RSL Services Focus Magazine - May- Jul 23

John Rafferty

Michael Brennan

Patsy Edwards

Glenn Cushion

At the RSL & Services Clubs Association, we’ve been working on a range of initiatives and are excited about a big few months coming up.

Right around the corner is the Gaming & Leadership Conference in partnership with our colleagues at Leagues Clubs Australia and thanks to our great supporters at IGT. We will come together at this crucial time to network, explore the latest developments and debate the best way forward. If you haven’t already registered, bring your teams along.

The RSL&SCA Annual Conference is the highlight of our year. Launched recently, the conference is from 27-30 August at the Grand Hyatt Melbourne and promises to be an exciting mix of best practice club leadership, veteran engagement and of course networking opportunities. The program is crafted to give you the tools to seize the best ideas ahead of us and tackle the challenges.

We would also encourage you to submit a nomination for the Spirit of Anzac Awards, which will be presented at the gala dinner at the Conference. Nominations are open until 14 July so nominate your club or a community leader today.

Brad in our team recently delivered a workshop to this year’s trekkers for the Kokoda Youth Leadership Challenge. Two groups will trek in coming months with 22 trekkers in total, made up of club staff and young community leaders. As the first trip since COVID, we are confident the

participants will find it the most challenging yet rewarding thing they have done. We are immensely proud of the KYLC and thank all of our supporting clubs for their ongoing commitment to this life-changing program.

The Veterans Benevolent Fund is continuing to have a big impact and we welcome any support you can provide. In addition to the ongoing support to Disaster Relief Australia, RSL LifeCare, Defence Community Dogs, and Swiss 8, we’ve recently provided funding to Saltwater Veterans. This next round of ClubGRANTS will see us move closer to our $1,000,000 target over three years. To achieve this goal please consider the VBF so we can support veterans and their families via education and wellbeing programs.

On an ongoing basis, we continue to offer the RSL&SCA Mentoring Program, so if you or your team want to participate in that please touch base with Kylie via kyliegordon@rslservicesclubs.com.au.

As always, if you have any feedback or ideas, please get in touch with Margot.

In addition, we continue to focus on bringing you opportunities to learn, grow and network. And to influence outcomes of what is a pivotal time in our industry. There is a quote by Deepak Chopra “All great changes are preceded by chaos.” There is no doubt we’ve had the chaos – let’s focus on what great looks like moving forward and join forces to navigate a constructive way forward together.

DEAN THOMAS Chairman

If you would like to respond to an article, recommend a contributor or even share information please contact the editor of ‘Focus’.

We invite any information from outside our sector and our industry, to contribute new ideas and approaches to the challenges we face. Please make sure you provide your name, email address and contact phone number so we can get in touch with you!

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It seems to be the done thing at the moment to be a ‘transformational leader’. Given the amount of change we are experiencing recently and the road map to reform, I think we’re all transformational leaders in this industry.

In a recent CIO magazine article (October 2022) “The transformational leadership approach encourages, inspires, and motivates employees to innovate and create the change necessary to shape the future success of the company. This is accomplished by setting an example at the executive level through authenticity, a strong sense of corporate culture, employee ownership, and independence in the workplace. Transformational leaders are change agents in the business, who can identify innovative and shifting trends in technology, and then help the organisation embrace that change.”

Apply this across the industry and we need to provide the optimism to see the way forward, the parameters to innovate, and the cultural platform to lead with integrity.

We are all custodians of the future of this industry. The best decisions will be made if we draw on the experiences of yesterday, with a fresh perspective of today, keeping an eye on tomorrow.

Whether of not we’re talking about technology, compliance or balance sheets, now is the time to ‘lean in’ to what lies ahead. What technology do you need to dial up, which compliance do you need to review, do you need to put some funds away to plan for investment in new systems, update governance protocols, can you explore further diversification – is there anything new to consider. We need to be fit for the future. The RSL&SCA can provide you with some of those tools and insights but also draw on our corporate partners and networks to share their knowledge.

