ClubSAFE Advanced Responsible Conduct of Gambling Training

The ClubSAFE Staff-Customer Relations (S-CR) Training program is a proactive approach to staff training in responsible gambling and customer care developed by the University of Sydney Gambling Treatment and Research Clinic.  

The program teaches staff members to actively build rapport with customers, identify those at risk of gambling-related or other mental health issues and provide support for these issues in an empathetic and destigmatised manner.

The in-person training has two levels Advanced and Ambassador, as outlined below. 

Important: Persons that complete both the Advanced and Ambassador level training will be eligible to apply for an Advanced RCG endorsement — required for Gambling Contact Officers proposed in the Gaming Machines Amendment (Gambling Harm Minimisation) Bill 2020 — under recognition of prior learning.


S-CR Advanced Training

The first level of training is provided to staff members who have frequent face-to-face interactions with customers (e.g. gaming floor staff).

This training:

  • Reinforces the roles and responsibilities of all staff in maintaining recreational gambling environments
  • Introduces the Rapport, Approach and assess, Assist, and Respond (RAAR) framework and its application to approaching and supporting customers
  • Uses interactive role playing and skills-based activities that apply the RAAR framework to a variety of situations
  • Includes in depth examinations of the psychology of problem gambling, the impacts of stigma, peer support, and the role of customer service in responsible gambling
  • Emphasises the need to interact with all customers, including those exhibiting warning signs of potential harms.

Training information:

 Delivery Method  Duration   Cost:
 In Person  6 hours

 ClubSAFE Members: $330 + GST per person

 Non-Members: $480 + GST per person


S-CR Ambassador Training

Note: You must have completed the Advanced Level Training to undertake this course.

The second level of training is delivered in person and is provided to staff in situational management roles, such as team leaders, supervisors, managers, security staff, and gambling ambassadors. Staff undertaking this training are required to attend both days of training.

This training:

  • Uses interactive role playing and skills-based activities that apply the RAAR framework to common crises situations
  • Provides empathy, validation, and effective feedback training to teach how to effectively support other staff members involved in crises situations
  • Emphasises the need to intervene with all customers showing signs of distress, regardless of the level of potential harm severity.

Training information:

 Delivery Method  Duration  Cost:
 In Person  6 hours

 ClubSAFE Members: $330 + GST per person

 Non-Members: $480 + GST per person


To express your interest in the S-CR Advanced Training or S-CR Ambassador Training please fill out the webform below.

 

ClubSAFE Staff-Customer Relations training program - EOI

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