• Improve observation and communication skills regarding patron and premises management
• Prevent, defuse and manage customer disturbances
• Increase the safety and security of staff and patrons in licensed premises, and
• Reduce the risk of liability.

Participants will learn:

• Roles and responsibilities of security staff
• Essential steps to controlling customer disturbances
• Strategies to stay in control of a bad situation
• Actions and behaviours to de-escalate disputes
• Principles for dealing with extreme situations
• The importance of keeping your cool, and
• Legal responsibilities and liabilities.

The information in ProTect provides workers with training on the social responsibilities related to maintaining the security and physical safety of the licensed premises, patrons and premises employees. It does not replace the on-the-job training, knowledge or experience provided by or required by a worker's employer or special event host, nor does it include information on all AGLC laws and policies.

A BIT OF HISTORY: In November 2005 and March 2006, the AGLC and Alberta Solicitor General and Public Security held roundtable meetings to discuss the issue of violence within the context of bars, nightclubs, and other licensed premises. The Roundtable's purpose was to gather input, information and advice from stakeholders on the front lines - from the people who work in, own, manage, regulate and protect province's licensed premises.

Roundtable participants recognized that trained staff can play an important role in identifying and handling aggression before it escalates into violence. They also noted that properly implemented training programs can reduce licensees' risk of liability and help to lower insurance costs.

Roundtable participants commended the ProServe (formerly ASIP) program and proposed the development of complementary, certificated training programs for security and door staff.

ProTect Security Staff Training is derived from Ontario's Safer Bars training program (developed by Dr. Kathryn Graham). The program covers the following topics:

• Roles and responsibilities of security and door staff
• Legal issues and responsibilities
• Understanding how aggression escalates
• Assessing the situation
• Keeping cool
• Understanding and using effective body language
• Responding to problems
• Procedures for documenting events after the incident

The AGLC began conducting ProTect seminars in various locations around the province in February 2008. The program went online in March 2010, allowing for increased accessibility for workers who require the certification.

ProTect is aimed at increasing patron and staff safety. The program is a key part of the strategy on safer communities. Training will help security and door staff improve their observation and communication skills, preparing them to prevent, defuse, and manage customer disturbances.

ProServe and ProTect SMART Training programs help to ensure industry workers understand liquor laws and policies, and are well-prepared to provide responsible service to Albertans. When implemented properly, the programs can assist licensee staff and volunteers improve the safety of their premises and reduce the risk of liability.

ProTect certification is mandatory for full-time and part-time industry staff working in a Class A Minors Prohibited premises and at a Commercial Public Resale Special Event in the following positions:

• All individuals who manage or supervise security staff
• Security staff (directly employed or contracted by the licensee), and
• Owners and managers of a company contracted to provide security.

Security staff (directly employed or contracted by the licensee) are responsible for the security and physical safety of the licensed premises, patrons in the licensed premises, and premises employees. Specific responsibilities of security staff include:

• Monitoring and controlling access to the premises (door person) at all entrances open to the public
• Checking for proper identification to ensure only patrons of legal drinking age enter the premises
• Ensuring compliance to GLA, GLR and AGLC policies
• Ensuring patrons banned from entering or remaining on the premises do not enter or remain
• Ensuring the occupant load under the fire code is not exceeded (crowd control duties)
• Staying highly visible and circulating through the licensed premises (floor person), and
• Monitoring patrons and intervening early to prevent fights and other aggressive acts.

Although required only for Class A Minors Prohibited licensed premises and Commercial Public Resale Special Events, ProTect training is also recommended for individuals who work or volunteer in a security position in any other class of licensed premises or special event function.

Other SMART certification(s) may be required for the work you do. Click here to see the certifications required for various positions in the liquor, gaming and retail cannabis industries, as well as the associated costs and timelines for each program.

Note: All individuals required to successfully complete ProTect Security Staff Training are also required to successfully complete ProServe Liquor Staff Training.

Persons requiring ProTect certification must be certified within 30 days of their employment start date or before the expiration date on their certificate. Workers providing security at a Commercial Public Resale Special Event must be certified before the event.

More information is in Section 1.7 of the Licensee Handbook, online at aglc.ca.

ProTect certification is not required for staff working full-time or part-time:

• At Class A Minors Allowed, Class B, Class C, Class D, Class E and Duty Free premises
• At a Class A Minors Prohibited premises in a position not listed in Section 1.7.2 of the Licensee Handbook
• At a function licensed as a Community Public Resale Special Event, and
• At a function licensed as a Private Special Event

Licensee staff and Commercial Public Resale Special Event volunteers must provide proof of ProTect certification at the request of an AGLC Inspector. Failure to present proof of certification (card, Personal Information page, image or photo saved to a mobile device/phone) may result in disciplinary action.

Licensees with uncertified staff could face penalties such as a warning, fine, liquor licence suspension or licence termination.

Proof of your certification is saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

If you can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

Liquor legislation and policies are online at aglc.ca.

All individuals required to successfully complete ProTect Security Staff Training are also required to successfully complete ProServe Liquor Staff Training.

Policy and program content may change after workers are certified. Industry workers are responsible for reviewing the program content and Licensee Handbook periodically to keep their knowledge current.

Licensees must keep a log of employees that are ProTect-certified, including the following information:

• Employee name as it appears on the certification card
• SMART Training registration number, and
• Expiry date

Note: Logs are subject to review by the AGLC.

AGLC's liquor and gaming policies are online at aglc.ca.

More information is on the Frequently Asked Questions (FAQ) and Contact Us pages.

You can also contact SMART Programs office:

Phone:	Toll-free in Alberta at 1-877-436-6336, Mondays through Fridays, from 8:15 a.m. until 4:00 p.m.
Fax:	780-651-7626, addressed to the attention of the SMART Programs.
Email:	info@protect.aglc.ca
Mail:	SMART Programs c/o AGLC 50 Corriveau Avenue St. Albert, Alberta T8N 3T5
In Person:	We're at the AGLC Head Office in St. Albert. Click on the map to find us.

Note: The SMART Programs office is closed on weekends, statutory holidays, and from December 24^th through January 1^st.