Watch videos: Responsible Service of Alcohol (RSA) training

Thanks so much, no worries, have a good one.

Oh hey great to have you starting with us today. 

Great to be here.

Yeah all good great that's great okay we might get started.

I know you've been working in the industry for a while but I'd like to go through a few things with you while it's quiet.

Our key concern is the health and safety of our staff first and foremost.

But we also have a responsibility to ensure that the community and our customers stay safe.

Tell me what's some important ways that we can do that I'm not selling alcohol to minors or anyone who's intoxicated good one and that group over there.

What do you think?

Oh they look young to me, um I'd ask for their IDs, that's right.

We can check anyone that looks 25 and under and be mindful of secondary supply.

If you see some younger members of a group hanging around outside and you suspect an adult might be buying for a minor get them to come in and check their IDs too.

Right got it, it looks like those guys might have had one or two already but they're not showing signs of intoxication.

Tell me, what would you be looking for to see if they are?

Uh, issues with their balance, struggling with their speech, you know.

That chick over at uh Mikko's where they had the blow up one time yeah. Uh anyway drink us uh um, sell us a drink yeah. 

Oh coordination problems.

And behavior - they often get disagreeable and aggressive

What do you mean no? Just sell us the bloody bottle yeah or are you too stupid to use that um.

That's exactly right: never sell to anyone who's intoxicated.

They'll end up causing trouble or getting themselves hurt, not to mention there are steep fines for both you and me, the licensee.

Yep got it.

Look, these guys are coming over. Why don't I step out the way and let you serve them. 

Sure.

Hey guys got a good night planned?

Oh it's gonna be amazing.

Nice one, can I just see your ID please?

Yes, sure thing.

Here let me take this one for you.

Did you guys want any dessert?

Oh yes we'll take the tiramisu.

Oh good choice, that tiramisu is so good.

I’ve been drinking.

Tiramisu for table number three.

Thanks, there you go guys.

Enjoy it, amazing thank you.

Hey Stella, looks like table number six is shaping up for a big one.

Let's make sure they don't get out of control, especially that loud guy.

All right I’m out too all right okay all right [Music]

Hey champ, how's it going?

Can I grab three light beers for my lightweight buddies over there?

I’ll take mine full strength with a whiskey on the side. Make it neat.

[On screen text: Watch out for: Drinking quickly, Mixing a range of drinks, Ordering multiple drinks for own consumption]

I really don't want this guy getting hammered and going out and causing trouble.

I think I better have a chat before I serve him.

You guys in for a big one?

Eh too right brother, we're out to party tonight.

I definitely don't want to ruin these guys’ night out.

But I don't want to get cut short.

I think I need to slow him down a bit.

[On-screen text: Strategies to prevent intoxication. Communicate with customer, Monitor balance and behaviour. Offer food and non-alcoholic beverages.]

Nice one, nice one look man.

I don't want to be a downer but I need you to ease off a bit.

If I was to serve you another drink I’m pretty sure you wouldn't even get let into the next place.

But I’m not even drunk.

Oh all right, all right, how about you make my beer light too.

You don't have to know.

You're doing all right now man. But you've been drinking fast. And I’m not sure if it's even hit you yet.

Look how about this, grab a few soft drinks and something to eat first.

I’ll bring over some water as well and once you're done with that we can check back in about those beers.

I just don't want to see you getting kicked out of somewhere or not even being able to be let in.

All right, fine.

I’ll grab us some wedges then. No worries. 

Hey a couple of sliders thanks enjoy cheers

Hey can we get around in beers thanks yeah we'll get started

[Music]

Hmm she's not looking so good

I’m not sure she should be having anymore.

A G&T thanks hun and make it a double.

Double is definitely too much. I think I need to rein her in.

Look I can see you've had a fair bit already.

I’m not comfortable giving you a double so we'll just have to make it a standard one.

OK fine whatever

[Music]

A G&T thanks hun and make it a double.

Sorry no, you've had enough.

What? Come on, don't be lame, I’ve barely had anything. Just get us a G&T.

No, not only am I not getting you any more drinks, I’m going to kick you out. You have 30 seconds to get your stuff before I call security to drag you out.

Screw you!

[Music]

G&T thanks hun and make it a double.

She really looks like she's had too much.

I better talk to her to make sure it's not a medical condition or disability.

Hey, having a fun night?

It's so much fun, I mean Jake has been a total joke

but as if I could

OK I definitely can't serve her anymore

and I’ll need to ask her to leave.

Better approach this carefully so I don't upset her.

I’m Maddie, what's your name.

It's Em.

Why listen Em, I’m really sorry to do this but I’m not gonna be able to serve you any more alcohol tonight.

What? Why not? I I’m totally fine but it's not like I’m doing anything.

It's not my call, it's the law. I hate to be that person but if you're intoxicated on a licensed premises I actually have to ask you to leave as well.

Why don't I call you a taxi or get one of your friends to take you home?

Hey no way, that's okay fine, I won't have the drink but I’m going back to my friend yeah?

Hang on.

[Music]

Em if you refuse to leave you're actually risking a pretty substantial fine as well.

Again it's the law.

I don't want to see you get burned so what I’m going to do is get security to call you a cab and get you home safely.

