Security & Engagement Officer

Organization Overview

Vivo is a charity with a profound purpose: to ignite a mindset to LIVE for healthier generations. Our Collaboratory applies leading practices in social innovation to co-create and measure new kinds of healthy living solutions and our Centre is an inclusive environment for healthy lifestyles. Together, we create meaningful impact with individuals, our community, and the planet.

With the support of new experiences and innovative built environments created with and for the community, their success stories will be proof of our mission in action. They’ll serve as powerful motivation for others, in Calgary and across the nation, to make their own changes for life.

Every day, through every choice and action, we strive to live our values. We seek feedback and learn from every outcome. We see strength in diversity and approach it with respect. We strive for balance and wellbeing, so we have the capacity to help others.

Role

As a key member of the Vivo team, the Security & Engagement Officer role is foundational in providing a secure, safe, welcoming, and inclusive environment at Vivo. In this critical role, you will be responsible for ensuring security oversight during all operational hours. As an advocate for Vivo, you will be responsible for delivering an amazing guest experience for all customers and team members by ensuring building security and a safe and engaged community. You are knowledgeable of security best practices, empathetic, and ready to help in all types of situations. You have vast experience in conflict resolution, motivated to role model professional behaviors with the team, and love to engage with guests and members. You are adaptable, willing to learn, and explore new opportunities that align with our cause.

The Security & Engagement Officer team is responsible for overseeing daily security, safety, and team support during your scheduled shifts. The role provides steady leadership support to the frontline team, ensuring consistent execution of our policies and procedures and the highest order of operational excellence and accountability.

Reports to: Sales & Guest Experience Manager
Status: Part-Time & Maternity Leave Coverage
Hours: 8 - 40 hours per week (This role will initially be part-time and then transition into a full-time role for 12-18 months for maternity leave coverage. The role will then return part-time. Coverage will be needed for days, evenings, weekends, and stat holidays)
Responsibilities
Community & Team Engagement

• Seek new and innovative ways to maintain a collaborative, safe and secure community area while balancing Vivo’s commitment to the community.
• Provide recommendations for process and experience improvements and operational policies that are centered around the customer experience and increased security.
• In collaboration with the Guest Experience Manager, establish solid working relationships within the team and other departments and community groups to ensure a safe & secure working environment regarding member events, member promotions, and member journeys.
• Employ sound troubleshooting, problem-solving, and conflict resolution skills.
• Own the guest experience by assisting both our internal and external customers by providing prompt, sincere, and professional responses to questions and concerns that arise; striving to exceed our guests' expectations.
• Conduct member and guest facility tours as required, highlighting the key elements of design and LEED Gold achievements.
• Create a “safe & secure community” network by working with community partners such as Notre Dame, Calgary Police Services, Superstore, Landmark Theatres, other businesses, and recreational venues to decrease incidents of crime and work “upstream” to prevent crime.
• Lead facility set-ups and take-downs for bookings, programs, and events in an efficient and organized manner.
• Support work teams during busy times or breaks as needed.
• Participate in a strong partnership with the Sr. Health, Safety and Wellbeing Consultant to ensure all corporate health and safety are implemented and executed accordingly.

Security, Safety Regulatory Compliance, Investigation & Reporting

• Understand and apply all Safety and Emergency procedures to ensure a collective, streamlined, and successful evacuation plan.
• Act as a lead role in emergency response events and coordinate evacuation protocols.
• Act as a first responder for accidents and incidents, and if required, administer first aid or relief to team members.
• Review parking lot behaviors and ensure Vivo parking tickets are issued, and/or contact Calgary Parking Authority when required.
• Provide a safe facility by reviewing areas, both indoors and outdoors, monitoring rules & regulations in spaces, and ensuring the building is secure at all times.
• Assist with the development and maintenance of documented processes for security protocols.
• Investigate, resolve, and report customer issues. Escalate customer concerns to the appropriate Managers when necessary.
• In collaboration with the Facilities & Environment Manager, review CCTV footage and complete applicable forms for Calgary Police Services regarding incidents and occurrences.
• In support of the Sr. Health, Safety and Wellbeing Consultant and Guest Experience Manager, track and monitor all event occurrences; weekly, monthly, and annually and provide an update on trends and areas of opportunity.
• Support the Guest Experience Manager with the implementation and execution of the annual security strategies and monthly reporting.
• Monitor evaluation forms, surveys & comment cards by following up and tracking feedback in a timely manner for member initiatives including identifying consistent pain points, complaints, and implementing a plan for a more positive experience.
• Be a knowledgeable and proficient user of the TSG/Avocado software system or equivalent registration and booking system to ensure bans and warnings are properly tracked.

Qualifications

• Post-secondary diploma or degree in Recreation, Criminology, Sport Administration, or Business preferred or equivalent work experience and high school diploma or equivalent.
• 2+ years of experience in a recreation or public sector facility.
• 2+ years in a leadership role.
• 2+ years of experience in a customer service role.
• Certifications or diploma courses in security management, police foundations, justice studies, or equivalent.
• A valid Alberta Security Guard License is preferred.
• Strong communication and interpersonal skills.
• Preference may be given to candidates with additional training and certifications in leadership, conflict resolution, and dealing with difficult customers.
• Preference may be given to candidates with experience with digital video surveillance systems, intrusion alarms, and CCTV monitoring systems.
• Organizational and leadership skills.
• Problem-solving, decision-making, and conflict resolution skills.
• A valid police information check for the Vulnerable Sector within the past 2 months.
• Current Intermediate (Standard) First Aid and CPR-C certifications.