Given their close interaction with patrons, casino employees are in a unique position to spot those exhibiting signs of problem gambling. It follows logically that the better educated casino staff are in identifying those showing signs of harm from gambling, the more assistance they can offer.
Recognizing the importance of having staff trained to spot potentially problematic gambling behavior, the Minnesota Alliance on Problem Gambling (MNAPG) has partnered with SG Global to develop an employee training program. The training is expected to be implemented for casino employees at Canterbury Park and Running Aces initially, with the hope that additional casinos will participate in the future.
The training consists of three 20-minute modules designed to help casino staff identify and respond to signs of gambling-related harm. The program provides a practical framework for recognizing how gambling behaviors can escalate over time.
Drawing from lived experience, the training encourages earlier recognition and response rather than waiting for more extreme behavior to surface. “We show how an individual’s relationship with gambling can change over time, exploring the role of gambling, the emotions attached to their gambling and their current decision making,” says Ben Davies, managing director at SG Global. “Showing how harm can build over time and how an individual’s relationship with gambling can change helps staff better understand when and how to intervene, with an aim to preventing harm.”
The effort represents SG Global’s first training project in the United States. As a result, SG Global and MNAPG have worked closely to adapt the material for an American audience, modifying both the language and the examples to reflect cultural differences.
In the UK, where SG Global originated, conversations about gambling habits are more normalized. “It’s not uncommon in the UK for a cashier to ask a patron, ‘I noticed you’ve gambled more than you usually do, are you sure you want to place this bet?’” says Ben. In the U.S., such direct interactions are less comfortable, and the training aims to help bridge that gap in a respectful and effective way.
Once the training is rolled out, SG Global plans to re-evaluate progress after 3–6 months, making adjustments as needed. Additional modules focused on specific themes may be developed, and there is also interest in extending the program to tribal casinos with customized content, lived experience and imagery.
“We are keen to work with as many people as possible to help increase awareness of gambling harm so that gambling operators can support their customers to play safe in a sustainable and enjoyable manner.” says Ben. “This training is a step toward creating more awareness and promoting more open conversations with those at risk of gambling harm.”