RSL Services Focus - Looking Ahead 2022 and Beyond

R S L & S E RV I C ES C LU B S A S SO C I ATI O N N OV – JA N 2022 | E D ITI O N #8

LOOKING

AHEAD 2022 AND BEYOND

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P R O U D LY S P O N S O R E D B Y

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CHA IRM AN’S MESSAG E

DEAN THOMAS

s 2021 comes to an end, NSW clubs emerge from the latest lockdown and we turn our attention to the key priorities for the coming weeks and months. With moving goalposts and rolling roadmaps we need to do our best to prepare for what lies ahead, based on what we know at any given time.

RSL & SERVICES CLUBS ASSOCIATION Suite 1103, 109 Pitt St Sydney NSW 2000 Phone: (02) 9233 2624 Email: info@rslservicesclubs.com.au RSLSERVICESCLUBS.COM.AU FOLLOW US

CEO Margot Smith Chairman Dean Thomas CHP RSL Directors Jeff Caldbeck John Rafferty Michael Brennan

The vision of the RSL & Services Clubs Association is to inspire and unite our communities by recognising our veterans’ service. Our mission is to provide leadership to RSL & Services Clubs. In order to meet this vision and mission, we are here to provide you with the insights, resources and services to have a positive impact in your communities.

Collectively as an industry, we have the opportunity to take the lead when it comes to creating a safe space for our staff and community. We need to plan for the various risks and put policies and procedures in place to do this. But also, we need to consider the opportunities we have at this pivotal time.

For those of you who watched the recent webinar with our new CEO, Margot Smith, you will have seen that we are focusing on a few key areas. We have also shared this on the next page. Key to emerging from this latest lockdown in a strong position, is our management of COVID policies and procedures, but also managing the skills shortage we are currently experiencing. We see this as an opportunity to capture the hearts and minds of our existing employees and potential employees.

RSL & Services Clubs hold a unique place in our communities – and this is a point of difference for us over other employers. As a society it feels like some are looking for purpose on the back of the pandemic. We want to align ourselves to meaningful work and workplaces – RSL & Services Clubs holds that meaning.

So let’s take this opportunity to remind everyone of the special place we hold in the community: a place to connect, a place where we give back and an employer that teams can feel proud to represent. Let’s share the significant and meaningful ways that we support both veterans services and community initiatives as this will further entrench us as THE employers of choice.

In the meantime, we will continue to provide you with practical updates to navigate the changing landscape. Let’s combine our best practice and forward thinking to emerge from 2021 stronger than ever.

Patsy Edwards Del Gaudry Glenn Cushion

MEDIA Editor Brad Smith Designer Diana Cascione Daily Press Printing Daily Press

DEAN THOMAS Chairman

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

EMAIL THE EDITOR marketing@rslservicesclubs.com.au 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!

FOCUS IS ALSO AVAILABLE TO VIEW ON YOUR PHONE, TABLET OR COMPUTER! VISIT RSLSERVICESCLUBS.COM.AU FOR MORE INFORMATION

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RS L & SC A 2022 AND BE YOND

M ARGOT SMITH

n the process of applying for this role, I reflected on my connection with RSL & Services Clubs. As a forty something year old, RSL & Services Clubs are very much a part of my past, present and future.

Growing up, both at home and when we went away, clubs were where you went for a meal. The warmth, consistency and reliability of clubs… you knew you were always walking into the heart of the local community.

With a freshly minted drivers licence at the age of 18, on a Friday or Saturday night I would meet friends at the local Club and venture ‘out’ from there after a few drinks. As the years passed, I would organise a range of events at my local club – my high school reunion, the group dinner the night before my wedding, bingo with my Mum every blue moon, brunch throughout my pregnancy, somewhere sunny or sheltered to go with my mother’s group and so on. These days, it’s the place I go for coffee or a meal – and often to work remotely.

