Operational Management Plan - 5 Opal St, Cooroy - Crackerjack

Page 2

   3.​ Formalise clear procedures for staff across noise, safety, waste, complaints, and
       emergencies.​

   4.​ Demonstrate Crackerjack’s commitment to operating as a family-friendly,
       community-conscious venue.​

   5.​ Support long-term coexistence with nearby residential neighbours while
       sustaining the venue’s primary recreational function as a bowls club.​




Scope and Application
This OMP applies to:

   ●​ All staff and contractors working at Crackerjack.​

   ●​ All operational areas, including:​

          ○​ Indoor dining, kitchen, and bar.​

          ○​ Bowling green and recreational areas.​

          ○​ Outdoor dining and playground (western side only).​

          ○​ Service/delivery/storage areas (eastern side).​

          ○​ Small-batch distillery.​

   ●​ All patrons and visitors, including during special events, barefoot bowls, and
      functions.​


This plan is binding on all staff and enforced through induction training, refresher
training, and regular audits.




Compliance and Continuous Improvement
   ●​ Crackerjack will ensure compliance with:​

Page 3

          ○​ Liquor Act 1992 and Regulation 2002.​

          ○​ Noosa Plan 2020 zoning and code outcomes.​

          ○​ Conditions of the venue’s liquor licence.​

          ○​ Commitments outlined in the RAMP.​

   ●​ The OMP will be reviewed annually by venue management.​

   ●​ Quarterly reviews will be undertaken focusing on:​

          ○​ Community feedback and complaint registers.​

          ○​ Noise monitoring logs.​

          ○​ Audit results for waste, safety, and staff conduct.​

   ●​ The updated plan will be circulated to staff and made available to Council upon
      request.​




1. Noise Mitigation and Management Protocols
Noise management is the most critical element of this OMP, directly addressing the
concerns of nearby residents, particularly those adjoining the eastern boundary at 11
Opal Street. Crackerjack recognises its responsibility to ensure that operational noise
does not unreasonably impact residential amenity.

1.1 Eastern Boundary Controls

   ●​ Patron Access: The eastern courtyard is permanently de-licensed and
      inaccessible to patrons. Signage and physical barriers will be maintained.​

   ●​ Use of Area: Designated for deliveries, goods storage, and staff-only access.​

   ●​ Refrigeration Units: Plant noise will be managed as follows:​

          ○​ Ongoing compliance checks against the Environmental Protection (Noise)
             Policy 2019.​

Page 4

        ○​ Acoustic shielding and enclosures fitted where necessary.​

        ○​ Maintenance contracts to ensure all equipment operates efficiently and
           quietly.​

        ○​ Quarterly noise audits of refrigeration units conducted by management.​


1.2 Bin and Bottle Disposal

  ●​ Restricted Times: Bin movements and bottle disposal prohibited after 9pm.​

  ●​ Procedures:​

        ○​ Staff to use plastic liners in bottle bins to reduce glass-on-glass impact.​

        ○​ Bins to be wheeled quietly, avoiding dragging or tipping near residential
           areas.​

  ●​ Collection:​

        ○​ Waste collection scheduled between 7am–6pm only.​

        ○​ Contractor briefed on noise minimisation expectations.​


1.3 Staff Pack-Down Procedures

  ●​ Quiet Pack-Down Policy:​

        ○​ No amplified music during clean-up.​

        ○​ Staff to use low voices, with specific training on respect for neighbours.​

        ○​ All external doors and windows to remain closed during clean-up.​

        ○​ Closing duties near the eastern boundary minimised after 9pm.​

  ●​ Accountability:​

        ○​ Duty Manager responsible for enforcing protocols.​

        ○​ Random spot checks carried out by senior staff.​

Page 5

1.4 Music and Amplification

  ●​ Indoor Music:​

        ○​ Background music only, maintained below 85dB(C) inside.​

        ○​ Monitored hourly by Duty Manager using calibrated sound meter.​

  ●​ Outdoor Music:​

        ○​ No outdoor amplified entertainment.​

        ○​ Ambient background only, directed away from residences.​

  ●​ Closing Procedures:​

        ○​ Music volume lowered gradually during the last 30 minutes of trade.​


1.5 Noise Monitoring

  ●​ Hourly Checks: Duty Manager to complete perimeter walk every hour during
     evening trade.​

  ●​ Noise Log: All checks recorded in a Noise Monitoring Log (Appendix A
     template).​

  ●​ Complaints: Immediate investigation if a complaint is received.​

  ●​ Independent Review: Annual acoustic review commissioned by venue to verify
     compliance.​


