1. How much time does it take to complete the ProServe program?
2. Why was there a need to harmonize the family of SMART Training
The time commitment required to successfully complete the ProServe course depends on the individual and his/her preferred program delivery method:
- Online training: This method is especially useful for learners with varied schedules or limited transportation. The course typically takes six to eight hours to do. However, participants generally find that time taken to successfully complete the program depends on a number of different factors:
- Comfort with computers and motivation to learn online
- Technical issues:
- Operating system meets minimum system requirements
- Browser compatibility
- Specialized software installed on the computer used by the registrant
- User's personal schedule
- Previous knowledge gained from industry experience
- Time taken to carefully review program information, complete all online exercises, and master the content before taking the exam
- Click here to purchase the ProServe online program for yourself, or to buy online activation tickets for your staff.
- Facilitated training: Approved facilitators conduct seminars in various regions across the province - this method is preferred by participants who learn best in a group setting. ProServe training and testing are delivered in a single day, over a six to eight-hour period, depending on the size of the group. After the session, facilitators submit participant exams to the SMART Training office to be marked and results are mailed out to program participants within two weeks.
- Click here to register for an upcoming ProServe facilitated seminar for yourself, or to buy facilitated activation tickets for your staff.
- Self-directed training: This option is designed for those who would like to learn at home, but may not have access to the Internet. The participant is shipped a manual and DVD, and is required to make arrangements to take the exam under the supervision of an approved proctor. Participants generally find that the time taken to successfully complete the program depends on several factors:
- Registrant's comfort and motivation for independent learning
- User's personal schedule
- Time taken to carefully review program information and master the content before taking the exam
- Successful recruitment of a proctor to supervise the exam
- Time taken to mail the completed test materials back to the SMART Training office for marking
- Click here to purchase the ProServe self-directed program for yourself, or to buy self-directed activation tickets for your staff.
For a successful learning experience, participants are strongly encouraged to complete the training in the format that is best suited to their individual learning styles.
3. How long do employees have to complete their training?
The AGLC offers six programs for training staff in the liquor and gaming industries. Each of these programs currently has
different requirements for when an employee has to complete the training and how long the certificate lasts.
4. When will the changes take effect?
Employees must successfully complete their training within 30 days of the date they were hired. Certification for all SMART
Training programs will be valid for five years.
5. How will the changes affect my current training certificate status?
The changes will take effect on July 1st, 2010.
6. What if I become a new employee just prior to July 1st, 2010? How
long do I have to get my SMART Training?
Your current training certificate expiration requirement will remain the same. Once your old certificate expires, based
on the expiration policy at the time it was issued, the new harmonization changes will become effective.
7. How long does it take to complete the program?
If you are a new employee to the liquor and gaming industry and you have not completed the SMART Training program(s) required
for your position as of July 1st, 2010, you will have 30 days to complete the appropriate SMART programs.
8. Who should a participant notify regarding a change of address?
Participants taking the ProServe online program have 30 days from the date of purchase
to complete their training. Training acquired in a facilitated seminar is delivered in one 6 to 6 1/2 hour training session
(one business day).
All participants are still required to successfully complete their training within 30 days from the date of hire.
9. Can a participant obtain a replacement card or certificate?
Participants can change their address by logging on to their online account and using the "Edit" link to update their personal
and contact information. Participants who completed their courses in a facilitated seminar or via the self-directed route
can fax or email their updated information to the SMART Training office.
Program participants who have recently moved are encouraged to visit their local Canada Post outlet and make arrangements
to have their mail forwarded to their new address.
10. Is certification acquired from other provincial training programs
recognized in Alberta?
Liquor and gaming workers requesting replacement SMART Training certification documents
can order them online from the Personal Information page of the SMART Training account
where the training was taken. A fee of $10.50 (includes GST) is applied to each
new card and certificate order. Replacement cards will not be issued until approved
payment has been received.
