High stakes responsible service of gambling (RSG) training videos

In this High stakes responsible service of gambling (RSG) interactive training video—The warning signs, we show you how to identify if a patron is at risk of gambling harm.

[Music plays as a staff member stores her bag in a pigeon-hole and walks into the venue opening the door for another male staff member off-camera.]

[Male staff member's voiceover]

Cheers!

[Seen from the male staff member's perspective, the member walks around the gaming area of the venue, collecting coin cups and glasses from various patrons. At different times she sees the same patron sitting at the same gaming machine.]

[Staff member]

Here, I'll take that. Thank you!

[The patron approaches another patron who is sitting at 'his' machine and has just won a payout.]

[Patron]

No, no, no, no, no!

[Staff member's inner voice]

What's going on here?

[Patron]

Oh, that's my win! I've been feeding this machine for days.

[Staff member's inner voice]

Oh, no, here we go...

[Patron]

This is my machine, my win. He's seen me here! Just ask him!

[Video action freezes and these questions appear on screen: How did we get here? Were there warning signs? What could you have done differently?]

[The video rewinds to an earlier time—'two days ago' appears on screen. The staff member sees the patron at the same machine.]

[Staff member's inner voice]

Geez, that guy's keen! It's after 3 and he's still at the same machine.

[The staff member collects glass from another patron.]

[Staff member]

Thanks!

[The staff member sees the patron again and checks his watch.]

[Video action freezes and this question appears on screen: What did you see? Pause button appears to allow time for group discussion.]

[Staff member's inner voice]

He's been at that machine all day. He was here a couple of days ago too.

[The video cuts to a day later—'yesterday' appears on screen.]

[The patron is getting money out of the ATM and almost bumps into the staff member as he leaves that area of the venue and returns to the poker machines.]

[Staff member]

Oh! Sorry!

[The scene changes and the staff member collects a glass from another patron.]

Here, let me grab that for you. Thanks!

[The staff member sees the patron coming back from the ATM again.]

[Staff member's inner voice]

That's at least the third time he's been to the ATM today. I don't know his situation, but something's not feeling right. I should have a chat with him and see if he's ok.

[Staff member]

Hi mate, how's your day going?

[Patron]

I'd be better if you reset my machine for me mate. The only thing paying out in this place is the ATM!

At least I've paid your wages for the week, ey!

[Video action freezes and this question appears on screen: What did you notice? Pause button appears to allow time for group discussion.]

[Staff member's inner voice]

Now, he might just be joking but he could also be at risk. I need to keep an eye on him.

[The video cuts to the next day—'today' appears on screen.]

[The staff member repeats the original scene, entering the venue for work and collecting cups.]

[Staff member]

Cheers!

[The staff member sees the patron at the same machine.]

[Staff member's inner voice]

That guy's back again and he was here till close last night.

[The patron leans over to the patron at the next machine.]

[Patron]

Hey, do you mind if I have a couple dollars?

[Other patron]

I'm on my last 5 sorry.

[Patron]

Pay out damn you!

[Patron furiously pushes poker machine buttons.]

[Video action freezes and these questions appear on screen: What do you do? Pause button appears to allow time for group discussion.]

[Staff member's inner voice]

Alright, this guy looks like he might be at risk of gambling harm. A lot of the signs are there. He's also starting to impact other patrons. I need to do something.

[Staff member]

Hey, excuse me, is everything OK mate? Maybe you want to take a breather.

How about you come with me and I'll sort out a tea or coffee for you? And, while I'm at it, I'll get someone you can have a chat with, too.

[The scene fades to black as the messages 'Be aware', 'Know your role' and 'Know your options' appear on screen. Next frame states: for more information visit: www.business.qld.gov.au/rsg. Video ends on Queensland Government logo.]

[Seen from the CLO's perspective, she enters the venue, greeting other staff members and walking through the gaming and bar areas.]

[CLO]

Hey, guys, how are you going? Morning!

Good morning!

[A staff member approaches the CLO in the bar area.]

[Staff member]

Hey Steph, you got a minute?

[CLO]

What's up?

[Staff member]

I have a customer who I think might be struggling with his gambling.

