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A camouflaged hole occurs when someone is supposed to be an expert in a certain area but isn’t. They are thought to have the capability of completing the job and are being paid for it, but are not doing it. This can either be a partial or full job.

A good example is when a Surveillance Investigator is assumed to be knowledgeable of overall gaming, but is weak within a specific game. Since they continue to conceal this information from their supervisors, they are creating a camouflaged hole. The Surveillance Investigator is unable to handle the work but nobody is aware of this.

It is important for everyone be aware of this weak spot so it can be handled properly. There are several actions that can be taken once discovered including:

• Finding a partner
• Conduct coaching
• Further education

The individual can easily be partnered with a more experienced employee that knows the specific game well. Also, the supervisor can conduct coaching in which the individual will gain valuable tips and follow specific procedures. Finally by assigning the employee a tutor, they will gain the proper education needed to properly complete the job.

Since the employee’s supervisors are aware of the weakness in one area, the Pit Manager will often be pulled into the surveillance to review a tape and provide insight into speculative questions.

On the other hand, when an employee conceals this information, they will review a game they aren’t familiar with and often provide false information to upper management. This makes the whole surveillance department look bad, greatly reduces credibility and effectiveness. Even worse, it could put the whole casino at risk through false evaluation.

An even worse situation occurs when the employee believes they have extensive knowledge pertaining to a specific game but cannot identify crooked activity or bad procedure used to hide theft. The employee often has taken extensive courses but never put the ideas to practice; always finding a way to have someone else complete the task.

Another use of a camouflaged hole is to trap the unsuspecting. If the camouflaged employee is briefly covering your shift and an incident occurs they will incorrectly feed the information to the supervisor. When you return, you are responsible for that area even if another employee has covered for you.

Camouflaged holes can be considerably detrimental to co-workers as well as upper-management and even cause a liability issue for the casino. It is difficult to pinpoint these individuals as a manager. Perhaps monthly training sessions are the answer to weed these employees out.