Registrants who do not have an online account can download a SMART Training Replacement
Card order form and submit the completed form with their payment. Payments made
with cheques or money orders must be made payable to the Alberta Gaming and Liquor
Commission and submitted to:
- SMART Training Office
c/o Alberta Gaming and Liquor Commission - Head Office
50 Corriveau Avenue
St. Albert, Alberta T8N 3T5
Orders with outstanding payments will be cancelled if payment has not been received within 30 days of the order date.
Temporary proof of certification can be obtained from the Personal Information page
of the account where the training was taken. Registrants must be logged into their
accounts to view their temporary card.
Registrants requiring assistance can contact the SMART Training office Mondays through
Fridays, between the hours of 8:15 am and 4:00 pm. Toll-free in Alberta, please
11. Do volunteers and staff working at a special event have to complete
Responsible liquor service training taken in another Canadian province or territory
may qualify for transfer if it was taken within the last five years.
Programs approved for transfer include the following:
- Serving It Right (British Columbia)
- Serve It Right (Saskatchewan)
- It's Good Business (Manitoba)
- Serving It Safe (Manitoba)
- SMART SERVE (Ontario)
- Service in Action (Quebec)
- It's Good Business (New Brunswick)
- Serve Right - It's Just Good Business (Nova Scotia)
- It's Our Business (Prince Edward Island)
- It's Good Business (Newfoundland and Labrador)
- Be A Responsible Server (Yukon)
Liquor industry workers must apply to the SMART Training office to have certification
from other provincial training programs approved for transfer. Training that was
taken outside of Canada or was completed more than five years ago will not qualify
Liquor industry workers must have a SMART Training account and provide proof
of their responsible liquor service training before certification can be transferred.
- To create a SMART Training account, visit the ProServe website and select
"Register" from the vertical menu. If you need help with this, click
- Include your current and complete mailing address, as well as the licensed company
you will be working for while in Alberta. Apartment residents must include
a unit or suite number as part of the mailing address.
- Program participants who have taken Deal Us In, Reel Facts, ProTect, or A Good Call will
already have a SMART Training account.
- Proof of responsible liquor service training must include:
- A copy of the liquor industry worker's certification or responsible liquor service
online profile (includes registrant's name, certificate number, and program name)
- The date training was successfully completed (often, this is the first six digits
of the certificate number)
- If you do not know your certification date
or if you no longer have a copy of your responsible liquor service training
certificate, please contact the home office in the province where your training was
taken and request a document that verifies the date you successfully completed your
responsible liquor service program.
- Proof of training documentation can be faxed to
the attention of the SMART Training office at (780) 447-7550 or or scanned and emailed to
Certification approved for transfer will be issued for a period of five years from
the date the out of province training was successfully completed. Please allow a
few days for SMART Training staff to make the transfer - temporary proof of certification
is available on the Personal Information page of your SMART Training account as
soon as the transfer is complete.
A wallet-sized ProServe card and certificate
will be sent to the mailing address on the registrant's SMART Training account.
Original documents belong to the registrant; however, proof of training must be
provided to the employer within 30 days of an employee's date of hire.
Liquor industry workers are required to carry their ProServe card on their person
at all times while on shift. Responsible liquor service certification cards from
other provinces or territories will not be accepted by AGLC inspectors in lieu of
ProServe as proof of training.
Additional inquires can be directed to the SMART Training office, Mondays through
Fridays, from 8:15 am to 4:00 pm MST. Toll-free in Alberta, please call 1-877-436-6336.
Liquor industry workers living outside the province of Alberta are invited to email
inquiries to firstname.lastname@example.org.
Equivalency will not be granted for security or responsible gambling programs offered
in other provinces. Please visit
smartprograms.aglc.ca to complete the programs required for your position.
12. Does a participant have to renew his or her certification?
Liquor industry workers selling or serving liquor or providing security services
under the authority of a Special Event Licence Public Resale (Commercial Event)
are required to complete ProServe Liquor Staff
Licensee Handbook, Section 1.6.2b).