Lastly, we often talk about storytelling in our industry, and at last year’s conference in Adelaide, Andrew Wilkinson encouraged us to dial up these examples of community impact, staff engagement and more. It continues to be our most powerful and meaningful point of difference as clubs. Hiding our light under a bushel is not the answer. In talking brand value, our members and community stakeholders are our biggest advocates and we need to amplify these. I know you most likely get sick of being told this – but global best practice public relations and communications demonstrates that this is the stuff that matters. I encourage you to share your good news stories with us, so we can profile them via our social media channels – and be sure to highlight them yourselves.

I continue to be inspired by the many ways in which you engage and innovate every day.

We will have a number of opportunities to come together in coming months at conferences, expos, webinars and more – in the meantime, harm minimisation and AML continue to be high on the agenda, so continue the focus on these important areas. As we round out a busy couple of months post Anzac Day, we hope to see you at one of our events soon.

Margot Smith, CEO

Margot

CONNECTIONS MATTER AT RSL's

Tell us about Groundswell Foundation and what prompted you

We are all diminished by high levels of loneliness

Q: Tell us about Groundswell Foundation and what prompted you to start the Foundation?

A:

Such is the prevalence of loneliness that its economic, social, community, family and individual effects touch most of us. And for those of us touched by these effects, the impact can be profound, even life changing. It’s my own experience of the effects of loneliness on my mother in the UK during the pandemic that set me on a journey of discovery about the scale of the problem and the initiatives in place to address it. This, in turn, led to the establishment of Groundswell Foundation and the formation of the Groundswell Foundation Research and Reference Committee, a group of like-

Such is the prevalence of loneliness that its economic, social, community, family and individual effects touch most of us. And for those of us touched by these effects, the impact can be profound, even life changing. It’s my own experience of the effects of loneliness on my mother in the UK during the pandemic that set me on a journey of discovery about the scale of the problem and the initiatives in place to address it. This, in turn, led to the establishment of Groundswell Foundation and the formation of the Groundswell Foundation Research and Reference Committee, a group of like-minded and influential Australians who have been touched by the effects of loneliness and who want to bring about positive change in the community.

The Groundswell Foundation is focused on three pillars of activity:

1 Knowledge: Building the data and evidence-based case for loneliness so it is properly considered in the context of health and wellbeing in Australia.

2 Awareness: Identifying the best channels through which to broadcast messages about how to deal with loneliness and its impacts — and executing those messages so as to raise awareness.

3 Impact: Activities and/or sponsorship that will have the greatest impact on addressing loneliness in Australia.

The Connections Matter Report into the impacts of loneliness in Australia was researched in collaboration with KPMG, and offers a body of evidence that highlights the prevalence of loneliness and the harmful effects.

The research entitled Connection Matters reports some startling statistics – 25% of Australians are lonely, more for young people at 37%, plus loneliness costs the Australian economy $2.7B per YEAR. How did we get here, do you think?

Loneliness — in a world of always-on social media and digital connectedness, it seems almost inconceivable that loneliness could become a health crisis affecting up to one in four Australians. It’s a health priority that has been almost entirely overlooked by health regulators and providers in Australia. And it’s one that has been exacerbated by the recent COVID-19 pandemic. Loneliness impacts over five million Australians and is a significant risk factor for poor physical health, mental health problems and decreased quality of life.

Loneliness is a subjective, negative feeling associated with a perceived gap between a person’s current social relationships and their desired social relationships. This is usually related to a belief that the quality of social relationships is poor. As such, an individual may be lonely even though they interact frequently with others. Loneliness can be a short-term, transient experience with feelings coming and going, or may persist in the long-term to become a chronic experience.

There are two types of loneliness: social and emotional. Social loneliness is described as the perceived absence of a broader social network and quality friendships, as well as the lack of the feeling to belong. Emotional loneliness is described as

the perceived absence of a close attachment figure, such as a romantic partner. Both types of loneliness involve a mismatch between desired and actual social relationships and hence both dimensions of loneliness can be aggregated into ‘loneliness.

Loneliness is often confused with social isolation. Although loneliness and social isolation are closely related, they are distinct phenomena. Social isolation is an objective lack of social interaction with family members, friends or the wider community. While social isolation is quantifiable, loneliness is more difficult to quantify as it is a subjective evaluation and can occur regardless of geography or proximity to others. The extent to which an individual feels lonely depends on the quality of a person’s relationships, rather than the quantity, as defined by social isolation.

