Copy - LIVE: Age Verification Shop Team Training

Age Verification Shop Team Training May 2023

Retail Shop Teams

Start

Retail Academy

Age Verification Training

Welcome to age verification shop team training. In today’s society it is expected of us to be responsible people in all aspects of our lives. Here at Betfred, a licensed bookmaker, we have a responsibility to provide excellent customer service to those who wish to bet and to do so in a socially responsible manner by protecting our customers from being harmed by their gambling. We do this by meeting OUR three Licensing Objectives, find out what these are by hovering over the numbers below with your mouse.

1. To be open and fair

3. To protect the young and vulnerable (AVT plays a key part in this)

2. To keep crime out of gambling

The company Think 21 policy is designed to help you meet the requirements of protecting the young and vulnerable by giving you guidance and support in your role. It is illegal for a minor to enter or accompany an adult into a betting shop. If a minor is on the premises you could have committed the criminal offence of

Age Verification Training

“Inviting a minor into a licensed premises and inviting a minor to gamble.”

Age Verification Training

The company Think 21 policy is designed to help you meet the requirements of protecting the young and vulnerable by giving you guidance and support in your role. It is illegal for a minor to enter or accompany an adult into a betting shop. If a minor is on the premises you could have committed the criminal offence of

“Inviting a minor into a licensed premises and inviting a minor to gamble.”

REMEMBER If a customer looks young and you don’t know them, THINK 21 and ask them to prove they are over 18. THINK YOUNG STRANGER.

Age Verification Training

The company Think 21 policy is designed to help you meet the requirements of protecting the young and vulnerable by giving you guidance and support in your role. It is illegal for a minor to enter or accompany an adult into a betting shop. If a minor is on the premises you could have committed the criminal offence of

What does the LCCP mean to you?

Betfred (Licensee) must have and put into effect policies and procedures designed to prevent underage gambling and monitor the effectiveness of these. This must include procedures for:

Checking the age of customers who appear young

Checking the age of customers who appear young.

What does the LCCP mean to you?

Betfred (Licensee) must have and put into effect policies and procedures designed to prevent underage gambling and monitor the effectiveness of these. This must include procedures for:

Checking the age of customers who appear young

Checking the age of customers who appear young.

The removal of any customer from the premises who appears young and is unable to provide an acceptable form of Identification.

Checking the age of customers who appear young.

The removal of any customer from the premises who appears young and is unable to provide an acceptable form of Identification.

Taking action to prevent customers who appear young from entering the premises.

What does the LCCP mean to you?

Betfred (Licensee) must have and put into effect policies and procedures designed to prevent underage gambling and monitor the effectiveness of these. This must include procedures for:

Retail Academy

You must not provide gambling facilities that appeal to children or young people nor allow your shop to be associated with youth culture.

What does the LCCP mean to you?

Retail Academy

You must not provide gambling facilities that appeal to children or young people nor allow your shop to be associated with youth culture.

You must refuse service to any adults accompanied by a child or young person or attempting to place bets you suspect to be for a child or young person.

What does the LCCP mean to you?

You must not provide gambling facilities that appeal to children or young people nor allow your shop to be associated with youth culture.

You must refuse service to any adults accompanied by a child or young person or attempting to place bets you suspect to be for a child or young person.

You must take all reasonable steps to ensure you understand your responsibilities for preventing underage gambling and understand the requirements on returning stakes and not paying any winnings to suspected underage customers.

What does the LCCP mean to you?

Retail Academy

You must not provide gambling facilities that appeal to children or young people nor allow your shop to be associated with youth culture.

You must refuse service to any adults accompanied by a child or young person or attempting to place bets you suspect to be for a child or young person.

You must take all reasonable steps to ensure you understand your responsibilities for preventing underage gambling and understand the requirements on returning stakes and not paying any winnings to suspected underage customers.

You must only accept forms of identification that contain- a photograph - date of birththis must be valid, in date and legible with no signs of being tampered with.

What does the LCCP mean to you?

Betfred accepts:

• ID with The Pass Hologram such as Citizen Card ID Training

• Passport
• Photo Card Driving Licence (full or provisional)

• If you have any concerns ask the customer to leave and contact your Area Team or the Compliance Team. If you experience repeat offenders of an adult being accompanied by a child or a young person or an adult placing bets for a child (U18), contact your Area Manager or the Compliance Team for guidance. As a licensee we will consider permanent exclusion, verbal warnings, reporting the offence to the Gambling Commission and also contacting the Police. Click next to see some sample ID's.

What do we accept as proof of ID?

Retail Academy

Passport

Drivers License

Provisional Drivers License

UK Citizen Card

Click Here to read the UK Governments advice for ensuring ID documents are genuine

Army Identity Card

Perception Quiz

Key Objective of the Gambling Commission'To Protect Children and Other Vulnerable Persons From Being Harmed or Exploited By Gambling'

The next slide contains a fun 'guess the age' style quiz. As you may find out perception can often be far from reality. Few people manage to answer all questions correctly on their first attempt. Everyone's perception of age is different, one person may look at someone and believe that person to look around the age of 18, another person may look at the same person and believe that person to look around the of 22, neither perception is incorrect, but you may have to adapt your own perception to assure you are requesting ID from the right people. Please find a copy of the slide from you induction which shares further thoughts on perception:

Perception Slide

complete the quiz here

If every person who was in your school year got together for a reunion tomorrow, would they all look the same age? If two poeple were put in separate rooms, shown images of each of these people and asked to write down what we believed their ages to be, would we have matching answers?

If any YOUNG STRANGER enters any of our betting shops, we must approach them immediately, be discreet and politely ask them to verify their age.

PERCEPTION MATTERS

Answer: Extremely unlikely.

Answer: Again, extremely unlikely.

Perception Quiz

Key Objective of the Gambling Commission'To Protect Children and Other Vulnerable Persons From Being Harmed or Exploited By Gambling'

The next slide contains a fun 'guess the age' style quiz. As you may find out perception can often be far from reality. Few people manage to answer all questions correctly on their first attempt. Everyone's perception of age is different, one person may look at someone and believe that person to look around the age of 18, another person may look at the same person and believe that person to look around the of 22, neither perception is incorrect, but you may have to adapt your own perception to assure you are requesting ID from the right people. Please find a copy of the slide from you induction which shares further thoughts on perception:

complete the quiz here

A

C

B

A

C

B

A

A

A

C

C

B

C

B

B

Perception Quiz

How old is this person?

18

21

26

How old is this person?

17

19

22

How old is this person?

21

23

24

How old is this person?

18

23

21

How old is this person?

19

23

25

Click on the letter that you think represents the persons age

Incorrect. Please Try Again!

Correct. Well Done!

Incorrect. Please Try Again!

Incorrect. Please Try Again!

Incorrect. Please Try Again!

Correct. Well Done!

Incorrect. Please Try Again!

Incorrect. Please Try Again!

Correct. Well Done!

Correct. Well Done!

Incorrect. Please Try Again!

Incorrect. Please Try Again!

Incorrect. Please Try Again!

Correct. Well Done!

Incorrect. Please Try Again!

Gambling Act 2005

As an employee in a licensed betting premises you are at risk of committing a criminal offence as follows:(1) A person commits an offence if they invite, cause or permit a child or young person to gamble. (2) A person commits an offence if they invite or permit a child or young person to enter the premises. The Think 21 policy is just one tool the company has to assist you in meeting these legal requirements.

Retail Academy

How do we protect the young and vulnerable?

Let’s start with our historical performance. High street betting operators have to provide evidence to the Gambling Commission that they comply with company policy and procedures to protect the young and vulnerable. One of the ways Betfred do this is by employing an external company to conduct age verification tests (AVT) in our shops. At present we use a company called Serve Legal to do this.Having reviewed our AVT results, there are some common themes contributing to failed AVTs. Please click next to discover what these are.

Retail Academy

How do we protect the young and vulnerable?

Retail Academy

Click each '?' to see what errors have been made in the past.

How do we protect the young and vulnerable?

Retail Academy

Staff guessing a person is over 18 and not thinking 21!

Staff guessing a person is over 18 and not thinking 21!

Staff guessing a person is over 18 and not thinking 21!

Click each '?' to see what errors have been made in the past.

How do we protect the young and vulnerable?

Retail Academy

Not making eye contact with customers as they enter the shop

Staff guessing a person is over 18 and not thinking 21!

Click each '?' to see what errors have been made in the past.

How do we protect the young and vulnerable?

Retail Academy

Not making eye contact with customers as they enter the shop

Staff guessing a person is over 18 and not thinking 21!

Younger team members thinking they look older than themselves so must be old enough

Click each '?' to see what errors have been made in the past.

How do we protect the young and vulnerable?

Retail Academy

Not making eye contact with customers as they enter the shop

Staff guessing a person is over 18 and not thinking 21!

Younger team members thinking they look older than themselves so must be old enough

Not having a member of the team on the shop floor hosting

Click each '?' to see what errors have been made in the past.

How do we protect the young and vulnerable?

