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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 resort, theatres,
4 racetracks, 3 CGC’s
• Fundamentally, a service provider to our Crown
agents in BC, Nova Scotia
Corporate RG Department
Responsible for
• Policy development
• Operational support
• Training
• Marketing oversight
• Compliance
• RG Integration
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
✔ ✔ 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
✔ ✔ ✔ ✔
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
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.
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
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.
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
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
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”
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”
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”
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
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
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
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
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
Q&A
Thank You
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Chuck Keeling: The Integration of Responsible Gaming Practices and Culture at Casino Service Provider Level

  • 1.
  • 2.
  • 3. Mr. Chuck Keeling Vice President, Stakeholder Relations and Responsible Gambling Great Canadian Gaming Corporation
  • 4.
  • 5. Integration and Importance of Responsible Gaming Practices at the Casino Operator Level
  • 6. 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
  • 7.
  • 8. Corporate RG Department Responsible for • Policy development • Operational support • Training • Marketing oversight • Compliance • RG Integration
  • 9. What We Really Are … GCGC Operations GC RG Dept. Provincial Regulators
  • 10. 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 ✔ ✔ ✔ ✔
  • 11. 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
  • 12. 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.
  • 13. 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
  • 14. 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.
  • 15. 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
  • 16. 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
  • 17. 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”
  • 18. 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”
  • 19. 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”
  • 20. 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
  • 21. 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
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. Q&A
  • 27. 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