In joining the RSL & Services Clubs Association as the CEO, I am finding my ‘home’. Somewhere where I can support you, our members, to have a positive impact on our communities. I would love to hear how I can support you. In the meantime, here are some of the key areas as I see them for the Association as we move towards 2022 and beyond: Profile Key to our sustainability and growth as an industry, is raising the profile of all of the important work that we do. Clubs play such a key role in our society – respecting the past and building for our future. In practical terms they provide employment, and a safe place for staff and members; they provide a place to socialise and connect with others; they hold events and activities for us to enjoy; they give back to the community in very significant and meaningful ways; and so much more.

It is essential that we continue to share the ways in which clubs give back to the community and that we remain ‘the’ place to meet. The RSL & Services Clubs Association (RSL & SCA) will continue to raise our profile as an industry, highlight the important ways in which we contribute to the greater good, and help you find new and dynamic ways to ensure that the impact you have is as effective as possible.

Importantly, our role is also to ensure that the perspectives and values of RSL & Services Clubs are considered and heard by Government and our colleagues in Defence, in the Veterans community and the Club industry. This remains at the core of what we do.

Relevance and growth As someone with a deep history in member based organisations, I know all too well the challenges of retaining members and the opportunities for member growth. RSL & SCA is here to support your clubs in your membership growth, member retention, your relevance, your impact on Veterans services and on the broader community.

I am committed to finding ways to elevate the industry and support you in your plight to remain relevant, sustainable, forward thinking and grow.

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I read a quote recently – a rising tide lifts all boats. Let’s work together and elevate the industry.

Community focus As the heart of our communities, Clubs are a focal point for all that is good in our neighborhoods. Stemmed in our roots of providing a meeting place and network for ex-service personnel, we remain driven by this goal, and also to welcome our broader community.

Fostering both Veterans services and local community programs remains the backbone of our industry. Initiatives such as the Veterans Benevolent Fund are such a meaningful way to support ex-serve personnel, not to mention the Kokoda Youth Leadership Challenge to provide a connection between our past and our future.

I am passionate about fundraising, volunteering and living with purpose.

With a background volunteering my time – the contribution that our Clubs industry makes is admirable. I am in awe of the phenomenal impact the industry has and I’m humbled and privileged to help you have an impact on veterans and community services.

Inclusive and innovative To ensure that we are representative of the ex-service personnel and communities that we represent, I am keen to ensure we continue to be inclusive and innovative as an industry. People respond when they can see themselves reflected in the people, imagery, messaging and offerings, and the more inclusive we are, the more accessible we will be to more people.

Continuing to innovate is essential to maintain our competitive edge – both the industry and the RSL & SCA. Moving forward, the RSL & SCA will continue to provide resources and services to help the industry stay ahead of the curve: webinars, conferences, newsletters, magazines, corporate and community partner updates, study tours and more. My vision is to increase the member services that we bring you – to provide you with the insights, networks and products you need to gain a competitive edge. Together we can retain our rightful place as ‘the’ go-to destination in our communities.

RSL & SCA were founded for clubs, by clubs. We were created to serve your needs, to be your voice and to leverage your positive impact. As we approach 2022, I am excited about what lies ahead for the industry. They say ‘the only constant is change’ – and never has it been more true than over the last 18 months. I am optimistic about what we can all achieve together.

My contact details are margotsmith@rslservicesclubs.com.au and phone 0411 280 514. Please do get in touch if you have any feedback, insights or ideas.

I would like to take this opportunity to thank Garrie Gibson for a thorough handover and for leaving such a strong legacy.

If you missed our ‘Meet the new CEO’ Webinar you can watch the recording by visiting rslservicesclubs.com.au/webinarrecordings

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I N TO DAY ’S A LWAYS O N , A LWAYS CONNECTED WORLD THE NEED FOR YO U R C LU B TO H AV E A N A P P I S C R I T I C A L T O W I N N I N G T H E L O YA LT Y WA R . I F T H E COV I D19 C R I S I S H A S TAU G H T U S O N E T H I N G I T ’S T H AT CLUB MEMBERS ARE NO DIFFERENT TO ANY OTHER CONSUMER IN THEIR N E E D TO STAY C O N N E C T E D.

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uring Covid, our Club partners operating the proprietary Player Elite Application saw more than 1 million App opens from members who were engaging with their App when they were away from the physical Club.

