Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITHFAB201 Mapping and Delivery Guide
Provide responsible service of alcohol

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITHFAB201 - Provide responsible service of alcohol
Description This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Responsible practices must be undertaken wherever alcohol is served or sold, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is served or sold, including all types of hospitality venues, retail liquor outlets and wineries, breweries and distilleries.This unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; retail liquor sales persons; winery, brewery and distillery cellar door staff and supplier sales representatives. It also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for RSA management.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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.
  • Provide accurate information to customers on alcoholic beverages according to organisation or house policy and government legislation, including types, strengths, standard drinks and the alcoholic percentages of a range of frequently sold alcoholic beverages.
  • Assist customers with information on the range of non alcoholic beverages available for purchase.
  • Identify issues related to the sale and service of alcohol to different types of customers, especially those at risk, and incorporate them into sales or service.
       
Element: Assist customers to drink within appropriate limits.
  • Prepare and serve standard drinks or samples according to industry requirements.
  • Encourage customers courteously and diplomatically 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 ill effects of illicit or other drug usage.
  • Where appropriate, offer food and non alcoholic beverages.
  • Politely decline requests for alcohol to be dispensed in a manner that is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers of the reasons for the refusal.
       
Element: Assess alcohol affected customers and identify customers to whom sale or service must be refused.
  • Assess intoxication levels of customers using a number of methods, including observing changes in behaviour, observing emotional and physical state, and monitoring noise levels and drink purchases.
  • 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, including minors, those purchasing on behalf of minors, intoxicated persons, and persons affected by the consumption of illicit and other drugs.
  • Where appropriate, request and obtain acceptable proof of age prior to sale or service.
       
Element: Refuse to provide alcohol.
  • Refuse service in a polite manner and state reasons for the refusal.
  • Speak to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and 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 organisation 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 individual 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.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

responsibly sell or serve alcohol on multiple occasions to customers

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

follow organisational policies and procedures for the responsible service of alcohol

demonstrate knowledge of:

reasons for and benefits of responsible service of alcohol

principles of responsible service of alcohol and harm minimisation

the key provisions of liquor laws and regulations at a depth relevant to the scope of job responsibility within licensed premises

the ramifications of noncompliance with the law and industry codes for the organisation, licensee and individual staff members.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated workplace

a range of industry equipment to demonstrate standard drink measures or samples

relevant and current publications, signage, information and plain English fact sheets distributed by government regulators and industry bodies.

Method of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to sell or serve alcohol responsibly.

The following examples are appropriate for this unit:

role-plays or case studies simulating customers, intoxicated patrons and alcohol that allow assessment of the individual’s ability to:

interact with customers and explain organisational legal requirements to sell or serve alcohol responsibly

explain in-house policies for the service of alcohol

refuse service to people to whom alcohol cannot be served

speak to intoxicated customers to minimise confrontation

case studies and problemsolving activities to assess the individual’s ability to respond to:

situations where customers are engaging in erratic drinking patterns

signage deficiencies

situations that pose a safety threat

written or oral questioning to assess knowledge of legislation and all other knowledge components of this unit

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHFAB202 Operate a bar

SITHFAB302 Conduct a product tasting for alcoholic beverages

SITHFAB303 Prepare and serve cocktails

SITHFAB304 Provide advice on beers, spirits and liqueurs

SITHFAB305 Provide advice on Australian wines

SITHFAB306 Provide advice on imported wines

SITHFAB307 Provide table service of food and beverage.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication to:

provide complex information on responsible service of alcohol laws in a way that is readily understood by customers

speak firmly and clearly with intoxicated customers

deal with customers sensitively, courteously and discreetly using non-confrontational language

critical thinking skills to assess intoxication levels of customers

initiative and enterprise skills to offer food and nonalcoholic beverages to assist customers

learning skills to continuously update knowledge of changing responsible service of alcohol laws and regulations

literacy skills to:

read and interpret documents such as identification (ID) cards, proof of age cards, driver’s licences, statutory signage, warning signs and wording within advertising or promotional material, inhouse policies and procedures and any general plain English regulatory and advisory information issued by local, or state and territory liquor licensing authorities

numeracy skills to measure and calculate standard drinks or samples and calculate blood alcohol levels to determine alcohol consumption

problem-solving skills to:

identify customers to whom sale or service must be refused

identify intoxicated persons and refuse service

identify situations that pose a safety threat and seek assistance from appropriate colleagues

teamwork skills to share customer information with team members to ensure proper responsible service of alcohol practices within the organisation.

