Patron Safety Engagement Ambassador

Summary

As our Patron Safety Engagement Ambassador, you will be responsible for welcoming and engaging patrons on the Bluford library property. You will work on our branch team, creating positive experiences for library patrons, including assisting with navigation and referrals to available resources and services. You will continuously monitor the library property to maintain and redirect behaviors so that they are in line with Library policies and address behavior issues using a trauma informed approach, motivational interviewing, and de-escalation techniques to promote a safe environment. This position requires communication and coordination with the Public Safety Manager, including writing incident and accident reports and completing safety-focused training. The Patron Safety Engagement Ambassador will mentor/guide staff on proper techniques/procedures regarding situational awareness, active threat, verbal de-escalation and incident reports. This is a full time positions with an hourly pay of $19.51, plus excellent benefits.

Schedule

Monday-Friday: 8:30 am - 5 pm

Location

Bluford Branch: 3050 Prospect Avenue, Kansas City, MO. 64128.

Job Duties (Essential Functions)

1. Builds rapport and relationships with all patrons in the branch to promote a safe environment and engagement with library resources.
2. Works to diffuse and mediate confrontations, reduce tensions, and promote peaceful library use through active listening and trauma informed practices.
3. Explains and, when needed, applies Library Rules of Conduct and policies to maintain appropriate patron conduct and a welcoming atmosphere.
4. Conducts regular checks of the interior and exterior of the building, in various alcoves, rooms, parking lot, and restrooms to ensure location remains secure and safe.
5. Facilitates crisis response, safety and crowd management; providing support to both patrons and staff.
6. Escorts patrons who have been asked to leave the building to the door to ensure they exit. Requesting assistance as needed. Augments Library’s 3rd party vendor by focusing support/security to patrons inside the branch.
7. Communicates clearly with branch leadership and Public Safety Manager about incidents and safety concerns.
8. Completes incident and accident reports as needed, providing weekly summaries to the Public Safety Manager and Branch Manager.
9. Maintain First Aid/CPR/AED certification.
10. Utilizes computer applications and library equipment, maintains current knowledge of system-wide and location-specific procedures, processes, policies, and operations. Utilizes relevant technologies to maintain communication.

Requirements

1. Ability to thrive working in a busy environment with constant public contact.
2. Ability to create and maintain positive relationships with patrons, staff, and the community. 
3. Demonstrate a commitment to developing and maintaining a welcoming environment for all library patrons.
4. Ability to demonstrate excellent interpersonal skills, positive attitude, and cultural sensitivity, when working with customers of all ages and backgrounds, coworkers, and community in a trauma informed manner.
5. Knowledge of safety hazards and how to manage them.  
6. Intermediate ability to adapt and overcome challenging situations often dictated by stress and other external factors.
7. Intermediate knowledge of verbal de-escalation techniques. Ability to creatively problem-solve, deescalate, negotiate, and handle stressful situations in a positive manner.
8. Intermediate written communication and ability to compose a comprehensive narrative for incident reports, while understanding non-biased writing and providing accurate incident information.
9. Knowledge of presenting and providing library services to customers with varying levels of experience and knowledge. 
10. Ability to use workplace technology effectively including email, calendar, internet, databases, video conferencing, and other software.
11. Ability to speak and understand English is required, additional consideration will be given to individuals that are proficient in any non-English languages spoken in Jackson County, MO including Spanish, Vietnamese, French, Arabic, and Swahili.

Required Education and Experience:

1. Two years of post-high school education or an equivalent combination of education and related experience. 
2. One year of experience working with public safety issues.
3. Prior experience working in a social services venue preferred.
4. Experience with Trauma Informed Care or Mental Health First Aid preferred.
5. Ability to successfully complete First Aid/CPR/AED training.

Work Environment

Work is performed at the Library’s LH Bluford Branch. May be assigned to work at other Library locations depending on need. Primary workspace is shared with co-workers and will be performed in a public space amongst staff and patrons from a diverse socio-economic community.  

How to Apply

Please apply for this position through our web application system. Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.