Client Engagement and Safety Worker

internal posting

job title: Client Engagement and Safety Worker

job ID #: OPR-  21-0101

department: Operations

reports to: Manager, Facility and Food Services

salary range: $41,047.50 – $56,608.50 per annum

status: Full-time, permanent

hours: 37.5 hours per week (7:30am-3:30pm 9am-3pm, 1pm-9am and 3:30 pm -11:30 pm rotational shifts)

who we are

Sherbourne Health is a dynamic provider of integrated health services, community programs and capacity-building initiatives that enable people and diverse communities to achieve wellness.

As an urban health agency in downtown Toronto, Sherbourne provides holistic primary care and chronic disease management, mental health services, health promotion and education, and outreach and social supports. Sherbourne’s doors are open to everyone, with a focus on LGBT2SQ communities, people experiencing homelessness and newcomers to Canada, whose complex needs are often not met by traditional health care. Sherbourne combines high quality clinical care with responsive, culturally appropriate community development programs that bring low-barrier services to people in the surrounding communities who need it most.

Accredited with Exemplary Standing by Accreditation Canada, we are primarily funded by the Ontario Ministry of Health, our work is also supported by the Ontario Ministry of Children, Community and Social Services and the City of Toronto, and federally through the Ministry of Immigration, Refugees and Citizenship.

Rainbow Health Ontario (RHO) is a province—wide program of Sherbourne. RHO creates opportunities for the health care system to better serve LGBT2SQ communities. We achieve this through four main approaches: supporting practice and organizational change, influencing public policy, catalyzing research, and providing information and consultation.

what we offer:


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:

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

Job Summary

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.

Scope of the Mandate

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.

responsibilities & tasks

  • Greet visitors to the organization.
  • Provide timely and accurate program information.
  • Update, manage and monitor the information posted on SHC bulletin board(s).
  • 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.
  • Engage de-escalation, crisis intervention or conflict resolution strategies to mitigate, when required, in keeping with Sherbourne’s Code White protocols.
  • 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 



  • 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 defence training
  • Knowledge of security operations and procedures

knowledge, 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
  • Effective reporting skills

Working Conditions/Environment

This position requires working in a fast-paced environment meeting the needs of multiple stakeholders. Time management, multi-tasking, initiative, organization, and prioritizing are essential.  The position requires diplomacy in dealing with many stakeholders and partners, considerable multi-tasking, setting priorities as needed, and comfort in working with clients who may present in crisis and be agitated or threatening at times.  Work is mainly performed in an office environment, however overnight travel around the province will be required. Rainbow Health Ontario is a community program, therefore work outside of normal working hours will be required. The standard work week is 37.5 hours.  Generally, they will work Monday to Friday during the day, however, work is occasionally required outside the normal daily routine. Some traveling may be required.

As an employer, 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.

to apply:  Please forward a cover letter and resume together in one pdf document quoting Job ID #OPR-  21-0101 to by January 21, 2021.

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

BOLD.                    KIND.                    REAL.                   OPEN.                WE CARE.

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