The Healthcare Ambassador is a non-traditional security role, managed under Hospital and Health Service Security, that provides a patient-focused liaison role within select clinical areas. This role is focused on the proactive engagement of patients and visitors to improve the “customer experience” to prevent and/or reduce aggressive/disruptive behaviour by employing appropriate verbal intervention strategies through people focused, respectful, empathetic and supportive interactions aimed at promoting a safe environment and the provision of high quality patient focused care.

Job details

About the Role

• Follow defined service quality standards, occupational health and work policies and procedures relating to the work being undertaken in order to ensure high quality, safe services and workplaces.
• Functions in accordance with legislation (e.g. Mental Health Act (2016), Guardianship and Administration Act (2011), Aged Care Act (1997) and Disability Act (2014)) when undertaking activities as delegated to provide accountable care that is safe and relevant for individuals and groups.
• Continually monitors and actively patrols the designated clinical areas and proactively engages patients, visitors and staff
• Create opportunities to enhance the user experience by making connections with those in the area and, where possible, alleviating some of the stresses and anxiety through respectful interpersonal interactions.
• Uses supportive verbal de-escalation and engages staff resources to identify appropriate strategies aimed at the de‐escalation of potentially violent behaviour.
• Develops relationships and maintains rapport with clinical and operational stakeholder groups to effective communication and contribute to the development of appropriate support and/or intervention strategies.
• Immediately identifies any concerns or observations relating to obvious changes to the apparent health of patients and or visitors (i.e. loss of consciousness, dizziness, obvious laboured or difficult breathing, unresponsiveness, etc.) 
• Collect and report basic data outlining the number of patient contacts made during each shift.
• Establishes knowledge of the support options and resources available (i.e. warm blankets, food and drink, community resources, etc.) and liaises with staff to ensure their applications are appropriate and not contrary to clinical needs (i.e. some patients may be Nil by Mouth (NBM) and therefore should not be given food or water).
• Establish and maintain a positive rapport with regular patients and visitors; the Healthcare Ambassador is not intended to get directly involved in physical interventions unless required to do so to preserve the safety of themselves or another person.
• Participates in multi‐disciplinary stakeholder/team briefings/de‐briefings and provides input into patient behaviour management planning as required.

About Children's Health Queensland Hospital and Health Service (CHQ HHS)

Children's Health Queensland is a recognised leader in paediatric healthcare, teaching and research, delivering a full range of clinical services and training, tertiary and quaternary care and health promotion programs to children and young people from across Queensland and northern New South Wales.   

Our interprofessional workforce of more than 5,000 people deliver responsive, integrated and internationally recognised person-centred care through a network of services and facilities, including the Queensland Children's Hospital, Jacaranda Place, Ellen Barron Family Centre, our Child and Youth Community Health Service, our Child and Youth Mental Health Service, and other statewide services and programs including specialist outreach and telehealth services.

Inclusion and diversity

To encourage inclusive practices in recruitment, we are committed to increasing our Aboriginal and Torres Strait Islander Health Workforce and building inclusive cultures that respect and promote human rights and Workforce Diversity and Inclusion. CHQ is an equal opportunity employer.

Some of the great benefits of working at CHQ HSS

If you're looking for a rewarding career, and you're excited to contribute to the development of Australia's best paediatric health service, come and join the team at CHQ and enjoy a range of benefits including:

• Opportunities for professional growth and development
• Competitive renumeration
• Annual pay increases
• 12.75% employer superannuation contribution
• 17.5% annual leave loading
• Salary packaging
• Employee wellness and assistance program
• Work/life balance, variety, and flexibility

You can find out more about why it's so great to work at CHQ HHS here.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Applicants are encouraged to apply online. Please review the Role Description, Information Pack and Applicant Tool Kit for more information on application process requirements. Agency referrals will not be accepted for this position.

Documents

Before applying for this vacancy please ensure you read the documents below.

• CHQ_Applicant Toolkit_2025 (PDF)
  
  CHQ_Information for Applicants_2025 (PDF)
  
  670797 - OO3 Healthcare Ambassador - RD (PDF)