Image provided by: University of Oregon Libraries; Eugene, OR
About Smoke signals. (Grand Ronde, Or.) 19??-current | View Entire Issue (Aug. 1, 1997)
10 August 1, 1997 SMOKE SIGNALS New Employee Orientation benefits Casino staff k3 By Tracy Dugan pirit Mountain Gaming, Inc. is unlike any organi zation most of us will ever be fortunate enough to i work for. When employees, both tribal and non tribal, are asked what the benefits are from work ing in the Casino, most undoubtedly mention the way they are treated by their employer. No matter what the position, all Spirit Mountain Casino employees are valued, and awarded certain benefits and incentives for their hard work. Part of valuing employees means orientating them into their work environment through a three-day new hire train ing meant to help give new employees an understanding of tribal history, the vision and work philosophy of the Ca sino, and benefits and employee incentive programs they can be part of. In 1995, the Casino management put together a Perfor mance Enhancement Group which consists of three Spirit Mountain training professionals whose sole purpose is to improve the performance, customer service, and enhance the job skills of Casino employees as well as provide moti vational opportunities to insure employee success. Michelle Larsen, the Training Supervisor, is responsible for implementing the New Hire Orientation as well as work ing with existing Casino employees. During the orienta tion, new employees meet with Casino representatives throughout each day, and participate is special awareness seminars on diversity, harassment, and problem gambling. Orientation begins with a brief history of the Grand Ronde Tribe, given by the Tribal Council Chair, Kathryn Harri son. Many of the new employees may not be aware that . ; pi - y Z-T7 ;.: fS f - I Hi !--f-.. ,, I Kevin Stephens Morry Jimenez yx:iwu s Michelle Larsen, Tammy Gould, and Cheryl Clark-Hill. the Casino is tribally owned and operated, and has a long history of trials and tribulations. New Employee Orienta tion is held twice a month at the SMC Human Resource Offices. Michelle Larsen said that it's important for new employ ees to know what the Casino means for the Grand Ronde Tribes self-sufficiency, and what the goals of the Grand Ronde Tribe are. "When Kathryn Harrison speaks at the first day, she is helping employees understand that the Casino is more than a business. It has a larger purpose," Michelle said. "We also want to create a positive atmosphere with em ployees. Our orientation focuses strongly on customer ser vices and making sure our guests receive a positive first impression of Spirit Mountain Casino." Michelle said since the Casino implemented its three day orientation, the employee turnover rate has decreased. She feels that employees appreciate the Casino's values of entertainment, fun, customer service, growth and teamwork. In addition to Michelle, other members of the Performance Enhancement Group are Cheryl Clark-Hill and Tammy Gould. Of course, customer service is a large part of the train ing, but SMC wants its employees to be aware of other important issues that could at some point be valuable knowl edge in their careers. Morry Jimenez, a member of the Klamath Tribe, has been teaching Diversity Awareness for many years, and gives a presentation at the New Hire Ori entation. Conflicts can occur even in groups in which all of the members share a similar back ground. When new and different mem bers are added to a group, increased conflict can be experienced along with the varied ideas and perception. "Diversity Awareness has to do with customer service," said Morry. "When customers walk through the Casino door, there exists a commonality of ex pectation. This expectation speaks to consistency, fairness, equity, and guest service. I help employees understand their role as a customer service pro vider." Harassment Awareness Train ing is also part of orientation. The term harassment refers to actions that are un wanted and subject the worker to adverse em ployment conditions. This training helps em ployees understand that they too may be held li able for harassing or abu sive conduct against any employee. What supervi sors need to understand is that they can be held per sonally liable for failing to respond to reports of ha rassment, abusive con duct, defamatory state ments or actions, and threats of violence. By making this training awareness possible -at New Hire Orientation, the Casino can give partici-; pants general guidance on how to avoid commonly made mistakes regarding all forms of harassment. Perhaps one of the most important speakers is Kevin Stephens, an addictions counselor from McMinnville, who provides counseling treatment to problem gamblers. All new hires at orientation will receive a 30 minute presenta tion identifying the basics and supporting role of Spirit Mountain Casino's Problem Gambling policy. The train ing is an overview of recognizing warning signs and symp toms of problem andor pathological gambling problems. New employees are given this training not as a tool for in tervention, but to make them aware of the signs that some one might have a problem. "With so many employees, some of them are going to personally know people with a problem," said Kevin. And SMC wants new employees to understand that the organi zation assists people who are struggling with a gambling addiction. "This three-day orientation is something we had to get approval of the managers to do," said Cheryl Clark-Hill. "But everyone involved feels and sees how valuable it is." The fact is, there aren't a whole lot of companies that take this kind of approach to customer service with their employees. Perhaps that's why Spirit Mountain Casino con tinues to enjoy a reputation of excellence. Problem Gambling Awareness Definition: Problem gambling is a chronic and progressive illnessdisorder that is characterized by continuous or periodic loss of control over gambling; a preoccupation with gambling and obtaining money with which to gamble; Contin ued gambling despite adverse consequences and distortion in thinking, most notably denial, su perstition and magical thinking. 1. Denial (actually a belief) We don't have a problem or we don't have as big a problem as the other guy -1 still have a job, my family, etc. This belief will help to keep us gambling. 2. Superstitions Certain number schemes will win, luck charms. 3. Many gamblers believe that money, or the lack of it, is both the cause and the solution to all problems. Myths Related to Gambling Myth: Problem gambling is just a bad habit. Fact: Compulsive gambling is an addiction. A person with a gambling problem has lost con trol of his or her life. Myth: Some types of gambling are harmless. Fact: Gambling is gambling. Playing bingo or buying scratch tickets can lead to problems just as easily. Myth: If a person has a gambling problem it is obvious to everyone. Fact: Gambling addiction has been called the invisible disease. Until the gambler's life starts to fall apart it is often impossible to detect a gambling problem.