1.6 Patron Behaviour

  ●​ Signage: Displayed throughout the venue reminding patrons to respect
     neighbours and keep noise to a minimum.​

  ●​ Staff Direction: Staff trained to remind patrons to lower voices when leaving.​

  ●​ Dispersal: Staggered exit strategy implemented, with staff present at exits to
     manage noise.​


1.7 Community Engagement

Page 6

   ●​ Complaints Hotline: Monitored by Duty Manager during operational hours.​

   ●​ Complaint Response:​

          ○​ Logged immediately.​

          ○​ Investigated within 7 days.​

          ○​ Complainant contacted with outcome.​

   ●​ Quarterly Meetings: Offered to local residents to provide updates on operations
      and listen to feedback.​




2. Safety and Security Measures
Ensuring the safety and security of patrons, staff, and the surrounding community is
central to Crackerjack’s operations. Measures are designed to protect individuals,
reduce risks, and align with obligations under the RAMP, Liquor Act 1992, and Council
expectations.

2.1 Staffing and RSA Compliance

   ●​ RSA Obligations:
        ○​ All staff serving liquor must hold a current RSA certificate.
        ○​ At least one Approved Manager (RMLV accredited) rostered during all
           licensed hours.
   ●​ Manager Responsibilities:
        ○​ Oversee RSA compliance.
        ○​ Respond to incidents of intoxication or disorderly behaviour.
        ○​ Ensure no service to minors, intoxicated, or quarrelsome patrons.

2.2 Security Arrangements

   ●​ Functions and Events:
         ○​ Security assessed for each event (e.g., Melbourne Cup, major bowls
            competitions).
         ○​ Licensed crowd controllers engaged where higher risk anticipated.
   ●​ Protocols:
         ○​ Crowd controllers to hold RSA and be identifiable by uniform.
         ○​ Security briefed on “Quiet Dispersal” expectations for closing.

Page 7

2.3 CCTV and Surveillance

   ●​ Coverage:
         ○​ Entrances and exits.
         ○​ Bar and dining areas.
         ○​ Bowling green boundary.
         ○​ Eastern delivery courtyard.
   ●​ Retention:
         ○​ Footage stored securely for 28 days.
   ●​ Monitoring:
         ○​ Duty Manager reviews during operating hours.
         ○​ Footage reviewed for any complaints, incidents, or RSA concerns.

2.4 Lighting for Safety

   ●​ Entry/Exit Points: Well-lit to ensure safety and discourage antisocial behaviour.
   ●​ Car Park and Walkways: Shielded, downcast lighting provided.
   ●​ Eastern Courtyard: Motion-sensor lighting only, to reduce light pollution for
      neighbours.

2.5 Patron Safety

   ●​ Transport:
         ○​ Staff assist in booking taxis/ride-shares.
         ○​ Designated waiting area provided away from eastern residences.
   ●​ Designated Safe Area:
         ○​ Indoor space set aside for patrons awaiting transport or requiring
            assistance.
         ○​ Staff trained to provide water, monitor behaviour, and seek help if
            necessary.

2.6 Incident Response Protocols

   ●​ Behavioural Issues:
        ○​ Zero-tolerance for violence or aggression.
        ○​ Disorderly patrons refused service, removed from premises, and logged.
   ●​ Escalation:
        ○​ If unmanageable, Queensland Police contacted immediately.
   ●​ Recording:
        ○​ All incidents recorded in Incident Register with time, date, nature, and
            action taken.

2.7 Security Audits and Review

   ●​ Monthly Audits:

Page 8

        ○​ CCTV checks.
        ○​ Lighting checks.
        ○​ Review of RSA refusals and incidents.
   ●​ Community Engagement:
        ○​ Liaison with Noosa Police, Liquor Accord, and Council on security issues.
   ●​ Continuous Improvement:
        ○​ Adjust staffing, training, or procedures based on audit outcomes.




3. Crowd Control
Effective crowd control is critical for ensuring the safety, comfort, and orderly behaviour
of patrons, while also protecting the amenity of nearby residents. This section outlines
Crackerjack’s strategies for managing patron numbers, behaviour, and movement
throughout the premises.

3.1 Patron Capacity Management

   ●​ Maximum Capacity:​

          ○​ The venue’s patron capacity is determined by building approvals and fire
             safety regulations.​

          ○​ Capacity limits will be displayed at entry points and monitored by staff
             during trade.​

   ●​ Headcounts:​

          ○​ During peak times, Duty Managers or delegated staff will perform hourly
             headcounts.​

          ○​ Automated counters at entrances may be utilised for efficiency.​

   ●​ Compliance:​

          ○​ Patrons will not be admitted once maximum capacity is reached.​

          ○​ Staff are trained to enforce refusals respectfully and firmly.​


3.2 Entry and Exit Flow Management

Page 9

  ●​ Queuing Areas:​

        ○​ Queues managed with barriers where necessary, ensuring orderly patron
           entry.​

        ○​ Signage placed reminding patrons to keep noise down when waiting.​

  ●​ Multiple Access Points:​

        ○​ Where feasible, separate entry and exit points will be used to ease
           congestion.​

        ○​ Exits supervised by staff at closing to minimise loitering and noise.​

  ●​ Minor Access:​

        ○​ Minors permitted in accordance with licence conditions.​

        ○​ Staff trained to monitor minors and ensure no alcohol is served to them.​


3.3 Staggered Departure Strategy

  ●​ Closing Routine:​

        ○​ Music volume lowered incrementally 30 minutes before closing.​

        ○​ Lights gradually dimmed to signal winding down of service.​

  ●​ Patron Dispersal:​

        ○​ Staff positioned at exits to encourage patrons to leave quietly and steadily.​

        ○​ Groups dispersed in small numbers to avoid noise build-up.​

  ●​ Transport Coordination:​

        ○​ Staff assist patrons with taxis and ride-shares.​

        ○​ Designated waiting zone located away from eastern boundary residences.​


3.4 Monitoring Patron Behaviour

Page 10

  ●​ Floor Staff and Security:​

        ○​ Staff positioned in high-traffic areas to manage flows and detect disruptive
           behaviour.​

        ○​ Security deployed during functions or higher-risk periods.​

  ●​ Behavioural Guidelines:​

        ○​ Clear signage within venue outlining expected behaviour.​

        ○​ Patrons acting in a quarrelsome or disorderly manner may be removed in
           line with RSA protocols.​


3.5 Functions and Special Events

  ●​ Event-Specific Plans:​

        ○​ Risk assessments prepared for major functions or events.​

        ○​ Additional staff/security rostered based on expected numbers.​

        ○​ Temporary barriers used to manage queues and crowd flows.​

  ●​ Coordination with Authorities:​

        ○​ For larger events, local police and Council may be notified in advance.​


3.6 Emergency Crowd Management

  ●​ Evacuation Procedures:​

        ○​ Evacuation maps displayed at exits and key points.​

        ○​ Staff trained as fire wardens and evacuation marshals.​

  ●​ Emergency Drills:​

        ○​ Fire and evacuation drills conducted quarterly.​

        ○​ Staff rotated through roles to ensure broad familiarity.​

Page 11

3.7 Post-Event and Late-Night Management

   ●​ After Closing:​

          ○​ Staff remain at exits until all patrons have departed.​

          ○​ Patrons loitering or engaging in noisy behaviour directed away.​

   ●​ Review:​

          ○​ Post-event debriefing undertaken to review effectiveness of crowd
             management.​

          ○​ Incident logs reviewed monthly to identify patterns and required
             improvements.​




4. Lighting
Proper lighting management is essential to ensure the safety of patrons and staff, deter
antisocial behaviour, and minimise impacts on nearby residential neighbours.
Crackerjack’s lighting plan balances operational safety with sensitivity to the
surrounding environment.

4.1 Security and Safety Lighting

   ●​ Entry and Exit Points:​

          ○​ All entrances and exits illuminated with shielded, downcast lighting to
             provide safe access.​

          ○​ Lights positioned to avoid glare or light spill into nearby residential
             properties.​

   ●​ Walkways and Carpark:​

          ○​ Pathways and parking areas are lit with low-level bollard or pole lighting.​

          ○​ Lighting levels compliant with Workplace Health and Safety (WHS)
             standards.​

Page 12

  ●​ Bowling Green:​

        ○​ Only task-specific lighting used during events or maintenance.​

        ○​ No permanent floodlighting directed towards residential boundaries.​


4.2 Eastern Boundary

  ●​ Restricted Lighting:​

        ○​ Motion-sensor security lights only in eastern courtyard and service areas.​

        ○​ Lights activate only when staff or delivery drivers access the area.​

  ●​ Light Spill Prevention:​

        ○​ Fixtures angled downwards to avoid light trespass into 11 Opal Street
           residences.​

        ○​ Automatic timers ensure lights deactivate outside service hours.​


4.3 Outdoor Patron Areas (Western Side)

  ●​ Ambient Lighting:​

        ○​ Warm, low-intensity lighting installed in outdoor dining and playground
           areas.​

        ○​ Dimmers used to reduce brightness progressively through the evening.​

  ●​ Directional Fixtures:​

        ○​ Lights targeted towards seating areas only.​

        ○​ No direct line-of-sight to neighbouring properties.​


4.4 Emergency Lighting

  ●​ Exit Lighting:​

        ○​ Emergency lights provided at all exits, pathways, and stairwells.​

Page 13

        ○​ Maintained and tested monthly in accordance with fire safety standards.​

  ●​ Backup Systems:​

        ○​ Battery backup installed to ensure operation during power outages.​


4.5 Energy Efficiency and Environmental Sensitivity

  ●​ LED Technology:​

        ○​ Energy-efficient LED fittings used throughout the venue.​

  ●​ Timers and Sensors:​

        ○​ Automatic timers programmed to switch off non-essential lighting outside
           operating hours.​

        ○​ Sensors used in staff-only areas to minimise unnecessary energy use.​


4.6 Monitoring and Review

  ●​ Weekly Checks:​

        ○​ Staff conduct weekly perimeter inspections to ensure lighting operates
           correctly and does not spill into residential areas.​

  ●​ Complaints Handling:​

        ○​ Any lighting complaints from neighbours logged in the Complaint Register.​

        ○​ Adjustments made promptly to address concerns.​

  ●​ Annual Review:​

        ○​ Lighting system reviewed annually for compliance with Council standards
           and technological improvements.​




5. Waste Management and Collection

Page 14

Effective waste management is critical to maintaining hygiene, minimising
environmental impact, and reducing amenity concerns such as noise and odour for
neighbouring residents. Crackerjack has implemented a comprehensive waste
management system designed to address these obligations.

5.1 Waste Segregation

   ●​ Three-Bin System:​

         ○​ General Waste: Non-recyclable material.​

         ○​ Recycling: Glass, cardboard, plastics, and metals.​

         ○​ Organic Waste: Food scraps and compostable items.​

   ●​ Bin Locations:​

         ○​ Strategically placed in staff-only areas including the kitchen, bar, and
            service courtyard.​

         ○​ Clearly labelled signage provided to reduce risk of contamination between
            waste streams.​


5.2 Noise Minimisation

   ●​ Restricted Movement Times:​

         ○​ Bottle and bin disposal restricted to 7:00am–9:00pm.​

         ○​ No waste movements after 9pm to reduce late-night noise disturbance.​

   ●​ Procedures:​

         ○​ Plastic liners used in bottle bins to reduce glass-on-glass noise.​

         ○​ Staff trained to wheel bins quietly, avoiding dragging across concrete
            surfaces.​


5.3 Collection Schedule

   ●​ Commercial Contractor:​

Page 15

         ○​ Waste collection contracted to occur between 7:00am–6:00pm only.​

         ○​ Contractor briefed on minimising idling noise and avoiding early morning
            collections.​

   ●​ Recycling and Organics:​

         ○​ Collected separately to improve diversion from landfill.​

         ○​ Data on recycling volumes maintained for environmental reporting.​


5.4 Storage and Hygiene

   ●​ Designated Storage Area:​

         ○​ Enclosed, ventilated, and drained to prevent odour build-up.​

         ○​ Located in eastern courtyard, away from patron areas and screened from
            neighbours.​

   ●​ Pest Prevention:​

         ○​ Rodent-proof bins with sealed lids provided.​

         ○​ Monthly pest control inspections conducted.​

   ●​ Cleaning:​

         ○​ Waste area washed and disinfected weekly.​


5.5 Staff Responsibilities

   ●​ Induction Training:​

         ○​ All staff trained in waste segregation and minimisation.​

   ●​ Daily Checks:​

         ○​ Duty Manager to inspect waste area at end of trade.​

   ●​ Monthly Audits:​

Page 16

        ○​ Review of waste volumes, segregation accuracy, and hygiene standards.​


5.6 Waste Minimisation Strategies

  ●​ Reduction of Single-Use Plastics:​

        ○​ Biodegradable takeaway packaging used where practical.​

        ○​ Plastic straws and stirrers eliminated.​

  ●​ Food Waste Reduction:​

        ○​ Portion control practices implemented.​

        ○​ Unsold food where suitable redirected to staff or community groups.​

  ●​ Recycling Engagement:​

        ○​ Staff encouraged to identify recyclable materials.​

        ○​ Venue participates in Container Refund Scheme (CRS).​


5.7 Monitoring and Review

  ●​ Complaints:​

        ○​ Any odour or waste-related complaints logged in Complaint Register and
           investigated.​

  ●​ Audits:​

        ○​ Waste management system reviewed quarterly to identify improvements.​

  ●​ Community Engagement:​

        ○​ Information on Crackerjack’s recycling and sustainability efforts shared
           with community to demonstrate proactive environmental responsibility.​




6. Complaint Procedures

Page 17

Managing complaints effectively is vital to maintaining strong community relations and
ensuring Council and licence compliance. Crackerjack has established a clear,
transparent system to receive, investigate, and resolve complaints, particularly in
relation to noise and amenity.

6.1 Commitment

   ●​ Crackerjack is committed to:​

          ○​ Treating all complaints seriously, respectfully, and confidentially.​

          ○​ Investigating and resolving complaints promptly.​

          ○​ Keeping accurate records of all complaints and actions taken.​


6.2 Staff Training

   ●​ Induction:​

          ○​ All staff trained in complaint handling during induction.​

          ○​ Training covers importance of professional communication, active
             listening, and de-escalation.​

   ●​ Ongoing:​

          ○​ Refresher training every six months to ensure consistency.​


6.3 Lodging a Complaint

   ●​ Methods Available:​

          ○​ Dedicated phone line to Duty Manager during operational hours.​

          ○​ Direct email address for complaints.​

          ○​ Onsite verbal complaint to staff.​

   ●​ Public Display:​

          ○​ Contact details for complaints displayed at entry points and on the venue
             website.​

Page 18

6.4 Complaint Logging

  ●​ Register:​

        ○​ All complaints recorded in a Complaint Register (digital log).​

  ●​ Details Captured:​

        ○​ Date and time complaint received.​

        ○​ Name and contact details of complainant (where provided).​

        ○​ Nature of complaint (e.g., noise, lighting, waste, behaviour).​

        ○​ Location and time of alleged issue.​

        ○​ Staff member recording the complaint.​

        ○​ Immediate action taken.​


6.5 Response Protocol

  ●​ Immediate Acknowledgement:​

        ○​ Staff acknowledge complaint respectfully and advise it will be investigated.​

  ●​ Investigation:​

        ○​ Duty Manager investigates complaint as soon as practicable.​

        ○​ Noise checks, CCTV review, or staff interviews conducted as relevant.​

  ●​ Corrective Action:​

        ○​ Immediate steps taken if a breach is identified (e.g., adjusting music
           levels, staff reminder, moving bins).​

  ●​ Communication with Complainant:​

        ○​ Complainant contacted within 7 days with findings and actions.​

        ○​ All correspondence logged in register.​

Page 19

6.6 Escalation

  ●​ Unresolved Complaints:​

        ○​ Escalated to Venue Manager for further investigation.​

  ●​ Persistent Issues:​

        ○​ If repeated complaints arise, management will review procedures,
           increase monitoring, or introduce further mitigation.​

  ●​ External Engagement:​

        ○​ Where required, Council or Police may be consulted to ensure
           transparency.​


6.7 Noise-Specific Complaints

  ●​ Integration with Noise Management Plan:​

        ○​ Noise complaints immediately trigger perimeter checks and sound level
           readings.​

        ○​ Findings recorded in Noise Monitoring Log and Complaint Register.​

  ●​ Preventative Adjustment:​

        ○​ If noise is approaching limits, corrective action taken before further
           breaches occur.​


6.8 Vexatious or Repetitive Complaints

  ●​ Professional Handling:​

        ○​ All complaints logged, even if perceived to be vexatious.​

  ●​ Review:​

        ○​ History of complaints considered; mediation with community or Council
           sought if patterns emerge.​


6.9 Community Engagement

Page 20

   ●​ Quarterly Meetings:​

          ○​ Venue invites nearby residents to meet with management quarterly to
             discuss concerns.​

   ●​ Feedback Mechanisms:​

          ○​ Feedback form available on the venue website.​

          ○​ Suggestions and positive feedback also logged for review.​


6.10 Monitoring and Review

   ●​ Monthly Review:​

          ○​ Management reviews Complaint Register monthly to identify recurring
             issues.​

   ●​ Annual Report:​

          ○​ Summary of complaints and actions presented in annual OMP review.​




7. Emergency and Incident Management
Effective emergency and incident management procedures are essential to safeguard
patrons, staff, and the community. Crackerjack’s approach is proactive, structured, and
compliant with workplace health and safety (WHS) legislation, fire safety codes, and
RAMP obligations.

7.1 Emergency Response Planning

   ●​ Evacuation Plan:​

          ○​ Clearly marked exits throughout the premises, including indoor dining,
             outdoor areas, and the bowling green.​

          ○​ Designated assembly points located away from the building, with signage.​

Page 21

         ○​ Evacuation maps displayed at entrances, bar areas, restrooms, and staff
            service points.​

   ●​ Roles and Responsibilities:​

         ○​ Fire Wardens appointed among staff to lead evacuations.​

         ○​ Duty Manager to act as Incident Controller during emergencies.​

         ○​ Staff allocated roles (evacuation guides, first aid, communication).​

   ●​ Frequency of Drills:​

         ○​ Evacuation drills conducted every three months.​

         ○​ Annual scenario-based emergency exercise involving fire, medical, and
            disorderly conduct scenarios.​


7.2 Incident Reporting and Management

   ●​ Incident Register:​

         ○​ All incidents logged, including:​

                  ■​ Time, date, and location.​

                  ■​ Description of incident.​

                  ■​ Actions taken.​

                  ■​ Names of staff involved.​

                  ■​ Outcome and follow-up required.​

   ●​ Review Process:​

         ○​ Incident Register reviewed weekly by Duty Manager.​

         ○​ Monthly review by Venue Manager to identify patterns and necessary
            procedural changes.​


7.3 Fire Safety

Page 22

  ●​ Equipment:​

        ○​ Smoke detectors, extinguishers, fire hose reels, and exit signs installed.​

        ○​ Equipment tested monthly by staff and annually by licensed contractor.​

  ●​ Wardens:​

        ○​ Fire wardens trained in use of extinguishers and alarm systems.​

        ○​ Responsible for guiding patrons to assembly points.​

  ●​ Housekeeping:​

        ○​ Exits and evacuation paths kept clear at all times.​

        ○​ Kitchen grease traps and ducting cleaned regularly to reduce fire risk.​


7.4 Medical Emergencies

  ●​ First Aid:​

        ○​ First aid kits located in kitchen, bar, staff room, and office.​

        ○​ Contents checked and restocked monthly.​

  ●​ AED:​

        ○​ Automated External Defibrillator (AED) available onsite.​

        ○​ Staff trained in AED use and CPR.​

  ●​ First Aid Officers:​

        ○​ At least one certified first aider rostered every shift.​

        ○​ All medical incidents recorded in Incident Register.​


7.5 Disorderly Conduct and Violence Management

  ●​ Zero-Tolerance Policy:​

Page 23

        ○​ Aggressive or violent behaviour not tolerated.​

        ○​ RSA protocols strictly enforced for intoxicated or quarrelsome patrons.​

  ●​ Procedures:​

        ○​ Staff trained in conflict de-escalation.​

        ○​ Security or Duty Manager to remove disruptive patrons safely.​

        ○​ Police contacted where necessary.​

  ●​ Recording:​

        ○​ All incidents documented in Incident Register.​

        ○​ CCTV footage retained and reviewed.​


7.6 Communication Systems

  ●​ Two-Way Radios:​

        ○​ Provided to Duty Managers and key staff for immediate coordination.​

  ●​ Public Address System:​

        ○​ Used to direct patrons in emergencies.​

  ●​ Emergency Contacts:​

        ○​ List of emergency services and contractors (police, fire, medical,
           electrician, plumber) posted in office and staff areas.​


7.7 Post-Incident Review

  ●​ Debriefing:​

        ○​ Following significant incidents, staff conduct a debrief to evaluate
           response.​

  ●​ Reporting:​

Page 24

          ○​ Incident report prepared by Duty Manager within 24 hours.​

   ●​ Community Engagement:​

          ○​ For incidents affecting neighbours, management will communicate
             corrective actions to residents.​


7.8 Continuous Improvement

   ●​ Annual Review:​

          ○​ Emergency and Incident Management procedures reviewed annually.​

   ●​ Feedback Integration:​

          ○​ Staff, community, and Council feedback incorporated into updates.​




8. Monitoring and Compliance
Ongoing monitoring and compliance are essential to ensure Crackerjack continues to
operate within licensing conditions, community expectations, and Council requirements.
This framework provides a structured approach to audits, reporting, and community
engagement.

8.1 Noise Monitoring

   ●​ Hourly Perimeter Checks:​

          ○​ Duty Manager conducts hourly perimeter checks during evening trade.​

          ○​ Readings logged in Noise Monitoring Log (Appendix A).​

   ●​ Sound Level Monitoring:​

          ○​ Calibrated sound meters used to measure indoor and outdoor music
             levels.​

          ○​ Immediate corrective action taken if approaching compliance thresholds.​

Page 25

  ●​ Annual Review:​

        ○​ Independent acoustic consultant engaged annually to verify compliance
           with Noosa Plan 2020 noise criteria.​


8.2 CCTV and Surveillance Monitoring

  ●​ Coverage:​

        ○​ Entrances, exits, bar, dining, bowling green boundary, and eastern
           courtyard.​

