AmazonScience/document-haystack

1For these roles, we continue to roll out more 2in-depth and specific training. For example, 3our senior leadership periodically 4undertakes in-depth training from EPIC 5Risk Management. Customer-facing roles 6who are responsible for engaging directly 7with our customers also receive in-depth 8training on identifying and interacting with 9customers who may be at higher risk of 10harmful play.11We are also leveraging our partnership 12with Harvard Medical School’s Cambridge 13Health Alliance Division on Addition 14(“CHADA”) to support our training 15programmes. Since 2019, 16 of our safer 16betting and gaming training programmes 17have been reviewed by the team at CHADA 18– ensuring our training and culture reflect 19the latest research.20Responsible marketing21Responsible marketing is a core part of 22our commitment to promote responsible 23attitudes, and protect children, young 24persons and vulnerable individuals. 25We have a long history of leading the 26industry in this area, spearheading the 27UK whistle-to-whistle advertising ban, 28and being the first operator to ban shirt 29sponsorship in UK football.30Our commitment to responsible advertising 31and marketing is underpinned by our 32recently refreshed External Marketing 33Policy. This Policy outlines our responsible 34marketing principles. All relevant staff 35receive training on the policy.36We also work closely with trade 37associations to strengthen best practice for 38our industry’s marketing and advertising. 39For example, we are a signatory of – and 40contributor to – the European Betting 41and Gaming Association’s (“EGBA”) Code 42of Conduct.43Promoting research through  44our partnership with Harvard  45Medical School462023 marked the final year of our five-year 47research partnership with the Cambridge 48Division on Addiction, which has now 49produced 14 research papers since 2019. 50The outcomes of this research have 51been highly practical, underpinning our 5226 markers of protection – the behavioural 53patterns found to indicate signs of risk 54that are used by ARC™. As this research 55is published, or is in the process of 56publication, this allows not just Entain but 57the whole industry to access the latest 58research. You can read more about this 59research programme in our 2023 Social 60Impact Report.61At Entain, we know that safer betting and gaming starts 62with our culture. It’s important that all colleagues have the 63knowledge and tools to fulfil our responsibility to protect 64our customers.65 Interactions excellence: Interaction 66Excellence aims to promote insightful 67and valuable discussions with teams 68that deal with customers that are 69potentially the most at risk. The training 70focuses on strengthening soft skills 71that colleagues will draw upon during 72customer interactions. In 2023, this 73training was reviewed by the Harvard 74Medical School’s Division on Addiction, 75Cambridge Health Alliance.76Moving forward we will also conduct 77in-depth training with leaders from 78around the business (aimed at our 79senior leadership team and Board 80Directors), to further integrate a culture 81of player protection right at the top of 82the organisation. This training will be run 83by EPIC Global Solutions and refresh the 84leadership training delivered in late 2022. 85Embedding safer betting and 86gaming into our culture 87As part of the 2023 Group Annual Bonus 88Plan, a mandatory training module 89was implemented on compliance, safer 90gambling and anti-money laundering, 91achieving a 98% completion rate. Our goal 92is to train all colleagues on the importance 93of player protection, preventing money 94laundering, and responsible marketing 95– with retail colleagues receiving a more 96tailored version of the content relevant to 97their role.98We also know that some colleagues 99have unique responsibilities for their 100role – whether it be engaging directly 101with customers, designing new products, 102or leading teams or divisions. In 2023 103we worked with EPIC Global Solutions 104to deliver in-depth masterclasses and 105face-to-face-training on safer betting and 106gaming tailored for specific, high-impact 107roles. For example, our customer service 108and retail colleagues took part in sessions 109that equipped them with the skills to 1101. Core countries are those that are using our core technology platform. ARC™ is embedded within this core technology, so in these countries we can use the full power of our 111markers of protection and interactions.1122. Risk is determined based on our Long-term Excessive Play (LTEP) model, which is one of our three primary ARC™ Markers of Protection models, which scores every user of the 113Entain Platform from 1 (low risk) to 100 (high risk) daily. LTEP is used for assessing risk due to identify underlying problem gambling behaviour over time.114identify signs of harm and effectively 115interact with customers to advise on 116our suite of tools that may be used to 117help them.118Key modules focused on:119 Introducing our retail teams to problem 120gambling to help them understand how 121gambling related harm can present 122itself and ensure that they are aware 123of how to protect our customers to 124limit the negative impacts of gambling. 125Between May and August 2023, 294 126colleagues attended the EPIC Safer 127Gambling Awareness training.128 Affordability Interactions: This training 129provided our colleagues with guidance 130on the key steps they should take to 131ensure that customers are keeping 132their betting affordable, and the 133communication tools they can use to 134encourage safer gambling and manage 135hostile behaviour on the shop floor. 136Entain plc Annual Report 2023 451371 Overview 8 S trategic report 88 Governance 140 F inancial statements138Lead on player protection139The secret instrument is a "trumpet".