your satisfaction you have the right refer to the dispute to the Independent Betting Adjudication Service, (IBAS). Betfred will issue you with a deadlock reference number and will support this process by responding fully to any information requirements that IBAS make in order for their independent panel to make a judgment and Betfred will abide by the decision reached by IBAS. All such decisions are passed to our regulator the Gambling Commission

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IBAS

The Independent Betting Adjudication Service (IBAS) is an Alternative Dispute Resolution (ADR) service, approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators and their customers, after the customer has completed the operator's own internal dispute procedures and where a deadlock still exists.

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Thank you for taking the time to complete this training. If you have any further queries please contact a member of your area team. Click on the button below to complete the sign off for this training.

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Retail - Security Manual

Security Manual

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Trainee Assistant Sales Manager

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There are many aspects of Security within a shop, most of which are the responsibility of the Shop Manager and Shop Team; others are governed by external influences. Whilst actions such as money laundering and criminality are the first things that come to mind in this context it is equally important that we take actions to prevent our shops being the target of crime, the venue for the crime or the source of the crime. For these reasons the policies and procedures outlined in the Company Security Manual have been introduced to protect you and to protect the Company. If all the policies and procedures are followed then we will reduce the number of instances relating to this vital objective, namely robberies, acts of customer fraud and acts of staff fraud. By completing the checks required of you it is not a sign of mistrust of your colleagues it is an act of professionalism that will protect the Company assets and yourself.

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Security Manual LINK

It is the responsibility of all staff to ensure they are aware of the contents of the Security Manual and sign to confirm their understanding. You should also refresh your knowledge on an annual basis. Click the link below to access the Security Manual. Once you have read and understood the contents, complete the accompanying sign off.

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Retail - Money Laundering

Money Laundering

Trainee Assistant Sales Managers

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Retail Guide to Money Laundering and the Proceeds of Crime Act 2002

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Objectives of the Module

To understand what Money Laundering and Proceeds of Crime means

To understand the seriousness of the problem

To give you the knowledge to recognise what you can do to minimise the risks of money laundering in Betfred

All gambling operators have a legal obligation to be alert to attempts by customers to gamble money acquired unlawfully. This could be by using Betfred to 'clean' money, or simply as a leisure activity.

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What is Money Laundering?

Money Laundering was traditionally used to describe the techniques, procedures or processes used to convert illegal funds obtained through criminal activity into other assets, in such a way as to conceal the true origin of these funds so that it appears that the funds have come from a legitimate legal source.

Criminal activity is the expression used to describe anything gained as a result of any crime committed under UK Law. Crimes such as robbery, tax evasion, drug dealing, blackmail, fraud, illegal trading, breaches of H & S Law etc.

It is a major problem, the International Monetary Fund estimates that up to 5% of GDP (a nations total economic activity) is linked to money laundering

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Money Laundering is traditionally broken down into 3 key stages

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STAGE 1 PLACEMENT The physical disposal of criminal proceeds. In most cases the proceeds will take the form of cash which criminals will attempt to place into the system e.g. a drug dealer placing small amounts of money into a bank account or placing a bet on a odds on chance or non runners.

STAGE 2 LAYERING The separation of criminal proceeds from their source by the creation of layers of transactions. It disguises the audit trail and provides the appearance of legitimacy. For example, making numerous bank transfers that make little commercial sense, or continuing to gamble over various platforms and outlets.

STAGE 3 INTEGRATION Once the layering process is completed, often numerous times, the integration places the criminal proceeds back into the economy in such a way that they appear to be legitimate funds, e.g. winnings cashed in and refunded to a card, or a receipt obtained.

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Criminal Property and the Proceeds of Crime

Criminal conduct is the committing of any offence deemed as such under UK law Criminal property includes anyone who benefits in any way from criminal conduct i.e. buying goods known or believed to have been stolen, taking payment for services with money believed to have been gained from criminal activity.

