Job Description

Overview

Job Skills / Requirements

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.

Position Details

• Position: Full-Time Client Service Ambassador
• Site: St. John's & Surrounding Area
• Hours: Continental Rotation
• Overtime: After 48 hours
• Pay Rate: $23.69/hour
• Posting Date: July 7, 2026
• 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.

Responsibilities

• Patrol Emergency Department waiting areas and engage with patients, visitors, and staff to support a positive safety culture.
• Use empathy-driven communication to reduce stress, improve patient experience, and prevent conflict.
• Collaborate with Triage, Admitting, Nursing, Social Work, Mental Health & Addictions, Security, and volunteers.
• Develop relationships with regular patients and visitors and create "Approach Plans" to help safely manage individuals who may pose a risk of violence.
• Conduct hourly waiting area census checks and document client interactions using tablets and other technology.
• Perform additional duties as required.

Competencies & Skillsets

• Strong judgment and interpersonal skills, including the ability to manage hostile or inappropriate behaviour.
• Ability to remain calm and empathetic in high-stress situations.
• Effective communication with individuals from diverse and marginalized backgrounds.
• Strong verbal and written communication skills.
• Knowledge of crisis intervention and de-escalation techniques.
• Understanding of healthcare policies, procedures, and relevant legislation, including the Criminal Code of Canada.

Prerequisites

• Valid Criminal Record Check and Vulnerable Sector Check.
• Valid First Aid & CPR Level C (CSA-approved).
• Tuberculosis (TB) screening.
• Proof of full childhood/primary vaccination series.
• Tdap vaccination at age 18 and current 10-year booster.
• Valid Class 5 Driver’s License.
• Fluency in English (oral and written).
• Previous experience in security, law enforcement, or a related field preferred.
• Certifications in Use of Force (UoF) and Management of Aggressive Behaviour (MOAB).
• Applicants without these certifications may complete Paladin's pre-hire UoF/MOAB training.
• Training is unpaid; Paladin covers associated costs with a six-month commitment.

Why Choose Paladin?

• Training and professional development opportunities.
• Competitive wages and benefits package.
• Paid vacation and sick days.
• Flexible daily pay options.

Education Requirements (All)

High School Diploma/GED

Certification Requirements (All)

First Aid and CPR - Level C Certification
Code of Conduct/Vulnerable Sector Check

Additional Information / Benefits

Paladin Security: Making the World a Safer and Friendlier Place because we CARE!
The Paladin Difference starts with our people; we're the best because we hire the best. We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! If you think you have what it takes to join our team, we want to meet you!

Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those candidates that are short listed will be contacted for an interview.

Benefits: Medical Insurance, Dental Insurance