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Evidence Guide: THHBFB09B - Provide responsible service of alcohol

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

THHBFB09B - Provide responsible service of alcohol

What evidence can you provide to prove your understanding of each of the following citeria?

Identify customers to whom service may be refused

  1. Identify customers to whom service may be refused in accordance with State/Territory legislation, including minors and intoxicated persons.
  2. Where appropriate, request and obtain acceptable proof of age prior to service.
  3. Refuse service in a polite manner and state reasons for the refusal.
Identify customers to whom service may be refused in accordance with State/Territory legislation, including minors and intoxicated persons.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, request and obtain acceptable proof of age prior to service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refuse service in a polite manner and state reasons for the refusal.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and serve alcoholic beverages responsibly

  1. Serve alcohol in accordance with provisions of relevant State/Territory legislation, licensing requirements and responsible service of alcohol principles.
  2. Prepare and serve standard drinks in accordance with industry requirements.
  3. When requested, give accurate information to customers on alcoholic beverages in accordance with enterprise/house policy and government regulation, including: ; types ; strengths ; standard drinks
  4. alcoholic percentages of a range of frequently served drinks.
  5. Identify issues regarding service of alcohol to different types of customers and incorporate them into service.
Serve alcohol in accordance with provisions of relevant State/Territory legislation, licensing requirements and responsible service of alcohol principles.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and serve standard drinks in accordance with industry requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

When requested, give accurate information to customers on alcoholic beverages in accordance with enterprise/house policy and government regulation, including: ; types ; strengths ; standard drinks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

alcoholic percentages of a range of frequently served drinks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify issues regarding service of alcohol to different types of customers and incorporate them into service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to drink within appropriate limits

  1. Encourage customers courteously and diplomatically to drink within appropriate limits.
  2. Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action.
  3. Monitor the emotional and physical state of patrons for signs of intoxication.
  4. Where appropriate, offer food and non-alcoholic beverages.
  5. Politely decline requests for drinks to be dispensed in a manner which is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers on the reasons for the refusal where appropriate.
  6. Refuse service to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and pointing out signage where relevant.
Encourage customers courteously and diplomatically to drink within appropriate limits.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor the emotional and physical state of patrons for signs of intoxication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, offer food and non-alcoholic beverages.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Politely decline requests for drinks to be dispensed in a manner which is irresponsible, or which encourages the rapid or excessive consumption of alcohol, and advise customers on the reasons for the refusal where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refuse service to intoxicated customers in a suitable and consistent manner, minimising confrontation and arguments and pointing out signage where relevant.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist alcohol affected customers

  1. Assess intoxication levels of customers using a number of methods including: ; observation of changes in behaviour ; observation of emotional and physical state of customers ; monitoring noise levels ; monitoring drink orders.
  2. When assessing intoxication, take into account factors which affect individual responses to alcohol including:
  3. gender
  4. weight
  5. general health
  6. rate of consumption
  7. food intake
  8. other substances taken.
  9. Politely make offers of assistance to intoxicated customers as appropriate including:
  10. organising transport for customers wishing to leave
  11. offering non-alcoholic drinks
  12. assisting customers to leave
  13. offering alternatives to alcohol such as food.
  14. Where appropriate, give patrons a verbal warning or ask them to leave the premises in accordance with enterprise/house requirements, the specific situation and provisions of State/Territory legislation/regulations.
  15. Use appropriate communication and conflict resolution skills in handling difficult situations.
  16. Refer difficult situations beyond the scope of individual responsibility to the appropriate person.
  17. Promptly identify situations, which pose a threat to safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to enterprise policy.
Assess intoxication levels of customers using a number of methods including: ; observation of changes in behaviour ; observation of emotional and physical state of customers ; monitoring noise levels ; monitoring drink orders.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

When assessing intoxication, take into account factors which affect individual responses to alcohol including:

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

gender

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

weight

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

general health

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

rate of consumption

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

food intake

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

other substances taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Politely make offers of assistance to intoxicated customers as appropriate including:

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

organising transport for customers wishing to leave

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

offering non-alcoholic drinks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

assisting customers to leave

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

offering alternatives to alcohol such as food.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, give patrons a verbal warning or ask them to leave the premises in accordance with enterprise/house requirements, the specific situation and provisions of State/Territory legislation/regulations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate communication and conflict resolution skills in handling difficult situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer difficult situations beyond the scope of individual responsibility to the appropriate person.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly identify situations, which pose a threat to safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to enterprise policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Essential Knowledge and Skills to be Assessed

The following knowledge and skills must be assessed as part of this unit:

Please note that the following includes general statements about requirements of liquor legislation, and this should be customised for each State/Territory.

role of individual staff members and supervisors/managers in providing responsible service of alcohol including server liability/duty of care/requirements for house policy/signage/record keeping/penalties for non-compliance

legislative framework including:

harm minimisation and public interest

intoxication provisions

minors and evidence of age

offences

premises standards

statutory and other required signage

strategies to reduce the harm associated with liquor abuse

promotional and patron education campaigns conducted by agencies and industry groups

roles of government and industry in enforcing liquor laws and regulating the industry

reasons for implementation of responsible service of alcohol reforms including:

alcohol abuse and crime

violence and anti-social behaviour associated with alcohol abuse

impact on stakeholders of alcohol abuse including individual enterprises, the local community, customers and government agencies

benefits of responsible service of alcohol reforms for the community and the enterprise including:

improved patronage

increased profits

safer premises

reduced government intervention (police, liquor authorities, local council)

satisfied staff and patrons

reduced community complaints

improved image of premises

reduced operational costs (e.g. security, legal, repairs)

improved attitudes and approaches to alcohol consumption

better health status

benefits and profitability of food and non-alcoholic drink service

benefits of self audit of trading practices

issues relating to service of alcohol to different types of customers (for example young people, pregnant women)

knowledge of standard drinks/acceptable measures of alcohol

factors that affect individual responses to alcohol including:

gender

weight

general health

rate of consumption

food intake

other substances taken

effects of alcohol on:

emotional state

health

physical alertness

times for effects of alcohol to be registered

restrictions on use including legal drink and drive limits

ways of assessing intoxication of customers

provisions for requiring someone to leave the premises and transportation options

barring procedures, where applicable

requirements for responsible advertising where applicable and within scope of job responsibility

requirements for monitoring noise and disturbances in and around licensed premises according to State/Territory licensing requirements and within scope of job responsibility.

Linkages to Other Units

This unit relates to all other units relating to the service of alcoholic beverages. While combined training and assessment may be appropriate, determination of competency for this unit must focus on the understanding and implementation of responsible service of alcohol reforms within State/Territory legislation.

Critical Aspects of Assessment

Evidence of the following is critical:

knowledge and understanding of the State/Territory Liquor legislation and the principles of responsible service of alcohol and the ramifications of non-compliance on the enterprise and individual staff members

ability to apply knowledge of responsible service of alcohol and harm minimisation to beverage service situations.

Context of Assessment and Resource Implications

Assessment must ensure:

ability to apply of requirements of Responsible Service of Alcohol legislation to beverage service situations.

Assessment Methods

Methods must be chosen to ensure that application of knowledge to specific beverage service situations can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills. Because of the nature of this unit, it would be inappropriate, in a training or assessment situation, to demonstrate the practical aspects of this competence in the workplace or in a realistic simulation, therefore role plays or case studies are recommended.

The following examples are appropriate for this unit:

tests or questions to assess knowledge of legislation and knowledge components of competency

role play by candidate to demonstrate ability to deal with intoxicated persons or refuse drinks

case studies and problem solving activities

review of portfolios of evidence.

In some States/Territories training and assessment of competence in this unit may conducted by organisations approved by the relevant licensing authority.

