Staff Perceptions of Responsible Gambling Training Programs: Qualitative Findings

Staff training in responsible gambling forms an integral component of industry measures designed to respond to and minimize gambling-related harms. Research suggests that venue staff members have the capacity to identify behavioral indicators of problem gambling among patrons, but often are reluctant or fail to respond to patrons unless directly approached for assistance. Understanding the barriers preventing staff from proactively intervening with identified patrons is necessary if a positive shift toward greater levels of assistance for at-risk individuals is to be achieved. A series of focus groups were conducted with management and floor staff (N = 20) from a large New South Wales registered club venue to better understand their experiences and attitudes towards existing responsible gambling training programs. Qualitative phenomenological data were analyzed using inductive thematic analyses and resulted in the identification of three primary domains: ability to identify harmful gambling behaviors; perceived challenges and barriers to intervention; and potential improvements to current programs. Responses were consistent with the literature in demonstrating staff abilities to identify behavioral indicators, but importantly revealed a lack of certainty and understanding in relation to their specific roles, potential legal consequences and implications for employment by taking the initiative to proactively intervene. Recommended improvements to strengthen the effectiveness of programs included the implementation of well-defined protocols setting out role expectations and procedures for floor staff to follow, and importantly, a fundamental shift in middle and senior management culture to one that actively supports and positively acknowledges staff-customer interactions designed to assist problem gamblers.