essential skills profile facility technician

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ESSENTIAL SKILLS PROFILE

FACILITY TECHNICIAN

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 10

THINKING SKILLS 12

1. Problem Solving 12

2. Decision Making 12

3. Job Task Planning and Organizing 12

4. Significant Use of Memory 13

5. Finding Information 13

WORKING WITH OTHERS 14

COMPUTER USE 15

CONTINUOUS LEARNING 16

OTHER INFORMATION 17

Physical Aspects 17

Attitudes 17

Future Trends Affecting Essential Skills 17

Notes 17

FACILITY TECHNICIAN

Canadian Gaming Centre of Excellence 1

The most important Essential Skills for Facility Technicians are:

• Thinking Skills (Problem Solving)

• Reading Text

• Computer Use

INTRODUCTION

Facility Technicians are responsible for the service and general maintenance of the Casino buildings and utilities.

Facility Technicians are also known as: • Facility Workers

FACILITY TECHNICIAN - 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

Facility Technicians:

• read manuals for the facilities. For example, Air Handling Units computer system handbook, fire system procedures and equipment. (3)

• read blueprints and schematics. For example, to troubleshoot in an area and know where ducts, connections, etc. are located; for making changes in office space. (3)

• read the daily log and e-mail to get their work orders or routine requests, such as escorting a contractor. (1)

• may gather information from textbooks, the Internet and from vendors and contractors. (4)

• consult catalogues to compare prices and materials. (2)

• read reports from outside contractors. For example, report on Sampling or Air Quality done in duct work. (4)

Typical Most Complex

1-3 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

> >

FACILITY TECHNICIAN - 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 or lists.

>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, daily log and checklist.

>> read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more. For example, read work requests and get more information as needed.

>> read tables, schedules and other table-like text. For example, read, extend or modify work shift schedules.

>> create tables, schedules and other table-like text.

>> enter information on tables, schedules or other table-like text. For example, numerical information on rooftop units.

Tasks Complexity

Level Examples


• do load tests to see if equipment is pulling too much amperage’ check warrantee and liability issues. (3)

• read blueprints to check an area before construction work begins. (2)

• read schematic drawings to locate ducts and connections. (2)

• check e-mail to get work orders. (1)

• read the daily log for routine tasks assigned, and initial jobs completed. (1)

• read instructions for installations. For example, lamps. (2)

• read manuals for small engine repairs. (3)

• file a daily “walk around” checklist of routine maintenance tasks. Log pending and completed repairs. Major work needed is reported to the supervisor or manager. (2)

• deal with work requests from other departments and send out requests to other departments. (1)

• fill out purchasing requisitions to go to the manager. (1)

• sign and verify invoices. (1)

• may keep an inventory of tools and equipment. (1)

• keep a service log for work done by outside contractors and monitor the quality of service. (2)

• consult information from MSDS (Material Safety Data Sheets) and WHMIS (Workplace Hazardous Materials Information System). (3)


1-3 3

FACILITY TECHNICIAN - 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

> plot information on graphs (e.g., line, pie, bar). For example, to accompany reports.

>> obtain specific information from graphs or charts.

>> interpret information on graphs or charts.

> construct or draw graphs or charts.

>> recognize common angles such as 15o, 30

o, 45

o and 90

o.

>> interpret scale drawings (e.g., blueprints or maps).

>> make measurements from scale drawings.

> draw to scale. For example, carpentry will submit drawings.

>> read assembly drawings (e.g., those found in service and parts manuals).

> create assembly drawings.

>> read schematic drawings (e.g., electrical schematics). Location of plugs, lighting, dimmer banks, breaker panels.

> create schematic drawings. (occasionally re-design a piece)

>> make sketches.

>> obtain information from sketches, photos or icons.

