World-class online training to strengthen player protection standards & effectively safeguard consumers from harms. Informed by 'lived experience' & relevant to the latest LCCP requirement

ENSURE YOUR STAFF ARE EXPERTS IN SAFER GAMBLING & PLAYER PROTECTIONs

Developed by global specialists

A purposeful collaboration between YGAM, Betknowmore and the Responsible Gambling Council. Combining specialist knowledge, insight and research to create the most advanced comprehensive training programmes worldwide.

Awarded City & Guilds Assured status

The training has been awarded the prestigious City & Guilds Assured status following a robust evaluation process. City & Guilds are recognised worldwide as leaders in learning excellence and quality.

6 online training modules

Understanding customer vulnerability

Understanding gambling-related harms (2-part programme)

Understanding safeguarding and managing welfare issues relevant to gambling (2-part programme).

Enhanced skills for customer interactions (2-part programme)

Awareness of Gambling Support Services

Health and wellbeing

Understanding customer vulnerability

The aim of this programme is to raise learner awareness of customer vulnerability, in order to support your organisation’s own Safer Gambling initiatives. Learners will explore what is meant by vulnerability, why it is important to recognise it and how this can help your organisation in fulfilling its corporate responsibilities.

By the end of the workshop learners will be able to:

  • describe the purpose and importance of social responsibility
  • define the term ‘vulnerability’
  • understand what is meant by ‘customer vulnerability’
  • understand and describe the factors that can trigger vulnerability
  • identify potentially vulnerable groups
  • assess vulnerable individuals

Understanding gambling-related harms (2-part programme)

Understanding gambling-related harms Part A
This programme is designed to introduce learners to the different types of gambling-related harms and their causes. Learners will also explore the nature of addiction and investigate how recreational gambling can become damaging for individuals, communities, and society.

By the end of the workshop learners will be able to;

  • define the different types of gambling-related harms
  • identify the three factors that cause a loss of gambling control
  • describe the factors that can trigger vulnerability
  • understand and define the value of learning from experts by experience

Understanding gambling-related harms Part B
Told through the eyes of Joe, this programme is designed to help learners develop empathy and understanding for those struggling with gambling-related harms. Learners will follow Joe on his journey through addiction and use the work of psychologist Dr Custer to better understand the process that Joe goes through.

By the end of the workshop learners will be able to;

  • describe gambling addiction theory
  • identify how gambling related harms can impact individuals and their families
  • identify the factors that can change a customer’s relationship with gambling
  • identify the key components to building a customer profile

Understanding safeguarding and managing welfare issues relevant to gambling (2-part programme).

Understanding safeguarding and managing welfare issues relevant to gambling Part A: Safeguarding at risk groups

Understanding safeguarding and managing welfare issues relevant to gambling Part B: Welfare issues relevant to gambling

This 2-part programme is designed to give learners the information and confidence they need to identify safeguarding and welfare issues and put policies into practice. Learners will explore our legal responsibilities within the gambling industry and learn how to identify and correctly address safeguarding and welfare issues.

By the end of the 2-part programme learners will be able to;

  • describe what is meant by safeguarding and welfare in a gambling context
  • show familiarity with important laws governing safeguarding and welfare in gambling
  • understand the key steps in recognising and responding appropriately to causes for concern
  • describe what steps should be taken where immediate harm is evident
  • explain how vulnerability and duty of care are defined in the gambling sector

Enhanced skills for customer interactions (2-part programme)

Enhanced skills for customer interactions Part A

Great communication skills are key to ensuring that our customers are safe. In this programme, learners will investigate how having the right skills can help support your organisation’s responsibility to its customers. They will also learn how enhanced skills can help them have better interactions with customers who may be vulnerable.

By the end of the workshop learners will be able to;

  • explain what enhanced skills for customer liaison are
  • describe customer interactions where enhanced skills could be applied
  • identify examples of enhanced skills for customer interactions
  • explain the benefits of using enhanced skills in a customer interaction

Enhanced skills for customer interaction Part B

This programme takes the skills from part A and gives learners the opportunity to see how they can be used in a variety of scenarios within the gambling industry. Learners will get the opportunity to analyse different approaches and to consider how they might use these skills in practice.

By the end of the session learners will be able to;

  • describe the different situations where enhanced skills can help you to support your customers
  • identify and describe the different skills, in action

Awareness of Gambling Support Services

The aim of this programme is to give learners the knowledge needed to signpost vulnerable customers towards help and support. We will explore the organisations that support gamblers and the protections that are available to help customers take control when gambling becomes disordered.

By the end of the workshop learners will be able to;

  • describe the different types of support services available and what they do
  • explain why knowledge of these services is important to your customers and to you
  • describe some of the barriers that may prevent people from accessing these services, and how these can be overcome
  • describe how the support services help people struggling with GRHs

Health and wellbeing

The health and wellbeing of employees is of increasing concern to all organisations, and the gambling sector is no exception. Dealing with customers who are expressing heightened and even extreme emotions can take its toll on an individual's mental health and wellbeing, and this in turn represents a risk to the effectiveness of your organisation.

The aim of this programme is to raise awareness of situations that may cause stress or contribute to mental or physical health issues, and to equip learners with tools, tips and techniques to help them to maintain their wellbeing and work life balance.

By the end of the programme learners will be able to:=;

  • understand what is meant by mental health and wellbeing
  • identify potential sources of stress and understand the importance of taking steps to maintain a healthy work-life balance
  • identify resources and tools that contribute to overall wellbeing by supporting them to be better equipped and more confident about managing daily pressures

World-class online training to strengthen player protection standards & effectively safeguard consumers from harms

Informed by ‘lived experience’ & relevant to the latest LCCP requirement

Get in touch today

The Young Gamers and Gamblers Education Trust(YGAM) is a national education charity with a social purpose to inform, educate, safeguard and build digital resilience amongst young and vulnerable people, helping them to make informed decisions and understand the consequences around gambling and gaming. This is achieved through evidence-led, evaluated and accredited education programmes and resources for anyone that works with or cares for young & vulnerable people, including teachers, youth workers, community volunteers and mental health specialists.

YGAM also has bespoke programmes to support students, parents and health care specialists.

Betknowmore UK is an award winning, support and training charity, with a mission to prevent and address gambling-related harm. The Founder of Betknowmore UK, Frankie Graham, lived with gambling harms from teenage to adult years, prior to successful recovery.

Driven by that personal experience and a belief that gambling treatment and training services should embrace learning from 'experts by experience', Betknowmore UK was established in 2013. 

Since launching its first community support hub in 2014, Betknowmore UK has developed expertise on collaborating and working with local communities and their support networks. This allows an on-going understanding of the impact of gambling-related harm on a personal, community and societal level. 

Get in touch

For more information on our training courses and learning, please contact us using this form.