stated that the perceived stigma surrounding talks about gambling-related harms was a key barrier to the success of the gambling support service in England and Wales.
The charity released an independent process and impact assessment report, supplemented by KantarPublic, for the service that was provided by local Citizen Advice Offices
in 12 regions in both countries from October 2018 to March 2018.
It found that one of the main moderators was Citizens Advice's expertise in providing support to clients on sensitive issues as well as their respected role in the community.
The evaluators found that this means frontline workers are well equipped to effectively detect and support customers at risk and experiencing harm related to gambling.
About 30,000 people have been tested for gambling-related harms, however, one of the main barriers identified has been consistency in control practices with local authorities.
The evaluators found that the lack of flexibility in the screening questions, the perceived stigma and the limited capacity of the frontline staff in some local offices meant inconsistency in the frequency and format in which the questions were asked.
In addition, it has also discovered that active involvement and strategic commitment to the program by Citizens Advice CEOs and senior managers can help encourage routine screening and facilitate program success.
Helen Owen, Director of Assessment and Monitoring at GambleAware