Job Description

Client Service Ambassador - Eastern Zone

The Client Service Ambassador is a nontraditional security role, that provides customer focused liaison within select Emergency Departments. This role is focused on the proactive engagement of patients and visitors to improve the "client experience," prevent and/or reduce aggressive/disruptive behaviour by employing appropriate verbal intervention strategies through people focused, respectful, and supportive interactions aimed at promoting a safe environment and the provision high quality patient focused care. The Client Ambassador's role shall be characterized by respectful, non-judgmental, supportive, people focused interactions. The Client Services Ambassador is not intended to get directly involved in physical interventions unless required to do so to preserve the safety of themselves or another person. Whenever possible, the Client Ambassador will engage site security and/or the site Code White team to manage physically aggressive or threatening behavior.

RESPONSIBILITIES

The Ambassador will actively patrol the Emergency Department waiting areas and proactively engage with patients (awaiting treatment), visitors and staff to develop a positive safety culture and create opportunities to enhance the user experience through empathy led connections and alleviating some of the stresses and anxiety through respectful interpersonal communications. The role will include rapport building and collaboration with clinical and operations stakeholders in Triage, Admitting, Nursing, Social Work, Mental Health and Addictions, Security and volunteers. CSA will be the direct contact for security services within the Emergency Department and liaise with emergency responders, and law enforcement regarding vulnerable and high-risk patients. Participates in multi-disciplinary stakeholder/team briefings/de-briefings and provides input into patient behavior management planning as required.





The CSA will develop relationships with regular patients and visitors and through consultation with stakeholders and develop customized "Approach Plans" that identify strategies for safely and effectively managing individual patients and visitors who are known to present a potential risk of violence. Conducts and documents an hourly census of the number of people in the waiting areas. There is a requirement to document and report using tablets and technology concerning the number of client contacts made during each shift. Establish knowledge of the support options and resources available (i.e. warm blankets, food & drink, community support resources such as shelters, etc.) and liaise with staff to ensure their applications are appropriate and not contrary to clinical needs (i.e. not all triaged patients should take food or water prior to being seen by a physician). Other duties as required.

COMPETENCIES & SKILLSETS:

The ability to exercise sound judgment and effective interpersonal skills including the ability to appropriately manage hostile/aggressive/inappropriate behaviour is a critical skillset for this position. An ability to maintain an empathetic approach to others even in situations of high stress and conflict. A strong commitment to superior customer service. The ability to effectively relate to and communicate with persons from the more "marginalized" societal stratums. The ability to communicate effectively both verbally and in writing. A strong working knowledge of non-violent crisis intervention and de-escalation techniques. The ability to work independently and as an effective member of a multidisciplinary team. A strong working knowledge of applicable Health Organization policies & procedures. Working knowledge of applicable legislation and statutes such as the Criminal Code of Canada. Physical abilities to carry out the duties of the position.

QUALIFICATIONS

Grade 12 or High School graduation equivalent


Post Secondary education in Social based coursework or equivalent work experience


ASIST Training is an asset


First Aid CPR AED


Mental Health and Wellness SJA an asset


Experience working in a customer service-related industry



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The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!