Mary, one of our gambling support workers in the South East team, shared her insights into the work she does, the challenges she faces and what it takes to support communities effectively.

Can you describe your role day by day or week by week?

Day to day, week to week and even month to month can be very different. It’s a mix of 1-1 support and outreach. I use motivational interviewing as well as CBT techniques to help clients set and achieve recovery goals. Some days I am at home, other times I am in the community at events or working on professional partnerships, particularly in the probation space. He is flexible but always customer focused.

Is there a particular skill that is crucial to this role but isn’t always obvious?

I think listening without judgment is key. It’s easy to assume that, as a professional, you need all the answers. But real change starts with creating a safe space where customers feel heard and understood. Trust is the foundation.

There is still so much shame and stigma surrounding gambling. In my experience, male gamblers often want to understand the “why.” They may gamble because it seems emotionally predictable: win or lose, they know what to expect. Everything else may seem inconvenient. Vulnerability is often seen as weakness, which is deeply unfortunate.

It is rare for someone to gamble just to make money. More often it’s about avoiding fears and feelings. Gambling becomes a tool to avoid and suppress emotions. And it’s heartbreaking that expressing emotions is still seen as a weakness.

How do you personally know if you have made a difference in someone’s journey?

For me, it’s when a client begins to believe in their ability to change, taking responsibility for their recovery in small ways, like setting boundaries or opening up about obstacles. These results build confidence and resilience, even if they don’t notice them until I point them out.

A great moment is when they begin to repair relationships, rebuilding trust with a partner or loved one. It’s huge.

There are so many small signs that it is difficult to list them all. But the biggest is when they become proud of themselves. I can hear it in their voice, even if they feel a little embarrassed. It’s really nice when they talk about their successes.

Were there moments that reminded you why this work is so important?

Everyday. I’m very customer focused and I really care about how customers receive me as a person, as a support professional, but I genuinely care about their journey and how they feel they’re doing.

I always do my best to empower people so that when they come to talk to me, they are often really excited to tell me their news.

And that news could be something like they’ve been gambling-free for a month, or even a week, which is really great for people who have been gambling every day for the last three or four years. Or they repaired a relationship that had been damaged – that’s a big deal too. It’s not just about stopping gambling; it’s about rebuilding lives.

What do you like to do outside of work?

To help me relax, I like to watch TV and walk my dogs. I am a huge TV show fanatic and love watching new shows that come out on television. I have subscriptions to almost every service because I don’t like to miss any.

I also really like women’s football, I have a season ticket for Chelsea Women, so it really helps fill the winter because there’s usually a match at the weekend.

We are here to support you. Our Helpline is available 24/7 and there are many ways to contact us if you don’t feel comfortable calling us. Take the step that feels right and we will be on the other end of the line ready to help you.