{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:38:18.616Z","occupation":{"soc":"39-9099.00","title":"Personal Care and Service Workers, All Other","group":"Personal Care & Service","sector":"81","jobZone":null,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers personal care and service workers in gaming, hospitality, and related service environments who monitor operations, handle patron interactions, manage documentation, and ensure regulatory compliance across facility floors.","levels":{"emerging":{"label":"Emerging","statements":["House rules and posted regulations — review and recite under direct supervisor guidance during orientation on a gaming or service floor.","Patron behavior and game activity — observe and report basic irregularities to a senior staff member in a supervised casino or gaming environment.","Monetary transaction paperwork — complete standard forms accurately under close supervision at a service or gaming counter.","Patron complaints — listen attentively and escalate unresolved issues to a supervisor in a customer-facing service setting.","Active listening skills — apply during routine patron interactions to confirm understanding of requests in a personal care or service environment.","Customer service protocols — follow established scripts and procedures when greeting and assisting patrons on a shift.","Electronic mail software — compose and send routine internal communications under supervisor review in an office-supported service workplace.","Database entry tasks — input basic patron or transaction records into provided templates with guidance from a trainer.","Social perceptiveness — recognize obvious changes in patron mood or behavior and flag concerns to a team lead during supervised floor time.","Personal and public safety guidelines — identify and adhere to posted safety and security rules during daily duties on a service floor."]},"developing":{"label":"Developing","statements":["Game operations monitoring — apply tribal, state, and federal regulatory requirements consistently during independently managed floor shifts.","Cheating indicators such as card marking or switching — detect and document with reduced supervisor oversight in a live gaming environment.","Monetary transaction records — prepare, review, and reconcile paperwork for multiple transaction types at the end of each service shift.","Patron complaints and service disputes — investigate, negotiate resolution, and follow up without routine escalation in a mid-volume service setting.","Spreadsheet software — compile and organize transaction or attendance data into structured reports for supervisor review.","Speaking and oral communication — deliver clear, professional explanations of policies and procedures to patrons during routine service interactions.","Office suite software — draft operational logs, correspondence, and shift summaries with minimal formatting guidance.","Critical thinking — evaluate ambiguous patron situations and apply established policy to reach consistent, defensible decisions on the floor.","Coordination with colleagues — align task handoffs and coverage schedules during busy service periods to maintain uninterrupted patron support.","Patron behavior patterns — track and record recurring behavioral trends across shifts using workplace monitoring logs and observation notes."]},"proficient":{"label":"Proficient","statements":["Regulatory compliance across tribal, state, and federal frameworks — enforce and interpret rules autonomously during complex or contested game situations.","Cheating and misconduct investigations — conduct thorough behavioral assessments, document findings, and brief security leadership in a gaming or service operation.","Full-cycle monetary transaction documentation — manage, audit, and correct discrepancies across shift records without supervisor intervention.","Escalated patron grievances — apply advanced conflict-resolution techniques to restore satisfaction and uphold service standards in high-pressure situations.","Database query software — extract, filter, and analyze patron and transaction data to identify operational trends and anomalies.","Presentation software — build and deliver shift-performance or compliance briefings to management teams in scheduled review meetings.","Psychology and social perceptiveness knowledge — apply behavioral cues to proactively de-escalate at-risk patron situations before incidents occur.","Cross-functional coordination — liaise between floor staff, security, and administration to resolve multi-party service or compliance issues.","Reading comprehension — interpret updated regulatory bulletins and translate requirements into actionable procedure adjustments for the team.","Service quality standards — evaluate end-to-end patron experience against organizational benchmarks and recommend process improvements."]},"advanced":{"label":"Advanced","statements":["Organizational compliance strategy — design and implement policies aligning game operations with evolving tribal, state, and federal regulations across multiple service areas.","Security and anti-cheating programs — lead development of surveillance protocols and staff training curricula to proactively reduce misconduct risk enterprise-wide.","Financial transaction governance — establish audit frameworks and accountability standards for monetary documentation across all shifts and departments.","Patron relations and escalation systems — architect complaint-resolution workflows and service-recovery programs that measurably improve satisfaction scores.","Data management infrastructure — oversee selection and configuration of database and spreadsheet platforms to support operational reporting at the organizational level.","Staff development and mentorship — design and deliver competency-based training programs that build service, compliance, and behavioral-observation skills across the workforce.","Strategic coordination with regulatory bodies — represent the organization in external audits, inspections, and stakeholder meetings with tribal councils or state agencies.","Project management software — direct multi-department service improvement initiatives from planning through evaluation using enterprise project tracking tools.","Organizational culture of integrity — model and institutionalize dependability, self-control, and ethical conduct standards through policy, recognition, and accountability systems.","Executive reporting and presentation — synthesize floor-level performance, compliance, and patron-service data into strategic recommendations presented to senior leadership and board stakeholders."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}