The Proceeds of Crime Act insists that you take personal responsibility for noticing and reporting all instances of money laundering. Important: Money Laundering does not have to include all 3 of the traditional stages, The Proceeds of Crime Act incorporated simple criminal spend; e.g. money made through drug dealing or from a robbery and then used to bet with now constitutes Money Laundering.

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Betting shops are currently subject to the following laws

The Terrorism Act 2000

The Proceeds of Crime Act 2002

Serious Organised Crime and Police Act 2005

The Gambling Act 2005

This legislation is translated and prescribed to us by the Gambling Commission under “the Duties and Responsibilities under the Proceeds of Crime Act 2002” and the LCCP.

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The Proceeds of Crime Act 2002

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Serious Organised Crime & Police Act 2005

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The Gambling Act 2005

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The Terrorism Act 2000

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3 Primary Offences under the Proceeds of Crime Act (can be committed by anybody)

CONCEALING; If you know or suspect that property (Inc. cash) constitutes some ones benefit from criminal conduct, or represents such benefit in full or part, directly or indirectly, then you commit an offence if you conceal, disguise, convert, transfer or remove the criminal property from the U.K.

ARRANGING; It is an offence to enter into, or to become concerned in an arrangement which you know or suspect facilitates, by whatever means, the acquisition, use or control of criminal property by or on behalf of another person. This offence can be committed by simply accepting the proceeds of crime from a customer as stake money.

ACQUISITION USE AND POSSESSION; An offence is committed if you acquire, use or have possession of property you know or suspect constitutes a persons benefit from criminal conduct.

Maximum penalty: a fine and up to 14 years in prison

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Offences under The Proceeds of Crime Act 2002 (for employees): Please note all employees of a company can commit a criminal offence punishable by heavy fines or even imprisonment.

A failure to disclose an offence that is clear by the nature of the title; if you suspect that a person is using the proceeds of crime in one of our shops and you fail to notify the MLRO (Paul Sanders) you may be committing an offence.

Tipping off it is an offence for anyone who knows, or suspects, that a disclosure has been made to take any action this is likely to jeopardise an investigation. An action such as informing the suspect, or an associate, that a disclosure had been made would be a ‘tipping off’ offence.

It is an offence for anyone to conceal, falsify, or destroy any records or documentation that could jeopardise an investigation.

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Examples of Suspicious Activity in the retail betting industry

A customer placing large stake bets in cash on long odds selections, when collecting asking for the funds to be returned to card.

A customer who constantly asks staff for receipts for winning slips.

A customer inserting large amounts of cash into a FOBT, only playing a small amount of credit, cashing out and asking for the funds to be returned to card.

An individual that you know to have just been released from prison for drug distribution/financial crime, is now betting frequently, and with large sums in your shop.

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Examples of Suspicious Activity in the retail betting industry

The above are just a few examples of potential suspicious activity, the list is not exhaustive and an employee is encouraged to report their own subjective suspicions. Sometimes a genuine customer may just bet in a certain manner and is not a criminal all suspicions should be reported to the MLRO (Paul Sanders)

A customer who you know to be unemployed, with no other obvious source of legitimate funds is betting in large denominations.

A customer constantly using large quantities of Scottish/Irish bank notes in the Midlands/South of England with no obvious reason.

A known customer, who usually stakes £5 --£10 is now constantly betting £200 --£300 a race without any obvious explanation.

When a customer asks for returns to be sent to a debit card that is not in their name. An obvious example is if a male has a card with the title Mrs, or a known customer is using a card which you know to belong to a third party

A customer paying for large machine credits with card, playing a small amount of credit and requesting payment in cash.

A customer who always bets in cash, stockpiling winning slips and then requesting payment in the form of a cheque/card refund.

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How you can report suspicion or knowledge of Money Laundering? There are a number of ways…

Contact MLRO Paul Sanders on 07967215975 or at Paul.Sanders@betfred.com. Shop staff: Report on the Compliance section of the portal under PoCA Shop staff: contact your area management. H/O staff: contact your line manager or head of department. All reports to the MLRO are treated in the strictest of confidence. Following an internal report, it is the MLRO’s decision whether or not to report to the NCA (National Crime Agency). On submitting an internal report to the MLRO, an employee has fulfilled their obligations under PoCA and has a defence against a criminal offence.

