Safe and Welcoming Specialist

JOB SUMMARY:

Reporting to the Lead, Safe and Welcoming, the Safe and Welcoming Specialist performs direct safe and welcoming customer service delivery, facilitates and coordinates with third party security agencies and external social services agencies. Additionally, this position works together with Branch managers and other staff to identify and create strategies that support a safe and welcoming environment including developing and delivering training to all staff throughout the system.

RESPONSIBILITIES:  

1.   Performs direct safe and welcoming customer service delivery throughout the system as assigned for shifts, including direct customer incident support and post incident debriefing with staff involved using empathy led approaches - may include shift supervision. 

2.   Facilitates and coordinates with third party security agencies contracted by the library to provide security: coordinating schedules, library focused onboarding and training of security guards, communication with security company and relevant library management, supervisors, and frontline teams.

3.   Facilitates and coordinates with external social services agencies contracted by the library to provide crisis workers: coordinating schedules, library focused onboarding and training of crisis worker staff, communication with external social services agencies and relevant library management, supervisors, and frontline teams. 

4.   Is a lead in collaboration with the Branch Manager, Central (and other relevant managers) for appropriate safe and welcoming strategies for the system, ensuring that strategies align with RPL’s values and strategic directions. 

5.   Delivery, coordination, and development of system-wide training related to improving safe and welcoming experiences for customers and library staff under the direction of the Branch Manager, Central and in collaboration with People and Culture.

6.   Perform related work, including participation on teams as assigned.

QUALIFICATIONS:

1.   A bachelor’s degree in human justice; justice studies; social work; justice and public safety; restorative justice or equivalent. 

2.   Demonstrated knowledge of:

• Principles of trauma informed approaches to customer and human services.
• Principles of de-escalation and crisis intervention that may include suicide risk assessment and social and community services.
• The needs of marginalized communities, including individuals with mental health and addiction challenges, those experiencing homelessness, precariously housed, and related groups.
• The needs of equity deserving groups (including LGBTQ2S+; First Nations/Indigenous; Newcomers and others) and principles of equity and inclusion within the context of public library in Canadian society.
• Basic knowledge of recognizing mental health disorders, trauma and addictions.
• Community focused public safety strategies.
• Critical incident handling and debriefing.

3.   Demonstrated ability to establish and maintain positive working relationships with the public, staff, external agencies, and to work as a member of a team.

4.   Demonstrated strong oral and written communication skills, including public speaking, and delivering presentations.

5.   Demonstrated analytical skills and problem-solving ability, including the ability to evaluate, assess and problem-solve using logical, fact-based reasoning.

6.   Experience with development and delivery of training to adults.

7.   Awareness of relevant occupational health and safety standards.

8.   First Aid, CPR and AED certification, including opioid poisoning training.

This position includes evening and weekend shifts as part of the schedule of work and this is subject to change based on operational need; any changes would be made in compliance with collective agreement scheduling articles.

Closing Date: October 25, 2026

Competition #83/26 - position #21342