  ●​ Footage Review:​

        ○​ Reviewed following complaints or incidents.​

        ○​ Stored for 28 days and accessible for Council or Police upon request.​

  ●​ Monitoring:​

        ○​ Duty Manager and security staff monitor in real time during peak hours.​


8.3 Staff Compliance Audits

  ●​ Training Records:​

        ○​ All RSA and RMLV certifications maintained in compliance file.​

        ○​ Monthly audit to ensure certifications are current.​

  ●​ Operational Audits:​

        ○​ Monthly review covering:​

               ■​ RSA refusals and intoxication incidents.​

               ■​ Noise monitoring and complaint logs.​

               ■​ Waste handling practices.​

               ■​ Incident Register accuracy.​

Page 26

  ●​ Corrective Actions:​

        ○​ Any deficiencies addressed within 7 days.​

        ○​ Staff retrained or procedures updated as needed.​


8.4 Complaint Register Review

  ●​ Monthly Review:​

        ○​ Venue Manager reviews all complaints monthly to identify patterns.​

  ●​ Reporting:​

        ○​ Summary of complaints and actions included in quarterly management
           meeting.​

  ●​ Transparency:​

        ○​ Information shared with Council if requested and with residents during
           quarterly meetings.​


8.5 Incident Register Review

  ●​ Weekly Review:​

        ○​ Duty Manager reviews all logged incidents weekly.​

  ●​ Trend Identification:​

        ○​ Patterns such as repeated late-night staff noise or recurring neighbour
           complaints flagged.​

  ●​ Management Action:​

        ○​ Adjustments to procedures or rosters implemented to address patterns.​


8.6 Engagement with Authorities and Community

  ●​ Council:​

Page 27

        ○​ Compliance data (noise logs, complaint register, incident reports) provided
           to Council on request.​

  ●​ Liquor Accord:​

        ○​ Active engagement with CALM Noosa Liquor Accord for shared learning
           and compliance improvements.​

  ●​ Residents:​

        ○​ Quarterly meetings offered to maintain transparency and address
           neighbour concerns.​


8.7 Internal Compliance Officer

  ●​ Designation:​

        ○​ Venue Manager acts as Compliance Officer, supported by Duty Managers.​

  ●​ Responsibilities:​

        ○​ Ensure all monitoring tasks completed.​

        ○​ Maintain centralised compliance records.​

        ○​ Report annually to directors and Council if required.​


8.8 Continuous Improvement

  ●​ Quarterly Analysis:​

        ○​ Data from logs and audits analysed to identify improvements.​

  ●​ Annual Review:​

        ○​ OMP updated annually to incorporate operational insights, Council
           feedback, and legislative changes.​

  ●​ Staff Feedback:​

        ○​ Staff encouraged to suggest operational improvements; reviewed monthly.​

Page 28

9. Staff Training and Development
Crackerjack recognises that well-trained staff are central to the successful
implementation of this Operational Management Plan (OMP). A structured training and
development program ensures staff are aware of their responsibilities, confident in their
roles, and capable of maintaining compliance with regulatory requirements and
community expectations.

9.1 Induction Training Program

   ●​ Scope:​

          ○​ All new staff undergo induction during their first week of employment.​

   ●​ Content:​

          ○​ Responsible Service of Alcohol (RSA) obligations.​

          ○​ Overview of the Risk Assessed Management Plan (RAMP).​

          ○​ Noise mitigation protocols, including quiet pack-down and bin restrictions.​

          ○​ Complaint handling and community engagement expectations.​

          ○​ Emergency and evacuation procedures.​

          ○​ Waste management, recycling, and hygiene protocols.​

   ●​ Objective:​

          ○​ Ensure staff understand the venue’s policies, community responsibilities,
             and the importance of respectful conduct at all times.​


9.2 Ongoing Training and Certification

   ●​ RSA and RMLV:​

          ○​ All liquor service staff must maintain current RSA certification.​

          ○​ Approved Managers must maintain current RMLV accreditation.​

Page 29

  ●​ Refresher Training:​

        ○​ Conducted every six months covering RSA, complaint handling, noise
           management, and emergency response.​

  ●​ Specialised Training:​

        ○​ First aid and AED training provided to selected staff.​

        ○​ Security staff trained in de-escalation and conflict resolution techniques.​

        ○​ Kitchen and bar staff trained in food safety and hygiene compliance.​


9.3 Role-Specific Training

  ●​ Duty Managers:​

        ○​ Trained to oversee compliance with OMP protocols.​

        ○​ Responsible for logging noise checks, complaints, and incidents.​

  ●​ Bar and Floor Staff:​

        ○​ Trained to monitor patron behaviour, identify signs of intoxication, and
           enforce RSA refusals.​