[CLO]

Have you noticed anything in particular?

[Staff member]

Yeah, a few things over the last couple of weeks.

[The video cuts to a scene from the previous video where the patron almost bumps into the staff member after getting money out of the ATM.]

heavy use of the ATM...

[The video cuts to another scene from the previous video where the patron interacts with another patron.]

asking other punters for money...

[Patron]

Do you mind if I have a couple dollars?

[The video cuts to another scene where the patron is playing at the same machine.]

[Staff member]

He seems to always be in and be at the same machine. He's also made some comments, might have been said as a joke, but I can't be sure.

[The video cuts to another scene from the previous video.]

[Patron]

The only thing paying out in this place is the ATM! At least I've paid your wages for the week, ey!

[The video returns to the present scene.]

[Staff member]

I've already spoken with him and he's agreed to talk with you. So I've asked him to sit and wait for you over in the dining area.

[CLO]

Ok. I'll be straight over.

[The CLO approaches the patron who is waiting alone in the dining area.]

Hey, mate, thanks for waiting for me. So, one of my staff has been watching you and tells me you might have a gambling problem.

[Patron]

Gambling problem? Who do you think you're talking to?! I don't have to sit here and listen to this!!

[Video action freezes and these statements/questions appear on screen: That's not a good start. What are your responsibilities? Could you have approached this differently? Pause button appears to allow time for group discussion.]

[CLO's inner voice]

I can't accuse him. It's not my place to judge. I know how hard it can be to seek help. I need to try a different approach.

[The video rewinds to the start of the conversation.]

[CLO]

Hey mate, thanks for waiting for me. How are you going? It sounds like things aren't going too well for you right now. How are things at home? Is everything alright?

[Patron]

I really stuffed up this time. I've lost the rent. I can't tell the wife; she'll leave me for sure. I don't know what to do! I've got nowhere to go.

[The scene pauses. Pause button appears to allow time for group discussion.]

[CLO's inner voice]

Oh, I'm not equipped for this. I'm not a counsellor! I need to stay focused on what I can do. The important thing is to let him know help is available and that our venue is here to support him.

[The video rewinds to the start of the conversation.]

[CLO]

Hi there, I'm Steph. I just want to let you know we're here to help if you're not enjoying gambling like you used to. If you like, I can take you through a couple of ways we can help.

[Patron]

Look, I'm just having a bad day.

[CLO]

Look, I totally get that. I know some people that are great to chat to when you're having a bad day.

Here's the number for a free helpline. You can use a phone here to call now if you like. You might find it helpful just to talk it through with someone.

[CLO's inner voice]

Ok, so I've let him know help is available and given him the opportunity to talk to someone now. I want to let him know that we're here to help him, whatever decision he makes.

[CLO]

Whatever you choose, we're here to support you. Have you heard about 'self-exclusion' or 'active monitoring'?

[The scene fades to black as these messages appear on screen: 'Be aware', 'Know your role' and 'Know your options'. Next frame states: for more information visit: www.business.qld.gov.au/rsg. Video ends on Queensland Government logo.]

[Staff member to another staff member]

Cheers, Lisa!

[The staff member walks through the bar and notices a responsible service of gambling poster. He then moves through the gaming area collecting glasses from patrons.]

Are you finished with that? Thanks!

Cheers!

I'll grab your glass, thanks.

[The staff member sees a woman (the patron's wife) approaching various patrons at poker machines.]

[Patron's wife]

Excuse me, have you seen my husband? He's tall, dark hair.

Excuse me, I think my husband was in here last night. Were you in here last night?

[The patron's wife sees the staff member and approaches him.]

Oh! I'm looking for my husband. He hasn't been home and I know he's been coming here. His name's Jim. He's tall, he's got dark hair. You must have seen him.

[Staff member]

Yeah, I know who you mean. I see him here all the time. He's usually here for hours and hours. I haven't seen him around today. He's usually in by lunch, though.

[Jim's wife]

I knew it!

[Video action freezes and these statements/ questions appear on screen: That's not a good start. What are your responsibilities? What could you have done differently? Pause button appears to allow time for group discussion.]

[Staff member's inner voice]

I do know who she's talking about, but I need to be respectful of our customers' privacy. I don't know what his situation is, or hers. I need to be careful what information I share.

[Staff member]

Sorry, I see a lot of faces coming through. I can't help you there.

[Jim's wife]

Well, if you can't help me, I'll find someone who can!

[Jim's wife turns in frustration and walks away and the scene pauses. Pause button appears to allow time for group discussion.]

[Staff member's inner voice]

Hm... That's no good. I can't just turn her away. I need to diffuse the situation and give her some options for help. But first I need to take her somewhere a bit more quiet.

[The video rewinds to earlier in the conversation.]

[Staff member]

You know, I think I can offer some help. Why don't you come with me, and I'll get you some information I think will make a difference. There's a free helpline that you can call that's great for people in your situation.

While I'm grabbing the number, I'll get Steph, our Customer Liaison Officer. She can have a chat with you about other options like 'venue' and 'self-exclusion'.

[The scene fades to black as these messages appear on screen: 'Be aware', 'Know your role' and 'Know your options'. Next frame states: for more information visit: www.business.qld.gov.au/rsg. Video ends on Queensland Government logo.]

[Seen from the CLO, Steph's perspective. She enters the venue, greeting another staff member as she walks through the kitchen area.]

[Steph]

Hey, Dave!

[Steph notices a responsible service of gambling poster on the wall as she moves through the dining area and into the bar where Jim's wife, Anne, is waiting.]

[Steph]

Hi, you must be Anne. Thanks for waiting for me. I'm Steph. So, my staff have filled me in. They said you came in looking for your husband.

[The video cuts to a scene from the previous video where Anne asks other patrons about her husband, Jim.]

[Anne]

Excuse me, have you seen my husband? He's tall, dark hair.

I think my husband was in here last night, were you in here last night?

[The video returns to the present scene.]

[Anne]

Yes. Your staff gave me a number to call, but I don't understand! I don't have a problem. I need you to stop my husband gambling.

[Steph]

I'd love to help but there's not much I can do. You have the number, that's the best place to start.

[Anne stands, frustrated.]

[Anne]

I told you, I don't have the problem. He does. And you need to make him stop.

[The scene pauses as Anne walks away. These statements/questions appear on screen: That's not a good start. What are your responsibilities? Could you have approached this differently? Pause button appears to allow time for group discussion.]

[Steph's inner voice]

She's obviously upset and looking for someone to talk to. I need to show a little more care.

[The video rewinds to the start of the conversation.]

[Steph]

Look, I can see you're upset, maybe we can get to the bottom of your husband's gambling. Let's start at the beginning.

[Anne]

[Sighs]

My husband lost his job. I've been working extra shifts. I noticed money missing from our savings account. I don't know what to do! Do I leave him? I don't know!

[The scene pauses. Pause button appears to allow time for group discussion.]

[Steph's inner voice]

Hang on, I'm getting in way over my head! I don't have the skills to give her the support she needs. I want to acknowledge her feelings, but need to remember I am here to provide her with the right kind of help.

[The video rewinds to the start of the conversation.]

[Steph]

I'm sorry you're going through a hard time with your husband's gambling. There are a few options for you to consider.

The Gambling Help Line is free and a great place to start, as it isn't just for gamblers. They're here to help you, just as much as they're here to help your husband.

[Anne]

Oh, I didn't know that.

[Steph]

You could also check out the Gambling Help Queensland website. Now, in terms of what the venue can do next, we could consider banning your husband, but it would depend on the circumstances. Self-exclusion and active monitoring are other options that might be helpful.

If he's interested I can meet with him.

[The scene pauses.]

[Steph's inner voice]

It might help for her to speak to a Gambling Help Line counsellor. I should offer her a phone here.

[The scene resumes.]

[Steph]

Why don't you call the helpline right now? I can find you somewhere private. I'm sure they'll be able to help!

[The scene fades to black as these messages appear on screen: 'Be aware', 'Know your role' and 'Know your options'. Next frame states: for more information visit: www.business.qld.gov.au/rsg. Video ends on Queensland Government logo.]