Conducted by Kantar Public, the study focused on Gambling Support Service (GSS), an initiative by GambleAware and Citizens Advice Scotland (CAS) to address gambling harms. GSS provides training to frontline workers, including Citizens Advice Bureaux locations, local authority staff, police, paramedics, and mental health charities. The evaluation highlighted limited public understanding of gambling harm severity and existing stigma, hindering those affected from seeking advice.
The evaluation recommended producing clearer guidance for workers, emphasizing why gambling could be problematic for clients and how to identify harm through conversations. Kantar Public also suggested using flexible questions to facilitate natural discussions and reduce stigma. The evaluation further urged the development of more comprehensive training to address uncomfortable conversations related to gambling harm.
Trainees praised the GSS for improving client advice and reducing gambling harm in Scotland. They regularly provided advice and connected clients to relevant support organizations. Anna Hargrave, GambleAware’s chief commissioning officer, acknowledged the importance of training and tools in preparing frontline workers for gambling-related conversations. Derek Mitchell, chief executive of Citizens Advice Scotland, emphasized the network’s commitment to addressing stigma and encouraging individuals to seek support as early as possible to effectively tackle gambling issues.