So, to help navigate your way through the tech jungle here are our 10 GOLDEN RULES FOR BUYING YOUR CLUB APP! #1 BUY AUSTRALIAN MADE Buying Australian made is not only great for our economy it is essential for having a speedy development partner. The greatest asset you have is your member database, having an overseas built App can bring with it the risk of “backdoors” that can easily be turned into attack channels for hackers.

#5 COMMAND CENTRE CONTROL One of the greatest strengths of any technology is the power it puts in the operators’ hands. At Player Elite we use our Command Centres to empower the marketing and loyalty teams in your Club to update the members via segmented Push Notifications to QR Code generated offers and more. #6 LOCATION BASED SERVICES (LBS) DRIVE OMNICHANNEL POWER – Location-based services are determined by the device's geographical location. The power of LBS can range from welcoming a member to the Club with an auto generated Push Notification when they arrive at the Clubs carpark. #7 PROMOTION ENGINES INJECT CONNECTIONS You don’t buy technology to create more work for your staff, so why would you buy and App that didn’t have an automated promotion engine? At Player Elite we build engines to power our Clubs connections with their members. #8 DATA PROTECTION IS KEY The most important value we offer our Clubs is our commitment to their data protection. When sourcing an App provider, it is business critical to understand the level of importance, they place on building an App that has the highest level of data security.

#2 HARNESS THE POWER OF GAMIFICATION Gamification is the term given to the process of turning anything into a game. For example, Club renewals can be gamified in the App. Just like Player Elite, your App builder should have a strong culture of building games so your members can play when they are away and be redeemed when they next visit.

#9 LIVE DATA DASHBOARDS DELIVER INSIGHTS Who, what, when and where are four of the best ways to look at the success of an App. Firstly who is using it, which member segments most download the App. Next, it is important to know what features they are interacting with and when they are engaging. Finally, where are they using it is invaluable to knowing how to accurately communicate or market to them.

#3 API CONNECTIONS ARE ESSENTIAL Application Programming Interfaces are essential to the future of all technologies. App builders should possess the skill set to deploy their API to connect with any Gaming Management System, POS system or relevant third party data generating system.

#10 OPEN PLATFORM PARTNERSHIPS GIVE YOU MORE The real power of an Application is connection, not just with the member or end user but with your partners. All major tech companies from UBER to QANTAS offer open platforms to ensure your member gets connected experiences.

#4 AUTOMATED COMMUNICATIONS MAKE LIFE EASY A powerful app should have automated communications that are triggered by certain promotions or relevant events which the member activates via spend or visitation at the Club.

As we move into the future, the pervasive power of mobile App’s has grown to be increasingly essential to delivering a fully connected loyalty experience. If you would like more information on the power of mobile App’s, please feel free to contact us on marketing@playerelite.com.au.

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W H E RE W IL L T H E COM PL IA N CE BA R B E S E T ?

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he Star and Crown are names that historically implied a perception of propriety and high standards. Unfortunately, the series of enquiries and investigations that have been underway into the behaviour of the organisations that operate casino facilities are suggesting that their conduct is far from appropriate.

Regardless of the facts, the outcome for all providers of gaming services including clubs will see pressure to lift standards and ensure that business is done is with a paramount focus on responsible conduct of gaming.

The regulatory imperative is to ensure that those people with problems are not exploited, and those that are using facilities to obscure their own criminal conduct are not assisted.

There are already clear indicators of the increasing focus on operator conduct, including the rigour being applied by ILGA to GME transfers requiring compliance with the new Guideline 16 and the provision and maintenance of gaming plans of management that “go above and beyond.”

The availability of incentives that may be construed as inducements; some of which may be within existing schemes that are not illegal; will come under closer scrutiny, so now is the time to review and double check that your processes are best practice and that policies are appropriate and being followed.

Enquiries into the conduct of Star have been largely media based, but there will be ongoing regulatory enquiries commencing as a result of those media reports in NSW and Queensland.

