Advisor, GameSense

Job Function: Compliance Investigation and Legal

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

This is a Permanent, Part Time opportunity

Expected Hourly Rate: $33.13/hr

The Company

For over three decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.6 billion in net income to the Province of B.C. to support First Nations, local host governments, health care, education and community programs across the province.

The Team

Joining the Player Health team at BCLC means you will be part of a group of specialists supporting one of BCLC’s core ambitions: our players will demonstrate safer gambling behaviours. We’re delivering a higher standard of care and support by offering innovative programs that encourage healthy play and improve the safety of our products, environments, and service for our players.

The Role

GameSense is the award-winning player health program created in 2009 as a player-first approach to safer gambling. The program aims to reach every player by promoting positive play behaviors, providing details on key gambling concepts, and offering valuable support education. We want our players to understand more about the games they are playing and the risks that come with playing to ensure gambling stays fun.

As a GameSense Advisor who will work both virtually and in-person, you will be our player health support team at the heart of it all, engaging, educating and supporting players in our casinos on various shifts aligned with casino traffic, as well as virtually by phone and live chat. This role works closely with casino staff and security, customer support and internal investigations teams, as well as with our players, regardless of where they are on their safer play journey. Reporting to the Regional Team Leader, Player Health, you will be a role model for safer play and live our brand in every way, including wearing BCLC branded clothing while on the job to ensure you’re identifiable when working on the casino floor.

This role supports our players at both our Castlegar location as well as virtually by phone and live chat.

What you will accomplish

• Deliver educational programming and information in a way that engages and entertains our players, allowing them to connect with and retain new concepts while having fun.
• Respond to inquiries from players seeking information about GameSense and Game Break programs and tools, problem gambling and related help resources.
• Provide tailored, empathetic, non-judgemental support to individuals affected by problem gambling and provide resources, up to and including confidential referrals to problem gambling services such as counselling.
• Build effective working relationships with gaming service providers, security personnel, internal BCLC staff and the province’s problem gambling prevention and counselling service providers.
• Deliver training to staff on GameSense, Game Break and Appropriate Response Training programs.
• Input data accurately regarding interactions with players.
• Maintain a visually appealing information center with appropriate supplies.
• Adhere to BCLC’s work from home guidelines when working virtual shifts.

What will make you successful

• You will be proficient at providing outstanding customer service in a fast paced environment.
• You will communicate effectively and build relationships with players of all backgrounds by reading and communicating to their place in their player health journey while maintaining confidentiality, diplomacy & tact.
• You have a demonstrated ability to identify and respond to urgent or critical situations and have excellent conflict management skills.
• You will stay updated on emerging trends, research and best practices in safer gambling and attend regular training provided to you to update your knowledge.

It would be awesome if you also had

• Fluency in a second language in addition to English and experience serving those of diverse backgrounds, cultural and linguistic sensitivities.
• Experience with working in an environment with distractions.
• Ability to work both from home, and in-person at the GameSense Information Centre. Shifts are scheduled to best serve our players, and can vary from 7:00am to midnight, 7-days per week.

What’s in it for you

• Defined benefit pension plan which provides a recurring income you can depend on for life throughout retirement.
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week.
• Professional development including education/certification sponsorship, in house leadership cohorts, LinkedIn Learning.

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants.

Did you know BCLC is an industry leader in player health and safe & responsible gambling?

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com.

All candidates must be at least 19 years of age and legally eligible to work in Canada.