FEATURE: TRAINING AND COMPLIANCE

Raising the stakes

How clubs are navigating new gaming regulations with responsible training and best practice.

GAMING UNDENIABLY CONTRIBUTES significantly to club revenue. However, this comes with responsibilities, and regulators nationwide have recently begun cracking down to ensure venues are more socially accountable.

In New South Wales, for instance, as of 1 July, it became mandatory for all clubs and hotels with more than 20 gaming machine entitlements to always have at least one Responsible Gambling Officer (RGO) on duty when gaming machines are in operation.

More recently, it became compulsory on 1 September for these same venues to create and maintain a Gaming Plan of Management (GPOM). This framework outlines a venue’s gaming operations, and responsible conduct of gambling and harm minimisation obligations.

NSW Minister for Gaming and Racing David Harris previously admitted there is no single solution to address gambling harm, which is why multiple reforms have been implemented.

“The NSW government is committed to gambling reform, reducing gambling harm and stopping money laundering and criminal activity associated with poker machines,” Harris said.

“In NSW, gaming machines represent the highest risk of gambling harm. One in three people who gamble regularly are considered to be moderate or high-risk gamblers according to the Problem Gambling Severity Index.”

However, implementing and keeping up with these regulatory changes can be challenging for clubs, according to Ashlea Harper, head of clubs consulting at Barrington Group Australia. She attributes this to insufficient staff training and knowledge across all levels. But a failure to comply, Harper said, can lead to a range of consequences including fines, changes to gaming licenses, license suspension, and even loss of employment.

A welltrained staff is empowered to deliver exceptional customer service.

– Andrew Lewis, Allara Global CEO

Auscomply founder and CEO Jason Thomas agrees, warning that non-compliance can be costly.

“While regulators may start with cautions, once legislative changes have moved through grace periods and become strictly enforced, it can result in breach notices, fines, court appearances and more,” he said.

In more extreme circumstances, Thomas said, regulators can shut down a venue, issue licensee exclusions or additional license conditions, restrict operating hours, and increase compliance expenses.

“Non-compliance can even result in increased license renewal fees and more,” he added.

Keeping up with changes

However, through effective and regular staff training in procedures, oversight, and best practice, clubs can stay compliant with regulatory changes.

“Refresher training is a great way to ensure staff are reminded of their obligations and serves as a record that the venue is proactive in meeting their obligations,” Harper advised.

Consistent compliance training can also help curb any shortfalls that may arise from high staff turnover, a common challenge faced by the hospitality sector.

“The recent requirements for venues to have trained RGOs on duty will make retention of those already trained an important factor to keep that experience on the floor and costs down,” Thomas said.

“High turnover of RGOs will mean increased training costs, possible disruption to a venue’s management of gaming patrons, including self-excluded patrons, and the obvious risk of non-compliance.”

Compliance training, however, needs to be more than just a box-ticking exercise, cautioned Allara Global CEO Andrew Lewis. He emphasised that it plays a crucial role in helping protect patrons, especially those struggling with gambling problems.

“Compliance training ensures staff remains up to date on the latest regulations and protocols. This includes updates on the increased frequency of mandatory welfare checks, allowing them to adhere to best practices and safeguard patrons’ wellbeing consistently,” he said.

Clubs generally become an integral part of the community, supporting their local sporting clubs and responsibly providing a safe and reliable entertainment location.

– Jason Thomas, Auscomply founder and CEO

Lewis also highlighted the importance of early intervention training as a key part of compliance training. He believes it can help staff recognise early warning signs of gambling addiction.

“This allows for timely intervention and support, potentially preventing significant financial and personal losses for the patron. Research heavily underlines the importance of early intervention in a gambler’s recovery path,” he said.

Audit for assurance

TO STAY ON top of compliance and training, Ashlea Harper, head of clubs consulting at Barrington Group Australia, recommends conducting annual independent gaming compliance audits. These audits help venues determine if they are correctly implementing their Gaming Plan of Management, identify gaps or shortfalls, prevent potential problems from becoming significant, and proactively address issues before they escalate.

“Audits on current procedures and processes also ensure the venue is meeting their obligations and gives staff and managers confidence in navigating this space,” she said.

According to Harper, there are two types of audits that clubs can carry out:

• Covert Gaming Audits: These audits provide a valuable opportunity to obtain an impartial assessment of your venue’s operations, particularly during peak trading periods when senior management may not be present, and compliance breaches are more likely to occur. These audits are conducted discreetly, offering a true reflection of your venue’s adherence to the GPOM and RCG obligations in real-time.

• Overt Audits: These involve an on-site meeting with a designated manager to assess the current compliance documentation and procedures. The audit team assists by thoroughly reviewing your venue’s practices, identifying any shortfalls, and providing tailored recommendations to ensure your venue is fully compliant.

This proactive approach not only helps in maintaining compliance but also enhances operational efficiency and staff accountability

“Staff at floor level through to Board level are required to complete training relevant to their level of responsibility,” Harper said.

“Staff at floor level through to Board level are required to complete training relevant to their level of responsibility,” Harper said.

“As there are ongoing changes, the implementation of processes and procedures can also be overlooked which is why it is highly beneficial to invest in compliance audits to identify shortfalls and enhance understanding.”

Effective compliance training is particularly essential for younger staff who may lack experience with problem gambling situations, Lewis added.

“Unfortunately, younger staff members might not have encountered situations involving problem gambling before. Supporting these patrons can be emotionally complex. Effective compliance training equips staff with the skills to navigate these situations with empathy and provide appropriate support for troubled gamblers,” he said.

Upskilling staff not only ensures compliance but also demonstrates that management values and invests in their most important asset: their employees.

“A well-trained staff is empowered to deliver exceptional customer service,” Lewis said.

“This translates to increased patron satisfaction and loyalty. Patrons appreciate staff who are knowledgeable and attentive and can effectively resolve any issues that might arise.”

Allara Global, for instance, offers a comprehensive suite of training programs to address these knowledge gaps. Within their structured training plans, there are regular refresher courses for RGOs and assistant RGOs to ensure their knowledge remains current and sharp on topics such as domestic violence awareness, accredited Responsible Conduct of Gambling training, and a thorough understanding of Responsible Service of Gambling principles.

Additionally, there are also specialised masterclasses. Beyond the fundamentals, Allara Global provides in-depth courses aimed at equipping entry-level employees with a strong foundation, while helping emerging leaders with advanced their skills. Specific areas of focus include supporting problem gamblers and conducting effective welfare checks, ensuring staff is well-prepared to handle complex situations with empathy and expertise.