Customer Service & Delivery Specialist

Reporting to the Paladin Client Services Manager (CSM), Healthcare, the Paladin Security Group Client Services Advisor (CSA), Healthcare is responsible for delivering structured fire safety drills and education sessions to Health Authority staff, along with the provision of leadership and oversight of Paladin Security front line staff across the Lower Mainland. This position must support Paladin’s overall service delivery model is consistent across facilities, meets contractual requirements, and aligns with organizational standards and best practices. While this position is responsible to the Integrated Protection Services (IPS) program, the CSA will work in collaboration with the Health Emergency Management BC (HEMBC) Fire Safety Team. The CSA will promote fire safety awareness, compliance with applicable regulations and standards, while enhancing emergency preparedness through the coordination of fire drills and delivery of fire safety training.
When not engaged in the delivery of fire safety drills and education, the CSA works very closely with the PSG CSM, Healthcare and the IPS operational teams to support field-based security functions, with a primary focus on applying Relational Security Officer principles amongst the PSG Security Officer teams. This role will support the Paladin CSM, Healthcare in all aspects of quality assurance by verifying the delivery and performance of site security, patient watch, ad-sec security coverage and mobile patrol services.
This role works closely with all members of our PSG Healthcare infrastructure teams and focuses on mentorship, education, quality assurance, auditing, and continuous performance improvement. The goal is to ensure a contract security workforce that is knowledgeable, confident, and capable of executing site-specific Standard Operating Procedures (SOPs), emergency response protocols, and safety responsibilities within the assigned, Lower Mainland Health Authority sites. .

Collaborates closely with the CSM, IPS Operational, and HEMBC Fire Safety Leads
Facilitates and delivers in-person fire safety drills and fire safety education on a defined schedule, ensuring alignment with established procedures and learning objectives
Provides supporting documentation to IPS or the HEMBC Fire Safety Team in accordance with established requirements and requests
Conduct routine and ad hoc site visits to assess and verify the delivery and performance of contracted security services, including site security, patient watch, ad hoc assignments, and mobile patrols
Perform quality assurance reviews, audits, and inspections of security operations, documenting findings and recommending corrective actions where required
Provide on-site guidance and feedback to PSG security personnel and supervisors to reinforce expectations, standards, and best practices
Track and report on service performance metrics, trends, and issues, escalating concerns as appropriate to leadership
Provides coaching and mentoring to staff on fire safety protocols and supports growth through feedback, instruction, and encouragement
Participate in designated security investigations and post-incident reviews, and support the implementation of corrective actions
Provide after-hours operational support for the overall program, including on-call availability and emergency response as needed
Works closely with PSG Field Managers and Healthcare Security Operations Centre (SOC) staff to ensure a consolidated approach to incident management 24/7
Performs additional duties as required to support operational and client needs
Completion of required training programs, including IPS RSO Cohort training and HEMBC Fire Safety training, in accordance with organizational and client requirements
Completion of Emergency Management related content from the Justice Institute including the Introduction to Emergency Management, the Incident Command System and Emergency Operations Centres
Valid BC Driver's License and access to a reliable vehicle for travel to work sites across the Lower Mainland and Fraser Valley
Demonstrated ability related to public speaking and inspiriting confidence in delivering education to large groups of professionals
Demonstrated knowledge of fire & life safety in a healthcare setting
We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun! Paladin Security has a diverse workforce and we believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed.