Specific Position Information: The successful applicant will be required to provide a current Vulnerable Sector Police Reference Check.
Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19):
35 hours per week. Evenings, Saturdays and variable hours required.
This position requires the ability to visit or work from multiple sites across Toronto.
Location: *Base locations to be determined.
Vacancy #1: Albert Campbell/Malvern/Cedarbrae Area
Vacancy #2: Albert Campbell/Malvern/Cedarbrae Area
Vacancy #3: Don Mills/Pape/Danforth/S. Walter Stewart Area
Job Summary:
The Library Safety Specialist (LSS) works with other TPL staff and with guards to provide a safe and welcoming environment for all people using the Toronto Public Library, by engaging customers, explaining and enforcing rules of conduct, developing effective working relationships with library customers, ongoing monitoring of library spaces for appropriate customer behavior, and de escalating situations as needed.
The position focuses on helping all customers enjoy and use the library by compassionately assisting customers in understanding and complying with library rules and policies. In cases where customers are unable or unwilling to comply with library rules or policies, the LSS takes the lead in addressing and resolving rules of conduct violations and incidents, working with other library staff and guards, under the direction of in-charge staff.
The LSS also acts as a liaison with law enforcement, social service providers, and community groups providing referrals to service and assistance as appropriate. The LSS takes day-today direction from the Library Service Manager responsible for the branches where the LSS is assigned. All LSS staff formally report to the Manager, Welcoming Spaces as part of an integrated LSS team.
DUTIES:
- Using a trauma-informed approach, lead efforts to foster a welcoming and safe environment through ongoing interaction and relationship building with customers, staff, guards, local community agencies, social service providers and police.
- Engage customers and solicit cooperation in understanding and complying with Library rules of conduct. Refer customers to other library staff and sources of information in response to customer service requests.
- Lead efforts to prevent, mitigate and respond to incidents through appropriate means consistent with TPL policies and protocols, such as de-escalation, verbal communications, escorting customers from Library facility, and/or contacting police, social service providers, and/or other emergency services as needed. Support debriefing of incidents with other branch staff.
- Work with other members of the Library Safety Specialist team and Manager, Welcoming Environment to identify, communicate and share best practices across the TPL system.
- Circulate among public service areas inside and outside around the library, supporting staff and guards in monitoring areas to uphold library rules of conduct.
- Support the exclusion process under the direction of the Director, Branch Operations and Customer Experience. Prepare and deliver exclusion letters, in conjunction with security guards.
- Support other branch staff in ensuring incidents are documented in the Incident Reporting Management System (IRMS) on a timely basis. Monitor IRMS and identifies incident trends and appropriate interventions.
- Assist with providing training and onboarding of staff and guards regarding safety and security, incorporating and role modeling a trauma-informed approach.
QUALIFICATIONS:
- Minimum of three years’ experience working in community mental health and/or crisis intervention, or experience in a related field
- Post-secondary education in a related field, of equivalent combination of relevant experience and education.
- Demonstrated understanding of and practical application of a trauma-informed approach.
- Experience with marginalized communities, including individuals with mental health and addiction challenges, those experiencing homelessness or precariously housed, and related groups.
- Ability to exercise empathy, courtesy, and compassion while fairly and consistently enforcing Rules of Conduct.
- Ability to act calmly and with composure under pressure and de-escalate tense situations effectively.
- Ability to balance safety and security with library principles and best practices regarding access, privacy, inclusion, and equitable and friendly service. Understands and is committed to the essential role of the public library in Canadian society.
- Ability to welcome and embrace the diversity of people who come to the library, whether staff or customers. Ensures that the library’s actions comply with the requirements of the Ontario Human Rights Code and related legislation.
- Ability to work independently with limited supervision and to exercise initiative and good judgment in the performance of duties.
- Basic knowledge and understanding of mental health disorders and addictions, including the ability to recognize problematic or disruptive behavioral patterns.
- Education and/or experience in conflict de-escalation, trauma-informed and harm reduction approaches, suicide risk assessment, social and community services and/or similar areas.
- Must possess or be able to obtain First Aid, CPR and AED certification.
- Ability to develop and sustain effective relationships with customers with diverse backgrounds, ages and experiences, staff, management, guards, police, community agencies and social service providers.
The Toronto Public Library does not ask for a credit card, banking information, or social insurance number during the recruitment process. Do not respond to emails or requests for information about jobs at TPL that are not sent from an @tpl.ca address.
ACCOMMODATION:
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
APPLICATION PROCESS:
Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.
All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) reserves the right to discontinue with the consideration of your application.