The National Council on Problem Gambling (NCPG) is making significant improvements to the National Problem Gambling Helpline. The changes are expected to provide consistent standards across participating states and provide insights into those calling the helplines, ultimately making help more accessible to people in need of problem gambling information and support services.
There are four primary aspects to the modernization project, which began in 2021. The first was establishing a national helpline number, 1-800-GAMBLER, something that was initiated in 2022. The single national number means a reduction in the number of state helpline numbers that need to be listed in national gambling ads. It also ensures that anyone living in participating states will be automatically routed to their local state helpline when I dialing 1-800-GAMBLER.
The second part of the project is upgrading the technology. This involved improving telephony and routing systems, synchronizing text and chat data collection forms, and ensuring access to language translation for services for all contact centers within the National Problem Gambling Helpline Network. While this work isn’t flashy to the public, it ensures that everyone gets connected to their contact center efficiently and effectively, and that language is not a barrier to care.
The third portion of the project involves working with the 27 contact centers that comprise the network to help each one grow, standardize communication and training, and ensure the centers obtain accreditation with the appropriate governing body.
The final aspect of the project relates to data collection. NCPG is working with the various contact centers to get permission to gather specific helpline data. This will provide insights into trends about callers using the service and the reason for their call, ultimately allowing NCPG to better support advocacy efforts at the national and state levels.
NCPG’s Helpline Committee has developed more than 15 data points they’re seeking to obtain from the contact centers. Some of the information includes who is calling the helpline (family member, individual who gambles, etc.), the kind of gambling that has caused problems (sports gambling, lottery, etc.), and the type of referrals made (to treatment, to peer support, warm transfer to crisis services, etc.).
“This information will allow us to identify and forecast trends, which will inform state and national advocacy efforts,” says Jaime Costello, director of programs for NCPG. “For example, if we see that peer services are becoming a more common referral option, we’ll be able to help the states advocate for more resources. Data strengthens advocacy efforts.”
NCPG hopes to complete the initial stages of the National Problem Gambling Helpline Modernization Project by the end of the year and is hoping to extend the work beyond 2024. NCPG is seeking to secure additional or extended funding to ensure that the project can be continued through to completion. Funding for the National Problem Gambling Helpline Modernization has been provided by the NFL via the NFL Foundation.
Note: Minnesota will continue to advertise its own helpline number 1-800-333-HOPE (4673) for in-state messaging. If sports betting is approved, the NCPG helpline number will be used in ads to eliminate the need to have multiple numbers printed. Regardless of which number a Minnesotan calls, they will be connected to the state’s help center vendor.