  ●​ Kitchen Staff:​

        ○​ Focus on waste minimisation, portion control, and safe food handling.​

  ●​ Event Staff:​

        ○​ Additional training in crowd control and function risk assessment.​


9.4 Emergency and Incident Response Training

  ●​ Scenario-Based Drills:​

        ○​ Conducted quarterly to simulate fires, medical emergencies, and
           disorderly conduct.​

        ○​ Staff rotate roles to ensure broad capability.​

Page 30

  ●​ First Aid and Fire Warden Training:​

        ○​ Certified first aiders rostered on every shift.​

        ○​ Fire wardens appointed and trained to manage evacuations.​


9.5 Customer Service and Complaint Management Training

  ●​ Professional Communication:​

        ○​ Training in respectful, professional interactions with patrons and
           community members.​

        ○​ Emphasis on de-escalation and empathy when managing complaints.​

  ●​ Role-Playing Exercises:​

        ○​ Staff practice complaint handling scenarios to reinforce learning.​

  ●​ Complaint Procedures:​

        ○​ All staff familiar with the Complaint Register process and escalation steps.​


9.6 Professional Development Opportunities

  ●​ Pathways:​

        ○​ Opportunities for staff to progress into supervisory and management
           positions.​

  ●​ Accredited Courses:​

        ○​ Access to hospitality, leadership, and food safety certifications.​

  ●​ Mentorship:​

        ○​ Senior staff mentor new employees to reinforce culture and compliance.​


9.7 Monitoring Training Effectiveness

  ●​ Assessments:​

Page 31

          ○​ Staff knowledge tested periodically through quizzes and scenario
             evaluations.​

   ●​ Performance Monitoring:​

          ○​ Managers monitor staff application of training in daily operations.​

   ●​ Feedback:​

          ○​ Staff encouraged to provide feedback on training quality and areas for
             improvement.​


9.8 Record Keeping

   ●​ Training Records:​

          ○​ Centralised register of staff training and certifications maintained.​

          ○​ Updated monthly by management.​

   ●​ Compliance:​

          ○​ Records available for inspection by Council or OLGR.​




10. Conclusion and Review Actions
10.1 Conclusion

This Operational Management Plan (OMP) has been prepared to formalise
Crackerjack’s commitment to responsible venue operation. It directly addresses
concerns raised by Noosa Council and the community, particularly regarding noise,
waste, staff conduct, and impacts on residential amenity. By implementing the measures
outlined across Sections 1–9, Crackerjack ensures:

   ●​ Noise is proactively managed through structural changes, strict protocols, and
      regular monitoring.​

   ●​ Safety and security of patrons and staff are prioritised via CCTV, lighting, trained
      personnel, and structured incident management.​

Page 32

   ●​ Crowd control measures provide safe patron flow, especially during functions and
      closing times.​

   ●​ Waste handling practices minimise noise, odour, and environmental impacts.​

   ●​ A robust complaint system supports neighbour relations and ensures
      transparency.​

   ●​ Emergency preparedness is embedded in daily operations through training, drills,
      and clear incident response.​

   ●​ Compliance is actively monitored, audited, and improved through continuous
      review.​

   ●​ Staff training programs embed responsible service, respectful conduct, and
      professional development.​


This OMP demonstrates that Crackerjack is committed to operating as a family-friendly,
community-conscious venue that supports local recreational activity while being a good
neighbour.

10.2 Review Actions

   ●​ Quarterly Reviews:​

          ○​ Management to review Noise Monitoring Log, Complaint Register, Waste
             Audit, and Incident Register.​

          ○​ Quarterly community meetings offered to residents to maintain open
             communication.​

   ●​ Annual Review:​

          ○​ Full OMP reviewed and updated annually to reflect:​

                ■​ Legislative or licensing changes.​

                ■​ Council or OLGR feedback.​

                ■​ Community concerns and suggestions.​

                ■​ Operational learnings and audit results.​

Page 33

   ●​ Staff Engagement:​

          ○​ Training records and compliance audits reviewed monthly.​

          ○​ Annual refresher session conducted for all staff on OMP procedures.​

   ●​ Reporting to Council:​

          ○​ Copies of noise logs, complaint summaries, or incident records made
             available to Council upon request.​


10.3 Continuous Improvement Commitment

Crackerjack is committed to:

   ●​ Regularly updating this OMP to reflect best practice.​

   ●​ Maintaining transparency with Council, community, and industry bodies.​

   ●​ Ensuring the venue continues to balance its hospitality and recreational functions
      with the amenity of neighbouring residents.​