Rose, it's Maddie, I just had to refuse service to a young lady. She's intoxicated. 

[Music]

Do I really? Look, a couple of beers thanks. 

Sure thing.

[Music]

Cheers

These are the guys who are arguing with security

I better keep a close eye on hey man run a shot thanks these guys look young but security wouldn't have let them in if they didn't show ID so they must be okay.

[Music]

Cheese

[Music]

Hey man, runner shots thanks.

I saw them talking to security but it's not impossible that one of them could have slipped through while he was distracted.

I better check their age.

Sure thing but I need to check your ID first.

Are you serious man.

The pumps don't already check them.

I know but sometimes people sneak in.

I can cop a huge fine if one of you guys turn out to be underage and probably lose my job.

Come on it only takes a second thanks.

[Music]

Thanks ID

I can't tell if this really is the same person.

I'd better do a secondary ID check to make sure.

[Music]

You look a bit different to your photo do you have any other ID? A credit card?

Are you serious?

[Music]

Okay the names match thanks mate ID

[Music]

Can you take that out for me.

[Music]

Okay it definitely looks like something feels a little off here.

The surface feels a little uneven.

It might be a fake.

What's your star sign?

What.

I’m looking at your date of birth here and I want you to tell me what your star sign is.

Oh right sorry I just don't believe in that stuff.

Um I’m a Taurus.

That's right but she looks really uncomfortable

I’m gonna call it bluff.

Your birthday's in May.

You're not a Taurus.

Um sorry man.

We gotta go.

Guess I was right.

I’ll have to tell the manager about this and they left the fake ID so we'll have to hand that into the police.

Can you watch things for a sec? 

[Music]

Most Friday, Saturday nights, there's people coming out of venues.

They're intoxicated.

They're getting into fights.

So it's a strain on the police resources.

We've found that ambulance officers are also being assaulted by patients they're attending to.

I was working a normal late shift and I got a call over the radio from my bartender that one of our regulars was causing a bit of a scene.

After getting cut off.

It was very aggressive and quite insulting to us.

We just eventually got her out to the front of the hotel.

At one point she walked up close to me.

I had my hands on my hip a little.

Thought I was safe.

She headbutted me in the mouth and obviously split my lip and caused me to bleed.

The more intoxicated people get the less inhibited they tend to be.

They would do things that they would not usually do in day-to-day life.

The chances of escalation from alcohol are quite high.

It can cause violence domestic violence, car accidents.

The scope is so large so it's really important that we manage it in-house.

The day after the attack she actually gave me a call and she was extremely apologetic.

And I do believe it was very out of character.

And it was because of the intoxication.

In my experience preventing alcohol-related incidents, your first step is always knowing when someone's had too much to drink.

If you're not comfortable cutting somebody off, offer them some water, speak to a manager, a security guard, get fellow staff involved, ask for a second opinion and then you go from there.

RSA frontline workers play a really huge role in preventing alcohol-related incidents.

They have a responsibility to not only themselves but to the other customers, to management, to security in the broader community, to ensure that they are not allowing that alcohol-related incident to escalate.

In my career I’ve always been supported when I’ve cut somebody off.

Whether it's a fellow staff member, security guard manager, there's always somebody close by and a radio on hand if you need it.

It just takes one 18 year old to say to a manager.

I think I just had a chat with that guy and I think it’s probably time for him to leave.

I think give him a bottle of water, make sure he gets into a cab, and make sure he gets home safely.

But it's probably not best he stays in here.

That's all you need to do.

Introduction

As a frontline worker our minimisation is about being proactive.

It's about knowing when someone's had too much to drink and offering them a water or asking them to leave the venue.

When venues minimise harm we find that there's less violence on the street that's alcohol related.

It's necessary to have good strategies for this precinct because it's under a fair bit of pressure.

There's been an increase of patrons by about 200 percent so it's important that the local community feel that these venues are for them as much as the visitors.

Harm minimisation measures

If a visitor comes to an area and they know it's safe they feel comfortable and they're more likely to come that has an on-flow effect to the local businesses.

[Music]

Within the liquor accord I’ve done several measures for harm minimisation.

One was a voluntary lockout at 3am.

Another was a code of conduct for patrons across the board.

We've also got multi-venue borrowing utilising communication through WhatsApp.

We use WhatsApp not only just in venue but across the whole suburb.

We use it to talk about violence in our area, to talk about you know unhealthy behaviour from people, to make sure that we have a safe community and a safe environment for everyone and to make sure we're not just passing on the problem.

There is nothing worse than having an incident in your venue and that incident moving on to another venue because you haven't communicated to them.

The local liquor accord was able to implement a no party bus strategy because we respect our local community enough to say, ‘yes we're saying no’ to business because harm minimisation is more important to us and to our local community.

Summary

[Music]

So everyone with an RSA has a responsibility to monitor patrons in the venue and to see those signs that that person is becoming intoxicated and at that time cut them off before they become too intoxicated.

Give them water, make sure they have a meal if it gets to a point where they you deem them intoxicated.

Then they have to be removed from the premises.

It's important to be aware of your surroundings and what's going on not just for yourself but for other staff members.

If you notice something out of the ordinary and it's something you can actually act on and be proactive about and prevent that's what we're all about.