![Page 1: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/1.jpg)
What’s New and What’s Next in RG Training?Janine Robinson, M.Ed., CPCGDirector, Centre for the Advancement of Best PracticesManaging Director, RG+
![Page 2: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/2.jpg)
Overview 1. Recent changes in the gambling industry
2. The evolution of RG
3. Training over the years
4. Sneak peak of new RG training formats
5. What’s next?
![Page 3: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/3.jpg)
Who We Are
The Responsible Gambling Council (RGC) is an independent non-profit organization dedicated to problem gambling prevention.
Our mission is to prevent problem gambling and reduce its impacts.
We have 35+ years in research and education.
360 perspective: gamblers, operators, regulators, policy makers and treatment professionals.
![Page 4: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/4.jpg)
Who We Are
RG+ is a research and development company established by RGC.
We’re advisors to gaming operators and regulators, delivering practical program evaluations, impactful player and stakeholder communications, and policy/strategy development.
We provide a safety net for operators through RG program evaluations that support development and optimization of current programs.
![Page 5: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/5.jpg)
How is the gambling industry changing?
• New gaming platforms
• Land-based and online delivery formats
• Sports betting legalization
How do signs of PG and appropriate responses change with these new advances?
![Page 6: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/6.jpg)
The Evolution of RG
• Clinical• PG informed
• Focus on PG andsustainable play
• Single person or small team
• Shared responsibility
• Integrated into CSR
![Page 7: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/7.jpg)
Emerging Research in RG
Focus on Youth
• Gambling risk and harm
• Evaluation of targeted interventions
Technology and Gambling
• New forms of gambling and new ways of playing
• For example, video game loot boxes
Disrupting RG
• Concerns with funding, validity, stigma
• Reforming RG through new approaches
![Page 8: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/8.jpg)
Training Over the Years
![Page 9: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/9.jpg)
Training for
the Future• Online Gambling
• Land-Based
• Sports Betting
• Lottery Retail
![Page 10: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/10.jpg)
Training for the Future
• Simulations
• Chatbots
• Interactive Video
• Game-Based
• Storytelling
• Infographics
• Motion Graphics
• Scenario-Based
• 3D Animation
• Virtual Reality
• Augmented Reality
• Comics
![Page 11: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/11.jpg)
The Challenge:Recognizing and responding to red
flags without face to face interaction.
Online
Gambling
![Page 12: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/12.jpg)
Online
GamblingThe Opportunity:
Responding without the stress of difficult human interactions.
![Page 13: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/13.jpg)
Online
Gambling
Behaviour Change:
To become more readily able to recognise red
flags.
![Page 14: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/14.jpg)
Online Gambling
![Page 15: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/15.jpg)
Chat simulation
Series of fictional
customers
Chatbotresponds based
on keywords
![Page 16: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/16.jpg)
Interaction is dynamic and
scenario branches
Trainees get feedback messages
based on their responses
![Page 17: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/17.jpg)
Land-Based
Gambling The Challenge:
Customers may have inaccurate beliefs about gambling, and aren’t always
willing to adjust those beliefs.
![Page 18: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/18.jpg)
Land-Based
Gambling The Opportunity:
Improve the customer journey with solid information and excellent
customer service.
![Page 19: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/19.jpg)
Land-Based
Gambling
Behaviour Change:
To demonstrate RG as part of a regular
customer service offering.
![Page 20: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/20.jpg)
Land-Based Gambling
![Page 21: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/21.jpg)
Land-Based
![Page 22: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/22.jpg)
Sports
Betting The Challenge:
Sports betting is old, new or emerging in many jurisdictions. Staff need to
learn new game information and new RG strategies.
![Page 23: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/23.jpg)
Sports
Betting The Opportunity:
To be creative in RG programs that address the needs of a high risk
population.
![Page 24: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/24.jpg)
Sports
Betting
Behaviour Change:
To use customer service skills to
promote RG.
![Page 25: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/25.jpg)
Sports Betting
![Page 26: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/26.jpg)
Sports Betting
![Page 27: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/27.jpg)
Sports Betting
![Page 28: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/28.jpg)
Sports Betting
![Page 29: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/29.jpg)
Lottery
Retail The Challenge
RG is only one small part of retailers’ jobs. Most of their daily tasks and
expertise don’t relate to gambling.
![Page 30: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/30.jpg)
Lottery
Retail The Opportunity
To provide retail staff with a simple, brief response to common interactions
that used to be time-consuming and uncomfortable.
![Page 31: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/31.jpg)
Lottery
Retail
Behaviour Change:
Recognizing the signs of excessive play.
![Page 32: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/32.jpg)
Lottery Retail
![Page 33: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/33.jpg)
This scenario walks retail staff through an interaction with Lena,
a regular customer they know well.
![Page 34: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/34.jpg)
![Page 35: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/35.jpg)
![Page 36: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/36.jpg)
What’s missing from RG training?
What new challenges are just
around the corner?
![Page 37: What’s New and What’s Next in Responsible Gambling Training? · communications, and policy/strategy development. ... •New forms of gambling and new ways of playing •For example,](https://reader033.vdocuments.mx/reader033/viewer/2022042307/5ed3876881ffeb588c307bcb/html5/thumbnails/37.jpg)
What’s just over the horizon for RG?