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Money Laundering: Debit Cards

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Money Laundering:

Debit Cards Money Laundering was traditionally used to describe the techniques, procedures or processes used to convert illegal funds obtained through criminal activity into other assets, in such a way as to conceal the true origin of these funds so that it appears that the funds have come from a legitimate legal source.

Traditionally there are 3 stages to money laundering Placement Layering Integration

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How can Debit Cards be used in our shops to Launder Criminally obtained money?

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When a person uses cash to pay for betting transactions and asks for any returns to be paid back to a debit card.

When a person uses a debit card to place a bet and then asks for payment in cash or by cheque.

When a person uses multiple cards with different names, using one to place the bet and another to collect it. Or when a person uses a business card to place bets.

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When a person places a large cash bet, particularly at short odds or inserts a high volume of cash into a FOBT or SSBT machine with little play in cash then where possible pay any returns in cash. When a person pays for an over the counter bet or loads money onto a FOBT or SSBT machine using a debit card then any returns should be paid back to the same debit card used for the original payment. Always check the name on the card is appropriate to the person placing the bet, for example a male customer using a debit card with the name prefixed with Miss or Mrs. DO not accept cards that you believe do not belong to the person you are serving.The company does not accept business cards, if presented with a business card decline it or contact your Area Manager for further guidance. It is important to remember that not every instance of the above will be money laundering but if in doubt contact your Area team or the compliance department. If you are suspicious of a customer’s actions then always submit a POCA on the shops portal.

How can you minimise the risk of money laundering via debit cards occurring in your shop?

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Some Examples of potential money laundering using Debit Card:

A customer pays for a £1000 bet on a horse priced 1/10 with cash and asks for his £1100 winnings to be paid back to his debit card.

• A customer inserts £500 cash into a FOBT and plays £20 then prints a ticket and asks for returns to be paid to his debit card. In these requests any payment will now appear on a bank statement as winnings from Betfred thus the £500 & £1000 pounds possibly gained from crime now appears clean (legitimate winnings). REMEMBER: Where possible always pay any winnings back using the same payment method used for placing the bets / playing the machine when suspicious.

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Reporting Suspicions/Knowledge of Money Laundering on the portal

Step 1: Go to the Compliance section of the portal and select Reporting & Recording Compliance

Step 2: Select Social Responsibility Report

Step 3: POCA Proceeds of Crime Act

Step 4: Fill in the required details and press save

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Retail - Fire Safety

Fire Safety Awareness

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Trainee Assistant Sales Manager

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How Fire Spreads

Heat Conduction

Heat Radiation

Direct Contact

Restricting or preventing these elements will reduce the risk of a fire starting and becoming uncontrollable

Heat generated by fire can travel through the structure of the building by heating up other areas in the premises. This has the affect of potentially starting new fires.

Much the same way as room heaters radiate heat out to warm a persons room. Fire radiate heat out heating up the surrounding objects.

Combustible or flammable materials which come into direct contact with flams can cause fire to spread.

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Index

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Elements of Fire

What is smoke?

Spotting fire Risks

Extinguishers

Escape

Causes of a fire

How a fire spreads

Classes of a fire

Spotting hazards

You can return to the index wherever you spot this button

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Starved of Oxygen Fire needs oxygen to burn, by removing the oxygen the fire will stop.

Fuel All fires need a fuel to burn, by removing the fuel there will be no fire.

Heat Removing the heat from a fire will slow it down until it stops burning

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Elements of Fire

A fire requires the presence of 3 elements to occur, this is often referred to as the fire triangle.

