REPSONSIBLE GAMING
going to work. We’ve also moved to a virtual game sense advisor service where we have Responsible Gambling experts that work, for example, in casinos with players to get them to understand concepts around safer gambling. We worked on a project last year on financial literacy where players engaged with our game sense advisors. We know from the research that your understanding of financial literacy can have an impact on your high risk behaviors around gambling. We’ve actually spun that service out virtually. So game sense advisors are also available by phone or live chat. In terms of voluntary self exclusions, we’ve noticed a large uptake in the virtual service, because people now don’t have to go into land based premises to self-exclude. They can do it online without actually having to visit the casino and we can see it working. We live by the three words: innovate, iterate and evaluate. We’re always thinking about how to evolve our programs. The game sense advisors service has been wildly successful for us. We have 56 GSAs working across the province and last year, they recorded 55,000 interactions with players around safer
gambling. We know from our evaluations that the nature of the conversations has completely changed since COVID. The majority of conversations that happen in venue with players relate to safer gambling. The majority of conversations that happen online are around problem gambling. It’s an anonymized environment, so players are willing to share. The GSAs weren’t trained on how to have those kind of interactions, so now we’ve invested in professional development for the GSAs. We keep track of that evaluative data as well and we’re noticing the quality of the interactions with players going up. For us, it’s always about how we use that evaluative data to further improve and make those continuous improvements and tweaks to the program as it goes along. This field has changed enormously, and it continues to evolve really quickly and in a lot of really good ways. That means we need to keep up, and we need to invest in the team that is actually interacting with our players, whether that’s online or in venue, for us to make sure that those approaches become more effective over time.
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