00:00:00:00 - 00:00:33:16 Announcer Every day, your lottery reaches thousands of people who enjoy gambling for fun or entertainment. The vast majority of those individuals gamble responsibly. But as with every facet of life, there are problems when any activity becomes an obsession. And like any concerned person, we need to acknowledge and be responsive to those among us who suffer from gambling disorders. In fact, as lottery employees, we're more likely to encounter someone with a gambling problem than most people. 00:00:33:18 - 00:00:56:20 Announcer Maybe it's a phone call from someone who doesn't know where else to turn. Or maybe you'll talk to a store clerk concerned about a customer. It could be someone who walks into the office, or a fellow employee, or even someone you meet at a party who finds out where you work. It could be someone with a problem. Someone who knows someone with a problem, or someone who's just curious. 00:00:56:22 - 00:01:22:12 Announcer You might not be sure what to say or what to do. That's why NASPL and the National Council on Problem Gambling made this video. While there are many ways to determine if someone has a gambling problem, there are a series of questions that can help to identify a gambling disorder. If someone meets four or more of these criteria, it's likely they have a serious gambling problem. 00:01:22:14 - 00:01:52:00 Announcer But know that even if someone meets 1 or 2 criteria, they could well be on their way to having a disorder. The criteria include someone who demonstrates a preoccupation with gambling, for example, when it's hard for people to concentrate on much else in life and they're always planning on how and when to gamble or secure money to gamble. Someone who has a need to gamble with increasing amounts of money to achieve the desired excitement. 00:01:52:02 - 00:02:24:11 Announcer This is similar to building a tolerance. For example, it once took $50 to make a game exciting and now it takes 500. Someone who has made repeated unsuccessful efforts to control gambling. Many people will go to great lengths, like limiting their money supply or finding new ways to drive to circumvent the ability to gamble. And yet, it's just too hard to stop. Someone who demonstrates restlessness or irritability when trying to cut down or stop gambling. 00:02:24:13 - 00:02:53:13 Announcer Despite it being a behavioral disorder, people can experience symptoms similar to substance use disorders. This is often seen as withdrawal. Someone who possesses an insatiable desire to gamble after losing money to get even, or gambling simply to experience the high of the win. This is referred to as chasing. Someone who lies to others to conceal the extent of involvement with gambling. 00:02:53:15 - 00:03:24:21 Announcer Someone who jeopardizes or loses a significant relationship, job, educational, or career opportunity due to gambling. Someone who sees gambling as a way of escaping from problems or of relieving feelings of helplessness, guilt, anxiety, and or depression. And lastly, someone who relies on others to bail them out or provide money to relieve a desperate financial situation caused by gambling. 00:03:24:23 - 00:03:40:22 Announcer This could be anyone. This could be you. So how do you recognize a gambling disorder? And what actions do you take once you recognize a problem.? 00:03:55:06 - 00:03:58:18 Chris Good morning. Customer service, this is Chris. How may I help you? 00:03:58:20 - 00:04:00:03 Caller Hi. 00:04:00:05 - 00:04:02:17 Chris Can I help you with something today? 00:04:02:19 - 00:04:05:06 Caller I don't know. I didn't know who to call. 00:04:05:10 - 00:04:07:08 Chris Let me see if I can help you. 00:04:07:10 - 00:04:12:13 Caller It's my husband. I don't know. I think I don't know if this is the right place. 00:04:12:16 - 00:04:14:23 Chris That's all right. Go ahead. I'm listening. 00:04:15:01 - 00:04:41:23 Caller I think, no, I know he has a problem with gambling. He tells me I don't know. Well, after a few drinks, he says a lot of things, but we don't have any money. He's on disability through the government. Well, for war-related injuries, both physical and mental. But the bottom line is, he just can't stop buying tickets. And the more he buys, the angrier he gets. 00:04:42:01 - 00:04:57:14 Caller I work part time so I can take care of the kids. So we get nothing, right? I mean, we owe people money. It's bad. I'm getting scared. I got no place to go. I can't afford to divorce him, but I'm not sure I can go on like this with the kids either. 00:04:57:17 - 00:05:00:09 Chris It sounds like you're in a real tough spot right now. 00:05:00:11 - 00:05:01:16 Caller I just didn't know who to talk to. 00:05:01:21 - 00:05:06:12 Chris Look, you're doing the right thing by reaching out. This is not a problem you can solve alone. 