Gamble host initiative, phase 2 Working together to support gambling host responsibility Api Today’s purpose - to provide update on Phase 2 of this initiative The initiative is a partnership between HPA (leading) , DIA and MoH - Introduce project team The initiative is also a partnership with the sector – venues and societies We have a shared aim – to minimise the harm that can be caused from gambling and to maximise the benefit to the community – It’s why we’re all here We acknowledge that for success, this needs to be something that works for you

Outline Recap of phase 1 Phase 2 Development of resources Class 4 training Policy template Your feedback Api Outline of the today’s session Most importantly – we want your feedback

Gamble Host Initiative Gambling host responsibility is challenging Support venues to achieve leading practice harm minimisation Help venue staff know what to look for and how to respond Working with societies and venues throughout the development and roll-out of resources Api Overarching message – we know that gambling host responsibility is challenging HPA research – low public awareness of venue staff’s legal requirements, venue staff find it challenging and are not always confident approaching gamblers Move from minimum legal requirements – to be leading practice venues E.g. All staff who deal with gamblers are trained in harm min, important thing is not only are they trained, but are they able to put that training into practice Not for venue staff to be counsellors – but we want to help support venue staff to be able to look out for, monitor and know how to respond when they see harm Recognition that venue staff have a unique opportunity to support gamblers – it’s where the harm occurs Sometimes the change isn’t instant, often gamblers comment that a couple months down the track something a staff member said sticks with them Success is working together – we want to understand what will work – ongoing feedback

Gamble host pack Gambling host responsibility packs produced and provided to venues Harm minimization wallet leaflets and posters Legal sign and posters Everyday tips for gambling hosts Gambling harm reference card Gambling host responsibility – guidance for venue staff Gambling harm log book template Guide for venue staff Api Gamble Host pack Rolled out to societies and venues November 2015 We worked with societies during development Evidence / research based Tested with gamblers and venue staff Go through resources Social Responsibility signage Information for gamblers Information for venue staff Overall – The Gamble Host Pack offers flexibility for how to use, but provides clarity on DIA expectations. Michelle to chip in with highlights from HPA venue visits What we’ve heard Practices are right Using staff resources find valuable – could give examples of how they’ve been using it as reference, to check after approach Social responsibility signage Wallet sized leaflets

What’s coming up? Four Components Proposed Timing 1. Training materials Produced late 2016 Roll out early 2017 2. Policy template 3. Ethnic specific resources Early 2017 4. ‘Gamble Host’ Awards Launch early 2017 Awards late 2017 Michelle: What the sector asked for – Training, policy – consistency, clear expectations (roll out likely to be April 2017) Ethnic specific – came up a lot during conversations Gamble Host award – recognise the good

Gamble Host Initiative Gamble Host Responsibility Policy Resources Training Michelle These all work together – one not more important than the other – serve different roles

Development of resources Michelle: Training survey Primarily provided by society staff – at venue in staff time – recognise cost to this. Should be offered to all staff who work with gamblers – relevant to role, most offer refreshers but frequency varies Length varies – from up to one hour to over 2 hours - average about an hour and a half Certificates should be provided Need updated DVDs/role plays – needs to be interesting and interactive Face to face Societies and venues Test initial thinking of training Policy – understanding of how used, feedback on options for direction, simple Email consulation Emails sent for review of draft training Today – another opportunity for feedback, will be presenting at all four forums

Our approach HPA Class 4 Training survey Face-to-face consultation Email consultation November forums Michelle: Training survey Primarily provided by society staff – at venue in staff time – recognise cost to this. Should be offered to all staff who work with gamblers – relevant to role, most offer refreshers but frequency varies Length varies – from up to one hour to over 2 hours - average about an hour and a half Certificates should be provided Need updated DVDs/role plays – needs to be interesting and interactive Face to face Societies and venues Test initial thinking of training Policy – understanding of how used, feedback on options for direction, simple Email consulation Emails sent for review of draft training Today – another opportunity for feedback, will be presenting at all four forums

Consultation key themes Want clear expectations Ensuring societies responsibilities Consistency among venues is a benefit Comprehensive package of resources Culture amongst staff is key Michelle: Key themes for both policy and training Simple and clear – want to know what’s expected Recognises societies responsibilities (develop policy and deliver training) – shouldn’t take away from these but rather support them to meet these – flexibility Consistency – both for staff and customers Culture Comes from venue management Problem gambling as risk to business Staff feel they are supported to put training into practice – won’t get into trouble Same as for alcohol – caring for patrons

