Empowering Staff to Effectively Interact with Gaming Patrons

Advanced Responsible Conduct of Gambling (RCG) has been designed by Liquor & Gaming NSW to give senior staff of gambling venues the advanced knowledge, confidence and practical skills required to effectively interact with patrons, as well as the leadership skills required to competently guide and support their junior staff in creating a safe gambling environment in their venue. 

Advanced RCG assists clubs in implementing a proactive approach to managing high-intensity situations involving angry, aggressive or distressed patrons, and concerned family members.

By 1 July 2024, any staff carrying out RGO duties and managers who will supervise RGOs must complete ARCG. Unless they supervise RGOs, approved managers, hotel licensees and club secretaries will have until 30 September 2024 to complete ARCG.

Advanced RCG is a short one-day program. By the end of the course, participants will have the knowledge and skills to:

• Identify, approach and assist patrons who are showing signs of problematic gambling behaviours.
• Refer patrons to appropriate support services including self-exclusion.
• Understand and effectively apply key conflict resolution strategies when dealing with patrons who are showing anger or aggression.
• Advise and support venue staff in non-specialist roles to identify and report warning signs of problematic gambling behaviour.
• Lead and support a culture of responsible gambling and proactive gambling harm minimisation in your venue.

Clubs have a responsibility for the social effects that their business activities may have on their own patrons and the general public. In the case of gaming, this means every venue is responsible for proactively minimising any harm that might be associated with gaming activities. 

By actively promoting a culture of responsible gambling and proactively minimising gambling harm, your venue becomes more sustainable over the long term as patrons are more likely to return if they are confident the club provides a safe gambling environment. In addition, it also earns a positive reputation in the eyes of the general public for being a socially responsible business and contributes to wider community acceptance of the gambling industry as it is seen to be a socially responsible industry. 

Advanced RCG takes six hours to complete and costs $300 per person. Minimum groups apply. For more information, please visit https://bit.ly/advanced-rcg