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Sources of Fuel - Wood, Paper, Textiles - Furniture & Upholstery - Flammable Liquids - Waste - Virtually Anything

Sources of Heat - Naked Flames - Smoking Products - Electrical Apparatus - Hot Surfaces & Sparks - Chemical Reactions

Sources of Air - Air Conditioning/Ventilation System - Windows and Doors - Oxygen Tanks/Cylinders - Medical Use Apparatus

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Causes of Fire

Faulty electrical equipment/wiring

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Causes of Fire

Faulty electrical equipment/wiring

Accidental

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Causes of Fire

Faulty electrical equipment/wiring

Accidental

Carelessness

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Causes of Fire

Faulty electrical equipment/wiring

Accidental

Carelessness

Wilful Intent

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Causes of Fire

Faulty electrical equipment/wiring

Accidental

Carelessness

Wilful Intent

Unforeseen circumstances

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What is smoke?

Smoke is a toxic gas created when there is not enough oxygen to burn the fuel sources completley. It travels quicker than fire, main killer in indoor fires, 75% of all deaths.

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How Fire Spreads

Heat Conduction

Heat Radiation

Direct Contact

Heat generated by fire can travel through the structure of the building by heating up other areas in the premises. This has the affect of potentially starting new fires.

Much the same way as room heaters radiate heat out to warm a persons room. Fire radiate heat out heating up the surrounding objects.

Combustible or flammable materials which come into direct contact with flams can cause fire to spread.

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Fire Risks

Heat Conduction

Heat Radiation

Direct Contact

How many potential problems can you spot in this picture?

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Fire Risks

Heat Conduction

Heat Radiation

Direct Contact

Did you spot all 4? Click on each number to find out more

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Wet socks on top of a heater which quite clearly says 'Do Not Cover'. Once dry the socks could quite easily ignite.

This colleague is creating a fire risk by throwing so much paper around. Paper is great fuel for fire, so if one of the socks did ignite it could fall down and set the paper alight.

This colleague is objecting to the smelly socks by spraying air freshener at them. Aerosols contain highly flammable gases; if one of the socks were to ignite, the jet of spray could carry the flame back to the can, which could then explode violently in her hand.

This colleagues efforts to get some air into the office means that she's propped open a fire door. Fire doors are designed to always shut automatically as they stop the spread of fire. They should never be held open; an open fire door is an ineffective fire door.

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Classes of Fire

Fires are classified into 6 groups:

SolidsPaper, Wood, Plastic etc

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Classes of Fire

Fires are classified into 6 groups:

Flammable LiquidsParafin, Petrol, Oil

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Classes of Fire

Fires are classified into 6 groups:

Flammable GasesPropane, Butane, Methane

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Classes of Fire

Fires are classified into 6 groups:

MetalsAluminium, Magnesium, Titanium

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Classes of Fire

Fires are classified into 6 groups:

ElectricalCables, Equipment, Appliances

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Classes of Fire

Fires are classified into 6 groups:

Cooking Oils and Fats

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What did you remember?

Match the fire type to the correct classification

Flammable Liquid

Vegetable Oil

Wood

Class A

Class B

Class F

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What did you remember?

Did you get it right?

Flammable Liquid

Vegetable Oil

Wood

Class A

Class B

Class F

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Extinguishing Devices

Extinguishing devices are a necessity, and in some cases a legal requirement where there is a level of risk.They can be fixed or portable, as with all equipment they require regular maintenance. If an extinguisher is missing or damaged you must immediately report this to your manager.

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Types of Fire Extinguisher

Review the below extinguishers for their purpose and method of use:

Carbon Dioxide Extinguishers Can be identified by a BLACK colour zone The can be used for Class B and Electrical fires. These work by removing the oxygen and starving the fire. Never use in a confined space Never hold by the horn (ice will form)

Foam Extinguishers Can be identified by a CREAM colour zone. They can be used for Class A and Class B Fires Works by smothering the fire, preventing oxygen from fueling it. Never use on live electrical equipment

Wet Chemical Extinguishers Can be identified by a Yellow colour zone. They can be used for Class A and Class F Fires Works by cooling and removing oxygen.

