Job Description

Social Service Worker - Full Time - Mount Sinai Hospital

Position: Security Ambassador (Social Service Worker Needed)


Site: Mount Sinai Hospital - 600 University Ave - Toronto


Category: Averaging Agreement: Overtime is Averaging Agreement (AA) after 88 hours


Hours: Continental Rotation - 0700-1900/1900-0700


Payrate: $27.05


Internal Posting Date: November 12, 2025

Internal Closing Date: November 19, 2025


External Closing Date: November 26, 2025


Successful candidates will be asked to attend mandatory 4 day in-class certification training for MOAB and Use of Force at our Etobicoke office. A Valid Immunization Record (Measles, mumps, rubella, varicella, and TB skin tests 1 and 2) is required prior to on boarding.

:

Working on assigned shifts, you will work 12-hour shifts providing support to the Emergency department clinical team with regards to proactive identification of the potential for violence within the ED department. The Ambassador will serve as a resource within the department specifically tasked with identifying early signs of agitation and intervening prior to escalation in an effort to reduce the likelihood of violence within the department.

Duties & Responsibilities:

Continually monitors and actively patrols the emergency department waiting areas and pro-actively engages patients (awaiting treatment), visitors and staff in order to develop a positive safety culture and creates opportunities to enhance the user experience by making connections with those in the area and, where possible, alleviating some of the stresses and anxiety through respectful interpersonal interactions. Uses supportive verbal techniques and engages staff resources in order to identify appropriate strategies aimed at the de-escalation of potentially violent behavior. Develops relationships and maintains liaison with clinical and operational stakeholder groups (i.e.Triage, Admitting, Nursing, Social Work, Mental Health, Security and volunteers) to ensure effective communication and consultation in the development of appropriate support and/or intervention strategies. Acts as a principal contact for security services within the emergency department and liaises with emergency responders including law enforcement and Emergency Services when managing individuals who may pose a risk of violence. Makes observations relating to obvious visual changes to the apparent health of those awaiting services (i.e. loss of consciousness, dizziness, obvious labored or difficult breathing, unresponsiveness, etc.) in the area and immediately identifies any concerns to clinical staff. Conducts and documents an hourly census of the number of persons in the waiting areas. Establishes knowledge of the support options and resources available (i.e. warm blankets, food & drink, transit passes, community support resources such as shelters, etc.) and liaises with staff in order 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). Develops relationships with regular patients and visitors and through consultation with stakeholders develops 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. In order to establish and maintain a positive rapport with regular patients and visitors, the Client Services Ambassador is not intended to get directly involved in physical interventions unless required to do so in order 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 in order to manage physically aggressive or threatening behavior. Participates in multi-disciplinary stakeholder/team briefings/de-briefings and provides input into patient behavior management planning as required.

Skills & Abilities:

The ability to exercise sound judgment and effective interpersonal skills including the ability to appropriately manage hostile/aggressive/inappropriate behavior is a critical skillset for this position. An ability to maintain an empathetic approach to others even in situations of high stress and conflict. Working knowledge of applicable legislation and statutes such as the Criminal Code of Canada. Physical abilities to carry out the duties of the position.

Prerequisites:

Legally Authorized to Work in Canada Full-Time Valid Security License for the province of Ontario Valid First Aid & CPR - Level C (from a WSIB-approved vendor) Proof of Covid Vaccine two doses Immunization records for Mumps, Measles, Rubella, Varicella and two step TB skin test Education or Work Experience in Field of Social Service Worker

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