Overview
MGC did not adequately ensure that all GameSense agents underwent the mandatory training required to assist people affected by gambling addiction throughout the audit period. During our review, we examined communication records, including emails, that confirmed the training completion status for a total of 20 GameSense agents. However, we discovered that documentation was missing for 10 (50%) of these agents, indicating that they had not completed the training as required.
The absence of proper documentation raises concerns about these agents’ ability to effectively assist people affected by gambling addiction. Training is designed to equip GameSense agents with the essential knowledge and skills necessary for comprehensively understanding the complexities of gambling addiction. Without this foundational training, these agents may lack the critical insights needed to assist people affected by gambling addiction. This gap in training could ultimately hinder MGC’s efforts to educate and inform those at risk about the dangers associated with gambling, potentially exacerbating their vulnerabilities.
Authoritative Guidance
According to 205 CMR 133.02,
An application for placement on the voluntary self-exclusion list may only be accepted, and an intake performed, by an available designated agent. An individual may only become a designated agent by successfully completing a course of training approved and administered by the commission or its designee. The course of training shall include, at a minimum, instruction on completion of the application, instruction on maintaining confidentiality of personal protected information, information relative to problem gambling and resources, and an understanding of 205 CMR 133.00. A designated agent is any individual authorized by the commission for the purpose of administering the voluntary self-exclusion program including, but not limited to, a GameSense advisor; a health or mental health professional; or an employee of a gaming licensee, the commission, or other government entity. The commission may refuse to offer training to any individual whose service as a designated agent it determines would be contrary to the aims of 205 CMR 133.00.
Reasons for Issue
MGC officials stated that they do not retain certifications for GameSense agents. Although the course material has been provided to these agents, there is no formal exam associated with the training. Instead, the GameSense supervisor conducts an informal exam after the training is completed. MGC currently does not have policies and procedures, including a monitoring component, to ensure that all GameSense agents are certified before they assist people affected by gambling addiction.
Recommendation
MGC should develop and implement policies and procedures to ensure that GameSense agents are properly trained before assisting people affected by gambling addiction.
Auditee’s Response
The MGC, in conjunction with our vendor, the Massachusetts Council on Gaming and Health, take the VSE program and the services it provides for persons at-risk and experiencing gambling harms seriously. The Council has a robust training program for its GameSense employees including training on the VSE requirements. The MGC has shared that programming, the dates of the trainings during the audit period, and the attendee lists from those sessions with the Office of the State Auditor. The Council’s Executive Director attested in writing to the State Auditor’s Office that each employee received training prior to dealing with any VSE databases or enrollment. However, the MGC agrees with the Auditor’s finding that a document certifying completion of the training for VSE would be best practice.
As such, the MGC has since implemented a Certificate of Completion that the vendor must provide to both the agent and the MGC before the agent may enroll a patron in the VSE program. Moving forward, the MGC VSE Program Manager shall maintain a copy of each agent’s certification.
Auditor’s Reply
Based on its response, MGC is taking measures to address our concerns regarding this matter. As part of our post-audit review process, we will follow up on this matter in approximately six months.
| Date published: | August 28, 2025 |
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