Responsible Service of Gaming training evaluation

REPORT SUMMARY

responsiblegambling.vic.gov.au

2017–2018

Responsible Service of Gamingtraining evaluation

Contents

Evaluation findings at a glance .............................................................................................. 1

Introduction ........................................................................................................................... 2

Evaluation design and methodology ...................................................................................... 3

Key findings .......................................................................................................................... 4

Actions .................................................................................................................................. 7

Conclusions and next steps .................................................................................................. 8

Report summary: Responsible Service of Gaming training evaluation October 2019

Victorian Responsible Gambling Foundation Page 1

Evaluation findings at a glance The reach of the Responsible Service of Gaming (RSG) training was significant.

Between January 2017 and April 2018, the training modules were completed 14,297 times. This comprised:

• 8933 Module One online completions

• 5364 Module Two face-to-face completions.

Stakeholder satisfaction was high.

• Ninety-eight per cent of participants reported no difficulties accessing or completing the new training.

• All participants agreed the face-to-face training was delivered well by the Venue Support Program (with 85 per cent strongly agreeing).

• Ninety-eight per cent of participants agreed Module Two training built on their learnings from Module One training.

Gaming venue staff and management increased their knowledge and skills.

In March 2018, after the training had been delivered for just over a year:

• 96 per cent of staff felt they were able to identify behaviours associated with problem gambling without assistance

• 78 per cent of staff agreed Module Two training led to more purposeful and proactive interactions with customers showing signs of problem gambling

• 67 per cent of managers had interacted with customers in the previous six months due to concerns they were showing signs of problem gambling

• 83 per cent of customers had ‘no problem’ with staff interacting with people when they observed signs of problem gambling.



RSG training equips gaming venue staff with the knowledge and skills required to ensure gaming is provided responsibly.

Introduction Victorian gaming venue staff must complete approved RSG training. RSG training equips them with the knowledge and skills to ensure gaming is provided responsibly.

Completion of an approved RSG training course is required of anyone employed in a Victorian gaming venue who:

• works in the gaming machine area of the venue, and/or

• has more than incidental contact or interaction with users of gaming machines in the gaming machine area.

In addition, venue operators, nominees of venue operators and holders of a gambling industry employee licence are required to complete RSG training.

Venue operators must ensure that any person they employ with a statutory requirement to complete RSG training complies with the training requirements.

Previously in Victoria, Registered Training Organisations (RTOs) were approved by the Victorian Commission for Gambling and Liquor Regulation to deliver RSG training. This training was mostly based on information provision.

A review conducted in 2011, with input from gaming venue staff, found that a more effective RSG training model would include case studies and role-playing of scenarios, with expert advice on how to respond, so staff could gain firsthand experience of responding to customers.

A new RSG training model commenced on 1 January 2017, consisting of an online module followed by a face-to-face module, delivered by the Venue Support Program and funded by the Victorian Responsible Gambling Foundation.

This document summarises the findings of an evaluation of the new RSG training model. The evaluation focused on the quality, style and format of the training delivery and its effectiveness in developing the knowledge and skills of participants. Given the timeframes, it was not anticipated that significant findings would be made on the long-term impact of the new RSG training.



Evaluation design and methodology The evaluation of the new RSG training model was conducted by The Social Research Group and managed by the Victorian Responsible Gambling Foundation.

The purpose of the evaluation was to assess the implementation and effectiveness of the training. The evaluation also looked at the quality of the RSG training program and provided suggestions for improvements to content and delivery, including the development of RSG refresher training.

The evaluators gathered information and data through the following methods:

• a brief in-venue exit survey with customers

• in-venue observation of gambler behaviour and staff interaction

• an online survey of gaming venue staff and management

• qualitative interviews with gambling industry bodies, gaming venue managers, venue support workers and those involved in the development of the training modules.

Information was collected at two points in time. An initial collection took place in March 2017, shortly after the new RSG training was launched in January 2017. A post-implementation collection – a repeat measure – took place in March 2018. Eighteen venues were involved in the initial collection and 22 venues in the post-implementation collection.

Participating venues included clubs and hotels of varying sizes from across metropolitan and regional Victoria. The venues and their staff made this evaluation possible and the Victorian Responsible Gambling Foundation is appreciative of this support.

Limitations

The following limitations should be considered when interpreting the evaluation findings:

• While there is a good spread of venues, recruitment was through self-selection – venues opted to participate in the study.

• For both staff and customers, survey participation was voluntary, so was subject to a self-selection bias.

These limitations mean that weighting or generalisation of the survey results was not applied during analysis, and care should be taken in generalising results to all Victorian venues.



‘I have a huge amount of respect for the Venue Support Program and … the work they do. They do a great job.’ Stakeholder feedback

Key findings Several key themes emerged during the evaluation.

Extensive reach of training

The new RSG training has reached the expected numbers of gaming venue staff.

• A total of 14,297 sessions were completed between January 2017 and April 2018 (Module One sessions and Module Two sessions).

• In March 2018, 76 per cent of staff surveyed had completed Module One training and 67 per cent had completed Module Two.

Participant and stakeholder satisfaction

Participants were largely satisfied with the new RSG training.

• Ninety-eight per cent of participants reported no difficulties accessing or completing the new training.

• There were very few suggestions for improvement. Nine people made suggestions, including:

o examine the length of the online module (Module One)

o improve the layout of training documents

o add multimedia and other elements to the training.

• Ninety-three per cent of staff and management reported the training package was easy to understand (rated it higher than seven on a 10-point scale for ease of understanding).

Qualitative feedback from stakeholders also indicated there was wide-ranging acceptance and support for the new training program.

The delivery of Module Two training by the Venue Support Program was found to be very effective. All participants agreed that the information was delivered well (with 85 per cent strongly agreeing) and that the activities and exercises helped their learning (with 77 per cent strongly agreeing).



‘After training, they go through the processes they’ve learned. This knowledge gives them confidence.’ Stakeholder feedback

Staff knowledge and empowerment to take action

The evaluation demonstrates an overall improvement in equipping venue staff to respond to signs that may indicate a customer is experiencing gambling harm.

Self-reported ability to take action increased significantly after completing Module Two:

• The vast majority of managers (more than 99 per cent) and staff (more than 94 per cent) reported having a good understanding of the actions they’re expected to take when they observe signs of problem gambling.

• Ninety-six per cent of managers and staff rated their knowledge and skills in this area highly.

• Managers reported high confidence in staff understanding of actions to take when they observe signs of problem gambling, with 94 per cent indicating confidence in their staff.

• Only 46 per cent of staff and 67 per cent of managers reported interacting with a customer personally in the previous six months due to concern they were showing signs of problem gambling. The main reason for not interacting in this way was not having seen any signs of problems, with 82 per cent of staff and 89 per cent of managers citing this reason.

The majority of staff (91 per cent) reported they received support from their managers in deciding proactive and purposeful actions to take.

Evidence of learning

Confidence in identifying the signs of problem gambling and in acting appropriately increased significantly for both venue managers and staff after Module Two training.

Evaluation forms completed after Module Two show a significant increase in staff confidence, from 15 per cent before training to 72 per cent after the training.

Self-reported ability to identify the signs of problem gambling proved greater than demonstrated ability, however, this was generally among staff with lower levels of industry experience.

When asked to identify signs of problem gambling within a written scenario, 92 per cent of staff and managers were able to identify at least one sign. Fifty per cent of staff and managers were able to identify three or more of the six potential signs of problem gambling within the scenario.

These results show that while many staff are able to identify signs, there is room for improvement in management and staff capacity to pick up all signs potentially associated with problem gambling.



Results from within the gaming venue environment

Overall, customers were aware of RSG requirements and supported the notion of staff purposefully and proactively interacting with patrons displaying signs of problem gambling. In both data collections, customers rated the customer service provided by venue staff as high. Key highlights were:

• The majority of customers (66 per cent) were aware of the RSG training requirements, with only 22 per cent of customers unaware of the requirements.

• Approximately 50 per cent of customers rated the venue highly or very highly (rated it higher than seven on a 10-point scale) in terms of its responsible service of gaming.

