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Mr. Chuck Keeling
Vice President, Stakeholder Relations and Responsible Gambling
Great Canadian Gaming Corporation
Integration and Importance of
Responsible Gaming Practices
at the Casino Operator Level
Who We Are
• BC-based company founded in 1982
• 4600 employees in 4 jurisdictions
• 16 properties - 10 casinos, hotel reso...
Corporate RG Department
Responsible for
• Policy development
• Operational support
• Training
• Marketing oversight
• Comp...
What We Really Are …
GCGC
Operations
GC RG Dept.
Provincial
Regulators
Offered RG Programs
RG Features BC Nova Scotia Racetrack Venues in Ontario Washington State
RG Policies and Procedures
✔ ✔...
RG Check Accreditation
• Accreditation program created by the Responsible
Gambling Council (RGC)
• Standards provide indep...
Our Fundamental Objective…
• To develop a company-based RG strategy that is over and
above the mandated minimum directed b...
Incremental Tactics
• RG Site Committees
• Policy and Guide
• RG Training for non-gaming staff
• Employee Campaign
• RG Da...
Employee Survey Takeaways
• 59% of GC employees (who participated in the survey) believe
RG is ‘very important’ to their p...
Employee Survey Takeaways
“What would be helpful to enhance your knowledge of
responsible gaming?”
• Having a one-on-one s...
Employee Survey Takeaways
• Conflict resolution tactics related to angry/upset
customers
• More frequent training - help “...
External Stakeholder Survey Findings –
Non-Customer
• Acknowledge problem gambling - be honest and transparent
• Share how...
External Stakeholder Survey Findings –
Non-Customer
• Address the credibility gap around problem gambling in the industry
...
External Stakeholder Survey Findings –
Customer
• Customers were clear on their sentiment- they recognize
programs and res...
Voluntary Self-Exclusion
• In 2014, one of GC’s BC sites had 348 VSE applications
• VSE applications with a GSA- 144; with...
Voluntary Self-Exclusion Observations
• LPR is an operational asset that provides good detection
support for staff
• Lack ...
Key Learnings & Observations
• We realize RG continues to evolve - we want RG to be part of
our corporate culture
• We rec...
Key Learnings & Observations
• Importance of problem gambling as a health issue
• Industry needs to stress the importance ...
Why This Matters
• We need to build our business with a long term focus that
includes healthy players/customers
• Industry...
Q&A
Thank You
To provide session feedback:
• Open New Horizons app
• Select Agenda tile
• Select this session
• Select Take Survey at bo...
Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level
Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level
Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level
Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level
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Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level
Presented at the New Horizons in Responsible Gambling Conference in Vancouver, February 2-4, 2015

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Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level

  1. 1. Mr. Chuck Keeling Vice President, Stakeholder Relations and Responsible Gambling Great Canadian Gaming Corporation
  2. 2. Integration and Importance of Responsible Gaming Practices at the Casino Operator Level
  3. 3. Who We Are • BC-based company founded in 1982 • 4600 employees in 4 jurisdictions • 16 properties - 10 casinos, hotel resort, theatres, 4 racetracks, 3 CGC’s • Fundamentally, a service provider to our Crown agents in BC, Nova Scotia
  4. 4. Corporate RG Department Responsible for • Policy development • Operational support • Training • Marketing oversight • Compliance • RG Integration
  5. 5. What We Really Are … GCGC Operations GC RG Dept. Provincial Regulators
  6. 6. Offered RG Programs RG Features BC Nova Scotia Racetrack Venues in Ontario Washington State RG Policies and Procedures ✔ ✔ In progress In progress VSE ✔ ✔ Guests are referred to OLG’s VSE program Not currently Employee Training ✔ ✔ In progress ✔ Responsible Gaming Kiosks, Information Centres and Advisors ✔ ✔ Guests are referred to OLG kiosks and centres No RG Literature ✔ ✔ Some materials available ✔ Problem Gaming Help Line Assistance ✔ ✔ ✔ ✔ Marketing Standards ✔ ✔ Not currently Not currently Involvement and Awareness ✔ ✔ ✔ ✔ RG Check Accreditation ✔ In progress Not applicable No Appropriate Service of Alcohol ✔ ✔ ✔ ✔
  7. 7. RG Check Accreditation • Accreditation program created by the Responsible Gambling Council (RGC) • Standards provide independent benchmarks for the content, quality and breadth of RG programs delivered by gaming providers
  8. 8. Our Fundamental Objective… • To develop a company-based RG strategy that is over and above the mandated minimum directed by the provincial Crown agents. • Drive RG engagement at the site and community level by supporting company generated education, promotions and events.
  9. 9. Incremental Tactics • RG Site Committees • Policy and Guide • RG Training for non-gaming staff • Employee Campaign • RG Day at each GC location • RG Check Recommendations
  10. 10. Employee Survey Takeaways • 59% of GC employees (who participated in the survey) believe RG is ‘very important’ to their particular role/position • 85% of GC employees rate their understanding of problem gambling signs as 'very good’ and ‘good’ • 70% of GC employees feel ‘very comfortable’ and ‘comfortable’ when responding to a guest who expresses concerns about their gambling. • 60% of GC employees feel ‘very comfortable’ and ‘comfortable’ about responding to a guest who is angry or upset about how much they lost.
  11. 11. Employee Survey Takeaways “What would be helpful to enhance your knowledge of responsible gaming?” • Having a one-on-one session with the GameSense Advisor (Site RG Advisors) at least once a year • More training and hands on practice related to difficult conversations with guests
  12. 12. Employee Survey Takeaways • Conflict resolution tactics related to angry/upset customers • More frequent training - help “fill in the gaps” • Information related to the success of the RG programs and the recovery process
  13. 13. External Stakeholder Survey Findings – Non-Customer • Acknowledge problem gambling - be honest and transparent • Share how GCGC is addressing the problem but not make it the focus “People have the right to choose to gamble or not” “Be a leader in addressing community concern around responsible gambling”
  14. 14. External Stakeholder Survey Findings – Non-Customer • Address the credibility gap around problem gambling in the industry and public perception that problem gamblers are casinos’ best customers • It is better to take a collaborative approach with government to address the issue “The self-exclusion program exists but is spectacularly unsuccessful” “It has to be a genuine concern versus pretending and doing as little as one can”
  15. 15. External Stakeholder Survey Findings – Customer • Customers were clear on their sentiment- they recognize programs and resources are available • They expect casinos to operate responsibly • Mandatory ID’ing when entering casino: • More frequent guests were dismissive • Less frequent/younger guests expressed similar reservations “The intention is admirable but the implementation is tricky”
  16. 16. Voluntary Self-Exclusion • In 2014, one of GC’s BC sites had 348 VSE applications • VSE applications with a GSA- 144; without a GSA- 182 • 802 violations • LPR’s assisted in stopping 155 VSE violators from entering the property • Ikiosks (ID swipe for guests 30 and under) stopped 119 VSE violators
  17. 17. Voluntary Self-Exclusion Observations • LPR is an operational asset that provides good detection support for staff • Lack of breaching consequences a key issue • Staff want to understand and know what happens to VSE’s in terms of improvement and treatment • It only works when there is a will to comply; despite the breaches, we believe they represent the minority
  18. 18. Key Learnings & Observations • We realize RG continues to evolve - we want RG to be part of our corporate culture • We recognize we are not the experts - we will continue to learn from Crown partners and industry best practices • Focus on an outcome-based approach • Encourage training opportunities for employees • Want to work with Crown partners to enhance/improve the VSE process
  19. 19. Key Learnings & Observations • Importance of problem gambling as a health issue • Industry needs to stress the importance and benefits of RGC • Operators have a role with program/policy development
  20. 20. Why This Matters • We need to build our business with a long term focus that includes healthy players/customers • Industry’s reputation and social license depends on operating responsibly • Our staff have told us that they see RG as important part of the customer service they can provide • It is the right thing do to
  21. 21. Q&A
  22. 22. Thank You
  23. 23. To provide session feedback: • Open New Horizons app • Select Agenda tile • Select this session • Select Take Survey at bottom of screen If you are unable to download app, please raise your hand for a paper version

Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level Presented at the New Horizons in Responsible Gambling Conference in Vancouver, February 2-4, 2015

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