00:05:06:16 - 00:05:08:10 Caller So you think you can help me then.? 00:05:08:12 - 00:05:09:20 Chris What's your first name? 00:05:09:22 - 00:05:10:08 Caller Joan. 00:05:10:13 - 00:05:13:18 Chris Look, Joan, I'm not an expert on gambling problems. 00:05:13:20 - 00:05:14:16 Caller You're not? 00:05:14:18 - 00:05:21:15 Chris No, but I'd like to connect you to some people that can help you. And maybe your husband, too. Would you let me do that? 00:05:21:17 - 00:05:22:10 Caller Sure. 00:05:22:12 - 00:05:31:07 Chris I'm going to transfer your call to help line right now and stay on the line to make sure you're connected. But if we get cut off, I want to give you the number. Do you have a pen? 00:05:31:09 - 00:05:55:07 Announcer The customer service representative has been well trained to offer Joan the statewide problem gambling helpline so that either she and or her husband could access help. In addition, Chris could tell her about her state or province's options for treatment. These services are for problem gamblers, but family members may also access them independent of the person dealing with the gambling problem. 00:05:55:07 - 00:06:17:14 Announcer They're free and confidential. Finally, Chris may want to let Joan know that in addition to treatment, some of the other resources from which she could benefit on the helpline would be 12 step programs and free legal and financial services in her state or province. The customer service representative was focused on a situation that was really about the impact of gambling on a family. 00:06:17:15 - 00:06:35:06 Announcer Now we'll explore a situation where you encounter someone who has a gambling problem themselves, but who may be hesitant to admit that there is an issue. Let's watch as Billy, a sales clerk, shares his concerns about a customer with Carol, his lottery representative. 00:06:35:08 - 00:06:37:09 Billy She spends so much money here. 00:06:37:11 - 00:06:38:10 Carol Sure. 00:06:38:12 - 00:06:44:12 Billy She comes in every day. 00:06:44:14 - 00:06:45:09 Billy Hey, June. 00:06:45:11 - 00:06:51:02 June Morning, Billy. Hey, Carol. Long time no see. All right. Billy. I think it's going to be a lucky one. 00:06:51:05 - 00:06:53:13 Billy Did you bring any winners in with you today? 00:06:53:15 - 00:06:57:03 June Between these two, we have, I think we have about ten. 00:06:57:05 - 00:06:59:22 Billy All right, then, what can I get you? 00:07:00:00 - 00:07:17:18 June Let me see. Such a waste of time. I just feel like such an idiot with this. But I'll get it back. I'll get it back. Although my husband’s been, my husband. I'll tell you what. I'll try the ten and you pick the ones. I bet you have better luck than me. 00:07:17:19 - 00:07:19:04 Billy This one's been pretty popular. 00:07:19:06 - 00:07:26:22 Carol You okay? Everything all right? Yeah, sure. 00:07:27:00 - 00:07:50:09 Announcer Let's go back to some of the definitions mentioned earlier. Do they apply to June? Does she appear to be preoccupied with gambling? Does she appear restless and irritable after losing? Do you think June will return day after day to get even? Is June being honest with others regarding the extent of her involvement with gambling? 00:07:50:11 - 00:07:52:21 Carol Are you sure you're okay, June? 00:07:52:23 - 00:08:04:07 June I keep scratching these cards here. They don't want to seem to pay my bills. That was my last 20 for the month, Carol. I gotta make this right. 00:08:04:09 - 00:08:14:09 June All right, let's try this. Let's do $20 worth. Billy, you pick ‘em this time. 00:08:14:11 - 00:08:15:23 Carol I don't know, June. 00:08:16:01 - 00:08:23:22 Announcer What do you, the employee, do? Help move June along and make the next sale. 00:08:24:00 - 00:08:27:13 Carol I guess we can pick out a few more. 00:08:27:15 - 00:08:30:07 Announcer Refuse to sell her any more tickets. 00:08:30:09 - 00:08:33:18 Carol June, we're cutting you off. We can't sell you any more of these. 00:08:33:20 - 00:08:39:07 Announcer Ask if she'd like to view some helpful resources. 00:08:39:09 - 00:08:44:10 Carol June, I tell you what. I have some pamphlets with my materials in the back. 00:08:44:12 - 00:08:45:22 June I need the money, Carol. 00:08:46:00 - 00:08:48:01 Carol This can't be working out for you. 00:08:48:03 - 00:08:52:02 June Hey, I win sometimes. I just need to play more often. I'll get it back. 00:08:52:04 - 00:08:54:16 Carol Let me help you get in touch with somebody that can help. 00:08:54:18 - 00:08:58:16 June I don't want to bother anybody with my silly problems. I just need more money, that's all. 00:08:58:18 - 00:09:09:09 Carol June, let me help you connect with somebody that can help you through these financial struggles. Maybe cut back on the gambling a bit. Let me get the number for you. 00:09:09:11 - 00:09:12:12 June Okay. 00:09:12:14 - 00:09:44:18 Announcer So what are some of the resources that Carol might offer? June. Calling a helpline where June could talk with a trained professional who really understands this issue and will listen. Pointing June to treatment with clinicians who've been trained to address this issue, as well as financial and legal resources designed to help. June is clearly struggling, but also seems to be on her way to admitting that this is a situation she can't handle alone. 