A DIVINE HAND IN RGOS SUCCESS: PARTNERING WITH CHAPLAINS FOR SAFER GAMBLING

Gamble Aware Week 2024 encourages people to reflect on their gambling and the gambling of those around them. It is also a good time for Clubs and Pubs to reflect on their harm minimisation practices, and if they have the right combination of effective policies, quality staff training in safer gambling, and other people-centred practices like chaplaincy.

Divine intervention (support from Chaplains) has been a valuable service offered in the industry over the years and is still an important service in some Clubs today. Club Managers may recall in 2013 when Clubs NSW partnered with the Salvation Army to station Chaplains at Clubs across the State. Despite opposition at the time from anti-pokies lobbyists, it was recognised that the services of ‘Club Chaplains’ extended well beyond just providing problem gambling advice and provided assistance to people from all walks of life learning to cope with various issues.

“Club Chaplains provides listening ears, cares and supports for these people, alongside practical assistance and referrals to build their capacity to manage hardships.” – David Slee, on-site Chaplain at Mingara Recreation Club on the Central Coast (2013).

In more recent times, Clubs such as Kedron-Wavell in Brisbane have had a lot of success with their chaplaincy service, picking up the Community Support Services Award at the Clubs Queensland Awards for Excellence 2024 for their People, not just names’ program. But more importantly, their chaplaincy program has become a “core pillar” in their customer care program and local community. Other Clubs, such as Freshwater SLSC in Sydney, clearly see the value of these services for their members given they have two chaplains in their venue. It has also been previously reported that the chaplain at Bankstown Sports Club in Sydney walks 10-15 kilometres each day talking to patrons in their Club.

Lately, CTA Training Specialists have been assisting Clubs and Pubs across NSW with onboarding Responsible Gambling Officers (RGOs) with the new requirements coming into effect on July 1st. As these changes settle in, some venues may need to consider how RGOs complement the services of their current on-site Chaplain. While an RGO’s responsibilities are focused on the gaming floor, and a Chaplain’s support extends to a patrons all round well-being, Clubs will need to determine where the roles overlap to ensure clear areas of responsibility and the best support possible for patrons in need.

No need to tempt fate, CTA Training Specialists helps RGOs and other staff in your venue navigate the different approaches to harm minimisation with a range of virtual and online training courses, including Responsible Conduct of Gaming (RCG), Advanced RCG (ARCG), Licensee Training (LT), and Advance Licensee Training (ALT).

Know your team is learning from the best in the business. CTA Trainers have developed their enviable safer gambling knowledge throughout their many years on the front-line working in Clubs and Hotels across NSW and QLD, ensuring that your staff learn the practical skills required to approach a delicate situation with clarity and confidence, so they can be relied on to effectively provide a safer gambling environment for all patrons.

Click here to find out more about the flexible course options from CTA Training Specialists