Advanced RCG – Supporting Staff Engagement With Patrons

Since 2021, the ClubSAFE team has been actively promoting and delivering this training to nearly 2000 club staff and managers. This effort has allowed ClubsNSW members to get ahead of the new training requirements proposed by the government.

Staff members’ response to the training has been overwhelmingly positive, with many expressing their gratitude that the training and facilitators have provided them with a set of skills which allows them to build rapport with patrons, helping to better identify patrons who may need support. Students report feeling better placed to understand a patron’s experience, show empathy and validation, and are now equipped to provide assistance to patrons when dealing with difficult situations. 

Students learn how to identify changes in behaviour with at-risk gamblers and how to use advanced interpersonal skills to anticipate, prevent and manage high intensity situations. The course teaches students the importance of reporting and accurate record keeping of patron interactions.

Throughout the course, staff are encouraged to share their experiences in the hospitality industry, building on each others’ learnings to support the identification of problematic gambling behaviour, and encourage patrons to access the range of responsible gambling initiatives offered by clubs throughout the state.

ClubSAFE currently delivers the Advanced RCG training to ClubSAFE+ and Premium members. All members can access the range of providers currently approved by Liquor & Gaming NSW to offer this training by searching the L&GNSW Approved Training Provider Mapping Tool

If members have any questions about the training or ClubSAFE membership, or the ClubsNSW Gaming Code of Practice, they can contact ClubASSIST on 1300 730 001 or via email at [email protected]