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The Critical But Overlooked Player Protection Tool: Self Care For Customer Facing Staff, Stacy Shaw, Jay Robinson
The Critical But Overlooked Player Protection Tool: Self Care For Customer Facing Staff, Stacy Shaw, Jay Robinson
International Conference on Gambling & Risk Taking
BACKGROUND
Like many things, the need for self-care for staff came to light because of the pandemic. Every day, Oregon Lottery staff would go out and deal with angry, frightened, confused, frustrated, and sometimes aggressive players and retailers. People struggling with all kinds of stress, acting out and exhibiting behaviors that might normally suggest the need for an RG conversation. We started to hear that the staff was feeling overwhelmed, burned out, powerless, unheard, unappreciated, unable to connect. We were asking them to promote RG during this difficult time - but we had not given them the tools they needed …