When OLG launched PlaySmart, it represented a significant pivot in how responsible gambling programming was conceived of and delivered in Ontario. This required the re-training of thousands of corporate and front-line staff, as the province’s gaming industry experienced one of the largest public-sector transformations in Canadian history.
PlaySmart training and engagement covers 4 lines of business, multiple program delivery partners, corporate teams and community stakeholders. Training is delivered through video and print materials, online modules, in-person workshops, large annual forums, and small local events.
Here’s an example of how we tell the PlaySmart story to staff:
- Copywriter and editor for enterprise-wide training video and Ontario-wide training modules
- Led the development of training materials in collaboration with internal OLG teams, Responsible Gambling Council (RGC) and the Centre for Addictions and Mental Health (CAMH)
- Developed PlaySmart brand training content for casino staff and event ambassadors
- Developed key message response guides for Customer Support Centre