FACILITY TECHNICIAN - 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


• write in-depth incident reports detailing problems. (3)

• write e-mail progress reports on the status of special projects. (2)

• complete a service log on projects, responding to a request for work. Lay out the plans for a repair. (2)

Typical

Most

Complex

2 3

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

> > >

FACILITY TECHNICIAN - 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


Tasks

Complexity Level

Examples


• calculate the cost of parts. For example, prepare a requisition and calculate applicable taxes. (2)

>> Money Math

2

>> Scheduling or Budget-ing/ Accounting Math

1-3 • keep track of standing purchase order and keep expenditure within limits. (1)

• may calculate GST (Goods and Services Tax) and PST (Provincial Sales Tax) at the end of the year. (2)

• get prices from different sources and compare cost and value. (3)

• may keep tools and parts inventory. (1)

>> Measure-ment and Calculation Math

2 • measure areas and volumes. For example, square feet of carpeting needed, litres of air flow / cubic foot of space. (2)

> Data Analy-sis Math

2-3 • analyze the data produced by computerized monitoring systems. For example, take temperature samples at regular intervals in different spaces over a period of time in order to study how to straighten the curve. (3)

• analyze a computerized monitoring systems printout of alarms given.

• may plot a trend over 15 days using HVAC. (2)

>> Numerical Estimation

2-3 • are often asked to do estimates of time or money for a project requiring quick mental calculation. (3)

• estimate time needed to finish a job and adjust the work schedule in order to finish before opening time. (2)

• determine whether calculations made by computerized system are realistic. (2)

• estimate how much paint is needed to cover an area. (2)

• ask appropriate questions when judging estimates. (3)


(continued)


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

Number Concepts:

Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, calculate a series of areas and give a total.

Integers >> read and write, count, round off, add or subtract, multiply or divide integers. For example, read temperature range.

Rational Numbers - Fractions

>> read, write, add or subtract fractions, multiply or divide by a fraction, multiply or divide fractions. For example, make appropriate drill bit selections; take measurements in the Imperial system; horsepower of motors and dimensions of shafts may involve fractions.

Rational Numbers - Decimals

read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals.

Rational Numbers - Percent

>> read and write percentages, calculate the percent one number is of another, calculate a percent of a number. For example, converting water column to a percentage; calculate humidity; gas valve works at a percentage of aperture. Know the difference between percentage and a scale of 1 to 100.

Equivalent Rational Numbers

> convert between fractions and decimals or percentages, convert between decimals and percentages. For example, when calculating taxes or discounts.

Other Real Numbers > use powers and roots, scientific notation, significant digits. For example, calculate the square footage of carpet in a room. Use significant digits in a building report.


(continued)



Patterns and Relations:

Equations and Formulae

>> use formulae by inserting quantities for variables and solving. For example, diameters, areas of circles, cubic spaces, ratio to scale when mixing chemicals. calculate how many KP of air pressure-filter media. Airflow into an area—how many cubic feet per person (or litres).

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, calculations involving horsepower, amperage, revolutions per minute.

See Use of Documents for information on:

using scale drawings. For example, blueprints of facility maps.

Shape and Spatial Sense:

Measurement Conversions

>> perform accurate measurement conversions. For example, converting from inches to centimeters when interpreting measurements on diagrams.

Areas, Perimeters, Volumes

>> calculate areas, calculate perimeters, calculate volumes. For example, volume of a room, area of a parking lot.

Geometry >> use geometry. For example, calculate the perimeter of a flower bed.

See Use of Documents for information on:

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.

Statistics and Probability

> use statistics and probability. For example, track the temperature in different areas over a period of time and examine trends.

See Use of Documents for in-formation on:

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


(continued)


b. How Calculations Are Performed Facility Technicians 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 Facility Technicians measure:

>> time – using a clock

>> distance or dimension – using a tape measure, a pedometer, a ruler, callipers or depth gauge.

>> liquid volume – using a graduated pitcher.

>> temperature – using infra red thermometer for spot checking small area, thermistor (similar to bimetal strip but connected to digital record.) logger units to log temperature change.

> pressure – using a water column (in inches), heliostat (measures in Pascals); gauges on machines such as air stapler, tires, mad vac, snow blowers, grove lift, oil and tires on vehicles.

>> wattage – using a multimeter—shows continuity of resistance

>> amperage – using a clamp on amp probe to show flow of current

> angles – using a sliding bevel

> density – using a battery tester to find the specific gravity, strength of electrolyte in bat-teries.

> moisture – humidity probe, sensors are built in. They use:

the metric measurement system.

the Imperial measurement system.


FACILITY TECHNICIAN - 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: Facility Technicians communicate:

>> in person.

>> using the telephone.

>> using a two-way radio or other such means.

>> using specialized communication signals. For example, technical jargon and job specific slang.


Environmental Factors Impacting Communication: Rooftop units and carpenter’s shop are very noisy and radio cannot be heard. Some parts

of the building (basement) not accessible to radio.