The investigation into the conduct of Crown Sydney is well advanced and in NSW the regulator is in the final stages of its review. Crown Sydney has been prevented from opening its brand new casino in Sydney whilst the ILGA investigation is underway, imposing a massive burden on shareholders. Crown Melbourne has been found to have engaged in illegal conduct and has had imposed upon it a period of 2 years in which special manager is to be appointed to help Crown reform itself. .

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If that reformation does not occur, Crown may lose its license to operate in Victoria.

In recent weeks we have seen Liquor and Gaming NSW issue notices to a number of NSW clubs in relation to gaming transactions where cash has been inserted into machines followed by a small amount of play and then a cash payout occurring. Clearly clubs’ conduct of gaming and AMLCTF compliance will be very much in focus following the exposure of the alleged misconduct and Crown and Star.

It is also noteworthy that the regulatory review of the casinos in the first instance was media driven. We have seen the media focus on club activities in the past and to influence community sentiment. We need to have strategies and plans in place to deal with media enquiries. We need to ensure that reporting is objective, if we can, and not framed around a particular journalist’s personal objective.

All of this investigative activity follows 4 months of closure and it will put greater pressure on clubs to ensure that their policies and processes are pristine, and that nothing has slipped after 4 months of being closed.

When considering clubs’ position we do need to remember that as an industry have been allowed the privilege to operate gaming machines, which are a very lucrative revenue stream, and we maintain additional benefits over hotels. Opportunities to conduct a business where 60 cents of every dollar in revenue is profit are not commonplace and we need to do everything possible to protect the privilege we have and the revenue that it provides.

To answer the question, where will the bar be set? In my view it will continue to be set higher as time moves on. Gaming seems to be a favourite target of the media. Our regulators and politicians respond to public interest, hence the reason to ensure that we focus on continuing improvement and ensure that we are beyond reproach in the provision of our gaming services.

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DIGITAL WALLET ESC AL ATES

J O H N VA N WA A R D | I GT S N R M A N AG E R SYST E MS SA L ES , AS I A PAC E AC H DAY, W E A R E H E A R I N G M O R E A B O U T D I G I TA L WA L L E T A N D H OW I T I S P O I S E D TO B E CO M E T H E M OST P O P U L A R CO N TAC T L E SS / C A S H L E SS WAY TO PAY I N T H E F U T U R E .T H E C B A HAS RELEASED FIGURES SHOWING A SIGNIFICANT U P L I F T I N D I G I TA L WA L L E T U S AG E OV E R T H E PA ST 12 M O N T H S1, W I T H D I G I TA L WA L L E T T R A N S A C T I O N S I N C R E A S I N G B Y 9 0 % 1.

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arlier this year, Liquor & Gaming NSW announced a ‘Regulatory Sandbox’ process to trial digital wallet products, in a live venue. IGT, along with other industry suppliers, submitted an application to run a trial shortly after.

In May 2021, the NSW government produced guidelines for the trial of digital wallets in gaming environments and announced an independent researcher would be appointed to evaluate the trial - and, crucially, define the terms of the trial. IGT, and others, are awaiting these terms before proceeding.

So what are the benefits of a digital wallet?

A digital wallet will enable cashless transactions, via a mobile phone, not only on gaming machines, but also across the whole venue.

Not only should it provide more convenience for both customers and venues alike, it will also provide a range of harm minimisation measures including setting personal limits on expenditure.

Ultimately, it will give greater flexibility to a venue’s customers, giving them a choice to play with cash or have the ease of cashless transactions using their phone - something more and more people are choosing to do these days.

IGT and Club York preparing for NSW Digital Wallet trial IGT is readying its digital wallet solution for an upcoming trial of the technology with venue partner, Club York, in Sydney. This trial will commence once the terms have been fully defined by the NSW government.

IGT’s submission to the NSW government includes four key innovations: • Digital loyalty card - stored on a patron’s mobile phone • Venue wallet - extending a venue’s existing gaming ‘Player Account’ to cover non-gaming spend across the venue • External funding of a Player Account (i.e. debit card deposit to venue wallet) • EFTPOS funding (via a card) to a customer’s Player Account / TITO ticket RSLSERVICESCLUBS.COM. AU

Photo by Jonas Leupe on UnSplash

As part of any trial, customers will need to supply proof of identity and link their digital wallet to an Australian bank account. Importantly, data privacy will be central to the trial, and will be essential for patron uptake.

Watch this space for NSW government guidelines and the outcomes of the trials, like IGT’s at Club York.

Interested in finding out more about Digital Wallet?

Reference: 1. https://www.commbank.com.au/articles/newsroom/2021/05/digital-wallets-contactless-soar.html

I GT I N S I G H TS IGT IS PROVIDING THE FLEXIBILIT Y YOU NEED FOR YOUR GAMING FLOOR

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• GO! for Grand Link™ now available on both IGT’s CrystalCurve-i® and CrystalDual-i® 27 cabinets • Classics on the Crystal update your gaming floor with IGT’s original classic performers – Multistar Champion Series® & Extra Chance™ Jetsetter® Sydney - on the CrystalDual-i 27 • And COMING SOON – POWER GUARDIANS™

To find out more visit www.igt.com.au Focus.

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K E N O WA N T S T O H E A R W H AT YO U T H I N K K E N O WA N T S TO B E T T E R U N D E R STA N D I T S R E L AT I O N S H I P W I T H I T S R S L & S E R V I C E S C LU B PA R T N E R S A N D L E A R N H OW I T C A N I M P ROV E TO B E N E F I T T H E M .

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eno will be sending out a business customer survey to its valued RSL and Services Club partners in November, which will remain open until the end of December.

The survey is aimed at understanding how venues view their relationship with Keno and how it can improve its products and services offerings.

Keno is particularly interested to see how its ongoing support of RSL and Services Clubs through the challenging COVID-19 trading period has strengthened relationships. During government-imposed closures, Keno suspended its Daily Connection Fee, while, at times continuing paying commissions to venues that chose to operate during trading restriction periods.

“The last year has been really tough for our club partners and Keno is proud that our 2020 survey showed they enjoyed working with Keno more than ever before,” Head of Trade Engagement and Operations, Ralf Bzdega says.

“A contributing factor to the strong results in 2020 were Keno’s positives actions in supporting venues through the difficult COVID trading restrictions.

“Keno is continuing to see significant increases, year on year, in its Net Promoter Score due to a strengthening of its relationships and, last year, recorded the highest NPS ever for any Tabcorp business unit.

“While our past results are encouraging, Keno is committed to continually improving on previous results and our service and product offerings to our valued club partners during 2022.”

The 2020 results revealed Keno significantly improved its relationships and advocacy across the board, with its NPS increasing from +26 in July/August 2019 to +45 in October/ November 2020.

The 2019 survey results also showed significant improvements, with Keno’s NPS increasing from +5 in 2018 to +26 in 2019.

Venues are also consistently viewing their relationship with Keno as being more strategic, according to Bzdega.

“The strength of Keno’s partnerships is evidenced by 7% more venues viewing Keno as strategic or business partner. In 2019, 10% more venues felt they felt they had a strategic relationship with Keno.

“Our revamp of our Local Area Marketing program, roll -out of the New Retail Image, relaunch of Second Chance Draw, and proactive COVID support during trading restrictions, combined with a strong sales and marketing approach, have been vital in strengthening our venue partner relationships, explains Bzdega.

Participation in the 2020 survey was strong, particularly given the timing of the survey, with more senior decision-makers (41%), including General Managers (22%) and Venue Managers (33%) participating.

“We are hopeful for the same strong engagement from our club partners again this year and look forward to your teams sharing their insights with us,” says Bzdega.

An email will be sent to clubs with a link to the survey. All responses will be anonymous unless your venue chooses to identify itself. Look out for the email and have your say.

MEDIA CONTACT: Megan Channer, Imagine Communications P: (07) 3399 3511 M: 0438 003 511 E: megan@imagineco.com.au

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RSL VETERANS’ EMPLOYMENT PROGRAM CAREER TRANSITION

and can connect you to employers.

Our specialist recruitment consultants know how to translate your military skills and experience for a future civilian career.

CAREER NAVIGATION CAREER COACHING CV & COVER LETTERS INTERVIEW SKILLS

This program is funded by the Australian Government and is free for all veterans. You do not need to be a member of the RSL to be eligible for the program.

