The posting
JOB SUMMARY: Reporting to the Executive Director of Customer Experience, the incumbent is responsible for supporting the effective and consistent delivery of Safe and Welcoming practices across the library system, including supervision of assigned staff. The incumbent coordinates and supports Safe and Welcoming operational practices including staff training, incident response supports, operational guidance, and the consistent application of Safe Use and Conduct expectations, organizational procedures, and Safe and Welcoming frameworks across branches. The position also supports operational relationships with internal stakeholders, security providers, crisis worker teams, and community partners to promote safe, inclusive, and welcoming library spaces. The incumbent must be able to exercise sound judgment in complex, people-centered operational environments involving de-escalation, risk assessment, policy interpretation, and incident response. RESPONSIBILITIES: 1. Lead the development, interpretation, and implementation of Safe and Welcoming frameworks, guidelines, procedures, and tools to support consistent operational decision making across the organization. 2. Provide expert guidance and input into organizational policies, procedures, and practices related to Safe and Welcoming initiatives, including the identification of gaps, risks, trends, and emerging operational issues. Prepares reporting for the ED, Customer Experience.3. Lead the planning, coordination, and oversight of Safe and Welcoming training, refreshers, and operational practice supports, including supervision of assigned staff involved in departmental initiatives. Provide leadership, coordination, and direct operational support during complex, sensitive, or high-risk incidents to support consistent incident response practices and effective operational follow-up.4. Serve as the primary operational liaison with security providers, crisis worker teams, external social service agencies, and community partners regarding Safe and Welcoming matters.5. 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, or Restorative Justice. 2. Three to five years of progressively responsible supervisory and operational experience providing guidance, training, coordination, and support in complex customer service, public safety, community service, or related environments is required. A commitment to continuing education is expected. 3. 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 houselessness, precariously housed, and related barriers. 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, incident response practices, and risk mitigation approaches. Critical incident response, handling, and post-incident debriefing practices. Operational procedure development, staff training, and consistent application of organizational practices and standards.
4. Demonstrated ability to:
Provide supervision, operational guidance, coaching, and training support to staff in complex service environments. Establish and maintain effective working relationships with staff, customers, leadership, external agencies, and community partners. Communicate effectively both orally and in writing, including public speaking, facilitation, conflict resolution, and delivery of presentations and training. Exercise sound judgment, analytical thinking, and problem-solving skills in complex or high-risk situations using logical, fact-based reasoning. Coordinate multiple operational priorities and respond effectively in fast-paced, people-centered environments. Develop, coordinate, and deliver training and capacity-building initiatives for adult learners.
5. Awareness of relevant occupational health and safety standards. 6. First Aid, CPR and AED certification, including opioid poisoning training. Closing Date: September 25, 2026 Competition #73/26 - position #21392
