High stakes responsible service of gambling (RSG) training videos
These videos will develop the skills of gaming staff to help people who are at risk of gambling-related harm.
They simulate real-life situations that staff can face and include different ways to handle each situation to support gamblers and their friends and families.
You should be familiar with your venue's procedures to manage gambling harm. Talk to your customer liaison officer (CLO) or manager if you're not sure.
How to use these training videos
Use these high stakes training videos to complement staff induction and RSG refresher training at your gaming venue.
When the pause symbol appears on screen, stop the video and discuss the questions with the group.
Click on the discussion links following each video to prompt discussion about the situations.
The warning signs training video
In this video, a patron is showing some warning signs of gambling harm—he's spending long periods gambling, frequently visiting the ATM and being aggressive towards staff and other patrons.
A staff member watches the patron, approaches him in a respectful and polite way, and asks if he'd like to take a break from gambling. The staff member also lets him know a CLO is available if he wants to talk to someone.
How would you deal with this situation?
Transcript of 'The warning signs' video
Discussion starters
- What has happened here?
- Did you notice any signs that suggest the patron is experiencing gambling harm?
- 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?
- 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?
- What did the gaming staff member do well in this video?
- What, if anything, would you do differently?
- What would you do if the patron refused to leave the gaming machine?
- Could gaming staff have intervened earlier? If so, after what signs?
- What are some strategies for dealing with an upset or aggressive patron?
- What other signs of gambling harm could a patron display?
- Have you been in a situation where you felt a patron might be experiencing gambling harm, but you didn't know how to address the issue?
Managing the gambler training video
In this video, a staff member approaches the venue's CLO about someone who has agreed to meet with the CLO to discuss their gambling.
The CLO listens to the gambler in a professional and non-judgemental way 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.
- 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?
- 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?
- What did the CLO do well in this video?
- What, if anything, 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 help someone gamble safely?
- 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 a venue-initiated exclusion at this stage?
- How could your local Gambling Help service support your venue in this instance?
Respect and refer training video
In this video, a wife is in the venue looking for her husband who she thinks is experiencing gambling harm. She approaches a staff member to ask if they've 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.
- What has happened here?
- Has the staff member said anything to make the wife more upset?
- What are your responsibilities?
- What would you do differently?
- 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?
- What did the gaming staff member do well in this video?
- Is there anything you'd 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'd take?
- What do you know about self-exclusions and venue-initiated exclusions?
The right help training video
In this video, the venue's CLO helps a wife who thinks her husband may be experiencing gambling harm.
While showing empathy for the wife's situation, the CLO is professional and focusses on the help the venue can provide (e.g. self-exclusion, venue-exclusion and active monitoring). The CLO also lets the wife know she can access free gambling help and 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.
- 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?
- How do you feel about where this conversation is going?
- Is there a different way to approach it?
- 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 can you offer this person?
- What can you do to make the person feel listened to and supported?
- What did the CLO do well in this video?
- What would you do differently?
- What would you do next?
- What privacy concerns should you consider?
- What do you know about venue-based exclusion?
- What do you know about self-exclusion?
- What do you know about active monitoring?
- Where would you find further information about an exclusion direction, self-exclusion and active monitoring?
- How could your local Gambling Help service support your venue in this instance?
- Are you confident that you could manage this situation in your current role?
Also consider....
- Find out more about responsible service of gambling training.
- Download the:
- high stakes RSG training videos promotional poster to display in your staff area
- signage about gambling safely to use in your venue.
- Last reviewed: 10 Jan 2024
- Last updated: 16 Jan 2024