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HomeMy WebLinkAbout2009-09-01 Board of Selectmen Handout - Part 2I ~ I i o NAONINL 0= Z, Revised 08/22/09 Confidential Property of WineNation - Massachusetts Minor Policy - All Team Members Policy: As a leading alcoholic beverage retailer, we have a legal, moral and ethical obligation to the communities we serve to insure that we never sell alcoholic beverages to a minor or a person attempting to purchase alcoholic beverage for a minor. In addition, it is a criminal offense to sell alcohol to a minor. A minor is defined as anyone under the age of 21. We fully support and follow all local, state and federal laws prohibiting the sale of alcohol to minors. We have put into place strict policies and procedures to control the sale of alcohol. All team members must follow all required procedures. Failure to fully comply with all minor policies and procedures will result in disciplinary action up to and including termination. • Proper identification, as identified below in these policies and procedures, is required for all customers who appear to be under the age of 30. • If a customer who is alone in the store appears to be under the age of 21, they must be asked to produce proper identification. If they are unable to provide acceptable identification verifying that they are over the age of 21, they must leave the premises. • If a customer who appears to be a minor is accompanied by their parent or adult legal guardian, and the adult can provide valid identification, the minor may remain in the store. Any exception to this rule may only be made by the manager on duty. • Even when accompanied by a parent, adult or legal guardian, absolutely no sale may be made to anyone under the age of 21. This includes selling food, non alcoholic beverages, or gift items. Actions taken if a sale to a minor occurs: 1. Minor is arrested and fined. 2. Store issued a citation and is fined and may be closed by the authorities. 3. The team member who sold to the minor is subject to a fine up to $250 and/or community service up to 32 hours. 4. The team member who sold to the minor is terminated from employment. Procedure (Team Members): 1. If a customer approaches the register to purchase an alcoholic beverage and appears to be under 30 years of age, they must be asked to produce ID. 2. Following are acceptable forms of ID as specified by state law: a. A current (non-expired) photo driver's license (or duplicate) issued by the motor vehicle department of Massachusetts, Connecticut, or Rhode Island. b. A current (non-expired) non-driver's photo ID (or duplicate) issued by the motor vehicle department of Massachusetts, Connecticut, or Rhode Island. c. All other forms of ID must be referred to a manager. 3. Every time an ID is requested and produced, the team member must record the ID information on the "Record of FETM (Front End Team Member) ID" form before beginning the transaction on the register. 4. If the ID indicates that the customer has turned 21 within the year, the team member must photocopy the ID, complete a Declaration of Age (DEC) form, and obtain manager approval at the time of the sale. Staple the photocopy of the ID to the DEC form and turn in with the Record of FETM ID form at the end of the shift. Revised 8/22/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA-All Team Members 5. When ID is produced, check for the following information: a. Date of birth must be on or before today's date and the year must be on or before the year listed on the Record of FETM ID form. If the date indicates the customer is under 21, keep the ID, do not serve the customer, and call a manager. b. Verify that the photo on the ID matches the customer. If there is any doubt, call a manager. c. Check the expiration date; if the license is expired, do not serve the customer, call a manager. d. The license should be smooth around the date of birth and photo. If the ID appears to be altered or damaged, have the customer complete a DEC form and call a manager. e. If the customer appears to be under 21 years of age, have them complete a DEC form and call a manager. f. If the customer produces an active Military ID, call a manager; only a manager can approve this ID. g. If a customer produces an out of state driver's license (not listed above), complete a DEC form and call a manager, only a manager can approve this ID. The customer must also produce secondary ID. h. If a customer produces a passport (U.S. or foreign), call a manager; only a manager can approve this ID. 6. Unacceptable forms of ID: a. Birth certificate b. Credit Card c. Altered/False ID d. Student/College ID e. Vertical or side view driver's license f Social Security Card g. Reserve Military ID h. Spousal Military ID 7. While the customer is completing the Declaration of Age form, ring the next customer in line. If the Manager is 100% certain that the ID is valid and gives you permission, you may serve the customer. 