Managing the gambler—video transcript
In this High stakes responsible service of gambling (RSG) interactive training video—Managing the gambler, the venue's client liaison officer (CLO) talks to the patron about support for gambling harm.
[Seen from the CLO's perspective, she enters the venue, greeting other staff members and walking through the gaming and bar areas.]
[CLO]
Hey, guys, how are you going? Morning!
Good morning!
[A staff member approaches the CLO in the bar area.]
[Staff member]
Hey Steph, you got a minute?
[CLO]
What's up?
[Staff member]
I have a customer who I think might be struggling with his gambling.
[CLO]
Have you noticed anything in particular?
[Staff member]
Yeah, a few things over the last couple of weeks.
[The video cuts to a scene from the previous video where the patron almost bumps into the staff member after getting money out of the ATM.]
heavy use of the ATM...
[The video cuts to another scene from the previous video where the patron interacts with another patron.]
asking other punters for money...
[Patron]
Do you mind if I have a couple dollars?
[The video cuts to another scene where the patron is playing at the same machine.]
[Staff member]
He seems to always be in and be at the same machine. He's also made some comments, might have been said as a joke, but I can't be sure.
[The video cuts to another scene from the previous video.]
[Patron]
The only thing paying out in this place is the ATM! At least I've paid your wages for the week, ey!
[The video returns to the present scene.]
[Staff member]
I've already spoken with him and he's agreed to talk with you. So I've asked him to sit and wait for you over in the dining area.
[CLO]
Ok. I'll be straight over.
[The CLO approaches the patron who is waiting alone in the dining area.]
Hey, mate, thanks for waiting for me. So, one of my staff has been watching you and tells me you might have a gambling problem.
[Patron]
Gambling problem? Who do you think you're talking to?! I don't have to sit here and listen to this!!
[Video action freezes and these statements/questions appear on screen: That's not a good start. What are your responsibilities? Could you have approached this differently? Pause button appears to allow time for group discussion.]
[CLO's inner voice]
I can't accuse him. It's not my place to judge. I know how hard it can be to seek help. I need to try a different approach.
[The video rewinds to the start of the conversation.]
[CLO]
Hey mate, thanks for waiting for me. How are you going? It sounds like things aren't going too well for you right now. How are things at home? Is everything alright?
[Patron]
I really stuffed up this time. I've lost the rent. I can't tell the wife; she'll leave me for sure. I don't know what to do! I've got nowhere to go.
[The scene pauses. Pause button appears to allow time for group discussion.]
[CLO's inner voice]
Oh, I'm not equipped for this. I'm not a counsellor! I need to stay focused on what I can do. The important thing is to let him know help is available and that our venue is here to support him.
[The video rewinds to the start of the conversation.]
[CLO]
Hi there, I'm Steph. I just want to let you know we're here to help if you're not enjoying gambling like you used to. If you like, I can take you through a couple of ways we can help.
[Patron]
Look, I'm just having a bad day.
[CLO]
Look, I totally get that. I know some people that are great to chat to when you're having a bad day.
Here's the number for a free helpline. You can use a phone here to call now if you like. You might find it helpful just to talk it through with someone.
[CLO's inner voice]
Ok, so I've let him know help is available and given him the opportunity to talk to someone now. I want to let him know that we're here to help him, whatever decision he makes.
[CLO]
Whatever you choose, we're here to support you. Have you heard about 'self-exclusion' or 'active monitoring'?
[The scene fades to black as these messages appear on screen: 'Be aware', 'Know your role' and 'Know your options'. Next frame states: for more information visit: www.business.qld.gov.au/rsg. Video ends on Queensland Government logo.]
Watch the High stakes RSG interactive training video—Managing the gambler.