ARE YOUR RGOS TAKING A PUNT?
It’s been just over 6 weeks since Clubs and Pubs in NSW were required to meet the Responsible Gambling Officer (RGO) regulations set by the NSW Government. Much like the onboarding of Food Safety requirements at the end of last year, many hospitality professionals are finding some the of the changes difficult.
The increased focus on harm minimisation is welcome by many in the industry. However, it’s the practical application in venues which is seeing some (not so) unexpected teething problems occur. Adjusting to the new requirements wherein staff must approach patrons they believe may have a gambling problem, has proven a primary concern for many venues when it comes to determining problem gambling behaviours.
Whilst venues throughout NSW already had a proactive approach to problem gambling, now are required by law to check-in and engage with patrons where the RGO suspects they might be experiencing gambling harm, or risk facing penalties.
The difficulty with identifying problem gamblers was highlighted by a study from Southern Cross University. The study found that while most gaming floor staff were confident to recognise signs of problem gambling, they found it difficult and uncomfortable to intervene when problem gamblers didn’t ask for help. Furthermore, the study found that relying on human judgement didn’t always yield positive outcomes for gaming staff or their customers.
Is deliberately avoiding contact with other patrons on a gaming floor a sign of problem gambling, or simply a normal behaviour from a responsible gaming patron who just prefers to gamble in privacy…?
To further complicate this issue, it is likely that that RGOs and gaming floor staff engage with playing poker machines in their personal time. Resulting in the potential for these individuals to be influenced by problem behaviours based on their relationship with gaming. An additional challenge faced by venues can be directed to the sensitivities with approaching VIP members at a Club. Are staff being given the appropriate tools and training to maintain positive relationships with your VIP members and patrons while enacting harm minimisation interventions, if needed?
It is critical that RGOs have a clear understanding of how to effectively manage high risk situations under the new NSW RCG tiered training framework.
CTA Training Specialists provides Advanced RCG (ARCG) training which must be completed by any staff members in NSW carrying out RGO duties, and managers who supervise RGOs. No need to fake it til’ you make it when learning with CTA. Our ARCG course is designed to teach RGOs the practical skills required to identify problem gamblers with clarity, confidence and can be relied on to effectively provide help to those in need.
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 Club and Hotel environments. The CTA Training team are highly qualified in safer gambling practices and are experts in training harm minimisation courses across NSW and QLD.
Click here to find out more about the flexible course options from CTA Training Specialists.