8. Once a customer has been asked for ID, that customer must produce valid ID. No other team member, including managers, may vouch for a customer's age regardless of their relationship (friend or family member) to that person. 9. A member of the store management team should handle all problem customers. a. If ID is requested and the customer is not able to produce it, a management team member should immediately step to the cash register and explain to the customer that they will not be served. Under no circumstances should we allow an abusive customer to speak directly to a team member. Management personnel should pull the customer aside and explain the policy without any involvement from the team member. b. If the customer becomes abusive, management should inform the customer that he/she must leave the property. If abusive behavior continues or escalates, call the police and fill out a no trespass notice. Group Sales: 1. If two or more people (a group) are together making a purchase, and the person malting the purchase is asked for valid ID and doesn't have any valid form of identification with them, another person in the group with valid ID may make the purchase for the group. In this scenario, if the person without ID appears to be under 21, then that person should be asked to leave the store. If the person appears to be over 21, that person may, at the discretion of the manager on duty, remain in the building. If a store team member observes money changing hands at any time, the sale is refused. A DEC form must be completed by the person with the valid ID. 2. No one under the age of 21 may carry alcoholic beverages either inside or outside of the store. 3. If no member of the group is able to produce acceptable ID, a sale cannot be made. No one outside of that group may make a purchase for that group. Arrest Incentive Program 1. For each minor arrested for attempting to purchase alcohol, the team member initiating the arrest will receive $50.00. (This also applies to supervised minor sting operations conducted by law enforcement) This incentive does not apply to managers. 2. In addition the following incentives will be paid for an attempted purchase of alcohol by a minor: Revised 8/22/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA-All Team Members a. $0.10 for each ID recorded on the Record of FETM ID form (team member and manager eligible) b. $0.25 for each DEC form completed (team member and manager eligible) c. $5.00 for each refused service (team member only) i. Refused service is defined as a customer attempting to purchase alcohol and is defined as: 1. No ID 2. Intoxicated 3. ID appears to be invalid a. Mutilated (lamination coming off) b. Information on ID is unreadable c. ID is expired Intoxicated Customers: 1. It is our policy to refuse to serve anyone who demonstrates any signs of intoxication. This would include difficulty walking, slurred speech, and/or loud, obnoxious behavior. 2. When in question, the person should not be served. 3. If a team member notices that a customer in the store is possibly intoxicated, they should point out the customer to manager in charge. Management should approach and assess the customer immediately and, when warranted, ask them to leave the premises. If an intoxicated customer comes to the register with his or her purchase, the manager should handle the situation by advising the customer that we refuse to serve him/her (the FETM should not handle the refusal to serve situation). 4. If there are any problems, inform the customer that unless they leave the store immediately, the police will be called. If the customer does not leave, call the police. Procedure (All Team Members & Vendors at any Tasting Station or Tasting Class): It is against the law to serve alcohol to a minor. This includes alcoholic beverages featured at our tasting tables and consumer classes. Anyone approaching in-store tastings who appears to be under 30 must be asked to produce a valid ID. All policies and procedures provided above apply to all in-store tastings whether served by team members or by vendors. Customers who wish to attend consumer classes must provide a valid ID confirming that they are over the age of 21 prior to participation. All producers/vendors pouring wines at our tasting bar or consumer classes must understand and agree to our policy regarding minors. To ensure their understanding of our policy, the Manager on Duty will require each to read and indicate their agreement with our policy by signing the Statement of Minor Policy for Producers and Vendors at Tasting Stations/Consumer Class form prior to tastings. 