Job Description: 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.
• Maintains basic data concerning the number of client contacts made during each shift.
• 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.
• Reports observed and suspected security concerns to site security and/or law enforcement as appropriate, but does not directly engage in security related interventions unless necessary to provide for the safety of another person.
• Provides way-finding and general information assistance as necessary.
• Acts as a Security Supervisor within the ED and will direct and supervisor guarding activity within the ED department to promote a therapeutic approach to patients and visitors.

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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.
• 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 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 & proc