Key Competencies in this Unit

Key Competencies are an integral part of all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment:

Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate

Key Competencies

Collecting, Organising and Analysing Information

For example:

Reading and analysing information on legislative requirements and enterprise policy on responsible service of alcohol (1)

Communicating Ideas and Information

For example:

Providing advice to customers on drinks and legislative requirements, informing customers where they may be refused service, communicating with management or other staff on change of shift, filling out shift logs (2)

Planning and Organising Activities

For example:

Organising transport for customers (1)

Working with Others and in Teams

For example:

Working with other bar staff and customers (2)

Using Mathematical Ideas and Techniques

For example:

Calculating alcohol content in various drinks (1)

Solving Problems

For example:

Dealing with inebriated customers, handling awkward customers or under-aged persons (2)

Using Technology

For example:

Using dispensing equipment to serve standard drinks (1)

Essential Knowledge and Skills to be Assessed

The following knowledge and skills must be assessed as part of this unit:

Please note that the following includes general statements about requirements of liquor legislation, and this should be customised for each State/Territory.

role of individual staff members and supervisors/managers in providing responsible service of alcohol including server liability/duty of care/requirements for house policy/signage/record keeping/penalties for non-compliance

legislative framework including:

harm minimisation and public interest

intoxication provisions

minors and evidence of age

offences

premises standards

statutory and other required signage

strategies to reduce the harm associated with liquor abuse

promotional and patron education campaigns conducted by agencies and industry groups

roles of government and industry in enforcing liquor laws and regulating the industry

reasons for implementation of responsible service of alcohol reforms including:

alcohol abuse and crime

violence and anti-social behaviour associated with alcohol abuse

impact on stakeholders of alcohol abuse including individual enterprises, the local community, customers and government agencies

benefits of responsible service of alcohol reforms for the community and the enterprise including:

improved patronage

increased profits

safer premises

reduced government intervention (police, liquor authorities, local council)

satisfied staff and patrons

reduced community complaints

improved image of premises

reduced operational costs (e.g. security, legal, repairs)

improved attitudes and approaches to alcohol consumption

better health status

benefits and profitability of food and non-alcoholic drink service

benefits of self audit of trading practices

issues relating to service of alcohol to different types of customers (for example young people, pregnant women)

knowledge of standard drinks/acceptable measures of alcohol

factors that affect individual responses to alcohol including:

gender

weight

general health

rate of consumption

food intake

other substances taken

effects of alcohol on:

emotional state

health

physical alertness

times for effects of alcohol to be registered

restrictions on use including legal drink and drive limits

ways of assessing intoxication of customers

provisions for requiring someone to leave the premises and transportation options

barring procedures, where applicable

requirements for responsible advertising where applicable and within scope of job responsibility

requirements for monitoring noise and disturbances in and around licensed premises according to State/Territory licensing requirements and within scope of job responsibility.

Linkages to Other Units

This unit relates to all other units relating to the service of alcoholic beverages. While combined training and assessment may be appropriate, determination of competency for this unit must focus on the understanding and implementation of responsible service of alcohol reforms within State/Territory legislation.

Critical Aspects of Assessment

Evidence of the following is critical:

knowledge and understanding of the State/Territory Liquor legislation and the principles of responsible service of alcohol and the ramifications of non-compliance on the enterprise and individual staff members

ability to apply knowledge of responsible service of alcohol and harm minimisation to beverage service situations.

Context of Assessment and Resource Implications

Assessment must ensure:

ability to apply of requirements of Responsible Service of Alcohol legislation to beverage service situations.

Assessment Methods

Methods must be chosen to ensure that application of knowledge to specific beverage service situations can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills. Because of the nature of this unit, it would be inappropriate, in a training or assessment situation, to demonstrate the practical aspects of this competence in the workplace or in a realistic simulation, therefore role plays or case studies are recommended.

The following examples are appropriate for this unit:

tests or questions to assess knowledge of legislation and knowledge components of competency

role play by candidate to demonstrate ability to deal with intoxicated persons or refuse drinks

case studies and problem solving activities

review of portfolios of evidence.

In some States/Territories training and assessment of competence in this unit may conducted by organisations approved by the relevant licensing authority.