1. All customers approaching the tasting bar to sample an alcoholic beverage who appear to be under 30 years of age must be asked to produce valid identification. Once the ID is produced, the vendor/team member must then record the date on the customer's ID onto the record of ID form. 2. If the ID indicates that the customer has turned 21 within the year, the vendor/team member must copy the customer's information from the ID and complete a Declaration of Age (DEC) form. At the conclusion of the tasting or class, turn in the DEC form and the Record of FETM ID form. 3. When ID is produced, check for the following information: a. Date of birth must be on or before today's date and the year must be on or before the year listed on the Record of FETM ID form. If the date indicates the customer is under 21, you must refuse to serve. b. Verify that the photo on the ID matches the customer. If there is any doubt, call a manager. c. Check the expiration date; if the license is expired, you must refuse to serve and call a manager. d. The license should be smooth around the date of birth and photo. If the ID appears to be altered or damaged, have the customer complete a DEC form and call a manager. e. If the customer appears to be under 21 years of age, have them complete a DEC form and call a manager. f. If the customer produces an active Military ID, call a manager; only a manager can approve this ID. Revised 8/22/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA - All Team Members g. If a customer produces an out of state driver's license, complete a DEC form and call a manager; only a manager can approve this ID. The customer must also produce secondary ID. h. If a customer produces a passport (U.S. or foreign), call a manager; only a manager can approve this ID. Incentive Program Vendors are not eligible for the incentive program. The following incentives will be paid for preventing the attempted consumption of alcohol by a minor: a. $0.10 for each ID recorded on the Record of FETM ID form b. $0.25 for each DEC form completed c. The cash incentive for refusal of service applies only at the point of sale. i. Refused service is defined as a customer attempting to purchase alcohol and is defined as: 1. No ID 2. Intoxicated 3. ID appears to be invalid a. Mutilated (lamination coming off) b. Information on ID is unreadable c. ID is expired Intoxicated Customers: 1. It is our policy to refuse to serve anyone who demonstrates any signs of intoxication. This would include difficulty walking, slurred speech, and/or loud, obnoxious behavior. 2. When in question, the person should not be served. 3. If a vendor/team member notices that a customer in the store is possibly intoxicated, they should point out the customer to management personnel. Management should approach and assess the customer immediately and, when warranted, ask them to leave the premises. If an intoxicated customer comes to the tasting station or consumer class, the manager should advise the customer that we refuse to serve him/her. 4. If there are any problems, inform the customer that unless they leave the store immediately, the police will be called. If the customer does not leave, call the police. I have read the entire Minor Policy set forth for WineNation. I fully understand the Minor Policy, and will adhere to its rules. Signature. Date MGR Revised 8/22/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA - All Team Members Procedure (Managers/Assistant Managers): It is the responsibility of management to ensure that the team members follow the minor policy and procedure, and that the manager on duty is being notified as required to make decisions as to who will be served or not served. This policy and all procedures should be reviewed with team members on a regular basis. Management must also observe whether or not team members are asking customers for ID as required under the procedures. We never sell alcohol to a minor or someone purchasing alcohol for a minor. Follow these procedures when a team member calls for management assistance: 1. The only acceptable forms of ID besides the photo driver's license and non-driver photo ID which are acceptable under state law must meet all of the below-listed requirements: a. Be issued by a government agency b. Contain the full name of the person c. Contain the date of birth d. Contain a physical description (height, weight, and eye color) e. A recognizable photograph f. Current valid date 2. Only the manager on duty may approve the sale of alcohol to a customer using any alternate forms of ID. 3. US Passports and Military ID that do not contain all of the above-stated requirements are not acceptable forms of ID. 4. If the ID is expired, do not serve the customer. 