PATHWAY PROGRAMS TO UPSKILL EMPLOYER CONNECTIONS

For full details and eligibility criteria, visit:

www.rslaustralia.org/employment

Spring has sprung with Keno Keno Check out what on offer promotions are this Spring!

Purchase a bespoke Keno promotion for your club and pick a prize, dates and entry mechanic specific to your own venue requirements.

Log in to kenoconnect.com.au today for more information Gamble Responsibly. Think! About your choices. Help is close at hand. Call Gambler’s Help, ACT Gambling Counselling and Support Service or GambleAware 1800 858 858 gambleaware.nsw.gov.au or www.gamblinghelponline.org.au

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The Veterans Benevolent Fund has been a major supporter of RSL LifeCare.

RSL VETERANS’ E M P LOYM E N T PROGRAM

BRINGING DEFENCE SKILLS TO CIVILIAN CAREERS

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SL Veterans’ Employment is a national program funded by the Australian Government that supports veterans and their partners to find meaningful employment. In New South Wales, the program is delivered by RSL LifeCare Veteran Services on behalf of RSL NSW.

Since July, over 20 NSW-based veterans or partners have entered the employment program. Our very own Veteran Support Coordinators (VSC) also went through the first phase of the program to help them better prepare to support clients through this process. One of our VSCs, Daniel, gave us some insight into why this program is beneficial for veterans, and how it stands out from other services.

Daniel is a veteran of the Royal Australian Navy. After service he spent several years in other roles but, wanting to re-engage with and give back to the veteran community, he joined our team earlier this year to help provide support to veterans and their families.

“The process clients go through helps get them on the right path from the start,” said Daniel. “We take them through a comprehensive wellbeing assessment that identifies the areas they need support and how we can help. This can be housing support, financial assistance, connection to social programs or other areas of wellbeing, including employment.

“Once we identify employment as an area of need, clients begin the self-discovery phase. I found this to be a great kick-off point; you learn what jobs you’re suited for, what type of management support you need, and it helps you articulate where you want to go in your career.

“As someone who has personally felt uncertain about my career path in the past, I remember feeling very unmotivated and uncertain, I had kind of lost my identity with where I wanted to go career-wise. This phase helps to re-focus you, I found it really beneficial, and I’m happy to say it identified the role I am in now as the right fit for me.

“After the self-discovery phase, you go through processes that help with career planning, getting your CV and LinkedIn set up effectively, and you learn how to sell yourself better. You also get interview prep which is really helpful, making the process seem less intimidating, and helping you to respond in a way that showcases your skills and job readiness.

“I’ve used other programs in the past, and a lot of them are very generic and purely results focused, getting each candidate into a role, rather than focusing on the individual and their needs first. The fact you can take your time in the program and get the best out of it for you as an individual is great. We can also customise the program to suit your needs.”

Why hire a veteran?

Veterans possess a variety of skills and experience from their time in service that can benefit your business. From technical and trade skills through to leadership qualities. In addition, many of the soft skills that you look for in candidates are honed during a career in Defence; time management, attention to detail and problem-solving skills are all vital during service and are brought with candidates into civilian careers.

If you’re interested in hiring a veteran and want to find out how you can get involved, visit rslaustralia.org/rsl-veterans-employment-program or call us on 02 8088 0388.

HOW WE HELP Our team work with veterans and their partners to determine how they can best support their search for employment. Services within the program include: • Career counselling and help translating skills for the civilian job market • Help interpreting selection criteria • Writing CVs, application letters and social media profiles • Interview coaching • Connections to employers • Wellbeing support services

Veterans and their partners can access the employment program by visiting rslaustralia.org/rsl-veterans-employment-program or by calling 02 8088 0388.

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MAJOR EVENT PARTNER

W O M E N ’S LEADERSHIP FORUM Monday 6 December, 2021 10:00am-4:30pm Camperdown Commons, 31A Mallett St, Camperdown Members $195 | Non Members $295 To purchase tickets visit rslservicesclubs.com.au/events/womens-leadership-forum