Playbook Academy
Role-based training programs that equip every team member with the knowledge to deliver the Playbook brand confidently.
Start with Foundation
All Employees program first
Pick Your Track
Role-specific program
Earn Certificate
Pass all modules at 80%+
Programs
All Employees
Every team member completes this foundation. Covers the Playbook brand, the Knowledge Gap, and the two-tier communication system.
Brand Foundations
For responsible gambling leads. Deep dive into the brand system, visual identity, and voice framework.
Frontline Casino
For casino floor, cage, and host staff. Face-to-face player tools, stigma-free language, and in-person conversation skills.
Frontline Mobile/Online
For chat, phone, and email CS agents. In-app player tools, stigma-free chat language, and screen-by-screen walkthrough skills.
Frontline Lottery Retail
For lottery retail clerks. Short tool list, state-program referrals, 30-second counter conversation patterns.
Tier 2 Support
For support specialists. Escalation signals, de-escalation techniques, warm handoffs, and referral pathways.
Compliance
For compliance officers and legal staff. Playbook's jurisdiction module system, obligation types, and ongoing governance.
Marketing Communications
For marketing and creative teams. Brand system deep-dive, content creation workshop, and campaign planning.
Executive Briefing
For senior leadership. Why Playbook exists, brand architecture overview, and metrics and governance.
No programs are currently enabled for your tenant. Contact your academy administrator.
Program Progression
All tracks begin with the Foundation program. After completing it, continue to the track that matches your role.
Foundation
All Employees
RG Lead
Brand Foundations
Customer-Facing
Frontline
Specialist
Tier 2 Support
Legal/Regulatory
Compliance
Marketing/Creative
Marketing Communications
Leadership
Executive Briefing
No prerequisite required