General Administration

1. What program(s) do I need for my position(s)?

Click here to see the SMART Training requirements for your position(s).

2. How much time does it take to complete the ProServe program?

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?

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.

4. Who should a participant notify regarding a change of address?

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.

5. Can a participant obtain a replacement card?

Cards that need to be replaced due to loss, damage or theft can be ordered online if there is no change to the worker's name. If a new card is needed because of a name change, please call the SMART Training office for help.

The cost of each replacement card is $10.50 (includes GST). This fee also applies to cards ordered because of a change of name.

Payment can be made online by Visa, MasterCard, or American Express. Payment by cheque or money order (payable to Alberta Gaming and Liquor Commission) must include the purchase summary sheet and be mailed or delivered to:

  • SMART Training Office
    c/o Alberta Gaming and Liquor Commission - Head Office
    50 Corriveau Avenue
    St. Albert, Alberta T8N 3T5

Cards will not be issued until approved payment has been received. Orders with outstanding payments will be cancelled if payment has not been received within 30 days of the order date. Please allow at least two weeks for your card to be issued and mailed to the address on your account.

Temporary proof of certification can also be printed from your account. You must sign in to view and print your temporary card.

Registrants who need help can contact the SMART Training office Mondays through Fridays, between 8:15 am and 4:00 pm. Toll-free in Alberta, please call 1-877-436-6336. The office is closed statutory holidays and from Christmas Day through New Year's Day.

6. Is certification acquired from other provincial training programs recognized in Alberta?

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 for transfer.

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.
    • 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) 651-7626 or scanned and emailed to info@proserve.aglc.ca.

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 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 info@proserve.aglc.ca.

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.

7. Do volunteers and staff working at a special event have to complete this program?

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 Training (AGLC Licensee Handbook, Section 1.6.2b).

As stated in Section 1.6.3 of the AGLC Licensee Handbook, ProServe training is not required for:

  1. 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);
  2. 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; and
  3. 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 fee exemption.

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.

8. Does a participant have to renew his or her certification?

You must maintain certification. Ensure you know the date your current certification expires and plan to become re-certified before that date.

9. My certification has expired. What do I have to do to recertify?

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. There is no charge to take the training.
  • Reel Facts VLT Training can be taken online. 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 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.

Fees

10. How much does it cost to take the ProServe program?

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.

11. What form of payment is accepted by the SMART Training office for ProServe training and materials?

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 card statements.

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 order.

12. What form of payment is accepted by public facilitators of the ProServe program?

Public facilitators are paid directly for delivering facilitated training. Please contact the facilitator for information on acceptable forms of payment.

13. Can a company or participant be invoiced for the program or must payment be made in advance?

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).

14. Will NSF charges be applied for cheques made payable to the Alberta Gaming and Liquor Commission?

Yes - there is a charge of $10.00 for all NSF cheques.

Examination

15. Does the exam have to be supervised?

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 member.

Participants completing the program in a facilitated seminar are supervised by the facilitator who delivered the training.

16. Does the participant receive a passing score or is the test graded as "pass/fail"?

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 temporary card as proof of having completed their training. A link can be found on your Personal Information page for printing off a temporary card.

17. How many questions are on the exam?

There are 35 multiple choice test questions.

18. What is the passing score?

A minimum score of 80% is required to pass.

19. Where can I find information about my exam attempt(s)?

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.

20. After failing the exam, how many times can a participant re-write the test before having to pay and start over?

Online participants have four rewrite opportunities (five test attempts in total) to successfully complete their ProServe training.

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).

21. After failing the exam, is there any time limit between rewrites?

No, but please review the program materials thoroughly before rewriting.

22. How can participants prepare to rewrite?

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.

23. Can someone buy the exam only and share manuals?

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.

24. Who has access to my ProServe results?

In keeping with the Freedom of Information and Protection of Privacy Act (FOIP), exam results are provided to the registrant only.

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 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 directly from the registrant.

Web-based Delivery

25. When writing the exam, can the participant view their answers and make changes to their selections?

Yes, as long as the participant hasn't exited the exam or the program.

26. Can a participant get a replacement password if a previous password was forgotten?

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).

27. Is there a time limit in which the participant must complete the ProServe program before the password expires?

Yes - 30 days. Online program activations older than six months cannot be enabled - the participant must repurchase the program.

28. Is there a time limit on the exam?

Yes - the exam must be completed within 45 minutes.

29. Are there specific computer software systems and browser applications required to run the program online?
Minimum System Requirements:
System Requirements
  • Windows XP and newer, MAC OS 10.3 and newer
  • Internet Explorer 9, Firefox 12, Chrome 18, or Safari 5, and newer
  • Must have Flash version 9 or higher to play the SMART Training videos
  • Adobe Acrobat Reader, free download
  • Sound card and speakers are highly recommended
  • High speed internet is recommended
  • Browsers not listed above may not display content correctly