Conflicting role responsibilities may prevent venue staff from approaching and referring gamblers to gambling help services

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Author(s): Riley, Ben J. ; Orlowski, Simone ; Smith, David P. ; Baigent, Michael F. ; Battersby, Malcolm W. ; Lawn, Sharon

Journal: Harm Reduction Journal

Year Published: 2018

Date Added: February 23, 2019

This study investigated how individuals with problem gambling are identified and approached in gambling venues. It explored the topic from the perspectives of individuals with problem gambling, gambling venue staff, and gambling counsellors. Venue staff described a role conflict in being expected to encourage gambling while also making sure customers do not gamble too much. Venue staff felt that they had to make a moral judgement about who might have gambling problems. This led to an unwillingness to single out certain customers and fear concerning how customers would react. Individuals with problem gambling were also aware of the role conflict of venue staff. Many were not open to receiving feedback about their gambling behaviour from venue staff. Gamblers also questioned the venue staff’s sincerity in their offer to help.

Citation: Riley, B. J., Orlowski, S., Smith, D., Baigent, M., Battersby, M., & Lawn, S. (2018). Understanding the business versus care paradox in gambling venues: A qualitative study of the perspectives from gamblers, venue staff and counsellors. Harm Reduction Journal, 15, 49. https://doi.org/10.1186/s12954-018-0256-4

DOI: https://doi.org/10.1186/s12954-018-0256-4

Keywords: casino employees ; casino staff training ; Corporate Social Responsibility (CSR) ; gambling environments ; identification ; prevention paradox ; problem gambling

Topics: Gambling Environment ; Information for Operators

Conceptual Framework Factors: Environment - Culture of Social Responsibility ; Exposure - Gambling Setting ; Gambling Environment ; Gambling Exposure

Response Rate: N/A

Study Design: Descriptive: Qualitative

Geographic Coverage: Australia

Study Population: Individuals with problem gambling, gambling venue staff, and gambling counsellors living in Australia.

Sampling Procedure: The researchers selected participants using a mixed purposeful sampling method. Individuals with lived experience of problem gambling were recruited from two local gambling help services and a local consumer advocacy group. Gambling counsellors were recruited from six gambling help services. Gambling venue staff were recruited through the Australian Hotels Association and targeted to those with experience in approaching customers who showed signs of problem gambling. For the in-depth interviews, recruitment purposely sampled Aboriginal and/or Torres Strait Islander individuals who were impacted by problem gambling, as well as individuals who sought help services.