00:09:44:20 - 00:10:11:21 Announcer It was right for the way Carol stepped in to offer her resources. The next scene portrays an individual who is not nearly as aware of how gambling may negatively impact his life. In fact, initially the customer Hampton feels on top of the world. But a gambling problem should not simply be associated with losing. Win or lose, the recognition of the problem is no less important, 00:10:11:23 - 00:10:30:11 Announcer whether you work in customer service or are an employee in security. And even though each lottery has different policies and procedures for a customer claiming a ticket, the overall guiding principles remain the same. To act responsibly while providing good customer service. 00:10:30:13 - 00:10:44:23 Hampton Hey! Hello there everybody. Yes. Thank you. The new mayor has come to town. I'm a winner.! Yes! Thank you! Thank you! About frickin’ time. 00:10:45:01 - 00:10:52:16 Hampton Why hello there, ma'am. Yes, I got my ticket. Here's my ticket. And here's my paperwork. 00:10:52:17 - 00:10:56:20 Lottery Employee Thank you, sir. 00:10:56:22 - 00:10:59:07 Hampton See? Look, I'm a winner. 00:10:59:09 - 00:11:02:14 Lottery Employee Congratulations. That's wonderful. Let me just confirm. 00:11:02:16 - 00:11:17:00 Hampton Hey, take your time. Take your time. Oh, I want to relish this moment, you know what I mean? No one can take this victory from me, not even the ex, you know what I'm saying? This is my day, baby! What? What's the matter? 00:11:17:02 - 00:11:19:23 Lottery Employee Sir, I can confirm that you possess the winning ticket. 00:11:20:01 - 00:11:20:19 Hampton Okay. 00:11:20:21 - 00:11:29:07 Lottery Employee As a matter of protocol, we have to check to see if you have any debts owed. And on your record, it appears you owe a debt to the state. 00:11:29:09 - 00:11:30:10 Hampton Are you kidding me? 00:11:30:12 - 00:11:35:22 Lottery Employee According to state law, we will have to deduct that amount from your total after tax winnings. 00:11:36:00 - 00:11:40:19 Billy Are you freaking kidding me? You're coming after me for child support? 00:11:40:21 - 00:11:42:07 Lottery Employee I couldn't say, sir. 00:11:42:09 - 00:11:48:12 Billy After all, I invested in your stupid tickets! Are you frigging kidding me? 00:11:48:14 - 00:11:59:21 Billy No one. Not you, not anyone or anything was going to bring me down! I was counting on this. Especially that ex! This is my day! 00:11:59:23 - 00:12:01:01 Lottery Employee Sir. 00:12:01:03 - 00:12:04:00 Billy You need to stop calling me sir! 00:12:04:02 - 00:12:06:18 Announcer So what are you going to do? 00:12:06:20 - 00:12:08:11 Billy Are you listening to me? 00:12:08:13 - 00:12:26:22 Announcer Stop. Take a breath. Reflect. What are the steps you need to take? Call the police? Call in a supervisor and security? Tell the man you can't help him in the state he's in? Just give him the money he's due and ignore the warning? 00:12:27:00 - 00:12:47:00 Lottery Employee Look, it's Hampton, right? I've called my supervisor. I don't want to have to call security, but I will if you don't calm down. I understand this might be difficult for you. I understand why, but I need you to take a step back. Take a breath. 00:12:47:02 - 00:12:56:03 Hampton Okay? Okay. You're right. This was just supposed to give me back to even, you know? People keep telling me I spent way too much money on these things. 00:12:56:05 - 00:13:07:17 Lottery Employee Look, while you're waiting for us to sort all this out, why don't you take a look at that pamphlet? It's part of the packet that we provide all of our winners. 00:13:07:19 - 00:13:32:20 Announcer Hampton was clearly not ready for resources to be given to him. And you should always take steps to provide for your own safety. Never hesitate to reach out to security if you feel threatened. Consider that gambling for fun or recreation is considered low risk gambling. Gambling for financial gain or to fulfill a need is high risk. 00:13:32:22 - 00:14:08:18 Announcer Every day, your lottery reaches thousands of people who enjoy gambling or betting for fun or entertainment, and who gamble responsibly. But we also need to acknowledge and be responsive to the minority among us who suffer from gambling disorders. You have the ability, without doing any harm, to make a difference. Now, you're not an attorney, a counselor, or a financial planner, but you are part of a group of concerned individuals who care about helping to improve the lives of those who struggle with gambling. 00:14:08:20 - 00:14:28:11 Announcer You have the opportunity to demonstrate with pride and with dignity that professionally, as an employee of the lottery, you're committed to doing well and to doing good.