Application
This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol.
Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries.
The 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; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management.
The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol.
Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff.
This unit covers the RSA skill and knowledge requirements common to all States and Territories. Some legislative requirements and knowledge will differ across borders. In some cases after completion of this unit, state and territory liquor authorities require candidates to complete a bridging course to address these specific differences.
Those developing training to support this unit must consult the relevant state or territory liquor licensing authority to determine any accreditation arrangements for courses, trainers and assessors.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Sell or serve alcohol responsibly. | 1.1.Sell or serve alcohol according to provisions of relevant state or territory legislation, licensing requirements and responsible service of alcohol principles. 1.2.Where appropriate, request and obtain acceptable proof of age prior to sale or service. 1.3.Provide accurate information to customers on alcoholic beverages according to organisation or house policy and government legislation. 1.4.Assist customers with information on the range of non-alcoholic beverages available for purchase. 1.5.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. | 2.1.Prepare and serve standard drinks or samples according to industry requirements and professional standards. 2.2.Use a professional manner to encourage customers to drink within appropriate limits. 2.3.Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action. 2.4.Monitor emotional and physical state of customers for signs of intoxication and effects of illicit or other drug use. 2.5.Where appropriate, offer food and non-alcoholic beverages. 2.6.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. | 3.1.Assess intoxication levels of customers using appropriate methods. 3.2.When assessing intoxication, take into account factors that may affect individual responses to alcohol. 3.3.Identify customers to whom sale or service must be refused according to state and territory legislation. |
4. Refuse to provide alcohol. | 4.1.Refuse sale or service in a professional manner, state reasons for the refusal, and where appropriate point out signage. 4.2.Provide appropriate assistance to customers when refusing service. 4.3.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. 4.4.Use appropriate communication and conflict resolution skills to handle difficult situations. 4.5.Refer difficult situations beyond the scope of own responsibility to the appropriate person. 4.6.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 of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Skills must be demonstrated in an operational hospitality environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
measures used to serve standard drinks or samples
organisation specifications:
signage:
signs 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
information and plain English fact sheets distributed by government regulators and industry bodies
contact information on taxis and available transport options for intoxicated customers
industry-realistic range of customers to whom alcohol is sold or served; these can be:
customers in an industry workplace during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:
have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | read at times complex information in: general regulatory and advisory information issued by local, or state and territory liquor licensing authorities in house policies and procedures specific provisions of relevant state or territory legislation and licensing requirements read a range of identification (ID) and proof of age documents, statutory signage, and warning signs and wording within in house policies and procedures. |
Oral communication skills to: | provide complex information on responsible service of alcohol laws in a way that is easily understandable for customers speak firmly and clearly with intoxicated customers in a manner that de-escalates conflict. |
Numeracy skills to: | measure and calculate standard drinks or samples determine customer’s age from date of birth on ID and proof of age documents. |
Learning skills to: | source relevant information on laws, regulations and codes of practice or conduct relating to responsible service of alcohol and continuously update knowledge of changes in that information. |
Teamwork skills to: | share customer information with team members to ensure proper responsible service of alcohol practices within the organisation. |
Self-management skills to: | deal with hostile and uncooperative customers in a professional manner and in line with organisational procedures. |
Sectors
Hospitality
Competency Field
Food and Beverage