Water Extinguishers Can be identified by a Red colour zone. They can be used for Class A Fires Works by reducing the heat from the fire. Never use on live electrical equipment or burning liquids

Dry Powder Extinguishers Can be identified by a Blue colour zone. They can be used for Class A, B, C & Electrical Fires Works by removing oxygen and starving the fire. Never use in a confided space. When discharged they can cause excessive mess

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Using a Fire Extinguisher

When you need to use a fire extinguisher remember the acronym: P.A.S.S

P

S

S

A

Click on each letter to see what it means

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What did you remember?

Drag the correct extinguisher(s) to the fire

Coardboard Boxes

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What did you remember?

Did you get it right?

Coardboard Boxes

Electrical

Furnature

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Hazards

Heat Conduction

Heat Radiation

Direct Contact

How many potential Hazards can you spot in this picture?

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Hazards

Heat Conduction

Heat Radiation

Direct Contact

Did you spot all 8? Click on each number to find out more

1

2

3

5

8

7

6

4

This colleagues plant care is causing him to splash water onto a nearby electrical socket. This could cause a spark that could begin a fire, or could cause him to receive a serious electric shock.

This colleague has knocked some correction fluid at the edge of his desk and it's dripping onto his computer. Correction fluid is one of many office products containing highly flammable liquids, which could ignite on contact with a hot surface.

This colleagues jacket is on the back of her chair, which is right up against the heater. Such close contact with a heat source could cause her jacket to ignite.

The automatic door closer on this fire door is broken. The company needs to get this mended or replaced straightaway so that the fire door can do its job.

The fire exit is partially obstructed. If people needed to use the exit in a hurry, someone could trip over this obstruction and sustain injury. This in turn could prevent others making a timely escape from the building.

The fire exit sign is partially obscured by something tacked over it. If someone were looking for an exit in a hurry, they may not know where it is.

This electrical socket has been dramatically overloaded . A single socket is just not capable of carrying this much demand safely. A good rule to follow is one plug to one socket.

This desk is covered in paper. Not only does she make it hard for her to work, it's a great source of fuel if a fire were to start.

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Escape

In the event of a fire it is vital for all employees to fully understand the evacuation procedures and know where to go in a timely fashion. All buildings must display signage leading to the closest Emergency Exit, you should familiarise yourself on the exits closest to you.

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Assembly Point

The Assembly Point is a place where evacuees can be protected from an emergency until they can be rescued. Your mentor will let you know where your assembly point is during your guided tour of the shop!

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Layout and Route

Ensure you understand the layout and routes out of the building, these details can be located on Fire Action Notices, these will be located near to the emergency exits.

Ensure you are familiar with these for the area in which you are working.

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Emergency Lighting

Emergency lighting should automatically illuminate in the event of the mains electricity failing, with the purpose of providing a visible route in the event of an emergency. Different light levels may be required, dependant on business activities at the premises or the people in occupancy.

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Next Steps

Sign off

Index

Can you please use the button below to confirm that you have read and understood this training?

You can revisit any element of this training by visiting the index and clicking the relevent page number

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Retail - Safe and Insert

Safe and Insert

Trainee Assistant Sales Manager

Start

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The majority of safes are fitted with a digital combo-guard lock that is operated by pressing six digits on the keypad. You will notice that these locks require batteries to operate them successfully; only DURACELL alkaline batteries should be used.

Throughout the estate we use free standing safes which are supplied and maintained by an independent contractor.

Safes

If the battery happens to lose its charge and the door will not open, you should set the timer as normal, however when the lock bleeps, hold a new battery against the terminals on the outside whilst you open the lock. The batteries located inside the door should now be replaced

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Please note: You must only attempt to change a combination with the safe door locked in the open position in case a mistake is made. Full details are available on the portal.

Changing safe combinations

Combinations should be changed on a regular basis, or when staff leave the company.

If you do need to make a change then, whenever possible, change the combination prior to opening just in case you experience any problems.

For comboguard locks, the combination can be changed as follows:

1. Enter six zeros

2. Enter existing number once

3. Enter new combination twice

4. Enter new number again and the lock will open

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All safes must be kept locked at all times during the day, unless you are checking or transferring cash or paying out a customer, it is the duty manager’s responsibility to ensure that company cash is secure whilst maintaining a balance for good customer service.

