It’s clear that the Bacta SR Exchange succeeds in reaching parts of the safer gambling eco-system that are frequently overlooked by external stakeholders. Two attendees who participated in the last edition held in Birmingham, Crown’s Andrea Rushworth and Jo Craig of Pokerface Consultancy, provide their insight and analysis of what it is that makes the Exchange a key date in the diary and why it shouldn’t be missed.
Andrea Rushworth, Area Manager at Crown Leisure, has praised Bacta’s SR Exchange for providing what she described as a ‘rare opportunity’ for consumer-facing staff drawn from across the country to share their experiences of what it takes to deliver a safe gambling experience.
Andrea, part of a seven-strong Crown Leisure team which attended the last SR Exchange in Birmingham explained: “Most of the safer gambling events that take place seem to be aimed at policy-makers and academics, in the process bypassing arguably some of the most important people in the conversation which are the venue staff who are responsible for engaging with players.”
Drawing on her experience of managing seven venues and having 35 direct reports she added: “SR Exchange attendees were actively encouraged to participate and most importantly were given the confidence to share their opinions and their lived experience. Having smaller groups made a huge difference and added to the dynamic.
“It’s a real skill to know when to intervene if you think one of your customers is experiencing problems with their machine playing and there’s so much to be learned by talking with and listening to people from other companies doing the same job as you. I also think the Exchange provides a perfect opportunity for the Gambling Commission to gain a better understanding of the practical issues faced by consumer-facing staff.
“Speaking from a Crown Leisure perspective the SR Exchange worked on a number of levels. It reinforced that what the team is doing in-venue represents best practice, it provided a range of fresh perspectives to consider and it also bolstered confidence. All in all it was a hugely worthwhile day not just for us but for every Bacta member who attended.”
The sentiment was echoed by ex-Gambling Commission Compliance Manager and former Mecca Bingo General Manager Jo Craig, who formed the PokerFace Consultancy in response to observations that there was a need for tailor made solutions to regulatory compliance requirements, provided in a positive way.
Confirming her reflections on the Exchange she stated: “It was a fantastic experience. The size of the groups was manageable which gave everyone the opportunity to speak. The one that I was in included business owners, compliance people, operational management and customer facing staff – so we had some really interesting discussions about lots of different topics.
“Talking practically about legislation and policy can be quite overwhelming and in some cases intimidating, so to be in the company of your peers discussing operational issues and practical solutions is invaluable. Having customer-facing staff is vital in providing insight into a more holistic approach to Safer Gambling. Getting contributions from the individuals that are expected to carry out those difficult conversations around interactions and exclusions, is in my opinion an absolute no-brainer!
She noted: “I believe that the majority of AGC, FEC and Bingo staff already Know Their Customers and are the most powerful tool we have as land-based operators. It’s important to encourage interactions between staff and customers, because they are the ones that will let you know if there is a problem with Mrs Miggins that comes in three times a week, who lost her husband last year and isn’t taking care of herself.
“Venue staff make telling contributions in their communities every day of the week and we should never lose sight of the broader benefits of the industry’s KYC commitments.”
To register for the free to attend SR Exchange complete the online form: https://forms.gle/VPjEtmFWedQUjKk4A
