Listening at Scale: Innovative Approaches to Engage Those Impacted by Gambling Harm

Session Title

Treatment: Family, Training & Support Systems

Presentation Type

Paper Presentation

Start Date

27-5-2026 12:00 AM

Abstract

Gambling harms research indicates that a high number of people are directly impacted by someone else’s gambling. Despite experiencing significant emotional and financial harm, affected others often remain hidden in traditional support systems. At Oregon Lottery, we set out to uncover their needs and identify practical ways to reach them through a combination of formal research and grassroots listening strategies. Engaging external support,we conducted environmental scans that revealed a scarcity of tailored resources, in-depth interviews with affected individuals and treatment professionals, and cross-sector workshops to explore systemic improvements. We also engaged frontline gaming staff to identify real-world touchpoints and examined digital tools and outreach channels used by help-seeking populations. This presentation will share how blending research with creative outreach—such as listening spaces and rapid feedback loops—can illuminate gaps and generate quick-win opportunities. We will discuss what we learned about stigma, barriers to help-seeking, and the role of outreach in early engagement. Attendees will gain actionable insights on designing scalable, inclusive approaches that meet this in-need group of people where they are, and inform systems to better support them.

Author Bios

Stacy provides strategic leadership for Lottery’s critical brand programs, with a focus on Safer Play. She has built one of the country’s most respected Safer Play programs, collaborating across diverse stakeholder groups including operators, treatment providers, researchers and legislators. Stacy was nationally recognized in 2025 when she received NCPG’s Don Feeney Award for Responsible Gambling Excellence. Stacy is on the Board of Directors for the Responsible Gambling Council of Canada.

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May 27th, 12:00 AM

Listening at Scale: Innovative Approaches to Engage Those Impacted by Gambling Harm

Gambling harms research indicates that a high number of people are directly impacted by someone else’s gambling. Despite experiencing significant emotional and financial harm, affected others often remain hidden in traditional support systems. At Oregon Lottery, we set out to uncover their needs and identify practical ways to reach them through a combination of formal research and grassroots listening strategies. Engaging external support,we conducted environmental scans that revealed a scarcity of tailored resources, in-depth interviews with affected individuals and treatment professionals, and cross-sector workshops to explore systemic improvements. We also engaged frontline gaming staff to identify real-world touchpoints and examined digital tools and outreach channels used by help-seeking populations. This presentation will share how blending research with creative outreach—such as listening spaces and rapid feedback loops—can illuminate gaps and generate quick-win opportunities. We will discuss what we learned about stigma, barriers to help-seeking, and the role of outreach in early engagement. Attendees will gain actionable insights on designing scalable, inclusive approaches that meet this in-need group of people where they are, and inform systems to better support them.