Service & Protection Agent

**Vacancy**:
Temporary Part time Service & Protection Agent
Temporary Casual Service & Protection Agent

**Wage Grid**:$27.150 - $28.156

**Reference Number**:
25-086 087 088 089 T-PT S.P. AGENT
25-090 091 CAS S.P. AGENT

**ROLES AND RESPONSIBILITIES**

**PATIENT SAFETY**

Every employee's responsibility is to ensure that the hospital's patient safety goal continues to be the centrepiece of our quality and risk management program and that every patient is treated within a safe environment. To ensure compliance with this goal, each employee must:

- Find, report, and prevent incidents/near misses or adverse effects
- Communicate/report areas of concern immediately to your Manager
- Complete a Near Miss Form or Incident Report to communicate or report incidents or near misses

**SUMMARY OF POSITION**:
The Service and Protection Agent plays a key role in ensuring patient and staff safety through proactive monitoring, conducting safety checks, supporting teams and patients and intervening directly when necessary. The incumbent also provides broader service support within the hospital by facilitating and doing patient transport, maintaining adequate supplies and linen in the various units, and monitoring building systems.

**NATURE AND SCOPE OF WORK**
- Regularly patrol and conduct safety checks of all interior and exterior buildings, including parking areas, Community Care Building, Dillabough Building and Hospital.
- Show professional, visible presence in general exterior area, Emergency waiting room, at access points, shift changes, and upon request to specific locations (ex. In view of a specific patient)
- Monitor for any escalating behaviours and intervene to deescalate volatile situations, ex. Liaise with people in waiting areas in situations of high volumes / extended wait times to manage expectations and maintain a de-escalated situation.
- Provides 1-on-1 patient behaviour surveillance when required
- Assist in transporting patients
- Escort patient and visitors going from Emergency department to other departments
- Respond immediately to any emergency codes and all other safety related situations
- Monitors: surveillance system, alarms, fire detection equipment, and code white alarm equipment.
- Locks and unlocks doors, parking gates, elevators if required, arrange access to morgue
- Assist in accompanying staff in the parking lot if requested
- Notify Care Coordinator and/or appropriate managers of any safety hazards, maintenance problems or other unusual events.
- Enforce parking policy, including keeping fire lanes, ambulance, police routes, and helipad clear
- Assist in transporting supplies, linens, and other items as required and maintain adequate supplies in clean utility and storage rooms
- Support small equipment (ex. Wheelchairs) cleaning and return to home unit
- Assist maintenance and building services as required, such as:

- o Secure Hospital ring road and helipad during take off and landing of ORNGEo Enforce no smoking policyo Communicate with maintenance personnel when patient beds require fixing and attentiono Provide support with basic general maintenance issues or facilities-related follow-ups
- Attend staff meetings as often as possible and read circulated documentation and meeting minutes to remain abreast of changes and hospital activities
- Ensure that personal knowledge and competency remain current by participating in continuing education activities
- Remain current by participating in continuing education courses and activities.
- Support non-violent crisis intervention training for all staff
- Be familiar with the policies as they relate to Emergency Management
- Coordinate, facilitate, and participate in emergency & disaster response drills and mocks
- Documents duties and interventions conducted throughout shift, maintaining clear and concise notes of shift events.
- Additional duties as assigned

**QUALIFICATIONS**
- Grade 12 or equivalent education
- Valid Ontario Security Guard Licence
- Advanced Non-violent Crisis Intervention skills certification and verbal de-escalation skills
- Certified Use of Force Training
- Possesses good knowledge and expertise in all aspects of security and fire emergency procedures, all hospital emergency codes, and related procedures.
- Familiarity with local, provincial, and federal legislation pertinent to Security Operations including the Mental Health Act
- Demonstrated ability to function as a team member
- Strong verbal and written communication and interpersonal skills
- Ability to deescalate and/or redirect difficult individuals with mínimal use of physical intervention
- Ability to stay calm in emergencies
- Commitment to maintain dignity and self-esteem of patients and families
- Be capable of writing factual reports of events
- Use and manage CCTV and all security technologies
- Physically capable of performing duties
- Be able to work standing for long periods of time
- Demonstrated sound organizational and time management skills