Loneliness is a complex issue caused by a variety of socioenvironmental factors. Social media use and a lack of green space in urban environments can impact social connection and therefore contribute to loneliness.

Loneliness has risen to public attention in recent years, particularly in the wake of the COVID-19 pandemic when worldwide lockdown and isolation measures were introduced. There is mounting evidence that loneliness may become the Western world’s next health crisis, with a growing body of research demonstrating significant health and economic impacts. Internationally, loneliness has become a prominent focus as many countries develop national approaches to tackle the problem.

You’re meeting with the Minister for Loneliness in the UK and they have a department dedicated to loneliness and have been working on tackling this for some time. What have they seen that works?

The UK has published the world’s first government loneliness strategy in 2018: A connected society — UK National strategy to reduce loneliness.

The strategy addresses key issues and interventions for loneliness, including stigma, digital apps and green space, and provides an example of how policy is important in framing loneliness as a standalone issue. Implementation of the strategy is ongoing and therefore the effects on reducing loneliness continue to be evaluated. However, annual reports relay progress related to the strategy’s aims, which include:

• initiatives to enable everyday services to connect with people at risk of loneliness, such as social prescribing (using ‘link workers’)

• strengthening local infrastructure, developing community spaces and ensuring loneliness is considered in the housing and planning system

• supporting community groups and digital inclusion (i.e. having the skills to use digital devices, connectivity and appropriate assistive technology)

• reducing stigma and raising awareness of the importance of social connections.

In conjunction with the strategy the UK Government has launched the first government fund dedicated to reducing loneliness worth £20 million to support organisations tackling loneliness.

The UK created the world’s first Minister for Loneliness in 2018. This was prompted by the Jo Cox Commission on Loneliness, which investigated ways to reduce loneliness in the UK. The Commission published a report in December 2017 that catalysed policy responses from the UK Government to address loneliness. Japan followed the UK’s example and appointed a Minister for Loneliness in February 2021.

Let’s Talk Loneliness public awareness campaign was established by the UK Government in June 2019 to help raise awareness of loneliness and tackle the stigma associated with it.

The bottom line is that our health will be effected by loneliness, are there particular ‘at risk’ demographics that we need to keep a particular eye on, and potentially develop programs for, as a priority?

Loneliness can affect anyone. However, there are some groups that are more susceptible than others. Young adults are at particularly high risk, with 37–50% of people aged 18–24 reported to be lonely. Parents, particularly single parents, older people and people who live alone are also more impacted. It is also an issue among minority groups. First Nations people, those who identify as LGBTQIA+ and migrants experience higher levels of loneliness compared to national averages.

Loneliness is a public health issue that many Australians identify with. However, it’s at risk of being trivialised because its impacts remain widely unrecognised. There is robust evidence to suggest that loneliness is detrimental to physical and mental health and can have profound socio-economic impacts.

Loneliness also has a negative impact in the workplace, affecting both employees and employers. Workplace loneliness is related to lower job and team performance, reduced productivity, increased workplace errors, reduced organisational commitment and poorer staff retention. Lonely employees also take more sick leave, creating downstream impacts to the Australian economy.

Although most Australians will experience loneliness in their lifetime, it remains a widely misunderstood, under-recognised and poorly addressed issue in Australia. It is more important than ever that we address loneliness as society progresses beyond COVID-19 lockdowns and isolation restrictions.

As we progress beyond the Covid-19 Pandemic, lockdowns and isolation restrictions and face into an unprecedented period of global economic uncertainty, it is now more important than ever for all levels of government to address this critical social and health issue.

What are some simple ways the club industry can help?

(patrons, staff, veterans and their families, and more)

Leaders can take several practical actions to alleviate the influence of loneliness on individuals and their organisations.

Firstly, we need to talk about it and get the issue out in the open

so that people feel more comfortable talking about the topic. We need to incrementally start to adjust the norms that prevent us from being more closely connected with, and supportive of, others at work and at RSL’s.