Required knowledge

public interest reasons for implementation of responsible service of alcohol practices, including:

government and community concern with alcohol misuse and abuse

crime, violence and antisocial behaviour associated with alcohol abuse

impact of excessive drinking on:

local neighbourhood and community

premises and staff

customers

particular types of customers who may be at heightened risk such as young people, pregnant women and minors

government agencies such as the local police, health facilities and road authority

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

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, including:

gender

weight

general health

rate of consumption

food intake

other substances taken

time for effects of alcohol to be registered

standard drinks and acceptable measures of alcohol

indicators of intoxication, including ways of assessing intoxication of customers

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

principles of harm minimisation and strategies to minimise the harm associated with liquor abuse:

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

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

the key provisions of liquor laws and regulations at a depth relevant to the scope of job responsibility within licensed premises, including the following list that expresses general statements about 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, including 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 any warning signs and wording within advertising or promotional material of any form, such as print advertising or internet sales

requirements for the remote sale and delivery of alcohol sales generated via the telephone, fax, email 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

barring procedures

opening and closing hour provisions

requirements for monitoring noise and disturbances in and around licensed premises

requirements laid down in codes of practice or conduct developed by government agencies or industry groups

requirements described by an inhouse policy, standard or code of practice or conduct

training and record keeping requirements

banned or undesirable products

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

offences and penalties relating to offences

legal restrictions on alcohol use customised to state or territory legislation, including intoxication provisions of liquor licensing laws

legal drink and drive limits.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Accurate information may be provided to customers:

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

by use of mandatory signage

verbally.

Issues may include:

demeanour and mood

familiarity with specific customers

perceived effects of illicit and other drug usage

perceived health status

physical stature

social context.

Those at risk may include:

Aboriginal and Torres Strait Islanders

minors

people affected by the consumption of illicit and other drugs

people from nonEnglish speaking backgrounds

women

young customers.

Standard drinksshould be measured using:

appropriate nip measures

appropriately sized sample glasses

electronic dispensing and measuring devices.

Samples may include tastings of any item for sale in a:

brewery

distillery

hospitality venue

retail liquor outlet

winery.

Erratic drinking patterns may include:

mixing a wide range of drink types

drinking quickly and asking for more immediately

ordering more than one drink for selfconsumption

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.

Requests for drinks to be dispensed in a manner that is irresponsible,or which encourages the rapid or excessive consumption of liquor include:

jugs of spirits and mixers

large samples

laybacks

multiple samples for selfconsumption

rocket fuel

shooters

test tubes

yard glasses.

Changes in behaviour may involve the customer becoming:

aggressive

disorderly

quarrelsome

violent.

Factors include:

food intake

gender

general health

other substances taken, especially illicit and other drugs

rate of consumption

weight.

Proof of age includes:

current drivers licence

passport

photo card

proof of age card.

Intoxicated denotes:

drunk

those to whom service may be refused due to excessive consumption of alcohol

‘unduly intoxicated’ may also be used in some state or territory legislation.

Signage may include:

signs produced inhouse that comply with wording required by legislation

standard promotional signs issued by the relevant state or territory licensing authority

warning notices within any form of advertising.

Appropriate assistance may include:

assisting the customer to connect with their designated driver

offering alternatives to alcohol, including food

offering to sell or serve nonalcoholic drinks

organising transport for customers wishing to leave

providing information on taxis.

Communication and conflict resolution skills may include:

using open and non-aggressive body language

using a number of strategies to diffuse a situation, such as taking the person away from an audience or 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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Sell or serve alcohol according to provisions of relevant state or territory legislation, licensing requirements and responsible service of alcohol principles. 
Provide accurate information to customers on alcoholic beverages according to organisation or house policy and government legislation, including types, strengths, standard drinks and the alcoholic percentages of a range of frequently sold alcoholic beverages. 
Assist customers with information on the range of non alcoholic beverages available for purchase. 
Identify issues related to the sale and service of alcohol to different types of customers, especially those at risk, and incorporate them into sales or service. 
Prepare and serve standard drinks or samples according to industry requirements. 
Encourage customers courteously and diplomatically 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 ill effects of illicit or other drug usage. 
Where appropriate, offer food and non alcoholic beverages. 
Politely decline requests for alcohol to be dispensed in a manner that is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers of the reasons for the refusal. 
Assess intoxication levels of customers using a number of methods, including observing changes in behaviour, observing emotional and physical state, and monitoring noise levels and drink purchases. 
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, including minors, those purchasing on behalf of minors, intoxicated persons, and persons affected by the consumption of illicit and other drugs. 
Where appropriate, request and obtain acceptable proof of age prior to sale or service. 
Refuse service in a polite manner and state reasons for the refusal. 
Speak to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and 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 organisation 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 individual 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. 

Forms

Assessment Cover Sheet

SITHFAB201 - Provide responsible service of alcohol
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITHFAB201 - Provide responsible service of alcohol

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: