Oregon Problem Gambling Services Regional Training, Fall 2018

1. The Retailer Responsible Gambling Program:
Compliance Monitoring
Problem Gambling Services [PGS]
Regional Trainings - 2018

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The Retailer Responsible Gambling Program: A Shared Responsibility
The Oregon Lottery has developed a Retailer Responsible Gambling Program based on the concept of
a shared responsibility as expressed in the retailer contract:
Lottery recognizes and promotes a shared responsibility with its retailers for the promotion of
responsible gambling practices and awareness of problem gambling resources. Retailer agrees to
prominently display Lottery-supplied problem gambling resource materials including posters,
pamphlets, and stickers. Retailer agrees to provide customers with Lottery-supplied materials regarding
the nature of games, game rules, odds, and return to players. The lottery will provide ongoing
responsible gambling training for the Retailer's staff who provide gambling products to customers.
Lottery requires the Retailer's key persons to receive training in responsible gambling.

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The Retailer Responsible Gambling Program: A Shared Responsibility
According to the FY17
Retailer Satisfaction Survey
78% of responding
retailers agreed that
promoting responsible
gambling is a
responsibility the Lottery
and retailers share
equally –
a stark contrast to the 39%
who agreed in FY16

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The Retailer Responsible Gambling Program: Program Areas
The Retailer Responsible Gambling Program is comprised of four key areas:
 Retailer Engagement: Retailers are the Lottery’s primary business partners, and as such, we engage with them to help inform
and support our products and programs – including Responsible Gambling.
 Retailer Training: For over 20 years, Lottery retailers have been required to have a “key person“ trained in all things Lottery,
including Responsible Gambling. In 2015, Lottery set out to expand and enhance the retailer training program, by developing an
online training program called Responsible Gambling & You. Individual programs were developed for Video Lottery Retailers and
Traditional Lottery Retailers.
 Retailer Merchandising Lottery requires retailers to display and provide a variety of player education and treatment referral
materials including posters and brochures. Additionally, Lottery works with retailers to secure additional voluntary placements
for the promotion of treatment referral.
 Retailer Compliance Monitoring: Lottery has defined processes and programs for monitoring, evaluating and addressing retailer
contractual compliance. All of these efforts include RG components, but are not exclusive to RG. The programs can be grouped
broadly in three areas:
1. Annual audits conducted by Lottery field sales staff
2. Routine monitoring on the placement of required Lottery collateral, materials and equipment
3. Audits conducted by Oregon State Police (OSP) and/or Oregon Liquor Control Commission (OLCC).

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The Retailer Responsible Gambling Program: Governance
The Retailer Responsible Gambling
Program considers and is guided by:
• The Retail Contract
• Oregonlottery.org
About Us Page/Rules & Statutes
• The Oregon Lottery Responsible
Gambling Code of Practice
• Oregonlottery.org
Play Responsibly Page
• Applicable Oregon Administrative Rules
• Oregonlottery.org
About Us Page/Rules & Statutes
• OLCC License Requirements
• oregon.gov/olcc/Pages/laws_and_r
ules.aspx
• Best Practices

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The Retailer Responsible Gambling Program: Governance Highlights
The Oregon Lottery Responsible Gambling Code of Practice states that the Lottery will:
• Work with the Video Lottery Retailer 22 member retailer Advisory panel to define the retailers’ role in promoting
responsible gambling practices and problem gambling resource awareness.
• Supply and require retailers to prominently display problem gambling resource materials including posters, pamphlets, and
stickers. Lottery will audit for compliance.
• Supply and require retailers to provide materials and access to information that may be requested by customers including
the nature of games, game rules, odds or return to players.
• Develop mechanism to ensure appropriate and ongoing responsible gambling training is provided to staff that provide
gambling products to customers.
• Contractually require key persons to receive training in responsible gambling as part of retailer onboarding.
• Encourage key persons to share training with line staff and provide resources and materials to assist with training.
• Collaborate with Oregon Liquor Control Commission and the Oregon Restaurant and Lodging Association to identify
opportunities to leverage their existing server training resources.

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The Retailer Responsible Gambling Program: Governance Highlights
The Retail Contract and other retailer provided documents have additional RG
requirements to:
• Use best practices relative to the retailer physical environment and player/retailer
interaction
• Prohibit minors from designated gambling areas
• Follow Lottery line-of-sight guidelines for Video Lottery Terminals as written in
contract
• Follow Lottery To Go reference guide procedures regarding line of sight and the
retailers ability to disable the terminal using the supplied remote key fob if underage
activity is observed
• Prohibit customers who are openly intoxicated to continue gambling
• Provide hospitality services and make players aware of the passage of time to
encourage breaks in play
• Prohibit providing credit or lending money for the purposes of gambling

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The Retailer Responsible Gambling Program: Who Are Oregon Lottery Retailers?
 Over 2200+ retailers offer Video Lottery in “on-
premise” establishments such as restaurants, bars,
and taverns.
o Licensed and monitored by the Oregon Liquor
Control Commission.
o Age to play is 21.
o Video Lottery terminals in restaurants must
have restricted visibility to minors and in a
separate age controlled gaming area.
o These retailers typically also sell “traditional”
Lottery games such as Scratch-Its, Draw
Games, and Keno.
o Monitored for compliance with Administrative
Rule 177-040-0061 Casino Prohibition that
prohibits retailers from operating as a casino.
 An additional 1700+ retailers sell only traditional
lottery games in “off-premise” grocery, gas and
convenience stores where the age requirement to
play is 18.

