Q&A: Call to action: Tackling problem gambling

The effective treatment of problem gambling by operators, health professionals and indeed society at large is becoming an ever more pressing industry issue. Regulatory fines in the recent past against such operators as Rank, 888 and William Hill have highlighted that this issue is an ongoing one, which will continue to occupy the industry zeitgeist for some time yet.

GamCare, the charity which operates the national gambling helpline under the mandate of GambleAware is often the front line in the prevention of problem gambling in the UK. Its CEO Anna Hemmings discusses the work of GamCare and how operators can be more responsible.

EGR Compliance: What is GamCare’s mission?

Anna Hemmings (AH): GamCare exists to minimise harm related to problem gambling, and to avoid the development of problems in those who may be at risk. In this sense it is part of GamCare’s core mission to make gambling safer for everyone. One of the key ways in which we can do this is to drive the experience and voice of our service users into the heart of industry practices.

We see ourselves as translating the experience of our beneficiaries into constructive feedback for the industry, as well as developing innovative new ideas to close the gap between those who need support and those who access it. Effectively, we can provide the space in which that conversation can take place.

EGR Compliance: The number of calls to the National Gambling Helpline has increased by 23% across Great Britain over the last five years, yet problem gambling rates have remained largely stable according to recent UKGC statistics. Does this prove that people are becoming more concerned about their gambling habits?

AH: The increase in calls is likely due to greater awareness of support and treatment services for those affected by problem gambling, and more conversation around gambling in general, which we would encourage. The more we can stimulate conversation around what safer gambling looks like, and what the warning signs are that someone may be developing a problem, the better.

GamCare is now able to offer an increased range of services so that we can work with people wherever they are in their journey. This includes briefer interventions so that we can address concerns earlier, preventing people from reaching a crisis point and further reducing gambling-related harms.

Collectively, we need to work to make gambling activities as safe as possible. This means a mixture of approaches – in the first instance normalising conversations about gambling in society more broadly, as well as helping customers understand the tools which are available to them to help them stay in control of their gambling, providing information about risks in a clear and accessible way, and ensuring that if someone wants to take a break they can step away easily for as long as they want to.

EGR Compliance: In what ways can industry operators further reinforce responsible gambling messages?

AH: Gamcare have developed a Safer Gambling Standard, which replaces our certification. The standard aims to drive innovation in social responsibility. It focuses on integration of RG measures as part of the organisational culture. Operators should have an organisational strategy to minimise harm across their business, they need to have appropriate evaluation in place for their initiatives, and they need to share what is and what isn’t working across the sector.

Depending on the size and operation of the business, there may be a blend of data-driven systems and controls alongside human interaction which forms part of good customer service, delivered as part of an integrated strategy as mentioned above. Ultimately, the whole business needs to be a willing to really get to grips with social responsibility and to work hard to safeguard customers.

Lots of operators are proactively working to understand markers of harm for their customers, so that they can interact with those customers appropriately and signpost them towards player protection tools, or to support if they need it. A better understanding of gambling related harm and how to motivate behaviour change is helpful for operators – that’s why we have launched a new training course focused on this. The course is receiving great feedback from staff teams who now feel empowered to take the lead in safeguarding their customers, confident to speak about sensitive issues, and in turn to provide better customer service.

EGR Compliance: The National Gambling Helpline is currently free of charge, should UK gambling firms be made to contribute to the upkeep and maintenance of this service?

AH: The National Gambling HelpLine and GamCare’s network of treatment services are currently funded by GambleAware, which gathers voluntary contributions towards research, education and treatment for gambling related harm from the gambling industry as well as other ancillary companies and organisations.

GamCare has been providing support and treatment for those affected by problem gambling for 21 years, and we have a track record of achieving good outcomes for clients. We have adapted to fit current commissioning needs, as well as broadening the range of interventions we offer to reach more of the population, including earlier interventions so that we can prevent problems from escalating.