As stated in Section 1.6.3 of the AGLC Licensee Handbook, ProServe training is not required for:
- persons involved in the sale or service of liquor while working at public events
where liquor is provided under the authority of a Special Event Licence Public
Resale (Community Event);
- persons involved in the sale or service of liquor at private events where liquor
is provided under the authority of a Private Special Event licence;
- persons involved in the sale or service of liquor at functions where liquor is provided
under the authority of a Class C licence. (Note:
The Board may require staff at a Class C licensed premises to meet
ProServe training requirements if the licensee has been found to violate
the GLA, GLR or Board policies.
ProServe is available to Special Event Public Resale
(Community Event) and Private Special Event Resale/Nonsale licensees
at no charge (AGLC Licensee Handbook, Section
1.6.16). Special Event Public Resale (Commercial Event) licensees
do not qualify for the ProServe
Please contact the SMART Training office for more information. Toll-free in Alberta,
please call 1-877-436-6336 Mondays through Fridays, between 8:15 am until 4:00 pm.
Questions about licensing can be directed to 1-800-272-8876.
13. My certificate has expired. What do I have to do to recertify?
The participant will have to renew their training in 5 years to retain his or her status.
Your recertification options vary, depending on the SMART Training program you wish to take:
- ProServe Liquor Staff Training can be taken online, in a facilitated seminar, or in
a self-directed format (manual and DVD). Fees to take the program will vary, depending on the delivery format taken.
- ProTect Security Staff Training can be taken online or in a facilitated seminar. There
is no charge to take the training.
- Reel Facts VLT Training can be taken online. The self-directed option is available
to liquor licensees who do not have Internet access. There is no charge to take the training.
- Deal Us In Casino Training can be taken in a facilitated seminar or online. There
is no charge to take the training.
- A Good Call Bingo Training can be taken online. There is no charge to take the training.
Individuals who wish to recertify already have a SMART Training account. To re-register, please visit www.smartprograms.aglc.ca, and select the appropriate program. Log on to your account using the same
email address and password you used when you originally took your training, and select your preferred delivery method.
If you cannot access your account online, please contact the SMART Training office during business hours (Mondays through
Fridays, from 8:15 am until 4:00 pm) to arrange for online access. Toll-free, please call 1-877-436-6336.
14. How much does it cost to take the ProServe program?
15. What form of payment is accepted by the SMART Training office
for ProServe training and materials?
ProServe is available online at a cost of $25.00 + GST ($26.25). Click here for more information, or to purchase the online program.
ProServe is also offered in a seminar format, where the program is delivered over a single day by an approved facilitator. The cost of facilitated training is $50.00 + GST ($52.50). ProServe seminars are scheduled in various regions throughout the province. Click here to view the seminars available in a community near you.
Individuals who prefer to learn at home may wish to take the program in a self-study format, which is available for a fee of $50.00 + GST and shipping ($59.06). Click here for more information, or to purchase the self-directed program.
Approved payment must be received by the SMART Training office before program access can be granted.
16. What form of payment is accepted by public facilitators of the
The SMART Training office accepts Visa, MasterCard, American Express, cheques and money orders as payment. Cash is not accepted.
Please note, the use of pre-paid credit cards is not recommended.
ProServe charges will be listed as the Alberta Gaming and Liquor Commission on all credit
Registrants using a credit card belonging to someone other than the participant to pay for
ProServe are advised to provide a receipt to the credit cardholder. Challenged credit card transactions will
result in the participant providing immediate payment to the Alberta Gaming and Liquor Commission in the form of a money
17. Can a company or participant be invoiced for the program or must
payment be made in advance?
Public facilitators are paid directly for delivering facilitated training. Please contact the facilitator for information
on acceptable forms of payment.
18. Will NSF charges be applied for cheques made payable to the Alberta
Gaming and Liquor Commission?