Final draft of training Api: Take attendees through training Get feedback

Policy – What are we aiming for? Encourages venues to achieve leading practice outcomes Clear and simple Supports culture of gamble host responsibility Michelle: We heard that current policies are under-used, and staff don’t always understand what’s in them Not a day-to-day document Management need to Staff need to know where they are

Policy - What will it look like? Outcomes focused Clear expectations Societies’ responsibility continues Flexible for different processes and systems across societies/venues Supporting guidance

What outcomes are we looking for?

Staff take every opportunity to look after their gaming customers [Venue] management encourage staff to put their harm minimisation training into practice and provide a supportive environment for staff to undertake their gambling host responsibilities. Venue management have processes in place to ensure their staff help gaming customers manage their gambling. Venue staff understand the responsibility of the venue to provide a safe environment for gamblers in their venue.

Staff understand their legal obligations and are able to follow relevant processes related to those obligations and to their role Venue management take all reasonable steps to use this policy to identify problem gamblers Venue ahs robust processes in place to reduce the opportunity for excluded gamblers and minors to enter the gaming room and how to deal with it should it happen All staff who deal with gaming customers are trained to be able to recognise the general and strong signs of harmful gambling and respond appropriately when they observe signs of harmful gambling At least one person, who is trained and able to issue an exclusion order in a prompt manner, is present and available at the venue at all times Where there are concerns about harmful gambling, staff continue to monitor that gambler to determine an appropriate response Staff are able to provide information to gamblers about where to get support and about the exclusion options All necessary signage and information is displayed in a way that it is accessible to customers

Staff get to know their gaming customers in order to be able to recognise changes in their behaviours [Venue] staff take every opportunity to interact with gaming customers. [Venue] staff are intentional about getting to know their gaming customers’ behaviour and share information among all staff to be able to recognise changes in behaviour.

Staff recognise the signs of harmful gambling and are able to distinguish between the general and strong signs [Venue] staff know the general signs of harmful gambling and are able to recognise when a gambler displays any of the general signs. [Venue] staff understand that while one general sign on its own may not indicate gambling harm; these behaviours are good predictors of harmful gambling and indicate that staff should continue to monitor the gambler. Venue staff know the strong signs of harmful gambling and are able to recognise when a gambler displays any of the strong signs. Venue staff understand that if a gambler is displaying any of the strong signs, these behaviours are very likely to indicate gambling harm and staff should respond appropriately.

Staff are intentional about monitoring the gaming room, and customers, and recording their observations Staff are aware of what’s happening in the venue and are intentional about monitoring the gaming room for excluded gamblers, minors and gamblers display signs of gambling harm. Observations of gamblers are recorded and shared among staff. Staff follow venue processes to communicate with each other and put together a picture of potential harmful gambling over time. All staff follow the processes to complete paperwork, monitor gamblers, record observations and share information among staff.

Staff respond appropriately when they observe signs of harmful gambling Staff respond appropriately when observing a general sign in a gambler, by gently checking-in on that on that person and continuing to monitor the gambler. Staff respond appropriately when observing a strong sign, or three or more general signs, in a gambler by undertaking the strong signs approach. Venue staff always interact with gamblers in a respectful manner. All venue staff understand, and are able to follow, relevant processes to escalate concerns about gamblers in the venue. Venue staff offer gaming customers with the necessary information and support appropriate to the circumstance (this may include harm minimisation wallet leaflets, offering the gambler to self-exclude or offering to support the gambler to contact a gambling support service). A minimum of one staff member will always be available to complete necessary paperwork in a prompt and accurate manner.

Workshop session Are the outcomes right? What challenges might venues face in meeting these outcomes? What does, or what could, venues do to help meet these outcomes? Extra thoughts on the gambling host initiative

Next steps Finalise materials Training materials: Consider final feedback Finalise and prepare resources for training roll out Policy Final policy guidance drafted considering feedback from today Consultation with societies / venues on final draft Let us know if you want to be involved in the final consultation Roll-out Implementation

Questions?