At BCLC, we play fair. We believe that playing fairly is a serious responsibility and an empowering opportunity. Our commitment to social, economic and environmental responsibility is central to all we do and captured in our slogan “Playing it Right”. From our LEED Metro Vancouver office, to our responsible gambling program, GameSense, we are committed to ensuring that we always consider the impact of our business on the people and communities of BC. At BCLC, we play for BC. We employ—directly and indirectly—almost 26,000 people in gambling operations, related government agencies and charities as well as support services.
At BCLC, we make it fun to be an adult. For more than 30 years, we’ve entertained customers with a chance to dream and have fun, while delivering revenue to the Government of BC for the benefit of British Columbians. During this time, we’ve evolved from a lottery corporation to a full-spectrum gambling entertainment company responsible for conducting, managing and operating lottery, casino, community gaming (bingo) and eGaming in BC. We strive to create outstanding gambling experiences and to have our games evolve with the player’s idea of excitement. For us, playing is not all about winning; it’s about entertainment.
Job Summary:
The GameSense Advisor (GSA) provide a range of customer information services in support of BCLC’s Player Health strategy at specified gaming venues in B.C. GSA’s staff the GameSense Information Centres (GSICs) to provide education on player health strategies and problem gambling resources; support venue staff to reinforce Appropriate Response Training principles; and provide assistance in addressing customer situations related to problem gambling, including support with the voluntary exclusion sign-up process.
This role requires travel, the ability to work flexible hours and provide shift coverage as necessary.
Key Accountabilities:
Delivers educational programming at GameSense Information Centres to foster customer knowledge, perception and understanding of safe gambling practices, playing within limits, and how games of chance work. Maintains expertise in the Responsible Gambling and Public Health fields.
Builds customer awareness of player health and problem gambling prevention. Where necessary, provides confidential referrals to problem gambling services such as counselling or other community resources.
In consultation with onsite security personnel and/or other gaming staff and management, provides assistance to individuals concerned about their gambling, or that of someone close to them. This includes assisting individuals with Voluntary Self-Exclusion (VSE) enrollment and those in breach of the VSE Agreement.
Proactively develops and manages strong collaborative relationships with gaming service providers, security personnel, BCLC site staff and the province’s problem gambling prevention and counselling service providers.
Provides support for the delivery of Responsible Gambling-related training programs, including Appropriate Response Training (ART).
Supports the implementation of program evaluations.
Maintains accurate customer and staff interaction data.
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 or Diploma in Social Sciences, Health Promotion, Education or related discipline;
2 to 3 years experience in customer relations, human services or communications;
Experience in the delivery of educational programs, promotions or events;
An equivalent combination of education and/or experience may be considered.
Technical Requirements
Sound knowledge of principles, concepts, practices and techniques in the areas of customer service, communications and education;
Outstanding skills in customer relations, with consideration and judgement to be sensitive to the needs of individuals experiencing distress;
Demonstrated record of translating program objectives into creative and engaging customer programming/education execution;
Understanding of and commitment to concepts of prevention and awareness;
Understanding of cultural and linguistic sensitivities;
Demonstrated ability to build strong and trusting relationships with managers, colleagues and community/business partners;
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;
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;
Satisfactory security clearance, including criminal record check;
Ability to work flexible hours and provide shift coverage, as required.
To Apply:
Copy and paste the link below to apply directly on our website:
https://career17.sapsf.com/sfcareer/jobreqcareer?jobId=13370&company=BCLC&username=
