Regional Team Leader, Player Health

British Columbia Lottery Corporation; Kamloops; Remote; CAD 88,000 - 137,000; Full time

Benefits offered by this job

Robust wellness program

Flexible working model

Play It Forward volunteer program

Job summary

British Columbia Lottery Corporation is seeking a Regional Team Leader, Player Health to oversee the daily operation of the GameSense Program in their region. You will lead GameSense Advisors, staff GameSense Info Centres and phone/live chat channels, and develop educational programs to promote safer gambling.

The role includes delivering GameSense training for providers, guidance on at-risk customers, and ensuring adherence to corporate policies and Safer Gambling standards across BC.

Qualifications

• Degree in social sciences, health sciences, education, communications or business.
• 4–6 years in customer relations, human services or communications with progression in leadership.
• Experience in managing and delivering educational programs, promotions or events.

Responsibilities

• Manages delivery of GameSense Advisor Program services across Info Centres and online channels.
• Identifies opportunities and creates educational programs for safer gambling through the GameSense brand.
• Facilitates training programs to promote player health and safer gambling practices; improves delivery.
• Supports program evaluations and customer insights to increase effectiveness and efficiency.
• Provides expert guidance to gaming service providers on safer gambling messaging and compliance with standards.
• Develops and maintains relationships with gaming providers, security, staff, and external partners.
• Leads and coaches a team of GameSense Advisors across BC and ensures psychological safety.
• Reviews customer interactions and enrollment data to provide coaching and follow-up actions.

Skills

People leadership

Education program delivery

Communication

Customer relations

Education

Bachelor's degree in related field

Tools

MS Office Suite

Job description

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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.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

• 74 Seymour Street W, Kamloops

This is a Permanent, Full Time opportunity

Expected Salary Range: $87,530.00 - $109,414.00 - $136,768.00

• Our typical hiring range will be +/- 5% of the midpoint shown above
• Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four 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 $1.4 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

Job Summary:

The Regional Team Leader, Player Health manages the daily operation of the GameSense Program in their region. The role provides leadership and direction to a team of GameSense Advisors staffing GameSense Info Centres and/or dedicated phone and live chat channels. They develop and oversee delivery of educational programming and facilitate BCLC’s Player Health and Game Break training for gaming service providers. The Regional Team Leader offers expert guidance and support for customers at-risk of gambling harm and in the application of safer gambling strategies, standards and policies.

This role requires travel and flexible hours, as needed.

Key Accountabilities:

• Manages the delivery of GameSense Advisor Program services through GameSense Info Centres (GSICs) and/or virtually through phone and live chat.
• Identifies opportunities and develops player-focused educational programs for delivery through the GSA Program, leveraging the GameSense brand to promote safer gambling strategies.
• Facilitates training programs and curriculum delivery to promote player health and enhance safer gambling practices among BCLC and gaming service providers. Identifies opportunities for training delivery enhancement.
• Supports the implementation of program evaluations and customer insights to continually increase effectiveness and efficiencies of the GSIC program.
• Acts as subject matter expert by providing guidance to gaming service providers to ensure clarity, awareness and consistent application of safer gambling messaging and business requirements for compliance to corporate policies and the Province’s Responsible Gambling Standards for the BC Gambling Industry.
• Develops, maintains and manages strong collaborative relationships with gaming service providers, security personnel, BCLC site staff and problem gambling prevention and counselling service providers.
• Provides strong people leadership and communications to support and lead a team of GameSense Advisors located in various regions across BC., ensuring they have the skills and ongoing training needed to effectively engage with customers, and maintain psychological safety during complex customer situations.
• Regularly reviews GameSense Advisor customer interactions and Game Break enrollment information to ensure quality assurance, provide coaching and feedback, and recommend follow-up actions as needed.

Minimum Required Qualifications:

Education and Experience

• A degree in a discipline related to social sciences, health sciences, education, communications or business;
• 4 - 6 years related customer relations, human services or communications experience indicating progressive levels of responsibility, including people leadership;
• Experience in the management and delivery of educational programs, promotions or events;
• An equivalent combination of education and experience may be considered.

Technical Requirements

• Knowledge of principles, concepts, practices and techniques in the areas of prevention, education, and program evaluation.
• Demonstrated ability to build strong and trusting relationships with managers, employees and peers;
• Outstanding skills in communication, customer relations and human services, with consideration and judgement to be sensitive to the needs of individuals experiencing distress;
• Strong interpersonal, conflict resolution, problem solving, written and verbal communication skills;
• Excellent organizational and planning skills with a strong attention to detail; meets tight timeframes and commitments and is accountable for results;
• Excellent problem solving and analytical thinking/innovation;
• Exceptional time management and multi-tasking skills;
• Possess initiative and responds on a proactive basis, anticipating needs;
• Strong business acumen with a results oriented focus;
• Believes in continuous improvement and driven to question and improve processes, systems, practices as appropriate;
• Strong ability to maintain confidentiality; possesses diplomacy and tact;
• Solid knowledge of MS Office Suite.

Working Conditions

• Ability to travel and work flexible hours, as required;
• Satisfactory security clearance, including criminal record check.

What’s in it for you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year

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. Check it out !

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

If you require accommodation so you can be at your best in the interview, please let us know: [e-mail] .

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

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