Tasks Complexity

Level Examples


• consult with their supervisors and managers comparing information and getting the overall picture. (2)

• consult with supervisor about jobs delegated to them or projects they are in charge of. (2)

• talk with contractors during site visits, explain job specifications and respond to questions, adopt contractors slang, maintain a uniform exposition of information to each contractor. (3)

• talk to internal customers (more formal relationship than with co-workers) to clarify needs. (2)

• interact with co-workers on a casual level using their own slang, comment on jobs in progress or consult on problem, pass information from one shift to another. (1)

• speak to manager to suggest changes and improvements. (1)


1-2 3

FACILITY TECHNICIAN - 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 coIordinate 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

FACILITY TECHNICIAN - 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


• are expected to be able to deal with all types of basic maintenance problems. (2)

• pinpoint the area in the system where the problem is occurring and make use of past experience to speed up the tracking. (2)

• approach a problem with multiple variables in mind. For example, it’s cold, is the reason a, b, c, or d? Eliminate the variables one by one. (3)


2-3

Tasks Complexity

Level Examples


• determine whether the break is worth fixing and what is the best way of fixing it, do we have the expertise, tools and time to do it or should it be contracted out. (3)

• make costing decisions within established limits. Decide whether quality, service and speed justify difference in cost. (3)


1-3

Complexity Level

Description


• must keep priorities clear. As major work must be carried out while the casino is closed to the public, time must be carefully estimated. They must decide when a job must be called off and cleaned up (equipment off the floor) to allow for opening.

• Night work must be planned ahead to ensure the workers have access to tools.

2

FACILITY TECHNICIAN - THINKING SKILLS

(continued)


4. Significant Use of Memory

5. Finding Information

Examples


• remember location of essentials, such as tools, breakers, ladders.

• observe and remember previous jobs, contractors’ work, co-workers techniques.

Complexity Level

Examples


• get information from co-workers, vendors and contractors, the Internet, manuals and catalogues. (3)

3

FACILITY TECHNICIAN - 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

Facility Technicians work in a crew where all members are expected to be able to do routine maintenance tasks. Within the crew, the technicians have their own specialities and they count on one another to help with unfamiliar tasks.

Participation in Supervisory or Leadership Activities


> participate in formal discussions about work processes or product improvement.

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

>> monitor and evaluate the work performance of others, particularly within their own area of expertise. They also monitor contractors.

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

>> orient new employees, show them where things are and answer questions about

procedure.

> select contractors and supplies.

> assign new or unusual tasks to other workers or contractors.

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


FACILITY TECHNICIAN - 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


>> use word processing. For example, to write up a report.

>> use graphics software.

> use a database. For example, computerized monitoring systems for tracking air conditioning functions; may use database for inventory.

> use a spreadsheet. For example, Excel to make adjustments in schedule. (supervisor)

> use statistical analysis software. For example, the tracking functions in computer-ized monitoring systems for air tracking.

>> use communication software. For example e-mail.

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

Complexity Level

Computer Use


• use computers daily to communicate with co-workers and with other departments. (1)

• use computerized monitoring systems to record statistical data. (3)

1-3

FACILITY TECHNICIAN - 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.

vendor’s safety training

>> from co-workers.

> through training offered in the workplace:

• First aid training

• Diversity

• WHMIS (Workplace Hazardous Materials Information System)

> through reading or other forms of self-study:

• using materials available through work (vendors manuals and Internet help lines).


FACILITY TECHNICIAN - OTHER INFORMATION


J. OTHER INFORMATION

In addition to collecting information for this Essential Skills Profile, our interviews with Facility Technicians 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 Facility Technicians interviewed mentioned these physical aspects of their jobs.


• have a physically demanding job. They lift heavy materials and enter crawl spaces so they must be strong and flexible.

• walk truss to truss in some spaces, use ladders a lot and need to be sure footed.

• are on their feet a large part of the shift.

• have good hand-eye co-ordination to handle power tools safely.

• spend time outdoors in all weather.

Attitudes Facility Technicians:

• work independently and trust their own judgement.

• get satisfaction from a job well done.

• are easy-going and not affected by stress.

Future Trends Affecting Essential

Skills


• see mentorship as a practical way of training and upgrading staff.

• may have opportunity to use Computer Assisted Drawing programs to assist on the job.