Personal stories are best. Stories about how loneliness and social isolation have impacted a leader personally or other people in their lives illustrate not only that it is safe to share experiences but also to show loneliness does not have to be a permanent state. Veterans will no doubt have some rich stories and personal insights to share.

Next, Leaders need to reimage the design of connections in in RSL’s. We need to find new ways to create an environment which strengthens connections and provides more opportunities for people to belong to groups in their communities.

In developing an approach to loneliness, there is an opportunity to open RSLs up to fresh ideas, and it is important to understand that diverse ideas should be sought out.

When reimaging the future and encouraging meaningful connections in RSL’s, it is important to encourage diverse ideas to be expressed and leaders must acknowledge that they do not have all the answers. Networks do not solely involve those at senior levels. Instead, RSL’s should design the future with associates, trainees and others who might become leaders in the future. This co-creation helps RSL’s become appealing workplaces and meeting places in the future.

Finally, consider loneliness in a broader context. See it as a challenge that stands in the way of developing a vibrant, highperforming organisational culture.

In short, connections matter and they can make a real difference at RSLs.

Given your work with senior leaders and your business and community insights, what do you think the industry needs to consider over the next few years to remain competitive?

With Gaming Reform proposed in NSW, RSL’s need to be agile to respond, building a transition plan to cashless gaming and alternative sources of revenue.

“Step away ….. from instinct to new angles”

“New latitudes, new attitudes”

Look for opportunities when your business is threatened rather than being defensive

“In tough times don’t tighten up, loosen up”

Transition to cashless gaming will need to involve carefully considered diversification into alternate income streams such as live music, food, aged care, etc.

We are all diminished by high levels of loneliness

An interview with

How long have you been the Manager/GM of Crookwell Services Club?

I took up the position in 2016, and I don't think I really knew what I was getting myself into but here we are 7 years later.

How did you start your career in the Club industry?

I started behind the bar on weekends to financially support myself whilst studying. I then took on more responsibility by stepping into an events and functions role before taking the GM role when it became available. I had not worked at any other clubs before Crookwell Services but have a lot of hospitality experience.

Who have been key people who have influenced your career and taught you some key lessons?

Nerida Grant the CEO of Club Engadine being a Crookwell local from way back made her staff and resources in Engadine available to mentor me and my staff and help turn my club around.

Being only new to the industry, it was such a great opportunity to be able to experience how things are done on a larger scale which gave me the confidence to implement much-needed change at my venue.

What do you like about the industry? What are the positives that keep you going each day?

Being a small town, it is easy to see the direct impact we make in our community. Not only as the biggest venue in town for hosting local events, and as a sponsor of local sporting organisations, but we enhance members' wellbeing by offering a comfortable environment for patrons to socialise with the staff and other members. I have met many people and formed relationships that I wouldn't have outside of this environment and am grateful for this.

Since I started in my role, the club has gone from making consistent losses to making consistent profits, and I am excited about what this means for the club's future. I am also proud to encourage a positive workplace where we support all of our staff and their varying personal situations. All of these things keep me going each day.

What have you learned from your experience in the industry that you could pass on to aspiring CEO’s and Directors?

Learn to have a thick skin, work/life balance is important, network with other Club leaders at every opportunity.

What are the future plans for Crookwell Services Club?

We are about to settle on the purchase of the club premise which is going to give us the option to take our club in a new direction whilst still respecting and supporting our returned and active servicemen and women. This paired with a strong balance sheet, means we are in a position to start working on 'grand plans' for our venue.

If you think one thing has the potential to disrupt the industry in the next 5-10 years, what is it?

Of course, the hot topic of Cashless Gaming is likely to disrupt the industry, especially venues like mine that may not have the same opportunities as bigger clubs to generate profitable alternate income streams. We’ve been trying to diversify for some time so we’ll need to explore if there are untapped sources of diversification that might suit us here.

APRIL GAY, General Manager, Crookwell Services Club

Throughout 2023, thanks to a grant from Women in Gaming & Hospitality Australasia, the RSL & Services Clubs Association is bringing a Leadership Roundtable Series and Mentoring Program.

In a post COVID world, and with industry change coming down the line, we need every tool in the toolbox to maintain a competitive edge. Different perspectives enable us to challenge old ways of thinking and to come up with novel solutions to problems in a new business landscape.