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The Retailer Responsible Gambling Program: Retailer Engagement
 Video Lottery Advisory Panel: Since 2015, Lottery has worked with a 22 member Video Lottery Advisory Panel.
The panel is comprised of executive leadership from high volume chains and influential independents. The panel
members represent over 230 high volume retail locations.
 Traditional Lottery Advisory Retailers: In 2017, Lottery engaged with Convenience Retailer Jacksons to help
develop and roll-out Traditional Lottery RG training.
 Retailer Surveys: The Lottery conducts a variety of research to gauge retailers’ attitudes towards Lottery
products and programs – including Responsible Gambling. For example, the Retailer Satisfaction Survey that has
been conducted for 20 years has included RG questions since FY16. Post RG training surveys have also been
conducted.
 Restaurant Industry Engagement: Every Video Lottery retailer has a license from the OLCC. A requirement of
that licensing is that staff must obtain a server’s permit and be trained in the responsible provisioning of
alcohol. The Lottery reached out to OLCC and their online training partner the Oregon Restaurant and Lodging
Association is now including Responsible Gambling training along with server training on the ORLA website.
 Retailer Communications: The Lottery publishes a bi-monthly retailer newsletter called the Lottery Connection.
Corporate Social Responsibility/ Responsible Gambling stories are included in most issues.

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The Retailer Responsible Gambling Program: Retailer Training
Responsible Gambling & You training as of July 2018:
 3820 Retailer staff completed the Video Lottery RG training.
This is an overall average of 1.7 staff per location and 3.3
staff at corporate locations.
 3404 Traditional Retail staff have completed the training.
Overall this represents 1.7 per location, 2.1 for
independents and 1.4 for chain locations.
All Oregon Lottery Retailers are currently compliant
with contractual obligations relative to training, and
most have exceeded all contractual requirements

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The Retailer Responsible Gambling Program: Retailer Training
The Continuous Improvement Process: Responsible Gambling & You Retailer Training:
 Research: Lottery conducts focus groups to help inform content and delivery of the training. This includes
Lottery staff, Retailer Management, Retailer Staff, Treatment and Prevention Stakeholders.
 Pilot: To understand the user experience prior to rollout, training is piloted with a high volume chain retailer.
Previously, Video Lottery training was piloted at Dotty’s 34 locations & Traditional Lottery was piloted at
Jacksons 50+ locations.
 Statewide Launch: For statewide launch, Lottery creates multiple training touch points for sales staff
engagement with the retailers as they visit retailers during their normal call cycles.
 Language: Lottery retailers are a diverse group, some of whom have English as a second language. Lottery
created a print version of the video training module in 7 languages, the traditional training module is available
in English and Spanish with an additional 3 languages available in print.
 Onboarding: New Video Lottery retailers take this training before they begin selling. Expectation is set that
they are to have their entire player facing staff take the training. Lottery has obtained commitments from
retailers to include this training in their own onboarding programs.

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The Retailer Responsible Gambling Program: Retailer Training
The Continuous Improvement Process: Responsible Gambling & You
Retailer Training:
 Training Delivery: Is done via an easy to use self-serve training site. Also, field sales staff
were trained to promote the training and even assist the retailers to take the training if
necessary. This included running group trainings and walking through the training with
retail staff using Lottery tablets if necessary.
 Tracking and compliance: To track the completion rates at each location, a retailer
number or zip code was required to access the module. At the end of the course, the
retail employee was accounted for in a Lottery developed dashboard to track all
retailers and employees who had taken the training. Retailers who did not complete the
training were again visited by a Field Sales Representative who would conduct the
training on-site if necessary and share that taking the training is a contractual
obligation.
 Learn and refresh: Lottery is currently in process of refreshing the Video Lottery
training to be shorter and more mobile friendly, based on post training survey data.
Traditional training is scheduled for a refresh in 2019.
If you would like to view the current Responsible Gambling & You training you can find it at the
following links:
Video Lottery Training: https://youtu.be/xx-bgH09Fpc
Traditional Lottery Retailer Training: https://vimeo.com/226770976/0a635867b3