5. If the team member asks your opinion as to whether or not the photo matches the person, have the customer fill out a declaration of age form. If you are not 100% certain that the customer is the person in the photo, do not serve the customer. 6. If the ID indicates the customer is 21, but the customer looks under 21, ask for secondary ID. a. 'Have the customer fill out a declaration of age form. b. If after receiving secondary ID and having the customer fill out a declaration of age form, you are sure the customer is 21 years old, serve the customer. c. If you are unsure the person is 21 years old, refuse to serve. 7. If the photo driver's license or non-driver's photo ID is damaged or possibly false and the manager cannot ascertain proper identity and age of the individual, do not serve the customer. Every damaged license must have a declaration of age form completed. 8. If you believe the ID is a false ID or the ID of a different person, do not serve the customer. a. Take the ID to the Customer Service area and make a photocopy b. Call the police to arrest the customer. c. Let the customer wait and if possible to do so safely retain the original ID d. If necessary inform the customer that they must wait for the police and that their license has been photocopied. 9. If the customer presents ID that shows that they are under 21, do not serve the customer. a. Take the ID to the Customer Service area and make a photocopy b. Call the police to arrest the customer c. Let the customer wait and if possible to do so safely retain the original ID d. If necessary inform the customer that they must wait for the police and that their license has been photocopied 10. If the customer presents ID which is not listed above as acceptable under state law, do not serve the customer. Revised 8122/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA -All Team Members Refusing to Serve a Customer: 1. Intoxication a. Refuse the sale. b. Ask the customer to leave. 2. Known Minor Purchase (ID indicates younger than 21 years of age 21) a. Refuse the sale b. Photocopy ID c. Immediately call the police for an arrest of the minor. d. Retain ID (where allowed by law and can be safely done) 3. Suspected Minor Purchase (you are reasonably certain that the ID is fake) a. Refuse the sale b. Photocopy ID c. Call the police d. Take customer away from the register and explain that the police have been called and that they should stay and wait for the police to arrive e. If the underage customer cooperates, bring them to the office to await arrival of the police f. If the underage customer attempts to flee, do not physically impede their exit. Wait for the police and hand the fake ID over to them. Remember to save any pertinent security video, if available. 4. Questionable Minor Purchase (you suspect that the customer is not at least 21 years of age) a. If customer exhibits ID stating that they are 21, but for any reason you are not completely satisfied that the customer is at least 21 years old, refuse the sale b. Professionally explain to them that you are not absolutely certain they are 21 and therefore, based on corporate policy and state law, the sale must be denied. c. Apologize for the inconvenience, but explain we must err on the side of caution and safety, and ask them to leave. 5. Refusal to Complete Declaration of Age Form (ID states age 21) a. Do not disagree with the customer when they state that they are over 21. b. Explain that our policy requires that they complete the Declaration of Age form. c. Reiterate that their personal information will not be retained, but will be shredded at the corporate office. d. If the customer is persistent, state that your decision is restricted by state law and company policy. Any of these situations should be handled away from other customers as much as possible. Take the customer aside, away from the registers, and explain why you are refusing the sale. Any of these situations could become stressful. If the customer becomes loud, belligerent, or is using foul language, attempt to defuse the situation with professionalism and customer service. If this is not effective, ask the customer to leave. If the customer does not leave and continues to be disruptive, do not argue or engage. Go directly to the phone and call the police. Revised 8122/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA - All Team Members Standard Operating Procedure Sting Operation: Any time you have been the target of a sting operation, i.e., minor attempts to purchase alcohol under the supervision of law enforcement; you must alert Loss Prevention immediately of the outcome. Loss Prevention can be reached at any time on their mobile phone (240-418-1976). Minor Arrest: Any time minor attempts to illegally purchase alcohol, the police must be notified immediately to arrest the minor. Loss Prevention must be notified within 24 hours of this incident via email. ABC Inspection: • Any time the local ABC enters the building, LP must be contacted immediately. This is necessary so they can speak with the agent to ensure they obtain the information they need. Points to be aware of: 1. Time of incident: If available the camera system should be utilized to research and document any incident. 