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Elements and Performance Criteria

1. Sell or serve alcohol responsibly.
   • Sell or serve alcohol according to provisions of relevant state or territory legislation, licensing requirements and responsible service of alcohol principles.
   • Where appropriate, request and obtain acceptable proof of age prior to sale or service.
   • Provide accurate information to customers on alcoholic beverages according to organisation or house policy and government legislation.
   • Assist customers with information on the range of non-alcoholic beverages available for purchase.
   • Identify issues related to the sale or service of alcohol to different types of customers, especially those at risk, and incorporate them into sales or service.
2. Assist customers to drink within appropriate limits.
   • Prepare and serve standard drinks or samples according to industry requirements and professional standards.
   • Use a professional manner to encourage customers to drink within appropriate limits.
   • Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action.
   • Monitor emotional and physical state of customers for signs of intoxication and effects of illicit or other drug use.
   • Where appropriate, offer food and non-alcoholic beverages.
   • Decline requests for alcohol to be dispensed in a manner that is irresponsible and advise customers of the reasons for the refusal.
3. Assess alcohol affected customers and identify those to whom sale or service must be refused.
   • Assess intoxication levels of customers using appropriate methods.
   • When assessing intoxication, take into account factors that may affect individual responses to alcohol.
   • Identify customers to whom sale or service must be refused according to state and territory legislation.
4. Refuse to provide alcohol.
   • Refuse sale or service in a professional manner, state reasons for the refusal, and where appropriate point out signage.
   • Provide appropriate assistance to customers when refusing service.
   • Where appropriate, give customers a verbal warning and ask them to leave the premises according to organisational or house requirements, the specific situation, and provisions of state or territory legislation and regulations.
   • Use appropriate communication and conflict resolution skills to handle difficult situations.
   • Refer difficult situations beyond the scope of own responsibility to the appropriate person.
   • Promptly identify situations that pose a threat to the safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to organisational policy.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

interpret the legal requirements for responsible sale or service of alcohol for the local state or territory law

document organisational policies and procedures that must be followed for the responsible sale or service of alcohol

identify at least three early indicators of intoxication and identify suitable intervention strategies to prevent intoxication

demonstrate procedure to refuse sale or service of alcohol and assist each of the following groups of intoxicated customers:

those in emotional or physical distress

those with no food consumption during extended service of alcohol

those who appear to be under the effect of illicit substances or other drugs

demonstrate organisational or house requirements and use effective communication and conflict-resolution skills when asking the following different intoxicated customers to leave the premises:

one compliant customer

one difficult customer refusing to leave.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

public interest reasons for implementing responsible service of alcohol (RSA) practices:

government and community concern with alcohol misuse and abuse

alcohol-impaired driving accidents, crime, public violence, family violence and anti social behaviour associated with alcohol abuse

ways of assessing intoxication:

observing changes in behaviour

observing emotional and physical state

monitoring noise levels and drink purchases

customers to whom sale or service must be refused according to state and territory legislation:

minors and those purchasing on behalf of minors

intoxicated persons

persons affected by the consumption of illicit and other drugs

impact of excessive drinking on:

local neighbourhood and community

the night-time economy

premises and staff

customers

particular types of customers who are at heightened risk:

Aboriginal and Torres Strait Islanders

minors

people affected by the consumption of illicit and other drugs

women, particularly pregnant women

young people

physical and mental health of individuals who drink to excess

productivity of individuals who drink to excess

those around the person drinking to excess:

family

friends

colleagues

government agencies:

local police

health facilities

road authorities

local councils

key agencies and how to source relevant information on laws, regulations and codes of practice or conduct

methods of supplying information on responsible sale or service of alcohol to customers:

use of fact sheets and advertising material that comply with legislative requirements

use of mandatory signage

verbally

websites

current promotional and strategic community education campaigns developed and conducted by agencies and industry groups

effects of alcohol on:

emotional state

health

physical alertness

factors that affect individual responses to alcohol:

food consumption

gender

general health

rate of consumption

other substances taken

weight

time for effects of alcohol to be registered

what constitutes a standard drink for different beverage types and acceptable measures of alcohol:

types and strengths of standard drinks

alcoholic percentages of a range of frequently sold alcoholic beverages

indicators of erratic drinking patterns:

mixing a wide range of drink types

drinking quickly and asking for more immediately

ordering more than one drink for own consumption

mixing alcohol consumption with consumption of prescription or illicit drugs

consistently returning to the tasting site to request more samples

ordering multiple samples

ordering large samples

ordering ‘triple shots’ or extra-large drinks

ways of assessing customers affected by the consumption of illicit and other drugs

communications methods used when refusing service:

using open and non-aggressive body language

using a number of strategies to defuse a situation:

taking the person away from an audience

blaming the refusal on ‘the law’

monitoring the reactions of other customers

picking early warning signs and intervening before the person is intoxicated

not using physical touch or body language

remaining calm and using tactful language

appropriate means of assistance to be offered when refusing service:

assisting the customer to connect with their designated driver

offering alternatives to alcohol:

food

non-alcoholic drinks

organising transport for customers wishing to leave

providing information on taxis

principles of responsible delivery of packaged liquor:

ensuring adequate instruction to person delivering liquor

seeking proof that the delivery is being received by a person over the age of 18

procedures for delivering alcohol to an unoccupied premises

principles of responsible service of alcohol, and their purpose and benefits

principles of harm minimisation and community safety described in the jurisdiction’s liquor legislation

strategies to minimise the harm associated with liquor abuse:

those laid down in legislation and codes of conduct developed by government agencies and industry groups

organisational policies that are designed to reduce the harm associated with liquor abuse

key provisions of liquor laws and regulations at a depth relevant to the scope of job responsibility in licensed premises and the following general requirements of liquor legislation and information that must be customised for each State or Territory:

legislative definition of intoxication; intoxicated person and unduly intoxicated

role of individual staff members and supervisors or managers in providing responsible service of alcohol, and seller or server duty of care and liability

requirement to adopt and use statutory signage on the premises for the entire range of circumstances applicable to the organisation

requirements for mandatory content of warning signs and wording in advertising or promotional material of any form

requirements relating to the remote sale and delivery of alcohol sales generated via the telephone, fax, email, internet or mail

requirements for proof of age and obligations to minors under local legislation

provisions for retaining and reporting falsified proof of age documents

provisions for requiring someone to leave the premises

transportation options for customers who have been removed from the premises

procedures for barring customers from premises

opening and closing hour provisions

requirements for monitoring noise and disturbances in and around licensed premises

requirements described by an in house policy, standard or code of practice or conduct for patrons and RSA staff in regard to responsible serving principles adopted by venue management

organisational training and training record keeping requirements to maintain currency in RSA certification

products that are banned or undesirable when responsibly selling or serving alcohol

personal and business implications of breaching any laws, regulations, government or industry-driven codes of practice or conduct

offences relating to the sale or service of alcohol and ramifications of non-compliance with the law and industry codes for the organisation, licensee and individual staff members

legal restrictions on alcohol use customised to state or territory legislation

intoxication provisions of liquor licensing laws

legal drink and drive limits customised to state or territory legislation

organisation specific policies and procedures for the responsible sale or service of alcohol.

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