RMLV: Staff Commitment to RAMP

Responsible Management of Licensed PremisesTo ensure staff commitment to the business vision, it needs to be their vision too for a safe and enjoyable workplace. Licensees and approved managers can encourage staff commitment by involving them in formulating, amending or updating the Risk Assessed Management Plan (RAMP).

Discuss what the business commitment to patrons will be and how this can be achieved. In this way the whole team will have the same goal and it can be reinforced at regular staff meetings.

Licensees or approved managers may be able to use the following process.

Step 1

Assemble the staff.

 

Step 2

Explain the benefits in clarifying the expectations of staff, provision of a safe environment, compliance with the law, better trained staff, etc.

 

Step 3

Brainstorm with staff. Have an open discussion inviting ideas as to what the RAMP should contain.

 

Step 4

When you have a number of ideas on board, divide the staff into groups. Allocate each group one of the agreed objectives and ask them to discuss how this could be achieved. Topics may include:

  • How can we ensure a safe environment? (consider staff, patrons, security, trading hours and parking)

  • What kind of training is needed?

  • What should staff do in dealing with minors and intoxicated people?

 

Step 5

When each of the issues has been addressed and procedures to support the policy developed, reconvene to discuss and finalise your RAMP. Remember it should not be a lengthy document. It is a summary of the key points you have discussed and agreed upon. However, you may also wish to review your procedure manual after completing these discussions.

 

Step 6

Discuss how the RAMP will be useful and how it can be promoted and adopted. Launch it with the staff and patrons.

 

Promotion of the RAMP issues to patrons

Once adopted, the RAMP can be promoted to patrons as well. This can be achieved by using, for example, 10 main sentences which can be taken directly from the RAMP that explain the business philosophy and commitment to patrons.

Also, this can be achieved by listing key points, printing and displaying them on the premises together with other posters and relevant signs. The RAMP can be adapted in this fashion to clearly articulate a commitment to patrons in terms of service and facilities, as well as indicating what will not be tolerated and how patrons will be dealt with.

Signage is particularly useful when dealing with problem patrons or refusing service. Signs provide visual evidence of laws and standards, and can prevent any arguments about arbitrary treatment or discrimination.

Tips to ensure a RAMP is put into action

It is crucial to ensure that:

  •  Staff and management are involved in its formulation

  • The RAMP is readily accessible for reference purposes

  • Each staff member has a copy        

  • Constant review of the RAMP is a major element of  in-house training and induction programs for both permanent and casual staff

The standard is set and it is adhered to, any rule bending by management will undermine staff commitment and patron confidence.

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