What Is Player Health?
Player health means prioritizing the well-being of players and considering ways to make gambling safer. For most people, gambling is a fun form of entertainment.
This means gambling within their time and money limits and understanding how the games work. However, for a small number of people, gambling can cause harm. Gambling harms refers to the risks and negative impacts that can come with gambling. If gambling is no longer enjoyable, there are player health programs available to support players and/or those affected by gambling harms.
What is the value of Player Health Training?
We know retailers have conversations or encounters with customers that may cause discomfort or concern.
The training aims to help retailers gain the knowledge they need to feel confident when these situations occur. It also highlights support that is available to the retailer should they need someone to talk to directly.
We see player health training as an extension of good customer service. By taking care of our customers and helping them make informed choices, we can keep lottery games fun.
Is this training mandatory? How much time commitment is involved?
The Player Health Training is optional and the short online modules are about five minutes long, making it easy to fit into your busy schedule when not assisting customers.
There is no completion deadline, and we encourage retailers to revisit the training as a refresher whenever they need it.
We see player health training as an extension of good customer service. By taking care of our customers and helping them make informed choices, we can keep lottery games fun, safe and sustainable.
What is my role? Am I expected to intervene?
The training is focused on interactions, not interventions.
We know retailers have conversations or encounters with customers that may cause discomfort or concern. There is no expectation for retailers to be a counsellor or intervene if they suspect someone is struggling with their gambling.
The training aims to help retailers gain the knowledge they need to feel confident when these situations occur. The training also provides the tools to handle common gambling related situations and clarifies how and where to direct customers to more information and if needed, resources for additional help.
It also highlights support that is available to retailers if you need someone to talk to directly.
What does problematic behaviour look like?
There are some common signs that indicate someone may be having difficulties with their play, such as choosing to buy lottery products over necessary items or complaining about losses. While you are not expected to diagnose problematic behaviour, you may recognize these signs and wonder how to respond. To assist you in knowing how to respond appropriately, we have created Response Guidelines which outline common player behaviours you may encounter and how to respond.
See Module 1 for more information on how to use these guidelines.
What do I do when I see signs of problematic behaviour?
If you notice some signs of gambling harm, remember you are not a counsellor, but you can share helpful information. You can ask the customer if they are doing ok, suggest a break in play if appropriate, and you can discretely hand over the GameSense Info Card with the customer’s product purchase, which provides them with gambling information and resources.
GameSense Info Card
If the behaviour continues or you aren’t sure what to do, talk to your Territory Manager about next steps.
Review the Training Modules for information.
Are there additional resources I can offer customers?
In some situations, if you feel comfortable, you can suggest additional resources to players where they can get more information:
A Little Guide to Playing Smarter Brochure
- Located at the Blue Table, this brochure gives tips to keep gambling fun
GameSense.com
- Provides useful information on how gambling works and resources
Gambling Support Line: 1-888-795-6111
- a confidential and toll-free service available in several languages
GamblingSupportBC.ca
- Provides information on treatment, resources and counselling
Talk with a GameSense Advisor: 1-866-815-0222 and select ext. 3
- GameSense Advisors can answer your customers’ gambling related questions and provide support. They are available for players seven days a week from 7AM to midnight.
What is the difference between the ‘GameSense Info Card’ and ‘A Little Guide to Playing Smarter’?
The GameSense Info Card is a tool for retailers to keep behind the counter and provide to customers at your discretion if you feel they need some additional information about safer play. The GameSense Info Card also directs customers to more resources, including the GameSense Advisors and Gambling Support BC to access support services.
A Little Guide to Playing Smarter is also a tool available for customers. This self-serve brochure is a compliance requirement and should be available at the blue table. This guide also provides tips on how to keep gambling fun.
Where can I get more support?
- View the Training Modules for more information on player health and responding to customers
- Talk with your Lottery Territory Manager
- Speak with a GameSense Advisor at 1-866-815-0222, ext 3, seven days a week from 7AM to midnight.
What is GameSense?
GameSense is a player health program that strives to provide information about the basic principles of gambling so players can make informed decisions about their gambling.
Visit GameSense.com for more information.
What is the GameSense Advisor program?
GameSense Advisors (GSAs) are responsible gambling specialists that are available to help customers and lottery retailers. They are highly trained to support a variety of scenarios to facilitate healthy approaches to gambling.
They are available via phone or live chat on GameSense.com, 7 days a week from 7 am – midnight. They have experience providing information about the games, tips to balance gambling and, if needed, access to support resources in the community, including referrals to free professional counselling.
If you ever have concerns and want additional guidance and support on how to best handle an interaction, the GSAs are available to help.
- Phone: 1-866-815-0222 ext. 3
- Live chat: GameSense.com
How do I get more GameSense Info Cards?
Please reach out to your Territory Manager to request more cards.
