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 visiting and working from multiple sites across Toronto.
Base location: Toronto Reference Library
JOB SUMMARY:
The Library Safety Specialist Lead (LSSL) plays an important role in fostering safe and welcoming spaces for all staff and customers of Toronto Public Library. The LSSL is responsible for operational oversight of the Library Safety Specialist team (LSS), providing direction, mentorship and coaching and ensuring that team members are effectively deployed and supported in their role to support staff in building confidence and capacity in applying trauma-informed approaches to incident prevention, management and response and to compassionately assist customers in understanding and complying with TPL’s Rules of Conduct. The LSSL works under the direction of the Senior Manager, Welcoming Spaces and takes day-to-day direction from the local Manager responsible for assigned locations.
This position requires responsiveness and flexibility in adapting approaches to meet diverse stakeholder needs. Carrying out the duties of the position will require movement between locations in order to provide on-site service, supervision and support as needed.
DUTIES
Under the general direction of the Senior Manager, Welcoming Spaces, and/or designated manager, this position is responsible to:
Leadership Functions:
- Serve as team lead for Library Safety Specialists, providing on-site supervision, coaching, and support for the Library Safety Specialist team and supporting other library staff in implementing trauma-informed approaches to foster safe and welcoming spaces.
- Direct the work of the LSSs including setting performance expectations, prioritizing, scheduling and assigning work, training and onboarding staff, and providing verbal input to performance appraisals.
- Ensure that staff are informed of plans, projects and procedures and ensure that staff input and concerns are communicated effectively.
- Support the development and implementation of post-incident protocols that include a continuum of support practices for library staff, including debriefing, trauma-informed staff support measures, and follow-up care strategies. Facilitate post-incident support sessions for LSSs and other library staff.
- Coordinate, develop, and deliver training and onboarding activities for Library Safety Specialists and other TPL staff regarding trauma-informed approaches, mental health first aid, de-escalation, opioid response, and other related learning opportunities.
- Role model and facilitate interaction and relationship-building with Library Safety Specialists, other library staff, customers, guards, local community agencies, social service providers and police.
- Work under management direction to implement and evaluate staff safety and well-being initiatives across designated locations, including data-informed recommendations for LSS deployment.
Service Functions:
- Foster collaborative working relationships with other TPL divisions and departments and facilitate knowledge sharing to enhance team effectiveness and professional development.
- 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.
- Work with the Library Safety Specialists, Senior Manager, Welcoming Spaces, and other internal stakeholders to identify, communicate and share best practices across the TPL system.
- Refer customers to other library staff and sources of information in response to customer service requests.
- Circulate among public service areas inside and outside around the library, providing guidance to LSSs, other library 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 staff in ensuring incidents are documented in the Incident Reporting Management System (IRMS) on a timely basis. Monitor IRMS, identify incident trends, and bring forward appropriate interventions to management.
- Liaise with the Manager, Public Safety regarding support for training and onboarding of security guards.
QUALIFICATIONS
- Post-secondary diploma or degree in the field of social services, or another professional discipline pertinent to the job function
- Seven (7) years’ related experience working in social services, community mental health, and/or crisis intervention, or an equivalent combination of education, training, and experience
- Minimum of two (2) years of leadership responsibility
- Proven ability to lead and supervise staff
- Demonstrated understanding of the practical application of a trauma-informed approach
- Direct experience in developing and facilitating learning experiences
- Demonstrated ability to form and maintain strong collaborative relationships between internal and external stakeholders
- Strong organizational, time management, prioritization, and planning skills
- Experience with marginalized communities, including individuals with living with mental health and addiction challenges, individuals who are unhoused 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, anti-oppressive 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.
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.
