EOI- Client Service Ambassador

Kingston Community Health Centres • Kingston, ON

4d • Onsite

About The Position

This position focuses on pro‐active engagement with clients, patients, and visitors to Kingston Community Health Centres. The Client Service Ambassador will aim to improve the overall client experience and to help prevent and/or reduce violent and aggressive behavior. This will be accomplished by using hands off strategies that are respectful, empathetic, and supportive, aimed at promoting a safer environment for clients, staff, and visitors to the centre. Engagement with the Client Service Ambassador will create opportunities to enhance the client experience by making connections with those in the building or on the property and, where possible, alleviating daily stressors and anxiety through respectful interpersonal interactions and service referrals.

Requirements

• Valid First Aid & CPR - Level C Certificate
• Experience providing service and support to clients in the mental health and addictions domain
• Strong interpersonal skills and ability to work well with clients, particularly those in high-risk groups.
• Sound problem solving, conflict resolution, and decision-making skills.
• Demonstrated understanding of harm reduction principles and trauma-informed approaches.
• Knowledge of local community resources and social supports.
• Ability to treat all individuals with respect and interact in a tactful and supportive manner while maintaining professional boundaries.
• Demonstrated ability to work under pressure, to anticipate potential problems/conflicts, and take appropriate action.
• Ability to document observations and incidents accurately and in a timely manner.
• Ability to maintain confidentiality, professionalism, and a respectful demeanor at all times.
• Experience working with staff and service users who come from diverse racial, gender, ethnic, and cultural backgrounds and who may have lived experienced of homelessness, living in poverty, mental health, social isolation, and substance use.
• Must be able to work in a variety of social and physical settings.
• Reliable attendance, ability to meet the physical demands of the position, including internal and external building sweeps, stairwell monitoring, and elevator checks.
• Current and satisfactory Criminal and Vulnerable Persons Check.
• Up to date immunizations.
• Must be eligible to work in Ontario.
• As a registered professional, to abide by and be accountable to the ethics and standards set out by the relevant regulatory body of the profession. All KCHC staff have a duty to understand and follow KCHC policies, uphold high ethical and professional standards, and maintain confidentiality and privacy, using tact and good judgment in all dealings with other staff and clients.

Nice To Haves

• College Diploma in social services, health promotion, or a related field an asset.
• Nonviolent Crisis Intervention or de-escalation certificate an asset.

Responsibilities

• Provide a direct and visible presence throughout the facility, ensuring a welcoming ad respectful environment.
• Proactively engage with clients, visitors, and staff to develop positive safety culture and build trusting relationships.
• Act as a navigator and connector to internal and external supports, ensuring clients are aware of and able to access appropriate services (e.g., warming/cooling centres, shelters, transportation, food resources).
• Maintains a hands-off approach in all client interactions, prioritizing verbal de-escalation and supportive engagement techniques.
• Continually monitor and actively patrol waiting areas, building spaces, assets, and external areas (e.g., parking lot).
• Conduct routine sweeps to ensure environment is safe and clear of hazards, including proper disposal of harm reduction supplies.
• Observe and report any concerning behaviours or health indicators immediately, notifying clinical staff, as needed.
• Use trauma-informed techniques to de-escalate potentially unstable situations, involving staff resources and/or emergency services, as required.
• Liaise with emergency responders, as needed.
• Initiate and participate in code response procedures.
• Maintain close working relationships with all team members
• Consult with internal teams to develop and implement effective intervention and support strategies tailored to individual client needs.
• Attend and contribute to external meetings, as needed
• Participate in team meetings, contributing insights into behaviour management planning and safety strategies
• Document and report incidents clearly and promptly using established processes.
• Comply with all relevant legislation and KCHC policies, including privacy laws
• Commits to acquiring an understanding of the importance of trauma responsiveness and the impact of Adverse Childhood Experiences (ACEs)
• Commits to demonstrating an ongoing commitment to Equity, Diversity, Inclusion, Indigenization and Accessibility (EDIIA) by representing the diverse nature of our communities, promoting and practicing inclusion
• Supports consistent application and development of KCHC policies and procedures
• Supports KCHC’s student and volunteer placement programs
• Promotes awareness of and participation in KCHC activities
• Demonstrated commitment to continuous learning and quality improvement
• On occasion, perform other temporary duties as required

Benefits

• KCHC is an equal opportunity employer, respecting and embracing the needs and diversity of our employees. If you require accommodation to fully participate in the hiring process, please notify Human Resources.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees