Meet our Duty of Care communicator Ulrika Nilsson

Hi Ulrika! Who are you and what is your role here at Sustainable Interaction?

I am almost an institution in the company, as we say in Sweden. I have worked with the negative consequences of gambling addiction and responsible gambling since 1999. I was part of the effort to initiate the national support line for gamblers and their relatives in Sweden, called 'Stödlinjen för spelare och anhöriga', and of course, one of the first to answer the calls. My current role involves making 'Duty of Care calls' to selected high-risk players for various gambling companies.

What does a typical work day look like for you?

A typical day involves preparing myself well before making calls to players. After I’ve made the calls, I make sure to take care of myself somehow. Sometimes, I take a walk or simply sit still, listening to the sounds from the woods or watching my hens running around. Other times, I just hug my dog.

If you were to give 3 tips for a successful Duty of Care call, what would they be?

• Prepare well

• Listen carefully, be empathetic and clear in the conversation

• Make sure you have a good understanding of the gambling operator’s tools and processes