Shops with two inserts should use the bottom insert to store Gaming Machine keys. It is also recommended that you use this insert to keep your change bag in as an extra security measure.

The safe and insert must remain locked at all times unless you are removing money for banking purposes, if you have a large payout or if you are doing a Safe/Insert declaration. In all instances, the safe and insert should be immediately re-locked.

You will find a “post-box” slot at the top which must be used to deposit notes, whilst the insert remains locked.

The maximum cash holding in the outer safe is £600, all other monies must be retained in the safe insert.

Whether your safe has one or two inserts, the top insert is used for storing excess notes and change as well as important documents etc.

The majority of safes are fitted with lockable inserts and must be used in accordance with the following policies and procedures.

Inserts

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All Safes and Inserts must be kept locked at all times.

During trading all excess notes and change must be kept locked in the Inserts.

Company policy in this respect is clear

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Retail - Staff Betting Policy

Staff Betting Policy

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Trainee Assistant Sales Manager

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Staff Betting is defined as “Staff betting on their own; or on anyone else’s behalf, through another person, or placing bets other than bets accepted across the counter from customers”.Gambling on any Gaming Machine including Self Service BettingTerminals in our shops, or participating in any form of betting &gaming with Betfred over the telephone, via the internet, via mobile phone technology or at a racecourse.

Staff Betting

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Employees must not bet whilst on duty, unless specifically directed to do so by a Divisional Manager for legitimate business purposes (e.g. for testing or training). Any betting activity should be restricted to the employee’s own time and during authorised breaks and only with betting organisations other than those within the Betfred Group: Betfred Shops, Betfred.com/mobile or associated companies. You are not allowed to bet with Betfred via any means at any time which includes FOBTs and SSBTs or any online products.

Work & Betting

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Retail - FOBTS

FOBT's in Focus Part Two

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Trainee Assistant Sales Managers

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The FOBT menu pages are designed to make it effortless for customers to find the games they want to play. Customers want to be able to locate the product they want in the quickest time possible and to achieve this we have tabs that will take a customer to their game without them having to sift through every game in order for them to find their preferred choice. The menu screen is our shop window and it is reviewed periodically with games being strategically placed to benefit the business.

FOBT MENU PAGE

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You will notice that new content will always be in a prominent position so that we can raise awareness of the new games and popular games are the easiest to navigate to because the majority of our customers will want to play these games. It is important that you too also know how to navigate around the menu screen so you can quickly find different games. If a customer needs assistance, then we need to act to help sustain the effortless journey that a customer wants to go on when finding a game, they want to play. You will only be able to gain this knowledge by spending time navigating around the menu. You will begin to recognise were new content and popular games are placed and you will also become comfortable finding other types of games in the different menu tabs that are available.

FOBT MENU PAGE

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The shop FOBT dashboard is your one stop source for information about your shops machine business. The dashboard will give you information about your customers, what games they like to play and much more. The information is updated overnight so that it is up to date and relevant. You can also compare what is happening in this current period to the previous period so that you can act on any changes that is occurring in your shop. You can gain access to your shops FOBT Dashboard in the FOBT section on your shops portal or by clicking the shop FOBT Dashboard image on the right. If you do this now you can familiarise yourself with the layout of the FOBT dashboard and check out your shops top 5 casino and slot games while your there.

SHOP FOBT DASHBOARD

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Slot games can be played at different stakes from as little as 20p to a maximum of £2. Each slot game has different characteristics that appeal to different customers. There are 4 different characteristics that are called ‘Content Types’, they are;

Slot Games

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Each game that we offer has different themes, characters, colours and sounds and all these characteristics are visible to the player. There is another difference between games and this one isn’t visible; it is the games prize distribution type. Prize distribution refers to how often a prize is distributed to a player. The distribution of prizes will vary between games as will the size of the prize. We have classified games into three different categories by using the size of the prizes that are typically awarded and by the frequency of when those prizes are awarded.

Prize Distribution Type Why Is This Relevant?

