Advisor, GameSense

Employment Information:

Job Type: Permanent, Part Time
Salary Range: $57,126.00 - $71,405.00 - $89,256.00
Expected Salary: Our typical hiring range will be +/- 10% of the midpoint listed above. Factors influencing this decision include qualifications and market conditions for the role.

Location: 2 seperate positions - 1 inVernon, BC and 1 in Prince George, BC

Overview:

BCLC’s two offices are located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples in Vancouver and the Tk’emlúps te Secwépemc territory, situated within the Secwépemc Nation in Kamloops. We honour and respect the people, the territory, and the land we are part of.

Joining the Social Purpose & External Relations division at BCLC means you’ll be working with a dedicated group of talented professionals in Communications, Social Purpose and Community & Stakeholder Engagement, ESG, Public Affairs, Player Health, Customer Support Operations, Business Intelligence, Marketing, CRM and Loyalty. As a Crown Corporation that earns more than a billion dollars in annual profit, BCLC’s commitment to giving funds back to the province is an integral part of our business, but still only one piece of a bigger picture. BCLC is committed to creating a welcoming workplace where everyone feels safe, included, and valued. For us, that means building a team that reflects the diversity of the communities we serve. We all are winners when differences are respected, valued and celebrated.

At BCLC, we exist to generate win-wins for the greater good. We believe everything we do must benefit the well-being of all involved. Through our Social Purpose, we aspire to make sure, in all of our endeavours, transactions and relationships – in the most important sense of life, livelihood, meaning, and well-being – nobody loses, and every person we touch comes out ahead.

Social Purpose is the driving force of our business, our opportunity to create a better world through innovation, engagement, and connection. BCLC aims to provide something unique that not only fills a need, but provides value to the province. Join the team responsible for telling our story, building stakeholder relationships, connecting with communities, and achieving our strategic vision for player-centered sustainable growth.

Job Summary:
The GameSense Advisor (GSA) role provides services within GameSense Info Centres, located at gaming venues in B.C., or virtually by phone and live chat, in support of BCLC’s Player Health strategy. The role delivers educational activities and presentations, information, and support to promote safer gambling practices and raise awareness about the potential risks associated with gambling. They also assist individuals in understanding the signs of problem gambling, self-assessment tools, and steps towards seeking help, including Game Break self-exclusion support and enrollment.

This role requires travel, the ability to work flexible hours, including weekends, evenings, and holidays, at a specified gaming venue. Working remotely is required for virtual service delivery.

Key Accountabilities:

• Delivers GameSense educational programming to foster knowledge, perception and understanding of safer gambling practices, playing within limits, and how games of chance work. This includes delivering presentations, workshops and demonstrations to customers and staff.
• Responds to inquiries from individuals seeking information about GameSense and Game Break programs and tools, problem gambling, and related help resources.
• Offers empathetic and non-judgmental support to individuals affected by problem gambling, including gamblers, family members, and friends to assist in seeking help resources. This includes providing confidential referrals to problem gambling services such as counselling or other community resources.
• Provides support for the delivery of Responsible Gambling-related training programs, including Appropriate Response Training (ART).
• Supports the operation of the Game Break self-exclusion program by providing information to customers and staff when required, assisting enrollments, and supporting individual’s Game Break and self-exclusion goals.
• Proactively develops and manages strong collaborative relationships with gaming service providers, security personnel, BCLC frontline staff and the province’s problem gambling prevention and counselling service providers.
• Inputs data and maintains accurate records of inquiries, interactions, and referrals in support of evidence-based decision-making and improvement of services.
• Maintain up-to-date knowledge of gambling-related policies, regulations, and local help resources to provide the most relevant information to individuals.
• Provides regular input into departmental plans and strategies and participates in the development of recommendations for new approaches to practices and procedures to improve efficiency and methods for issues resolution.

Minimum Required Qualifications:
Education and Experience

• Degree, Certificate or Diploma in Social Sciences, Health Promotion, Education or related discipline;
• 2 to 3 year’s experience in education, customer relations, human services or communications;
• An equivalent combination of education and/or experience may be considered.

Technical Requirements

• Working knowledge of principles, concepts, practices, and techniques in the areas of customer service, communications, and education;
• Familiarity of the gaming industry, safer gambling practices and problem gambling would be a benefit;
• Excellent communication and interpersonal skills to engage with individuals from diverse backgrounds and varying levels of vulnerability;
• Demonstrated ability to identify and respond to urgent or critical situations;
• Strong understanding of and commitment to concepts of prevention and awareness;
• Strong understanding of cultural and linguistic sensitivities;
• Demonstrated ability to build strong and trusting relationships with managers, colleagues and community/business partners;
• Continuous learning mindset to stay updated on emerging trends, research, and best practices in responsible gambling;
• Strong interpersonal, conflict resolution, problem solving, written and verbal communication skills;
• Exceptional time management skills;
• Possess initiative and responds on a proactive basis, anticipating needs of customers;
• Strong ability to maintain confidentiality; possesses diplomacy and tact;
• Strong ability to record and manage relevant data using computer programs;
• Solid knowledge of MS Office Suite, database entry and internet;
• Fluency in a second language would be a benefit, but not required.

Working Conditions:

• Ability to travel;
• Ability to work flexible hours and provide shift coverage, as required;
• Ability to work remotely and/or at a casino venue.

Portfolio Specific Accountabilities:

When working in the GameSense Info Centres this role:

• Staffs the GameSense Info Centres (GSICs) at specified gaming venues in B.C., providing in-person services to raise awareness of GameSense, Game Break, safer gambling strategies and problem gambling resources. Includes delivering educational programming to foster customer knowledge, perception and understanding.
• Supports the delivery of GameSense and Game Break training programs for venue staff, including Appropriate Response Training (ART).
• In consultation with onsite security personnel and/or other gaming staff and management, assists individuals concerned about their gambling, or that of someone close to them. This includes assisting individuals with Game Break enrollment and those in breach of the Game Break Agreement.
• Required to wear a uniform, which consists of a GameSense branded shirt/sweater, to ensure a professional appearance and helps customers easily identify a GameSense Advisor within the casino.
• Assists with restocking and displaying the center’s pamphlets, posters, and other customer-facing materials.

When working within the Virtual GSA Program this role:

• Responds to inquiries, via phone, live chat and/or email, from individuals seeking information about safer gambling practices and tools, problem gambling, and related help resources.
• Provides information and enrollment for the Game Break self-exclusion program and offers information about accessing support services and treatment options for problem gambling.
• Responds to inquiries from other internal departments and customer-facing staff to answer questions related to the practical application of Appropriate Response Guidelines and assisting individuals concerned about their gambling, or that of someone close to them.
• Strong organizational skills and attention to detail to enter and maintain accurate customer data, manage multiple inquiries, referrals, and administrative tasks effectively.
• Ability to work remotely in accordance with BCLC’s Working Remotely policy.