Identifying and Responding to Gambling Harm
Recognising harm
Gambling harm is broader than problem gambling; it includes financial, relationship, health and work impacts. Staff should recognise behavioural indicators: chasing losses, gambling longer than intended, borrowing money, appearing distressed, neglecting hygiene or meals, gambling alone at unusual hours, and repeated returns after self-exclusion. Environmental indicators include a patron who is intoxicated, aggressive, or using multiple machines.
The response should be graduated: approach, engage, offer information, and where appropriate suggest self-exclusion or a break. Staff should use non-judgemental language, respect privacy, and document the interaction. Where a patron is intoxicated or excluded, the response is firmer - refuse service and, if necessary, ask them to leave. The Gambling Contact Officer should be involved where harm is suspected. Referral to support services (such as Gambling Help NSW) should be offered, not forced.
Traps to watch
Questions often test whether staff should diagnose or label a patron - they should not; the role is to recognise indicators and respond supportively. Another trap is confusing "harm" with "problem gambling" - harm can exist without a formal diagnosis. Watch for scenarios where the correct answer is to offer information and a break rather than immediately exclude. Also note that a patron who self-excludes cannot be served, and staff must not disclose the exclusion to others.
Rule of thumb
Use the "recognise, respond, record, refer" sequence: notice the indicator, respond appropriately, record the interaction, and refer to support where appropriate.