College of Medicine and Public Health, Flinders University, Adelaide, SA, Australia.
Faculty of Health, School of Health & Soc. Dev., Deakin University, Geelong, VIC, Australia.
J Gambl Stud. 2024 Mar;40(1):387-408. doi: 10.1007/s10899-023-10226-x. Epub 2023 Jun 21.
Over the past decade, greater emphasis has been placed on the role of the land-based gambling industry to respond to problem gambling behaviour in their venues. Despite this, there is a lack of clear information advising best practice responses by gambling venue employees. This article reviews strategies, practices, and policies employed by land-based gambling venues concerning their employees' role in preventing gambling-related harm and responding to problem gambling behaviours. A systematic search strategy was applied to source peer-reviewed literature which identified 49 articles. The synthesised results were arranged and presented across five categories: (1) the identification of gamblers with potential problems in the venue; (2) gambling venue staff responses to gamblers with potential problems; (3) gamblers' perspectives around venue responsibilities and interactions with gamblers with potential problems; (4) corporate social responsibility programs and the identification of gamblers with problems in the venue; and (5) gambling venue staff needs. The results suggest that most activity performed by venue staff concerning their response to problem gambling is limited to observing and documenting risky behaviours and then discussing this internally with other venue staff. Action which moves beyond this, such as approaching and interacting with identified gamblers of concern, rarely occurs. The results of this review suggest that a focus on the identification and intervention specifically with identified gamblers of concern is a particularly unhelpful aspect of the role of venue staff. The results also indicate that a re-thinking of the role frontline staff play in addressing problem gambling is necessary.
在过去的十年中，人们越来越重视陆基博彩业在其场所应对赌博问题行为的作用。尽管如此，关于博彩场所员工采取最佳实践应对措施的明确信息仍然缺乏。本文回顾了陆基博彩场所针对员工在预防赌博相关伤害和应对赌博问题行为方面的作用所采用的策略、做法和政策。采用系统搜索策略来获取同行评审文献，共确定了 49 篇文章。综合结果分为五类呈现：（1）识别场馆内有潜在问题的赌客；（2）博彩场馆员工对有潜在问题的赌客的反应；（3）赌客对场馆责任的看法以及与有潜在问题的赌客的互动；（4）企业社会责任计划和场馆内有问题赌客的识别；（5）博彩场馆员工的需求。结果表明，场馆工作人员针对其应对博彩问题的反应所进行的大多数活动仅限于观察和记录有风险的行为，然后与其他场馆工作人员内部讨论。超出这一范围的行动，如接近和与有问题的识别赌客互动，很少发生。本次审查的结果表明，特别关注有问题的识别赌客并对其进行干预，是场馆工作人员角色的一个特别无益的方面。结果还表明，有必要重新思考一线员工在解决赌博问题方面所扮演的角色。
