Helpline Modernization Project

In 2021, calls to the National Problem Gambling Helpline increased by 43%, texts increased by 59.8% and chat increased by 84.1%. With the addition of sports gambling in many states still to come, we expect these numbers to continue to increase.

As part of the grant received from the NFL Foundation, NCPG is working to update the network National Problem Gambling Helpline. This project will enable NCPG to increase awareness of and improve access to high-quality services received by individuals, families and communities impacted by problem gambling.

project goals

The modernization project will work to improve support for call centers, training for staff and data collection. The primary goals of the project are two-fold:

Improve access to high-quality services for individuals and families struggling.
Ensure the National Network is held to a high standard of care.

Helpline modernization Forums

As the National Problem Gambling Helpline Modernization rolls out, input from all stakeholders is of the utmost importance. To ensure everyone has access to give feedback and ask questions, NCPG is hosting monthly virtual forums.

During each forum, NCPG Staff will give an update on the status of the National Problem Gambling Helpline Modernization Project activities and will then open the floor to any questions, comments, concerns, and feedback from attendees.

September Helpline Modernization Forum

September 7, 2023

1:00 pm ET – 2:00 pm ET

Helpline Modernization Resources

Frequently Asked Questions

As changes and improvements are made to the helpline network questions about operations, timelines, standards, etc. may arise. Here you’ll find answers to some of the most frequently asked questions.

National Problem Gambling Helpline Network Principles

PURPOSE

To provide a single point of access to problem gambling help for callers anywhere in the US 24/7/365 via call, text or chat.

VISION

To create a caller-centric system that facilitates access to help and allows streamlined marketing across all materials, regardless of the organization or location.

MISSION

To tie together state and regional call centers to ensure every jurisdiction is covered and that every caller always has free access to help.

1-800-gambler promotional toolkit

NCPG now oversees the routing, billing and operations of 1-800-GAMBLER in the 49 states (excl. NJ), all U.S. territories and the District of Columbia. Offering a single number to call from anywhere in the United States will make it easier for people who need help to get that help.

To help facilitate easy adoption and promotion of this new National Problem Gambling Helpline number (1-800-GAMBLER) the Promotional Toolkit provides graphics and materials to facilitate consistent messaging.

National Problem Gambling Helpline Analytics Dashboard

The National Problem Gambling Helpline Analytics Dashboard is designed to provide transparency and insight into the trends and patterns of incoming traffic to the National Problem Gambling Helpline. The dashboard includes interactive charts and graphs that allow users to filter the data by date, state or contact method.

Helpline Modernization Questions

Jaime D. Costello, Director of Programs

National Council on Problem Gambling

JaimeC@ncpgambling.org

202-470-1788

Programs & Resources