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The Retailer Responsible Gambling Program: Retailer Merchandising
Lottery requires retailers to display and provide a variety of player education and
treatment referral materials including posters and brochures
 On-Premise Retailers
 Required Materials Retailers must display a Lottery supplied treatment referral posters
and brochures in close proximity to the Video Lottery terminals. Field Sales staff
routinely audit for compliance.
 Optional Materials: Spanish language and significant other brochures are also provided,
but are not required.
 Promotional Materials: Lottery routinely supplies materials like coasters, table tents and
posters for promotions or featured product. Treatment referral messaging may be
incorporated into these support pieces.
 Additional Placements Message testing with problem gamblers identified the need for
“hard hitting, in your face” treatment referral messaging. Lottery field staff was charged
with requesting placement of posters in retailer restrooms. Over 66 retailers agreed to
these additional placements of resource materials.
 Off-Premise Retailers:
 Required Materials Retailers must display a Lottery supplied treatment referral posters
and brochures in close proximity to the selling area. Additionally, they must provide
player information “How to Play” brochures. Field Sales staff routinely audit for
compliance.
 Optional Materials: Spanish language and significant other brochures are also provided,
but are not required.
 To Order these materials:
 https://www.oregonpgs.org/all-providers/order-form/

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The Retailer Responsible Gambling Program:
Retailer Compliance Monitoring
 Annual Audits Conducted by Lottery Staff & Oregon State Police: each of Lottery’s 4000+
retailers is audited for contractual compliance on a yearly basis. Audits include, but are not
limited to, assessment of RG practices and compliance with material and equipment
requirements. Audits vary depending on the retailer type.
 Limited Menu Video Lottery Retailers Limited Menu retailers are typically Lottery’s highest
volume retailers. These retailers receive in-depth audits designed to assess their
compliance with the Casino Prohibition rule. These 300 retailers are assigned to a specialist
who conducts the audits. Lottery works with Retailers who are out of compliance and may
suspend or terminate those who do not make the necessary changes.
 Video Lottery Retailers: All 2000+ additional Video Lottery Retailers are randomly assigned
to the six Field Contract Consultants. This audit includes line of sight verification in addition
to over 20 other criteria. Lottery works with Retailers who are out of compliance and may
suspend or terminate those who do not make the necessary changes.
 Traditional Lottery Retailers: Beginning in 2017, Lottery began auditing the 1800+
Traditional Retailers for the first time. This audit includes verification of Lottery vending
equipment placement in addition to over 20 other criteria. Lottery works with Retailers
who are out of compliance and may suspend or terminate those who do not make the
necessary changes.
Some things observed during audit and
questions asked include:
 Are VLTs specifically restricted from
Minors view?
 Is the OLCC Minor posting properly
placed?
 Are the Responsible Gambling
posters and information available and
properly placed?
 How many VLTs are in the play areas?
All 4000+ retailers undergo an annual audit performed by Lottery staff
and a compliance inspection conducted by the Oregon State Police.

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The Retailer Responsible Gambling Program:
Retailer Compliance Monitoring
 Routine Monitoring by Lottery Field Sales: Lottery routinely monitors
the placement of required collateral, materials and equipment. A Field
Sales Representative (FSR) visits every retailer once every 2-4 weeks.
As part of these routine visits to retailers FSR will check for RG
compliance such as:
 Age requirements are posted as required
 Availability of all how-to-play information and responsible
gambling brochures at appropriate venues in playstations
 Ensure all treatment referral terminal stickers are up to date on
lottery equipment
 Ensure that treatment referral material are posted as required
 Help conduct Responsible Gambling training with new retail staff
if needed, report any retailers who refuse to take the training
through the appropriate escalation
 Check to ensure Lottery equipment has not been moved out of
line of sight

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The Retailer Responsible Gambling Program:
Retailer Compliance Monitoring
 Oregon State Police and Oregon Liquor Control Commission: Oregon State Police (OSP) and OLCC
routinely conduct mystery shops and/or stings of Lottery retailers. The Lottery does not influence or
guide these efforts, but works in cooperation with the appropriate agency to take action following
notification of an issue.
 OLCC Underage sales: OLCC monitors its licensee’s to ensure compliance with the provisioning of
liquor regulations – this includes prohibiting sales to minors. The Lottery is notified immediately
when non-compliance occurs at a Lottery retailer. OLCC follows a progressive discipline approach.
As an OLCC license is required to be a Video Lottery Retailer, Lottery’s response is based on
OLCC’s actions.
 Annual Compliance Inspections by Oregon State Police (OSP): Annually, OSP conducts retailer
compliance inspection at all Oregon Lottery retailer locations. These inspections are an important
part in the overall assurance of the fairness, integrity, security and honesty of the Oregon Lottery
retailer contracting program. Non-compliance is reported to retail contracts immediately and
appropriate actions are determined. Detectives visit with retailers and discuss a variety of topics
that include:
o Validating the OLCC server permit and identification is posted
o General Lottery game security
o Postings: Lottery certificate, Problem Gambling Helpline stickers
o Returning, or offering to return, winning Scratch-its tickets to players
o Age controlled area
o Visibly intoxicated persons/underage players
o General crime prevention

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Who to Contact?
Oregon Lottery Via Website: Based on what you now know, if you clearly see something in a Lottery retail location that
is out of compliance with their contract, please contact us using the “Contact” tab located on oregonlottery.org.
Roxann Jones: If you see something questionable, but are just not sure and would like more information, please funnel
your questions through ROXANN.R.JONES@dhsoha.state.or.us. She may be able to help you. If not, she will report
specifics to Lottery representative, for a formal response.