At Better Change we have decided on the theme of ‘Better Conversations = Better Outcomes’ for our Safer Gambling Week messaging. During the week we will be highlighting industry voices and demonstrating how better conversations within our industry have led to better outcomes in terms of preventing gambling harm.

Since its inception in 2017, Safer Gambling Week has had more than its fair share of critics. It has been accused of being nothing more than a publicity stunt, gambling industry propaganda designed to sway public opinion and mask the supposed evils that take place behind closed doors. Absolute hokum, of course, but if there is one thing the mainstream media likes it is hokum.

This has of course in recent years shaken public trust in the campaign, but while gambling reform lobbyists are screaming for the industry to be taxed until it’s pips squeak, it seems like a perfect time for the industry to take control of the narrative of the Betting and Gaming Council-led campaign.

And why shouldn’t it. Safer gambling belongs in the industry; not in politics. In literal terms it is the act of gambling safely. I have been fortunate enough to work in gambling since Safer Gambling Week began and the change has been seismic, not only in the attitudes towards safer gambling but in terms of the resources operators now invest in it.

There are now thousands of people in the industry who are employed with the purpose of making gambling safer for those who play, a huge step forward compared to not too long ago when safer gambling would sit as one of many functions of a compliance department or even compliance individual. It has been a privilege to work with so many of these teams through training programmes we have delivered at Better Change, presentations, panels at events and most importantly of all, spending time with safer gambling professionals in their organisations to understand the work they do and the challenges they face on a daily basis.

Of those challenges, interactions and how we communicate with our customers is one of the most difficult. Balancing the expectations of regulation, the customer and the need of the business is complicated. Every interaction ultimately is for the customers benefit, even the most challenging ones, but they do not always see it that way and we often run the risk of alienating customers we are trying to help. Not too long ago, safer gambling interactions would consist of a brief check in to ask if the customer was okay, or if they were comfortable with their level of play.

Today these conversations are much more nuanced. Backed up with data and financial information, safer gambling operatives are looking for key words and clues that could provide evidence that a player is within or outside of their sustainable levels of play. Interactions can pivot in real time if there is a disclosure that something more serious is happening and the player’s welfare will take precedence over issues relating to the player’s account.

Early results from some of our work with clients in promoting a Positive Play approach to safer gambling interactions has led to more early-stage interactions where education and signposting is effective, and less demand for late-stage interventions where the situation has escalated to a more severe level with greater risk of harm. Evidence that better conversations do lead to better outcomes. Have a great Safer Gambling Week and Play Positively.

Rob has held various roles in his 14 years in the gambling industry. As an operator he gained recognition for his commitment to customer service and welfare including being awarded the title of Racing Post and SiS Betting Shop Manager of the Year in 2016, before switching his attention to helping those most severely affected by gambling harm overcome their addiction at treatment provider Gordon Moody.

Rob is a keen advocate of the gambling industry and brings a unique insight into the prevention and treatment of gambling harm. Working with the team at Better Change, he has found his home focusing his efforts further upstream, aiming to prevent gambling harm through Positive Play.

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