• Customers reporting a personal interaction with staff members increased from 36 per cent to 44 per cent between data collections. Notably, those at high risk of problem gambling reported an increase in interactions from 13 per cent to 25 per cent.

• The top three locations for interaction between customers and staff were at:

o the gaming machine

o the bar

o EFTPOS.

• The majority of customers (84 per cent at initial data collection, 83 per cent post-implementation) had ‘no problems’ with staff taking action, including approaching and speaking to them in response to observed signs.

The customer survey indicated that moderate- to high-risk gamblers reported greater levels of interaction with staff members than those at lower risk levels.

The evaluation also included observation of customers and staff within the gaming room environment. Key observations were:

• Several customers were seen exhibiting behaviours indicating they may be experiencing gambling harm, reinforcing that these signs are observable on the gaming floor.

• Notwithstanding the limitations of the observational method, staff were seen interacting with approximately one-quarter of customers (25 per cent at initial data collection, 17 per cent post-implementation) demonstrating at least one sign of gambling harm.

• These interactions largely consisted of speaking to the customer (43 per cent) or offering a non-alcoholic beverage (31 per cent).

• Few interactions were observed as being specifically related to responsible gambling, with six per cent of interactions involving the staff member asking if the patron was OK. No interactions were observed that involved a staff member asking customers if they would like to take a break.



Actions The evaluation report provides an analysis of the study findings and several suggestions based on stakeholder feedback. These suggestions are generally based on the feedback of individuals or small groups and, for the most part, are not conclusions or recommendations made by the evaluators. The suggestions are summarised below.

Suggested improvements to training delivery

• Provide more information for managers and staff about who requires RSG training, and when – potentially with email updates.

• Maintain flexibility in the times available for training, including scheduling regular training.

• Maintain the number of trainers to accommodate flexibility in scheduling training.

• Continue to communicate regulatory obligations so venues have consistent understanding of any changes.

• Revise indicative duration of Module Two training from 1.5 hours to 2–3 hours.

Suggested improvements to Module One content

• Consider reviewing the content to respond to the small number of stakeholders who indicated concerns around the length of the course and the complexity of some elements.

Suggested improvements to Module Two content

• Improve the layout of the workbooks and assessments, particularly with reference to scenarios and observable signs.

• Review and update case studies to improve accessibility and increase use.

• Consider adding video or other training media to enhance the learning experience.

Many of the issues raised in the evaluation, particularly those identified through the initial data collection in 2017, have been addressed. In addition, the content and delivery of the RSG training is regularly reviewed and adapted, and the suggestions above have informed ongoing improvement and development.



Conclusions and next steps Overall, the new RSG training has been implemented successfully and is achieving good knowledge outcomes for gaming venue staff.

The suggestions in the evaluation, regarding improvements to training content and direction, have been largely accepted. Many of these have already been implemented or are in the process of being implemented.

The Department of Justice and Community Safety is currently developing new RSG refresher training to complement the new RSG training model.

RSG training is part of a journey of upskilling venues and providing a firm basis for gaming venue staff to respond to signs of gambling harm in customers. RSG training and activities within the gaming venue space will continue to be supported by the wider Venue Support Program and ongoing collaboration between the Victorian Responsible Gambling Foundation, the Department of Justice and Community Safety and the Victorian Commission for Liquor and Gambling Regulation.

What does this mean for the Victorian Responsible Gambling Foundation and the Venue Support Program?

The Victorian Responsible Gambling Foundation will:

• in consultation with stakeholders, update and streamline the online training content

• support the development and implementation of RSG refresher training to ensure venue staff retain knowledge gained from initial training

• continue to monitor the impact and effectiveness of RSG training delivery, through the Venue Support Program.

The Venue Support Program will:

• make improvements to the delivery of the face-to-face training

• continue to deliver additional non-RSG training and support to gaming venues to complement the implementation of RSG knowledge and skills.

Responsible Service of Gaming training evaluation

REPORT SUMMARY

2017–2018

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Responsible Service of Gaming training evaluation