The VRGF funds therapeutic and financial counselling services for people experiencing harm from gambling. The VRGF engaged IBSA to implement a case management system, utilising our BEACON platform, for its Gambler’s Help services.

 

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We adopted a centralised system to manage referrals to the counselling services from multiple sources, including a dedicated helpline that operates 24/7.

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The client registration process quickly searches for local service providers based on a client’s geographic location.

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The system notifies a local service provider when it receives a new referral, ensuring a counsellor is assigned to the client and an appointment made in a timely manner.

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The system is flexible and able to accommodate each local service provider’s internal registration process without compromising data quality or creating extra administration.

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Counsellors record all client activities and case notes against the appropriate program.

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Service providers track progress against their KPIs, enabling the VRGF to monitor performance against contractual obligations and provide regular reports to government.

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