Client Engagement and Safety Worker

internal/external posting

job title: Client Engagement and Safety Worker

job ID #: FFS CESW 23-0419

department: Facilities and Food Services

reports to: Manager, Facilities and Food Services

salary range: CS2   $21.90 – $30.21 per hour

status: Full-Time, Permanent

hours: 37.5 hours per week

Who we are:

Sherbourne is a leading provider of quality health care and transformative support to people who face social, economic and other systemic barriers.   Our mission is to advance the equity and quality of care and services and to improve health for underserved communities.  This is done through primary health and chronic disease services; health promotion and education; outreach and social supports; and mental health services.

Sherbourne provides innovative health care and social services to the diverse urban population of southeast Toronto.  While our doors are open to everyone, we focus on people who are homeless or under-housed; 2SLGBTQ, and newcomers to Canada.  We are funded by the Ministry of Health, Ontario Health Toronto, Ministry of Community, children and Social Services, City of Toronto and many generous companies, groups and individuals.

Working at Sherbourne

At Sherbourne Health, we care about our staff and recognize that our biggest strength is our people. We have a solid commitment to life-long learning which is demonstrated through our professional development program. We invest in collective work and staff training to improve client care. We supplement this by creating a low-barrier work environment built on equity and respect, while working together in caring, cohesive teams and providing opportunities for advancement.

 

we believe in work-life balance and offer:

  • A competitive salary.
  • Membership in Healthcare of Ontario Pension Plan (HOOPP).
  • Four weeks of vacation per year (to start).
  • Four personal days per year.
  • An extended healthcare and dental package.
  • Long-term disability insurance.
  • Life insurance.
  • An employee assistance plan.
  • A generous professional development plan: up to $1300 to be used towards learning activities.
  • Six fully paid professional development days per year – related to position/responsibilities.

 

about the role:

The Client Engagement & Safety Worker (CESW) acts as a welcoming ambassador to all clients, visitors, service users and community members to Sherbourne Health. This role provides program and site location information when requested to facilitate easy access to our programs and services. As an ambassador for Sherbourne, this vital position must have highly developed communication skills as well as crisis and de-escalation abilities.

scope and mandate:

The Client Engagement and Safety Worker will support Sherbourne’s clients, their families and members of the public with a high degree of professionalism, courteous, sensitive, and exercise good judgement in all interactions with while maintaining safe and secure environment for clients and employees by patrolling and monitoring premises.

 

day to day responsibilities:

  • Greet visitors to the organization.
  • Provide timely and accurate program information.
  • Engage de-escalation, crisis intervention or conflict resolution strategies to mitigate, when required, in keeping with Sherbourne’s Code White protocols.
  • Effectively uses de-escalation techniques when engaging directly with clients.
  • Update, manage and monitor the information posted on SHC bulletin board(s).
  • Works closely with clients, the interdisciplinary team, and other programs and services within SHC and the community to ensure clients are able to navigate services.
  • Works with the interdisciplinary team to intervene with clients in crisis.
  • Provides information about community resources in a form that facilitates use by clients (e.g., plain language, culturally appropriate)
  • Post updates to the electronic bulletin boards (tv at the main entrance) as required.
  • Conduct hourly patrols to all floors/areas and parking lot to ensure the facility is secure.
  • Review and monitor camera footage to ensure the facility is secure.
  • Work with direct supervisor to identify any potential risks, irregularities, recommend and participate in any mitigation strategies.
  • Be informed and knowledgeable of all Emergency Plan procedures.
  • Be informed of all AODA requirements.
  • Engage safety protocols immediately when required. Including all Emergency Communication codes and fire safety protocols.
  • Keep informed of any onsite renovations, construction projects and building maintenance schedules.
  • Participate in debriefing sessions on all codes if involved.
  • Record all incidents in a timely manner using according to Sherbourne’s Incident Reporting tool and advise the supervisor immediately of any incidents.
  • Assist clients with information on Sherbourne’s complaints and compliments process.
  • Participate in team meetings.
  • Participate in ongoing professional development to stay current on security and client engagement processes.
  • Work cross-agency to ensure good relationships with other staff and knowledge of program areas to ensure smooth client access to our programs and services.
  • Bridge shifts between CEW and security staff working overnight, on weekends and statutory holidays by sharing information and advising on any outstanding incidents/issues.
  • Participate in Accreditation Canada processes and staff activities (staff surveys, retreats, meetings, appreciation events) as required.
  • Participate in client planning around restrictions.
  • Adhere to Sherbourne’s service and operating standards
  • Other duties as assigned.

To thrive in this role, you’ll need

education/experience:

  • At least 3 years of experience working in a customer service role, in security or equivalent blend.
  • Experience in crisis intervention, de-escalation training.
  • CPR training or First Aid
  • Sharp edge weapon defense training
  • Knowledge of security operations and procedures

skills and abilities:

  • Crisis intervention and de-escalation training.
  • Strong inter-personal skills and proven ability to build and maintain positive relationships with staff, peers and with diverse community stakeholders.
  • Ability to work in a fast-paced environment, multi-task and follow complex situations.
  • Ability to exercise good judgement when addressing incidents on site.
  • Proficient English language skills – both verbal and in writing. Knowledge of other languages, an asset.
  • Demonstrated understanding of local community issues, priorities and needs including challenges facing Sherbourne’s priority populations particularly those experiencing poverty, trauma, or discrimination.
  • Understanding of the Ontario community and health care sector, its stakeholders, community programs and funding proposal procedures
  • Experience working with, or commitment to anti-racism/anti-oppression principles.
  • Computer and technology skills including email, spread sheets, word processing.
  • Ability to work in Accuro around client restriction.
  • Ability to dealing with uncertainty, compliance with legal regulations

conditions of employment:

  • Offer of employment is contingent upon satisfactory outcome of background checks e., professional references, education verification, criminal background check, and vulnerable sector check.
  • Understands and works within the Occupational Health and Safety Act (OHSA), Personal Health Information Protection Act (PHIPA), Accessibility for Ontarians with Disabilities Act (AODA), the Ontario Human Rights Code and other relevant

working conditions:

  • The standard work week is 37.5 hours (rotation shifts – schedule to be confirmed)
  • The work involves dealing with clients who may be under the influence of drugs and/or may be alcohol dependent, and who may exhibit aggressive, disoriented, and/or incoherent behavior.

to apply:  Please forward a cover letter and resume quoting Job ID #FFS CESW 23-0419 to myjob@sherbourne.on.ca by May 03, 2023.

Sherbourne is dedicated to building an organization that reflects the diversity of our clients and the communities we serve. This includes diversity in languages spoken, culture, race, sexual orientation and gender identity. Requests for accommodation due to disability can be made at any stage in the recruitment process.

We thank all applicants for their interest but only those selected for further consideration will be contacted.

BOLD.                  KIND.                   REAL.                   OPEN.                   WE CARE.