Key Competencies in this Unit

Key Competencies are an integral part of all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment:

Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate

Key Competencies

Collecting, Organising and Analysing Information

For example:

Reading and analysing information on legislative requirements and enterprise policy on responsible service of alcohol (1)

Communicating Ideas and Information

For example:

Providing advice to customers on drinks and legislative requirements, informing customers where they may be refused service, communicating with management or other staff on change of shift, filling out shift logs (2)

Planning and Organising Activities

For example:

Organising transport for customers (1)

Working with Others and in Teams

For example:

Working with other bar staff and customers (2)

Using Mathematical Ideas and Techniques

For example:

Calculating alcohol content in various drinks (1)

Solving Problems

For example:

Dealing with inebriated customers, handling awkward customers or under-aged persons (2)

Using Technology

For example:

Using dispensing equipment to serve standard drinks (1)

Required Skills and Knowledge

Not applicable.

Range Statement

This unit applies to all enterprises where alcoholic beverages are served. It is a required unit for all staff serving alcoholic beverages. The following explanations identify how this unit may be applied in different workplaces and circumstances.

The focus of training delivery and assessment for this unit will vary according to the level of responsibility of the person involved in serving alcohol.

Assessment/training in this unit may also be based around specific strategies developed by State/Territory governments such as 'Take Care'.

Standard drinks should be measure using appropriately nip measures or electronic dispensing/measuring devices.

Examples of requests for drinks to be dispensed in a manner which is irresponsible for encouraging the rapid or excessive consumption of liquor may include:

test tubes

yard glasses

laybacks

jugs of spirits and mixers

shooters.

Issues related to service of alcohol to different types of customers may include:

familiarity with specific customers

physical stature

demeanour and mood

social context

perceived health status.

The term "intoxicated" is used to denote those to whom service may be refused due to excess consumption of alcohol. The terms "unduly intoxicated" may also be used in some State/Territory legislation.

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 the same person

ordering "triple shots" or extra large drinks.

Action taken, with respect to customers who are intoxicated or who are contravening enterprise/house policy, is dependent upon:

enterprise procedures/venue house policy

the level of responsibility of individual staff members

legislative requirements.

Appropriate communication and conflict resolution skills for dealing with intoxicated patrons may include:

using open and not aggressive body language

blaming the refusal on the "Law"

taking the person away from an audience

monitoring the rest of the crowd

picking early warning signs and intervening before the person is intoxicated

not using physical touch or body language

remaining calm and using tactful language.

Proof of age according to State/Territory liquor legislation includes:

current driving licence

proof of age card

passport.

This unit applies to all enterprises where alcoholic beverages are served. It is a required unit for all staff serving alcoholic beverages. The following explanations identify how this unit may be applied in different workplaces and circumstances.

The focus of training delivery and assessment for this unit will vary according to the level of responsibility of the person involved in serving alcohol.

Assessment/training in this unit may also be based around specific strategies developed by State/Territory governments such as 'Take Care'.

Standard drinks should be measure using appropriately nip measures or electronic dispensing/measuring devices.

Examples of requests for drinks to be dispensed in a manner which is irresponsible for encouraging the rapid or excessive consumption of liquor may include:

test tubes

yard glasses

laybacks

jugs of spirits and mixers

shooters.

Issues related to service of alcohol to different types of customers may include:

familiarity with specific customers

physical stature

demeanour and mood

social context

perceived health status.

The term "intoxicated" is used to denote those to whom service may be refused due to excess consumption of alcohol. The terms "unduly intoxicated" may also be used in some State/Territory legislation.

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 the same person

ordering "triple shots" or extra large drinks.

Action taken, with respect to customers who are intoxicated or who are contravening enterprise/house policy, is dependent upon:

enterprise procedures/venue house policy

the level of responsibility of individual staff members

legislative requirements.

Appropriate communication and conflict resolution skills for dealing with intoxicated patrons may include:

using open and not aggressive body language

blaming the refusal on the "Law"

taking the person away from an audience

monitoring the rest of the crowd

picking early warning signs and intervening before the person is intoxicated

not using physical touch or body language

remaining calm and using tactful language.

Proof of age according to State/Territory liquor legislation includes:

current driving licence

proof of age card

passport.