Gambling harm minimization consultancy EPIC Risk Management has again teamed up with Kindred Group to provide training and development sessions for its staff in the US. This is the latest tie up between the two firms who have collaborated since 2017 to help making gambling safer and fairer for customers.
Liv Biesemans, Group Deputy Counsel to Kindred Group, outlined the rationale behind the partnership, saying: “Kindred’s US player sustainability and customer support teams have engaged EPIC Risk Management for responsible gambling training. Kindred’s global commitment to sustainability and player protection is a key aspect in its US operations as it prepares to enter more states in 2021.
“Kindred and EPIC Risk Management will continue to build on their existing collaboration to train Kindred employees in proactively monitoring its customers to guarantee a safe and secure gambling experience.”
Offering ‘customized’ fully accredited and independently evaluated training and education sessions regarding the issue of problem gaming for operators is what EPIC’s Head of Delivery US Mark Potter believes will create a culture of ‘sustainability’ in the expanding US market.
He commented: “Responsible gaming requires a focus on culture change, understanding, and a desire for action and change. This is why EPIC will always begin any responsible gaming and problem gambling engagement with a process of consultancy to understand the current state of play within an organization, the requirements that are specific to that individual organization, and how best to tailor our solution to provide fit for purpose, effective, and impactful programs.
“Ultimately, EPIC firmly believes that a comprehensive and effective responsible gaming training program cannot be found “on the shelf”.
Potter believes that for a sustainable culture to be created, the provision of proven, impactful training and development programs is a vital part of the journey. “EPIC Risk Management has worked tirelessly across 16 countries and counting to become world leaders in this field, and we are excited to work with the industry throughout the US to better understand how we can effectively tackle responsible gaming and problem gambling together,” he said.
Maris Catania, Head of Responsible Gaming and Research at Kindred Group, noted: “EPIC Risk Management is without doubt the market leader when it comes to providing training around all aspects of responsible gambling. They offer a variety of courses, delivered face to face, digitally and via elearning platforms that are customized to their client’s needs and an absolute must for gambling industry operators.”
She added: “Kindred/Unibet have been delighted to work with EPIC over the past three years and have benefited from their blended approach of combining lived experience of gambling harm with proven methodology and training concepts.
“Highlights of our collaboration have been their comprehensive risk assessment training, allowing our staff to better understand the significant risks that problem gambling can bring and then how to conduct effective interactions, focusing on the customers’ emotions and how to deal with conversations of a sensitive nature. Engaging with EPIC has brought about positive behavioral change for our company and is an essential tool for an organization to minimize harm.”
