Evaluation of Gambler's Helpline: A Consumer Perspective

Kerrie Shandley and Susan Moore

International Gambling Studies, 2008, vol. 8, issue 3, 315-330

Abstract: This paper reports on the results of an evaluation of Gambler's Helpline (GHL) in Victoria, Australia. Particular focus was given to consumers' experiences of accessing the helpline and the overall effectiveness of the service. GHL callers were recruited to participate in an immediate post-call questionnaire-based telephone interview (N = 90) and one-month follow-up interview (N = 56). The first aim of the study was to present a descriptive profile of those accessing the helpline. The second aim was to examine the effectiveness of the counselling intervention through measures taken post callers' contact to GHL. The final aim was to examine referral uptake at a follow-up. Results of this study reflected positively on GHL. Callers reported general overall satisfaction with the service. Consumer feedback highlighted the importance for GHL counsellors of providing a balance of both emotional and practical support for callers, and the importance for callers to access referrals was identified.

Date: 2008
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DOI: 10.1080/14459790802409279

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International Gambling Studies is currently edited by Katie Donnelly, David Marshall, Bronwyn Stuart, Alex Blaszczynski and Jan McMillen

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