Client Service Ambassador - Eastern Zone.

Overview

Job Skills / Requirements

The Client Service Ambassador is a non-traditional security role that provides a customer-focused liaison within select Emergency Departments. This role focuses on proactively engaging patients and visitors to improve the “client experience,” prevent or reduce aggressive or disruptive behaviour, and employ verbal intervention strategies through respectful, supportive interactions. The Client Ambassador promotes a safe environment and high-quality patient-focused care. The role is characterized by non-judgmental, people-focused interactions.

The Client Service Ambassador does not engage in physical interventions unless necessary to protect themselves or others. Whenever possible, the Client Ambassador will involve site Security and/or the Code White team for physically aggressive or threatening behaviour.

Position Details:

Schedule Example:

• As Needed

RESPONSIBILITIES

• Patrol Emergency Department waiting areas and engage with patients, visitors, and staff to support a positive safety culture.
• Use empathy-driven communication to reduce stress, improve experience, and prevent conflict.
• Build rapport and collaborate with Triage, Admitting, Nursing, Social Work, Mental Health & Addictions, Security, and volunteers.
• Develop relationships with regular patients and visitors; create “Approach Plans” with stakeholders to safely manage those who may pose a risk of violence.
• Conduct hourly waiting area census and document all client contacts using tablets/technology.
• Perform other duties as required.

COMPETENCIES & SKILLSETS

• Sound judgment and interpersonal skills, including managing hostile or inappropriate behaviour.
• Ability to remain empathetic and composed in high-stress situations.
• Ability to communicate effectively with individuals from marginalized backgrounds.
• Strong verbal and written communication skills.
• Knowledge of non-violent crisis intervention and de-escalation techniques.
• Understanding of Health Organization policies and procedures.
• Knowledge of relevant legislation, including the Criminal Code of Canada.

PREREQUISITES

• Valid Criminal Record Check and Vulnerable Sector Check
• Valid First Aid & CPR – Level C (CSA-approved)
• Tuberculosis (TB) screening
• Proof of full childhood/primary vaccination series
• Tdap dose at age 18 and 10-year booster
• Valid Class 5 Driver’s License
• English fluency (oral and written)
• Previous experience in security, law enforcement, or related field preferred
• Certifications in Use of Force (UoF) and Management of Aggressive Behaviour (MOAB)
• Applicants without these may complete Paladin’s UoF/MOAB pre-hire training
• Training is unpaid; Paladin covers costs with a 6-month commitment

Why choose Paladin?

• Opportunities for training and professional development.
• Competitive wage and benefits package.
• Code of Conduct reimbursement
• Paid vacation & sick days

Get paid your way with flexible daily pay options!

Education Requirements (All)

High School Diploma/GED

Certification Requirements (All)

First Aid, CPR Level C
Code of Conduct/Vulnerable Sector Check