GameSense Advisor

Job Summary:
We are seeking a skilled GameSense Advisor to join our team at BCLC. As a GameSense Advisor, you will provide educational activities and presentations to promote safer gambling practices and raise awareness about the potential risks associated with gambling. You will 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.

Key Responsibilities:
Deliver educational programming to foster knowledge, perception, and understanding of safer gambling practices, playing within limits, and how games of chance work.
Respond to inquiries from individuals seeking information about GameSense and Game Break programs and tools, problem gambling, and related help resources.
Offer empathetic and non-judgmental support to individuals affected by problem gambling, including gamblers, family members, and friends to assist in seeking help resources.
Provide 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.

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

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