2. Credentials: the supervising officer needs to provide you with their name, phone number, badge number, and case number if applicable. I have read the entire Minor Policy set forth for WineNation. I fully understand the Minor Policy, and will adhere to its rules. Signature Date MGR Revised 8/22/09 TT Confidential Property of WineNation WNPP/Minors/Minor Policy MA- All Team Members WINENATION - DECLARATION OF AGE FORM We have a legal, ethical and moral obligation to refuse the sale of alcohol to anyone under the age of 21. We have numerous policies and procedures in place to insure that no one under 21 is served in our stores, including, but not limited to, malting a copy of a license if the person is 21 and have them complete a declaration of age form. This policy is meant to create an environment that prevents all minors from attempting to purchase alcohol and to reinforce our commitment to the community, pursuant to the recommendations of state regulators. The license information is shredded after 90 days. ALL INFORMATION REQUESTED IS TO BE COMPLETED BY PROSPECTIVE PURCHASER: I understand that misrepresentation of age to induce the sale, service, or delivery of alcoholic beverages to me is cause for my arrest, prosecution and punishment as defined in the laws of this jurisdiction, and may include: 1. Payment of a fine of not less than $100 or more than $3000 2. Imprisonment 3. Loss or Suspension of Driving Privileges 4. A requirement to participate in an alcohol education or treatment program for a period up to six months. Knowing the possible penalties for the misstatement, I hereby represent and state for the purpose of inducing WineNation to sell, serve, or deliver alcoholic beverages to me, that I was born (Month) (Day) 19 and am years of age. Name Printed: Address: State Signature Date and Time All information requested in this section must be completed or photo copied by the store management team member Driver's License # Age Armed Services I.D. Card (Coast Guard, Army, Navy, Air Force) Other (Specify) Height Weight FETM's Name Color of Eyes Hair Color Birth Date Management Team Member's Name Sale Made (Y-Yes or N- No) Customer DOB Copy of ID Card 8/23/2009 Confidential Property of WineNation WNPP/Minors/Declaration of Age Form WineNation-Statement of Minor Policy For Producers and Vendors at Tasting Station/Consumer Class It is against the law to serve alcohol to a minor. This includes alcoholic beverages featured at our tasting stations and consumer classes. Anyone approaching in-store tastings who appears to be under 30 must be asked to produce a valid ID. All policies and procedures provided above apply to all in-store tastings whether served by team members or by vendors. Customers who wish to attend consumer classes must provide a valid ID confirming that they are over the age of 21 prior to participation. 1. All customers approaching the tasting station to sample an alcoholic beverage who appear to be under 30 years of age must be asked to produce valid identification. Once the ID is produced, the vendor/team member must then record the date on the customer's ID onto the record of ID form. 2. If the ID indicates that the customer has turned 21 within the year, the vendor/team member must copy the customer's information from the ID and complete a Declaration of Age (DEC) form. At the conclusion of the tasting or class, turn in the DEC form and the Record of Front End Team Member ID form. 3. When ID is produced, check for the following information: a. Date of birth must be on or before today's date and the year must be on or before the year listed on the Record of Front End Team Member ID form. If the date indicates the customer is under 21, you must refuse to serve. b. Verify that the photo on the ID matches the customer. If there is any doubt, call a manager. c. Check the expiration date; if the license is expired, you must refuse to serve and call a manager. d. The license should be smooth around the date of birth and photo. If the ID appears to be altered or damaged, have the customer complete a DEC form and call a manager. e. If the customer appears to be under 21 years of age, have them complete a DEC form and call a manager. f. If the customer produces an active Military ID, call a manager; only a manager can approve this ID. g. If a customer produces an out of state driver's license, complete a DEC form and call a manager; only a manager can approve this ID. The customer must also produce secondary ID. h. If a customer produces a passport (U.S. or foreign), call a manager; only a manager can approve this ID. UNDERSTOOD AND AGREED SIGNATURE PLEASE PRINT NAME AND IDENTIFY VENDOR DATE REVISED 08/22/09 CONFIDENTIAL PROPERTY OF WINENATION WNPP/MINORS/VENDOR-PRODUCER MINOR POLICY FORM MINOR QUIZ-All Team Members Answers 1) Anyone who looks under what age must be carded? 30 2) What could happen if you or another team member were to sell alcohol to a minor? a) Charged with a criminal misdemeanor b) Could be fined $250 and/or community service up to 32 hours c) Employment is terminated 3) Under what conditions may someone under the age of 21 be permitted in the store? Accompanied by Adult Parent/Legal Guardian and at the manager's discretion 4) Should a customer whose age is in question be carded if you remember carding them on a previous visit? Yes, always card if customer looks under 30 5) What are the only two forms of identification that a team member can accept? a) Current non-expired photo driver's license issued by the motor vehicle dept. of Massachusetts, Connecticut or Rhode Island. b) Current non-expired non-driver's license photo ID issued by the motor vehicle dept. of Massachusetts, Connecticut, or Rhode Island. 6) You should check the ID to be sure that a) Photo matches the person b) The ID has not expired c) The ID has not been altered d) The ID indicates the person is above 21 years old 7) If you are uncertain that the customer is the same person pictured on the ID, what should you do? Give them a Declaration of Age form to complete and call for mgr. on duty 8) When the customer presents ID that has expired, what should you do? Do not serve the customer and call for manager on duty 9) What is the purpose of the DEC form? To verify in writing that the customer is over 21 years of age and to be kept on file to show we acted in good faith. 10) When should you request that a customer complete a DEC form? a) Photo matches the person b) The ID has not expired c) The ID has not been altered d) The ID indicates the person is above 21 years old 11) Can team members accept a driver's license with photo placed vertically? No, individuals with vertical view licenses will not be served regardless of age 12) If a customer is under 21 years old, may they purchase snack items? No REVISED 08/22/09 CONFIDENTIAL PROPERTY OF WINENATION WNPP/MINORS/MINOR QUIZ-ALL TEAM MEMBERS ANSWERS 13) Is a non-photo driver's license together with a photo college I.D. acceptable? No, a non-photo driver's license can not be cross-referenced with any other form of ID 14) Can a team member accept Military I.D.? No and must call a manager. 15) When a customer is asked but is unable to produce an acceptable form of I.D., but the manager says he/she knows him/her can the person be served? No, once a team member has asked for ID the person has to show valid ID to be served, mgr can not override. 16) What is the reward for the arrest of a minor? $50.00 17) If a person is getting loud and obnoxious, how should you handle the customer? The team member should immediately call a manger to handle the situation 18) Are U.S. Passports an acceptable form of ID? Only with manager approval 19) Can you accept a driver's license from Canada? No and must calla manager. 20) Two young people come up to your register. You ask the first for an ID and they state that they do not have it with them. May the 2nd person make the purchase if they have appropriate ID? Yes, have them fill out a DEC form and call the mgr on duty 21) A customer hands you a license that has faded and you can't read the date of birth. What do you do next? Do not serve; call the manager on duty 22) The store manager's brother Harold comes in. You ask him for ID, he says he left it at home. Do you serve him? No, without ID, no service 23) Is it OK to serve a customer who is a little tipsy if his friend identifies himself as the designated driver? No, do not serve anyone who appears to be tipsy. Call the mgr. on duty 24) A man comes to the register to purchase a case of beer. He keeps dropping his money, smells like beer, and seems to have a hard time standing up. What do you do? Call for the manager on duty 25) What steps must betaken if a team member or a vendor believes a minor is attempting to sample alcoholic beverages at a tasting station or to attend a consumer class? a) Card everyone who appears under 30 b) Complete DEC Form if turned 21 within the year c) No valid ID, involve a manager to refuse service 26) Who handles all refusals to serve? Management 27) What do we do to a minor attempting to purchase alcohol? Keep their ID and call the manager on duty so he/she can notify police REVISED 08/22/09 CONFIDENTIAL PROPERTY OF WINENATION WNPP/MINORS/MINOR QUIZ-ALL TEAM MEMBERS ANSWERS