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Smaller wins, more often – These games award customers small prize amounts and they happen more often than other games. The customer does not go on long losing runs and instead experiences lots of small wins. Medium wins, quite often – This type of game awards medium sized prizes that are awarded quite often. The customer experiences good sized prizes but the customer may have endured a few losing spins before that win occurs. Large wins, less often – This category of game typically awards the biggest prizes, but they don’t come in as often. The customer may not achieve any wins for long periods but when they do it is usually for a large amount.

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Knowing the different prize distribution types allows you to recommend the right game to a customer. In any retail environment it is important to establish what the customer wants and then match the right product to that customer’s needs.

Prize Distribution Type Why Is This Relevant?

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Let’s see what this looks like in a scenario with a customer. We will call our customer Fred. Fred tells us he enjoys playing slots and what he enjoys the most about slots is watching the screen light up when he achieves a win. This customer doesn’t like spinning the reels and not seeing anything happen instead he likes to be entertained with every spin. We can confidently say that Fred would not like ‘Large wins, less often’ games because although Fred could see large wins light up the screen it may take a long time for Fred to achieve that big win and in the meantime not much is happening in terms of pay-outs. Instead Fred would love ‘Small wins, more often’ games because Fred would be witnessing little wins lighting up the screen more often than any other type of game. In this example you can see that if Fred plays the wrong game, he would not have had an enjoyable experience and may ultimately not play on our terminals again as he’ll have the opinion that our games aren’t any good. Alternatively, if we recommend the right game then he will absolutely love his experience, he would have found a game that caters for what he wants, and he’ll remember that game the next time he wants to play.

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You can find overviews of the different games in the Machine Documents section on your shops portal. These overviews will give you key information covering all the topics you have learned. The game information sheets cover; • Game Type (Easy Play, Free Spins, Bonus, Pots) • Prize Distribution Type (Small, Medium, Large) • Game Feature Information • £2 Staking Benefit • Key Selling Points

Game Information Sheets

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There is also another category of games called Casino, games in this category are made up of roulette games that can be played from stakes of £1 to a maximum of £2. At Betfred a selection of roulette games come with a feature called Spin- Bar. The Spin-Bar allows the customer to place up to 3000 chips on the roulette board. Spin Bar Roulette Spin-Bar Roulette has a maximum stake per spin of £2. The customer will place chips on the roulette board and if the roulette ball successfully lands on their number then they will win a multiple of the chips that they have on that number.

Casino

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Spin-Bar Roulette allows the customer to place up to 3000 chips. To do this the customer will place chips on the board. If the customer doesn’t place more than 200 chips then they are guaranteed a spin of the roulette wheel. The Spin-Bar feature consists of a bar that is coloured green and red, the more chips a customer puts on the board the bigger the red segment of the Spin-Bar will go. The customer will then run the Spin-Bar feature and if the Spin-Bar arrow lands in the green zone they will get that spin with their chip values in play. If the Spin- Bar arrow lands in the red, then the customer loses their £2 stake.Customers enjoy Spin-Bar roulette because it allows them to play roulette with more chips then they would usually get for a £2 stake. Spin-Bar allows the customer to cover all their favourite numbers and win the maximum prize that can be won in a single spin which is £500.

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BACK OFFICE PC (BOPC)

This allows you to check at a glance the status of each terminal, depending on it’s colour:

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White – terminal is in Live mode and functioning as normal Grey – terminal is Not Connected, meaning it can’t communicate with the BOPC. Figures on the BOPC may not be displaying correctly for that terminal Black – terminal has been Disabled either via the BOPC or at the terminal and is not playableRed – terminal is in Management Mode, only used by engineers Purple – the Door Alarm has been triggered, meaning that one of the doors on the terminal has been opened without the terminal having had the administration code entered by a member of staff or an engineer (1 Enter, MIKE Enter). Terminal is not playable Yellow – terminal has been put into Demo Mode via the BOPC, and can only be played using Demo credit Light Blue – terminal has been put into Tournament Mode via the BOPC, and can only be played using Demo credit Orange – the player at the terminal is Logged In using a Betfred Membership

Machine Status

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