National Council on Problem Gambling Conference Recap
Donna and Eliisa recently attended the Pre-Conference symposium at the 28th National Council on Problem Gambling Conference in Orlando, FL at the Hyatt Regency Grand Cypress. Members of our team attend conferences like this to ensure that we are on the cutting edge of the issues, challenges and experiences that helplines face.
The Florida Gambling Affiliate hosted the event. We’re happy to have just welcomed them to the iCarol family, as they went live on iCarol July 1st with phone, text and chat. One staff member said “iCarol has made my life much easier.” We love that feedback! It’s always great to hear that folks are finding their volunteer experience made easier or more enjoyable by using iCarol.
Brian Kongsvik is the Helpline Director and he did an excellent presentation on how his helpline works and the outcomes and follow up research of those that had contacted their helpline services. He reported that in his center, 79% indicated they had either stopped or decreased gambling since contacting their helpline services.
The breakout sessions gave us lots of great insight and presentations from a spectrum of sources. Donna from iCarol gave a presentation on chat and texting as well as the importance of integrated technologies. Anyone who has ever managed a helpline knows how easy it is to fall into the trap of using quick technology fixes to get by day by day. At the surface, you think it doesn’t cost you anything to do a quick update on a computer here and there, or utilize someone’s expertise to add a field into a form quickly, but soon you find yourself only able to do the report you need on one computer in the office and using a multi-step process utilizing many people every month just to do your routine monthly reports. The group was actively engaged, and for some the story of this vicious cycle hit a little too close to home! Integrated technologies like iCarol can help stop this cycle. 
Bensinger, Dupont & Associates did a demo of iCarol’s live chat feature, which they use for several problem gambling live chat sites around the country. They noted they like the customizable programming to fit their unique needs.
Peer support networks and websites that people are accessing for help with problem gambling, other than calling, texting, and live chatting into helpline services, were discussed. Experts include GamTalk (Canada) and Gambling Therapy (UK). Both offer services run by licensed mental health professionals, with peer support from those in recovery from gambling addiction. These organizations offer a community (often anonymously) whereby they can build support communities around them.
The group also discussed the decrease of phone calls across the country to problem gambling helplines in the US. Among all the addictions, it was noted that those with a gambling addiction have the highest completed suicide rate among any other addiction. As such, those attending the pre-conference were fortunate to be given an opportunity to be trained in QPR (Question, Persuade, Refer). Best practices in advertising were shared, with some noting that billboards near casinos work well.
Unfortunately some heavy rain moved the welcome reception sponsored by the Seminole Tribe of Florida indoors instead of outside by the gorgeous pool area, but it didn’t detract the crowd or the fun. We had such a great time meeting so many of you from the various NCPG affiliates and gambling helplines. And of course to the new friends we made if you want to learn more about iCarol we’d love to hear from you. Give us a call, or join an upcoming webinar to learn more about us and our features.
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