Full-Time Client Service Ambassador
The Client Service Ambassador is a non-traditional security role that provides a customer-focused presence within select Emergency Departments. This role focuses on proactively engaging patients and visitors to enhance the client experience, reduce aggressive or disruptive behaviour, and use verbal de-escalation strategies through respectful, supportive interactions. The Client Ambassador promotes a safe environment and high-quality patient-focused care through non-judgmental, people-centered engagement.
The Client Service Ambassador does not engage in physical interventions unless necessary to protect themselves or others. Whenever possible, site Security and/or the Code White team will be involved in situations involving physically aggressive or threatening behaviour.
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Position: Full-Time Client Service Ambassador
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Site: St. John's & Surrounding Area
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Hours: Continental Rotation
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Overtime: After 48 hours
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Pay Rate: $23.69/hour
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Posting Date: July 7, 2026
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Closing Date: July 31, 2026
Schedule Example:2 x 8-hour shifts and 2 x 12-hour shifts, rotating between days and nights every two weeks.
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Patrol Emergency Department waiting areas and engage with patients, visitors, and staff to support a positive safety culture.
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Use empathy-driven communication to reduce stress, improve patient experience, and prevent conflict.
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Collaborate with Triage, Admitting, Nursing, Social Work, Mental Health & Addictions, Security, and volunteers.
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Develop relationships with regular patients and visitors and create "Approach Plans" to help safely manage individuals who may pose a risk of violence.
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Conduct hourly waiting area census checks and document client interactions using tablets and other technology.
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Perform additional duties as required.
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Strong judgment and interpersonal skills, including the ability to manage hostile or inappropriate behaviour.
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Ability to remain calm and empathetic in high-stress situations.
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Effective communication with individuals from diverse and marginalized backgrounds.
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Strong verbal and written communication skills.
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Knowledge of crisis intervention and de-escalation techniques.
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Understanding of healthcare policies, procedures, and relevant legislation, including the Criminal Code of Canada.
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Valid Criminal Record Check and Vulnerable Sector Check.
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Valid First Aid & CPR Level C (CSA-approved).
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Tuberculosis (TB) screening.
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Proof of full childhood/primary vaccination series.
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Tdap vaccination at age 18 and current 10-year booster.
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Valid Class 5 Driver’s License.
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Fluency in English (oral and written).
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Previous experience in security, law enforcement, or a related field preferred.
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Certifications in Use of Force (UoF) and Management of Aggressive Behaviour (MOAB).
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Applicants without these certifications may complete Paladin's pre-hire UoF/MOAB training.
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Training is unpaid; Paladin covers associated costs with a six-month commitment.
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Training and professional development opportunities.
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Competitive wages and benefits package.
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Paid vacation and sick days.
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Flexible daily pay options.
