Regional Team Lead, PlaySmart Centres

Regional Team Lead, East Region PlaySmart Centres
Full-time, Permanent
Based out of Ottawa

The Responsible Gambling Council (RGC) is a leading international authority on responsible gambling—providing insights to the industry through its research and problem gambling prevention programs, as well as accrediting responsible gambling initiatives offered by gaming companies operating within regulated markets across the globe. For over 40 years, RGC is a respected, non-profit organization that operates independently from the gaming industry, allowing it to offer unbiased insights and services related to responsible gambling.

RGC is committed to bringing together all sides (operators, regulators, treatment, community agencies and the public) to ensure sustainable gambling spaces are in place and to help those at risk because we believe gambling should never come at a human cost. As part of our prevention strategy, RGC manages and operates OLG’s PlaySmart Centres located at casinos and Charitable Gaming Centres across Ontario. In the Centres, players can take a break from gambling and learn more about how the games work through interactive game kiosks, videos and literature. Players and those affected by gambling can chat with professionally trained PlaySmart Centre staff, learn answers to gambling questions and get connected with counselling and support professionals if they are experiencing problems with gambling.

The Regional Team lead is primarily responsible for assisting the Regional Manager with a range of administration, communication, program coordination, team and public relation duties. These duties will aid to oversee the delivery of direct services of the PlaySmart Centres - the development and effective delivery of problem gambling prevention, awareness programs and educational activities. Overall, this position will contribute to the delivery of a cohesive, successful and organized PlaySmart program throughout the region. This role will be based out of Hard Rock Casino Ottawa with frequent local travel, along with occasional travel throughout the province of Ontario.

KEY RESPONSIBILITIES
Administration

• Verify the accuracy of data input from PlaySmart Advisor program metrics
• Analyze data collection and create written reports as required for submission to the Ontario Lottery and Gaming Corporation and for internal evaluation and analysis purposes
• In collaboration with Regional Manager, co-facilitate staff training and staff meetings
• Inventory resources required to deliver program

Team Support

• Support the onboarding and training of new staff
• Model program delivery and services to all staff
• Visit sites across the regional regularly to assist in overseeing the delivery of the program and ensure compliance with RGC and OLG policies and procedures
• Create a positive and energetic environment for staff through positive feedback, reinforcement and coaching of PSC values and standards
• Provide day-to-day operational support to staff, e.g., debrief prior to and following challenging frontline situations
• Identify opportunities for coaching staff and work alongside the Regional Manager to execute any training or follow up required
• Liaise between Regional Manager and staff, e.g., address questions or refer to HR, L&D
• Collaborate with Regional Manager and Virtual PSC Team Lead to monitor and evaluate Virtual PlaySmart staff in meeting and exceed performance and program metrics

Communications

• Communicate with both internal and external interested and impacted parties regarding happenings in the PSC and upcoming events and initiatives
• Maintain relationships with internal and external parties, e.g., venue staff, community agencies, follow up communications
• Identify opportunities to get PSC involved at the site level by speaking with various departments at the site
• In collaboration with Regional Scheduling Coordinator, communicate with internal and external parties regarding the PSC program
• Ensure staff access to necessary information and content

Awareness and Prevention

• Attend and facilitate presentations at external RG quarterly meetings
• Co-facilitate training of venue staff
• Participate in prevention and awareness educational activities throughout the Region to maintain awareness of the needs and requirements of event delivery
• Assume the role of Service Coordinator, as required to meet the program needs

Scheduling

• Absence coverage for the Regional Scheduling Coordinator, e.g., vacation, support scheduling duties during peak periods

QUALIFICATIONS

• Post-secondary education preferred or equivalent combination of education, training and experience
• Education or training with human behaviours, mental health and social sciences
• A minimum of three (3) years of experience in a comparable role is preferred
• Previous experience as a supervisor, an asset
• Valid G Class Driver’s License
• ASIST certification
• Fully conversant with Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams)
• Familiar with other software and technology (Paycor, ADP, ordering sites)
• Written and verbal communication skills in the English language (fluent); other languages (an asset)
• Superior interpersonal skills to foster and maintain relationships with various internal and external contacts
• Ability to work collaboratively with team members’ individual strengths and bring out their best work performance
• Ability to problem-solve and use analytical skills in order to identify issues and remedy them as necessary
• Ability to prioritize tasks effectively and possess excellent time management skills to manage competing priorities
• Receptive to feedback and concerns, and addressing them promptly to maintain smooth operations
• Ability to work both independently and as part of a team
• Maintain confidentiality in dealing with sensitive information, including personnel matters, legal documents, contracts, and other proprietary information
• Ability to travel frequently locally and occasionally Province-wide

RGC celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honor your experiences, perspectives, and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.

The Responsible Gambling Council is committed to providing an accessible recruitment process and workplace. Please let us know if you require accommodation under the Accessibility for Ontarians with Disabilities Act (AODA).

Please note, successful candidates will be required to complete a background check, facilitated by a third-party screener.

The salary range for this position is $57,200 - $71,448 commensurate with skills and experience.

If you are interested in learning more about this role, please apply directly and someone will reach out should you be selected for an interview.

Applications must be received by August 4, 2025 .