One of our Helpline Advisers shared their insight into the best part of their role and why the National Gambling Helpline is so important.
I’ve been at GamCare for just over two years. It’s flown by, and I’ve really enjoyed it. I came into the role with lived experience and many people who contact the Helpline say they’d love to do the same: using their experience to support others.
I had a long history of gambling harm, mainly betting on horse racing. I thought I’d cracked a system to beat the bookies—but over many tough years, I had to accept that wasn’t the case. After a period of recovery and losing my job, I saw the Helpline advisor role at GamCare and went for it.
What’s my average day looks like
When we’re on shift, we’re on the lines, taking calls, chats and WhatsApps as they come in. The focus is on supporting people experiencing gambling harm, whether they’re gamblers themselves or affected others.
Calls can be anything from someone in crisis to someone just starting to think about change. We’re there to offer help in the moment, signpost further support and, where needed, connect people to follow-up services quickly.
Best part of my role
The most rewarding part of my role is knowing you’ve helped someone take that first step towards recovery. We don’t always know what will happen next in their journey, but being able to say, “Well done for reaching out,” and offering support in that moment can make a real difference. It’s also about giving people hope.
Gambling harm can feel isolating, but knowing recovery is possible can be really powerful. I don’t share my own lived experience with callers unless it feels appropriate, but when I do, some people find it helpful – it reassures them that change is possible.
A call that really stayed with me was from a new mum who had just discovered her partner was gambling, but he wasn’t accepting there was a problem. Supporting affected others can be tough because if the gambler isn’t ready to change, it can feel like there’s little we can offer. But by the end of the call, she understood she wasn’t alone.
I couldn’t promise outcomes, but I could promise support – and that made a difference. She later gave feedback that made me think, We are doing some good here, even when the messages we give aren’t always what people want to hear. She left the call feeling informed, encouraged and supported in that moment – and that’s what matters.
Why should people call the helpline
The Helpline is often the first port of call for people struggling with gambling harm. Just being able to pick up the phone and speak to a friendly non-judgemental, empathic, accepting human being on the end of that line who will listen can make a huge difference. Some people just need to offload – they might not want further support but having that space to talk can be enough in the moment.
For those in crisis, having help available right there and then is vital. Gambling harm doesn’t keep office hours, so knowing the Helpline is there 24/7, always answered by someone ready to listen, is incredibly important. That accessibility can be a lifeline.
We’re here to support you. Our Helpline is available 24/7 and there are many ways to get in touch if you’re not comfortable calling us. Make the step that feels right for you and we’ll be on the other end of the line ready to help.
The post Why 24/7 gambling support is a lifeline appeared first on GamCare.
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