Bearing in mind as well, that most clubs are operating in a tight job market, and so we need to entice new entrants to the industry by creating an attractive, inclusive and accessible environment for women to work in.

One way we can do this is by developing the women in our clubs and broader industry, providing access to leadership programs such as this one. The other way we have identified is to draw on industry mentors, and so we are offering the RSL&SCA’s Mentoring Program as part of this initiative. If you would like to be a mentor as part of this program, or to be mentored, get in touch with Kylie in our team via kyliegordon@rslservicesclubs.com.au

This grant provides a strong platform for women in the industry to share stories of their leadership journey and develop networks to inspire and ignite further development. “WGHA was delighted to be able to support the RSL & Services Clubs Association through their grant application as they work to improve the outcomes for women across our industries. Their roundtable events will create many opportunities to both showcase the inspiring women that serve in our industry and

the talent of the

Although the WGHA itself is winding up, work in this area will shift to an ANZ regional chapter with Global Gaming Women (GGW).

The first roundtable, held in mid-May, looked broadly at leadership lessons. Upcoming roundtables will look at negotiating and influencing, career development and profile raising, and an action plan for 2024 and beyond.

Speakers include women inside the industry but also outside, to bring broader examples to the groups. Each roundtable also has an opportunity for an all-in discussion about the challenges and opportunities. Participants provided feedback such as “I really enjoyed the intimate, informal setting that supported genuine connection and honest communication.”; “The speaker was amazing - her journey of triumphs and tribulations was well articulated and transparent.” and “Both speakers were very interesting and direct with tips and commentary regarding experiences.”.

Developing leadership capability of women in our industry will make us all stronger and deliver more robust businesses. We have an opportunity to make a difference on both an individual and organisational level.

If you would like to hear more about upcoming roundtables contact Kylie via kyliegordon@rslservicesclubs.com.au

attract

future”. Christie Roser, Chair, Women in Gaming & Hospitality Australasia

Diversity of thought as our competitive edge

AUSTRALIAN MUSHROOMS LAUNCHES THE WORLD’S FIRST MUSHIE MEAT TRAY AT NSW RSL

With meat tray raffles being a cultural icon and often the drawcard for a great Friday night out at your local RSL, the team at Eleven PR in conjunction with Australian Mushrooms, turned the usual offering on its head to reflect Aussies changing attitudes toward adopting more flexitarian diets.

They worked with Canterbury-Hurlstone Park RSL Club in Sydney to launch the world’s first Mushie Meat Tray – a flexitarian fusion complete with butcher-quality cuts of portobellos, buttons, flats and cups mushrooms alongside the traditional trappings of sausages and rissoles.

Avid RSL-goer, Beau Ryan hosted the Mushie Meat Tray raffle, selling a record 400 raffle tickets, with all proceeds going back to the RSL. With each ticket sold, patrons were in with a chance to win one of the 25 trays up for grabs, of either Australian Mushrooms and Meat or Australian Mushrooms only.

Working closely with head-chef Eddie Isaac, Eleven PR gave classic Aussie pub dishes a ‘mush’ needed makeover developing mushroom-inspired versions that included a Mushroom Parmi, Meat n Mushroom Bangers and Mash, and Mushroom Burger.

The trays are now going national. The Mushie Meat Tray will be launched in Queensland at Lions@ Springwood on Wednesday 10 May by Australian professional rugby league footballer Mark Nicholls. Followed by Victoria, with former professional Australian rules footballer Brendan Fevola set to host the Mushie Meat Tray raffle at St Kilda RSL on Friday 19 May.

If you would like to host your very own Mushie Meat Tray raffle visit https://australianmushrooms.com.au/ foodservice/mushie-meat-tray/ for all the information on how to create it.

