10
August 1, 1997
SMOKE SIGNALS
New Employee Orientation benefits Casino staff
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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
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Kevin Stephens
Morry Jimenez
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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.