Retail Academy

Not making eye contact with customers as they enter the shop

Staff guessing a person is over 18 and not thinking 21!

Not having a member of the team on the shop floor hosting

Not being aware of the young customers on the shop floor

Younger team members thinking they look older than themselves so must be old enough

Click each '?' to see what errors have been made in the past.

TOP TIP: If a customer is a stranger and they look young, don’t guess their age go out and ask them to prove it!

“He looked old enough to me”

“I didn’t see them come in”

“I thought they were over 18”

“I asked my duty manager how old they thought the customer was”

“They came in with an older person”

None of the above are reasonable or acceptable for failing to ask a young person to prove their age. Consider the risk these assumptions pose to the customer, yourself and the business. Think about what actions you could take to minimise that risk and you will greatly improve your capability to challenge any young persons for ID.

Company Support

By working together we are better placed to meet our responsibilities to protect young people from gambling related harm. Any AVT failure must be investigated to protect young people, the company and our licences. Betfred will:

• Ensure all new starters receive induction training covering age verification tests
• Deliver refresher training for all staff
• Allow you to raise any concerns with the Area Team or ask the compliance department a question. To do this click this symbol or visit the compliance portal.
• Provide clear marketing to support your efforts

• Assess you and your team through external age verification testing
• Recognise and reward good performance
• Thoroughly investigate all AVT failures and provide further training

Retail Academy

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Never accept the word of another as proof of age verification

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Never accept the word of another as proof of age verification

Log all your challenges on the Portal.

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Never accept the word of another as proof of age verification

Log all your challenges on the Portal.

Report any claims of underage gambling made to you to your Area Manager and the Compliance Department immediately the claim is made

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Never accept the word of another as proof of age verification

Log all your challenges on the Portal.

Report any claims of underage gambling made to you to your Area Manager and the Compliance Department immediately the claim is made

Ensure your shop has all the necessary U18 and think 21 signage, forms and leaflets

Your Responsibilities

Challenge everyone who appears young in a polite and friendly manner

Make customers who have no ID aware that they are more than welcome to come back with acceptable ID

Be aware of and understand the licence condition to protect the young and vulnerable

Be 100% compliant with the policy, procedures and the law as highlighted in this training

Think 21 at all times – if they appear young, ask them to prove they are 18

Ask people to leave who cannot provide satisfactory ID. Once you have asked there is NO turning back. If they have no ID they must be asked to leave

Work as a team and support your colleagues. It is the responsibility of ALL staff to be compliant with the Think 21 policy

Report any concerns you have about anything which makes compliance with this policy difficult for you

Support new starters to understand their responsibility, to be confident to challenge and test them

Floor walk/Host throughout the day in line with the area strategy

Never accept the word of another as proof of age verification

Log all your challenges on the Portal.

Report any claims of underage gambling made to you to your Area Manager and the Compliance Department immediately the claim is made

Ensure your shop has all the necessary U18 and think 21 signage, forms and leaflets

Read all Compliance Newsletters and complete all training refreshers as and when you are notififed to do so

You are the most important person in enforcing the THINK 21 policy to protect young people, yourself and the company. You must know and accept your responsibilities. If you need help... ASK. The company is committed to supporting your efforts.REMEMBER it is the responsibility of EVERY member of staff to challenge customers who appear young. DO NOT leave it to someone else.

Your Responsibilities

Retail Academy

To be used when a customer can verify they are old enough to gamble legally.

Challenge - Customer had ID

Retail Academy

To be used when a customer cannot verify they are not old enough to gamble legally. Under no circumstances should they be allowed to gamble or remian on the premises.

No ID - Did Not Gamble

To be used if a customer gambles before you have requested that they verify their age. It is important that we record that we challenged them at the earliest oppurtunity.

No ID - Did Gamble

To be used if a customer enters the shop with anyone believed to be underage. It is important that we do not serve them and that they and any minors leave the shop immediately.

The exclusion of an individual bringing minors into a shop

Reporting and Recording

REMEMBER: It should always be the team member who requested to see ID that is named on the portal entry.

Recording, Reporting & Support

Retail Academy

Challenge for I.D SRR

Monthly Compliance Audit

All Other SRR

Serve Legal Results

Ask the Compliance Team a Question

Compliance Newsletters

Further Compliance Training

Compliance Dept Advice Line: 01925 288545

Training sign off

Training Sign Off

Thank you for taking the time to complete this training. You should refresh your knowledge on Age Verification every 12 months. If you have any further queries please contact a member of your Area Team. Click on the button below to complete the sign off for this training.

Retail Academy

Training sign off