Results

To date, Eleven PR have secured over 100 pieces of coverage, reaching over 60+ million Australians. They received coverage in titles such as News.com. au(Australia’s leading news site), Sunrise (Australia’s number one TV breakfast show) and Man of Many (Australia's largest men's lifestyle site). They also secured an interview with Australian Mushrooms grower Chris Tolson, with the North Queensland Register, this piece syndicated across six titles. On launch day, they secured an opportunity with breakfast TV show Sunrise. During the five minute live cross from the Canterbury-Hurlstone Park RSL Club, Beau Ryan explained what the Mushie Meat Tray was, and talked to the key messaging. Sunrise is a breakfast television programme broadcasting across Australia on Seven Network. It airs weekdays from 5.30am to 9am. The clip was syndicated x44 times nationally .

Social

If you would like to host your very own Mushie Meat Tray raffle visit australianmushrooms.com.au/foodservice/ mushie-meat-tray/ for all the information on how to create it.

To further drive their social media presence, Eleven PR launched an Instagram competition to encourage different community groups to apply to win their very own Mushie Meat Trays. To enter, fans had to comment why they thought their community group deserved to win trays to auction off. This garnered over 700 entries.

Mushie Meat Tray Launch Canterbury-Hurlstone Park RSL Club

Finding $20 in your pocket is always great

super that you had lost track of.

Australians have over $13 billion in lost and unclaimed super1.

Finding an old account could make a big di erence to your retirement.

ANZAC DAY MEMORIAL OF REMEMBRANCE

Over the last three years it has been important to the team at Club Taree to offer their community an additional place of reflection and remembrance in the lead up to, and for ANZAC Day.

Taree honour those who paid the ultimate sacrifice across many war memorials and dedications around the town, and onsite here at Club Taree.

In 2021, following the isolation of COVID and remembering how we all gathered in 2020 at the end of our driveways in a moment of quiet reflection, the team at Club Taree felt it important to offer members and the wider community a poignant yet incredibly visual installation.

The idea stemmed from an installation the CEO Paul Allan had seen in Boston during Memorial Day Weekend whereby a flag was installed in Boston Common for the 37,000 fallen service heroes from Massachusetts.

In its inaugural year the Club Taree ANZAC installation saw 1,422 Australian flags placed on the front lawn of the Club, adjoining the Club’s permanent war memorial. The Australian Flags were a visual representation of each of the 1,422 service men and women from Taree who had served across all wars. Aboriginal Flags represented the 17 local Biripi service men and women from Taree who have served

The 111 Taree service men and women who have paid the ultimate sacrifice were also honuored.

The installation was supported graphically by information boards, and the poem For the Fallen by Laurence Binyon.

The entire display was basked in red light at night to represent the bloodshed on the battlefield.

At 6pm each evening the ode would be recited.

In its initial year the display received such overwhelming feedback from members and the community. People young and old would visit at night to take a moment to remember and reflect.

In 2022 Club Taree was looking for a way to elevate the display to make it different and perhaps more poignant. A chance Facebook advertisement for handmade ceramic poppies cemented the display for 2022.

The original display of 1,422 flags were joined by a river of red ceramic poppies. The poppies were added for their significance in remembrance. Each poppy was uniquely individual, a representation of the individuality of each service man or woman. Each was handcrafted with love in a representation of the love of the families of each service man or woman.

The poppies were installed in the shape of a river running through the flags to remind us of the brutality and blood shed of war.

The lighting installation for 2022 altered slightly, a mix of red and blue to help represent the pride of our nation.

Club Taree was surprised to receive even greater feedback than that of the initial installation, in what had firmly been secured as a new tradition of ANZAC Day at Club Taree.

It is important to Club Taree not just to cookie cut any initiative, and in 2023 the installation took another turn. Club Taree decided not to install the flags, however mention the story of the 1422 local service men and women in the support graphics.

The hero in the 2023 installation became the poppies. The CEO Paul Allan wanted to include the Memorial Fountain in the display. As a result all 1,000 poppies were installed into the Memorial Fountain. The poppies standing tall through the water, the fountain droplets representing the tears shed by the families of those who paid the ultimate sacrifice.

2023 was the most paired back of the displays, however the addition of the water made for a truly emotional point of reflection.

Over the last three years the installations have encouraged conversations across generations about war and the realities faced by local service men and women. There is always a sense of pride, of thankfulness and of course remembrance.

THE PATHWAY TO GAMING SUSTAINABILITY

Through achieving an innovative club culture that values industry best practice, clubs proactively support their members and wider community by implementing measures to reduce harm. By going above and beyond, clubs exceed the expectations of their members. When a proactive mindset is implemented, community needs are heard and community values respected, clubs increase their stakeholder engagement. Stakeholder engagement is achieved through providing reassurance to members and the general public that measures are in place to support safe gambling practices that focus on harm minimisation and not just basic compliance. Achieving positive stakeholder engagement amongst patrons is critical to building rapport with members and building a strong community-based reputation.

Clubs are built upon our local communities, listening to their needs, and consequently providing offerings that contribute to driving our communities further. In listening to our communities, clubs are given direction to innovate and diversify to continue to grow and succeed. A rising concern in our communities is the social impact of gaming entertainment. Industry-wide there is increasing pressure for the Club industry to implement proactive measures that minimise gaming harm towards patrons and their families.

The Advanced Responsible Conduct of Gambling (RCG) course has been developed by Liquor and Gaming NSW to give senior staff the advanced knowledge, confidence and practical skills required to effectively interact with patrons, and the leadership skills required to competently guide and support junior staff in creating a safe gambling environment. Throughout the course, individuals learn to strengthen their interpersonal skills to enable them to effectively anticipate, prevent and manage high intensity situations involving angry, aggressive, distressed, or suicidal patrons and concerned family members.

Advanced RCG provides venues with the opportunity to be proactive in training their staff with the resources required to identify the signs of problem gambling and assist patrons and their families in seeking assistance to minimise harm. Clubs have a responsibility for the social effects that their business activities may have on their patrons and the general public. By implementing a proactive approach which focuses on harm minimisation, Clubs can achieve compliance as well as fostering a safe gaming culture in their venue. This demonstrates a Club’s commitment to their members’ wellbeing and achieves industry best practice.

By placing innovation and best practice at the forefront of mind, clubs become more sustainable over the long term as patrons are more likely to return if they are confident that the venue provides a safe gambling environment. In addition, having an innovative and proactive approach to gambling builds a positive reputation within local communities that clubs are socially responsible businesses who are aware of potential social and environmental impacts their activities may have, and do their best to minimise any associated harm. This also contributes to wider community acceptance of the gambling industry, as the industry is seen to be socially responsible. Businesses and industries that achieve best practice and are deemed socially responsible experience long term sustainability and financial viability as they become well respected and trusted places of entertainment.

The Advanced RCG course is suitable for senior staff including gaming floor managers and supervisors along with any other staff that hold their RCG standard course competency and are interested in improving their knowledge and skills in managing difficult situations. The course explores how to identify, approach, and assist patrons showing signs of problematic gambling behaviour, report patrons to appropriate support services (including self-exclusion), understand and apply key conflict resolution strategies and lead and support a culture of responsible gambling and proactive harm minimisation. The course is delivered face to face which takes 6 hours (excluding breaks) and can be attended by individuals or group training facilitated in your venue.

PROMOS PUT THE PLAYFULNESS INTO KENO

Keno’s latest In-Venue Promotion range will inject the playfulness into your club and boost revenue at the same time.

One customer engagement technique that never fails to impress or pay off is a promotion. This couldn’t be truer than with Keno’s flexible, in-venue promotions.

The proven, most effective way to promote Keno and increase sales performance is through its Local Area Marketing promotions program.

By offering customers the chance to win a desirable prize from Keno’s extensive range, clubs can enhance both their members and guests’ playing experience and their revenue.

Promotions are ideal to run around major calendar events, such as Mother’s Day, Father’s Day, Christmas, and Easter, as well as school holidays.

Local Area Marketing works!

Keno’s 2022 customer survey revealed venues believe Local Area Marketing (LAM) is a highly effective method of stimulating Keno. In fact, 64% of venues told Keno they were appealing to their customers and almost 60% said their Keno sales increased during the promotional period.

The survey also highlighted that venues which participate in LAM are significantly more likely have stronger relationships with Keno.

And while there were high ratings of satisfaction with Keno overall, venues who ran an in-venue promotion in the previous 12 months were significantly more satisfied, just as they were in the 2021 survey.

