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High stakes responsible service of gambling (RSG) training videos

To help gaming staff develop skills to assist problem gamblers and their family and friends, we have developed the following training videos.

These videos simulate real-life situations that staff at gaming venues may face. Shown from the perspective of the staff members, multiple scenarios play out showing different ways the situation could be handled to support problem gamblers and their friends and families.

How to use the High stakes training videos

Use these videos to complement staff induction and RSG refresher training at your gaming venue or organisation.

When the pause sign appears on-screen, stop the video and discuss with your group. Click on the discussion links following each of the videos for prompts to talk about each of the situations.

There is also responsible gambling signage you can download as well as the following posters for back-of-house use:

The warning signs

In this video, a patron is showing some warning signs of being a problem gambler - he is spending long periods of time gambling at the venue, frequently visiting the ATM and being aggressive towards staff and other patrons.

The staff member observes the patron and approaches him in a respectful and polite manner and asks if he would like to take a break from gambling. The staff member also lets him know that the Customer Liaison Officer (CLO) is available if he would like to talk to someone. How would you deal with this situation?

Transcript of 'The warning signs' video

Discussion starters

(Download the The warning signs discussion starters handout.)

1:24 Discussion 1

  • What has happened here?
  • Did you notice any signs that suggest the patron has a gambling problem?

2:18 Discussion 2

  • What other warning signs did you notice?
  • What is your duty of care in this situation?
  • Would you approach the person at this stage?
  • Based on what you've seen, would you update the venue's gambling incident register at this point?
  • What actions might you take?

2:58 Discussion 3

  • What other warning signs did you see?
  • What are your responsibilities in this situation?
  • What would you do next?
  • Is there anyone else you should involve?

3:40 Discussion 4

  • What did the gaming staff member do well in this video? Is there anything you would do differently?
  • What would you do if the patron refused to leave the gaming machine?
  • Could the gaming staff have intervened earlier? If so, after what signs?
  • What are some strategies for dealing with an upset or aggressive patron?
  • What other problem gambling signs could a patron display?
  • Have you been in a situation where you felt a patron might have a gambling problem but didn't know how to address the issue?

Managing the gambler

In this video, the venue's CLO is approached by a staff member about a problem gambler who has agreed to meet with the CLO to discuss their gambling.

The CLO listens to the gambler in a professional and non-judgemental manner and talks to him about the options available, including the Gambling Helpline, self-exclusion and active monitoring. How would you handle this scenario?

Transcript of the 'Managing the gambler' video

Discussion starters

(Download the Managing the gambler discussion starters handout.)

1:13 Discussion 1

  • Why do you think the patron is upset?
  • How would you approach this situation differently?
  • What outcomes would you want to achieve in this situation?
  • What are your responsibilities?

2:00 Discussion 2

  • Why do you think the patron is upset?
  • How would you approach this situation differently?
  • What outcomes would you want to achieve in this situation?
  • What are your responsibilities?

3:16 Discussion 3

  • What did the CLO do well in this video? What would you do differently?
  • What would you do next?
  • What do you know about self-exclusion?
  • What is active monitoring, and how can it be used to assist the gambler to manage their gambling?
  • Where would you find further information about self-exclusion and active monitoring?
  • What would you do if the patron refused, or was not interested in taking any further action?
  • Would you consider implementing an exclusion direction (venue-initiated exclusion) at this stage?
  • How could your local Gambling Help service support your venue in this instance?

Respect and refer

In this video, the wife of a problem gambler is at the venue looking for her husband who she suspects has a gambling problem. She approaches the staff member to ask if they have seen him.

The staff member helps calm the patron's wife by letting her know they can help and refers her to their CLO for more information. How would you handle this scenario?

Transcript of the 'Respect and refer' video

Discussion starters

(Download the Respect and refer discussion starters handout.)

0:58 Discussion 1

  • What has happened here?
  • Has the staff member said anything to make the wife more upset?
  • What are your responsibilities?
  • What could you have done differently?

1:24 Discussion 2

  • How would you approach this situation?
  • What are your responsibilities?
  • How might someone be feeling when they approach a venue about a family member or friend's gambling?
  • What outcomes are they seeking when they come to your venue?
  • What would you do next?

2:11 Discussion 3

  • What did the gaming staff member do well in this video? Is there anything you would do differently?
  • What are some things you need to be mindful of when dealing with a patron's family member or friend?
  • What are the next steps you would take?
  • What do you know about self-exclusions and exclusion directions (venue-initiated exclusions)?

The right help

In this video, the venue's CLO helps a wife who suspects her husband may have a gambling problem.

While showing empathy for the wife's situation, the CLO is aware of her role and focusses on the help that the venue can provide (e.g. self-exclusion, venue-exclusion, and active monitoring) and also lets her know that she can access free gambling help counselling services for support.

How would you handle this scenario?

Transcript of the 'The right help' video

Discussion starters

(Download the The right help discussion starters handout.)

1:00 Discussion 1

  • What outcome is the wife seeking?
  • How do you think she is feeling?
  • What are your responsibilities in this situation?
  • Is there a different way to approach this conversation?

1:41 Discussion 2

  • How do you feel about where this conversation is going?
  • Is there a different way to approach this conversation?
  • Is there anything you should be careful about when talking to a family member or friend about another person's gambling?
  • What help and information are you able to offer this person?
  • What can you do to make the person feel listened to and supported?

3:00 Discussion 3

  • How do you feel about where this conversation is going?
  • Is there a different way to approach this conversation?
  • Is there anything you should be careful about when talking to a family member or friend about another person's gambling?
  • What help and information are you able to offer this person?
  • What can you do to make the person feel listened to and supported?

You should be familiar with the procedures your venue has in place to manage problem gamblers. Talk to your CLO or venue manager if you're not sure.

Contact

General enquiries 13 QGOV (13 74 68)

  • Licence and permit enquiries

OLGRlicensing@justice.qld.gov.au

  • Gaming compliance enquiries

gamingcompliance@justice.qld.gov.au

  • Liquor compliance enquiries

liquorcompliance@justice.qld.gov.au

  • Media enquiries (07) 3738 8556

OLGRMedia@justice.qld.gov.au