The SMART Training office is unable to issue invoices for the ProServe program or supplementary
materials. Payment must be made in advance. Please contact the SMART Training office for more information (Mondays through
Fridays, from 8:15 am until 4:00 pm).
Yes - there is a charge of $20.00 for all NSF cheques.
19. Does the exam have to be supervised?
20. Does the participant receive a passing score or is the test graded
Yes - participants completing the self-directed (manual and DVD) program must have an AGLC-approved supervisor who is present
during the writing of the exam. The supervisor must be at least 18 years of age, a resident of Alberta, and not a family
Participants completing the program in a facilitated seminar are supervised by the facilitator who delivered the training.
21. How many questions are on the exam?
Participants receive a score - expressed as a percent - for each exam attempt. The score can be viewed by the examinee by
viewing the "Completion Status" page (selected from pop-up menu that appears from the "My Account" tab).
Examinees should provide their employer with a copy of their Personal Information page as temporary proof of having completed
their training, as this page shows the participant's name, SMART Training registration number, course completion and
22. What is the passing score?
There are 35 multiple choice test questions.
23. Where can I find information about my exam attempt(s)?
A minimum score of 80% is required to pass.
24. After failing the exam, how many times can a participant re-write
the test before having to pay and start over?
To maintain the integrity and quality of the SMART Training programs, test questions and answers are not released to program participants.
You can access information about your test attempt(s) on the Completion Status page of your account. Just click on the exam score to see the breakdown of scores by category, as well as additional exam information.
It is recommended that all participants review those areas of the program where errors were made before reattempting the exam.
25. After failing the exam, is there any time limit between rewrites?
Online participants have four rewrite opportunities (five test attempts in total) to successfully complete their
Individuals who took ProServe in a facilitated seminar may attend the entire session
and rewrite their exam within three months before being required to pay again for the training.
Rewrites can also be completed under the supervision of an AGLC-approved proctor. Please contact the SMART Training office
for more information at 1-877-436-6336 (Mondays through Fridays, from 8:15 am until 4:00 pm).
26. How can participants prepare to rewrite?
No, but please review the program materials thoroughly before rewriting.
27. Can someone buy the exam only and share manuals?
Carefully review all of the information in the Participant Manual or online course material.
If the participant attended a ProServe seminar, he or she can attend a second seminar
within three months of the first session at no charge. After three months, the participant will have to pay to attend the
entire session. Rewrite participants are asked to advise the facilitator in advance that they are rewriting the exam.
28. Who has access to my ProServe
No, each time the exam is written, the full participant price must be paid. The manuals include areas for exercises and
notes, and are designed as a resource. All SMART Training program materials and logos are protected by copyright, and are
trademarked by the Government of Alberta. Participants are not permitted to photocopy the exam or manual.
In keeping with the Freedom of Information and Protection of Privacy Act (FOIP), exam results are provided to the registrant
Original certification documents belong to the individual participant who completed the training program(s); participants
are required to provide their employer with a photocopy of their card or certificate as proof that their certification is
current and valid.
All third parties and facilitators interested in a registrant's completion status should request a photocopy of the card
or certificate directly from the registrant.
29. When writing the exam, can the participant view their answers
and make changes to their selections?
30. Can a participant get a replacement password if a previous password
Yes, as long as the participant hasn't exited the exam or the program.
31. Is there a time limit in which the participant must complete the
ProServe program before the password expires?
Yes, you may request your password to be sent to your email address here.
If you do not receive your password, please call the SMART Training office at 1-877-436-6336 (Mondays through Fridays, from
8:15 am until 4:00 pm).
32. Is there a time limit on the exam?
Yes - 30 days. Online program activations older than six months cannot be enabled - the participant must repurchase the
33. Are there specific computer software systems and browser applications
required to run the program online?
Yes - the exam must be completed within 45 minutes.
Minimum System Requirements: