Dispute Over 1-800-GAMBLER Hotline Deepens

The long-running 1-800-GAMBLER hotline, which has become a critical resource for people struggling with problem gambling, is at the center of a dispute over who should operate it and how much data call centers should be collecting from people who reach out for help.

The Data Collection Survey Issue

The number has belonged to the Council on Compulsive Gambling of New Jersey (CCGNJ) for decades. However, in 2022, the National Council on Problem Gambling (NCPG) began leasing it for $150,000 per year, partly backed by an NFL grant that has since totaled $12.6 million. 

Under NCPG’s management, calls were routed across the country to connect people with local resources.

That’s when tensions began. Several state organizations, including those in New Jersey, Florida, and New Mexico, objected to the NCPG’s push to include data collection surveys before offering help. 

While the NCPG says this information helps guide national prevention efforts, some local centers argue it’s inappropriate in the middle of what can be a life-or-death conversation.

“Anyone that’s a compulsive gambler or a problem gambler, they’re six times more likely to commit suicide or at least attempt it during their lifetime,” said Kandace Blanchard, clinical director of the New Mexico Council on Problem Gambling. “So we don’t want to give them this long survey.”

The Language Barrier

Blanchard said her team prefers to focus entirely on helping the caller in the moment. When New Mexico refused to follow the data model, the NCPG started routing calls for that region to Louisiana, an issue Blanchard said created language and cultural barriers for many callers, including Navajo speakers.

Advocates in other states share those concerns. “If they were sharing identifiable information, I don’t think people would share with us as much as they do,” said Candice Cookson, who works on Ohio’s helpline.

The legal side of the dispute came to a head in September, when the New Jersey Supreme Court ruled that control of 1-800-GAMBLER should revert to the CCGNJ. Since then, Blanchard said, New Mexico’s calls have been routed back to them.

The NCPG states that its approach was misunderstood, with director of programs Jaime Costello explaining that staff members “are trained to prioritize the needs of the caller above all else”. 

Costello also added that data collection is only initiated after all safety concerns have been properly addressed and the data has been stripped of any identifying details.