Prizes packed with the “wow” factor

Keno is continually expanding its prize range with the latest popular products, and the extensive range currently on offer will appeal to all customer demographics. It includes both seasonal and enduring prizes designed to boost engagement throughout the cooler months and beyond.

Latest prize releases feature the Irobot Roomba Robot Vacuum and Garmin Venu 2 GPS Smart Watch, as well as the Camping Pack, Ryobi Camping Accessory pack, and One+ 23 litre, 18-volt fridge-freezer, which are ideal to be bundled together and drawn over consecutive weeks for greater impact.

Keno displayed some of its most popular prizes on their stand at the recent AHG Expo, including the Weber Traveler BBQ, Fishing Pack with a Shimano rod and tackle box, and Inflatable SUP & Kayak Kit.

E-gift cards are go

Keno has recently moved from a limited supply of physical gift cards to a wider choice of electronic gift cards, creating even more options to meet customers’ needs and shorter lead times than for other prizes.

The increased range includes newly launched brands like Our Cow cards – the modern, meat raffle alternative – plus AFL, NRL, and Super Cheap Auto cards.

Another prize certain to appeal is Holiday and Hotels Gift Cards which were also showcased at AHG. These prizes allow winners to choose from more than 800,000 hotels in Australia and around the world, plus flights and experiences. They are perfect for a promotion leading into the June-July holidays.

To order your club’s promotion today, visit Keno Connect www.kenoconnect.com.au

Keno highlighted its In-Venue Promotion prize offering at this year’s AHG Expo.

CLUBS LEAD THE WAY IN HONOURING OUR MODERN VETERANS

Each year we pause on Anzac Day and solemnly remember our fallen. But are we forgetting our modern veterans, so many of whom returned home, only to fight never-ending internal battles with depression, PTSD, homelessness and thoughts of suicide.

In our longest war, over 20 years in Afghanistan, we lost 41 men killed in action. Over that same period, more than 1400 veterans took their own lives.

How have we reached this point? In his compelling and urgent feature documentary film, THE HOME FRONT, author and filmmaker Patrick Lindsay delves deep into the world of our modern veterans, uncovers the issues, highlights the problems and explores the solutions.

“This is the most important project I’ve ever undertaken and I’m delighted that we’re partnering once again with the RSL&SCA to screen the film in their clubs, just as we did so successfully a few years back with our film, KOKODA THE SPIRIT LIVES,” Lindsay said.

“All too often our modern veterans live in a world of shadows, doubt, pain and isolation. A world of darkness and depression, of PTSD and unresolved mental issues. A world where homelessness looms, a world where suicide lurks. We excel in training our soldiers to be fine warriors but we are failing to adequately support them as they re-enter their communities.”

THE HOME FRONT club screenings will raise awareness about the plight of our veterans. They’ll show them that they are not alone in facing their many issues and they’ll work to bring them into their communities’ embrace.

“Our club screenings are part of a national Impact Campaign to foster collaboration between veterans, ex-service organisations, government, the corporate world and the broader community,” Lindsay said.

“The campaign will support the Royal Commission into Defence and Veteran Suicide and we’ll work to ensure the Commission’s recommendations are fully implemented. The film highlights the changes needed to improve our veterans’ lives and futures. It allows our vets to tell their own stories, supplemented by the stories of their families and loved ones. Their problems are examined by experts and illustrated with real examples.”

As veteran Dan Brailsford says in the film: “We have to be a certain type of person to be able to go into a war zone for the enemy to fire a shot and we turn and face the enemy and go towards it. The downside of that is we're not taught how to come down from that. How do we assimilate with civilian life? How do we respect our families and how do we make that transition.”

World-renowned trauma expert, Professor Sandy McFarlane has warned for years of the mental health impact on our veterans: “We now know that if you've got PTSD, you've decreased your life expectancy by four years, you're more likely to get cancer, you're more likely to get autoimmune diseases like rheumatoid arthritis, psoriasis, you're more likely to get hypertension, you're more likely to get cardiovascular disease, you're more likely to become obese, you're more likely to develop dementia. And so we're talking about a neurobiological state.”

THE HOME FRONT club screenings will show how services clubs are working to connect with our modern veterans.